Measuring service quality of banks: Scale development and validation

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dc.contributor.authorKaratepe, Osman M.
dc.contributor.authorYavas, Ugur
dc.contributor.authorBabakus, Emin
dc.date.accessioned2026-02-06T18:39:59Z
dc.date.issued2005
dc.departmentDoğu Akdeniz Üniversitesi
dc.description.abstractBy employing a multi-stage, multi-phase, and multi-sample approach, this paper reports on the construction of a service quality scale. Customer perceptions of service quality of retail banks in Northern Cyprus serve as the study setting. The parsimonious 20item four-dimensional scale consisting of service environment (four items), interaction quality (seven items), empathy (five items), and reliability (four items) exhibits sound psychometric properties. Scale development procedures and managerial applications of the derived scale are discussed. (C) 2005 Elsevier Ltd. All rights reserved.
dc.identifier.doi10.1016/j.jretconser.2005.01.001
dc.identifier.endpage383
dc.identifier.issn0969-6989
dc.identifier.issn1873-1384
dc.identifier.issue5
dc.identifier.orcid0000-0003-3120-8755
dc.identifier.scopus2-s2.0-20344390004
dc.identifier.scopusqualityQ1
dc.identifier.startpage373
dc.identifier.urihttps://doi.org/10.1016/j.jretconser.2005.01.001
dc.identifier.urihttps://hdl.handle.net/11129/13098
dc.identifier.volume12
dc.identifier.wosWOS:000213710900006
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherElsevier Sci Ltd
dc.relation.ispartofJournal of Retailing and Consumer Services
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WoS_20260204
dc.subjectService quality
dc.subjectBanking
dc.subjectScale development
dc.subjectNorthern Cyprus
dc.titleMeasuring service quality of banks: Scale development and validation
dc.typeArticle

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