Abstract: This study represents the analysis of customer satisfaction level through SERVQUAL (service quality) method on a leading private bank of Bangladesh, namely Dhaka Bank Ltd. Customer satisfaction have been measured using the modified version of SERVQUAL as proposed by Parasuraman et al. (1988) [20], which involves five dimensions of service quality, particularly Reliability, Responsiveness, Empathy, Assurance, and Tangibles. To justify the satisfaction level on service provided by the bank towards the customers, survey research technique has been applied. Respondents were selected by simple random sampling procedure. The researchers used SPSS as a statistical tool to furnish data input and analysis for assessing satisfaction level of customers towards the bank. Findings of this paper demonstrates the satisfaction level of the customers at Dhaka Bank Limited, therefore, SERVQUAL would be applicable for banking industries whatever public and private banks.

• Publication Date: 03-Aug-2014
• DOI: 10.15224/978-1-63248-007-1-78
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Abstract: The Thai baht had been volatile since the implementation of the managed floating system in July 1997. At the same period, expenditures of foreign tourists in Thailand had been the major sector that contributed a significant growth on Thai GDP and generated domestic final demand and final outputs. This paper aims to explore the impact of Thai baht on expenditures of foreign tourists in Thailand, sectoral final demand and sectoral output by using two-step approach cointegration, bridge matrix and input-output table. In the first section, the behavioral equation of expenditures of foreign tourists was estimated based on the annual data during 1997-2012. The results indicated that world GDP per capita, exchange rate and development of tourism sector significantly determined expenditures of foreign tourists . In contrast, domestic economic growth and political stability cannot explained the level of expenditures of foreign tourists with statistical significance. For every one baht depreciat

• Publication Date: 03-Aug-2014
• DOI: 10.15224/978-1-63248-007-1-107
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• Downloads: 0