IDEAS home Printed from https://ideas.repec.org/a/bec/imsber/v9y2017i3p184-216.html
   My bibliography  Save this article

Revision and Validation of Retail Service Quality Scale in Branchless Banking

Author

Listed:
  • Tehreem Ali

    (UIMS-PMAS-Arid Agriculture University Rawalpindi)

  • Rauf I Azam

    (University of Education, Lahore)

  • Ahmed Imran Hunjra

    (UIMS-PMAS-Arid Agriculture University Rawalpindi)

Abstract

The objective of the study is to check the validity and reliability of the instrument that is a significant modification of Retail Service Quality Scale (RSQS) and has been adapted for measuring service quality in branchless banking sector of Pakistan. Sample was chosen on the basis of purposive sampling. Primary data were collected through structured questionnaire. A total of 350 respondents from Islamabad and Rawalpindi participated in the study. Exploratory Factor Analysis (EFA) was first applied in order to suggest the dimensions of modified version of the instrument; then confirmatory factor analysis (CFA) based on maximum likelihood method was applied to check the validity and reliability of adapted items in the instrument. The results of EFA supplied the number of factors to be used in the study and CFA show model fitness. However, this study is limited to the extent of instrument development and testing using a small sample size so future research may be extended with large sample size for generalization.

Suggested Citation

  • Tehreem Ali & Rauf I Azam & Ahmed Imran Hunjra, 2017. "Revision and Validation of Retail Service Quality Scale in Branchless Banking," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 9(3), pages 184-216, September.
    • Handle: RePEc:bec:imsber:v:9:y:2017:i:3:p:184-216
    DOI: dx.doi.org/10.22547/BER/9.3.8
    as

    Download full text from publisher

    File URL: http://imsciences.edu.pk/files/journals/vol-3_sep2017/Paper%208.pdf
    Download Restriction: no
    File URL: https://libkey.io/dx.doi.org/10.22547/BER/9.3.8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Namin, Aidin, 2017. "Revisiting customers' perception of service quality in fast food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 70-81.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Liu, Chih-Hsing & Gan, Bernard & Ko, Wen-Hwa & Teng, Chih-Ching, 2022. "Comparison of localized and foreign restaurant brands for consumer behavior prediction," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    2. Konuk, Faruk Anıl, 2021. "The moderating impact of taste award on the interplay between perceived taste, perceived quality and brand trust," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    3. Washington Macías-Rendón & Katia Rodríguez-Morales & Holger Raúl Barriga-Medina, 2021. "COVID-19 lockdown and the satisfaction with online food delivery providers," Estudios Gerenciales, Universidad Icesi, vol. 37(159), pages 200-209, June.
    4. Ratchford, Brian & Gauri, Dinesh K. & Jindal, Rupinder P. & Namin, Aidin, 2023. "Innovations in retail delivery: Current trends and future directions," Journal of Retailing, Elsevier, vol. 99(4), pages 547-562.
    5. Konuk, Faruk Anıl, 2019. "The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 103-110.
    6. Al Hakim, Zeina T. & Sengupta, Sanchayan & Cuny, Caroline, 2020. "Impact of shared history on customers’ service evaluations," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    7. Josefa D. Martín-Santana & Lucía Melián-Alzola, 2022. "The influence of service quality and anticipated emotions on donor loyalty: an empirical analysis in blood centres in Spain," Health Care Management Science, Springer, vol. 25(4), pages 623-648, December.
    8. Lima Nasrin Eni, 2022. "Determinants of Customer Satisfaction at Fast Food Restaurants Located in Kishoreganj District of Bangladesh," International Journal of Science and Business, IJSAB International, vol. 7(1), pages 1-12.
    9. Sara Javed & Md. Salamun Rashidin & Wang Jian, 2021. "Predictors and outcome of customer satisfaction: moderating effect of social trust," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(1), pages 27-48, March.
    10. Lim, Xin-Jean & Cheah, Jun-Hwa & Dwivedi, Yogesh K. & Richard, James E., 2022. "Does retail type matter? Consumer responses to channel integration in omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    11. Poushneh, Atieh, 2021. "Humanizing voice assistant: The impact of voice assistant personality on consumers’ attitudes and behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    12. Sara Javed & Md. Salamun Rashidin & Mingxia Zhu & Zhexiao Xu & Wang Jian & Siming Zuo, 2021. "Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust," SAGE Open, , vol. 11(1), pages 21582440211, March.
    13. Shang-Pin Li, 2024. "Application of the New Importance–Performance Analysis Method to Explore the Strategies of Rural Outdoor Dining Experiences in Taiwan," JRFM, MDPI, vol. 17(5), pages 1-15, May.
    14. Zhe, Lv & Jie, Wu & Yuan, He, 2023. "The effect of place attachment of geographical indication agricultural products on repurchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    15. Sara Javed & Md. Salamun Rashidin & Wang Jian, 2021. "Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility," Future Business Journal, Springer, vol. 7(1), pages 1-18, December.
    16. Lamees Turkey Al-Khawaldeh & Ghazy Ali Al-Badayneh, 2023. "The Impact of Applying Quality Standards on Improving Environmental Tourism Services for Natural Reserves in Southern Jordan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 16(7), pages 119-119, February.
    17. Sandu Siyoto & Albert Ronald Tule, 2019. "Treatment Interest of Badan Penyelenggara Jaminan Sosial (Social Security Organizing Agency) Patients in Balowerti Public Health Center Kediri City," Global Journal of Health Science, Canadian Center of Science and Education, vol. 11(11), pages 149-149, October.
    18. Namin, Aidin & Ratchford, Brian T. & Saint Clair, Julian K. & Bui, My (Myla) & Hamilton, Mitchell L., 2020. "Dine-in or take-out: Modeling millennials’ cooking motivation and choice," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bec:imsber:v:9:y:2017:i:3:p:184-216. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Attaullah Shah (email available below). General contact details of provider: https://edirc.repec.org/data/imspepk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.