Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and...

This review rationalizes that quality management practices have been adopted as a marketing strategy in the post-liberalized economy. Evaluating the literature and theories of quality management, differences are found in the implementation of quality management practices in manufacturing and...

This study highlights the level of customer awareness about Islamic banks and determines the relationship between service quality and customer satisfaction with respect to Islamic banks. The survey based approach is used to collect the necessary data. 167 questionnaires were processed for the...

The rapid increase in the number of mobile phone users and the growing popularity of mobile banking services in Bangladesh had a twofold outcome: it allowed financial institutions to tap into the areas of the market previously untouched by banking services, but it also brought along for their...

Purpose – In contemporary service economies, consumers have increasingly demanded better services in the service exchange. Gaming destinations have made great efforts to improve their casino services. The purpose of the study is to identify levels of casino customer expectations, perceptions,...

The present demand of customers is not merely focusing on the product itself, but also on the process delivering it, as a source of value for the customers. As a result, delivering service quality is important in order to gain customer satisfaction. In the past five years, Islamic Bank in...

With the advent of the internet and e - commerce, there has been a paradigm shift in the marketing and selling of product and services in the hospitality and tourism industry. The internet is changing the way a corporation conducts business with their consumers who have become very demanding and...