Abstract

The study aimed to assess the quality of banking services including reliability, dependability, safety, responsiveness, and empathy on the competitiveness of the bank. The study was conducted on an intended sample of 200 respondents from the bank’s clients, to evaluate the quality of the services based on their viewpoint. The study used a descriptive and analytical method. The main findings of the study showed a correlation (α≤0.05) between the quality dimensions and competitiveness of the bank. Based on the results, more attention should be paid to the improvement of banking services and capacity development of the working staff to positively impact customer satisfaction and improving the competitiveness of the bank.