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Volume :26 Issue : 1 2019      Add To Cart                                                                    Download

Determinants and Consequences of Perceived Service Quality in the Kuwaiti Banking Context

Auther : Adel A Al-Wugayan

Aim of the Paper: This study investigates the appropriateness of SERVQUAL and SERVPERF as two widely-used service quality (SQ) measures for retail bank services in Kuwait, as well as their predictive power for affective services responses (satisfaction and trust) and attitudinal/relational responses (word-of-mouth, recommendation, social media engagement, loyalty, and switching intentions).
Study Design: Using a survey methodology, data is analyzed using Confirmatory Factor Analysis followed by Covariance-based Structural Equation Modeling. 
Sample and Data: A random sample of (846) Kuwaiti bank customers is used. 
Results: Internal structure of both quality scales differ from their original conceptualizations. The three factor-SERVQUAL model is the best predictor of dependent variables.
Conclusion: SQ exerts direct effects on bank satisfaction and trust. Allocating resources to improve bank SQ can be based on the outcomes of the importance-weighted 3-factor SERVQUAL performance-minus-expectation rather than performance-only measures. Future research may examine these results using longitudinal data analysis.
 

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Nov 19, 2019

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