Service quality in the banking industry: an assessment in a developing economy

Service quality in the banking industry: an assessment in a developing economy Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Service quality in the banking industry: an assessment in a developing economy

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Publisher
Emerald Publishing
Copyright
Copyright © 1999 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652329910269211
Publisher site
See Article on Publisher Site

Abstract

Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Jun 1, 1999

Keywords: Banking; India; Services marketing; Service quality

References

  • Developing an instrument to measure customer service quality in branch banking
    Avkiran, N.K
  • Service quality in retail banking: the experience of two British clearing banks
    Newman, K.; Cowling, A
  • Customer response to intangible and tangible service factors
    Wakefield, K.L.; Blodgett, J.G

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