Service quality measurement in the banking sector in South Korea

Service quality measurement in the banking sector in South Korea There have been numerous studies on measures of service quality, such as SERVQUAL and SERVPERF, in a variety of contexts, but the validity of these instruments in Asian markets is under-researched. The present study was focused in South Korea and data on expectations, perceptions and importance measures were collected from 153 bank customers. Confirmatory factor analyses revealed that the measurement scales lacked validity with the South Korean sample, and principal component analyses revealed that SERVQUAL and SERVPERF were not uni-dimensional. An amended SERVQUAL type scale showed three factors similar to the original SERVQUAL analysis, and an amended SERVPERF type scale showed two factors, with most of the original items converged on different conceptual dimensions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Service quality measurement in the banking sector in South Korea

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652320310479187
Publisher site
See Article on Publisher Site

Abstract

There have been numerous studies on measures of service quality, such as SERVQUAL and SERVPERF, in a variety of contexts, but the validity of these instruments in Asian markets is under-researched. The present study was focused in South Korea and data on expectations, perceptions and importance measures were collected from 153 bank customers. Confirmatory factor analyses revealed that the measurement scales lacked validity with the South Korean sample, and principal component analyses revealed that SERVQUAL and SERVPERF were not uni-dimensional. An amended SERVQUAL type scale showed three factors similar to the original SERVQUAL analysis, and an amended SERVPERF type scale showed two factors, with most of the original items converged on different conceptual dimensions.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Aug 1, 2003

Keywords: Services marketing; Performance measurement; South Korea; Banking; Customer surveys

References

  • Measuring service quality in the car service industry: building and testing an instrument
    Bouman, M.; Van der Wiele, T.
  • An examination of the cross‐cultural differences in service quality: the example of Mexico and the USA
    Herbig, P.; Genestre, A.
  • International service marketing: a comparative evaluation of the dimensions of service quality between developed and developing countries
    Malhotra N.K.; Ulgado, F.; Agarwal, J.; Baalbaki, I.

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