Examines the applicability of alternative measures of service quality in the developing
economy of India and assesses related issues in that context. Based on data gathered from …

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 …

This paper explores service quality in a retail bank setting in Slovenia and its influence on
customer satisfaction. In previous studies both SERVQUAL and SERVPERF scales have …

The research literature on service quality has indeed swelled enormously over the past few
years with numerous researchers administering various models across the world …

Purpose–The purpose of this paper is to determine the critical factors to accessing the level
of service quality of banks by re‐examining the SERVQUAL model, originally pioneered by …

The study was carried with the objective of understanding the level of gap exists between
expectation (excellent bank) and perception (experience bank) among the banking …

This comparative research was designed to investigate the impact of service quality on
customer satisfaction in the Pakistani banking sector. Hypothesis developed for the study …

Service quality is becoming more critical for banks to maintain their market shares. This
paper develops a modified SERVQUAL for measuring service quality in the United Arab …

Purpose–The purpose of this paper is to appraise various service quality models and
identify issues for future research based on the analysis of literature. Design/methodology …

This study investigates the psychometric properties of the well-known SERVQUAL model in
the Canadian banking industry. The study utilises the performance component of …