摘要：Service firms in the developing country like other organizations now realizing the significance of customer oriented philosophies and turning to quality management approaches to facilitate managing their businesses. SERVQUAL as an effective approach to measure the quality of provided services and also analysis the gaps between customer expectations and perceptions of the service organization. This paper has been highlighted important service quality gaps associated with external customer services in the baking services of the Bangladesh especially in PCBs. Another aim of this paper is to point out how management of service improvement can become more logical and integrated with respect to the prioritized service quality dimensions and their affections on increasing or decreasing service quality gaps.
