SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service

Most. Nirufer Yesmin, Saiful Hoque, Md. Alamgir Hossain, Nusrat Jahan, Yuantao Fang, Renhong Wu () and Md. Jahangir Alam
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Most. Nirufer Yesmin: Department of Management, Hajee Mohammad Danesh Science and Technology University, Dinajpur 5200, Bangladesh
Saiful Hoque: Department of Mass Communication and Journalism, University of Dhaka, Dhaka 1000, Bangladesh
Md. Alamgir Hossain: Department of Management, Hajee Mohammad Danesh Science and Technology University, Dinajpur 5200, Bangladesh
Nusrat Jahan: Department of Management Studies, Rabindra University Bangladesh, Sirajgonj 6770, Bangladesh
Yuantao Fang: Department of Business, Ningbo University of Finance and Economics, Ningbo 315175, China
Renhong Wu: School of Management, Kyung Hee University, Seoul 02447, Republic of Korea
Md. Jahangir Alam: Department of Business Administration, Leading University, Sylhet 3112, Bangladesh

Sustainability, 2023, vol. 15, issue 8, 1-15

Abstract: Purpose—The aim of the study was to visualize the impacts of the service quality dimensions under the SERVQUAL model regarding the relationship quality and behavioral intentions of consumers in the retail banking services of Bangladesh. Design/Methodology/Approach—In this study, a structured questionnaire was used to conduct a survey, and 234 valid data samples were collected for the quantitative analysis. The measurement and structural models were used to explore the hypothesized connections among variables using the structural equation modeling (SEM) approach. Findings—The empirical results of this research indicated that SERVQUAL dimensions (tangibles, reliability, empathy, assurance, and responsiveness) seemed to be highly valued for measuring service quality. The service quality influences the quality of relationships and behavioral intentions. The relationship quality has a significantly positive impact on behavioral intentions and a mediation effect on service quality and behavioral intentions. Originality/Value—The aim of this research was to develop an advanced connection between relationship structural equation models and managerial implications as a reference and an application for the banking industry.

Keywords: SERVQUAL; customer service management; customer satisfaction (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:15:y:2023:i:8:p:6536-:d:1121731

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