Arab Journal of Administration المجلة العربية للإدارة


The aim of this study was to: measure the quality of banking services; provided by commercial banks in the region of Jeddah, using five variables, reflecting the dimensions of service quality from the viewpoint of customers, used in measuring the quality of banking services by using a scale SERVPERF, The questionnaire was used as a tool for data collection for implementation of this study, (320) client included in the study, were randomly selected from clients of the Saudi banks in the region of Jeddah.The results of the study show that there is apositive impression about the quality of banking services in each of the following dimentions of services quality, tangibility, responsiveness and reliability. In the area of empathy and security has been positive, but to a lesser extent from other dimensions, the study has recommended the need to continue to work hard to upgrade the quality of services in all its dimensions, and staff training to develop skills to deal with customers