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A study of service quality in Indian public sector banks using modified SERVQUAL model
Shetty, Dasharathraj K.; Perule, Nikhil; Rao, Potti … - In: Cogent business & management 9 (2022) 1, pp. 1-17
service quality is quantified with the help of a modified SERVQUAL model using dimensions Reliability, Assurance, Tangibles …
Persistent link: https://www.econbiz.de/10014444524
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Service quality dimensions as predictors of customer loyalty in mobile payment services : moderating effect of gender
Liana, Pamela John; Jaensson, Jan-Erik; Mmari, Goodluck - In: Future Business Journal 9 (2023) 1, pp. 1-15
The changes in market dynamics, customer-to-customer interactions, and the use of artificial intelligence have created a great concern among marketers in understanding customer behaviours such as customer loyalty. Policymakers account for the provision of quality service in terms of subscription...
Persistent link: https://www.econbiz.de/10014505891
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Using a modified SERVQUAL approach to assess the quality of supply chain services in Greek online supermarkets
Mitropoulou, Anastasia D.; Tsoulfas, Giannis T. - In: Logistics 5 (2021) 4, pp. 1-17
well-known model SERVQUAL is suggested and used in the case of Greek online supermarkets. Thus, an initial contribution of …
Persistent link: https://www.econbiz.de/10012661386
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Role of service quality and customer satisfaction in firm's performance : evidence from Pakistan hotel industry
Shah, Syed Naseeb Ullah; Jan, Shahid; Baloch, Qadar Bakhsh - In: Pakistan journal of commerce and social sciences 12 (2018) 1, pp. 167-182
' performance by applying SERVQUAL model. The data was collected from the 1429 hotel customers of selected cities of Khyber …
Persistent link: https://www.econbiz.de/10011934091
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The effect of service quality on customer satisfaction in an automotive after-sales service
Balinado, Justine Roy; Prasetyo, Yogi Tri; Young, … - In: Journal of open innovation : technology, market, and … 7 (2021) 2, pp. 1-12
Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles … modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant …
Persistent link: https://www.econbiz.de/10012507332
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The gaps in the quality of hotel services in Poland
Mazurek-Kusiak, Anna; Sawicki, Bogusław - In: European research studies 23 (2020) 5, pp. 1033-1040
Persistent link: https://www.econbiz.de/10012510888
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Satisfaction of e-learners with electronic learning service quality using the SERVQUAL model
Sumi, Razia Sultana; Kabir, Golam - In: Journal of open innovation : technology, market, and … 7 (2021) 4, pp. 1-17
determinants of the SERVQUAL model (reliability, responsiveness, assurance, empathy, and website design), as well as "learning …
Persistent link: https://www.econbiz.de/10012694923
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Toward a multi-sided model of service quality for logistics service providers
Wetzel, Philipp; Hofmann, Erik - In: Administrative Sciences : open access journal 10 (2020) 4/79, pp. 1-24
providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was …
Persistent link: https://www.econbiz.de/10012420986
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Determining service improvement priority in a zoological park
Sukwadi, Ronald; Yang, Ching-Chow - In: Journal of industrial engineering and management : JIEM 7 (2014) 1, pp. 1-20
equation model (SEM) with SERVQUAL and refined Kano models. Findings and Originality/value: Based on the analysis of data …
Persistent link: https://www.econbiz.de/10011904332
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Measuring quality in automobile aftersales : AutoSERVQUAL scale
Gencer, Yasin Galip; Akkucuk, Ulas - In: Amfiteatru economic : an economic and business research … 19 (2017) 44, pp. 110-123
service quality measurement scales in literature first and then continues by the adaptation process of SERVQUAL over …
Persistent link: https://www.econbiz.de/10011820627