IDEAS home Printed from
MyIDEAS: Log in (now much improved!) to save this article

Identifying And Validating Dimensions Of Service Quality For The Banking Industry In Malaysia

Listed author(s):
  • Firdaus Abdullah


  • Jasmine Vivienne Andrew
  • Voon Boo Ho

    (Universiti Teknologi MARA)

Registered author(s):

    Excellent service quality is crucial to business survival in the present banking environment in order to gain competitive advantage and corporate profitability. Thus, it is essential to analyze the means of measuring and evaluating service quality provided by banking institutions as they adjust to the dynamic changes in the banking environment. Previous studies have produced scales that bear a resemblance to generic measures of service quality, which may not be totally adequate in assessing the perceived quality in the banking sector. This study aims to identify and validate the dimensions of service quality within the banking sector in Malaysia from the customers’ perspective. A proposed 29-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis. A factorial analysis suggests that service quality has three dimensions namely ‘Systemization of service delivery’, ‘Reliable Communication’ and ‘Responsiveness’. A subsequent multiple regression analysis revealed that ‘Systemization’ is the most important service quality dimension within the banking sector

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: no

    File URL:
    Download Restriction: no

    Article provided by Global Research Agency in its journal Journal of Global Business and Economics.

    Volume (Year): 1 (2010)
    Issue (Month): 1 (July)
    Pages: 79-98

    in new window

    Handle: RePEc:grg:01biss:v:1:y:2010:i:1:p:79-98
    Contact details of provider: Web page:

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:grg:01biss:v:1:y:2010:i:1:p:79-98. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (editor)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.