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A reliable and valid measurement scale for the perceived service quality of banks

469 citations0/0 files storedInternational Journal of Bank Marketing

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

Abstract

Describes a study performed in Canada to develop a reliable and valid scale for the measurement of the perceived service quality of bank services. A sample of retail banking customers was questioned. The proposed scale is called banking service quality (BSQ) and comprises 31 items which span six dimensions: effectiveness and assurance; access; price; tangibles; services portfolio and reliability.

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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 1991Scale Development : Theory and Applications 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1992An empirical assessment of the SERVQUAL scale 1996SERVQUAL: review, critique, research agenda 1981Construct Validity: A Review of Basic Issues and Marketing Practices 1996SERVQUAL revisited: a critical review of service quality

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2016Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty 2005Measuring service quality of banks: Scale development and validation 2011Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh 2001Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank 2003The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China

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