Developing a hierarchical model of customer perceived service quality assessment for retail banking services
نویسنده
چکیده
The study empirically tests a hierarchical second order model of customer perceived service quality for retail banking services with a first order model to develop better understanding of the structure of the concept. The results show that the service quality construct conforms to the structure of a second order factor model consisting of the dimensions of Service Delivery, Core Service, Tangibles, Reliability and Competence. The model suggests that the most important dimensions that contribute to improved service quality perceptions, are Empathy, Service delivery and Sales agent quality. The study thus provides empirical support for the importance of tangibles, employee and process related dimensions of service quality for delivery superior customer perceived
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