The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector

The aim of this research is to analyze the impact of service quality on customer satisfaction in the North Macedonian banking sector. The study aims to show that customer satisfaction is based on the role and impact of service quality. We try to find out which service quality dimensions may enhance...

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Bibliographic Details

Published in:	Bankarstvo
Main Authors:	Naumovska-Saveska Maja, Tomovska-Misoska Ana, Efremov Krum, Petrovska Ilijana
Format:	Article
Language:	English
Published:	Association of Serbian Banks 2021-01-01
Subjects:	customer satisfaction service quality servqual service quality dimensions banking improvement
Online Access:	https://scindeks-clanci.ceon.rs/data/pdf/1451-4354/2021/1451-43542102034N.pdf