http://dspace.ewubd.edu:8080/handle/2525/2788 2026-04-04T20:57:40Z 2026-04-04T20:57:40Z Sultana, Mimnun Islam, MM. Nazrul http://dspace.ewubd.edu:8080/handle/2525/2885 2019-03-13T07:07:17Z 0001-01-01T00:00:00Z

Impact of Queue on Customers: An Analysis of Some Retail Shops in Bangladesh Sultana, Mimnun; Islam, MM. Nazrul Companies differentiate offerings with competitive advantage like product development but currently customer satisfaction is becoming a vital issue. Service organizations with inefficient waiting line management reduce competency. The objective of this study was to survey different retail shops Bangladesh to observe waiting line management, factors for waiting & to propose approaches to mitigate waiting lines. The research progressed through conversation with 124 customers and depth interviews of professionals with an effective questionnaire. Analyses of those empirical and numerical data were done in different aspects applying SERVQUAL method andthe information is presented as well. To deal with waiting line problems, selection of procedure or priority rule is important according to the type of service and long term perspective should be taken to gat rid of queue.

0001-01-01T00:00:00Z Afrin, Tasneema http://dspace.ewubd.edu:8080/handle/2525/2884 2019-03-13T07:07:17Z 0001-01-01T00:00:00Z

Quality os Customer Service in the Banking Sector of Bangladesh: an explorative study Afrin, Tasneema After careful evaluation of the customer service quality by the private commercial banks of Bangladesh, following major recommendations are suggested in this article: 1. Recognizing 'Quality' problem- identifying the problem area for the banks 2. Selling the idea of 'Quality' to the internal audience (staff) 3. Creating a 'Customer focus and care' culture 4. Developing customer-oriented measures to improve quality 5. Improving the physical evidence Supporting these recommendation are the following findings and conclusions drawn from an observation of 100 random customers selected from 5 major commercial banks in Bangladesh using the SERVQUAL method. The survey revealed that customers prioritized 'Responsiveness' as the most important dimension of service quality. The tangible stood second in priority followed by Reliability, Assurance and empathy respectively. Empathy towards customers is not a widely practiced phenomenon as it was the lowest of the five dimensions with a score of 6.15. Customers ranked HSBC as the best among the selected banks with an overall service quality score of 7.4 while EBL was rated worst with an overall service quality score of 6.25

0001-01-01T00:00:00Z Barmon, Dr. Basanta Kumar Sharmin, Imrana Dey, Debashish http://dspace.ewubd.edu:8080/handle/2525/2883 2019-03-13T07:07:17Z 0001-01-01T00:00:00Z

A Comparative Study of the Cost of Higher Education in Private and Public Universities in Bangladesh Barmon, Dr. Basanta Kumar; Sharmin, Imrana; Dey, Debashish The present study aims to attempt a comparative study of the reasons for enrollment in private universities and to estimate the cost of education for higher education in both private and public universities in Bangladesh. Primary and secondary data are used in this study. The findings of the study indicated that the monthly average cost of education of a student in a private university is significantly higher than in a public university. The main reasons are that the students of private universities spend more money on tuition fees, accommodation costs and better living expenses than those of public universities, and the costs also largely vary (in both private and public universities) among the students within the same university. On an average, the parents' monthly income of students who are enrolled in private universities in significantly higher than that of public university and most of the parents are engaged in business or good government services. The cost of Education also depends on parents' income, family size, and the number of students in the same family. The study also indicates that on an average, monthly expenditures of male students are significantly higher than those of female students.

0001-01-01T00:00:00Z Talukder, A.K.M. Mominul Haque Talukder, Md. Saifur Rahman http://dspace.ewubd.edu:8080/handle/2525/2881 2019-03-13T07:07:17Z 0001-01-01T00:00:00Z

Super-Measure Management (SMM) and Customer Satisfaction: Investigating the Relationship Talukder, A.K.M. Mominul Haque; Talukder, Md. Saifur Rahman This study aimed at exploring various determinants of super-measure management (SMM) namely, service guarantee, customer relationship, managing customers, strategic alignment and leadership on customer satisfaction and performance of the firm. Data were collected by using well-defined closed ended questionnaire. The study used reliability test and Pearson's correlation to analyze data. The result indicated that customer satisfaction and organizational performance are significantly positively related with service guarantee, customer relationship, way to manage customers, strategic alignment, and leadership style and practices of the employees. The findings suggest that incorporating these dimensions may provide service organization with the potential to improve performance and satisfy customers significantly.

0001-01-01T00:00:00Z