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.
International Journal of Bank Marketing – Emerald Publishing
Published: Apr 1, 2000
Keywords: Banking; Service quality; Perception; Consumer behaviour; Canada
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