IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v10y2012i3p307-334.html
   My bibliography  Save this article

Service quality at Jordanian commercial banks: what do their customers say?

Author

Listed:
  • Sulieman Ibraheem Shelash Al-Hawary
  • Amal Metabis

Abstract

Based upon an extended SERVQUAL model, this paper attempts to measure the service quality in commercial banks in Jordan. Data were collected via self-administered questionnaire from samples of bank customers (344). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results of the study found that the dimensions of service quality provided by Jordanian commercial banks are of great importance, respondents reported high levels of perceived service quality provided by Jordanian commercial banks, the assurance is clearly the most important dimension. Jordanian banks could realise a competitive advantage by emphasising assurance in service delivery. As a result, the Jordanian commercial banking sector needs to take initiative to become more competent by being more responsive through fulfilling their assurance for customers and by providing banking facilities more conveniently. It was therefore, recommended that banking service providers should pay special attention to their service quality and the factors that drive customer satisfaction. Suggestion for future research was also offered.

Suggested Citation

  • Sulieman Ibraheem Shelash Al-Hawary & Amal Metabis, 2012. "Service quality at Jordanian commercial banks: what do their customers say?," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 10(3), pages 307-334.
  • Handle: RePEc:ids:ijpqma:v:10:y:2012:i:3:p:307-334
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=48752
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Anber Abraheem Shlash Mohammad, 2017. "The Impact of Brand Experiences, Brand Equity and Corporate Branding on Brand Loyalty: Evidence from Jordan," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(3), pages 58-69, July.
    2. Sulieman Ibraheem Shelash Al-Hawary & Ahmad Mousa Al-Hamwan, 2017. "Environmental Analysis and its Impact on the Competitive Capabilities of the Commercial Banks Operating in Jordan," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(1), pages 277-290, January.
    3. Faraj Mazyed Faraj Aldaihani & Noor Azman Bin Ali, 2018. "Effect of Electronic Customer Relationship Management on Electronic Service Quality Provided by the Commercial Banks in Kuwait," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 8(2), pages 143-154, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:10:y:2012:i:3:p:307-334. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.