{"id":"https://openalex.org/W2942774403","doi":"https://doi.org/10.1109/ictas.2019.8703635","title":"Retail banking service quality measurement: SERVQUAL gap analysis","display_name":"Retail banking service quality measurement: SERVQUAL gap analysis","publication_year":2019,"publication_date":"2019-03-01","ids":{"openalex":"https://openalex.org/W2942774403","doi":"https://doi.org/10.1109/ictas.2019.8703635","mag":"2942774403"},"language":"en","primary_location":{"id":"doi:10.1109/ictas.2019.8703635","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ictas.2019.8703635","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 Conference on Information Communications Technology and Society (ICTAS)","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5044435575","display_name":"Mathias Mujinga","orcid":"https://orcid.org/0000-0001-6560-8082"},"institutions":[{"id":"https://openalex.org/I165390105","display_name":"University of South Africa","ror":"https://ror.org/048cwvf49","country_code":"ZA","type":"education","lineage":["https://openalex.org/I165390105"]}],"countries":["ZA"],"is_corresponding":true,"raw_author_name":"Mathias Mujinga","raw_affiliation_strings":["School of Computing, University of South Africa, South Africa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computing, University of South Africa, South Africa","institution_ids":["https://openalex.org/I165390105"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5044435575"],"corresponding_institution_ids":["https://openalex.org/I165390105"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"67","issue":null,"first_page":"1","last_page":"6"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9969000220298767,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.974399983882904,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9570815563201904},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.7922325134277344},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.6667093634605408},{"id":"https://openalex.org/keywords/gap-analysis","display_name":"Gap analysis (conservation)","score":0.6608635187149048},{"id":"https://openalex.org/keywords/empathy","display_name":"Empathy","score":0.6304156184196472},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6130103468894958},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.581621527671814},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5709418654441833},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5701630711555481},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.4859012961387634},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4138858914375305},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.26966017484664917},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.15779274702072144},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.0615885853767395}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.9570815563201904},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7922325134277344},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6667093634605408},{"id":"https://openalex.org/C2779977028","wikidata":"https://www.wikidata.org/wiki/Q1493813","display_name":"Gap analysis (conservation)","level":3,"score":0.6608635187149048},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.6304156184196472},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6130103468894958},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.581621527671814},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5709418654441833},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5701630711555481},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.4859012961387634},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4138858914375305},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.26966017484664917},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.15779274702072144},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.0615885853767395},{"id":"https://openalex.org/C130217890","wikidata":"https://www.wikidata.org/wiki/Q47041","display_name":"Biodiversity","level":2,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/ictas.2019.8703635","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ictas.2019.8703635","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 Conference on Information Communications Technology and Society (ICTAS)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":26,"referenced_works":["https://openalex.org/W650267594","https://openalex.org/W1482830382","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1907343975","https://openalex.org/W1971802147","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2052607693","https://openalex.org/W2062182591","https://openalex.org/W2064587700","https://openalex.org/W2094013842","https://openalex.org/W2099078684","https://openalex.org/W2151694441","https://openalex.org/W2252619433","https://openalex.org/W2425102595","https://openalex.org/W2617905244","https://openalex.org/W2788744460","https://openalex.org/W2793669185","https://openalex.org/W2980160090","https://openalex.org/W3192615461","https://openalex.org/W4240969601","https://openalex.org/W4250040931","https://openalex.org/W6637362001","https://openalex.org/W6637371799","https://openalex.org/W6799528560"],"related_works":["https://openalex.org/W2028393662","https://openalex.org/W2285144455","https://openalex.org/W2960012311","https://openalex.org/W2182900339","https://openalex.org/W2341761143","https://openalex.org/W2187664614","https://openalex.org/W2937437986","https://openalex.org/W4301585561","https://openalex.org/W4210623718","https://openalex.org/W3109963936"],"abstract_inverted_index":{"The":[0,23,42],"main":[1],"objective":[2],"of":[3,14,63,105,113,116],"this":[4],"paper":[5],"is":[6,55],"to":[7,87,100,128],"present":[8],"empirical":[9],"findings":[10,45],"on":[11,31,47,89,109],"the":[12,72,94,102,117],"quality":[13,29,91,104],"service":[15,28,64,90,106],"offered":[16],"by":[17],"retail":[18,49],"banks":[19],"in":[20],"South":[21],"Africa.":[22],"SERVQUAL":[24],"model":[25],"that":[26,36,53,71,86],"measure":[27],"based":[30,46],"customers'":[32],"perceptions":[33],"and":[34,92,122,130],"expectations":[35],"are":[37,80],"analysed":[38],"using":[39],"gap":[40,43,74],"analysis.":[41],"analysis":[44],"184":[48],"banking":[50],"customers":[51],"shows":[52],"there":[54],"need":[56,99],"for":[57],"improvement":[58],"across":[59],"all":[60],"five":[61,118],"dimensions":[62,119],"quality.":[65],"Further":[66],"inferential":[67],"statistical":[68],"analyses":[69],"revealed":[70],"mean":[73],"differences":[75],"among":[76],"different":[77],"demographic":[78,111],"groups":[79,112],"statistically":[81],"insignificant.":[82],"These":[83],"results":[84],"show":[85],"improve":[88,101],"reduce":[93],"negative":[95],"gaps,":[96],"financial":[97],"institutions":[98],"overall":[103],"without":[107],"focusing":[108],"specific":[110],"customers.":[114],"Three":[115],"reliability,":[120],"responsiveness,":[121],"empathy,":[123],"have":[124],"higher":[125],"gaps":[126],"compared":[127],"tangibles":[129],"assurance.":[131]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}
