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Journal articles on the topic 'Service quality'

Author: Grafiati

Published: 4 June 2021

Last updated: 10 March 2023

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1

Akkucuk, Ulas, and Behcet Teuman. "Assessing service quality in online banking services." Problems and Perspectives in Management 14, no. 2 (June 6, 2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.

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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is also proposed suitable for the online banking sector

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2

Raval, Tulsi. "A Perspective on Service Quality and Closing Service Quality Gaps." Paripex - Indian Journal Of Research 3, no. 8 (January 15, 2012): 83–85. http://dx.doi.org/10.15373/22501991/august2014/25.

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3

Desai, Swati Bhavik. "Service Quality Servqual." Journal of Advances and Scholarly Researches in Allied Education 15, no. 6 (July 5, 2018): 169–73. http://dx.doi.org/10.29070/15/57744.

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4

Yadav, Ambar, and Arti Singh. "Quality of Service in Real Time Services in Wireless Systems." International Journal of Engineering Research 3, no. 5 (May 1, 2014): 360–64. http://dx.doi.org/10.17950/ijer/v3s5/517.

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Dr.P.BABY, Dr P. BABY. "Passengers’ Expectation on Service Quality Dimensions in Domestic Airline Services." Global Journal For Research Analysis 3, no. 6 (June 15, 2012): 1–3. http://dx.doi.org/10.15373/22778160/june2014/80.

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6

Ilhaamie, A. G. A. "Service Quality in Malaysian Public Service: Some Findings." International Journal of Trade, Economics and Finance 1, no. 1 (2010): 40–45. http://dx.doi.org/10.7763/ijtef.2010.v1.8.

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7

Jayasuriya, Rohan. "Measuring service quality in IT services: Using service encounters to elicit quality dimensions." Services Marketing Quarterly 18, no. 1 (1998): 11–23. http://dx.doi.org/10.1080/15332969.1998.9985334.

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8

Chaudhary, Kuldeep. "Service Quality Expectation and Perception in Life Insurance Services: A Marketer’s Viewpoint." Journal of Advances and Scholarly Researches in Allied Education 15, no. 4 (June 1, 2018): 193–99. http://dx.doi.org/10.29070/15/57413.

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9

Hasan, Mahamudul, and Md Zakir Hosen. "University Service Quality." International Journal of Asian Education 1, no. 3 (December 1, 2020): 135–46. http://dx.doi.org/10.46966/ijae.v1i3.46.

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The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performance on service quality dimensions of selected public universities is not satisfactory. The study results have shown that Teaching, Support services, Library and lab facilities, and internationalization significantly influence student satisfaction except for Administrative service and Hostel facilities. Teaching, Administrative Services, Library and lab facilities, and internationalization significantly influence student Loyalty. The mediating analysis has shown that student satisfaction partially mediates between service quality and student loyalty. The study results have also indicated that university reputation and external prestige partially mediate between service quality and student satisfaction and loyalty. The previous studies which measure service quality of Bangladeshi higher educational institutions have applied the SERVQUAL model, which is not suitable for an educational institution. However, this study has applied a higher education service quality model uniquely developed to measure higher educational institutions' service quality.

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Данилина, Елена, Elena Danilina, Екатерина Яковлева, Ekaterina Yakovleva, Татьяна Бутова, Tatyana Butova, Алексей Белобородов, and Aleksey Beloborodov. "Service and quality of medical services." Services in Russia and abroad 8, no. 8 (December 15, 2014): 3–12. http://dx.doi.org/10.12737/8242.

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The article defines the scientific and terminological problems of researching services in the field of services, the basic problems of the evaluation of services in health care organizations. On the basis of a systematic approach to the category of quality of medical services the article investigates patient satisfaction with the perceived quality of service, shows the role of consumer expectations in the evaluation of the perceived quality of services and finds that the requirements for the service in medical institutions are underestimated. On the basis of studies the authors identify behaviors of consumers of budgetary medical services organizations, develop a model of consumer activities, which differs from the existing ones that along with the economic component the model is complemented with communication components. The approbation of the authors´ model for health care services shows a characteristic pattern of consumer activity of budgetary organizations. The article highlights the factors of subjective judgment of health care consumers in assessing perceived quality. Based on the study of patient satisfaction the authors develop a hierarchical model of the perceived quality of health services, as well as the place of services defined in the model.

