Factors affecting the quality of banking services in commercial banks in Libya

A field study on the Jumhouria Bank, Zliten branch

Abstract

This study aimed at knowing the factors affecting the quality of commercial banking services in Libya, and exposure to the most important factors affecting the quality of banking service, as well as identifying the means and procedures that help to reduce or reduce these factors in Libyan commercial banks, and to achieve this, a sample of Commercial banks operating in Libya were represented by the Jumhouria Bank, Zliten branch, during the period between 2019 and 2020. The analytical descriptive approach was relied upon, and the study data was analyzed and its hypotheses tested using the Statistical Package for Social Sciences known as (SPSS).

This study concluded that the factors affecting the quality of banking service, (the flexibility of bank management, the experience of employees, the means used in providing banking services) have a significant impact on improving the quality of banking services provided by commercial banks, through the flexibility of the bank’s management in the procedures followed for the provision of services. Banking services, as well as the employees’ experience and knowledge of the procedures for implementing these services, as well as the means used in providing banking services.