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Article: Measuring service quality: an empirical analysis in Hong Kong

TitleMeasuring service quality: an empirical analysis in Hong Kong
Authors
KeywordsAsia & the Pacific
Experimental/theoretical treatment
Retail banking services
Quality control
Management science/operations research
Issue Date1995
PublisherInternational Journal of Management.
Citation
International Journal of Management, 1995, v. 12 n. 2, p. 182-188 How to Cite?
AbstractThe service quality (SERVQUAL) scale has been widely used in research to measure quality of service. The psychometric properties of the scale have been examined by a number of studies. However, the usefulness of SERVQUAL remains unresolved. Using data outside of the US, a study aims at evaluating the potential usefulness of SERVQUAL in banking services in Hong Kong. The results indicate that SERVQUAL appears to be a consistent and reliable scale to measure service quality. However, the proposed 5 dimensions of SERVQUAL are not confirmed. The results also raise the question of the usefulness of the expectations score in SERVQUAL.
Persistent Identifierhttp://hdl.handle.net/10722/86062
ISSN

 

DC FieldValueLanguage
dc.contributor.authorLam, SSKen_HK
dc.date.accessioned2010-09-06T09:12:22Z-
dc.date.available2010-09-06T09:12:22Z-
dc.date.issued1995en_HK
dc.identifier.citationInternational Journal of Management, 1995, v. 12 n. 2, p. 182-188en_HK
dc.identifier.issn0813-0183en_HK
dc.identifier.urihttp://hdl.handle.net/10722/86062-
dc.description.abstractThe service quality (SERVQUAL) scale has been widely used in research to measure quality of service. The psychometric properties of the scale have been examined by a number of studies. However, the usefulness of SERVQUAL remains unresolved. Using data outside of the US, a study aims at evaluating the potential usefulness of SERVQUAL in banking services in Hong Kong. The results indicate that SERVQUAL appears to be a consistent and reliable scale to measure service quality. However, the proposed 5 dimensions of SERVQUAL are not confirmed. The results also raise the question of the usefulness of the expectations score in SERVQUAL.-
dc.languageengen_HK
dc.publisherInternational Journal of Management.en_HK
dc.relation.ispartofInternational Journal of Managementen_HK
dc.subjectAsia & the Pacific-
dc.subjectExperimental/theoretical treatment-
dc.subjectRetail banking services-
dc.subjectQuality control-
dc.subjectManagement science/operations research-
dc.titleMeasuring service quality: an empirical analysis in Hong Kongen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0813-0183&volume=12&issue=2&spage=182&epage=188&date=1995&atitle=Measuring+service+quality:+an+empirical+analysis+in+Hong+Kongen_HK
dc.identifier.emailLam, SSK: simonlam@business.hku.hken_HK
dc.identifier.authorityLam, SSK=rp01071en_HK
dc.identifier.hkuros14396en_HK
dc.identifier.volume12-
dc.identifier.issue2-
dc.identifier.spage182-
dc.identifier.epage188-

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