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11

Jayasuriya, Rohan. "Measuring Service Quality in IT Services." Journal of Professional Services Marketing 18, no. 1 (February 18, 1999): 11–23. http://dx.doi.org/10.1300/j090v18n01_02.

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12

Tsitskari, E., D. Tsiotras, and G. Tsiotras. "Measuring service quality in sport services." Total Quality Management & Business Excellence 17, no. 5 (June 2006): 623–31. http://dx.doi.org/10.1080/14783360600588190.

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13

Ganguli, Shirshendu, and Sanjit Kumar Roy. "Service quality dimensions of hybrid services." Managing Service Quality: An International Journal 20, no. 5 (September 7, 2010): 404–24. http://dx.doi.org/10.1108/09604521011073713.

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14

Hossain, Shipan, MD Yusuf Hossein Khan, and Nikola Naumov. "Service quality and online banking services." International journal of multidisciplinarity in business and science 8, no. 13 (December 23, 2022): 5–16. http://dx.doi.org/10.56321/ijmbs.8.13.5.

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Online banking allows a user to conduct financial transactions via the Internet. Online banking is also known as Internet banking or web banking. Online banking offers customers almost every service traditionally available through a local branch including deposits, transfers, and online bill payments. The goal of this research was to analyze the international tourists’ satisfaction with online banking services in the contexts of Bangladesh. The paper explores tourists’ satisfaction with efficient dimensions, responsiveness dimensions, system available dimensions, privacy dimensions, fulfillment dimensions, compensation dimensions, and contact dimensions. The data were gathered from a sample of 176 international visitors to Bangladesh by utilizing a purposive sampling method and adopting a survey method comprised of a web-based structured questionnaire. The findings of the research suggest that efficient dimensions, system availability dimensions, privacy dimensions, and fulfillment dimensions are the most essential aspects which significantly affect international tourists’ satisfaction with online banking services. The study also reports that responsiveness dimensions, compensation dimensions, and contact dimensions do not play an important role in international tourists’ satisfaction. It has implications for bank service marketers regarding the effective design of service marketing strategy for international tourists’ satisfaction in the contexts of online banking service in Bangladesh.

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15

Kumalasari, R. Amalina Dewi, Kartika Indah Permanasari, Magdalena Karismariyanti, and Dadang Munandar. "Mobile Banking: System Quality, Information Quality, Service Quality, Customer Satisfaction and Loyalty." Jurnal Ad'ministrare 9, no. 1 (June 5, 2022): 141. http://dx.doi.org/10.26858/ja.v9i1.33951.

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The tight competition in the banking industry in the digital era encourages the digital transformation of the banking industry to remain competitive. This condition further widens the opportunities for banks to enter the digital banking business. On the other hand, other banks maintain the existing ecosystem by continuing to provide online services. Online services can be a choice of consumers to facilitate transactions. Quality information systems and services improve the consumer experience of using service technology. The successful implementation of service technology can be seen from user satisfaction, which leads to user's intention to continue to use service technology and ultimately recommend it to others. This study aims to evaluate the satisfaction of the mobile banking consumer experience using the information system success model. In this study, 176 respondents were collected from Bank Mandiri mobile banking users. Findings based on multiple regression analysis show that system quality, information quality, and service quality have a significant influence on customer satisfaction, which in turn affects loyalty. Achievement of consumer satisfaction and loyalty to mobile banking services, can be done by improving system quality, information quality, and service quality. and service quality has a significant influence on customer satisfaction, which in turn affects loyalty.

