| Previous Research | SERVQUAL Dimensions |
| Parasuraman et al. 1988 | Tangibles, reliability, responsiveness, assurance, and empathy. |
| Johnson and Sirikit, 2002 | Tangibles, reliability, responsiveness, assurance, and empathy |
| Wang and Lo, 2002 | Tangibles, reliability, responsiveness, assurance, empathy, and network quality |
| AL-Tamimi and AL-Amiri, 2003 | Tangibles, reliability, and empathy. |
| Khan, 2003 | Tangibles, ecotangibles, reliability, assurance, responsiveness, and empathy. |
| Arasli et al. 2005 | Tangibles, reliability, assurance, and empathy. |
| Jaboun and Khalifa, 2005 | Personal skills, reliability, values, and image. |
| Kang, 2006 | Tangibles, reliability, responsiveness, assurance, and empathy |
| Akroush, 2008 | Service quality dimensions (functional and technical) have a positive and significant effect on bank performance. |
| Ladhari, 2009 | Tangibles, reliability, responsiveness, confidence, and communications. |
| Kumar et al. 2009 | Tangibility, reliability, competence, and convenience. |
| Chaniotakis and Lymperopoulos, 2009 | Tangibles, reliability, responsiveness, assurance, and empathy. |
| Ramseook-Munhurrun et al. 2009 | Assurance-empathy, reliability-responsiveness, and tangibles. |
| Negi, 2009 | Reliability and network aspect dimensions |
| Akroush and Khatib, 2009 | Service quality dimensions (functional and technical) have positively and significantly affected banks performance assessed based on financial performance and customer indicators. |
| Kumar et al. 2010 | Tangibility, reliability, competence, and convenience. |
| Ladhari et al. 2011 | Canadian sample, empathy and reliability, while in the Tunisian sample, reliability and responsiveness. |
| Al-Rousan and Mohamed, 2010 | Empathy, reliability, responsiveness, tangible and assurance. |
| Dahiyat et al. 2011 | Reliability, interaction quality, and tangibles |
| Morales et al. 2011 | Tangibles, reliability, responsiveness, assurance, and empathy. |
| Shekarchizadeh et al. 2011 | Professionalism, reliability, hospitality, tangibles, and commitment. |
| Vaughan and Woodruffe-Burton, 2011 | Staff professionalism, reliability, and tangibles. |
| Abdullah et al. 2011 | Systemisation, reliable communication, and responsiveness. |
| Alireza et al. 2011 | Service quality significantly affects value, satisfaction and image, three factors determining satisfaction and loyalty. |
| Hafeez and Muhammad, 2012 | Reliability, tangibility, empathy, assurance, and responsiveness. |
| Abu-El Samen et al. 2013 | Reliability, tangibility, empathy, assurance, and responsiveness. |
| Abdel Megeid, 2013 | Reliability, tangibility, empathy, assurance, and responsiveness. |
| Akroush et al. 2015 | Reliability, responsiveness, assurance, empathy, and tangibility. |
| Surulivel et al. 2016 | Reliability, tangibility, empathy, assurance, and responsiveness |
| Datta and Vardhan, 2017 | Reliability, empathy, assurance, tangibles, and responsiveness |
| Sharma and Jhamb, 2017 | Tangibles, reliability, responsiveness, assurance and empathy |
| Palese and Usai, 2018 | Reliability, tangibility, empathy, assurance, and responsiveness. |
| Kumar et al. 2018 | Convenience, tangibility, reliability, responsiveness, empathy and assurance. |
| Ramanathan et al. 2018 | Attractive, reliability, responsiveness, empathy and assurance. |