Basic Bank Ltd

1.0 INTRODUCTION

Services are deeds, processes, and performances. Services are not delivered in the sky. There are huge factors related with the proper service delivery. There are also lots of factors that effect on the getting and delivering quality service. Servicescape is one of the important elements that influence on the service quality. Servicescape are some tangible elements that help to evaluate the service before its purchase and to assess their satisfaction with the service during and after consumption, for example exterior design, parking, surrounding environment, vault of the bank, interior design, equipment, layout, air quality etc. For closing the service gap effective design of physical, tangible evidence is important. Services are intangibles, it cannot be seen, touched but only can be feel. So for this reason servicescape designing is vital for every service organization. Again the banking sector of Bangladesh is becoming so competitive and there is an overwhelming race of how to satisfy the customs. When someone enters a bank he/she expect some sorts of satisfactory and dependable environment. His /her mind always finds reliable servicescape so that her money is kept safe. That’s why only the normal attractive banking policy is not enough to attract and retain customers. Ultimately customers want to get satisfaction from the all aspects. Employees also play an important role to deliver the quality service. If everything is OK but employees’ services are not satisfactory then all other facilities are useless. That’s why hiring the best employees for the suitable positions, retaining them with giving proper compensation, and giving the proper training are the most fundamental things to develop effectual and productive customer relationships.

2.0 COMPANY PROFILE

The BASIC Bank limited (Bangladesh Small Industries and Commerce Bank Limited) established as a banking company under the companies act 1913 launched its operation in 1989. It is...