An empirical assessment of the SERVQUAL scale

An empirical assessment of the SERVQUAL scale

During the past few years, many people have used point of sales for purchasing goods and services. Point of sales tends to provide a reliable method for making purchases in stores. Implementation of point of sales may reduce depreciation cost of automated telling machines and helps banks increase th...

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Bibliographic Details
Main Author: Mahla Zargar
Format: Article
Language:English
Published: Growing Science 2015-11-01
Series:Accounting
Subjects:
SERVQUAL
Point of sales
Quality
Online Access:http://www.growingscience.com/ac/Vol2/ac_2016_2.pdf
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spelling doaj-38cd903c6e63437da8e8c6e75b6be1772020-11-24T21:57:30ZengGrowing ScienceAccounting2369-73932369-74072015-11-0122858810.5267/j.ac.2016.1.002An empirical assessment of the SERVQUAL scaleMahla Zargar During the past few years, many people have used point of sales for purchasing goods and services. Point of sales tends to provide a reliable method for making purchases in stores. Implementation of point of sales may reduce depreciation cost of automated telling machines and helps banks increase their productivities. Therefore, for bank managers, it is important to provide high quality services. This paper presents an empirical investigation to measure quality service using SERVQUAL scale. The study first extracts six factors including Trust, Responsiveness, Reliability, Empathy, Tangibles and getting insight for future development through the implementation of structural equation modeling. Next, it has implemented structural equation modeling and realizes that all components had positive impacts on customer satisfaction.http://www.growingscience.com/ac/Vol2/ac_2016_2.pdfSERVQUALPoint of salesQuality
collection DOAJ
language English
format Article
sources DOAJ
author Mahla Zargar
spellingShingle Mahla Zargar
An empirical assessment of the SERVQUAL scale
Accounting
SERVQUAL
Point of sales
Quality
author_facet Mahla Zargar
author_sort Mahla Zargar
title An empirical assessment of the SERVQUAL scale
title_short An empirical assessment of the SERVQUAL scale
title_full An empirical assessment of the SERVQUAL scale
title_fullStr An empirical assessment of the SERVQUAL scale
title_full_unstemmed An empirical assessment of the SERVQUAL scale
title_sort empirical assessment of the servqual scale
publisher Growing Science
series Accounting
issn 2369-7393
2369-7407
publishDate 2015-11-01
description During the past few years, many people have used point of sales for purchasing goods and services. Point of sales tends to provide a reliable method for making purchases in stores. Implementation of point of sales may reduce depreciation cost of automated telling machines and helps banks increase their productivities. Therefore, for bank managers, it is important to provide high quality services. This paper presents an empirical investigation to measure quality service using SERVQUAL scale. The study first extracts six factors including Trust, Responsiveness, Reliability, Empathy, Tangibles and getting insight for future development through the implementation of structural equation modeling. Next, it has implemented structural equation modeling and realizes that all components had positive impacts on customer satisfaction.
topic SERVQUAL
Point of sales
Quality
url http://www.growingscience.com/ac/Vol2/ac_2016_2.pdf
work_keys_str_mv AT mahlazargar anempiricalassessmentoftheservqualscale
AT mahlazargar empiricalassessmentoftheservqualscale
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