Measuring service quality of banks: Scale development and validation [An article from: Journal of Retailing and Consumer Services]

This digital document is a journal article from Journal of Retailing and Consumer Services, published by Elsevier in . The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
By employing a multi-stage, multi-phase, and multi-sample approach, this paper reports on the construction of a service quality scale. Customer perceptions of service quality of retail banks in Northern Cyprus serve as the study setting. The parsimonious 20-item four-dimensional scale consisting of service environment (four items), interaction quality (seven items), empathy (five items), and reliability (four items) exhibits sound psychometric properties. Scale development procedures and managerial applications of the derived scale are discussed.