Coronavirus disease 2019 (COVID-19), caused by Severe acute respiratory syndrome coronavirus-2 (SARS-CoV-2), has been declared as a global pandemic by the World Health Organization (WHO). As the disease is highly infectious, the Global South countries are in a vulnerable situation with high urban population density and lack of Water, Sanitation, and Hygiene (WASH) services. The situation for the urban slum dwellers and low-income group clusters are becoming worse. Lack of health and sanitation service availability has already been an issue for them before the beginning of the pandemic. So, it is predictable that adopting this massive global pandemic is a critical challenge for them. This paper assesses the sanitation service gap in urban slums, which has become a severe challenge to tackle due to COVID-19. The study areas of this research are the Ranarmath slum and the Khema slum of Khulna city, Bangladesh. The SERVQUAL model has been used to identify the quality of sanitation service available in these informal residential settlements. The interpretation of questionnaire survey data from the two slums reveals that one slum lacks Assurance and Empathy, where the other slum lacks Tangibility and Responsiveness. However, the Tangibility, Reliability, and Responsiveness condition of both slums are flawed with the lack of latrine functionalities and services from concerned authorities. The incompatibility of the condition has been identified by evaluating the WHO's different sanitation management policy for COVID-19. The research concludes that sanitation services like handwashing facilities and water supply availability in the latrine directly related to COVID-19 prevention are indigent for these slums.

由严重急性呼吸系统综合症冠状病毒 2 (SARS-CoV-2) 引起的 2019 年冠状病毒病 (COVID-19) 已被世界卫生组织 (WHO) 宣布为全球大流行病。由于该疾病具有高度传染性，全球南方国家处于城市人口密度高且缺乏水、环境卫生和个人卫生 (WASH) 服务的脆弱境地。城市贫民窟居民和低收入群体群体的情况正在恶化。在大流行开始之前，缺乏卫生和卫生服务已经成为他们面临的一个问题。因此，可以预见，应对这种大规模的全球流行病对他们来说是一项重大挑战。本文评估了城市贫民窟的卫生服务差距，由于 COVID-19，这已成为解决的严峻挑战。本研究的研究区域为孟加拉国库尔纳市的Ranarmath贫民窟和Khema贫民窟。SERVQUAL 模型已被用于确定这些非正式住宅区可用的卫生服务质量。对两个贫民窟的问卷调查数据的解读表明，一个贫民窟缺乏自信和同理心，另一个贫民窟缺乏有形性和响应性。然而，由于缺乏有关当局提供的厕所功能和服务，这两个贫民窟的有形性、可靠性和响应性条件存在缺陷。通过评估世卫组织针对 COVID-19 的不同卫生管理政策，确定了这种情况的不相容性。