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Empirical Assessment and Application of SERVQUAL Evidence from UAE Banks

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  • Mansour Lotayif

Abstract

The current research aims at identifying the causality relationships between SERVQUAL dimensions i.e. tangibility, reliability, responsiveness, assurance, and empathy and demographics i.e. gender, age, income, education, and occupation. The reliability and validity of Parasuraman’s instrument were tested in a developing nation i.e. UAE. Moreover, quality of banking services will be assessed in UAE. The experiences of 537 customers were utilized to achieve these objectives. Throughout Multiple Regression in SPSS package, significant relationships between each SERVQUAL dimension and demographics were supported. However, the explanation powers of these models are still weak. Throughout WSRT, baking services’ quality still lags behind the expectations of UAE inhabitants.

Suggested Citation

  • Mansour Lotayif, 2017. "Empirical Assessment and Application of SERVQUAL Evidence from UAE Banks," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(4), pages 197-197, March.
    • Handle: RePEc:ibn:ijbmjn:v:12:y:2017:i:4:p:197
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    References listed on IDEAS

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    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    2. Oecd, 2002. "Access for Business," OECD Digital Economy Papers 67, OECD Publishing.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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