An assessment of service quality in Esco Lifesciences (Bangladesh) Pvt. Limited
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Esco was founded in Singapore in 1978 and began to pioneer cleanroom technology in Southeast Asia. Esco was established to provide clean air solutions for the high-tech industrial and life sciences industries. Since its very beginning Esco has earned a reputation for innovation in the worldwide laboratory and cleanroom industry. From our headquarters in Singapore, Esco directs a highly efficient research, product development, manufacturing and customer service program. With global offices in eight additional locations, Esco products are sold in more than 100 countries through more than 300 independent distribution partners. Esco is a world leader in biological safety cabinets, offering the industry’s widest product range, with thousands of installations in leading laboratories around the globe. Our customers are the world’s leading life sciences providers, hospitals, biomedical and pharmaceutical institutions, and universities. ESCO stands for Excellent Service Company. To determine the overall service quality of the company I have made a research on the service quality of Esco Lifesciences (Bangladesh) Pvt. Ltd. Because measuring service quality is the best way to evaluate any service sector. There are four measures of service quality- SERVQUAL, importance weighted SERVQUAL, SERVPERF, and importance weighted SERVPERF. In developing country, the most useful measurement is SERVQUAL. By asking 22 expectations and perceptions questions to the customer of Esco Lifesciences (Bangladesh) Pvt. Ltd. about the performance of the company on the basis of SERVQUAL scale we find six factors are important in measuring service quality. The leading researcher in this area Parasuraman, et al After substantial factor analysis and testing, reduced the 10 service quality determinates in SERVQUAL to 5 (tangibles, responsiveness, reliability, assurance, and empathy. The original ten dimensions are Tangibles, Reliability, Responsiveness, Competence, Courtesy, Credibility, Security, Access, Communication, Understanding the Customer. And in my research I found four factors are important in regarding the service quality of Esco Lifesciences (Bangladesh) Pvt. Ltd. And these are- tangible & empathy, responsiveness, reliability and assurance, where tangibles and empathy are working as one factor. In my research factor analysis, t-test and chi-square technique are used. The variables were 12; and 50 customers have been interviewed. The answers of them were applied in the statistical technique. And interpreting the result of these techniques we find, the customer of the company was highly satisfied with the Tangibles & Empathy of the company. And to be more delightful the customers still want some extra effort from the company like in terms of reliability, assurance and responsiveness. The reason behind of this is that Esco Lifesciences (Bangladesh) Pvt. Ltd. always believes in customer relationship and the customer always expect much higher than to the others. And without no doubt it can be said, very soon after fulfilling all the four factors the company will increase the expectation of its customer more towards them. And Esco Lifesciences (Bangladesh) Pvt. Ltd. is the company that always loves to please their customer and having better relationship with them.