.e., Balasore and Bhadrak. This paper used the popular multi-itemed rating scale namely SERVQUAL (developed and modified by …

.e., Balasore and Bhadrak. This paper used the popular multi-itemed rating scale namely SERVQUAL (developed and modified by …

of this thesis are:• To evaluate the SERVQUAL model and assess whether it can be applied in the context of the Cypriot ….This study evaluates SERVQUAL dimensions, and more specifically the perceptions side of the instrument, and modifies it through … result of this analysis, a modified version of the perceptions’ side of SERVQUAL was constructed as a measurement scale of …

Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that presently … delivery of successful products and services. The SERVQUAL method is a technique that is used in performing a gap analysis of …, therefore SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a …

customer expectations.The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model …. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model … and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation …

, physical environment, and service quality) and outcome variables (disconfirmation, customer satisfaction, and loyalty). A …

The customer loyalty management concept is receiving more and more companies focus and in today’s economic recession …, customer retention and increasing their loyalty is a key operational decision. The focus is turned from the need for a search … company has no strategy how to strengthen customer loyalty and has never been developing relationships with existing customers …

level. The service provider used proved to be an important driver of loyalty, but overall satisfaction with the cellphone …

) with service satisfaction and loyalty are examined. Results indicate that the reliability aspect of service quality is … strongly related to satisfaction and loyalty in the stockbrokerage industry, while the assurance aspect of service quality … and loyalty, perceptions of actual service have the strongest correlations with those behavioural outcomes. The findings …