An empirical assessment of the SERVQUAL scale

Abstract: 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.

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 Zargar, M. (2016). An empirical assessment of the SERVQUAL scale.Accounting, 2(2), 85-88.

Refrences

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