Comparing the Original and the Revised SSTQUAL Scale among High-educated Consumers in Romania

The present paper is an extension of the study published by Radomir and Nistor, 2012 and aims to compare the scale proposed by the two authors (revised SSTQUAL) to the one previously developed by Lin and Hsieh, 2011. The original SSTQUAL scale, as developed by Lin and Hsieh in 2011, is intended to measure the quality of services offered via alternative distribution channels across contexts. One year later, Radomir and Nistor adapt the scale to the banking context and argue that the revised SSTQUAL scale may better reflect Romanian customers’ perceptions regarding the quality of services offered through delivery channels such as ATMs, Internet Banking or Mobile Banking. Hence, this paper is organized in five main sections. The introduction only briefly underlines the differences in the two scales under comparison. The second section describes the questionnaire design, data collection and data analysis processes. The results section presents arguments in favour of the refined version of the revised SSTQUAL scale and is followed up by the discussion and conclusion section. In the end, we highlight the limitations of the present study and make suggestions for further research.