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 ANZAM 2002 : Proceedings of the Australian and new Zealand Marketing Academy Conference 2002, ANZMAC, Dunedin, N.Z., pp. 861-867. Attached Files Name Description MIMEType Size Downloads Title Testing the Fit of the BANKSERV model to BANKPERF data Author(s) Pont, Marcin McQuilken, Lisa orcid.org/0000-0002-2314-7502 Conference name Australian and New Zealand Academy of Management. Conference (16th : 2002 : Beechworth, Victoria) Conference location Melbourne, Victoria Conference dates 2-4 Dec. 2002 Title of proceedings ANZAM 2002 : 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. Conference series Australian and New Zealand Academy of Management Conference 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 Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services 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 Collections: Faculty of Business and Law School of Management and Marketing Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Wed, 25 Feb 2009, 15:51:19 EST Tue, 23 Jun 2009, 12:41:11 EST Wed, 27 Aug 2014, 21:25:06 EST Fri, 05 Sep 2014, 11:20:53 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 1229 Abstract Views, 0 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:41:28 EST