The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, the conceptualization, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies either. A careful examination of the instrument divulges that the factors and the corresponding items are not comprehensive as it appears that the instrument has left out certain important constituents of service quality. In this background, the current research work strives to bring to light some of the critical determinants of service quality that have been overlooked in the literature and proposes a comprehensive model and an instrument framework for measuring customer perceived service quality. The instrument has been designed with specific reference to the banking sector. Data have been collected from customers of banks in a huge developing economy. The proposed instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents.
Journal of Services Marketing – Emerald Publishing
Published: Feb 1, 2002
Keywords: Service quality; Customer behaviour; Factor analysis
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