Global Journal of Management and Business Research, E: Marketing, Volume 22 Issue 2

Among the entire measurement model, the "SRVQUAL" model is the trendy scale developed by Parsuraman et al. over the past few decades. "SERVQUAL" model has been widely used in various service sectors. Such as hospitals, banking, educational sectors, food restaurants, retail industry, hotels etc. The SERVQUAL model of Parasuraman et al. (1988) proposes a five-dimensional construct of perceived service quality: efficiency, reliability, responsiveness, fulfillment and privacy – with items reflecting both expectations and perceived performance. Figure 2: Service Determinants' impact on Customer Satisfaction Level Tangibility in the "SERVQUAL" model measures the attributes and physical appearance in the banking industry. Reliability is used to give the promised performance to customers. By assurance, we understand guaranty or warranty which the organisation gives to their customers. Empathy is the measurement element by which an organisation understands customers' feelings. In this research, by using the "SERVQUAL" questionnaire, we will cover five service quality dimensions in two portions. One part will describe the customer expectation from the service, and another will describe what customers perceive from the service. As the service quality dimension is used in a wide range of service sectors, we are using the "SEVQUAL" dimension to measure the service quality of Sonali Bank Limited, Bangladesh. IV. R esearch M ethodology Research methodology is a methodical means to break a problem or give an answer to a question. It is a procedure that attendants and directs the experimenters to achieve the objects of the study. An experimenter needs to design a methodology for the chosen problem. The methodology depends on the nature of the exploration. Substantially exploration methodology describes how data are collected, what tools are used for this purpose and from whom the data are collected. To achieve the exploration objects and fulfill the exploration purpose, this study was conducted following the methodology described then for exploration design, data collection, sample selection, and procedure for data analysis and interpretation. a) Research Design The theoretical frame represents the patterns and the structure of connections among the set of predictor and criterion variables. The purpose of the study is to measure the correlations among the variables. Then tangibility, reliability, responsiveness, assurance and empathy are considered a single predictor construct as SERVQUAL. Service quality is considered a single criterion construct under the name of overall service quality. Also, the co-relational study was conducted to institute the actuality of connections among the variables. A co-relational study measures the degree of relationship between two or other variables. So in this exploration, the ideal is to identify and dissect Perceptions The Service Level, Customer s perceived what they've received Responsiven ess Assurance Reliability Empathy Tangibles Customer Satisfaction Level 34 Global Journal of Management and Business Research Volume XXII Issue II Version I Year 2022 ( )E © 2022 Global Journals Analyzing Customer Service Quality of State-Owned Commercial Banks in Bangladesh: A Study on Sonali Bank Limited