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Assessment of banking service quality perception using the SERVPERF model

Author

Listed:
  • Jaime Torres Fragoso

    (Universidad del Istmo, México)

  • Ignacio Luna Espinoza

    (Universidad del Istmo, México)

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.

Suggested Citation

  • Jaime Torres Fragoso & Ignacio Luna Espinoza, 2017. "Assessment of banking service quality perception using the SERVPERF model," Contaduría y Administración, Accounting and Management, vol. 62(4), pages 1294-1316, Octubre-D.
    • Handle: RePEc:nax:conyad:v:62:y:2017:i:4:p:1294-1316
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    File URL: http://www.cya.unam.mx/index.php/cya/article/view/1689/1162
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    References listed on IDEAS

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    1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
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    Cited by:

    1. Elsa Simões & Margarida Saraiva & Gottlieb Basch & António Ramos Pires & Álvaro Rosa & Elisa Chaleta, 2020. "Hybrid Conceptual Model for Assessing Quality, Production and Satisfaction (SQual4Agri), in Agricultural Production Units, in Cape Verde," Sustainability, MDPI, vol. 13(1), pages 1-13, December.
    2. Karen Kaijuan Xu & Kenny Kuanchou Chen & Euisoo Kim & Jerónimo García-Fernández & John Nauright & James J. Zhang, 2021. "Dimensions of Service Quality in Health-Fitness Clubs in China," IJERPH, MDPI, vol. 18(20), pages 1-17, October.
    3. Hanumantha Rao Sama & Long-Sheng Chen & Venkateswarlu Nalluri & Madhavaiah Chendragiri, 2023. "Enhancing service quality of rural public transport during the COVID-19 pandemic: a novel fuzzy approach," Public Transport, Springer, vol. 15(2), pages 479-501, June.
    4. Yi -Chan Chung & Yao-Wen Hsu & Tzu-Yun Hu, 2024. "Research on Online Banking Quality Management Requirements," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 14(5), pages 1-2.
    5. Zaher Abdel Fattah Al-Slehat, 2021. "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," International Business Research, Canadian Center of Science and Education, vol. 14(4), pages 1-58, April.

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    More about this item

    Keywords

    Quality; Banking services; Isthmus of Tehuantepec; SERVPERF;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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