Factors Affecting Service Quality of Commercial Private Bank

Abstract

This study explores the key factors that influence the service quality of commercial private banks in Bangladesh. Using both qualitative and quantitative approaches, the research identifies components such as responsiveness, reliability, assurance, empathy, and tangible elements as critical to customer satisfaction. Data was collected through customer surveys and interviews with bank staff. The report analyzes the gaps between customer expectations and perceptions, highlighting areas for service improvement. The findings suggest that consistent employee training, technological upgrades, and personalized services significantly enhance customer experiences. Recommendations are provided to help private banks improve their competitive edge through better service delivery.