Measuring the quality of services in Libyan commercial banks from the managers’ point of view

A comparative field study between public and private commercial banks

Abstract

This study aimed to measure and compare the quality of services in public and private Libyan commercial banks from the point of view of the managers of these banks, using the service quality measurement model known as SERVQUAL, by measuring the first gap in this model, which is to determine the difference between customers’ expectations of the quality of services provided and their perceptions. Bank managers provide these expectations for the purpose of helping them develop the quality of their services and thus improving their competitive position within the market. Use SERVQUQL quality measure As a tool to measure managers’ awareness of customers’ expectations in both banks through a sample of 380 questionnaires distributed equally to the managers of these banks, of which 120 questionnaires were complete and analyzable. The t-test was used to analyze the hypotheses of the study, the results of which showed that there is a difference between the level of quality of services provided in both banks, as these results showed a difference between customers’ expectations and managers’ perception of the expectations of these customers in these banks.