قياس جودة الخدمات المصرفية من وجهة نظر العملاء بالتطبيق على المصارف السعودية

الملخص EN

This research handles an important concept and has great role in measuring the quality of banking services with the aim of improving and developing it.

The importance of this research comes out of the importance of the studied sector that the banks are considered to be strategic and essential sectors according to the economical role which is played in constructing the national economy and its development.

This research handled the study of measuring the quality of banking services from the point of view of the customer through applying it on the Saudi Arabian banks through studying the standard of actual banking services expected for the customers of the studying group consisted of 12 Saudi Arabian commercial banks.

The most important results of this research is the existence of discrepancies between the standard of the actual quality services of Saudi Arabian banks and the expected standard of the quality of services by the customer of Saudi Arabian banks; in addition to a group of results, conclusions and recommendations which aim at contributing to improvement of quality of banking services.