SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service

Abstract

Purpose—The aim of the study was to visualize the impacts of the service quality dimensions under the SERVQUAL model regarding the relationship quality and behavioral intentions of consumers in the retail banking services of Bangladesh. Design/Methodology/Approach—In this study, a structured questionnaire was used to conduct a survey, and 234 valid data samples were collected for the quantitative analysis. The measurement and structural models were used to explore the hypothesized connections among variables using the structural equation modeling (SEM) approach. Findings—The empirical results of this research indicated that SERVQUAL dimensions (tangibles, reliability, empathy, assurance, and responsiveness) seemed to be highly valued for measuring service quality. The service quality influences the quality of relationships and behavioral intentions. The relationship quality has a significantly positive impact on behavioral intentions and a mediation effect on service quality and behavioral intentions. Originality/Value—The aim of this research was to develop an advanced connection between relationship structural equation models and managerial implications as a reference and an application for the banking industry.

Fostering Customer Loyalty in Kitesurfing: The Case of a Nautical Sports Centre in Portugal

“…In services, some studies recognised the indirect effect of service quality on behavioural intention, mediated by the satisfaction variable [41,46], and a variety of works have even shown that service quality directly influences customer behavioural intention [59][60][61]. In turn, some researchers have also revealed the existence of significant correlations and significant direct effects between the perceived quality and the customer's behavioural intention, in the nautical tourism segment [62], in the domain of sports [63] and education [42,43,45].…”