Marketing Research Assignment on Bad Service Experience

Bad Service Experience
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My experience with the bank I previously had an account with was not only bad but also painful. It happened when I could not withdraw or deposit cash from the account- the ATM was not working. I went to the customer service who instead of giving me an explanation, recommended me to call the service hotline. On calling, I was put on hold, being told that they don't receive calls from customers. I was told to wait for the mail. The next day I went to the main branch, and the story was the same. The mail arrived a few days later and with no explanation, was told that my account was closed. It was closed with all my cash inside, and there was no explanation to it.
This was the bad and the most painful service experience I have ever had with a bank. I started evaluating on what led to this kind of service, and I found five dimensions- the tangibles, the responsiveness, the reliability, the assurance and empathy (Chris, 2008). The bank yes had the communication material but how effective were the...