Title

Only available on StudyMode
  • Download(s) : 20
  • Published : December 11, 2012
Open Document
Text Preview
International Journal of Quality & Reliability Management
Emerald Article: Measuring perceived service quality at UAE commercial banks Naceur Jabnoun, Hussein A. Hassan Al-Tamimi

Article information:
To cite this document: Naceur Jabnoun, Hussein A. Hassan Al-Tamimi, (2003),"Measuring perceived service quality at UAE commercial banks", International Journal of Quality & Reliability Management, Vol. 20 Iss: 4 pp. 458 - 472 Permanent link to this document: http://dx.doi.org/10.1108/02656710310468614 Downloaded on: 25-11-2012 References: This document contains references to 41 other documents Citations: This document has been cited by 18 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 3070 times since 2005. *

Users who downloaded this Article also downloaded: *
Naceur Jabnoun, Azaddin Khalifa, (2005),"A customized measure of service quality in the UAE", Managing Service Quality, Vol. 15 Iss: 4 pp. 374 - 388 http://dx.doi.org/10.1108/09604520510606844 Charalambos Spathis, Eugenia Petridou, Niki Glaveli, (2004),"Managing service quality in banks: customers' gender effects", Managing Service Quality, Vol. 14 Iss: 1 pp. 90 - 102 http://dx.doi.org/10.1108/09604520410513695 Riadh Ladhari, Ines Ladhari, Miguel Morales, (2011),"Bank service quality: comparing Canadian and Tunisian customer perceptions", International Journal of Bank Marketing, Vol. 29 Iss: 3 pp. 224 - 246 http://dx.doi.org/10.1108/02652321111117502

Access to this document was granted through an Emerald subscription provided by ASSUMPTION UNIVERSITY OF THAILAND For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com With over forty years' experience, Emerald Group Publishing is a leading independent publisher of global research with impact in business, society, public policy and education. In total, Emerald publishes over 275 journals and more than 130 book series, as well as an extensive range of online products and services. Emerald is both COUNTER 3 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. *Related content and download information correct at time of download.

The Emerald Research Register for this journal is available at http://www.emeraldinsight.com/researchregister

The current issue and full text archive of this journal is available at http://www.emeraldinsight.com/0265-671X.htm

IJQRM 20,4

458
Received April 2002 Revised August 2002

Measuring perceived service quality at UAE commercial banks
Naceur Jabnoun and Hussein A. Hassan Al-Tamimi
College of Business and Management, University of Sharjah, Sharjah, United Arab Emirates Keywords Service quality, Banking, Empirical study, Performance measurement, United Arab Emirates Abstract Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks. The instrument includes thirty items that belong to the five dimensions of SERVQUAL. The developed instrument was tested for reliability and validity and the results indicated that the instrument had only three dimensions. This paper also investigates the difference in significance between the instrument’s dimensions. This is supposed to help managers focus their attention on the service quality dimension that matters most to customers.

International Journal of Quality & Reliability Management Vol. 20 No. 4, 2003 pp. 458-472 q MCB UP Limited 0265-671X DOI 10.1108/02656710310468614

Introduction Customer retention has a...
tracking img