Abstract:
In the research work, the service quality of Standard Chartered Bank has been analyzed,
focusing on the Motijheel branch of Bangladesh. Using a mixed-methods approach in
research, it combines quantitative and qualitative analysis in assessing customer
perceptions and quality experiences of service.
Surveys were carried out about those customers who visited the branch, including various
aspects of the service quality such as support by the employees, digital services, service
fees, and overall satisfaction. In order to provide context and background information,
this research reviews the available literature and the bank-specific secondary data.
Obtaining informed consent using ethical considerations is important to those who take
part in this survey to ensure their privacy and confidentiality. The result of this research
offers valuable insights into the service quality of customers to the Motijheel branch and
areas of strength and areas for improvement that will be needed. The scope of this
research is limited to this branch, and therefore, the results cannot be generalized to other
branches and institutions. They can suggest improving the service delivery and increasing
customer satisfaction at the Motijheel branch. This study adds to the provision of
comprehensive service quality data in the banking industry, and this study also focuses on
customer-centric service to gain a competitive edge in the financial services industry. It is
a practical guide for Standard Chartered Bank and banks of the same sort, and aims to
concentrate on how customer service can be improved to excellence.
