[email protected] 48032091-4
[email protected] 48032091-4

Course Details

Service Quality Management in Banks

  • Title : Service Quality Management in Banks
  • Course TYPE : Training Workshop
  • Course No : TW47/2025
  • Duration : 02 Working Days
  • Frequency : 1
  • Time : Wednesday 17th of September 2025 - Thursday 18th of September 2025
  • Nature: Residential
  • Target Group : Senior Principal Officer or Equivalent Officer and above
  • Methods : Lecture, Group Discussion, Case Study, Panel Discussion and Formulation of Recommendation
  • Resource Person: BIBM Faculty and Professionals from Financial and Other Institutions
  • Coordination Team :
    1 . Dr. Mohammad Tazul Islam
    2 . Prodip Ranjan Debnath
  • Objectives:

    a.   To Acquaint the Participants with the Service Quality Concepts, Methods, and Strategies to Accelerate Banking Service Quality.

    b.   To Develop the Expertise of the Participants in Applying the Concepts of Service Quality Management for Sustainable Growth of Banking Business. 

  • Contents:
    • Concepts, Components, Importance, and Strategies of Service Quality.
    • Customer-Centric Culture in Banks.
    • Customer Satisfaction: Different Means and Ways Adopted in Financial Institutions.
    • Service Recovery: Customer Response Following Service Failure, Service RecoveryStrategies, Service Switching Behaviors of Customers, and Handling Customer Complaints
    • Post-Service Relationship: Methods and Strategies Relationship Marketing for Sustainability.
    • Measuring and Monitoring Customer Satisfaction and Service Quality for Sustainable Growth of Banking Business.

Terms

BIBM member banks can access the online nomination form before forty (40) days of the commencement of programs. BIBM member banks can nominate a maximum number of three (03) participants for a Training Course/Training Workshop. The maximum number of participants in each Training Course/Training Workshop is 40. However, if the number of total nominees exceeds the maximum number, a final list of 40 participants will be prepared by the BIBM authority which will be available online five (05) days prior to the commencement of the Training Course/Training Workshop. Information in regard to rejection of any nomination will be communicated to the concerned bank at least three (03) days before the commencement of the Training Workshop. No participant under the target group/level is allowed to participate in any Training Course/Training Workshop.

Registration Fee:

  • As per the decision of the BIBM Governing Board, BIBM Member Banks (except Bangladesh Bank) are required to pay BDT 3,600/- per participant as training fees which also include Accommodation, Food, and other miscellaneous expenses. 
  • For Non-member Banks and Non-Bank Financial Institute (NBFIs) are required to pay BDT 5,600/- for per participant as training fees which also include Accommodation, Food, and other miscellaneous expenses.
  • Bangladesh Bank, the fee is BDT 1,000 per participant. 

All Fees are excluding VAT and Tax. 

Methods of Payment:

The pay order/bank draft drawn in favor of ‘Bangladesh Institute of Bank Management’ has to be sent at least Three (03) days prior to the commencement of the Training Course/Training Workshop to Director General, Bangladesh Institute of Bank Management, Plot #4, Mail Road-1, Mirpur-2, Dhaka-1216. The nominee(s) have to submit a copy of the nomination letter (containing mobile number & email address) & photocopy of bank draft/pay order at the time of registration to join the Campus-based  Course on 17 September, 2025 at 10.am.

Session Time:

The Training for each day will be as follows:

Time

Session

1005-1105

1st Session

1105-1125

Refreshment

1125-1225

2nd Session

1225-1230

Break

1230-1330

3rd Session

1330-1430

Lunch & Prayer Break

1430-1530

4th Session

1530-1545

Break

1545-1645

5th Session

1645

Tea & Snacks