Mongolian Commercial Bank To Service Quality And Countermeasures

As an economic and financial environment was provided, as many commercial banks were established one after another in Mongolia. At the end of1992, there were11banks and the number of banks reached to13in1996. Now there are14commercial banks in Mongolia. The13banks of them are private and1of them is state-owned. In the middle of1960’s, particularly during the last20years, the banks have paid attention to the service marketing and service quality. And moreover the banks have been attached great importance to studying and improving these issues related to service quality.Mongolian current bank system is compared to the bank system of the period before20years, its development is very fast. Customers had limited choices of banks20years ago and so banks had not been paid attention to attracting customers. Today the number of choices increased and many kinds of of services are developing. Commercial banks were competing by their product terms (conditions) but in recent years the banks are paying great importance to their service quality and they are trying out many kinds of business models. Larger banks divide their customers into segments and establish many units which provide bank services to customers. And so I have chosen the issues related to service quality and measurement of customers satisfaction of the bank system.Basing on this research, I researched the methodologies which determine service quality and I determined service quality with SERVQUAL model and found out main factors that influence service quality and moreover I focused on developing suggestions for improving service quality.In order to measure the customer’s satisfaction of Mongolian commercial banks I measured service quality by using SERVQUAL model. SERVQUAL model is a widely used model among other models which measure service quality. This model is more focused on studying the nature of service quality. On the other hand, I researched the present policies on service quality of Mongolian banks and I found out SERVQUAL model is the most appropriate for Mongolian commercial banks. According to this model, I used the questionnaire method and the result said that the expectation of service is higher than performance. In other words, the banks can’t provide the services whice are expected by customers.In order to collect the research data I used the questionnaire method of marketing research and I used the methodologies of mathematic statistics in order to explain the result.