Scientific Study from the year 2018 in the subject Economics - Finance,
grade: 12, language: English, abstract: The issue of service quality has
been at the center of the ongoing academic and business interest since
the late 1970s. Of course buyers have always been concerned about
quality, but increasing competition in the current markets of many
services has made consumers more selective in the service they choose.
The study focuses on banking services, their quality and customer
satisfaction in the banking system: as a case study, services provided
by banks in Shkodra have been taken. For the realization of the study a
complete analysis was used based on the data collected from the
questionnaire with the clients of the commercial banks operating in
Shkodra. The data provided by the questionnaire analyzed the real level
of banking services in Shkodra. These services are seen in terms of
their diversity as well as the level of quality of services they offer
to attract the customer. The study also highlights the gaps that these
banks have in their services under contemporary conditions. The purpose
of this study is to confirm the theory that banks should do more to
perceive the customer about the quality of services. Banks try to
provide modern services, but the most important is to identify and
perceive customer needs about services because what may be good for the
bank may not be the good for the customer.
