An Evaluation of the Service Quality and Customer Satisfaction at the DataFort Bangladesh Limited

Abstract

Service quality is a measure of how a service organization understands its client's needs and fulfills their expectations as demanded. Understanding how to improve the service quality of an organization’s service is the key step to growth for that organization. The aim of this report is to evaluate the practice of service quality dimensions at DataFort Bangladesh Limited. In addition to the five service quality dimensions, four other dimensions including Security, Accessibility, Compliance, and Cost-effectiveness also evaluated.

DataFort Bangladesh Limited is a company that is well-positioned in the secure records management industry. The organization provides a wide range of services that are in high demand among Bangladeshi enterprises. DataFort places a high value on innovation and technology, allowing it to stay ahead of the competition. In the competitive records management industry, the organization also has a solid reputation for customer service. However, DataFort Bangladesh Limited is facing certain difficulties. The company is fresh to the market and is up against well-established companies with powerful brand names. To be successful, DataFort will need to distinguish itself from its competition. This can be accomplished by focusing on the company's strengths, such as its emphasis on innovation and technology.

In this paper, firstly we talked about the company, then about the industry that it's competing in. Going on we talked about the company's strengths and weaknesses as well as opportunities that might be useful for the company overall. In the later part, we tried to understand how Datafort Limited provides superior service to its clients and what service quality dimensions it fulfills to be the customer experience expert. Lastly, we answered those questions to fully understand the customer service quality dimensions that we studied theoretically and found key takeaways which surely have made our understanding simpler.