Assessment of banking service quality perception using the SERVPERF model

Abstract

The purpose of this article is to evaluate the quality of the services provided by the two most important banks that operate in Mexico, using as case study those branches that are located in the four main cities of the Isthmus of Tehuantepec: Ixtepec, Juchitán, Tehuantepec and Salina Cruz. The methodological strategy of this investigation resided in the application of a modified version of the SERVPERF model, one of the most important in this type of studies, which assesses the perception of the clients based on five criteria: reliability, responsiveness, safety, empathy and tangible elements. Strictly speaking, these criteria or dimensions jointly define the quality of the service received. The results found indicate that, in general terms, the assessment of the clients of both banks regarding their services is high, which could be explained by the establishment of very low expectations by the users according to the specific socioeconomic variables. Additionally, significant differences were found regarding the assessment between groups of people according to the different analyzed variables, such as occupation, level of education and age range.

Dimensions of Service Quality in Health-Fitness Clubs in China

“…In the fitness industry, customer retention remains a key factor in success, and service quality continues to have a strong impact on that retention. Service quality in a fitness club directly relates to profit margin and overall club development in a competitive marketplace [3][4][5]. Effective management of service quality increases customer satisfaction, loyalty, and positive word-of-mouth [6,7].…”

Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector

“…Prior studies (e.g. Ajmal et al, 2018;Naeem et al, 2009;Lomendra et al, 2019;Zeithaml et al, 2002;Raza et al, 2020;Kotler & Keller, 2012;Fragoso & Espinoza, 2017;Parasuraman et al, 1988;Eltahir & Abdallah, 2019;Al Karim & Chowdhury, 2014) used the following dimensions of banking service quality: Tangibility: It includes physical evidence of a service, such as physical facilities, machinery, equipment and personnel.…”

Hybrid Conceptual Model for Assessing Quality, Production and Satisfaction (SQual4Agri), in Agricultural Production Units, in Cape Verde

“…Some of the advantages that SERVPERF presents are related to (1) the ease of interpretation of the concept, since the items of expectations are removed and only consider the customers' perceptions; (2) the use of perceptions in predicting the behavior of companies that supply products/services; (3) less time spent applying the instrument; (4) assessments are based more on satisfaction than on the gap and interpretation; (5) the ease of analysis of the obtained data; (6) 50% decrease in the survey items, hence making participants more motivated and willing in collaborating with the studies [57][58][59][60].…”

“…With SERVPERF, the evaluation is applied only once after the service has been performed, making it a much easier model to be applied and that evaluates only the perception of customers [60][61][62]. Table 2 illustrates the dimensions of the SERVPERF and its meaning.…”

“…Empirical studies carried out in various industries using SERVPERF (banks, pest control, laundry, wine tourism, fast food chain, restaurant) [60][61][62][64][65][66][67], found a superior performance in terms of satisfaction assessment than of using other service evaluation tool. Taking into consideration that SERVPREF has a reduced a number of survey itemsonly 22 items altogether-the studies have demonstrated its superiority in relation to the SERVQUA.…”