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16

라준영. "Analyzing service quality and relationship quality in public services." Journal of Korea Service Management Society 11, no. 3 (September 2010): 267–89. http://dx.doi.org/10.15706/jksms.2010.11.3.012.

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17

Seda Otieno, Protus, and Krishna Govender. "Managing airport service quality – the impact of self-service technologies." Investment Management and Financial Innovations 13, no. 3 (October 10, 2016): 387–93. http://dx.doi.org/10.21511/imfi.13(3-2).2016.11.

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The impact of self-service technologies on service quality at a major international airport in South Africa, was determined using an adapted SERVQUAL instrument, which focused on Reliability, Convenience, Ease of Use and fulfillment, by developing and testing three hypotheses, which postulated relationships between the aforementioned. The data from a systematic random sample of 318 passengers collected during peak hours at the international departures terminals was analyzed using inferential statistics, confirmed that there is an association between convenience and fulfilment; between ease of use and fulfilment, and between reliability and fulfilment, although some relationships were not very strong. SSTs have addressed the long queues at the airport and improved passenger service experience. The findings must, however, be interpreted with caution as there are inherent limitations and opportunities for further research. Keywords: service experience, self-service, technology, airport service. JEL Classification: M31

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18

El-Gamal, Sarah, Rasha Abd El Aziz, and Mohamed Farouk Abouelseoud. "E-Government Service Quality." International Journal of Electronic Government Research 18, no. 1 (January 2022): 1–21. http://dx.doi.org/10.4018/ijegr.288072.

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This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between E-Service Quality dimensions and Customer Satisfaction. Finally, Consistency partially mediates the relationship between E-Service Quality dimensions and Customer Satisfaction.

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19

Gyimóthy, Szilvia. "Service Quality." Journal of Quality Assurance in Hospitality & Tourism 1, no. 2 (June 2000): 31–57. http://dx.doi.org/10.1300/j162v01n02_03.

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20

Lewis, Barbara R., Jayne Orledge, and Vincent‐Wayne Mitchell. "Service Quality:." International Journal of Bank Marketing 12, no. 4 (June 1994): 3–12. http://dx.doi.org/10.1108/02652329410057978.

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21

Ghobadian, Abby, Simon Speller, and Matthew Jones. "Service Quality." International Journal of Quality & Reliability Management 11, no. 9 (December 1994): 43–66. http://dx.doi.org/10.1108/02656719410074297.

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22

Kreck, Lothar A. "Service Quality." Journal of International Hospitality, Leisure & Tourism Management 1, no. 4 (March 5, 1999): 63–77. http://dx.doi.org/10.1300/j268v01n04_06.

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23

Owen, Suzanne. "Quality service." Manufacturing Engineer 71, no. 5 (1992): 8. http://dx.doi.org/10.1049/me:19920078.

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24

W., G. "Service Quality." Cornell Hotel and Restaurant Administration Quarterly 37, no. 1 (February 1996): 12. http://dx.doi.org/10.1177/001088049603700103.

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25

Genestre, Alain, and Paul Herbig. "Service Quality." Journal of Customer Service in Marketing & Management 3, no. 3 (March 26, 1997): 65–83. http://dx.doi.org/10.1300/j127v03n03_06.

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26

Hung, Y. H., M. L. Huang, and K. S. Chen. "Service quality evaluation by service quality performance matrix." Total Quality Management & Business Excellence 14, no. 1 (January 2003): 79–89. http://dx.doi.org/10.1080/14783360309706.

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27

Pradhan, Bibhuti B. "An Assessment of Satisfaction in Measuring Service Quality in On-Demand Ride Services." Journal of Advanced Research in Dynamical and Control Systems 11, no. 10-SPECIAL ISSUE (October 25, 2019): 424–28. http://dx.doi.org/10.5373/jardcs/v11sp10/20192825.

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28

Pandit, Richa, and Dr Ram Kumar Balyan. "Measuring Service Quality in Retail Banking." Indian Journal of Applied Research 3, no. 8 (October 1, 2011): 380–81. http://dx.doi.org/10.15373/2249555x/aug2013/124.

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29

Serek, Radomir. "Service Quality and Process Maturity Assessment." Journal of Competitiveness 5, no. 4 (December 31, 2013): 43–56. http://dx.doi.org/10.7441/joc.2013.04.03.

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30

Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z, and Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries." International Journal Of Innovation And Economic Development 1, no. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.

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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.

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31

Govender, K. K. "Customers' perception of bank service quality: The importance of employee service quality." South African Journal of Economic and Management Sciences 2, no. 1 (March 31, 1999): 115–27. http://dx.doi.org/10.4102/sajems.v2i1.2569.

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In financial services marketing, especially among banks, there is limited opportunity to impress the customer because services are becoming more automated. This paper reports the findings of a mail survey using self-administered questionnaires, conducted among a random sample of 1050 bank customers. From a usable sample of 190 respondents, it was found that the customers' perception of the overall service quality [SQUAL] is positively associated with their perception of the bank employees' service quality [EQUAL]. This implies that service firm managers need to understand what kind of employee behaviour most effectively serves to satisfy customers, and also discover ways to foster such behaviour by their customer contact employees. An agenda for future research is proposed.

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32

Al-Otaibi, Saad Aziz. "Organisational Culture and Service Quality among Service Institutions in Saudi Arabia." Journal of Advanced Research in Dynamical and Control Systems 12, SP7 (July 25, 2020): 2847–56. http://dx.doi.org/10.5373/jardcs/v12sp7/20202426.

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33

Luk, Sherriff T. K., and Roger Layton. "Service Skills and Service Quality." Journal of Human Resources in Hospitality & Tourism 3, no. 2 (January 11, 2005): 33–60. http://dx.doi.org/10.1300/j171v03n02_02.

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34

Schneider, Benjamin, Beth Chung, and Kenneth P. Yusko. "Service Climate for Service Quality." Current Directions in Psychological Science 2, no. 6 (December 1993): 197–200. http://dx.doi.org/10.1111/1467-8721.ep10769774.

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35

Katelo, Iveta, Irēna Kokina, and Vitālijs Raščevskis. "SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA." SOCIETY. INTEGRATION. EDUCATION. Proceedings of the International Scientific Conference 6 (May 28, 2021): 293–311. http://dx.doi.org/10.17770/sie2021vol6.6282.

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Improvement of quality of public services is one of the important goals in the advancement of the operation of state / public administration in Latvia. The aim of the research was to evaluate the quality of customer service in the institutions of public administration in Latvia, to perform the factor analysis of the collected data.The research was based on the selection of customers of public services, in total of 292 people in Riga and in Latvian regional centres in 2017-2018. The research was conducted in public institutions of Latvian regions that provide social assistance (SSIA – the State Social Insurance Agency), offer employment promotion services (SEA – the State Employment Agency); realize tax policy in the state (SRS – the State Revenue Service), implement the state environmental protection policy (MEPRD – Ministry of Environment Protection and Regional Development); provide legal aid services (DC – Daugavpils Court). The quality of services provided to the clients of corresponding institutions was evaluated. For the data collection, the service quality assessment model – the SERVQUAL instrument (Parasuraman et al., 1988) was used, as well as the analysis of the research data factors was carried out.The service quality assessment revealed that the performance of public service organizations in Latvia does not meet the customers’ expectations. The evaluation of service quality provided by public authorities, as well as their regular monitoring would improve the quality of services provided.

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36

Prioni, Paola, and David Hensher. "Measuring Service Quality in Scheduled Bus Services." Journal of Public Transportation 3, no. 2 (March 2001): 51–74. http://dx.doi.org/10.5038/2375-0901.3.2.4.

