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Predicting overall service quality: a structural equation modelling approach

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

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

Faculty of Social Sciences University of Ljubljana

Author: Saurina, Carme
Coenders, Germà
Date: 2002
Abstract: 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
Format: application/pdf
ISSN: 1318-1726
Document access: http://hdl.handle.net/10256/2062
Language: eng
Publisher: Faculty of Social Sciences University of Ljubljana
Collection: Reproducció digital del document publicat a: http://mrvar.fdv.uni-lj.si/pub/mz/mz18/coender2.pdf
Articles publicats (D-EC)
Is part of: © Metodološki zvezki, 2002, núm. 18, p. 217-238
Rights: Tots els drets reservats
Subject: Bancs -- Avaluació
Bancs -- Control de qualitat
Qüestionaris
Banks and banking -- Evaluation
Banks and banking -- Quality control
Questionnaires
Title: Predicting overall service quality: a structural equation modelling approach
Type: info:eu-repo/semantics/article
Repository: DUGiDocs

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