Purpose – The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM‐SERVQUAL instrument was developed to meet an appropriate measurement of such services. Design/methodology/approach – The development of FM‐SERVQUAL based on...

Purpose – This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services. Design/methodology/approach – A research model was designed to identify multi‐dimensions of mobile service quality and perceived value, and investigate their...

Purpose – The purpose of this paper is to study the impact of customer care experiences voiced online on consumer choice of brand or company when purchasing products and services by including the level of usage of these sites, and consumer opinions about whether or not their comments would...

Service and product support are increasingly critical elements in the achievement of customer satisfaction and winning new markets. The success of a product support strategy depends on how effectively these services are delivered. The focus of this paper is on performance enhancement through the...

Purpose – The purpose of the paper is to investigate the effects of service quality and service satisfaction on intention in a business‐to‐business setting. Design/methodology/approach – This research addresses three unanswered questions regarding satisfaction and service quality: the...

Purpose – The paper aims to investigate how customers may contribute to radical innovation in consultancy services and the conditions needed for customers to be involved in such radical service innovations. Design/methodology/approach – The paper uses a qualitative case study approach...

Purpose – Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service...

Purpose – This paper seeks to propose a new non‐intrusive method for the assessment of speech quality of voice communication systems and evaluate its performance. Design/methodology/approach – The method is based on measuring perception‐based objective auditory distances between the...

Purpose – This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach. Design/methodology/approach – This model starts with SERVQUAL measurement scales consisting of six dimensional...