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37

Chuang, Yi-Fei, Shiuh-Nan Hwang, Jehn-Yih Wong, and Chia-Huei Ho. "Important Service Quality of Tourist Retail Services." Journal of Quality Assurance in Hospitality & Tourism 18, no. 3 (August 11, 2016): 379–85. http://dx.doi.org/10.1080/1528008x.2016.1213688.

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38

Lewis, Barbara R. "Service Quality: Recent Developments in Financial Services." International Journal of Bank Marketing 11, no. 6 (June 1993): 19–25. http://dx.doi.org/10.1108/02652329310045729.

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39

Bell, Louise. "Developing service quality in mental health services." International Journal of Health Care Quality Assurance 17, no. 7 (December 2004): 401–6. http://dx.doi.org/10.1108/09526860410563212.

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40

Sheppard, Lorraine. "Service Quality Indicators in Physical Therapy Services." Services Marketing Quarterly 25, no. 1 (September 2003): 33–46. http://dx.doi.org/10.1300/j396v25n01_03.

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41

Yang, Hua, and Nigel Coates. "Internal marketing: service quality in leisure services." Marketing Intelligence & Planning 28, no. 6 (September 21, 2010): 754–69. http://dx.doi.org/10.1108/02634501011078147.

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42

Marja Rasila, Heidi, and Nils Florian Gersberg. "Service quality in outsourced facility maintenance services." Journal of Corporate Real Estate 9, no. 1 (February 6, 2007): 39–49. http://dx.doi.org/10.1108/14630010710742473.

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43

Bradshaw, Jill. "Improving Service Quality through Linked Services Development." Tizard Learning Disability Review 6, no. 4 (October 2001): 12–18. http://dx.doi.org/10.1108/13595474200100034.

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44

Lee, Hyun-Joo, and Kiseol Yang. "Interpersonal service quality, self-service technology (SST) service quality, and retail patronage." Journal of Retailing and Consumer Services 20, no. 1 (January 2013): 51–57. http://dx.doi.org/10.1016/j.jretconser.2012.10.005.

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45

Gudlaugsson, Thorhallur, and Fridrik Eysteinsson. "PRIORITIZING SERVICE QUALITY IMPROVEMENT INITIATIVES FOLLOWING SERVICE QUALITY MEASUREMENTS." Journal of International Business and Economics 13, no. 3 (October 1, 2013): 59–66. http://dx.doi.org/10.18374/jibe-13-3.8.

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46

Tominc, dr Polona, and Richa Pandit. "Study of The Impact of Service Quality on Consumer Behavior in Internet Banking Services." Paripex - Indian Journal Of Research 3, no. 1 (January 15, 2012): 131–33. http://dx.doi.org/10.15373/22501991/jan2014/40.

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47

Ghobadian, A., and A. J. Terry. "How Alitalia improves service quality through quality function deployment." Managing Service Quality: An International Journal 5, no. 5 (October 1, 1995): 31–35. http://dx.doi.org/10.1108/09604529510100459.

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In today’s competitive markets “quality” is a business imperative rather than a luxury. Increasingly in many markets “quality” is the price of entry and in others a major source of competitive advantage. The ability to design a “services package” that consistently meets the customers’ requirements is an important element of a successful quality improvement strategy. The inherent nature of “service package” complicates the design problems. Quality function deployment (QFD) is a systematic technique for designing products or services that are based on customers’ requirements. QFD, although traditionally associated with the design of physical products, is equally applicable to service design. Examines how Alitalia’s experience suggests that the use of QFD techniques allows the development of a service package which effectively meets the key customers’ requirements. Presents recommendations and a framework for the specific use of QFD by service organizations, which if utilized should secure competitive advantage.

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48

Hidayah, Riski Taufik, Muhammad Dzil Fadhli Tauwli, and Nugraha Saefudin. "The Effects of Mobile Service Quality and E-Recovery Service Quality on E-Satisfaction in Bukalapak Application Users." International Journal of Psychosocial Rehabilitation 24, no. 02 (February 12, 2020): 3087–92. http://dx.doi.org/10.37200/ijpr/v24i2/pr200613.

