Economic Themes (2019) 57 (2) 5, 201-217


Jovana Savić, Nevena Veselinović

Abstract:  The economic crisis and the emergence of an increasing number of competitors in the banking sector have led to the need for banks to better understand their clients and to work more closely together with them. The basis of survival and profitable business of banks is the achievement of high quality offer that is the asset for developing long-term relationships. The aim of the paper is to determine the effects of the banking services quality dimensions on satisfaction and loyalty of clients using modified SERVQUAL model. The main research question is to examine which dimensions of banking services quality have an effect on the satisfaction and loyalty of clients, what is the nature and the intensity of this impact. For the purpose of measuring clients’ attitudes regarding banking services quality, the survey method, questionnaire technique was applied. The questionnaire was distributed to clients of banks operating in the territory of Kragujevac, Central Serbia, in the period from September to October, 2018. Simple random sample technique for sampling was applied. The analysis was conducted by processing the primary data in statistical software SPSS where several statistical analyses were conducted. Based on multiple regression analysis, it came to the result that the strongest influence on clients’ satisfaction has variable empathy and the weakest variable tangibility, while variable reliability has no influence. On the other hand, clients’ loyalty is most strongly influenced by variable responsiveness while the weakest influence, as well as on satisfaction, has variable tangibility. The paper points to the significance of improving banking services quality in order to achieve higher level of satisfaction and long-term clients’ loyalty, which is particularly important when it comes to dimensions that have weak or no influence on the observed aspects of consumer behaviour.

Keywords:  services quality; banks; clients; SERVQUAL model; satisfaction; loyalty

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