Service quality measurement in the banking sector in South Korea

Cui, C., Lewis, B.R. and Park, W. 2003. Service quality measurement in the banking sector in South Korea. The International Journal of Bank Marketing. 21 (4), pp. 191-201. https://doi.org/10.1108/02652320310479187

TitleService quality measurement in the banking sector in South Korea
TypeJournal article
AuthorsCui, C., Lewis, B.R. and Park, W.
Abstract

There have been numerous studies on measures of service quality, such as SERVQUAL and SERVPERF, in a variety of contexts, but the validity of these instruments in Asian markets is under‐researched. The present study was focused in South Korea and data on expectations, perceptions and importance measures were collected from 153 bank customers. Confirmatory factor analyses revealed that the measurement scales lacked validity with the South Korean sample, and principal component analyses revealed that SERVQUAL and SERVPERF were not uni‐dimensional. An amended SERVQUAL type scale showed three factors similar to the original SERVQUAL analysis, and an amended SERVPERF type scale showed two factors, with most of the original items converged on different conceptual dimensions.

JournalThe International Journal of Bank Marketing
Journal citation21 (4), pp. 191-201
ISSN0265-2323
Year2003
PublisherEmerald Publishing Limited
Digital Object Identifier (DOI)https://doi.org/10.1108/02652320310479187
Web address (URL)https://doi.org/10.1108/02652320310479187
Publication dates
Published01 Aug 2003

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