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Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan
Zameer, Hashim; Tara, Anam; Kausar, Uzma; Mohsin, Aisha - In: International Journal of Bank Marketing 33 (2015) 4, pp. 442-456
Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and...
Persistent link: https://www.econbiz.de/10014760542
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The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions
Ryu, Kisang; Lee, Hye‐Rin; Gon Kim, Woo - In: International Journal of Contemporary Hospitality Management 24 (2012) 2, pp. 200-223
Purpose – The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions....
Persistent link: https://www.econbiz.de/10014763108
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The determinants of satisfaction with e‐banking
Liébana‐Cabanillas, Francisco; Muñoz‐Leiva, Francisco - In: Industrial Management & Data Systems 113 (2013) 5, pp. 750-767
Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience...
Persistent link: https://www.econbiz.de/10014824467
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Adopting self-service technology to do more with less
Hilton, Toni; Hughes, Tim; Little, Ed; Marandi, Ebi - In: Journal of Services Marketing 27 (2013) 1, pp. 3-12
Purpose – Employees have traditionally played a major role in the customer ' s service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a customer-technology experience. This paper seeks to use a service-dominant logic lens to gain fresh...
Persistent link: https://www.econbiz.de/10014905412
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How personal advisors make a difference in serving “almost rich” bank customers
Wahlberg, Olof; Öhman, Peter; Strandberg, Christer - In: International Journal of Bank Marketing 34 (2016) 6, pp. 904-923
administered to customers of a major Swedish bank. Statistical analyses of the responses were performed. Findings Four service … or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with … the personal advisor influences customer satisfaction with the bank and vice versa. Originality/value The unexplored …
Persistent link: https://www.econbiz.de/10014760643
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Service quality in China’s hotel industry: a perspective from tourists and hotel managers
Tsang, Nelson; Qu, Hailin - In: International Journal of Contemporary Hospitality Management 12 (2000) 5, pp. 316-326
Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing,...
Persistent link: https://www.econbiz.de/10014762468
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Barclays Life customer satisfaction and loyalty tracking survey: a demonstration of customer loyalty research in practice
Drake, Chris; Gwynne, Anne; Waite, Nigel - In: International Journal of Bank Marketing 16 (1998) 7, pp. 287-292
Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements...
Persistent link: https://www.econbiz.de/10014760312
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An empirical investigation of the impact of non‐verbal communication on service evaluation
Gabbott, Mark; Hogg, Gillian - In: European Journal of Marketing 34 (2000) 3/4, pp. 384-398
Considers the role of non‐verbal communication in consumers’ evaluation of service encounters. Non‐verbal communication has been extensively studied in the psychology and psychotherapy disciplines and has been shown to have a central effect on participants’ perceptions of an event. As...
Persistent link: https://www.econbiz.de/10014721912
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Service behaviors that lead to satisfied customers
Frazer Winsted, Kathryn - In: European Journal of Marketing 34 (2000) 3/4, pp. 399-417
Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then...
Persistent link: https://www.econbiz.de/10014721913
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Service intangibility and its impact on consumer expectations of service quality
Pleger Bebko, Charlene - In: Journal of Services Marketing 14 (2000) 1, pp. 9-26
Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each...
Persistent link: https://www.econbiz.de/10014904877