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

the relationship among the variables by using Descriptive statistics to find out the service quality of Sonali Bank Limited. b) Sampling Method For this study, the population is the customers of Sonali Bank Limited. Judgmental sampling is used for drawing samples from the population since only the University of Dhaka Branch customers are to be surveyed. Judgmental samplings anon-probability sampling approach where the experimenter selects units to be tried grounded on their knowledge and professional judgment. The study is limited to clients of Sonali Bank, Dhaka University Branch of Standard. Convenience arbitrary sampling system has been espoused to elect clients from the Branch. A sample of two hundred clients, inversely in male and female, aged 18 and over, was requested to fill the questionnaire. c) Survey Instrument The questionnaire is used to gather data for this exploration. The explanation for using questionnaire is the obscurity of the replies and time constraints for both the experimenter and the client. A structured questionnaire is used to collect data from the Retail customers of the Sonali Bank. SERVQUAL was firstly used for assessing client comprehension of service quality in service and merchandising associations. This instrument has been the predominant style used to measure customers' comprehension of service quality. It has five general confines or factors are: - Tangibility - Reliability - Responsiveness - Assurance (including capability, courtesy, credibility and security) - Empathy (including access, communication, understanding of the clients) Tangibles For this exploration, a non-difference score measure was used, and the score for each dimension of service quality was reckoned by taking the average score in particulars making up the dimension, in this case, four particulars per dimension. The system was used to calculate the un- weighted SERVQUAL score is given below in Table Table 1: Computation to obtain un-weighted SERVQUAL Score Average Tangible SERVQUAL score Average Reliability SERVQUAL score Average Responsiveness SERVQUAL score Average Assurance SERVQUAL score Average Empathy SERVQUAL score Total Standard (=Total/5) UNWEIGHTED SERVQUAL SCORE d) Questionnaire Design The service quality questionnaire is attained from SERVQUAL's question list. Data was collected through a pre-structured questionnaire. The questionnaire is developed to identify the underpinning confines of bank quality and assess Sonali Bank Limited's service quality. The SERVQUAL model was used for Questions in Part-I, composed of 17 questions to measure the crucial confines of service quality: reliability, empathy, responsiveness, assurance, and tangibles. Part 2 contains questions regarding the demographic information of the replies (age, gender, occupation). The SERVQUAL model was used for Questions in Part-I, composed of 17 questions to measure the crucial confines of service quality: reliability, empathy, responsiveness, assurance, and tangibles. The first 11 questions of each item are on 5 points Likert scale ranging from 1 (enormously differ) to 5 (strongly agree). This study concentrates on 5 "Quality Characteristics", which were preliminary placed significant by various studies with many uniquely functional characteristics, especially in the SERVQUAL model. In other information questions, there are double- barreled questions, Dichotomous questions, and Multiple Choice questions. The guests were named by Hypercritical Probability Slice. The qualitative is data converted into quantitative. SPSS 20 was used to dissect the data e) Data Analysis Techniques i. Descriptive Statistics: Descriptive statistics were used to dissect the variables. The mean and Standard Deviation of the dimension indicators were used to conclude the overall service quality of Sonali Bank Limited. ii. Regression Analysis: Multivariate regression analyses were performed to understand the overall service quality of Sonali Bank Limited. All the regressions were direct in parameter. Overall service quality was used as the dependent variable, and Tangibility, Reliability, Responsiveness, Assurance and Empathy were Independent Variables. 35 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