论文信息 - A reliable and valid measurement scale for the perceived service quality of banks

A reliable and valid measurement scale for the perceived service quality of banks

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.

Jacques Nantel | Kamilia Bahia | J. Nantel | Kamilia Bahia

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