A Comparative Study on Service Quality Dimensions and Overall Service Quality in the Context of Standard Chartered Bank’s Excel Customers

Abstract

The service quality leads to customers' satisfaction, which in turn leads to customer loyalty. Considerable practitioner interest has been focused on programs to improve service quality. Customer perception is a very important factor to measure service quality. This paper is an attempt to assess Excel customers' perception of different dimensions of the service quality such as tangibility, reliability, responsiveness, assurance, empathy and the overall service quality of Standard Chartered Bank, the top banking service provider in Bangladesh. The paper also aims to identify the gap between customers' expectations on the one hand and perception on the other about the bank's service quality. Finally, some suggestions have been offered for improving the Standard Chartered Bank's service quality.