Measuring Quality of Services (QoS) on the Basis of Customer Satisfaction of Banks in Bangladesh

Abstract

Quality of Services (QoS) of an organization is how better it satisfies its
customers with its service activities. Thus, quality of service plays a vital role in
business which is directly related to customer satisfaction and which in return,
strongly related to progress of any service oriented business. So service quality
measurement is very important so that organization can make better decision which
service to introduce, which to change, which to improve and which to discard. In
this hypothesis driven research, we have set reliability, responsiveness, assurance,
empathy, tangibles as indices of QoS measurements and shown how they are related
to customer satisfaction with correlation and regression analysis on data collected
from many banks.