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

Demosthenous, Evanthis

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

dc.contributor.author	Demosthenous, Evanthis
dc.date.accessioned	2016-01-12T07:24:24Z
dc.date.available	2016-01-12T07:24:24Z
dc.date.issued	2012-11
dc.description.abstract	Purpose: 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.identifier.uri	http://hdl.handle.net/11728/7029
dc.language.iso	en	en_UK
dc.publisher	Business Administration Program, School of Economics Sciences and Business, Neapolis University Paphos	en_UK
dc.rights	Απαγορεύεται η δημοσίευση ή αναπαραγωγή, ηλεκτρονική ή άλλη χωρίς τη γραπτή συγκατάθεση του δημιουργού και κάτοχου των πνευματικών δικαιωμάτων	en_UK
dc.rights.uri	http://creativecommons.org/licenses/by-nc-nd/4.0/	en_UK
dc.subject	Research Subject Categories::SOCIAL SCIENCES::Business and economics	en_UK
dc.subject	Reliability	en_UK
dc.subject	Assurance	en_UK
dc.subject	Empathy	en_UK
dc.subject	Responsiveness	en_UK
dc.subject	Tangibles	en_UK
dc.subject	Service quality	en_UK
dc.subject	banking sector	en_UK
dc.title	Measuring Service Quality using SERVQUAL Model: a Study in the Banking sector of Cyprus	en_UK
dc.type	Thesis	en_UK