by Cyril Chi-kin Chow. / Thesis (Ph.D.)--Chinese University of Hong Kong, 1995. / Includes bibliographical (leaves 165-184). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.vii / LIST OF TABLES --- p.viii / ACKNOWLEDGEMENTS --- p.x / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / The Retail Banking Industry --- p.1 / Retail Banking in Hong Kong --- p.4 / The Present Research Focus --- p.8 / Significance of Research --- p.9 / Organization of Thesis --- p.10 / Chapter II. --- REVIEW OF LITERATURE --- p.11 / Literature on Service Marketing --- p.11 / Services as Activities --- p.12 / Services as Experiences --- p.13 / Services As Molecular Marketing Entities --- p.13 / Services As Processes --- p.14 / Services As Systems --- p.15 / Service Classification --- p.17 / Literature on Quality and Service Quality --- p.19 / Definition of Quality --- p.19 / Approach to Quality Management --- p.21 / Perceived Service Quality --- p.25 / Service Quality Gap Theory ´Ø --- p.26 / Issues in Service Quality Measurement --- p.33 / Literature on Satisfaction / Dissatisfaction --- p.39 / Expectancy Disconfirmation Theory --- p.40 / Attribution Theory --- p.42 / Equity Theory --- p.43 / Dyadic Role Expectation Theory --- p.44 / Catastrophe Theory --- p.44 / Service Quality - Satisfaction Link --- p.48 / "Transactional, Contractual, and Relational Service Exchanges ´Ø" --- p.51 / Transactional Exchange --- p.54 / Relational Exchange --- p.54 / Contractual Exchange --- p.56 / Chapter III. --- TOWARD A GENERIC MODEL OF SERVICE QUALITY --- p.60 / Service Quality Dimensions --- p.60 / Product Quality --- p.62 / Service Recovery Quality --- p.64 / Social and Structural Relationship Quality --- p.66 / Service Quality Measures --- p.67 / Service Adequacy --- p.67 / Service Superiority --- p.68 / Degree of Tolerance --- p.68 / Generic Service Quality Model --- p.70 / Dimensionality --- p.70 / Perceived Quality Importance --- p.71 / Service Satisfaction / Dissatisfaction --- p.74 / Comparison of the Generic Model and PZB Model --- p.74 / Chapter IV. --- RESEARCH METHODOLOGY --- p.77 / Research Design --- p.77 / Focus Group Research --- p.79 / Pretest --- p.82 / Sampling --- p.82 / Operationalization of Measures --- p.83 / Forms of Service Exchange --- p.79 / Service Quality --- p.86 / Satisfaction --- p.87 / Dissatisfaction --- p.87 / Loyalty and Switching Intent --- p.87 / Importance of Quality Dimensions --- p.87 / Survey Response --- p.88 / Response Rate --- p.88 / Respondent Characteristics --- p.89 / Service Exchange Respondent Grouping --- p.90 / Reliability of Measures --- p.91 / Validity of Measures --- p.92 / Convergent and Discriminant Validity --- p.92 / Concurrent and Predictive Validity --- p.94 / Chapter V. --- RESULTS --- p.96 / Generic Service Quality Model --- p.96 / Dimensionality --- p.96 / Noticeable Differences in Service Quality Dimensions --- p.98 / Perceived Quality Importance --- p.100 / Service Satisfaction --- p.102 / Service Dissatisfaction --- p.104 / Model Comparison --- p.106 / Explanatory and Predictive Power --- p.107 / Adequacy of Explanation --- p.108 / Domain of Application --- p.108 / Chapter VI --- SUMMARY AND CONCLUSIONS --- p.110 / Objectives and Focus of the Research --- p.110 / Operationalization of Constructs --- p.112 / Reliability of Research Instruments --- p.114 / Validity of Research Instruments --- p.115 / Response Rate and Sample Representativeness --- p.116 / Summary and Interpretation of Findings --- p.116 / Significance of the Research Contribution --- p.119 / Contribution to Theory --- p.119 / Contribution to Practice --- p.122 / Contribution to Methodology --- p.124 / Evaluation of Theory from the Philosophy of Science --- p.126 / Directions For Future Research --- p.128 / Better Construct Measurement --- p.128 / Better Data Collection Methodology --- p.129 / Causal Experimental Design --- p.130 / Replication Study Required --- p.130 / Limitations --- p.131 / EXHIBITS / Exhibit 1 All Users' SERVQUAL MSS Factor Structure --- p.132 / Exhibit 2 All Users' Generic Service Quality Model MSS Factor Structure --- p.133 / Exhibit 3 Transactional Users' MSA Structure --- p.134 / Exhibit 4 Transactional Users' MSS Structure --- p.135 / Exhibit 5 Contractual Users' MSA Factor Structure --- p.136 / Exhibit 6 Contractual Users' MSS Factor Structure --- p.137 / Exhibit 7 Relational Users' MSA Factor Structure --- p.138 / Exhibit 8 Relational Users' MSS Factor Structure --- p.139 / APPENDICES / Appendix I Measures --- p.140 / Appendix II Respondent Characteristics --- p.144 / Appendix III Results of One Way Analysis of Variances --- p.145 / III-A Minimum Service Expectations --- p.145 / III-B Desirable Service Expectations --- p.146 / III-C Measures of Service Adequacy (MSA) --- p.147 / III-D Measures of Service Superiority (MSS) --- p.148 / III-E Measures of Tolerance Range --- p.149 / III-F Perceived Service Quality Dimension Weights --- p.150 / III-G Behavioural Intent and Behaviour --- p.151 / Appendix IV Research Covering Letter --- p.152 / Appendix V Questionnaire One (3-Column Format) --- p.153 / Appendix VI Questionnaire Two (2-Column Format) --- p.159 / BIBLIOGRAPHY --- p.165 / CURRICULUM --- p.183
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_318335 |
| Date | January 1995 |
| Contributors | Chow, Cyril C. K., Chinese University of Hong Kong Graduate School. Division of Marketing and International Business. |
| Publisher | Chinese University of Hong Kong |
| Source Sets | The Chinese University of Hong Kong |
| Language | English |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, xi, 184 leaves, [3] leaves of folded plates : ill. ; 30 cm. |
| Coverage | China, Hong Kong, China, Hong Kong, China, Hong Kong |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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