A reliable and valid measurement scale for the perceived service quality of banks

By Kamilia Bahia, J. Nantel. 2000

565 citations recorded by the source corpus.

Subfields: General Health Professions, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/74bea210887a87447fc50d8b2b6708eca25c80e8

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. Niki Glaveli
2. Ines Ladhari
3. Miguel Morales
4. Riadh Ladhari
5. Eugenia Petridou
6. P. Sellamuthu
7. T. Dr.
8. Charalambos Spathis

In Marketing

1. Kazi Omar Siddiqi
2. Niki Glaveli
3. Ines Ladhari
4. Christopher Han-Kie Gan
5. Miguel Morales
6. Michael D. Clemes
7. Riadh Ladhari
8. Eugenia Petridou

In Organizational Behavior and Human Resource Management

1. Kazi Omar Siddiqi
2. Ines Ladhari
3. Miguel Morales
4. Riadh Ladhari
5. Niki Glaveli
6. Christopher Han-Kie Gan
7. Michael D. Clemes
8. Eugenia Petridou

Citations in the corpus

• Customer switching behaviour in the Chinese retail banking industry (2010, background): “For example, access and service portfolio are an important component of service quality in Bahia and Nantel's (2000)”
• Bank service quality: evidence from five Balkan countries (2006, methodology): “Are there differences (similarities) between the five Balkan countries related to the degree of importance attached to the various dimensions of service quality by bank retail customers? The instrument used for measuring perceived service quality was the Bank Service Quality (BSQ) developed by Bah”
• Service quality measurement in the Chinese corporate banking market (2008, background): “Over the past two decades, a burgeoning literature has contributed to the measurement of service quality, with the development of generic measures and the creation of instruments for specific service settings (see Bahia and Nantel, 2000”
• Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, methodology): “Bahia and Nantel (2000) use the ten dimensions originally proposed by Parasuraman et al.”
• Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, background): “Service quality is one of the most attractive areas for researchers over the last decade in the retail banking sector (Avkiran, 1994; Stafford, 1996; Johnston, 1997; Angur et al, 1999; Lasser et al, 2000; Bahia and Nantel, 2000; Sureshchandar et al, 2002; Gounaris et al, 2003; Choudhury, 2008).”
• Correlates of customer loyalty to their bank: a case study in Nigeria (2006, background): “Commercial banks have, thus, embarked on different management strategies as ways to promote customer loyalty ( Bahia and Nantel, 2000”
• Influence of Service Quality on Customer Satisfaction Application of Servqual Model (2010, methodology): “…scale ,the variables are Service charge charged by the bank, interest rate and Customer complain handling system suggested by the researcher like (Bahia and Nantel,2000 ,Suresh Chander 2002) after careful validation by academicians and industry experts and in the case of the Attitudinal…”