Consumers’ perceptions of Jordanian banking service quality_A Al-Jazzazi_Redacted.pdf (2.79 MB)

Consumers’ perceptions of Jordanian banking service quality

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posted on 2023-11-02, 06:06 authored by Akram Al-JazzaziAkram Al-Jazzazi
This thesis aimed to empirically test and develop a measure to assess Jordanian customers' perceptions of banking service quality (PBSQ). The findings show that PBSQ includes responsiveness, serviceability, customer-care, soft-service, compliance, and core-service, which then affect customer satisfaction. The findings also highlight the demographic differences and suggest market segmentation strategies.



Central Queensland University

Additional Rights

I hereby grant to Central Queensland University or its agents the right to archive and to make available my thesis or dissertation in whole or in part through Central Queensland University’s Institutional Repository, ACQUIRE, in all forms of media, now or hereafter known. I retain all copyright, including the right to use future works (such as articles or books), all or part of this thesis or dissertation.

Open Access

  • Yes

Era Eligible

  • No


Dr Md. Parves Sultan

Thesis Type

  • Doctoral Thesis

Thesis Format

  • With publication, Traditional