Dutch Bangla Bank Limited (DBBL) has been working as one of the leading non-government

banks for a long time with. Its smooth banking operation is being possible followed by the
efficient organizational management rules, regulations and procedures. The service quality
management and service encounter are also two of those management strategies that DBBL
follows. In my writing, here I will highlight the impact of these strategies on DBBL.
Service Quality:
The service quality comes with five dimensions, namely reliability, responsiveness, assurance,
empathy and tangible.
For ensuring the best possible service to the customers, DBBL is conscious with these attributes.
Reliability: DBBL is working with a skilled work force and secured technology so it can ensure
the promising service to the customers.
Responsiveness: The overall business endowment i.e. economy, customer, technology,
government, competitor etc. is always dynamic. So, it is highly recommended to adjust with such
changes that is to being responsive to the current and prospective needs. DBBL is facing this
challenge with regular market research, advertisement and by training up the employees.
Assurance: It is very crucial for DBBL as a banking institution to ensure the assurance of the
security the deposits to its clients. DBBL is doing very well in this regard since the beginning by
following the standard policies for customers privacy maintenance.
Empathy: To satisfy the customer empathy DBBL has 24 hours online banking facility, call
center support, convenient business hour and so on.
Tangible: DBBL is the first and also the largest in providing the ATM booth facility all over the
country. It has also strong IT management team and infrastructural security system for safer
banking experience. Apart from these, over all employees, office indoors, customer service etc.
are highly remarkable.

Service Encounter: From the customers point of view, the most vivid impression of service
occurs in the service encounter, or moment of truth, when the customer interacts with the service
firm.
Service encounter of DBBL: Encounter can occur between an employee and a customer in
direct personal contact. In my case, I followed the Face to Face Encounter to collect my data.
First of all, I took some information regarding the banks location of Barisal branch. Then the
next day, I had gone to the bank and collected the required data in respect to the service quality
dimensions of DBBL from its employers.