Bank Service Quality Dimensions in Developing and Transition Economies: The Case of Albania

Soniela Grazhdani, Arben Vërçuni, Klaudeta Merollari


The aim of this paper is to appraise bank service quality dimensions in developing countries and identify issues for future research based on the analysis of the literature. We browsed and search within the literature that have a focus on bank service quality measurements. We had three criteria for incorporation of a study : 1) it analysis issues related to bank customer perception and expectations, 2) it develops bank service quality measurements in different countries or culture and 3) it investigate the relationship between bank customer perception /expectation with culture dimensions. We first give a theorical framework of western developed bank service quality construct and measurement. The variables used for these measurements were analyzed for relationship with cultural and economic factors and direction for strategy setting are highlighted. The patterns that emerge from literature review in other developing and transition economies give insight for the perception of bank service quality dimensions in Albania. The results in this research show that, while the dimensions use to define bank service quality may be similar in different countries, the relative importance and interpretation of the dimension differ from those find in studies conducted in developed economies. The relative importance and interpretation of service quality dimension in Albanian banking system are important to manager for service strategy generation, service development, pricing strategy, communication and service delivery and to researcher for developing bank service quality measurements.

DOI: 10.5901/mjss.2015.v6n4p340

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This work is licensed under Creative Commons Attribution 3.0 License.

Mediterranean Journal of Social Sciences ISSN 2039-9340(Print) ISSN 2039-2117(Online)

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