A reliable and valid measurement scale for the perceived service quality of banks

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 customers was questioned. The proposed scale is called banking service quality (BSQ) and comprises 31 items which span six dimensions: effectiveness and assurance; access; price; tangibles; services portfolio and reliability.

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Year of publication:	2000
Authors:	Bahia, Kamilia ; Nantel, Jacques
Published in:	International Journal of Bank Marketing. - MCB UP Ltd, ISSN 1758-5937, ZDB-ID 2032104-1. - Vol. 18.2000, 2, p. 84-91
Publisher:	MCB UP Ltd
Subject:	Banking \| Service quality \| Perception \| Consumer behaviour \| Canada

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Type of publication:	Article
Type of publication (narrower categories):	conceptual-paper
Language:	English
Other identifiers:	10.1108/02652320010322994 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014759707