A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking

Lianxi Zhou (Associate Professor in the Department of Marketing and Consumer Studies, University of Guelph, Guelph, Canada)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 1 December 2004

Abstract

This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability of context‐dependent service quality dimensions is presented. Our results extend and enhance the validity of the performance‐only approach to service quality through the focus on the multidimensional facets of the SERVPERF scale, a direct link between context‐dependent dimensions of service quality and consumer satisfaction, and its application in an international setting. Strategic issues in managing service quality with retail banks in the Chinese market are identified and discussed.

Keywords

Citation

Zhou, L. (2004), "A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking", Journal of Services Marketing, Vol. 18 No. 7, pp. 534-546. https://doi.org/10.1108/08876040410561866

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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