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49

Daaji, Marwa, Ali Ouni, Mohamed Mohsen Gammoudi, Salah Bouktif, and Mohamed Wiem Mkaouer. "Multi-criteria Web Services Selection: Balancing the Quality of Design and Quality of Service." ACM Transactions on Internet Technology 22, no. 1 (February 28, 2022): 1–31. http://dx.doi.org/10.1145/3446388.

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Web service composition allows developers to create applications via reusing available services that are interoperable to each other. The process of selecting relevant Web services for a composite service satisfying the developer requirements is commonly acknowledged to be hard and challenging, especially with the exponentially increasing number of available Web services on the Internet. The majority of existing approaches on Web Services Selection are merely based on the Quality of Service (QoS) as a basic criterion to guide the selection process. However, existing approaches tend to ignore the service design quality, which plays a crucial role in discovering, understanding, and reusing service functionalities. Indeed, poorly designed Web service interfaces result in service anti-patterns, which are symptoms of bad design and implementation practices. The existence of anti-pattern instances in Web service interfaces typically complicates their reuse in real-world service-based systems and may lead to several maintenance and evolution problems. To address this issue, we introduce a new approach based on the Multi-Objective and Optimization on the basis of Ratio Analysis method (MOORA) as a multi-criteria decision making (MCDM) method to select Web services based on a combination of their (1) QoS attributes and (2) QoS design. The proposed approach aims to help developers to maintain the soundness and quality of their service composite development processes. We conduct a quantitative and qualitative empirical study to evaluate our approach on a Quality of Web Service dataset. We compare our MOORA-based approach against four commonly used MCDM methods as well as a recent state-of-the-art Web service selection approach. The obtained results show that our approach outperforms state-of-the-art approaches by significantly improving the service selection quality of top- k selected services while providing the best trade-off between both service design quality and desired QoS values. Furthermore, we conducted a qualitative evaluation with developers. The obtained results provide evidence that our approach generates a good trade-off for what developers need regarding both QoS and quality of design. Our selection approach was evaluated as “relevant” from developers point of view, in improving the service selection task with an average score of 3.93, compared to an average of 2.62 for the traditional QoS-based approach.

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50

Shayestehfar, Reza, and Bita Yazdani. "Bank service quality." TQM Journal 31, no. 1 (January 14, 2019): 28–51. http://dx.doi.org/10.1108/tqm-04-2018-0052.

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PurposeThe purpose of this paper is to compare the perceptions of Bank Saderat Iran’s (BSI) customers in Isfahan and Dubai to find the probable differences in BSI service quality in these cities.Design/methodology/approachThe required data were collected by adapted Bank Service Quality (BSQ) questionnaire from two samples of BSI customers (300 in Isfahan and 100 in Dubai). In this research, BSQ was measured by seven dimensions, including Bahia and Nantel (2000) BSQ dimensions, and globalization of bank services as the added dimension. The factor analysis was used to analyze the data, independent-samplest-test for comparing the means and Friedman test for ranking of the BSQ dimensions and items.FindingsThe results of this research revealed a relative satisfaction of customers with BSI service quality in both cities; however, the respondents in Dubai perceived a higher service quality. The most important dimensions were access and effectiveness and assurance in Isfahan and reliability and tangibles in Dubai. In addition, although these cities are located in developing countries, the respondents’ perceptions were similar to those in developed countries.Practical implicationsIt is proposed that BSI managers should eliminate the barriers to prompt service provision, review service charges, integrate decision-making systems, decrease the bureaucratic factors and provide training programs to increase the personnel’s’ interactive skills in Isfahan.Originality/valueA few studies have been conducted in the field of BSQ in Iran banking industry, and none has measured BSQ using a cross-country and cross-cultural method. No research has been conducted on BSI service quality in Isfahan and Dubai, and this is the first research in both cities. Furthermore, it is one of the few times that a specific tool is used for measuring BSQ in Iran banking industry.

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