{"title":"Measuring service quality of banks: Scale development and validation","authors":"Osman M. Karatepe , Ugur Yavas , Emin Babakus","doi":"10.1016/j.jretconser.2005.01.001","DOIUrl":null,"url":null,"abstract":"<div><p>By employing a multi-stage, multi-phase, and multi-sample approach, this paper reports on the construction of a service quality scale. Customer perceptions of service quality of retail banks in Northern Cyprus serve as the study setting. The parsimonious 20-item four-dimensional scale consisting of service environment (four items), interaction quality (seven items), empathy (five items), and reliability (four items) exhibits sound psychometric properties. Scale development procedures and managerial applications of the derived scale are discussed.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"12 5","pages":"Pages 373-383"},"PeriodicalIF":11.0000,"publicationDate":"2005-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/j.jretconser.2005.01.001","citationCount":"442","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Retailing and Consumer Services","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0969698905000020","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 442
Abstract
By employing a multi-stage, multi-phase, and multi-sample approach, this paper reports on the construction of a service quality scale. Customer perceptions of service quality of retail banks in Northern Cyprus serve as the study setting. The parsimonious 20-item four-dimensional scale consisting of service environment (four items), interaction quality (seven items), empathy (five items), and reliability (four items) exhibits sound psychometric properties. Scale development procedures and managerial applications of the derived scale are discussed.
期刊介绍：
The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are:
Retailing and the sale of goods
The provision of consumer services, including transportation, tourism, and leisure.
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