Purpose – The purpose of this paper is to appraise various service quality models and identify issues for future research based on the analysis of literature. Design/methodology/approach – The paper examines 14 different service quality models reported in the literature applicable to the...

Purpose – The aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for...

Purpose – The purpose of this paper is to extend knowledge on service quality and how it is defined and thus, managed, in the context of maritime transport by proposing and testing a new conceptual model of service quality. Design/methodology/approach – The study used a sample of 197...

Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to remain with their main bank short‐term (in the next six months) and long‐term (from six...

Purpose – Although numerous articles emphasize the importance of the servicescape (the physical facilities of a service company), the effect of the servicescape on quality perception has been inadequately captured by previous empirical research. The purpose of this paper is to examine the...

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 – The purpose of this paper is to appraise various service quality models and identify issues for future research based on the analysis of literature. Design/methodology/approach – The paper examines 14 different service quality models reported in the literature applicable to the...

Purpose – The aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for...

Purpose – The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and...

Purpose – The main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature. Design/methodology/approach – The paper critically examines 19 different service quality models reported...