The article is one in a series that offers a fresh look at the paradigmatic shifts being experienced by the traditional, government supported banking establishments, especially those in the erstwhile socialist and mixed economies, in the newly embraced context of liberalization‐...

Purpose – The purpose of this paper is to investigate the relationship between Canadian and Indian consumers' national cultural orientations and banking service quality expectations. Using two of Hofstede's five cultural dimensions operationalized at the individual level, and five dimensions...

Purpose – The purpose of this paper is to develop a scale for measuring perceived service quality for public hospitals from the user's (patient's) perspective. The objective is to measure perceived service quality of public hospitals. Design/methodology/approach – Standard scale development...

Purpose – The aim of the study is to assess the service quality perception of customers of luxury hotels, New Delhi in India and to help the hotel management identify areas that need attention to meet and exceed customer expectations. Design/methodology/approach – The study uses a survey and...

Purpose – The purpose of this paper is to empirically test a research model of consumer consequences of e‐service quality (e‐SQ) perceptions of general web site users. Design/methodology/approach – The dimensions of e‐SQ are extracted and validated through exploratory and confirmatory...

Purpose – The purpose of this paper is to highlight the fact that brand image creation is an elaborate and long‐term activity through consistent strategic initiatives and the importance of understanding customer expectations and delivering them consistently. Design/methodology/approach –...

Purpose – The purpose of this paper is to develop and empirically validate a multidimensional scale for measuring healthcare service quality (HCSQ), based on modified Brady and Cronin's hierarchical service quality model. The study also investigated HCSQ and its ability to predict important...

Purpose – The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry. Design/methodology/approach – The second‐order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which...