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Bank service quality: comparing Canadian and Tunisian customer perceptions

Riadh Ladhari (Faculty of Business Administration, Laval University, Quebec City, Canada)
Ines Ladhari (Higher Institute of Management of Sousse, Sousse, Tunisia)
Miguel Morales (Sobey School of Business, Saint Mary's University, Halifax, Canada)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 12 April 2011

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Abstract

Purpose

The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty.

Design/methodology/approach

Data were collected using self‐administered questionnaires from two convenience samples of bank customers (250 in Canada and 222 in Tunisia). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using confirmatory factor analysis, ANOVA and linear regression.

Findings

Respondents in both countries reported high levels of perceived service quality in banks. However, Canadians reported higher perceived service quality than Tunisians for all five SERVQUAL dimensions, and for 21 of the 22 individual items. In the Canadian sample, empathy and reliability were found to be the most important predictors of satisfaction and loyalty, while in the Tunisian sample, reliability and responsiveness were the most important predictors of satisfaction and loyalty.

Practical implications

Canadian bank managers should recognize the importance of “empathy” in service delivery by implementing appropriate customer‐oriented strategies. Tunisian bank managers should focus on performing promised services dependably and accurately.

Originality/value

Despite the large number of studies on individual countries, few studies compare bank service quality among different countries. The present study compares perceptions of bank service quality between consumers in two countries – Canada and Tunisia – that have different economic and cultural environments.

Keywords

Citation

Ladhari, R., Ladhari, I. and Morales, M. (2011), "Bank service quality: comparing Canadian and Tunisian customer perceptions", International Journal of Bank Marketing, Vol. 29 No. 3, pp. 224-246. https://doi.org/10.1108/02652321111117502

Publisher

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Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited