Emerald Article: Measuring perceived service quality at UAE commercial banks Naceur Jabnoun, Hussein A. Hassan Al-Tamimi
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: firstname.lastname@example.org This document has been downloaded 3070 times since 2005. *
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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...