This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customer satisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural...

The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect....

Purpose: This study investigates the effects of hotel employees' service attitude on service quality and examines the relationships among hotel employees' service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel...

The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means...

Purpose: Based upon an extended SERVQUAL model, this paper attempts tocontribute to the Islamic banking literature by examining the impact of digitalization,as a service quality dimension, on customer satisfaction. Design/methodology/approach: Two dimensions, i.e., digitalization andcompliance,...

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the...

The paper examines the relation between Vietnam Airline domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing the Skytrax scale with some modification along with Cronbach's alpha, exploratory factor analysis, and multiple regression analysis....

Purpose This study aims to assess the degree of satisfaction regarding service quality provided by the Transportation and Communications Division of the Regional Unit of Kavala, Greece. The main purpose of the study is accomplished through the development and the empirical testing of a...

Banks offer technology-based self-service banking such as mobile banking applications to keep up with technological advancement. The usage of this application requires quality service delivery. However, there is a dearth of literature on post-adoption and service quality assessment of mobile...

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service...