CONCEPTS OF SERVICE QUALITY MEASUREMENT IN BANKS

The major aim of the research paper is to measure the quality of service offered by Raiffeisen Bank in Romania. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five dimensions of SERVQUAL model i.e. reliability, assurance, tangibility, empathy and responsiveness were used to measure the quality of service offered by the private banks. In order to achieve the aims, both primary and secondary sources of data were used.