The presentation outlines the situation of the banking industry in the covid-19 crisis.
During the outbreak of the viral disease, banking industry is suffering along with the service takes.
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A case study on banking service - Pre-post Covid 19
1. A Case Study on
Banking Service
Pre-Post Covid-19
Dhaka Bank
2. Customer Expectation
Before Corona Pandemic
After Corona Pandemic
Fast paced service
Minimum delay
Help from staff
Availability of branch
Flexibility
Slow service
Long waiting hours
Hygiene environment
Limited service
Online emphasis
3. Desired vs Adequate Serive
3
Adequate Service is
more wanted
Desired level has
decreased
Explicit service promise
Implicist service prmise.
Word of Mouth
Past experience