The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated there preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimension from SERVQUAL. The results show that the importance of the 5 dimensions differs substantially among the different companies and that there is a clear link to overall satisfaction.
Innovation for Competitiveness: Proceedings of the 13th International Conference on Iso 9000 & Tqm, 2008, p. 123-124
EPSI Rating; SERVQUAL
Main Research Area:
13th International Conference on ISO 9000 & TQM