A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking

By Lianxi Zhou. 2004

216 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/266d2539c8b224ad07693a250a796a24ef50ba9a

How researchers see this paper

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In Information Systems and Management

1. Fernando Jaramillo
2. Jay P. Mulki
3. Ines Ladhari
4. Christopher Han-Kie Gan
5. Miguel Morales
6. Michael D. Clemes
7. Riadh Ladhari
8. Oylum KORKUT ALTUNA

In Marketing

1. Ines Ladhari
2. Christopher Han-Kie Gan
3. Miguel Morales
4. Fernando Jaramillo
5. Michael D. Clemes
6. Riadh Ladhari
7. Oylum KORKUT ALTUNA
8. F. Arslan

In Organizational Behavior and Human Resource Management

1. Fernando Jaramillo
2. Jay P. Mulki
3. P. Sultan
4. H. Wong
5. Jay Kandampully
6. Ines Ladhari
7. Christopher Han-Kie Gan
8. Miguel Morales

Citations in the corpus

• Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, background): “On the one hand, some studies found that the SERVPERF scale is a better alternative than the SERVQUAL scale (Babakus and Boller, 1992; Brady et al., 2002; Brown et al., 1993; Jain and Gupta, 2004; Zhou, 2004; Sultan and Tarafder, 2007a, b; Chowdhury and Sultan, 2005).”
• Students' perceptions of service quality in higher education (2009, background): “SERVPERF, in contrast, is a performance-only measurement of service quality (Zhou, 2004).”
• Service quality in a higher education context: an integrated model (2012, background): “On the one hand, studies find that the SERVPERF scale is a better alternative than the SERVQUAL scale (Babakus and Boller, 1992; Brady et al., 2002; Brown et al., 1993; Jain and Gupta, 2004; Zhou, 2004).”
• Customer switching behaviour in the Chinese retail banking industry (2010, background): “However, limited studies have focused on developing countries (Zhou, 2004).”
• Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, background): “The validity of the SERVQUAL instrument in the banking sector elicits mixed results (Mels et al., 1997; Lam, 2002; Zhou et al., 2002; Chi Cui et al., 2003; Zhou, 2004; Arasli et al., 2005a).”
• Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence (2009, background): “…some studies report a correlation between service quality and satisfaction above 0.80 (e.g., Gotlieb, Grewal, and Brown 1994), whereas others (e.g., Zhou 2004) report a correlation of 0.20 or below, which amounts to a differential explanatory power of service quality on satisfaction of 4 percent…”
• Impact of the Number of Scale Points on Data Characteristics and Respondents’ Evaluations: An Experimental Design Approach Using 5-Point and 7-Point Likert-type Scales (2016, background): “Zhou, (2004), A Dimension-specific Analysis of PerformanceOnly Measurement of Service Quality and Satisfaction in China’s Retail Banking. The Journal of Services Marketing, 18(6/7), 534-546. 25 H.Qin, V.R.Prybutok, V.R. and Q.Zhao. (2010). Perceived Service Quality in Fast-food Restaurants: Empirica”