A design of a valid and reliable service quality measurement tool for manual cash withdrawal and deposit activities of Philippine commercial banks

• Main Authors: Aquino, Katrina Valerie H., Chua, Chryzel Erika S., Meliton, Margareth Camille V.
• Format: text
• Language: English
• Published: Animo Repository 2009
• Subjects: Customer services > Management; Customer services > Quality control; Customer services > Evaluation; Banks and banking > Philippines; Engineering
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/6868
• Institution: De La Salle University

Parasuraman et al. (1988) has introduced a service quality measurement tool as a useful starting point for assessing and improving service quality. However, as noted by the developers themselves, SERVQUAL does not provide the final answer. Furthermore, the reliability and validity of the SERVQUAL in...