Empirical Service Quality in the Eritrean Banking Sector

Abstract

This paper aims at measuring the quality standing of the banking sector in Eritrea. It focuses on the study of the Eritrean Commercial Banks in order to examine their performance towards quality service and behavioural intentions. The findings from the study reveal mixed evidence in that, although customers' base their banks' overall quality assessment on the service quality dimensions identified in this study, they do not consider the service quality dimensions identified to be important in their intention to spread positive word-of-mouth about their bank's services and they seem to be willing to switch to another bank even with a positive perception of service quality. Thus, there may be considerations other than the quality dimensions identi-