Abstract

VERA, Jorge  and  TRUJILLO, Andrea. Measuring service performance of retail banks in Mexico: A Servperf adaptation. Contad. Adm [online]. 2018, vol.63, n.4. ISSN 0186-1042.  https://doi.org/10.22201/fca.24488410e.2018.1106.

The purpose of this work is to offer a scale to measure service performance of retail banks in Mexico. It is based on the SERVPERF scale by Cronin and Taylor (1992). The article is framed in the service quality and performance literature. This instrument is initially based on a previous adaptation of the SERVPERF scale in English to retail banks. It is explained how the items were contextually adapted to the Spanish language. For a correct translation-adaptation interviews with specialists and clients were carried over. This procedure helped to ensure that the writing of the items was understandable end to verify that they were measuring what was intended. The result of an n=201 retail bank clients empirical test is presented. Several test to verify reliability and validity were performed. Using an factorial analysis and a confirmatory structural analysis it is presented how the scale accomplish convergent and discriminant validity criteria as well. In comparison with previous approaches, the dimensionality of the scale is analyzed. Also, an assessment of the scale’s predictive validity was performed.

Keywords : Accruals: Service performance; Service quality; Retail bank service; Retail bank.

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