| Author(s) | M. A. Al-Fawzan |
| Affiliation | King Abdulaziz City for Science and Technology P.O. Box 6086, Riyadh 11442, Saudi Arabia e-mail: mfawzan@kacst.edu.sa |
| Title | Assessing Service Quality in a Saudi Bank |
| Source | Journal of King Saud University. Engineering Sciences. Volume 18, No 1. (2006/1426) |
| Abstract | Service quality is defined as the degree of alignment between customers' expectations and their perceptions of the service received. In this paper, we have used SERVQUAL as a technique to measure service quality in a Saudi bank (SB), a typical service provider in Saudi Arabia. The aim is to explore the most important strength and weaknesses of SB. The analysis of this study showed that there are service quality gaps between customers' expectations and their perceptions in six dimensions. Hence, SB has to take improvement actions in these dimensions. |
