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.
International Journal of Bank Marketing – Emerald Publishing
Published: Aug 1, 2003
Keywords: Services marketing; Performance measurement; South Korea; Banking; Customer surveys
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