Abstract:

This study aimed to measure the level of service quality of banks from the prospective of their clients in Saudi Arabia with the application to the city of Jeddah. Data were collected and analyzed from 167 respondents who worked in a variety of jobs in the city and patronized with different banks. The study covered five areas of the banking system, each of which included two quality dimensions. Those areas were; employees of the bank (courtesy and responsiveness), branches of the bank (accessibility and tangibility), financial services (knowledge and competence), electronic services (communication and assurance) and confidentiality of data and satisfaction with services (credibility and reliability). The study revealed that respondents thought that banks had in general well-trained and highly professional employees. The service quality of the branches conduct such as waiting time, duration of the completion of services and number of employees were found not to be of high manner. In addition, the quality of the third item showed that respondents were not highly satisfied with the financial services such as financial solutions and Sharia compatible products. On the other hand, banks appeared to have very sophisticated electronic venues that covered a wide variety of services. The study showed that satisfaction with the banks was high among respondents and their loyalty was high as well. In addition, the study showed that female clients, youths under the age of 25 years old, high income people and the highly educated clients were found to be more positive about banks' service quality. Key Words: Quality, Assessment, Services, Dimensions, Clients, Banks, Jeddah, Saudi Arabia.

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