• Marina Topalovska
Keywords: service quality, customer satisfaction, banking industry


Service quality and costumers satisfaction have been widely described as related constructs in the literature.Some of the scholars have even characterized them as a single construct. In high involvement industries, like banking, the quality of the service appears to be a prerequisite for success.In cognizance to the relative paucity of studies on the banking industry in Macedonia, in the context of service quality, this paper attempts to contribute in this regard by focusing on the service quality issues in Macedonia banking sector. This was accomplished by applying the service quality measures developed by Parasurman et al(1985) .The current study focuses on retail costumers, thus, generalization to the corporate group should bedone with caution.

Author Biography

Marina Topalovska


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