A comparative study of private and public banks in libya: Service quality and customer satisfaction

This thesis presents a comparative analysis of service quality and customer satisfaction between private and public banks in Libya. Given the country's ongoing economic and political challenges, the study explores how these institutions operate under pressure and how their services are perceived by customers. The research investigates key dimensions of service quality such as responsiveness, reliability, and physical aspects. By analysing customer feedback and experiences, the study identifies the strengths and weaknesses of both sectors and highlights areas for improvement. The goal is to provide a clearer understanding of how Libyan banks can enhance their services to meet customer expectations more effectively. This study is especially relevant for policymakers, financial institutions, and stakeholders seeking to improve the country's banking infrastructure. By comparing customer satisfaction levels, the research aims to guide strategies that support the development of a more customer-focused and resilient banking system. Ultimately, the study offers practical recommendations to enhance service quality and increase satisfaction across both sectors. It contributes to the broader goal of improving trust in the Libyan banking system and shaping long-term reforms that can lead to sustainable growth.