The significance of the quality of work in the construction industry has been highlighted in recent years. Nevertheless, it is unusual to find that housing refurbishment projects have been undertaken with a clear emphasis on the service provided for tenants. To assess the scope for tenant...

Quality problems in the service organization are the result of the mismatch between prior expectation and perceived quality of the service. Each organization will attempt to determine the requirements of its customers and translate these requirements into product and delivery process...

Although the applications of grey system theory have been prosperous in the engineering field, there are very few applications to the management field. We argue that this theory is worthy of promotion to the management field. Therefore, the main purpose of this study is to demonstrate the...

Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry. Design/methodology/approach...

The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40...

Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS....

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on...

Purpose – The purpose of this study is to explore the dimensional structure of the SERVQUAL scale within non-western service setting as well as the impact of service quality dimensions on customer satisfaction and loyalty. Design/methodology/approach – A quantitative approach was employed,...

Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the...