Evaluation of Customer-Perceived Service Quality of Meghna Bank Limited

Abstract

With the clear mission to provide efficient banking services and to contribute socio-economic development of the country, Meghna Bank Ltd emerged as a new commercial bank and inaugurated its operation on 21st April, 2013. The bank currently has 46 branches all over the countryuntil 2021. The sponsors of the bank have a long heritage of trade, commerce and industry experiences. They are highly regarded for their entrepreneurial competence. This report is prepared on the basis on my 12 weeks practical experience in Meghna Bank Limited, Dhanmondi Branch, Dhaka. The study intended to evaluate the customer-perceived service quality of the aforementioned bank. First of all, I have made a qualitative evaluation of the service quality provided by the bank on the basis of my observations in those 12 weeks. Later, I have conducted a survey for the purpose of measuring the various aspects of customer-perceived service quality, such as assurance, reliability, tangibility, empathy etc. One of critical research objective was to evaluate the impact of various dimensions of customer-perceived service quality on customer loyalty and overall customer satisfaction. So the key constructs measured here include all the previously mentioned dimensions of service quality, customer loyalty, and overall customer satisfaction. Here all the constructs seemed to be measured with good reliability since Cronbach’s Alpha for each of the constructs was greater than .70. It was found that all the facets of customer-perceived service quality have a strong correlation with both overall customer satisfaction and customer loyalty as expected. It was also found that among all the facets of customer-perceived service quality, reliability and tangibility aspects of service quality have statistically significant contribution to the changes in customer loyalty and overall customer satisfaction.