We describe the development of a new scale designed to measure service quality
perceptions of retail bank customers. Empirical studies were performed in two waves. First …

Describes a study performed in Canada to develop a reliable and valid scale for the
measurement of the perceived service quality of bank services. A sample of retail banking …

Banks and other financial services providers are increasinglydeveloping service quality
initiatives. In this article some of theresearch literature on service quality is considered to …

The Indian banking industry is going through turbulent times. With the lowering of entry
barriers and blurring of product lines of banks and non-banks since the financial sector …

A 17‐item scale emerges following the study to develop an instrument formeasuring
customer service quality at trading bank branches, with afocus on retail banking. The …

Purpose–This study aims to design and validate a new measuring instrument of service
quality, and ultimately to establish a national service quality index for the banking sector …

Purpose–The purpose of this paper is to construct a measurement instrument to capture
service quality in the Chinese corporate banking market. Design/methodology/approach–To …

In this article, empirical research findings are presented from an investigation of consumer
expectations and perceptions of service quality. Customers of banks, in the UK and US …

Purpose–This paper aims to re‐examine the role of traditional service quality in an e‐
banking environment by providing a review of how traditional service quality perceptions …

Examines the effects of service quality on customer satisfaction from two distinct
methodological perspectives. Specifically, a study utilizing a sample of international private …