Have a personal or library account? Click to login
Measuring Clients’ Attitudes About Banking Services Quality Using the SERVQUAL Model Cover

Measuring Clients’ Attitudes About Banking Services Quality Using the SERVQUAL Model

Open Access
|May 2020

References

  1. Abdelghani, E. (2012). Applying SERVQUAL to banking services: an exploratory study in Morocco. Studies in Business & Economics, 7(1), 62-72.
  2. Akinwande, M. O., Dikko, H. G., & Samson, A. (2015). Variance inflation factor: As a condition for the inclusion of suppressor variable (s) in regression analysis. Open Journal of Statistics, 5(07), 754-767. DOI: 10.4236/ojs.2015.5707510.4236/ojs.2015.57075
  3. Alafeshat, R. & Alola, V. U. (2018). Investigating the nexus of service quality and customer loyalty in banking industry via the mediating role of customer satisfaction. Academic Journal of Economic Studies, 4(3), 167-176.
  4. Albarq, A. N. (2013). Applying a SERVQUAL model to measure the impact of service quality on customer loyalty among local Saudi banks in Riyadh. American Journal of Industrial and Business Management, 3(8), 700-707. DOI: 10.4236/ajibm.2013.3807910.4236/ajibm.2013.38079
  5. Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International journal of bank marketing, 18(2), 84-91. https://doi.org/10.1108/0265232001032299410.1108/02652320010322994
  6. Cronin, J., & Taylor, S. (1992). Measuring Service Quality: A Reexaminationand Extension. Journal of Marketing, 56(3), 55-68. DOI: 10.2307/125229610.2307/1252296
  7. Chochoľáková, A., Gabčová, L., Belás, J., & Sipko, J. (2015). Bank Customers’ Satisfaction, Customers’ Loyalty and Additional Purchases of Banking Products and Services. A Case Study from the Czech Republic. Economics and Sociology, 8(3), 82-94. doi: 10.14254/2071-789X.2015/8-3/610.14254/2071-789X.2015/8-3/6
  8. Chrysochou, P. (2017). Consumer behavior research methods. In: Emilien, G., Weitkunat, R. & Lüdicke, F. (Eds.), Consumer Perception of Product Risks and Benefits (pp. 409-428). Switzerland: Springer International Publishing. DOI: 10.1007/978-3-319-50530-5_2210.1007/978-3-319-50530-5_22
  9. Ćuzovic, S., & Sokolov-Mladenović, S. (2009). Unapređenje kvaliteta elektronske usluge u funkciji satisfakcije potrošača. Ekonomske teme, 47(2), 43-58.
  10. Furrer, O., Liu, B. S., & Sudharshan, D. (2000). The relationships between culture and service quality perceptions: Basis for cross-cultural market segmentation and resource allocation. Journal of service research, 2(4), 355-371.10.1177/109467050024004
  11. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44. DOI: 10.1108/EUM000000000478410.1108/EUM0000000004784
  12. Gasevic, D., Vranjes, M., & Drinic, D. (2016). Identification of key determinants of satisfaction of users of electronic banking services. Economic Themes, 54(2), 301-321.10.1515/ethemes-2016-0015
  13. Hair, J. F. Jr., Anderson, R. E., Tatham, R. L. & Black, W. C. (1995). Multivariate Data Analysis (3rd ed). New York: Macmillan.
  14. Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International journal of marketing studies, 2(2), 57-66. DOI:10.5539/ijms.v2n2p5710.5539/ijms.v2n2p57
  15. Lewis, B. R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour: An International Research Review, 5(1), 15-31. https://doi.org/10.1002/cb.4610.1002/cb.46
  16. Ljumovic, I., Pavlovic, V. & Cvijanovic, M. J. (2014). Two aspects of concentration in Serbian banking sector. Industrija, 42(3), 61-77. DOI: 10.5937/industrija42-586710.5937/industrija42-5867
  17. Marinković, V., & Senić, V. (2012). Analiza elemenata kvaliteta usluga u korporativnom bankarstvu. Ekonomski horizonti, 14(1), 13-22. DOI:10.5937/ekonhor1201013M10.5937/ekonhor1201013M
