قياس أبعاد جودة الخدمة المصرفية من وجهة نظر الزبائن باستخدام مدخل الفجوات

الملخص EN

Quality and their applications have become the focus of attention all organizations, regardless of the nature of its activities as it seeks to achieve its goals and gain customer satisfaction and achieve competitive advantages.

The banking system of vital institutions with a direct impact to the national economy and development as well as dealing with the public and customers to develop the service provided and the commitment to quality assurance and standards need to become civilized.

There are still several problems, whether credit or credibility or the response that is complaining of auditors and clients of the banks, particularly with regard to time and place, credibility and reliability, which displays to the violation of consumer rights.

So came this research to determine the importance of quality and methods applied in accordance with the agreeddimensional.

With the study of the gap between the reality of the service actually provided and the expected customer perceptions of quality.

The research has come to many of the recommendations that are in service on the part of banks, and in terms of rights and to meet the customers and provide quality services that are commensurate with the desires and perceptions of the customer.