The DOI matches its Crossref record; 36 of the 36 references it cites were found in a registry or an index.
Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank
Abstract
This paper presents a case study of a pioneering nationwide implementation of SERVQUAL by a major UK high street bank between 1993 and 1997 at an annual cost of one million pounds. In addition to highlighting serious weaknesses in the value of SERVQUAL as a measure of service quality and as a diagnostic tool, this study raises some of the practical difficulties entailed in its implementation. Moreover, in this particular instance, it becomes apparent that difficulties are introduced by the separation of service quality management from the management of marketing and human resources. In addition, there was a discernible lack of top management commitment, as well as obstacles in the form of functional and informational silos, which served to constrain an integrated company response to SERVQUAL criteria.
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Cites
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Armstrong, J. S., & Georgoff, D. M. (1988) · International Journal of Forecasting · doi:10.1016/0169-2070(88)90019-2 · Cited by 17,894
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
(1991) · Journal of Retailing · Cited by 3,949
Putting the Service-Profit Chain to Work
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994) · Harvard business review · Cited by 3,732
Customer satisfaction, customer retention, and market share
Rust, R. T., & Zahorik, A. J. (1993) · Journal of Retailing · doi:10.1016/0022-4359(93)90003-2 · Cited by 2,150
An empirical assessment of the SERVQUAL scale
Babakus, E., & Boller, G. W. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90022-4 · Cited by 2,122
SERVQUAL: review, critique, research agenda
Buttle, F. (1996) · European Journal of Marketing · doi:10.1108/03090569610105762 · Cited by 1,735
Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality
Teas, R. K. (1993) · Journal of Marketing · doi:10.1177/002224299305700402 · Cited by 1,651
Cited by
The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia
Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010) · International Journal of Marketing Studies · doi:10.5539/ijms.v2n2p57 · Cited by 347
Leong, L.-Y., Hew, T.-S., Lee, V.-H., & Ooi, K.-B. (2015) · Expert Systems with Applications · doi:10.1016/j.eswa.2015.04.043 · Cited by 314
Customer service quality in the Greek Cypriot banking industry
Arasli, H., Mehtap‐Smadi, S., & Turan Katircioglu, S. (2005) · Managing Service Quality: An International Journal · doi:10.1108/09604520510575254 · Cited by 295
Amin, M., & Isa, Z. (2008) · International Journal of Islamic and Middle Eastern Finance and Management · doi:10.1108/17538390810901131 · Cited by 279
Correlates of customer loyalty to their bank: a case study in Nigeria
Osayawe Ehigie, B. (2006) · International Journal of Bank Marketing · doi:10.1108/02652320610712102 · Cited by 263
Metadata
- Authors
- Newman, K.
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 2001-06-01
- Volume
- 19
- Issue
- 3
- Pages
- 126-139
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W2020421105
- Cited by
- 388
- References
- 36
- FWCI
- 8.21
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
