TY  - JOUR
AB  - A 17‐item scale emerges following the study to develop an instrument for
measuring customer service quality at trading bank branches, with a
focus on retail banking. The conceptual framework addresses the
psychometric shortcomings of the existing work in service quality
research. A robust research design takes the study through multiple
stages of development where the construct is pretested and piloted; in
the main survey stage, data collection methods are triangulated,
returning 791 completed questionnaires. Analysis of instrument
reliability, dimensionality and validity present gratifying results; for
example, scale alpha is recorded at 0.9249. The instrument can be
applied as part of branch performance measurement, as well as help
diagnose problems in delivery of service, and segment the bank′s
customer base for healthier decision making in marketing.
VL  - 12
IS  - 6
SN  - 0265-2323
DO  - 10.1108/02652329410063223
UR  - https://doi.org/10.1108/02652329410063223
AU  - Kemal Avkiran Necmi
PY  - 1994
Y1  - 1994/01/01
TI  - Developing an Instrument to Measure Customer Service Quality in Branch
Banking
T2  - International Journal of Bank Marketing
PB  - MCB UP Ltd
SP  - 10
EP  - 18
Y2  - 2024/09/19
ER  -