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Evaluation of the quality of banking services with the use of the SERVPERF method

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Lotko A., Lotko M., Paździor M., Wójtowicz Ł., Nowak M., Paździor P.
Central European Review of Economics & Finance
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2017
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issue Vol. 22, No 6
17-27
EN
The purpose of this paper is to measure and evaluate the quality of banking services with the use of the SERVPERF method. The questionnaire method was applied in the study. The questionnaire was composed of two parts. The first part covered certificate questions specifying the customers of the bank and the second substantial part included the questions of the SERVPERF questionnaire. The author of this paper has studied merely the quality performance pursuant to the assumption of the SERVPERF method adopting the expectations of the customers at the maximum level. The analysis of the results of the carried out study demonstrates that the biggest quality gap was observed for the dimension tangibles. The study of diversification showed that tangibles, empathy and responsiveness are diversified only by one factor. Education of the respondents was a variable that diversified the greatest number of dimensions.(original abstract)
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