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(The) Banker
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A arasuraman, L.L Berry, V.A Zeithaml
Research note: more on improving service quality measurement
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1999 MCB UP Ltd. All rights reserved.
- ISSN
- 0265-2323
- DOI
- 10.1108/02652329910269211
- Publisher site
- See Article on Publisher Site
Abstract
Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL.
Journal
International Journal of Bank Marketing – Emerald Publishing
Published: Jun 1, 1999
Keywords: Banking; India; Services marketing; Service quality