Using the DART (dialogue, access, risk, and transparency) model as a core framework of value co-creation (VCC), and in the context of hospitality services, this study explores the role VCC might have in customers' perceived value (PV). The study delineates two characteristics of PV - perceived...

The onslaught of the COVID-19 pandemic has had a critical impact on the travel and tourism sector. Tourist destinations in developing countries are even more susceptible to negative trends of this sort due to the importance of tourism in emerging economies and the peculiarities of their...

The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper investigates how closely customer expectations of...

The aim of this study is to find out what were the factors that may have played significant role to select the telecommunication service providers. In general this research has an intention to develop a research framework grounded on a strong theoretical and literature review background. The...

In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality...

This study seeks to explore customer satisfaction and its influencing factors of the mobile phone operation industry in Bangladesh. Data were collected through a questionnaire survey form a diversified representative sample. An iterated factor analysis with principal component analysis (PCA) and...

The major aim of the research paper is to measure the quality of service offered by Raiffeisen Bank in Romania. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five dimensions of SERVQUAL model i.e. reliability, assurance,...

The main concern of credit institutions in Romania should be to maintain a portfolio of clients. Long-term cooperation relations between a bank and its customers is the proof of that bank's efforts in providing quality services that meet consumer demands. The study would try to throw some...

The objective of the current paper was to analyze the relationship between service quality reflected by its five traditional dimensions (tangibles, reliability, responsiveness, assurance, and empathy), on one hand, and brand loyalty related aspects such as overall satisfaction, repurchase...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...