Abstract Based on the former research on the perceived service quality, this article suggests a model composed of three dimensions and the path structures: technical quality, functional quality and service environment. In order to explore the affecting factors of dimensions of the perceived service quality, this research uses a sample data of the domestic banks to test and modify the items of the SERVQUAL scale. This research finds that in a high touching industry like bank, functional quality has a stronger effect on perceived service quality than technical quality and service environment, and the functional quality constitutes the main driving factors of perceived service quality.
TUN Guan-Zhi,ZHANG Hao,SHI Zhang-Jian et al. Service Quality Dimensions Measurement and Factor Analysisi in Banking Sector. Economic Survey, 2013, 1(4): 094.
2013, Vol. 1 
