Presentation on service marketing(“the service gap model of national bank ltd.”)
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Transcript of Presentation on service marketing(“the service gap model of national bank ltd.”)
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Service Gap of National Bank
Presentation on
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Submitted to:
Shaharima JuthiLecturer
Department of Business Administration Z.H. Sikder University of Science and Technology
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Name ID
1. Azaaz Munshi 1202160862. Md. Sourav Hossain 1202160373. Mezanur Rahman 1202160024. Sonia Akter 1202161215. Helena Akter 1202161246. Nusrat Jahan Nipa 120216060
THE AVENGERS
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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.
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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.
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Service Gap is identified by two ways such as:
Serv
ice
Gap Customer
GapProvider Gap
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1.Customer Gap:
Customer gap is the external focus of the gap model; it means the gap between customers’ expectations and perceptions.
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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.
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Service Gap Model of National Bank
Reliability
Responsiveness
AssuranceEmpathy
Tangibility
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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
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Loan Problem:
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M-Banking:
National Bank does not start M-Banking service.
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Service Charge
• The service charge of National Bank are so high. .
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Lack of Liquid assets:
• In special occasions National Bank failed to provide cash to their customer because of limited liquid assets.
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• National Bank does not have sufficient number of ATM booth.
Lack of sufficient Number of ATM booth:
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Complex Management:
• Indiscipline arrangement of Department in National Bank causes customer gap.
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Banker and Client• Here relation between National Bank and Client is not developed.
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No Student Facility:
• National Bank does not provide any special offers to students.
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Rules and Regulation • The rules and regulations of National Bank are
so clumsy.
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Lack of Response:
• In some branches employees of National Bank does not response effectively.
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