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In this investigation we intent to investigate the dimensions of Perceived Service Quality, for large corporate banking customers and analyse the relation with Banking Loyalty.
Another gap in the field of relationship marketing relates to the relative importance of relational benefits to loyalty compared with perceived service quality.
Furthermore, Parasuraman, Zeithaml, and Berry (1985, 1988, 1991) claimed that perceived service quality was the customer's global evaluation of the overall excellence or superiority of the service.
Although expectations do play a vital role in traditional perceived service quality, personal interviews with online customers in this study revealed that most of the participants did not have a clear conception of whatexpectations they held for online service.
Sureshchandar et al (2001) conceptualizes service quality by taking in to account all the aspects of customer perceived service quality, including those already addressed in the existing instruments and those that are left out in the empirical service quality literature.
Bahia and Nantel (2000) developed a specific new scale for perceived service quality in retail banking.
Although the conceptualization and dimensionality of SERVQUAL have been subjected to some severe criticisms (Buttle, 1996), there is a general agreement that the five dimensions are reasonably accurate predictors of perceived service quality (Sureshchandar et al, 2002).
Perceived service quality has been defined as a global judgment or attitude relating to the superiority of a service (Zeithaml and Bitner, 2000).
Using this definition of perceived service quality as the disconfirmation/confirmation (GAP theory) between perceptions and expectations, Zeithaml, Parasuraman, and Berry (1990) developed a dual scale.
It was designed to assess perceived service quality by subtracting subjects' ratings of expected level of service from their ratings of the actual level of service received with respect to each of a number of specific items representing the five dimensions of service (i.
A number of tools for measuring perceived service quality have been presented, of which the SERVQUAL model is of utmost importance for defining the real meaning of customer satisfaction.
1988) developed the SERVQUAL instrument to measure perceived service quality in terms of the gaps between customer expectations and actual judgment of performance along five dimensions of service quality.
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