MEASURING SERVICE QUALITY OF

SONALI BANK LTD

Group list

Group no 01
Name ID No
Tamanna Tasnim 21-009
Nabila Ahmad 21-013
Antor Shaha 21-055
Fahimur Rahman 21-093
Md.Najmul Hasan 21-097
Habiba Ferduse 21-119
Nabila Ahmad
Id. No – 21-013
Methodology
Methodology

Research Design Data Collection Data Analysis

Score of each sub factors have
Exploratory formal study
been averaged
Based on primary data
Data collected by structured Calculating the average score
questionnaire of each factor

Determine the gap between Calculating average gap

expected and value perception between those scores
Seven-point Likert scale
The average unweighted
Sample size of 30
SERVQUAL score
Fahimur Rahman
Id. No – 21-093
Data Analysis
Factors Involved in Data Analysis

Core Factors

Tangibles Reliability Responsiveness Assurance Empathy

Modern looking Timing of rendering Fill up confidence Providing attention to

Maintaining promise inside the customers individual customer
equipment service

Visually appealing Rapid response in Rendering service Selecting convenient

Safety of transaction operating hour
facilities problem solving promptly

Neat appearance of
Appropriateness of Willingness to help Being courteous Providing personal
the employee at the
rendering service customer with customers attention to employee
reception

Responding to the
Visually appeling Timing of providing Ensure proper Understand the needs
customer demand or
service materials services accountability of customers
request

Ability of employees to
Error free record of
understand customers
the bank specific need
 Summary of Data Analysis

AVERAGE EXPECTATION AND PERCEPTION OF EACH CRITERION

Average Expectation Average Perception

6.14
6.03
5.95

5.89

5.79

4.25
3.98

3.81
3.73

3.65
TANGIBILTY RESPONSIVENESS EMPATHY RELIABILITY ASSURANCE
Summary of Data Analysis

Gap score of each factor

gap
-2.30 -2.20 -2.10 -2.00 -1.90 -1.80 -1.70

-1.89 Assurance

-1.98 Reliability

-2.25 Empathy

-2.06 Responsiveness

-2.23 Tangibilty
Habiba Ferduse
Id. No – 21-119
 Tangibles Factors

TANGIBLES
Modern looking equipement Visually appealing facilities
Neat appearance of the employee at the reception Visually appeling service materials
6.10

6.03
Maximum 5.87 Maximum

5.80
Minimum

4.00
3.77

3.70

3.43
EXPECTATION PERCEIVED
 Avg. expectation 5.95

Tangibles Avg. perception

Gap score
3.7
-2.23

Expectation Perception
8
7
6
5
Score

4
3
2
1
0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Respondents
Factors of Reliability

Maintaining promise Rapid response in problem solving Appropriateness of rendering service

Timing of providing services Error free record of the bank

6.03
5.90

5.83

5.73
5.43

4.13
4.07

3.79
3.53

3.50
EXPECTATION PERCIVED
 Avg. expectation 5.76
Avg. perception 3.80
Reliability Gap score -1.98

Expectation Perception
7

0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Tamanna Tasnim
Id. No – 21-009
Factors of Responsiveness
Timing of rendering service Rendering service promptly
Willingness to help customer Responding to the customer demand or request
6.07

6.07

6.00

6.00

4.50
3.97

3.83

3.60
EXPECTATION PERCEIVED
 Avg. expectation 6.03
Avg. perception 3.97
Responsiveness Gap score -2.06

Expectation Perception
8

0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Factors of Assurance
FACTORS OF ASSURANCE
Fill up confidence inside the customers Safety of transaction
Being courteous with customers Ensure proper accountability

6.23

6.20
6.10
6.03

4.47
4.40

4.17
3.97
EXPECTATION PERCEIVED
 Avg. expectation 6.14
Avg. perception 4.25
Assurance Gap score -1.89

Expectation Perception
8

0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Md. Najmul Hasan
Id. No – 21-097
Factors of Empathy
Providing attention to individual customer Selecting convenient operating hour
Providing personal attention to employee Understand the needs of customers
Abiltiy of employees to understand customers specific needs

6.27
5.87
5.83

5.80

5.70

3.83
3.73

3.70

3.63
3.33
Expectation Percived
 Avg. expectation 5.89
Avg. perception 3.64
Empathy Gap score -2.24

Expectation Perception
8

0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Antor Shaha
Id. No – 21-055
 Findings

1. Negative gap score 2. Poor service 3. All expectations 4. All the perception
in each criteria quality were above average are near the average

5. Maximum 6. Least perceived

7. Highest GAP score
expectation from score about the bank
– Empathy
bank - Assurance – Empathy
 Recommendations

Increase Increase Increase Increase Increase

Assurance Empathy Tangibles Reliability Responsiveness

Increase level of
Concentrate Use modern
confidence
more on technology in Tight monitoring
individual branches
Know the
Increase demand of
accountability individual
Apply modern customer
Establish
technology in Frequent internal
feedback
Increase service providing audit
collecting system
transparency system
Any Queries
Thank You