The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of service for hotels is...

This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling...

Purpose – This study aims to bridge the gap in the literature in measuring the service quality in E-commerce such as process quality, outcome quality and recovery towards customer's satisfaction. Design/methodology/ approach – A field survey carried out with the help of questionnaire derived...