A reliable and valid measurement scale for the perceived service quality of banks
Kamilia Bahia
(Marketing Assistant Professor, Faculty of Administration, University of Ottawa, Ontario, Canada)
Jacques Nantel
(Marketing Professor, École des Hautes Études Commerciales de Montréal, Quebec, Canada)
8227
Abstract
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.
Keywords
Citation
Bahia, K. and Nantel, J. (2000), "A reliable and valid measurement scale for the perceived service quality of banks", International Journal of Bank Marketing, Vol. 18 No. 2, pp. 84-91. https://doi.org/10.1108/02652320010322994
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited