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A Case Study on
Banking Service
Pre-Post Covid-19
Dhaka Bank
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
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
Zone of Tolerance
Narrow
Customer
Satisfaction
Parameters of satisfaction has changed
Perception in fairness
Customer are ambivalent
5
Point of Evaluatoin
6
Outcome Quality
.
3
Physical
Environment Quality
2
Interaction Quality
1
Service
Quality
Reliability
Assurance
Empathy
Responsiv
eness
Tangibles
Digitalization
8
Thank you
Any questions?

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A case study on banking service - Pre-post Covid 19