Measuring the Efficiency of Banking Service Quality

Abstract

The paper highlights the importance of managing service quality in banking industry that can positively affect customer satisfaction. The goal of the given study is to develop an instrument for measuring service quality perceived by Sudanese banks’ customers and to determine the most important enablers to customer satisfaction. To achieve this purpose, randomly selected customers of Faisal Islamic bank (SUDAN) were surveyed, using the authors’ developed questionnaire. The proposed instrument was tested for reliability and validity, using techniques of confirmatory factor analysis. Exploratory factor analysis yielded five service quality dimensions (factors) that allowed constructing customer satisfaction factor model EPICA: E – expenses, P – product, I – image, C – competence and emotional intellect, A – access. The results of the current research are crucially important for Sudanese banks’ executives because the majority of previous studies in the related field offered measurement scales adequate for measuring service quality in other industries.