Service Delay Insufficient Employees Lack of training Lack of well structured card division Unavailable of call centre Unstructured queue management Lack of promotion Lack of communication between management and employee Unable to deliver quality service Unavailable of international debit card.
Service GAP of Dutch Bangla Bank Limited
Mathematical Model The mathematical model of graphical model and verbal model is: Y = a0 + f (x) Where, y = Dependent variable (Service) F (x) = Independent variables (factors which influence service gap) •
X1 = Service delay
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X2 = Insufficient employees
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X3 = Lack of training
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X4 = lack of well structured card division
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X5 = Unavailable of call center
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X6 = Lack of promotion
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X7 = lack of communication between management and employees
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X8 = Unable of deliver quality service
4.3 Service GAP model of Dutch Bangla Bank Limited Consumer Word-of-mouth communications
Personal needs
Past experience