1.

Introduction mplified competition, highly erudite customers, and intensification in ordinary of living are obliging many businesses to assessment their customer service strategy. Commercial banks are concentrating more determinations to preserve prevailing customers somewhat than to attain new ones since the price tag of obtaining new client is superior than cost of absorbent Author ? ?: Department of Management Studies, Faculty of Business Studies Begum Rokeya University, Rangpur-5400, Bangladesh. e-mails: [email protected], [email protected] Author ?: Department of Marketing, Faculty of Business Studies,University of Rajshahi. e-mail: [email protected] standing customers. Make the most of customer satisfaction through quality customer service has been termed as 'the ultimate weapon' by Davidow and Vital (1989). The expectation that comes from service determination the factors of customers such as endorsements of services, particular needs and bygone understandings The anticipation of service and the apparent service result may not be equal, thus separation a gap. So for the determining the level of services there very much important to make a level of services that the customers expect, what are the available by the industry for. Specialized banks of Bangladesh are the banks they are trying to meet the customer satisfaction by providing the sophistication mode of services with taking the determinations of particular services of banking sector. They are giving the forces to bounce the best with integrating service environment. Customer satisfaction and service quality is interconnected with each other. Gratification of customer is contingent upon service quality and service quality is progressively offered as a strategy by marketers to make a place themselves more meritoriously in the financial market. Due to the arrival of e-banking, quality of service has been enhanced a lot as related to outdated banking services and for the trending situation at all everything is now on the level of challenging why not for the specialized banks of Bangladesh.

The objectives are the followings: -? To identify the customers' attitude towards the present service quality of banks. ? To find the persuadingfactors of services. ? To evaluatethe performance of government specialized bank on the basis of quality of services ? To make some recommendations from the overall level of service quality in governments specialized banks.

The replication of portion is to carry an insightfulassessment of the past inquest all of it accompanying with theDeterminants of Service Quality Factors, encircled by the researches completed the subsequent study, enclosed by the explores thru the followings.Business dictionary.Com explained service A Author ?: Lecturer, Department of Accounting and Information Systems, Faculty of Business Studies, Begum Rokeya University, Rangpur-5400, Bangladesh. e-mail: [email protected] quality by followings way "assessment of how well a delivered service conforms to the client's expectations. Service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems, and to better assess client satisfaction.'' [1] . Jain, Gupta & Smrita (2012) "The Reliability and Responsiveness are the most relevant factors for the service quality perception and they have compared the individual scores with the average mean value scored by the private banks." [2] Ashaduzzaman, Moniruzzaman& Sheila (2012),'The organization needs to ensure the right products and services supported by the right promotion and making it available at the right time for the customers. A business that caters to their customers` needs will inevitably gain the loyalty of their customers, thus resulting in repeat business as well as potential referrals. Consequently, it is imperative that businesses get to know their customers. Study revealed Positive and significant relationship has been found between service quality dimensions (reliability, responsiveness, assurance, empathy, and tangibles) and customer satisfaction.' [3] Heryanto (2011), "there is a significant relation between the service quality and the customer satisfaction. And service quality is very important and consists of actions like quick response, commitment, staff availability, right service fat right time, complaint solution, competency and capability of the staff in the bank'' [4] Holy Ghost, Fatima and Gnanadhas, Edwin (2011) "The existence of a close bond between the service quality factors and the customer satisfaction level and the impact of the service quality factors on customer satisfaction was varying with the demography of the customers .× [5] Munusamy, Chelliah and HorWaiMun (2010),"The assurance has a positive relationship with customer satisfaction, but without significant effect and the Reliability is the timeliness and accuracy in service provided, reliability does not have much impact on customer satisfaction. Tangibles include the appearance of the company, and the study found that it has high positive correlation with customer satisfaction." [6] Customer relationship is one alternative facet the banks essential to be given par prominence dealing customer relation resourcefully is a plus that the banks should distillate to win the state of affairs. Aforementioned study mostly overwhelmed services factor and quality issues from different pipelines by this study, it is interpreted determinates of services quality of government specialized banks at the context of Bangladeshi banking mode and customer satisfaction culture practices determinants. From side to side this study it'll be shown the different insightful service quality determinants towards the specialized government bank of Bangladesh.

