Access the full text.
Sign up today, get DeepDyve free for 14 days.
Sylvie Llosa, Jean-Louis Chandon, Chiara Orsingher (1998)
An Empirical Study of Servqual's DimensionalityService Industries Journal, 18
K. Jöreskog, D. Sörbom
Structural Equation Modeling with the SIMPLIS Command Language
G. McDougall, T. Levesque
The measurement of service quality: some methodology issues
J. Cronin, Steven Taylor (1994)
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 58
K. Jöreskog, D. Sörbom (1993)
Lisrel 8: Structural Equation Modeling With the Simplis Command Language
A. Boomsma
The robustness of mazimum likelihood estimation in structural equation models
D. Gerbing, James Anderson (1988)
An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its AssessmentJournal of Marketing Research, 25
E. Carmines, R. Zeller (1979)
Reliability and Validity Assessment
J. Hair (1972)
Multivariate data analysisInternational Statistical Review, 40
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
C. Julian, B. Ramaseshan (1994)
The Role of Customer‐contact Personnel in the Marketing of a Retail Bank′s ServicesInternational Journal of Retail & Distribution Management, 22
A. Parasuraman, V. Zeithaml, L. Berry (1994)
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteriaJournal of Retailing, 70
D. Finn, C. Lamb (1991)
An Evaluation of the Servqual Scales in a Retailing SettingACR North American Advances
D. Collet, P. Lancier, D. Olliver
Mesurer la qualité dans le tertiare
K. Koelemeijer
Perceived customer service quality: issues on theory and measurement
N.M. Firoz, A.S. Maghrabi
The role of service marketing in economic development: analysis
S. Tuncalp (1988)
The Marketing Research Scene in Saudi ArabiaEuropean Journal of Marketing, 22
R. Brislin (1970)
Back-Translation for Cross-Cultural ResearchJournal of Cross-Cultural Psychology, 1
D. Iacobucci (1994)
Classic Factor Analysis
B. Lewis (1989)
Quality in the Service Sector: A ReviewInternational Journal of Bank Marketing, 7
R.P. Bagozzi
Structural equation models in marketing research: basic principles
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
R.P. Bagozzi, H. Baumgartner
The evaluation of structural equation models and hypothesis testing
P. Herbig, Alain Genestre (1996)
An examination of the cross‐cultural differences in service quality: the example of Mexico and the USAJournal of Consumer Marketing, 13
N. Malhotra (1993)
Marketing Research: An Applied Orientation
D. Gerbing, J. Hamilton (1996)
Viability of exploratory factor analysis as a precursor to confirmatory factor analysisStructural Equation Modeling, 3
H. Baumgartner, Christian Homburg (1996)
Applications of structural equation modeling in marketing and consumer research: A reviewInternational Journal of Research in Marketing, 13
韓國銀行 (1974)
Financial system in Korea
Marcel Bouman, T. Wiele (1992)
Measuring Service Quality in the Car Service Industry: Building and Testing an InstrumentInternational Journal of Service Industry Management, 3
J. Steenkamp, H. Trijp (1991)
The use of LISREL in validating marketing constructs.International Journal of Research in Marketing, 8
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
J.H. McAlexander, D.O. Kaldenberg, H.F. Koenig
Service quality measurement: examination of dental practices sheds more light on the relationships between service quality, satisfaction, and purchase intentions in a health care setting
P. Lasserre, J. Probert (1998)
Competing in Asia pacific: Understanding the rules of the gameLong Range Planning, 31
P. Bentler (1990)
Comparative fit indexes in structural models.Psychological bulletin, 107 2
K. Jöreskog, D. Sörbom
LISREL 8.30 and PRELIS 2.30
R. Brislin (1986)
The wording and translation of research instruments.
R. Bagozzi, G. Foxall (1996)
Construct validation of a measure of adaptive-innovative cognitive styles in consumptionInternational Journal of Research in Marketing, 13
R. Bagozzi, T. Heatherton (1994)
A general approach to representing multifaceted personality constructs: Application to state self‐esteemStructural Equation Modeling, 1
N. Malhotra, Francis Ulgado, James Agarwal, Imad Baalbaki (1994)
International Services Marketing: A Comparative Evaluation of the Dimensions of Service Quality between Developed and Developing CountriesInternational Marketing Review, 11
B. Lewis (1993)
Service Quality: Recent Developments in Financial ServicesInternational Journal of Bank Marketing, 11
M. Kassem (1989)
Services Marketing: the Arabian Gulf ExperienceJournal of Services Marketing, 3
There have been numerous studies on measures of service quality, such as SERVQUAL and SERVPERF, in a variety of contexts, but the validity of these instruments in Asian markets is under-researched. The present study was focused in South Korea and data on expectations, perceptions and importance measures were collected from 153 bank customers. Confirmatory factor analyses revealed that the measurement scales lacked validity with the South Korean sample, and principal component analyses revealed that SERVQUAL and SERVPERF were not uni-dimensional. An amended SERVQUAL type scale showed three factors similar to the original SERVQUAL analysis, and an amended SERVPERF type scale showed two factors, with most of the original items converged on different conceptual dimensions.
International Journal of Bank Marketing – Emerald Publishing
Published: Aug 1, 2003
Keywords: Services marketing; Performance measurement; South Korea; Banking; Customer surveys
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.