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A reliable and valid measurement scale for the perceived service quality of banks

A reliable and valid measurement scale for the perceived service quality of banks 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

A reliable and valid measurement scale for the perceived service quality of banks

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References (20)

Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652320010322994
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Bank Marketing – Emerald Publishing

Published: Apr 1, 2000

Keywords: Banking; Service quality; Perception; Consumer behaviour; Canada

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