Measuring Service Quality of Banks: Scale Development and Validation
Document Type
Article
Publication Date
9-1-2005
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.
Citation Information
Karatepe, Osman M.; Yavas, Ugur; and Babakus, Emin. 2005. Measuring Service Quality of Banks: Scale Development and Validation. Journal of Retailing and Consumer Services. Vol.12(5). 373-383. https://doi.org/10.1016/j.jretconser.2005.01.001 ISSN: 0969-6989