The impact of Customer Service Quality on Customer Satisfaction in context of Standard Chartered Bank, Bangladesh

Abstract

The purpose of this study is to investigate if Customer Service Quality affects Customer Satisfaction. It will help the researchers to look into the causes of the problems that SCB is facing. SCB wants to maintain its high position in the Banking Industry of Bangladesh as well as in the global market and also ensure benefit to the shareholders, stakeholders, and the society at large. Therefore, research needs to be conducted on how Customer Satisfaction is affected by various service qualities such asefficiency, reliability, responsiveness, fulfillment and privacy. The present study will determine different service qualities and measure which amongst them have the greatest as well as the least on Customer Satisfaction. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. To survive in the highly competitive internet banking industry, it is apparent that the banks need to provide customers with high quality services (Mefford, 1993). Customers liking is necessary for the banking sector to elevate profitability, business expansion and accomplishment. Now a day’s banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster and easier. In order to survive in the competitive field of the banking sector commercial banks such as SCB are looking for better service opportunities to provide their customer. The paper has been undertaken mainly to find out whether service quality affects customer satisfaction in context of SCB.