A reliable and valid measurement scale for the perceived service quality of banks
- 1 April 2000
- journal article
- Published by Emerald Publishing in International Journal of Bank Marketing
- Vol. 18 (2), 84-91
- https://doi.org/10.1108/02652320010322994
Abstract
Describes a study performed in Canada to develop a reliable and valid scale for the measurement of the perceived service quality of bank services. A sample of retail banking customers was questioned. The proposed scale is called banking service quality (BSQ) and comprises 31 items which span six dimensions: effectiveness and assurance; access; price; tangibles; services portfolio and reliability.Keywords
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