Measuring Quality of Bank Services in Jordan: Gap analysis
Naji D. Mualla

Abstract
Purpose: Measuring the quality of service provided by the commercial banks in Jordan and establishing a database which can help the management improving the quality of services.

Methodology: The study has been conducted on a sample of (1000) customer was randomly selected from the customers of all surveyed banks. The quality of service was measured by applying the gap model (the difference between the customers’ perceived, and their expected quality).data required for this study has been collected by a question0naire which was designed for this purpose.

Findings : The findings of the study indicate that the quality of services is low (unsatisfactory), and in turn the banks still have a lot of efforts to do regarding the quality of their services.

Limitations: This study is based on sell-report perceptions of the customers. Data collected by this approach may or may not be an accurate to that extent which reflects the respondent’s real feelings.

Practical implications: The results of this study should enable the management in the commercial banks in Jordan to design internal marketing programs aimed at building a strong service-minded employees and improving the quality of their services. Originality: The study is a first research attempt which aims to measure the quality of bank service in Jordan using the Gap analysis approach.

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