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Testing the Fit of the BANKSERV model to BANKPERF data

Pont, Marcin and McQuilken, Lisa 2002, Testing the Fit of the BANKSERV model to BANKPERF data, in Proceedings of the Australian and new Zealand Marketing Academy Conference 2002, ANZMAC, Dunedin, N.Z., pp. 861-867.


Title Testing the Fit of the BANKSERV model to BANKPERF data
Author(s) Pont, Marcin
McQuilken, Lisa
Conference name ANZAM 2002. Australian and New Zealand Marketing Academy Conference.
Conference location Melbourne, Australia
Conference dates 2-4 December 2002
Title of proceedings Proceedings of the Australian and new Zealand Marketing Academy Conference 2002
Editor(s) Shaw, Robin N.
Adam, Stewart
McDonald, Health
Publication date 2002
Series PANDORA electronic collection.
Start page 861
End page 867
Publisher ANZMAC
Place of publication Dunedin, N.Z.
Summary To date, financial institutions have no recognised publicly available and standard scale to measure the quality of their services (Bahia and Nantel, 2000). Much of the service quality literature has focused on two measures, SERVQUAL and SERVPERF. Although debate continues about the pros and cons of these individual measures, the reality is that neither is industry specific. The BANKSERV instrument was developed to measure service quality in retail banking as perceived by customers. It was designed to allow customers to reflect on their expectations and perceptions in single statements. This paper reports the results of a confirmatory factor analysis conducted to test the fit of the BANKSERV model to data collected using a perceptions-only measure (BANKPERF). Data were collected via questionnaire, with a sample of 348 banking customers being obtained. Findings suggest that the ‘goodness of fit’ of the BANKSERV model to the observed data was ‘marginal’.
ISBN 0730025624
ISSN 1447-3275
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2002
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004786

Document type: Conference Paper
Collection: School of Management and Marketing
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