Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction
Titel:
Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction
Auteur:
Aleksandra Pisnik Korda Boris Snoj
Verschenen in:
Managing global transitions
Paginering:
Jaargang 8 (2010) nr. 2 pagina's 187-205
Jaar:
2010
Inhoud:
Despite its popularity, the concept of service quality in the marketingliterature is still ambiguously and vaguely defined. Several measurementscales have been proposed, but some of these take into accountonly the method of measurement and ignore the idea that the sameinstrument may not be able to be automatically applied in different industriesor in different cultures. Therefore the purpose of this paperis twofold: first to validate the perceived retail banking service scale inthe case of a small transitional economy of Europe, and second to researchservice quality-customer satisfaction relationship and the role ofperceived value within it. Content validity, face validity, construct validity,convergent validity, discriminant validity as well as nomologicalvalidity were assessed with EFA, CFA and SEM. The present research isthe first attempt to measure the relationships among the concepts researchedin the retailing banking industry in transitional economies inEurope. Therefore, its major finding, that the perceived value variablehas a potential to be mediating variable between perceived quality andcustomer satisfaction relationship in retail banking settings, could be ofinterest also for other researchers in transitional economies in Europeand also for researchers from other environments.
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