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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)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 1 April 2000

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

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MCB UP Ltd

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