Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks. The instrument includes thirty items that belong to the five dimensions of SERVQUAL. The developed instrument was tested for reliability and validity and the results indicated that the instrument had only three dimensions. This paper also investigates the difference in significance between the instrument's dimensions. This is supposed to help managers focus their attention on the service quality dimension that matters most to customers.
International Journal of Quality & Reliability Management – Emerald Publishing
Published: Jun 1, 2003
Keywords: Service quality; Banking; Empirical study; Performance measurement; United Arab Emirates
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