"Comparing the outcome of SERVQUAL and SERVICESCAPE model in evaluating customer satisfaction- A case study on EXIM bank limited"

Abstract

3Independent Researcher. Accepted 14 February ; 2013 This research work was carried out on “Comparing the Outcome of SERVQUAL and SERVICESCAPE Model in Evaluating Customer Satisfaction”- A case Study on EXIM Bank Limited. The purpose of this study was to measure the customer satisfaction of EXIM Bank Ltd by utilizing two prominent models of service marketing named SERVQUAL and SERVICESCAPE Model respectively and to compare the outcomes of those two models. In this study the sample was taken from the customers of EXIM bank, taking every type of account holder in the sample to make the study unbiased and proper representation. To measure the satisfaction of the customers of EXIM bank, two well structured questionnaires were formed which contained two parts for each model. Total sample size was 100; each model carried 100 respondents to survey. To measure the customer satisfaction of EXIM bank, mean, standard deviation, and factor analysis has been done. In the analysis mean represents the satisfaction level, standard deviation shows the variability among the answers. In SERVQUAL model the overall performance is good because three dimensions showed the outcomes at the satisfaction level; other two dimensions’ outcomes were close to satisfaction level. Among the four dimensions of SERVICESCAPE model, none of the dimension showed the satisfactory customer expectation. EXIM bank is recommended strongly to improve its services by taking several aspects into considerations.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 5 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.