Service Quality in Commercial Banks. The Shkodra Case

Scientific Study from the year 2018 in the subject Economics - Finance, grade: 12, , language: English, abstract: The issue of service quality has been at the center of the ongoing academic and business interest since the late 1970s. Of course buyers have always been concerned about quality, but increasing competition in the current markets of many services has made consumers more selective in the service they choose. The study focuses on banking services, their quality and customer satisfaction in the banking system: as a case study, services provided by banks in Shkodra have been taken. For the realization of the study a complete analysis was used based on the data collected from the questionnaire with the clients of the commercial banks operating in Shkodra. The data provided by the questionnaire analyzed the real level of banking services in Shkodra. These services are seen in terms of their diversity as well as the level of quality of services they offer to attract the customer. The study also highlights the gaps that these banks have in their services under contemporary conditions. The purpose of this study is to confirm the theory that banks should do more to perceive the customer about the quality of services. Banks try to provide modern services, but the most important is to identify and perceive customer needs about services because what may be good for the bank may not be the good for the customer.

Dr. Arjeta Hallunovi is a finance lecturer in the Department of Finance - Accounting at University Aleksander Moisiu Durres in Albania. She holds a PhD in Economics Sciences, Finance - Bank Profile. Mrs. Hallunovi is author of three books, four monographs and has more than 30 published papers, the major part with Impact Factor and Thomson Reuters in United Kingdom, Germany, Singapor, USA, Canada, Montenegro, Italy etc. In March and April 2019 she was part of the Teaching Mobility in Andrei Saguna University, Costanta, Romania and Kodolanyi Janos University, Budapest, Hungary. In June 2018 she successfully completed the Summer School 'Advanced Measurement of Quality of Working Life' in France, in which also presented a scientific paper. In May 2018 was part of the Teaching Mobility in Danubius University, in Galati, Romania with the Erasmus students. In 27 - 30 September 2018 was part of the World Youth Forum Right to Dialogue. Ethics of Complexity. XI Edition in Trieste, Italy. In 23 November 2018, she was as a Jury member in the essay competition "Students Problems" organised from the Forum "Studentët për Qeverisjen e Mirë". During the period 20-21 November 2018, Dr. Hallunovi was invited in the Training Program " Participatory Policy Making", organised from the Partners Albania for Change and Development in cooperation with Partnersfor Democratic Change Slovakia with the support of Slovak Aid-Official Development Assistance of the Slovak Republic. Durres, Albania. In 03-04 December 2018, she have participated in the 3rd UNWTO/UNESCO World Conference on Tourism and Culture, Istanbul, Turkey. In March 2019 was part of the Tools for Social Development-Volume III, Erasmus + Project, co-financed by the European Commission, Vrnjacka Banja, Serbia. Among other things, she is on the editorial board of The Educational Review-USA at the Hill Publishing Group, Journal of Finance and Accounting at the Science Publishing Group (USA), Journal of Applied Mathematics and Computation at Hill Publishing Group (USA), Academic Journal of Accounting and Finance at the International Association of Scientists and Researchers, as well as scientific collaborator at the Institute for Scientific Research and Development in Montenegro and she is member of UdEcoM Balkan. Mrs. Hallunovi is Member of the HISTEK project, Interreg IPA-CBC, titled "Senior Technical Specialists in Key Learning Technologies (KETs)" where the Faculty of Business is a partner.