Customer Perceptions and Expectations Regarding Service Qualities in Govt. Owned Commercial Banks of Chittagong City- A Study on Janata Bank Limited, Bangladesh

Mohammad Toufiqur Rahman (), Mohammad Shyfur Rahman Chowdhury () and Mohammad Rokibul Kabir ()
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Mohammad Toufiqur Rahman: Lecturer, Department of Business Administration International Islamic University Chittagong Chittagong-4203, Bangladesh
Mohammad Shyfur Rahman Chowdhury: Lecturer, Department of Business Administration International Islamic University Chittagong Chittagong-4203, Bangladesh
Mohammad Rokibul Kabir: Assistant Professor, Department of Business Adminis tration International Islamic University Chittagong Chittagong-4203, Bangladesh

International Journal of Business Research and Management (IJBRM), 2013, vol. 4, issue 1, 23-31

Abstract: The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.

Keywords: Customer Perception; Customer Expectation; Service Quality; Customer Satisfaction; Banking Service (search for similar items in EconPapers)
JEL-codes: M0 (search for similar items in EconPapers)
Date: 2013
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