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Article: Measuring service quality: an empirical analysis in Hong Kong
Title | Measuring service quality: an empirical analysis in Hong Kong |
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Authors | |
Keywords | Asia & the Pacific Experimental/theoretical treatment Retail banking services Quality control Management science/operations research |
Issue Date | 1995 |
Publisher | International Journal of Management. |
Citation | International Journal of Management, 1995, v. 12 n. 2, p. 182-188 How to Cite? |
Abstract | The 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 Identifier | http://hdl.handle.net/10722/86062 |
ISSN |
DC Field | Value | Language |
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dc.contributor.author | Lam, SSK | en_HK |
dc.date.accessioned | 2010-09-06T09:12:22Z | - |
dc.date.available | 2010-09-06T09:12:22Z | - |
dc.date.issued | 1995 | en_HK |
dc.identifier.citation | International Journal of Management, 1995, v. 12 n. 2, p. 182-188 | en_HK |
dc.identifier.issn | 0813-0183 | en_HK |
dc.identifier.uri | http://hdl.handle.net/10722/86062 | - |
dc.description.abstract | The 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.language | eng | en_HK |
dc.publisher | International Journal of Management. | en_HK |
dc.relation.ispartof | International Journal of Management | en_HK |
dc.subject | Asia & the Pacific | - |
dc.subject | Experimental/theoretical treatment | - |
dc.subject | Retail banking services | - |
dc.subject | Quality control | - |
dc.subject | Management science/operations research | - |
dc.title | Measuring service quality: an empirical analysis in Hong Kong | en_HK |
dc.type | Article | en_HK |
dc.identifier.openurl | http://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+Kong | en_HK |
dc.identifier.email | Lam, SSK: simonlam@business.hku.hk | en_HK |
dc.identifier.authority | Lam, SSK=rp01071 | en_HK |
dc.identifier.hkuros | 14396 | en_HK |
dc.identifier.volume | 12 | - |
dc.identifier.issue | 2 | - |
dc.identifier.spage | 182 | - |
dc.identifier.epage | 188 | - |
dc.identifier.issnl | 0813-0183 | - |