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Towards a generic model of service quality for transactional, contractual, and relational service exchange in retail banking.

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

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_318335
Date January 1995
ContributorsChow, Cyril C. K., Chinese University of Hong Kong Graduate School. Division of Marketing and International Business.
PublisherChinese University of Hong Kong
Source SetsThe Chinese University of Hong Kong
LanguageEnglish
Detected LanguageEnglish
TypeText, bibliography
Formatprint, xi, 184 leaves, [3] leaves of folded plates : ill. ; 30 cm.
CoverageChina, Hong Kong, China, Hong Kong, China, Hong Kong
RightsUse 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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