The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China

Abstract

Although an increasing number of studies is being performed in the field of service management, less work is being done on an integrated framework of service quality and product quality, especially that supported with evidence from developing countries. As a result, little is known about the distinction between service quality and product quality, their respective antecedents, and their distinctive contributions to performance in service industries in the developing world. Generalization of related findings from developed countries is not necessarily appropriate. Unlike most related studies that are based on evidence from developed countries, focuses attention on the distinction between, and respective antecedents of, service quality and product quality in the Chinese context. Gives much emphasis to the importance of a positive bank reputation. The findings are based on structural equation models developed by AMOS.