| Measuring the Quality of Banking Services in Banks Operating in Libya | Merenje kvaliteta bankarskih usluga u bankarskom poslovanju u Libiji |
| Management, [pdf] | Menadžment, [pdf] |
| ID: 7.2011.59.3 Number: 59 Year: 2011 UDC: 658.8:336.71(612) ; 005.6:336.717(612) [tmx] [bow] |
Mohamed M. Alsakit Abulgasem
Institution: Faculty of Organizational Sciences, University of Belgrade | Mohamed M. Alsakit Abulgasem
Institucija: Fakultet organizacionih nauka, Univerzitet u Beogradu |
Radmila Janičić
Institution: Faculty of Organizational Sciences, University of Belgrade | Radmila Janičić
Institucija: Fakultet organizacionih nauka, Univerzitet u Beogradu |
Vinka Filipović
Institution: Faculty of Organizational Sciences, University of Belgrade | Vinka Filipović
Institucija: Fakultet organizacionih nauka, Univerzitet u Beogradu |
Mirjana Gligorijević
Institution: Faculty of Economics, University of Belgrade | Mirjana Gligorijević
Institucija: Ekonomski fakultet u Beogradu |
Abstract
The aim of the study is to measure the service quality of the banking system in Libya and to determine the importance
of the service quality items. In addition, the study measures the relationship between the banking service quality
and client’s satisfaction. The sample of the study includes (325) questionnaires. The study concludes that understanding
the client’s expectations is very important in the provision of a better banking service quality as well as in
achieving client’s satisfaction. Furthermore, the measurement of service quality and the client’s perception of the
service are considered to be the main approach to the development and improvement of the banking service quality.
In addition, the findings also show a significant relationship between the client’s satisfaction and the service quality
provided. Furthermore, the client’s continuous dealing with banks and their loyalty depends mainly on the understanding
of the provided service quality. In this paper we use the SERVQUAL model in order to measure the
service quality that contributes to customer satisfaction and to his loyalty to a bank. Since there has been no studies
dealin with this topic so far, this one will be very interesting and useful for the banking sector in Libya. The topic of
this paper is a theoretical and practical analysis of measuring the service quality in the banking sector in Libya.
Measuring the quality of banking services is one of the basic indicators of the bank’s quality and it can contribute
to the improvement of banking services. By using the various tools, advanced tools and modern technology in operations
and marketing activities with regard to communications, marketing and information technology, service delivery
and completion of marketing operations across multiple devices come to the forefront position of marketing
banking services to the various parties through these means. | Apstrakt
Cilj ove studije jeste da izmeri kvalitet usluga koje pru`a bankarski sistem u Libiji i da odredi značaj kvaliteta pojedinačnih usluga. Pored toga, u studiji merimo odnos između kvaliteta bankarskih usluga i zadovoljstva klijenata. Uzorak na kojem je studija sprovedena obuhvata 325 upitnika. Da bismo obezbedili bolji kvalitet bankarskih usluga i postigli ve}e zadovoljstvo klijenata, navodi se u zaklju~ku studije, veoma je va`no da razumemo {ta klijenti očekuju. Šta više, smatra se da merenje kvaliteta usluge i klijentovo viđenje te usluge predstavljaju glavni pristup razvijanju i unapređenju kvaliteta bankarskih usluga. Studija je takođe pokazala da je odnos između zadovoljstva klijenta i kvaliteta usluge koja mu se pruža veoma znašajan. Trajanje saradnje i lojalnost koju klijenti pokazuju banci uglavnom zavisi od shvatanja kvaliteta pru`ene usluge. Za merenje kvaliteta usluge od koga zavisi zadovoljstvo klijenta i njegova lojalnost banci u ovom radu smo koristili SERVQUAL model. Pošto do sada nije urađena ni jedna studija u ovoj oblasti, smatramo da će ovaj rad biti vrlo interesantan i koristan za bankarski sektor u Libiji. Tema ovog rada je teorijska i praktična analiza merenja kvaliteta usluga u bankarskom sektoru u Libiji. Merenje kvaliteta bankarskih usluga predstavlja jedan od osnovnih pokazatelja kvaliteta banke i doprinosi pobolj{anju bankarskih usluga. Primenom razli~itih instrumenata, naprednih alata i moderne tehnologije u poslovnim i marketin{kim aktivnostima, a u sprezi sa komunikacijama, marketinškom i informacionom tehnologijom, pružanje usluga i marketing na različite i višestruke načine izbija u prvi plan aktivnosti kada se radi o marketingu bankarskih usluga različitim zainteresovanim stranama. |
| Pages: 25-33 | Strane: 25-33 |