Key points are not available for this paper at this time.
Purpose – The purpose of this study is to build a retail‐banking specific quality scale and, through its examination and comparison with the SERVQUAL and BSQ metrics that are currently used in banking, to deepen understanding of quality determinants in the industry. Furthermore, the study is set to provide additional input to the debate over generic against setting/industry/time‐specific quality metrics.
Tsoukatos et al. (2010) studied this question.