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Cited by 177Customer Service Quality and LoyaltyBanking Sector Performance and ManagementConsumer Behavior and Marketing Influence

The DOI matches its Crossref record; 43 of the 45 references it cites were found in a registry or an index.

Measuring Service Quality in the Banking Industry: A Hong Kong Based Study

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Lau, Mei Mei, Cheung, Ronnie, Lam, Aris Y. C., Chu, Yuen Ting·2013·Contemporary Management Research
DOI 10.7903/cmr.11060
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Abstract

The goal of this study is to identify the interrelationships between service quality, customer satisfaction and customer loyalty in the retail banking sector in Hong Kong. The study also aims to find out the most important attributes of service quality in retail banks, which can be used to evaluate the characteristics of banking service quality as perceived by customers. A sample of 119 retail banking customers was drawn from the Hong Kong and Shanghai Banking Corporation (HSBC) in Hong Kong. The questionnaire developed for this study was based on a SERVQUAL model that identified the influence of five dimensions (i.e. tangibility, responsibility, reliability, assurance and empathy) in banking service environments on customer satisfaction. The results indicate that the five SERVQUAL dimensions have a positive influence on customer satisfaction. Tangibility, responsibility, reliability and assurance were more significant in contributing to customer satisfaction, while empathy was the least significant. This study suggests that SERVQUAL is a suitable instrument for measuring service quality in the retail banking sectors in Hong Kong. Hence, banking industry practitioners can consider this instrument as a tool to assess and help improve their service quality. Keywords: SERVQUAL, Service Quality, Customer Satisfaction, Customer Loyalty, Banking Industry, Hong Kong To cite this document: Mei Mei Lau, Ronnie Cheung, Aris Y. C. Lam, and Yuen Ting Chu, "Measuring Service Quality in the Banking Industry: A Hong Kong Based Study", Contemporary Management Research, Vol.9, No.3, pp.263-282, 2013. Permanent link to this document: http://dx.doi.org/10.7903/cmr.11060

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Crossref · 10.7903/cmr.11060

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Metadata

Authors
Lau, M. M., Cheung, R., Lam, A. Y. C., & Chu, Y. T.
Affiliations
  • Hong Kong Polytechnic University (HK)
  • University of South Australia (AU)
ORCID
Lau, Mei Mei
Venue
Contemporary Management Research
Publisher
Academy of Taiwan Information Systems Research
Published
2013-09-30
Volume
9
Issue
3
ISSN
1813-5498 (ISSN-L)
DOI
10.7903/cmr.11060
OpenAlex
W2052645741
Cited by
159
References
45
Citations by year
2026: 2 · 2025: 6 · 2024: 12 · 2023: 13 · 2022: 25 · 2021: 28 · 2020: 16 · 2019: 15 · 2018: 19 · 2017: 7 · 2016: 9 · 2015: 4 · 2014: 3
FWCI
10.99
Type
journal article
Language
en
Open access
Locations
  • Contemporary Management Research (publishedVersion)
  • UniSA Research Outputs Repository (University of South Australia) (acceptedVersion)
  • Adelaide Research & Scholarship (AR&S) (University of Adelaide) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Accounting › Banking Sector Performance and Management
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
service quality, retail banking, customer satisfaction, customer loyalty, SERVQUAL, tangibility, reliability, assurance, empathy, responsibility, Hong Kong banking, HSBC

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