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Concepts Of Service Quality Measurement In Banks

Author

Listed:
  • Bente Corneliu

    (University of Oradea)

Abstract

The major aim of the research paper is to measure the quality of service offered by Raiffeisen Bank in Romania. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five dimensions of SERVQUAL model i.e. reliability, assurance, tangibility, empathy and responsiveness were used to measure the quality of service offered by the private banks. In order to achieve the aims, both primary and secondary sources of data were used.

Suggested Citation

  • Bente Corneliu, 2012. "Concepts Of Service Quality Measurement In Banks," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 889-894, December.
    • Handle: RePEc:ora:journl:v:1:y:2012:i:2:p:889-894
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    File URL: http://anale.steconomiceuoradea.ro/volume/2012/n2/135.pdf
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    Citations

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    Cited by:

    1. Han-Khanh Nguyen & Thuy-Dung Nguyen, 2021. "Improvement of Service Quality in the Supply Chain of Commercial Banks—A Case Study in Vietnam," JRFM, MDPI, vol. 14(8), pages 1-21, August.

    More about this item

    Keywords

    Service quality; customer satisfaction; loyalty; SERVQUAL; perception;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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