Title: Developing a scale for service quality measurement in banks

Authors: Muhammad Asif; Muhammad Usman Awan; Muhammad Shakeel Sadiq Jajja; Haseeb Ahmad

Addresses: College of Business Administration, Prince Sultan University, Riyadh, Saudi Arabia ' Institute of Quality and Technology Management, University of the Punjab, Lahore, Pakistan ' Suleman Dawood School of Business, Lahore University of Management Science, Lahore, Pakistan ' Institute of Quality and Technology Management, University of the Punjab, Lahore, Pakistan

Abstract: Socio-cultural contexts determine different aspects of service quality; therefore, the definition of service quality varies from one setting to another. The measures of bank service quality that largely come from the research in the western context cannot be used as such in developing countries. This paper develops a scale for measuring service quality in the banking institutions of Pakistan, a developing country. Data was collected from the customers of four large banks in Pakistan using a mall intercept approach. Using confirmatory factor analysis on AMOS a measurement scale was developed. Bank service quality emerged as a six dimensional construct. The developed model is different from previous models reported in the literature, showing that determinants of service quality are essentially context-dependent. The model showed sound psychometric properties. The findings are noteworthy in that they expand our knowledge of what actually matters in the measurement of bank service quality.

Keywords: service quality; scale development; banks; factor analysis; SERVQUAL; bank services; banking industry; Pakistan; developing countries.

DOI: 10.1504/IJSOM.2016.074053

International Journal of Services and Operations Management, 2016 Vol.23 No.2, pp.153 - 168

Received: 31 Jul 2014
Accepted: 06 Sep 2014

Published online: 04 Jan 2016 *

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