Advanced Search
MyIDEAS: Login to save this article or follow this journal

Applying Servqual To Banking Services: An Exploratory Study In Morocco

Contents:

Author Info

  • ECHCHABI Abdelghani

    (International Islamic University Malaysia)

Registered author(s):

    Abstract

    The paper seeks to study service quality perceptions and expectations for the Moroccan banking customers by using SERVQUAL model. The study consists of a sample of 240 respondents out of an initial sample of 300 randomly selected out of the total Moroccan banking customers. This data were subsequently analysed using descriptive statistics, t-test, factor analysis as well as logistic regression. The results indicate that the perceptions of the Moroccan banking customers far exceed their expectations regarding the five dimensions of SERVQUAL model, which is a good indication. At the same time, the findings show that responsiveness, assurance and empathy are the important dimensions considered by the customers while assessing the quality of services rendered by the Moroccan banks. The major contribution of the study is that it extends the usage of SERVQUAL model to another context which is that of Morocco, by testing its applicability and also by providing an adjusted scale of measurement of the dimensions in question. The study is also one of the few that have used SERVQUAL scale to examine service quality perception and expectation in the banking sector.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://eccsf.ulbsibiu.ro/RePEc/blg/journl/717echchabi.pdf
    Download Restriction: no

    Bibliographic Info

    Article provided by Lucian Blaga University of Sibiu, Faculty of Economic Sciences in its journal Studies in Business and Economics.

    Volume (Year): 7 (2012)
    Issue (Month): 1 (April)
    Pages: 62-72

    as in new window
    Handle: RePEc:blg:journl:v:7:y:2012:i:1:p:62-72

    Contact details of provider:
    Postal: Lucian Blaga University of Sibiu, Faculty of Economic Sciences Dumbravii Avenue, No 17, postal code 550324, Sibiu, Romania
    Phone: 004 0269 210375
    Fax: 004 0269 210375
    Email:
    Web page: http://economice.ulbsibiu.ro/
    More information through EDIRC

    Related research

    Keywords: Morocco; SERVQUAL; banking; logistic regression;

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:blg:journl:v:7:y:2012:i:1:p:62-72. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Mihaela Herciu).

    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.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with 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 profile, as there may be some citations waiting for confirmation.

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