Purpose – The aim of this study is twofold: first to diagnose service quality perceptions of airline passengers and then links these perceptions to their satisfaction and repurchase intentions, specifically in a new emerging market in the Mediterranean region, North Cyprus. Airline...

Purpose – The purpose of this paper is to ascertain the most relevant quality factors and communication activities that are suitable as competitive levers in dentistry. Design/methodology/approach – The research is based on a model that highlights the reciprocal influence between patient...

Purpose – This paper aims to find ways to improve the performance of social and medical establishments through a new organizational structure and the use of quality management methods. Design/methodology/approach – The research is based on an empirical study of a number of French...

Purpose – The purpose of this paper is to consider customer expectation, perceived service performance and customer satisfaction as issues of total quality management (TQM) in relationship marketing, and examines how these relate to students' anticipated loyalty to college after graduation....

Purpose – The purpose of this paper is to propose a path analysis of data coming from a citizen's satisfaction survey to support decision makers in quality service improvement. In detail, the survey aims to measure citizen's satisfaction of an Italian local Public Administration regarding the...

Purpose – The purpose of this paper is to promote the integration of quality function deployment (QFD) with quantitative methods in an attempt to enhance its effectiveness and resolve issues like the failure of prioritizing customer requirements and determining proper importance levels....

Purpose – The purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer satisfaction on the service quality and customer loyalty...

Purpose – This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach aims at exploiting contacts with service made by “mystery guests” rather than traditional surveys on...

Purpose – With an objective to measure the quality of service provided at Indian railway stations, the purpose of this paper is to propose a method that indicates the level of importance and satisfaction which other known methods of service quality assessment do not clearly provide. In total,...

Purpose – The purpose of this paper is to develop a research framework to explain the relationship between overall restaurant quality and customer satisfaction. Design/methodology/approach – To test this model, the authors deploy 48 mystery shoppers to evaluate 496 Taiwanese restaurants....