Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. In this study, a conceptual model, INTSERVQUAL, was designed based on the original “Gap Model”, to explore the extent to which the construct service quality plays in...

Purpose – Based upon an extended SERVQUAL model, this paper attempts to measure and compare the service quality between conventional and Islamic banks in Malaysia. Design/methodology/approach – A new dimension, i.e. convenience was added to the existing SERVQUAL model of five dimensions....

Explores the extent to which the construct service quality plays in an internal marketing setting. A conceptual model known as the “Internal Service Quality Model” was designed based on the original “GAP Model” developed by Parasuraman. The model evaluated the dimensions, and their...