قياس جودة الخدمات المصرفية في مدينة قسنطينة - الجزائر -

Abstract

Service quality is becoming more critical for banks to maintain their market shares. This paper use SERVPERF scales for measuring service quality in group of banks. The instrument includes 23 items that belong to the five dimensions of SERVPERF. The present study was focused in Constantine city and data on only perceptions measures were collected from 460 banks customers. After analyses of data by SPSS, the results show that customers have negative views about service quality in this sample of banks. And indicated that age and educational skills of customers have a difference significances regarding to their evaluation of service quality. This paper also investigates the difference in significance between the instrument’s dimensions. This is supposed to help managers focus their attention on the service quality dimension that matters most to customers.