IV.

This research is empirically descriptive in nature. The primary data has been collected throughpersonal interview while respondents were conducting banking activity. It has covered theopinion of customers of three government special banks.The information about customer satisfaction in specialized banks of Bangladesh has been obtained through a survey conducted at a sample of population. A total of 75 respondents were taken as sample based on randomly technique. The survey questionnaires were conducted via face to face interviews. Respondents wereasked to respond about their perceptions of the servicesquality provided by government special bank in Bangladesh in terms of the five services qualitydimensions. To record the responses of the sample respondents, a structured questionnaire wasused. Five point Likertscaleranking as 1 (strongly disagree), 2(disagree), 3(Neutral), 4(agree) and 5(strongly agree) has been used to pull togetherthe data. a) Respondents' Profile:The customer is vested in in three banks namely BDBL, BKB and RAKUB to the survey. The profiles of customer are described below: According to the table, we can see that most of the respondent's age limit is 20-30 years and the percentage is 32. The second highest percentage is 24 that are between 30-40 years and the 40-50 years is 22.67%, above 50 years' percentage is 17.33 and less than 20 years is 4% respectively.

Correlation Analysis: The relationship between two or more variables is called correlation.Toknow the strength of the relationship correlation is used.

1. ?? 0 :There is no relationship between reliability and customer satisfaction. 2. ?? 0 :There is no relationship between responsiveness and customer satisfaction. 3. ?? 0 :There is no relationship between assurance and customer satisfaction. 4. ?? 0 : There is no relationship between empathy and customer satisfaction. 5. ?? 0 :There is no relationship between tangibility and customer satisfaction.

Volume XVI Issue XII Version I Year ( ) From the ANOVA table, found that the P-value to obtain F-value (13.812) is almost zero. So overall acceptability of ? has been tested by analysis of variance (ANOVA), which also shows the acceptability of the model at the 5% significance level.

The multiple regression analysis is a technique of multivariate analysis, adopted to determine the importance of the perceived service quality factors in this research.After analyzing the regression, we can articulate that, if these factor changes then what will be the impact on overall customer satisfaction. When a problem involves three or more variables, it is subjected to multivariate analysis. When the data are on interval scale and one wish to find out the levels of perceived service quality,Given the levels of two or more independent variables, multiple regression analysis would be conducted. Therefore, the models are specified as follows:

The coefficient ??represents the intercept and all ?? 1 ? ?? 5 are partial regression coefficients. The least squares criterion estimates the parameter in such a way as to minimize the total errors. Regression output is automatically produced by the SPSS program. After analyzing the multiple regressions output, researchers will identify underlying dimensions, or factors, that explain the correlations among a set of variables.

As the conducted report points out, there are some problems that surface in the effort of evaluating customers' satisfaction. First, above findings suggest the need and relevance of heavy investment on tangibles particularly computer based banking, Mobilebanking, 'anywhere and anytime banking', etc. Today, customers are exposed to the standards of international banking and expect the same range of service quality from specialized banks of Bangladesh specialized banks of Bangladesh should continually assess and reassess how customers perceive bank services as to know whether the bank meets or exceeds or be below the expectations of their customers. Customer service is complex in nature and dynamic in action. Also, what is 'good service' today may become 'indifferent service' tomorrow and 'bad service' the next day.They are doing quite good but if they want to maintain a strong position among all the commercial banks running in Bangladesh then they requireaccentuating more on uninterrupteddevelopment of the service to gratify their appreciated customers. The banking sector in Bangladesh is undergoing major changes due to competition and the advent of technology. The process of fulfilling customer needs, therefore, requires tailoring bank services that customers want, rather than making them accept whatever banks can conveniently provide. All the leading banks in our country have various extra facilities to offer the customers in comparison with other banks but specialized banks of Bangladeshare mostly so lag behind. The benefits of such surveys represent a clearer picture of the customers' necessity. In this method these banks have the coincidental to consent to a higher customer contentment level and preserve a durablebond with their customer.