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

what quality service they get from SBL. It is relatively egregious that the client's conditions are not entirely met, and they are sometimes displeased with some of the aspects of the Bank. SBL should attract these clients so that the Bank can link over solid relationships with the clients. The efficiency and effectiveness in services only in client service is not obligatory. The only thing a service-acquainted company offers is service. The key to effective client service for internet banking lies in its capability to identify the quality determinants. From the studies and analysis, it is clear that the client's evaluations of the service quality and service delivery process depend on these factors: reliability, responsiveness, assurance, empathy, and its immediate outgrowth feel to be most influential on their overall service quality comprehensions. More comprehension of service delivery leads to client satisfaction. In SBL, Tangibility, Reliability, and Empathy positively affect Overall Service Quality, and Responsiveness and Assurance negatively impact Service Quality. Customer perception reveals that Tangibility, Reliability, and Responsiveness of Sonali Bank Limited are not satisfactory, while Assurance and Empathy are founded as moderate and satisfactory, respectively. R eferences R éférences R eferencias 1. Afrin, Tasneema (2012) Quality of Customer Service in the Banking Sector of Bangladesh: An Explorative Study [ online ] . Available from: http://dspace.ewubd. edu/bitstream/handle/123456789/393/Tasneema_Af rin.pdf?sequence [ accessed on 01 December 2016 ] 2. Bangladesh Bank (2016) Bangladesh Bank [ online ] . Available from: https://www.bb.org.bd/ [ accessed on 10 December 2016 ] 3. Hossain, Mohammad, Takdir (2010) Measuring Service Quality: A Comparative Analysis Between [ online ] . Available from: http://www.asaub.edu.bd/ data/asaubreview/v4n1sl5.pdf [ accessed on 02 December 2016 ] 4. Malhotra, K, Naresh, Dash, Satyabhushan, 2010, marketing research: an applied orientation, 6 th edition, pp.68-384 5. Mia, Md. Abdul Hannan, Rahman, Mohammad Anisur and Debnath, NitaiChandra (2007)." Consumer behavior of Online Banking in Bangladesh", Journal of Business Studies, Vol. XXVII, No.2, December. 6. Rose, and Peter. S.,( 1999 ) Commercial Bank Management; 4th Edition; Irwin-McGraw-Hill 7. Shamsuddoha, Mohammad (2008). Electronic Banking in Bangladesh, Journal of Business Solutions, Vol. 1, No. 2, December. 8. Sonali Bank Ltd., Annual Report2015 – 2016. 9. www.sonalibank.com.bd 10. www.bangladeshbank.com.bd . 11. Bangladesh Bank, BRPD Circular 09; August 20,2014] 12. Angur, M. G., Nataraajan, R, and Jahera, J. S. (1999). Service Quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 17(3), 116-123 13. Amin, M., and Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209. 14. Babakus, E., and Boller, G. (1992). An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 24(3), 253. 15. Bolton, R., and Drew, J. (1991). A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research, 17(4), 375. 16. Al-hawari, M. (2008). The Influence of Traditional Service Quality Factors on Customer Satisfaction: A Practical Study within the Context of Australian Banking. The Business Review, Cambridge, 11(2), 114-119. 17. Bangladesh Bank. (2006). Financial Sector in Bangladesh. [Online] Available: http://www. Banglades h-bank.org/mediaroom/tenders/ fsectorinbb.pdf [Accessed July 10, 2010]. 18. Bloemer, J., Ruyter, K. D., and Peeters, P. (1998). Investigating Drivers of Bank Loyalty: the complex relationship between image, service quality and satisfaction. The International Journal of Bank Marketing, 16(7), 276 19. Devlin, J. (2001). Consumer evaluation and competitive advantage in retail financial services: a research agenda. European Journal of Marketing, 35(5/6), 639-660 20. Faullant, R., Matzler, K., and Fuller, J. (2008). The impact of satisfaction and image on loyalty: the case of alpine ski resorts. Managing Service Quality, 18(2), 163-178 38 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