Service quality in the banking sector: Concept and measurement
During their life, most citizens of developed countries use banking services, with the quality of these services being the most important feature for them. Therefore, this article will consider the concept and measurement of the quality of banking services. It will present results of the explorative...
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| Format: | Article |
| Language: | English |
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Faculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations)
2006-12-01
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| Series: | Tržište |
| Subjects: | |
| Online Access: | http://hrcak.srce.hr/file/34570 |
| _version_ | 1818063164263104512 |
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| author | Mario Pepur |
| author_facet | Mario Pepur |
| author_sort | Mario Pepur |
| collection | DOAJ |
| description | During their life, most citizens of developed countries use banking services, with the quality of these services being the most important feature for them. Therefore, this article will consider the concept and measurement of the quality of banking services. It will present results of the explorative research conducted for the purpose of determining customers’ perception of the quality of banking services in the Split-Dalmatia County. The “importance-performance” grid will be used in order to identify which of “the five basic dimensions” of quality are important for banking customers and to show the usefulness and relative simplicity of this model’s application for measuring service quality in the banking sector. The article also gives guidelines which will show not only how customers perceive the quality of services provided but also what dimensions of quality they find more or less important. |
| first_indexed | 2024-12-10T14:15:45Z |
| format | Article |
| id | doaj.art-992f35002cef40aebbb5911463504f89 |
| institution | Directory Open Access Journal |
| issn | 0353-4790 |
| language | English |
| last_indexed | 2024-12-10T14:15:45Z |
| publishDate | 2006-12-01 |
| publisher | Faculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations) |
| record_format | Article |
| series | Tržište |
| spelling | doaj.art-992f35002cef40aebbb5911463504f892022-12-22T01:45:21ZengFaculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations)Tržište0353-47902006-12-01181-25366Service quality in the banking sector: Concept and measurementMario PepurDuring their life, most citizens of developed countries use banking services, with the quality of these services being the most important feature for them. Therefore, this article will consider the concept and measurement of the quality of banking services. It will present results of the explorative research conducted for the purpose of determining customers’ perception of the quality of banking services in the Split-Dalmatia County. The “importance-performance” grid will be used in order to identify which of “the five basic dimensions” of quality are important for banking customers and to show the usefulness and relative simplicity of this model’s application for measuring service quality in the banking sector. The article also gives guidelines which will show not only how customers perceive the quality of services provided but also what dimensions of quality they find more or less important.http://hrcak.srce.hr/file/34570service qualitybanking sector |
| spellingShingle | Mario Pepur Service quality in the banking sector: Concept and measurement Tržište service quality banking sector |
| title | Service quality in the banking sector: Concept and measurement |
| title_full | Service quality in the banking sector: Concept and measurement |
| title_fullStr | Service quality in the banking sector: Concept and measurement |
| title_full_unstemmed | Service quality in the banking sector: Concept and measurement |
| title_short | Service quality in the banking sector: Concept and measurement |
| title_sort | service quality in the banking sector concept and measurement |
| topic | service quality banking sector |
| url | http://hrcak.srce.hr/file/34570 |
| work_keys_str_mv | AT mariopepur servicequalityinthebankingsectorconceptandmeasurement |