An Evaluation of the Services Quality of Sonali Bank Ltd: A Study on Tarabo Bazar Branch

Abstract

This report is called, “An Evolution of the Services Quality of Sonali Bank Ltd: A Study on Tarabo Bazar Branch.” The critical targets of this report include identifying some of the services as well as gauging the service quality of Sonali Naming the problems and the right solutions tothose problems, Bank Tarabo Bazar Branch does the same. In this research, exploratory research was carried out to determine Tarabo bazar services and services quality of Sonali bazar Branch of Sonali Bank. In the exploratory research, in depth interviews were conducted with the employees and customers. And also questionnaire both of these unstructured and structured were major tools of this Study. Analysis part This study of the report was carried out through SERVQUAL model. This is one of the empiric models by Zeithaml, Parasuraman and Berry in service quality performance comparison service quality requirements of the customer. In order to determine the image that the customer has regarding five dimensions of service quality- Tangibles, Reliability, Responsiveness, Assurance and Empathy has been implemented through questionnaire survey. Also determine whether the quality of services is favorable to the customers or not. After Carrying out the analysis through this empiric model, a number of issues were identified in this research. Issues such as unfairness in the services offered to the customer, and the absence of the services offered to the customer are some problems that can be encountered. bad corporate culture unattractive products or services, Advertisements and marketing, Inappropriate and slow work process and complicated online services. This study also provides recommended solutions to these problems whereby, the employee is expected to treat all the customers equally and the bank can also be involved in the solutions. conduct a trade fair, provide faster more accurate services, update online services, develop great corporate culture, and provide sufficient innovative and captivating services and products.