Year: 2005
Type: article
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.
Author: M.A. Al-Fawzan
Institution: King Abdulaziz City for Science and Technology
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: hybrid
Estimated APC paid:
OpenAlex ID: W2890698885