  18. Marinkovic, V., Senic, V., Kocic, M., & Sapic, S. (2011). Investigating the impact of SERVQUAL dimensions on customer satisfaction: The lessons learnt from Serbian travel agencies. International Journal of Tourism Research, 15(2), 184-196. DOI: 10.1002/jtr.88410.1002/jtr.884
  19. Markovic, S., Loncaric, D., & Loncaric, D. (2014). Service quality and customer satisfaction in the health care industry-towards health tourism market. Tourism and hospitality management, 20(2), 155-170.10.20867/thm.20.2.1
  20. Meesala, A., & Paul, J. (2016). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261-269. https://doi.org/10.1016/j.jretconser.2016.10.01110.1016/j.jretconser.2016.10.011
  21. Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International business research, 3(4), 72-80. doi: 10.5539/ibr.v3n4p7210.5539/ibr.v3n4p72
  22. Narodna banka Srbije. (2017). Izveštaj za treće tromesečje 2017. godine, preuzeto sa: https://www.nbs.rs/internet/latinica/55/55_4/kvartalni_izvestaj_III_17.pdf, pristupljeno: 28. Novembra 2018.
  23. Narodna banka Srbije. (2018). Izveštaj za prvo tromesečje 2018. godine, preuzeto sa: https://www.nbs.rs/internet/latinica/55/55_4/kvartalni_izvestaj_I_18.pdf, pristupljeno: 28. Novembra 2018.
  24. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50. DOI: 10.2307/125143010.2307/1251430
  25. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12-40.
  26. Radojević, P., & Marjanović, D. (2011). Kvalitet usluga u bankarstvu: nesaglasnosti, odrednice i istraživačke tehnike za unapređenje kvaliteta. Bankarstvo, 40(7-8), 34-59.
  27. Radomir L., Wilson A., & Scridon A. M. (2011). Improving Bank Quality Dimensions to Increase Customer Satisfaction. Management and Marketing Journal, 9(1), 126-148.
  28. Rijwani, P., Patel, R. & Patel, N. (2017). Service quality and customer satisfaction: Study of Indian banks using SERVQUAL. International Journal of Economic Research, 14(18), 199-211.
  29. Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL model. Service Industries Journal, 11(3), 324-345. https://doi.org/10.1080/0264206910000004910.1080/02642069100000049
  30. Shanka, M. S. (2012). Bank service quality, customer satisfaction and loyalty in Ethiopian banking sector. Journal of Business Administration and Management Sciences Research, 1(1), 001-009.
  31. Srinivas, D. & Rao, N. H. (2018). Service Quality in Commercial Banks: A Study of Public Sector Banks in Warangal District. Journal of Management, 5(4), 9–17.
  32. Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell hotel and restaurant administration quarterly, 36(2), 56-60. https://doi.org/10.1016/0010-8804(95)93844-K10.1016/0010-8804(95)93844-K
  33. Van Quyet, T., Vinh, N. Q., & Chang, T. (2015). Service quality effects on customer satisfaction in banking industry. International Journal of u-and e-Service, Science and Technology, 8(8), 199-206. DOI: 10.14257/ijunesst.2015.8.8.2010.14257/ijunesst.2015.8.8.20
  34. Yoo, W., Mayberry, R., Bae, S., Singh, K., He, Q. P., & Lillard Jr, J. W. (2014). A study of effects of multicollinearity in the multivariable analysis. International journal of applied science and technology, 4(5), 9-19.
  35. Zelenović, V., Vitomir, J., & Radović, M. (2017). SERQUAL model u funkciji unapredjenja kvaliteta bankarskog poslovanja. Zbornik radova naučnog skupa EKONBIZ, (17), 34-43.
DOI: https://doi.org/10.2478/ethemes-2019-0012 | Journal eISSN: 2217-3668 | Journal ISSN: 0353-8648
Language: English
Page range: 201 - 217
Submitted on: Jan 29, 2019
Accepted on: Jul 11, 2019
Published on: May 4, 2020
Published by: University of Niš, Faculty of Economics
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year

© 2020 Jovana Savić, Nevena Veselinović, published by University of Niš, Faculty of Economics
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.