Open AccessMeasuring quality of service and its outcomes: an econometric model
Author(s) -
Ali Junaid Khan
Publication year - 2013
Publication title -
jinnah business review
Language(s) - English
Resource type - Journals
eISSN - 2307-7921
pISSN - 2070-0296
DOI - 10.53369/cviy8916
Subject(s) - cronbach's alpha , loyalty , quality (philosophy) , service quality , likert scale , scale (ratio) , customer satisfaction , reliability (semiconductor) , business , econometric model , sample (material) , structural equation modeling , service (business) , marketing , measure (data warehouse) , econometrics , statistics , computer science , economics , mathematics , geography , data mining , philosophy , epistemology , power (physics) , physics , cartography , chemistry , chromatography , quantum mechanics
The Hierarchical Service Quality Model (HSQM), developed by Brady and Cronin (2001) to capture the quality of services sector, was used as base to extend it to evaluate Pakistan's banking sector services' quality and its outcomes in the form of banking sector customers'satisfaction, trust and loyalty. Sample included 240 bank-customers of six different randomly selected banks located in Islamabad-Rawalpindi area. A 5-item Likert scale questionnaire was used which yielded data on customers' responses with good reliability tests measuring Cronbach's alphas ranged from acceptable (0.70s) to good (0.80s) and very good (0.90s) levels. Econometrically modeled HSQM's replication coupled with its extensions aiming at to measure various outcomes like customers' satisfaction, trust and loyalty behaved well and yielded statistically significant results. Based on the results, the HSQM extended econometric model is recommended to measure services quality in other sectors.