Revision and Validation of Retail Service Quality Scale in Branchless Banking

Business & Economic Review: Vol. 9, No.3 2017 pp. 1-30

30 Pages Posted: 23 Aug 2018

See all articles by Tehreem Ali

Tehreem Ali

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi, Students

Rauf I. Azam

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS)

Ahmed Imran Hunjra

International University of Rabat - Rabat Business School; Ghazi University, Dera Ghazi Khan ; Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS); University of Waikato

Date Written: 2017

Abstract

The objective of the study is to check the validity and reliability of the instrument that is a significant modification of Retail Service Quality Scale (RSQS) and has been adapted for measuring service quality in branchless banking sector of Pakistan. Sample was chosen on the basis of purposive sampling. Primary data were collected through structured questionnaire. A total of 350 respondents from Islamabad and Rawalpindi participated in the study. Exploratory Factor Analysis (EFA) was first applied in order to suggest the dimensions of modified version of the instrument; then confirmatory factor analysis (CFA) based on maximum likelihood method was applied to check the validity and reliability of adapted items in the instrument. The results of EFA supplied the number of factors to be used in the study and CFA show model fitness. However, this study is limited to the extent of instrument development and testing using a small sample size so future research may be extended with large sample size for generalization.

Keywords: Retail Service Quality Scale (RSQS), Branchless Banking, Customer Satisfaction, Measurement of Service Quality, Customer Lifetime Value

Suggested Citation

Ali, Tehreem and Azam, Rauf I. and Hunjra, Ahmed Imran, Revision and Validation of Retail Service Quality Scale in Branchless Banking (2017). Business & Economic Review: Vol. 9, No.3 2017 pp. 1-30, Available at SSRN: https://ssrn.com/abstract=3229750

Tehreem Ali

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi, Students ( email )

Pakistan

Rauf I. Azam

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS) ( email )

Muree Road Rawalpindi
Shamsabad, Punjab 44000
Pakistan

Ahmed Imran Hunjra (Contact Author)

International University of Rabat - Rabat Business School ( email )

Technopolis Rabat-Shore Rocade Rabat-Salé
Rabat, 11103
Morocco

Ghazi University, Dera Ghazi Khan ( email )

Airport road D G Khan
Dera Ghazi Khan
Pakistan

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS) ( email )

Muree Road Rawalpindi
Shamsabad, Punjab 44000
Pakistan
00923457162527 (Phone)

University of Waikato ( email )

Te Raupapa
Private Bag 3105
Hamilton, 3240
New Zealand

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