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Determinants and Consequences of Perceived Service Quality in the Kuwaiti Banking Context
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Determinants and Consequences of Perceived Service Quality in the Kuwaiti Banking Context
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Journal Article
Determinants and Consequences of Perceived Service Quality in the Kuwaiti Banking Context
2019
Overview
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 and 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 the performance-only measures. Future research may examine these results using longitudinal data analysis.
Publisher
جامعة الكويت - مجلس النشر العلمي
Subject
