Service Quality: A Case Study Of Banca Romaneasca

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• BENTE CORNELIU

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Abstract

Scope of the study: The study would try to throw some insights into the existing services provided by the banks and the gap between the customer expectations, perceptions and the actual state of performance. The results of the study would be able to recognize the lacunae in the system and thus provide key areas where improvement is required for better performance and success ratio. Research Objectives: -To find out the level of expectation and the level of perception of the customers from the services offered by the banks. – To compare the level of perception and expectation of the services offered by the banks. – To know which service quality dimension the bank is performing well and in which dimension it needs improvement. -To address the importance of improving service quality in the banking industry. This study was structured in two directions: identify expectations of customers before using the services of Banca Romaneasca and their perception about the quality of banking services after becoming bank customers. Data collection was obtained using questionnaires and the collected data were summarized in a summary of the results grid, applying then calculations and analysis on them. They showed such attitudes, opinions and perceptions of customers about the quality of services are offered by Banca Romaneasca, and then were formulated recommendations clear and immediate on the quality of customer service provided to adapt SERVQUAL dimensions to the socio-cultural context specific to the Romanian banking market. A questionnaire was developed to identify underlying dimensions of bank quality and to asses consumersâ€(tm) perceptions of the importance of each of these dimensions. Hypothesis- H0: There is a statistically significant difference between perceptions and expectations of Banca Romaneasca customers. The results of the service quality analysis show that reliability and empathy are the two most critical dimensions of service quality, and they are directly related to overall service quality.

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Handle: RePEc:ora:journl:v:1:y:2013:i:2:p:421-429

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http://anale.steconomiceuoradea.ro/volume/2013/n2/040.pdf

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