Despite reservations about the use of demographic variables for market segmentation purposes it is a method which is widely used. Although this was not a segmentation study as such, the extent to which service quality perceptions are influenced by demographic variables has been investigated. It...

Quality is an extremely difficult concept to define, describe and measure. Consequently, few academics and authors have attempted to model it and research findings on its influence on key business variables such as profitability and market share are confusing and inconclusive. These problems are...

The purpose of this article is to conduct an empirical assessment of the extended service quality model proposed by Zeithaml, Berry Parasuraman. The article provides a brief review of the gap concept as a measurement framework for service quality Issues. This is followed by a description of the...