Using the SERVPERF Method to Measure Service Quality in Libyan Commercial Banks: A Comparative Field Study Between Public and Private Commercial Banks

Using the SERVPERF Method to Measure Service Quality in Libyan Commercial Banks

Abstract

: This study aimed to measure and compare the quality of services provided by Libyan public and private commercial banks by analyzing customer perceptions of service quality, so that to assist these banks in improving their service quality and enhancing their competitive position in the market.

The Service Quality Scale (SERVPERF) was used as a tool to measure customer perceptions in both banks. A sample of 700 questionnaires was distributed equally among customers of both banks, of which 555 were found to be complete and usable. A t-test was used to analyze the study's hypotheses, and the results showed a difference in the level of service quality provided by the two banks.