Service Quality in the Banking System The Case of Tirana Bank

Abstract The work environment is constantly changing thus it is a prerequisite for businesses to effectively adapt themselves to increase productivity. Various performance reports have shown that the approach how a bank operates drives its path toward growth or degradation. The purpose of this research is to provide insights on the role of service quality in the banking system, with a case study on Tirana Bank. Using financial statements as key indicators, we have provided basic information on the growth and development of Tirana Bank in Albania. Young people in Albania are the generation that understand the positive consequences of practicing emotional intelligence, shifting greater emphasis on how to achieve a worthy presentation between the equally sensitive and uncompromising “client service”. Therefore, we have collected responses of a questionnaire submitted by clients of Tirana Bank, gathering as such the necessary information to conduct a study on the importance of service quality in the banking system. Methodologically speaking, this paper uses a simple regression analysis and Cronbach’s alpha model, based on 18 questions posed to 350 clients at different ages over a period of 1 month. Through this analysis, it argues that there is a strong positive relationship between service quality and other influential variables, reliability, security, loyalty, sensitivity, vulnerability and responsibility. This means that an increase of the above factors leads to the enhancement of service quality, therefore results show that to increase the bank’s reputation, bring effectiveness to the institution and create increased competition, managers must upgrade it to the most optimal level possible