An Analysis on Bangladeshi SMEs service performance: A study based on SERVQUAL dimensions and customer satisfaction
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 1
Abstract
SMEs in our country are not well known for providing good services & even some of the SMEs are serving below the generally required service standards. Researchers have been using SERVQUAL as a measure in evaluating service quality performance of different industries worldwide. SERVQUAL dimensions have been extended into sub-dimension level after conducting necessary fieldworks in this paper. These sub- dimensions are suitable to judge SMEs service performance. In this paper the SERVQUAL dimensions have been described with their newly introduced sub-dimension level and SMEs service performance has been judged by using the sub-dimensions. The relationships of customer satisfaction and the sub-dimensions also have been depicted here. The relevant statistical analysis revealed some problems regarding SMEs service performance & some recommendations have been designed also. This paper will be helpful for SME managers in identifying & correcting their service performance flaws.
Authors and Affiliations
Omar Faruck Ansari
Keywords
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- EP ID EP409434
- DOI 10.9790/487X-2001021118.
- Views 77
- Downloads 0
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