The HKU Scholars Hub (University of Hong Kong) · 1995 · 20 citations · 0 references
BusinessMarketingMarketing ManagementPerformance MeasurementServices MarketingCustomer SatisfactionService Delivery PerformanceService EvaluationService Performance MeasurementService QualityService Quality AssurancePerceived Service QualityQuality Of Service AssessmentService Quality IndicatorsService Quality ManagementService Quality MeasurementService Quality MetricsService Quality Models
The service quality (SERVQUAL) scale has been widely used in research to measure quality of service. The psychometric properties of the scale have been examined by a number of studies. However, the usefulness of SERVQUAL remains unresolved. Using data outside of the US, a study aims at evaluating the potential usefulness of SERVQUAL in banking services in Hong Kong. The results indicate that SERVQUAL appears to be a consistent and reliable scale to measure service quality. However, the proposed 5 dimensions of SERVQUAL are not confirmed. The results also raise the question of the usefulness of the expectations score in SERVQUAL.