2008
DOI: 10.1108/02652320810894389
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Service quality measurement in the Chinese corporate banking market

Abstract: PurposeThe purpose of this paper is to construct a measurement instrument to capture service quality in the Chinese corporate banking market.Design/methodology/approachTo create the measurement instrument, Chinese Banking Service Quality (CBSQ), constructs are utilised from the generic service quality literature and Chinese business culture. In addition, 18 financial managers were interviewed to identify how other aspects of the Chinese banking market could be included in the new instrument. CBSQ was administe… Show more

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Cited by 70 publications
(45 citation statements)
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“…Most recent literature also points out that SERVQUAL is not a universal tool to measure service quality in specific contexts, for example, in luxurious restaurants of international hotel chains (Chin and Tsai, 2013); B2B services (Benazić and Došen, 2012); corporate banking (Guo et al, 2008); supply chain (Seth et al, 2006) and so on. This is confirmed in the study of Chowdhary and Prakash (2007) who show that the generalisation of quality dimensions is not possible among all types of services taken together, and therefore the development of quality dimensions should be tailored to each specific type of services.…”
mentioning
confidence: 97%
“…Most recent literature also points out that SERVQUAL is not a universal tool to measure service quality in specific contexts, for example, in luxurious restaurants of international hotel chains (Chin and Tsai, 2013); B2B services (Benazić and Došen, 2012); corporate banking (Guo et al, 2008); supply chain (Seth et al, 2006) and so on. This is confirmed in the study of Chowdhary and Prakash (2007) who show that the generalisation of quality dimensions is not possible among all types of services taken together, and therefore the development of quality dimensions should be tailored to each specific type of services.…”
mentioning
confidence: 97%
“…More studies employ Servqual or modified Servqual to measure banking service quality compared to other measurement tools (Newman & Cowling 1996;Othman & Owen 2001;Han & Baek 2004;Arasli et al 2005a;Muslim & Zaidi 2008;Wong et al 2008;Kanning & Bergmann 2009;Kumar et al 2009;Ladhari 2009;Osman et al 2009;Sadek et al 2010). However, criticisms of the Servqual (Blanchard & Galloway 1994;Gounaris 2005) resulted in the creation of alternative models such as Servperf (Cronin & Taylor 1992;Angur et al 1999;Abdullah et al 2004), Bankserv (Avkiran 1994) and other models (Levesque & McDougall 1996;Stafford 1996;Johnston 1997;Bahia & Nantes 2000;Lassar et al 2000;Aldlaigan & Buttle 2002;Cui et al 2003;Malhotra et al 2005;Mukherjee & Nath 2005;Petridou et al 2007;Guo et al 2008).…”
Section: Literature Review Customer Satisfaction In Banking Literaturementioning
confidence: 99%
“…To measure service quality and identify the dimensions that customers consider in evaluating bank services, the model most often utilized has been SERVQUAL developed by Parasuraman, Zeithaml, and Berry (1988). In addition to the SERVQUAL scale, alternative instruments have been proposed for specific use in the banking sector (Avkiran, 1994;Bahia & Nantel, 2000;Aldlaigan & Buttle, 2002;Jabnoun & Al-Tamimi, 2003;Karatepe, Yavas, & Babakus, 2005;Ehigie, 2006;Guo, Duff, & Hair, 2008), but they have not been used as extensively as SERVQUAL (for a comprehensive review, see Asubonteng, McCleary, & Swan, 1996;Ladhari, 2009).…”
Section: Service Qualitymentioning
confidence: 99%