Measuring perceived service quality at UAE commercial banks

Measuring perceived service quality at UAE commercial banks 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

Measuring perceived service quality at UAE commercial banks

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0265-671X
DOI
10.1108/02656710310468614
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Jun 1, 2003

Keywords: Service quality; Banking; Empirical study; Performance measurement; United Arab Emirates

References

  • The effect of perceived service quality and name familiarity on the service selection decision
    Arora, R.; Stoner, C.
  • An exposition of consumer behaviour in the financial services industry
    Beckett, A.; Hewer, P.; Howcroft, B.
  • Improving the measurement of service quality
    Brown, T.J.; Churchill, G.A.; Peter, J.P.
  • Regression Analysis by Example
    Chattergee, S.; Price, B.

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