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Measuring quality of bank services in jordan: Gap analysis

The study has been conducted on a sample of (1000) customer was randomly selected from the customers of all surveyed banks. The quality of service was measured by applying the gap model (the difference between the customers’ perceived, and their expected quality).data required for this study has been collected by a question0naire which was designed for this purpose. | International Journal of Business and Social Science Vol. 2 No. 1 January 2011 Measuring Quality of Bank Services in Jordan Gap analysis Naji D. Mualla Professor New York Institute of Technology Amman - Jordan Email najmu2005@hotmail.com Abstract Purpose Measuring the quality of service provided by the commercial banks in Jordan and establishing a database which can help the management improving the quality of services. Methodology The study has been conducted on a sample of 1000 customer was randomly selected from the customers of all surveyed banks. The quality of service was measured by applying the gap model the difference between the customers perceived and their expected quality .data required for this study has been collected by a question0naire which was designed for this purpose. Findings The findings of the study indicate that the quality of services is low unsatisfactory and in turn the banks still have a lot of efforts to do regarding the quality of their services. Limitations This study is based on sell-report perceptions of the customers. Data collected by this approach may or may not be an accurate to that extent which reflects the respondent s real feelings. Practical implications The results of this study should enable the management in the commercial banks in Jordan to design internal marketing programs aimed at building a strong service-minded employees and improving the quality of their services. Originality The study is a first research attempt which aims to measure the quality of bank service in Jordan using the Gap analysis approach. Keywords bank quality marketing service Jordan Introduction Commercial banks in Jordan have a vital role in the socio-economic development process. They are the most influencing in the whole economic system than other institutions and they had positively contributed in all developmental efforts devoted by the government. In the past ten years noticeable developments in the banking sector have been occurred. The .