Customer expectations of service quality: A study on private banks of Bangladesh

In any organization, satisfying a customer is the ultimate goal and objective. This is perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenging task to most business conglomerates that places strong emphasis on customer expectations. Although many researches and studies were conducted on the actual working of the customer's mind, till today it is a still a mystery. Therefore, this research focused on the measurement of customer expectations on which their satisfaction lies in the private banking sector in Bangladesh. A quantitative research was used to study the customer expectations on different service quality dimensions. The objective of this study to examine the expectations of the customers towards the services rendered by private sector banks. The study has been conducted in Dhaka city of Bangladesh. This study is based on questionnaire methods. A sample of 100 customers has been selected by using the convenient sampling method. The quantitative research is conducted for this study. This study concluded that among the several dimensions, customers give emphasize on tangibles, responsiveness and assurance while evaluating service quality. The study highlights implications for marketers in banking industry for more focus on what customers expect and improvement in delivery of service quality.