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Applying The Servqual Method In Banks

Author

Listed:
  • Bente Corneliu

    (University of Oradea)

Abstract

The main concern of credit institutions in Romania should be to maintain a portfolio of clients. Long-term cooperation relations between a bank and its customers is the proof of that bank's efforts in providing quality services that meet consumer demands. The study would try to throw some insights into the existing services provided by the banks and the gap between the customer expectations, perceptions and the actual state of performance. The results of the study would be able to recognize the lacunae in the system and thus provide key areas where improvement is required for better performance and success ratio.

Suggested Citation

  • Bente Corneliu, 2012. "Applying The Servqual Method In Banks," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 895-900, December.
    • Handle: RePEc:ora:journl:v:1:y:2012:i:2:p:895-900
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    File URL: http://anale.steconomiceuoradea.ro/volume/2012/n2/136.pdf
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    More about this item

    Keywords

    perception; satisfaction; expectations; SERVQUAL; Service quality;
    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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