Comparing perceptions of service quality in Brazil and UK
Autor(a) principal: | |
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Data de Publicação: | 2008 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Internext |
Texto Completo: | https://internext.espm.br/internext/article/view/34 |
Resumo: | This paper investigates whether the SERVPERF model developed by Cronin and Taylor (1992) can be applied in the same industry (retail banks) in two different countries Brazil and UK. We find differences between the countries in the perception of the service provided by retail banks. We also find differences between the countries in the relationship between the service provided and (i) the overall perception of service quality, (ii) customer satisfaction and (iii) future purchase intentions. Factor analysis of the data identified different dimensional structures for Brazilian and British samples. The Brazilian sample presents almost the same structure of Parasuraman et alii (1988) SERVQUAL. The UK sample presented a different three-factor dimensional structure which shows that the dimensional structure does not travel well into other cultures. Also, as this study stands, the differences found between the two samples cannot yet be attributed to cultural differences between UK and Brazil. These differences may be related to the service provided by the banks. |
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Comparing perceptions of service quality in Brazil and UKService QualitySERVQUALSERVPERFInternational MarketingThis paper investigates whether the SERVPERF model developed by Cronin and Taylor (1992) can be applied in the same industry (retail banks) in two different countries Brazil and UK. We find differences between the countries in the perception of the service provided by retail banks. We also find differences between the countries in the relationship between the service provided and (i) the overall perception of service quality, (ii) customer satisfaction and (iii) future purchase intentions. Factor analysis of the data identified different dimensional structures for Brazilian and British samples. The Brazilian sample presents almost the same structure of Parasuraman et alii (1988) SERVQUAL. The UK sample presented a different three-factor dimensional structure which shows that the dimensional structure does not travel well into other cultures. Also, as this study stands, the differences found between the two samples cannot yet be attributed to cultural differences between UK and Brazil. These differences may be related to the service provided by the banks.Escola Superior de Propaganda e Marketing - ESPM2008-01-11info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://internext.espm.br/internext/article/view/3410.18568/1980-4865.1158-76Internext - International Business and Management Review ; Vol. 1 No. 1 (2006); 58-76Internext; v. 1 n. 1 (2006); 58-761980-4865reponame:Internextinstname:Escola Superior de Propaganda e Marketing (ESPM)instacron:ESPMporhttps://internext.espm.br/internext/article/view/34/32Copyright (c) 2015 Internexthttp://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessCervachiaro, Isabel B.Ayrosa, Eduardo A. T.2023-03-27T20:34:22Zoai:ojs.emnuvens.com.br:article/34Revistahttps://internext.espm.br/internextPRIhttps://internext.espm.br/internext/oaiinternext@espm.br1980-48651980-4865opendoar:2023-03-27T20:34:22Internext - Escola Superior de Propaganda e Marketing (ESPM)false |
dc.title.none.fl_str_mv |
Comparing perceptions of service quality in Brazil and UK |
title |
Comparing perceptions of service quality in Brazil and UK |
spellingShingle |
Comparing perceptions of service quality in Brazil and UK Cervachiaro, Isabel B. Service Quality SERVQUAL SERVPERF International Marketing |
title_short |
Comparing perceptions of service quality in Brazil and UK |
title_full |
Comparing perceptions of service quality in Brazil and UK |
title_fullStr |
Comparing perceptions of service quality in Brazil and UK |
title_full_unstemmed |
Comparing perceptions of service quality in Brazil and UK |
title_sort |
Comparing perceptions of service quality in Brazil and UK |
author |
Cervachiaro, Isabel B. |
author_facet |
Cervachiaro, Isabel B. Ayrosa, Eduardo A. T. |
author_role |
author |
author2 |
Ayrosa, Eduardo A. T. |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Cervachiaro, Isabel B. Ayrosa, Eduardo A. T. |
dc.subject.por.fl_str_mv |
Service Quality SERVQUAL SERVPERF International Marketing |
topic |
Service Quality SERVQUAL SERVPERF International Marketing |
description |
This paper investigates whether the SERVPERF model developed by Cronin and Taylor (1992) can be applied in the same industry (retail banks) in two different countries Brazil and UK. We find differences between the countries in the perception of the service provided by retail banks. We also find differences between the countries in the relationship between the service provided and (i) the overall perception of service quality, (ii) customer satisfaction and (iii) future purchase intentions. Factor analysis of the data identified different dimensional structures for Brazilian and British samples. The Brazilian sample presents almost the same structure of Parasuraman et alii (1988) SERVQUAL. The UK sample presented a different three-factor dimensional structure which shows that the dimensional structure does not travel well into other cultures. Also, as this study stands, the differences found between the two samples cannot yet be attributed to cultural differences between UK and Brazil. These differences may be related to the service provided by the banks. |
publishDate |
2008 |
dc.date.none.fl_str_mv |
2008-01-11 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://internext.espm.br/internext/article/view/34 10.18568/1980-4865.1158-76 |
url |
https://internext.espm.br/internext/article/view/34 |
identifier_str_mv |
10.18568/1980-4865.1158-76 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://internext.espm.br/internext/article/view/34/32 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2015 Internext http://creativecommons.org/licenses/by-nc-sa/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2015 Internext http://creativecommons.org/licenses/by-nc-sa/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Escola Superior de Propaganda e Marketing - ESPM |
publisher.none.fl_str_mv |
Escola Superior de Propaganda e Marketing - ESPM |
dc.source.none.fl_str_mv |
Internext - International Business and Management Review ; Vol. 1 No. 1 (2006); 58-76 Internext; v. 1 n. 1 (2006); 58-76 1980-4865 reponame:Internext instname:Escola Superior de Propaganda e Marketing (ESPM) instacron:ESPM |
instname_str |
Escola Superior de Propaganda e Marketing (ESPM) |
instacron_str |
ESPM |
institution |
ESPM |
reponame_str |
Internext |
collection |
Internext |
repository.name.fl_str_mv |
Internext - Escola Superior de Propaganda e Marketing (ESPM) |
repository.mail.fl_str_mv |
internext@espm.br |
_version_ |
1793890308999610368 |