C/M/635. Dissertation. Measuring Service Quality in the Bank of Commerce and Development in Libya

The dissertation seeks to (1) identify a methodology in measuring service quality in a banking organisation; (2) apply the methodology to a specific bank, the Bank of Commerce and Development in Libya (BCDL), and understand the implications for the bank. The literature review touches on the concept of service quality and its impact on organisations. The methodology of the research is based on the quantitative (survey) and qualitative (interviews) approaches. An overview of the research findings is provided; the key results of the analysis are discussed. Conclusions are made about the perception of the service provided by the BCDL; recommendations to the bank management are suggested.