A comparison of service quality in the banking industry: Some evidence from Turkish- and Greek-speaking areas in Cyprus

International Journal of Bank Marketing

Volumn 23, Issue 7, 2005, Pages 508-526

  Arasli, Huseyin ^a   Turan Katircioglu, Salih ^b   Mehtap Smadi, Salime ^a  

^a EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

^b EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

Author keywords

Banks; Customer satisfaction; Cyprus; European Union; SERVQUAL

Indexed keywords

EID: 27844459029     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652320510629881     Document Type: Article

References (50)

1. Angur, M.G., Nataraajan, R. and Jaheera, J.S. Jr (1999), “Service quality in the banking industry: an assessment in a developing economy”, International Journal of Bank Marketing, Vol. 13 No. 3, pp. 116-23.
2. Aulakh, P.S. and Kotabe, M. (1993), “An assessment of theoretical and methodological development in international marketing”, Journal of International Marketing, Vol. 1 No. 2, pp. 5-28.
3. Avkiran, N.K. (1994), “Developing an instrument to measure customer service quality in branch banking”, International Journal of Bank Marketing, Vol. 12 No. 6, pp. 10-18.
4. Babakus, E. and Boller, G.W. (1992), “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24 No. 2, pp. 253-68.
5. Beerli, A., Martin, J. and Quintana, A. (2004), “A model of customer loyalty in the retail banking market”, European Journal of Marketing, Vol. 38 Nos 1/2, pp. 253-75.
6. Bolton, R.N. and Drew, J.H. (1991), “A multistage model of customers' assessments of service quality and value”, Journal of Consumer Research, Vol. 17 No. 3, pp. 375-84.
7. Buttle, F. (1996), “SERVQUAL: review, critique, research agenda”, European Journal of Marketing, Vol. 30 No. 1, pp. 8-32.
8. Carman, J. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, pp. 33-55.
9. Caruana, A. (2002), “Service loyalty: the effects of service quality and the mediating role of customer satisfaction”, European Journal of Marketing, Vol. 36 Nos 7/8, pp. 811-28.
10. Catell, R.B. (1966), “The scree test for the number of factors”, Multivariate Behavioral Research, Vol. 1, pp. 245-76.
11. Comrey, A. (1978), “Common methodological problems in factor analyst studies”, Journal of Clinical and Consulting Psychology, Vol. 46 No. 1, pp. 648-59.
12. Cronin, J.J. and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurements of service quality”, Journal of Marketing, Vol. 58 No. 1, pp. 125-31.
13. Fick, G.R. and Ritchie, J.R.B. (1991), “Measuring service quality in the travel and tourism industry”, Journal of Travel Research, Vol. 30 No. 2, pp. 2-9.
14. Goode, M. and Moutinho, L. (1995), “The effects of free banking on overall satisfaction: the use of automated teller machines”, International Journal of Bank Marketing, Vol. 13 No. 4, pp. 168-90.
15. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Englewood Cliffs, NJ.
16. Heskett, J.L., Sasser, W.E. Jr and Schlesinger, L.A. (1997), The Service Profit Chain, Free Press, New York, NY.
17. Katircioglu, S.T. (2000), “The analysis of foreign trade in North Cyprus and its impact on economic growth”, unpublished PhD thesis, Uludag University, Bursa.
18. Kotler, P. and Armstrong, G. (1999), Principles of Marketing, 8th ed., Prentice-Hall, Englewood Cliffs, NJ.
19. Kuznets, S. (1966), Economic Growth of Small Nations: The Modern Economic Growth, Yale University Press, London.
20. Lam, T., Wong, A. and Yeung, S. (1997), “Measuring service quality in clubs: an application of the SERVQUAL instrument”, Journal of Hospitality Marketing, Vol. 4 No. 1, pp. 7-14.
21. Le Blanc, G. and Nguyen, N. (1988), “Customers' perceptions of service quality in financial institutions”, International Journal of Bank Marketing, Vol. 6 No. 4, pp. 7-18.
22. Levin, R.I. and Rubin, D.S. (1994), Statistics for Management, 6th ed., Prentice-Hall International Editions, Englewood Cliffs, NJ.
23. Lewis, B.R. (1991), “Customer care in service organizations”, Management Decision, Vol. 29 No. 1, pp. 31-4.
24. Lim, P.C. and Tang, N.K.H. (2000), “A study of patients' expectations and satisfaction in Singapore hospitals”, International Journal of Health Care Quality Assurance, Vol. 13 No. 7, pp. 290-9.
