DIMENSI-DIMENSI KUALITAS JASA PERBANKAN DI INDONESIA

Authors

  • Firman Sihol Parningotan Institut Keuangan Perbankan & Informatika Asia Perbanas
  • Lerbin R. Aritonang R. Universitas Tarumanegara
  • Novianta Hutagalung Institut Keuangan Perbankan & Informatika Asia Perbanas

Keywords:

Bank customers, service quality, SERVQUAL, confirmatory factor analysis (CFA)

Abstract

The aim of this article is to address the importance of measuring service quality in the Indonesian banking industry. A questionnaire was developed to identify underlying dimensions of bank quality of the importance of each of these dimensions. Service quality is presented as a multi-dimensional construct which is measured by SERVQUAL along the five key dimensions: reliability, assurance, tangibles, empathy, and responsiveness. Three large banks were selected, and service quality questionnaires were sent to 250 bank customers. Using 22 items on expectations and perceived performance, it is found that 21 items as individual indicators of one latent variable for the confirmatory factor analysis (CFA) test of SERVQUAL models might result in reliable and valid instrument. Results for this study verify the SERVQUAL dimensions are applicable to the Indonesian Banking industry.

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Published

2017-03-16

Issue

Vol. 10 No. 2 (2008): Vol.10 No. 2 December 2008

Section

Articles