Abstract

The study examined the measurement of the quality of the services of banks operating in Sudan from the point of view of customers. The research was based on the gap approach to measure the level of quality of banking services based on the scale of the perceived quality of Servqual to compare the actual performance of the service provided and expected performance. The main problem of the research was the study of the characterization of banking services which led to increased competition between banks in general and banks operating in Sudan in particular. The problem of research is to identify the quality of banking services provided by banks operating in Sudan and the extent of customers' satisfaction with these services. The aim of the study is to achieve several objectives: to know the level of quality of banking services provided to customers of banks operating in Sudan, and to know the impact of various dimensions of quality of service on the expectations and perceptions of customers of banks in Sudan. Based on the problem of the study, a number of hypotheses were developed: The greater the tangible physical aspects, the higher the quality of banking services. There are no statistically significant differences between the quality of banking services and the increased safety of bank customers. The number of years of dealing with the bank on the other hand, there is no statistically significant relationship that reflects the increase in the quality of the banking service provided by the banks with the increasing degree of empathy with the customers. There are no statistically significant differences that reflect the increase in the quality of banking services as the level of a Customer reliability on these services, there is no statistically significant relationship that reflects the increased quality of banking services as the level of response to these services increases. The study used a descriptive analytical method and a case study method. A total of )292( questionnaires were distributed to a simple random sample of customers of the main branches of banks in Khartoum State. The study reached many results. The most important results were that there is a gap between expected service and actual performance. The results of the study reached a number of recommendations, including the need for the banking departments to support and strengthen after the dependence, which came first, and the attention of banks and customers and seek to resolve all the problems facing these customers in dealing with these banks and banks should provide their services on time and in the correct manner and address errors as soon as they are discovered.