25. Lockhart, D. (1994), “Tourism in Northern Cyprus: patterns, policies and prospects”, Tourism Management, Vol. 15 No. 5, pp. 370-8.
26. McGorry, S.Y. (2000), “Measurement in a cross-cultural environment: survey translation issues”, Qualitative Market Research: An International Journal, Vol. 3 No. 2, pp. 74-81.
27. Mishkin, F.S. (2001), The Economics of Money, Banking and Financial Markets, 6th ed., Addison-Wesley, Reading, MA.
28. Newman, K. (2001), “Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank”, International Journal of Bank Marketing, Vol. 19 No. 3, pp. 126-39.
29. Newman, K. and Cowling, A. (1996), “Service quality in retail banking: the experience of two British clearing banks”, International Journal of Bank Marketing, Vol. 14 No. 6, pp. 3-11.
30. Oldfield, B.M. and Baron, S. (2000), “Student perceptions of service quality in a UK university business and management faculty”, Quality Assurance in Education, Vol. 8 No. 2, pp. 85-95.
31. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991a), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
32. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991b), “Understanding customer expectations of service”, Sloan Management Review, Vol. 32 No. 1, pp. 39-48.
33. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 5, pp. 41-50.
34. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
35. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”, Journal of Retailing, Vol. 70 No. 3, pp. 201-30.
36. Reichheld, F.F. (1996), “Learning from customer defections”, Harvard Business Review, Vol. 74 No. 2, pp. 56-69.
37. Schlesinger, L.A. and Heskett, J.L. (1991), “Breaking the cycle of failure in services”, Sloan Management Review, Vol. 32 No. 1, pp. 17-28.
38. Smid, S. and Zwart, P. (2002), Financial Services in Cyprus: Study on the Situation of Enterprises, the Industry and the Service Sectors in Turkey, IBM Report: Cyprus and Malta. Annex II of the Contract ETD/00/503332, Reference 0326.02, University of Athens, Athens.
39. Smith, A. (1995), “Measuring service quality: is SERVQUAL now redundant?”, Journal of Marketing Management, Vol. 11 No. 2, pp. 257-76.
40. Spreng, R.A. and MacKoy, R.D. (1996), “An empirical examination of a model of perceived service quality and satisfaction”, Journal of Retailing, Vol. 72 No. 2, pp. 201-14.
41. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2003), “Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis”, International Journal of Bank Marketing, Vol. 21 No. 5, pp. 233-42.
42. United Nations (1978), Demographic Yearbook (ST/ESA/SAT SER.R/7), United Nations Publications, New York, NY, Sales No. E/F 79, XIII, 1.
43. Wang, Y., Lo, H. and Hui, Y.V. (2003), “The antecedents of service quality and product quality and their influences on bank reputation: evidence from banking industry in China”, Managing Service Quality, Vol. 13 No. 1, pp. 72-83.
44. Yavas, U., Bilgin, Z. and Shemwell, D.J. (1997), “Service quality in the banking sector in an emerging economy: a consumer survey”, International Journal of Bank Marketing, Vol. 15 No. 6, pp. 217-23.
45. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), “The nature and determinants of customer expectations of service”, Journal of Academy of Marketing Science, Vol. 21 No. 1, pp. 1-12.
46. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 52 No. 7, pp. 2-22.
47. Zhu, F.X., Wymer, W. Jr and Chen, I. (2002), “IT-based services and service quality consumer banking”, International Journal of Service Industry Management, Vol. 13 No. 1, pp. 69-90.
48. Athanassopoulos, A.D. (1999), “Customer satisfaction cues to support market segmentation and explain switching behavior”, Journal of Business Research, Vol. 47 No. 3, pp. 191-207.
49. Grönroos, C. (1984), “A service quality model and its marketing implications”, European Journal of Marketing, Vol. 18 No. 1, pp. 36-44.
50. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2002), “Determinants of customer- perceived service quality: a confirmatory factor analysis approach”, Journal of Services Marketing, Vol. 16 No. 1, pp. 9-34.