Enes Hamzagic

IAE Nice Graduate School of Management, Université Côte d'Azur, France

enes.hamzagic@etu.univ-cotedazur.fr

ORCID 0000-0002-4649-0047

New dimension in the Bank Service Quality (BSQ) measurement scale: An empirical investigation

Nadine Tournois

IAE Nice Graduate School of Management, Université Côte d'Azur, France

nadine.tournois@unice.fr 

Abstract. The managers realize the importance of high service quality and the level of competitiveness which comes with it. The problem of today’s quality assessment scales is in lack of the overall assessment of the service quality specifically designed for the banking sector. Bahia and Nantel (2000) developed Bank Service Quality (BSQ) scale, which is composed of six dimensions, namely: effectiveness and assurance, access, price, tangibles, service portfolio and reliability. The objective of this paper is to extend the BSQ measurement scale to measure dimensions which were not covered in the original. The newly added dimension will measure the quality of e-banking and the quality of mobile e-banking service.  The new extended version of BSQ scale has already been cross-culturally adapted and employed in the banks in Serbia. An empirical study captured customers’ evaluation of the service quality, a total of 201 clients were surveyed. Statistical techniques such as Cronbach’s-alpha, Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) were employed. The findings suggested that the new extended BSQ scale is statistically significant reliable and valid. From the practical perspective, this quality assessment scale could be used for the better assessment and measurement of the overall services quality provided by the banks.

Received: December, 2020

1st Revision: July, 2021

Accepted: November, 2021

DOI: 10.14254/2071-8330.2021/14-4/9

JEL Classification: G20, M14, M16

Keywords: service quality, e-banking, mobile e-banking, Bank Service Quality (BSQ)