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Identifying service quality dimensions as antecedents to customer satisfaction in retail banking

145 citations0/0 files storedEconomic and business review

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Banking Sector Performance and Management

Abstract

This paper explores service quality in a retail bank setting in Slovenia and its influence on customer satisfaction. In previous studies both SERVQUAL and SERVPERF scales have been used for measuring service quality. Based on SERVPERF a 28-item scale has been developed for this study. Through factor analysis four dimensions of service quality have been obtained. The results from regression analysis suggest that all four dimensions of service quality as well as service range influence customer satisfaction. The information provided by this research can be used when designing marketing strategies to improve customer satisfaction in retail banking.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1992An empirical assessment of the SERVQUAL scale 1984Services Marketing: People, Technology, Strategy 2005Service quality models: a review

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