Customers’ Socio-economic Characteristics and the Perception of Service Quality of Bahraini Commercial Banks


  •  Wathek Ramez    

Abstract

This study aims: to apply the SERVQUAL instrument to evaluate the service quality of commercial banks of
Bahrain, and to investigate the relationship between customers’ socio- demographic characteristics and the
overall service quality and its dimensions. Based on a questionnaire survey of 195 customers, the results indicate
that SERVPERF scale explains more of the variance in service quality than SERVQUAL scale. Three – factor
solutions were produced, the first factor includes: reliability, responsiveness and assurance dimensions, which
have the largest influence on the overall service quality. In addition, no significant relationships were found
between customer’s socio- demographic characteristics and the overall service quality. However, significant
differences were observed in the perceptions of customers’ nationality and duration of experience groups and the
reliability and empathy dimensions.



This work is licensed under a Creative Commons Attribution 4.0 License.
  • ISSN(Print): 1833-3850
  • ISSN(Online): 1833-8119
  • Started: 2006
  • Frequency: bimonthly

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