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Title: Service quality : customers' perceptions in the Lebanese banking sector
Authors: Nassif, Lama
Rahbani, George
Advisors: Tannous, Antoine
Subjects: Banks and banking--Customer services--Tripoli (Lebanon)
Issue Date: 2011
The purpose of this paper is to study the satisfaction of clients of bank in North Lebanon from the quality of services offered to them by these banks. Two separate surveys were performed: a qualitative one based on an interview and a questionnaire based on Likert-scale questions distributed to a sample of two hundred and twenty persons. Analysis of data was done using correlations, factor analyses and regressions. In the first part, two regression analyses were performed in order to show the items of the Bank Service Quality BSQ model that affect the satisfaction of people. The second part consisted of a summation of the items after a factor analyses in order to form the six dimensions of the Bank Service Quality model and then a regression analysis was performed to result in the dimensions causing satisfaction. The analyses were concluded with a series of recommendations for the bank which wants to increase the level of satisfaction of its customers and focus on the factors that concern them the most.
Includes bibliographical references (p.66-70).

Supervised by Dr. Antoine Tannous.
Rights: This object is protected by copyright, and is made available here for research and educational purposes. Permission to reuse, publish, or reproduce the object beyond the personal and educational use exceptions must be obtained from the copyright holder
Ezproxy URL: Link to full text
Type: Project
Appears in Collections:UOB Theses and Projects

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