Measuring service quality of banks: Scale development and validation

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services Pub Date : 2005-09-01 DOI:10.1016/j.jretconser.2005.01.001

Osman M. Karatepe , Ugur Yavas , Emin Babakus

引用次数: 442

Abstract

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.

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衡量银行服务质量:规模开发与验证

本文采用多阶段、多阶段、多样本的方法，构建了服务质量量表。客户对北塞浦路斯零售银行服务质量的看法作为研究背景。由服务环境(4个项目)、互动质量(7个项目)、共情(5个项目)和可靠性(4个项目)组成的简洁的20个项目四维量表显示出良好的心理测量特性。讨论了量表的开发程序和衍生量表的管理应用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Retailing and Consumer Services BUSINESS-

CiteScore

20.40

自引率

14.40%

发文量

340

审稿时长

20 days

期刊介绍： The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are: Retailing and the sale of goods The provision of consumer services, including transportation, tourism, and leisure.