Predicting overall service quality: a structural equation modelling approach


Autoria(s): Saurina, Carme; Coenders, Germà
Data(s)

2002

Resumo

In this article, the results of a modified SERVQUAL questionnaire (Parasuraman et al., 1991) are reported. The modifications consisted in substituting questionnaire items particularly suited to a specific service (banking) and context (county of Girona, Spain) for the original rather general and abstract items. These modifications led to more interpretable factors which accounted for a higher percentage of item variance. The data were submitted to various structural equation models which made it possible to conclude that the questionnaire contains items with a high measurement quality with respect to five identified dimensions of service quality which differ from those specified by Parasuraman et al. And are specific to the banking service. The two dimensions relating to the behaviour of employees have the greatest predictive power on overall quality and satisfaction ratings, which enables managers to use a low-cost reduced version of the questionnaire to monitor quality on a regular basis. It was also found that satisfaction and overall quality were perfectly correlated thus showing that customers do not perceive these concepts as being distinct

Formato

application/pdf

Identificador

Saurina Canals, C., i Coenders Gallart, G. (2002). Predicting Overall Service Quality: a Structural Equation Modelling Approach. Metodološki zvezki, 18, 217-238. Recuperat 17 març 2010, a http://mrvar.fdv.uni-lj.si/pub/mz/mz18/coender2.pdf

1318-1726

http://hdl.handle.net/10256/2062

Idioma(s)

eng

Publicador

Faculty of Social Sciences University of Ljubljana

Relação

© Metodološki zvezki, 2002, núm. 18, p. 217-238

Articles publicats (D-EC)

Direitos

Tots els drets reservats

Palavras-Chave #Bancs -- Avaluació #Bancs -- Control de qualitat #Qüestionaris #Banks and banking -- Evaluation #Banks and banking -- Quality control #Questionnaires
Tipo

info:eu-repo/semantics/article