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Assessment Of The Service Quality In Macedonia'S Banking Sector

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  • Marina Topalovska

Abstract

Service quality and costumers satisfaction have been widely described as related constructs in the literature. Some of the scholars have even characterized them as a single construct. In high involvement industries, like banking, the quality of the service appears to be a prerequisite for success. In cognizance to the relative paucity of studies on the banking industry in Macedonia, in the context of service quality, this paper attempts to contribute in this regard by focusing on the service quality issues in Macedonia banking sector. This was accomplished by applying the service quality measures developed by Parasurman et al(1985) .The current study focuses on retail costumers, thus, generalization to the corporate group should be done with caution.

Suggested Citation

  • Marina Topalovska, 2008. "Assessment Of The Service Quality In Macedonia'S Banking Sector," Journal Articles, Center For Economic Analyses, pages 33-46, December.
    • Handle: RePEc:cmk:journl:y:2008:p:33-46
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    References listed on IDEAS

    as
    1. Marjan Nikolov, 2008. "A Simple Queuing Statistical Model For The Banking System In Macedonia," Journal Articles, Center For Economic Analyses, pages 5-8, June.
    2. Chattopadhyay, Amitava & Alba, Joseph W, 1988. "The Situational Importance of Recall and Inference in Consumer Decision Making," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(1), pages 1-12, June.
    3. Herr, Paul M, 1989. "Priming Price: Prior Knowledge and Context Effects," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(1), pages 67-75, June.
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