Testing the dimension of quality of banking services in Serbia and neighboring countries for services improvement

Abstract

The aim of this paper is to test the quality of banking services with the Servqual model. Also, the results and conclusions of this paper can provide guidelines to banks on how to position themselves in a competitive market. The survey, conducted in the leading cities of Serbia, Montenegro and Republika Srpska, is tasked with measuring the perception of banking services, in order to assess the quality of banking services and the impact of expectations on perceived quality.

Keywords

• bank
• quality of banking services
• user behavior
• research
• servqual model
• serbia
• montenegro and republika srpska