Kvaliteta usluga u bankarskoj industriji: koncept i mjerenje
Service quality in the banking sector: concept and measurement

Summary/Abstract: During their life, most citizens of developed countries use banking services, with the quality of these services being the most important feature for them. Therefore, this article will consider the concept and measurement of the quality of banking services. It will present results of the explorative research conducted for the purpose of determining customers’ perception of the quality of banking services in the Split-Dalmatia County. The “importance-performance” grid will be used in order to identify which of “the five basic dimensions” of quality are important for banking customers and to show the usefulness and relative simplicity of this model’s application for measuring service quality in the banking sector. The article also gives guidelines which will show not only how customers perceive the quality of services provided but also what dimensions of quality they find more or less important.

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