AB „Šiaulių bankas“ paslaugų kokybės vertinimas ; Assessment of quality of services of joint stock company “Šiaulių bankas”

The methodological part of the article provides an assessment of the selected empirical research tool – Servqual. Servqual is based on five dimensions of service: tangibility – the physical surroundings represented by objects (e.g., interior design) and subjects (e.g., the appearance of employees); reliability – the service provider’s ability to provide accurate and reliable services; responsiveness – the firm’s willingness to assist its customers by providing fast and efficient service performance; assurance – the features that give customers confidence (e.g., the firm’s specific service knowledge and polite and trustworthy behaviour of its employees); empathy – the firm’s readiness and ability to provide each customer with personalized service. The empirical part of the article contains assessment of quality of services of JSC bank “Šiaulių bankas”. All service quality dimensions mentioned before were evaluated by the bank’s clients and employees by responding to the given statements. [.]