Service Gap of National Bank

Presentation on

Submitted to:

Shaharima JuthiLecturer

Department of Business Administration Z.H. Sikder University of Science and Technology

Name ID

1. Azaaz Munshi 1202160862. Md. Sourav Hossain 1202160373. Mezanur Rahman 1202160024. Sonia Akter 1202161215. Helena Akter 1202161246. Nusrat Jahan Nipa 120216060

THE AVENGERS

An Overview of National Bank

Nartional Bank was established as the first hundred percent Bangladeshi owned Bank in the private sector. NBL started its never-ending journey from 23 March 1983. The Board of Directors of the Bank consists of the finest intellects of the country’s business, commerce and banking areas.

Service Gap Model:

• The Service Gap model was proposed by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry in 1985 in the Journal Of Marketing.

Service Gap is identified by two ways such as:

Serv

ice

Gap Customer

GapProvider Gap

1.Customer Gap:

Customer gap is the external focus of the gap model; it means the gap between customers’ expectations and perceptions.

2. Provider Gap:

The providers’ gaps are the underlying causes behind the gap:

Gap-1 Not knowing what customers expect.

Gap-2 Not selecting the right service standards and designs.

Gap-3 Not delivering to service standards.

Gap-4 Not matching performance to promises.

Service Gap Model of National Bank

Reliability

Responsiveness

AssuranceEmpathy

Tangibility

Customer Gap of National Bank:

Loan Problem Service Charge Lack of Liquid assets

Lack of sufficient Number of ATM booth M-Banking Rules and Regulation Complex Management Banker and Client No Student Facility Lack of Response

Loan Problem:

M-Banking:

National Bank does not start M-Banking service.

Service Charge

• The service charge of National Bank are so high. .

Lack of Liquid assets:

• In special occasions National Bank failed to provide cash to their customer because of limited liquid assets.

• National Bank does not have sufficient number of ATM booth.

Lack of sufficient Number of ATM booth:

Complex Management:

• Indiscipline arrangement of Department in National Bank causes customer gap.

Banker and Client• Here relation between National Bank and Client is not developed.

No Student Facility:

• National Bank does not provide any special offers to students.

Rules and Regulation • The rules and regulations of National Bank are

so clumsy.

Lack of Response:

• In some branches employees of National Bank does not response effectively.