Measuring perceived service quality at UAE commercial banks
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 June 2003
Abstract
Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks. The instrument includes thirty items that belong to the five dimensions of SERVQUAL. The developed instrument was tested for reliability and validity and the results indicated that the instrument had only three dimensions. This paper also investigates the difference in significance between the instrument's dimensions. This is supposed to help managers focus their attention on the service quality dimension that matters most to customers.
Keywords
Citation
Jabnoun, N. and Hassan Al‐Tamimi, H.A. (2003), "Measuring perceived service quality at UAE commercial banks", International Journal of Quality & Reliability Management, Vol. 20 No. 4, pp. 458-472. https://doi.org/10.1108/02656710310468614
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited