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A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking

A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction... 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking

Lianxi Zhou
Journal of Services Marketing , Volume 18 (7): 13 – Dec 1, 2004
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13 pages

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040410561866
Publisher site
See Article on Publisher Site

Abstract

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

Journal of Services Marketing – Emerald Publishing

Published: Dec 1, 2004

Keywords: Customer services quality; Customer satisfaction; Measurement; Banking; China

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