...DBBL Executive Summary Service quality is a good measure for knowing about the performance of a bank.. Nowadays Banking companies are in a competitive market. They are choosing the differentiation strategy to be a market leader because cost leadership is not a good tool for competition due to oligopolistic market. By analyzing bank information system, this paper investigates the service quality perceptions of bank account holders. This paper also examine the relationship between relative importance allocated by respondents to each of the five SERVQUAL dimensions as measured by the points allocated to that dimensions the ratings provided for the individual items of the dimension. In the SERVQUAL questionnaire there are 22 questions from five different dimensions. These are Tangibles, Reliability, Responsiveness, Assurance and Empathy. These questions measure the gap between employees’ expectations and perceptions .After conducting the survey I have found some values. I have made an analysis with these values. I have calculated the weighted average scores of these values from the perspective of these branches. Then it has been seen that the gap between the employees’ expectations and perceptions about the services is lower for the customers. In my report I got reliability, responsibility and assurance is very much valuable to customers compare to others. Company Profile COMPANY BACKGROUND Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was established...
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