Service Quality in Commercial Banks.
Beirut Arab University
Faculty of Commerce &Business Administration
Measuring Service Quality In Commercial Banks: An Empirical Study
This is to certify that I have examined this copy of MBA project and have found that it is complete and satisfactory in all aspects, and that any all revisions required by the Final Examining Jury have been made.
Prepared By:
Malak
Commite Members:
Supervisor :
Approved : ____________________
Examiner :
Approved :_____________________
Examiner :
Approved :_____________________
Date of Report Defense:
Table of Content
Table of Content1
List of Tables2
List of Figures and Charts2
Acknowledgment5
Abstract6
Chapter One - Introduction7
Introduction8
Chapter Two - Literature Review9
2.1 Introduction10
2.2 Definitions and Theoretical Background 11
2.3 Literature Review 14
Chapter Three - Research Methodology40
3.1 Introduction41
3.2 Research Sample 42
3.3 Research Variables 48
3.4 Research Measurements 49
3.5 Research Method & Data Gathering 50
3.6 Data Analysis 51
References7
Appendix7
List of Tables
Table 1: Age 42
Table 2: Gender 43
Table 3: Educational Level 44
Table 4: Specialization 45
Table 5: Organization Level 46
Table 6: Years of Experience 47
List of Charts and Figures
Chart 1: Age 42
Chart 2: Gender 43
Chart 3: Educational Level 44
Chart 4: Specialization 45
Chart 5: Organization Level 46
Chart 6: Years of Experience 47
Figure 1: Research Hypothesis 24
Figure 2: Primary Model 25
Figure 3: Dominance analysis Technique 27
Figure 4: Gap analysis model 32
Figure 5: Technical and functional quality model 33
Figure 6: Service Quality Dimensions 36
Acknowledgement
I have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals and organizations. I would like to extend my sincere thanks to all of them.
I am highly indebted to (Name of your Organization Guide) for their
Faculty of Commerce &Business Administration
Measuring Service Quality In Commercial Banks: An Empirical Study
This is to certify that I have examined this copy of MBA project and have found that it is complete and satisfactory in all aspects, and that any all revisions required by the Final Examining Jury have been made.
Prepared By:
Malak
Commite Members:
Supervisor :
Approved : ____________________
Examiner :
Approved :_____________________
Examiner :
Approved :_____________________
Date of Report Defense:
Table of Content
Table of Content1
List of Tables2
List of Figures and Charts2
Acknowledgment5
Abstract6
Chapter One - Introduction7
Introduction8
Chapter Two - Literature Review9
2.1 Introduction10
2.2 Definitions and Theoretical Background 11
2.3 Literature Review 14
Chapter Three - Research Methodology40
3.1 Introduction41
3.2 Research Sample 42
3.3 Research Variables 48
3.4 Research Measurements 49
3.5 Research Method & Data Gathering 50
3.6 Data Analysis 51
References7
Appendix7
List of Tables
Table 1: Age 42
Table 2: Gender 43
Table 3: Educational Level 44
Table 4: Specialization 45
Table 5: Organization Level 46
Table 6: Years of Experience 47
List of Charts and Figures
Chart 1: Age 42
Chart 2: Gender 43
Chart 3: Educational Level 44
Chart 4: Specialization 45
Chart 5: Organization Level 46
Chart 6: Years of Experience 47
Figure 1: Research Hypothesis 24
Figure 2: Primary Model 25
Figure 3: Dominance analysis Technique 27
Figure 4: Gap analysis model 32
Figure 5: Technical and functional quality model 33
Figure 6: Service Quality Dimensions 36
Acknowledgement
I have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals and organizations. I would like to extend my sincere thanks to all of them.
I am highly indebted to (Name of your Organization Guide) for their
References: Introduction During the last two decades, the service-oriented industry has potential growth (Hoffma & Bateson 2002) and now constitutes a major portion of the world economy When analyzing dimensions of bank service quality, Levesque and McDougall (1996) adapted the SERVQUAL model and obtained 3 dimensions of service quality which supported the notion that there may be two overriding dimensions to service quality.