Performance Between PCB and NCB of Banking System in Bangladesh
This study attempts to identify the factors related to service performance of all the nationalized & private commercial banks of Bangladesh in a portfolio. It identifies the relationship between age, educational background, profession, and length of involvement, types of services obtained by the consumers from the banks and the service quality factors. An extensive survey has been performed with a structured questionnaire to identify the factors that differentiate the service provided by Private commercial banks (PCB’s) & nationalized commercial banks (NCB’s). The sample clients were selected from Dhaka City. 30 respondents were interviewed from several banks. In selecting sample, it was assumed that the bank clients of Dhaka City are more sensitive compared to other cities of Bangladesh, as their education level is higher. The sample clients were selected randomly at the banks while interviewing. Descriptive statistics was used in the analysis. Again observational method also used while making service portfolio data gathered from respective bank websites & several journals. Factor analysis was done to identify the service quality factors of the banks. Correlations between the factors and age, educational background, profession, length of involvement, and types of service obtained were identified to know the relationships. In order to explore the relationship & differences with the overall service performances, multiple regression analysis was performed. Results show that the most important service quality factor of banks is personal attention to the clients. It is also found that there is a significant difference between the expected and perceived service quality between PCB’s & NCB’s. A significant correlation between the performance of promises in time and professions of the consumers is observed. Perceived service quality factors have significant relationship &...