Measuring customer satisfaction with the quality of banking services in Libya

Abstract

The purpose of this paper is to evaluate the customer satisfaction of the banks sector of bank of commerce (tajara tanmia) in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The questionnaire has been personally administered on a sample size of 50 customers & returned the questionnaire and response rate was 100% from the customers of the bank This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on five different dimensions (tangibility, reliability, respondents, warranty and sympathy) showed that all these dimensions influenced consumers Satisfaction in Libyan banking sector.