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Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

Zameer, Hashim; Tara, Anam; Kausar, Uzma; Mohsin, Aisha - In: International Journal of Bank Marketing 33 (2015) 4, pp. 442-456

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and...

Persistent link: https://www.econbiz.de/10014760542

The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions

Ryu, Kisang; Lee, Hye‐Rin; Gon Kim, Woo - In: International Journal of Contemporary Hospitality Management 24 (2012) 2, pp. 200-223

Purpose – The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions....

Persistent link: https://www.econbiz.de/10014763108

The determinants of satisfaction with e‐banking

Liébana‐Cabanillas, Francisco; Muñoz‐Leiva, Francisco - In: Industrial Management & Data Systems 113 (2013) 5, pp. 750-767

Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience...

Persistent link: https://www.econbiz.de/10014824467

Adopting self-service technology to do more with less

Hilton, Toni; Hughes, Tim; Little, Ed; Marandi, Ebi - In: Journal of Services Marketing 27 (2013) 1, pp. 3-12

Purpose – Employees have traditionally played a major role in the customer ' s service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a customer-technology experience. This paper seeks to use a service-dominant logic lens to gain fresh...

Persistent link: https://www.econbiz.de/10014905412

How personal advisors make a difference in serving “almost rich” bank customers

Wahlberg, Olof; Öhman, Peter; Strandberg, Christer - In: International Journal of Bank Marketing 34 (2016) 6, pp. 904-923

administered to customers of a major Swedish bank. Statistical analyses of the responses were performed. Findings Four service … or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with … the personal advisor influences customer satisfaction with the bank and vice versa. Originality/value The unexplored …

Persistent link: https://www.econbiz.de/10014760643

Service quality in China’s hotel industry: a perspective from tourists and hotel managers

Tsang, Nelson; Qu, Hailin - In: International Journal of Contemporary Hospitality Management 12 (2000) 5, pp. 316-326

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing,...

Persistent link: https://www.econbiz.de/10014762468

An empirical investigation of the impact of non‐verbal communication on service evaluation

Gabbott, Mark; Hogg, Gillian - In: European Journal of Marketing 34 (2000) 3/4, pp. 384-398

Considers the role of non‐verbal communication in consumers’ evaluation of service encounters. Non‐verbal communication has been extensively studied in the psychology and psychotherapy disciplines and has been shown to have a central effect on participants’ perceptions of an event. As...

Persistent link: https://www.econbiz.de/10014721912

Service intangibility and its impact on consumer expectations of service quality

Pleger Bebko, Charlene - In: Journal of Services Marketing 14 (2000) 1, pp. 9-26

Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each...

Persistent link: https://www.econbiz.de/10014904877

International service variants: airline passenger expectations and perceptions of service quality

Sultan, Fareena; Simpson, Merlin C. - In: Journal of Services Marketing 14 (2000) 3, pp. 188-216

The primary objectives of this study are to determine if consumer expectations and perceptions of airline service quality vary by nationality. The study also examines whether the relative importance attributed to service quality dimensions in domestic settings can be replicated internationally....

Persistent link: https://www.econbiz.de/10014904885

Service recovery: Impact on satisfaction and intentions

Spreng, Richard A.; Harrell, Gilbert D.; Mackoy, Robert D. - In: Journal of Services Marketing 9 (1995) 1, pp. 15-23

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

Persistent link: https://www.econbiz.de/10014905534

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