Author : Enliat Shala and Bujar Pira

Service quality is one of the important factors in determining the success or failure of internet banking. In order to survive in the highly competitive corporate banking industry, it is crucial for banks to understand the expectations of customers. Also in order to sustain competitive advantage in the banking industry, it is important for banks to understand the service quality dimensions that are perceived as most important by customers. Moreover banks should understand the impact of those dimensions on overall perceived service quality and customer satisfaction. This research aims to find out the most important service quality dimensions for one of the commercial banks in Kosovo from customers perspective. For confidentiality reasons the name of The Bank will remain confidential. The Bank. Also using the gap score analysis, this research aims to examine the service quality gaps for The Bank. Basing on the gap scores, the research aims to find out how much customers are satisfied with the services. Findings and results of the research indicate significant difference between expectations and perceptions of The Bank customers in Kosovo. Interestingly, „responsiveness‟ was found as the most important service quality dimension for customers of The Bank. Moreover, implications for bank are discussed and recommendations are suggested for further research.

Keywords: Servqual, banking sector, costumer, quality, service.

Article published in International Journal of Current Engineering and Technology, Vol.7, No.1 (Feb-2017)