Service quality assessment

<p>The service quality is seen as one of the key factors and thus deserves considerable attention from organizations. The banking industry is highly competitive; banks do not only compete among each other; but also with non-banks and other financial institutions both local and foreign. &nbsp;The researchers have identified the following research questions:</p><p>1) How is the value delivered by banks perceived by their customer and does it meet the expectations of their customer?</p><p>2) Which dimension is doing well among all five dimensions in banking sector?</p><p>So, the foremost aim of this research is to comparatively examine and measure service quality and customer satisfaction of the bank of interest and to offer suggestion based on the results of the study.</p><p>The research aim comprises a number of objectives, as follows :</p><p>1. To explore literature on the concept of service quality.</p><p>2. To examine various approaches to measuring service quality, with a focus on banking service quality measurement.</p><p>3. To identify the actual levels of service quality provided to bank customers by the study bank.</p><p>Banks need to improve those employee-related attributes of service quality since they are the main sources of the competitive advantage. The study consists of introduction, theoretical backgrond, methodology, predicted outcomes and references.</p>