Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank

By K. Newman. 2001

482 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/e2489af20d3dd2318872592e1d84bac209bbc48a

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In Management Information Systems

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking (2004, unknown): “The continuous rise in the use of SERVQUAL has been arguably attributed to a practical usefulness in diagnostic analysis for improving service quality, especially when it is applied in an international service setting (Kassim and Bojei, 2002; Newman, 2001; Sureshchandar et al., 2002; Zhao et al., 20”
The Importance-Performance Analysis of Service Quality in Administrative Departments of Private Universities in Thailand (2004, methodology): “SERVQUAL model has also been used to measure the service quality in ocean freight services in Singapore (Durvasula, Lysonski, and Mehta, 1999), high street retail banks (Newman 2001) and patient’s satisfaction with NHS hospital in UK (Youssef, 1996).”
A model of customer loyalty in the retail banking market (2017, unknown): “Newman (2001) presented a case study of a pioneering nationwide implementation of SERVQUAL (Parasuraman et al., 1988) by a major UK high street bank over the period 1993-1997 at an annual cost of one million pounds.”
An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking (2008, background): “IMEFM 1,3 194 In retail banking, Newman (2001) suggested that the SERVQUAL model does not appear to be the holistic model and doubted the value of SERVQUAL as a measure of service quality.”
Customer service quality in the Greek Cypriot banking industry (2005, background): “These criticisms have mainly revolved around the interpretation and implementation of the instrument (Babakus and Boller, 1992; Smith, 1995; Buttle, 1996; Lam et al., 1997; Newman 2001).”
Relationship orientation or service quality (2007, background): “In the context of financial services, several works have emphasized the relevance of service quality (Newman, 2001; Sureshchandar et al., 2003; Akamavi, 2005).”
Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan (2011, background): “Consequently, customer dissatisfaction leads to low loyalty (Lewis, 1991; Newman, 2001; Caruana, 2002).”
Sense of community: an exploratory study of US consumers of financial services (2006, background): “At least one longitudinal study employing the SERVQUAL survey instrument has demonstrated that a large UK bank can improve customer perceptions of service quality in spite of considerable problems ( Newman, 2001”
The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010, background): “Dougal, 1996; Kish, 2000; Duncan & Elliot, 2002) and market share (Fisher, 2001), improving customer relations, enhance corporate image and promote customer loyalty (Newman, 2001; Szymigin & Carrigan, 2001; Caruana, 2002; Ehigie, 2006).”