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Measuring Service Quality using SERVQUAL Model: a Study in the Banking sector of Cyprus

dc.contributor.authorDemosthenous, Evanthis
dc.date.accessioned2016-01-12T07:24:24Z
dc.date.available2016-01-12T07:24:24Z
dc.date.issued2012-11
dc.identifier.urihttp://hdl.handle.net/11728/7029
dc.description.abstractPurpose: The aim of this study was to investigate the service quality within Cypriot banks based on the beliefs of 135 participants, with the use of a Greek translated version of SERVQUAL. Design/Methodology/Approach: Chi-squared test, Paired-Sample t-tests, T-tests, and correlation coefficient were calculated for the analysis of the results. Findings: Results revealed that the expectations of Cypriot banks’ clients were not met, and as a result the overall service quality of Cypriot banks was not at satisfactory level. Nevertheless, the dimension “tangibles” received the smallest gap score, while the dimension “empathy” received the biggest gap score among the other dimensions. Originality/Value: It is proposed that it is essential and crucial for the Cypriot banks to revisit their quality service schemes in order to ensure that the standards of service quality within their organisation are fulfilling customers’ needs.en_UK
dc.language.isoenen_UK
dc.publisherBusiness Administration Program, School of Economics Sciences and Business, Neapolis University Paphosen_UK
dc.rightsΑπαγορεύεται η δημοσίευση ή αναπαραγωγή, ηλεκτρονική ή άλλη χωρίς τη γραπτή συγκατάθεση του δημιουργού και κάτοχου των πνευματικών δικαιωμάτωνen_UK
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/en_UK
dc.subjectResearch Subject Categories::SOCIAL SCIENCES::Business and economicsen_UK
dc.subjectReliabilityen_UK
dc.subjectAssuranceen_UK
dc.subjectEmpathyen_UK
dc.subjectResponsivenessen_UK
dc.subjectTangiblesen_UK
dc.subjectService qualityen_UK
dc.subjectbanking sectoren_UK
dc.titleMeasuring Service Quality using SERVQUAL Model: a Study in the Banking sector of Cyprusen_UK
dc.typeThesisen_UK


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Απαγορεύεται η δημοσίευση ή αναπαραγωγή, ηλεκτρονική ή άλλη χωρίς τη γραπτή συγκατάθεση του δημιουργού και κάτοχου των πνευματικών δικαιωμάτων
Except where otherwise noted, this item's license is described as Απαγορεύεται η δημοσίευση ή αναπαραγωγή, ηλεκτρονική ή άλλη χωρίς τη γραπτή συγκατάθεση του δημιουργού και κάτοχου των πνευματικών δικαιωμάτων