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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Most. Nirufer Yesmin & Saiful Hoque & Md. Alamgir Hossain & Nusrat Jahan & Yuantao Fang & Renhong Wu & Md. Jahangir Alam, 2023. "SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service," Sustainability, MDPI, vol. 15(8), pages 1-15, April.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:8:p:6536-:d:1121731
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    References listed on IDEAS

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    1. Nusrat Jahan & Md. Alamgir Hossain & Yuantao Fang, 2020. "Multiple Mediating Effects on the Quality of and Loyalty to Banking Services," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 10(11), pages 1248-1258.
    2. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    3. Gary Howat & Guy Assaker, 2013. "The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia," Sport Management Review, Taylor & Francis Journals, vol. 16(3), pages 268-284, July.
    4. Aarhaug, Jørgen & Olsen, Silvia, 2018. "Implications of ride-sourcing and self-driving vehicles on the need for regulation in unscheduled passenger transport," Research in Transportation Economics, Elsevier, vol. 69(C), pages 573-582.
    5. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
    6. ECHCHABI Abdelghani, 2012. "Applying Servqual To Banking Services: An Exploratory Study In Morocco," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(1), pages 62-72, April.
    7. Nusrat Jahan & Md. Alamgir Hossain & Yuantao Fang, 2020. "Multiple Mediating Effects on the Quality of and Loyalty to Banking Services," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 10(11), pages 1248-1258, November.
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