The study aims to identify the role of cultural values in the customers' perception and evaluation of service quality in banking, and to identify the relative importance of the dimensions of quality that customers use when evaluating the level of service quality. The study used the Hofstede scale (Hofestede,1980) to measure the cultural values in Egypt and server scale (Cronin and Taylor, 1992) to measure customers' evaluation of banking services quality. Using Canonical correlation analysis, The finding reported that Egyptian customers evaluations of the dimensions of the quality of banking services is from average to good, and that assessment were positive for the guarantees, and reliability. The results revealed that the Egyptian customers believe that the response is ranked first when evaluating service quality of banking.
Afefe, H. M. . M. (2017). The Role of Cultural Values in the customers' perception and Evaluation for Quality of Banking Services and its Dimensions. Journal of Alexandria University for Administrative Sciences, 54(2), 253-290. doi: 10.21608/acj.2017.44706
MLA
Hanan Mohamed Mohamed Afefe. "The Role of Cultural Values in the customers' perception and Evaluation for Quality of Banking Services and its Dimensions", Journal of Alexandria University for Administrative Sciences, 54, 2, 2017, 253-290. doi: 10.21608/acj.2017.44706
HARVARD
Afefe, H. M. . M. (2017). 'The Role of Cultural Values in the customers' perception and Evaluation for Quality of Banking Services and its Dimensions', Journal of Alexandria University for Administrative Sciences, 54(2), pp. 253-290. doi: 10.21608/acj.2017.44706
VANCOUVER
Afefe, H. M. . M. The Role of Cultural Values in the customers' perception and Evaluation for Quality of Banking Services and its Dimensions. Journal of Alexandria University for Administrative Sciences, 2017; 54(2): 253-290. doi: 10.21608/acj.2017.44706
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