Revision and Validation of Retail Service Quality Scale in Branchless Banking

Tehreem Ali (), Rauf I Azam and Ahmed Imran Hunjra
Additional contact information
Tehreem Ali: UIMS-PMAS-Arid Agriculture University Rawalpindi
Rauf I Azam: University of Education, Lahore
Ahmed Imran Hunjra: UIMS-PMAS-Arid Agriculture University Rawalpindi

Business & Economic Review, 2017, vol. 9, issue 3, 184-216

Abstract: The objective of the study is to check the validity and reliability of the instrument that is a significant modification of Retail Service Quality Scale (RSQS) and has been adapted for measuring service quality in branchless banking sector of Pakistan. Sample was chosen on the basis of purposive sampling. Primary data were collected through structured questionnaire. A total of 350 respondents from Islamabad and Rawalpindi participated in the study. Exploratory Factor Analysis (EFA) was first applied in order to suggest the dimensions of modified version of the instrument; then confirmatory factor analysis (CFA) based on maximum likelihood method was applied to check the validity and reliability of adapted items in the instrument. The results of EFA supplied the number of factors to be used in the study and CFA show model fitness. However, this study is limited to the extent of instrument development and testing using a small sample size so future research may be extended with large sample size for generalization.

Keywords: Retail Service Quality Scale (RSQS); branchless banking; customer satisfaction; measurement of service quality; customer lifetime value (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://imsciences.edu.pk/files/journals/vol-3_sep2017/Paper%208.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bec:imsber:v:9:y:2017:i:3:p:184-216

DOI: 10.22547/BER/9.3.8

Access Statistics for this article

More articles in Business & Economic Review from Institute of Management Sciences, Peshawar, Pakistan Institute of Management Sciences 1-A, Sector E-5, Phase VII, Hayatabad, Peshawar- Pakistan. Contact information at EDIRC.
Bibliographic data for series maintained by Dr. Attaullah Shah ().