Using Servqual to Measure the Service Quality of Commercial Banks in China

Abstract

The extant service quality of Chinese commercial banks literature has extensively investigated service quality among Chinese large commercial bank, joint stock commercial bank and overall commercial banks. However, difference of service quality of different types of banks has rarely been examined. In this study, I investigate difference of service quality of joint-stock commercial bank and large commercial banks through comparison based on SERVQUAL. Based on an empirical study of 4 banks in Kunming City. I examined the hypothesized difference of service quality of the two types of banks. Using two tails t-Tests, I found that service quality of joint-stock commercial banks is significantly difference from that of large commercial banks, not only in single dimension but also in overall aspects. I also found that customers’ expectation is significantly difference form their perception of whichever the two types of banks, that is, banks didn’t satisfy their customers. My empirical investigation suggests that no significantly difference exists in customers’ expectation to service of the banks, and the most significantly different in service quality exist in tangibles of the two types of banks.