Service Quality in Commercial Banks. The Shkodra Case

TABLE OF CONTENTS

CHAPTER I
Introduction
Literature Review
Methodology

CHAPTER II
Banking System in Albania
2.1 Banking System Developments in Albania
2.2 Banking System in Terms of Definition
2.3 The Role of Banks in the Economy and Their Functions
2.4 General Features of the Banking System in 2016
2.5 Bank Notions and Services
2.6 The Services That Banks Offer to the Customers
2.7 Characteristics of Banking Services
2.7.1. Tangibles
2.7.2. Indivisibility
2.7.3. Variability
2.7.4. Non-inventory
2.7.5. Financial responsibility
2.7.6. Double information
2.8 What Do We Mean by Quality of Service?
2.9 SERVQUAL Model: Service Quality Dimensions
2.10 Information Technology
2.11 Commitment by Management in Implementing Quality Banking Services
2.11.1 Information Quality Systems Services
2.12 Importance of Quality in Financial Terms
2.12.1. Benefits from Quality Improvements
2.12.2 Quality Improvement Model and Profitability
2.12.3. Quality on Return (ROQ)
2.12.4 Customer Satisfaction and Quality of Service
2.13 Total Quality Perceived by Gronroos
2.14 Characteristics of the Quality of Banking Services Today
2.14.1 Changing Customer Needs and Expectations
2.14.2 Increasing Integration in Quality of Service
2.15 Competition, the Quality of Services and Their Role in Economic Development

CHAPTER III
Discussion: Banking Sector, Crediting to economy and Their Impact on Economic Development
3.1 The role of lending to the economy
3.2 Crediting to the economy during 2006 - 2016

CHAPTER IV
Research Results
4.1 Empirical Analysis
4.2 General Information for Respondents
4.3 Characteristics of Service Quality Offered by Banks
4.4 What do Customers Expect from the Service Offered?
4.5 Improving the Quality of Services
4.6 What do Banks Expect in the Future from their Customers?
4.7 Conclusions of the Questionnaire

CHAPTER V
Conclusions and Recommendations

References