The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector

The aim of this research is to analyze the impact of service quality on customer satisfaction in the North Macedonian banking sector. The study aims to show that customer satisfaction is based on the role and impact of service quality. We try to find out which service quality dimensions may enhance...

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Autores principales:	Naumovska-Saveska Maja, Tomovska-Misoska Ana, Efremov Krum, Petrovska Ilijana
Formato:	article
Lenguaje:	EN SR
Publicado:	Association of Serbian Banks 2021
Materias:	customer satisfaction service quality servqual service quality dimensions banking improvement Finance HG1-9999
Acceso en línea:	https://doaj.org/article/4d742fb1dcd040e89cfef0f4bed5fbad
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spelling	oai:doaj.org-article:4d742fb1dcd040e89cfef0f4bed5fbad2021-12-05T18:01:57ZThe impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector1451-43542466-549510.5937/bankarstvo2102034Nhttps://doaj.org/article/4d742fb1dcd040e89cfef0f4bed5fbad2021-01-01T00:00:00Zhttps://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2021/1451-43542102034N.pdfhttps://doaj.org/toc/1451-4354https://doaj.org/toc/2466-5495The aim of this research is to analyze the impact of service quality on customer satisfaction in the North Macedonian banking sector. The study aims to show that customer satisfaction is based on the role and impact of service quality. We try to find out which service quality dimensions may enhance customer satisfaction in a better way in Bank Y. We examined a range of theories and concepts related to customer satisfaction, service, service quality, loyalty, SERVQUAL model and financial services. Within the investigation process, we have collected data out of 68 completely and correctly filled questionnaires. The results confirmed that there is a connection between service quality and customer satisfaction. We have found out that there are significant dimensions where banks should make improvements in order to achieve positive impressions and experience of its clients. Following, we gave a proposed strategy and instructions for action as a finalization part of this research.Naumovska-Saveska MajaTomovska-Misoska AnaEfremov KrumPetrovska IlijanaAssociation of Serbian Banksarticlecustomer satisfactionservice qualityservqualservice quality dimensionsbanking improvementFinanceHG1-9999ENSRBankarstvo, Vol 50, Iss 2, Pp 34-48 (2021)
institution	DOAJ
collection	DOAJ
language	EN SR
topic	customer satisfaction service quality servqual service quality dimensions banking improvement Finance HG1-9999
spellingShingle	customer satisfaction service quality servqual service quality dimensions banking improvement Finance HG1-9999 Naumovska-Saveska Maja Tomovska-Misoska Ana Efremov Krum Petrovska Ilijana The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector
description	The aim of this research is to analyze the impact of service quality on customer satisfaction in the North Macedonian banking sector. The study aims to show that customer satisfaction is based on the role and impact of service quality. We try to find out which service quality dimensions may enhance customer satisfaction in a better way in Bank Y. We examined a range of theories and concepts related to customer satisfaction, service, service quality, loyalty, SERVQUAL model and financial services. Within the investigation process, we have collected data out of 68 completely and correctly filled questionnaires. The results confirmed that there is a connection between service quality and customer satisfaction. We have found out that there are significant dimensions where banks should make improvements in order to achieve positive impressions and experience of its clients. Following, we gave a proposed strategy and instructions for action as a finalization part of this research.
format	article
author	Naumovska-Saveska Maja Tomovska-Misoska Ana Efremov Krum Petrovska Ilijana
author_facet	Naumovska-Saveska Maja Tomovska-Misoska Ana Efremov Krum Petrovska Ilijana
author_sort	Naumovska-Saveska Maja
title	The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector
title_short	The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector
title_full	The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector
title_fullStr	The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector
title_full_unstemmed	The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector
title_sort	impact of service quality and service characteristics on customer satisfaction in the north macedonian banking sector
publisher	Association of Serbian Banks
publishDate	2021
url	https://doaj.org/article/4d742fb1dcd040e89cfef0f4bed5fbad
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The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector

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