Assessing Service Quality in a Saudi Bank

Mohammad A Al-Fawzan

15 citations0/0 files storedJournal of King Saud University - Engineering Sciences

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Abstract

Service quality is defined as the degree of alignment between customers’ expectations and their perceptions of the service received. In this paper, we have used SERVQUAL as a technique to measure service quality in a Saudi hank (SB), a typical service provider in Saudi Arabia The aim is to explore the most important strength and weaknesses of SB. The analysis of this study showed that there are service quality gaps between customers’ expectations and their perceptions in six dimensions. Hence, SB has to take improvement actions in these dimensions.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1984A Service Quality Model and its Marketing Implications 1990Zero defections: quality comes to services.1991Refinement and reassessment of the SERVQUAL scale.1989The management and control of quality 1994Quality from Customer Needs to Customer Satisfaction 1991QUALITY AND PUBLIC SERVICES

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