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Macau Periodical Index (澳門期刊論文索引)
- Author
- Lam, Tiffany K P
- Title
- An empirical assessment of the quality of LIB's banking services
- Journal Name
- Euro Asia Journal of Management
- Pub. Info
- Jan. 2000, No.19, pp. 23-46
- Abstract
- Paragraph Headings: 1. General introduction 2. Research objective 3. Scope of study 4. Concept of service quality 4.1. Perception of service quality 4.2. Dimensionality of service quality 4.3. Distinctive aspects of quality banking services 4.3.1. Reliability 4.3.2. The taste of human touch: process dimensions 4.3.3. Tangibles 5. Methodology 5.1. Principal component analysis 5.2. Service quality: measured as weighted SERVQUAL scores 6. Results 6.1. Profiles of the subjects 6.2. Dimensions identified in the survey 6.2.1. Reliability and tangibles 6.2.2. Assurance 6.2.3. Empathy 6.2.4. Responsiveness 7. Between-group comparisons 7.1. Individual customers vs business customers 7.2. Age groups 7.3. Income groups 8. SERVQUAL assessment of lib's service quality 8.1. SERVQUAL score= perception- expectations 8.2. Relative importance of the five generic service service dimensions 9. Implications Tables: 1. Composition of the entire customer sample 2. Some descriptive information of the subject 3. Nature of transaction between customers and lib 4. Items making up the six service dimensions 5. A comparison of the distribution of the items under dimensions extracted in lib's customer sample with that of the original study 6. A comparison of mean perceptions between LIB's individual customers and business customers in terms of the six service dimensions 7. ANOVA table for testing different age groups in terms of the six service dimensions 8. T-test results for comparing mean differences between two income groups in terms of the six service dimensions 9. Mean gap scores of the six service dimensions and the weighted overall SERVQUAL score Figures: 1. Bar chart for each dimension scores and weighted overall gap score 2. Allocation of 100 points according to importance of each service dimension in the LIB case 3. Allocation of 100 points according to importance of each service dimension in the original study