Servqual on general banking of Al-Arafah Islami Bank Limited

Abstract

Bank provides means and mechanisms of transferring commend over resources those who have an excess of income over expenditure to those who can make use of the same for adding to the volume of productive capital. The bank provides them with the safety, liquidity and profitability of savings. Al-Arafah Islami Bank Limited (AIBL) is scheduled commercial bank registered by the Bangladesh Bank. The functions of the bank cover a wide range of banking and functional activities to individuals, firms, corporate bodies and other multinational agencies. Data collected for the study in two different modes namely primary and secondary data. The primary data were mainly collected through survey questionnaire and face to face conversation with the employees of the branch and for secondary data various publications and related body are observed. The main limitation of the study was short and authenticated data insufficiency. The objective of this study was to find out customer satisfaction on SERVQUAL of AIBL with respect to service quality dimensions. From the findings, the research objectives were achieved by identifying the determinants of service quality as tangible, reliability, responsiveness, assurance and empathy. By analyzing the impact of service quality on customer satisfaction of AIBL, it is observed that out of five service quality dimensions, Reliability is having a high average score and the bank should concentrate on Tangible and Responsiveness as it has the least average score. The study also established that combination of tangible, reliability, responsiveness, assurance and empathy together have significant effect on customer satisfaction. In the world of global economy, banking sector needs has become more diverse and exotic than ever before. The study accomplished that quality service is an important factor to satisfy customer needs and wants. So, AIBL should focus in service quality to satisfy their customers in every dimension of service quality.