The purpose of the study is to investigate the effect of customer's satisfaction and service quality towards the hotels' performance by applying SERVQUAL model. The data was collected from the 1429 hotel customers of selected cities of Khyber Pakhtunkhwa (Peshawar, Swat, Chitral, Naran,...

The dawn of the 21st century saw the might of the Internet impacting everything we do. Retail growth has been fueled by several players getting funded, aggressive marketing and the consumer need and convenience to buy products and services online. Companies are left with no choice but to...

The paper presents a theoretical framework for evaluating service quality in travel agencies. It identifies eight factors influencing perceived service quality, namely: offered products, promotional and informational materials, office and equipment, ambiance, personnel, servicing process,...

The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed,...