This presentaton will help every student for making their assignment and presentation better and effective. From it everyone can understand the Gap model of National Bank as well as the whole private banks.

1. Presentation on

2. Submitted to:
Shaharima Juthi
Lecturer
Department of Business Administration
Z.H. Sikder University of Science and Technology

3. Name ID
1. Azaaz Munshi 120216086
2. Md. Sourav Hossain 120216037
3. Mezanur Rahman 120216002
4. Sonia Akter 120216121
5. Helena Akter 120216124
6. Nusrat Jahan Nipa 120216060

4. An Overview of National Bank
Nartional Bank was established as the first hundred percent Bangladeshi owned Bank in the
private sector. NBL started its never-ending journey from 23 March 1983. The Board of
Directors of the Bank consists of the finest intellects of the country’s business, commerce and
banking areas.

5. Service Gap Model:
• The Service Gap model was proposed by A. Parasuraman,
Valarie A. Zeithaml, and Leonard L. Berry in 1985 in the
Journal Of Marketing.

6. Service Gap is identified by two ways such
as:

7. 1.Customer Gap:
Customer gap is the external focus of the gap model; it means the gap
between customers’ expectations and perceptions.

8. 2. Provider Gap:
The providers’ gaps are the underlying causes behind the gap:
Gap-1 Not knowing what customers expect.
Gap-2 Not selecting the right service standards and designs.
Gap-3 Not delivering to service standards.
Gap-4 Not matching performance to promises.

9. Service Gap Model of National Bank
Reliability
Responsiveness
AssuranceEmpathy
Tangibility

10. Customer Gap of National Bank:
 Loan Problem
 Service Charge
 Lack of Liquid assets
 Lack of sufficient Number of ATM booth
 M-Banking
 Rules and Regulation
 Complex Management
 Banker and Client
 No Student Facility
 Lack of Response

11. Loan Problem:

12. M-Banking:
National Bank does not start M-Banking service.

13. Service Charge
• The service charge of National Bank are so high. .

14. Lack of Liquid assets:
• In special occasions National Bank failed to provide cash to their
customer because of limited liquid assets.

15. • National Bank does not have sufficient number of ATM booth.
Lack of sufficient Number of ATM booth:

16. Complex Management:
• Indiscipline arrangement of Department in National Bank
causes customer gap.

17. Banker and Client
• Here relation between National Bank and Client is not developed.

18. No Student Facility:
• National Bank does not provide any special offers to
students.

19. Rules and Regulation
• The rules and regulations of National Bank are so
clumsy.

20. Lack of Response:
• In some branches employees of National Bank does not response
effectively.