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About Predicting Overall Service Quality. A Structural Equation Modelling Approach
This document summarizes a study that modified and applied the SERVQUAL questionnaire to measure service quality in the banking sector in Spain. The researchers made changes to better suit the specific service and context. Structural equation modeling found the modified questionnaire measured five quality dimensions specific to banking, rather than the original SERVQUAL dimensions. The two dimensions relating to employee behavior best predicted overall quality and satisfaction ratings. Satisfaction and quality were also found to be perfectly correlated, showing customers do not perceive them as distinct concepts. The study concluded perceptions are better predictors of quality than gaps between expectations and perceptions.
Detailed Information
| Author: | ['Raúl Araque'] |
|---|---|
| Publication Year: | 2013 |
| Pages: | 22 |
| Language: | English |
| Format: | |
| Price: | FREE |
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