Purpose – The purpose of this paper is threefold: first, to identify the dimensions for evaluating the service quality of internet service providers (ISPs); second, to investigate the relationship between service quality and customers’ behavioural intentions; and third, to investigate the...

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction,...

Purpose – The purpose of this paper is to address the question of service quality in the higher education sector in the business management area, with the research objective to explore the dimensions of service quality and assess performance of higher educational institutes (HEIs) in business...

Purpose – This study aims to investigate the antecedents to service quality and their relationship with affective evaluations of customers of internet service providers (ISPs) in Thailand. Design/methodology/approach – In order to achieve the research objectives, a model is proposed. The...

Purpose – This paper aims to report the development of an Islamic service quality scale that is derived from the literature, verbal protocol method interviews, and survey. Design/methodology/approach Design/methodology/approach – Verbal protocol interviews were conducted with 24 men and 12...

Purpose – This study aims to analyze the relationships between Chinese students' behavioral intentions, satisfaction, service quality, perceived value, and university image. A multi-level modeling approach is used to examine the relationships between these higher order constructs. In addition,...

Purpose The purpose of this paper is to study the nonlinear impact of quality dimensions of third-party logistics (3PL) services on customer satisfaction and loyalty. Design/methodology/approach By interviewing 167 small-size companies, and using penalty and reward contrast analysis, the paper...

Purpose The purpose of this paper is to establish the effects of service quality of sports centers on customer loyalty and intention to adhere to exercise. Design/methodology/approach In total, 500 questionnaires were distributed to five sports centers located in the city of Seoul, of which 472...

Purpose The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin...

The paper examines the perceptions of overseas' students of the service quality delivered by 10 educational institutions in Western Australia. Their expectations in relation to service quality are also measured using the SERVQUAL model. Groups of students with distinct expectations are...