This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability of context‐dependent service quality dimensions is presented. Our results extend and enhance the validity of the performance‐only approach to service quality through the focus on the multidimensional facets of the SERVPERF scale, a direct link between context‐dependent dimensions of service quality and consumer satisfaction, and its application in an international setting. Strategic issues in managing service quality with retail banks in the Chinese market are identified and discussed.
Journal of Services Marketing – Emerald Publishing
Published: Dec 1, 2004
Keywords: Customer services quality; Customer satisfaction; Measurement; Banking; China
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