Does service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in Jordan

Abstract

This study examines the mediation effect of service quality implementation on the relationship between technical service quality and banks performance. Drawing on relevant literature, the author empirically tested a model of technical service quality, service quality implementation and performance on a sample of 346 managers of banks in Jordan. The study findings have indicated significant implications for banks managers in Jordan in relation to the mediating role of service quality implementation on the relationship between technical quality and banks performance. The findings of this study indicate that the technical service quality has a positive and significant effect on banks performance. The majority of relationships between the technical quality and banks financial and customer-based performance measures are fully mediated by service quality implementation variables; even their effects vary among performance measures. The findings indicated that marketing capabilities exerted the strongest mediation effect on the relationships between the technical service quality and banks performance.