Purpose The purpose of this paper is to explore the possible result of librarians’ professional commitment on the delivery of quality library services. Thus, the aim is to investigate the relationship between professional commitment and library customers’ perceived service quality of the...

Purpose – The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student population. The goals were: to highlight the importance of student population as in the long run profitable market for...

Purpose – The purpose of this paper is to better predict customers’ behavioral intentions (BI) by developing and empirically testing an integrative conceptual framework that allows us to investigate the mediating role of corporate image (CI) and switching barriers (SB) in the...

Purpose This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. The purpose of this paper is to examine the effect of customer...

Purpose – The purpose of this paper is to assess the relationship between service quality, customer satisfaction and customer loyalty among industrial customers of the public electricity utility organisation in Malawi using correlation and regression analyses. Design/methodology/approach – A...

Purpose The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions. Design/methodology/approach The empirical study involved seven Swedish SPA hotels....

The inventor of the first personal computer in the world advocates a conceptual shift in the way companies will have to nurture customers and seek innovations in products or services that were designed to satisfy yet to be defined needs.

Purpose – The purpose of this paper is to understand the customer perception of service quality with respect to the e-Government services in Oman and conduct an investigation in order to determine the key factors that affect the quality of e-Government services in Oman....

The banking industry in Hong Kong plays a significant role in the international financial arena. Because of increasingly competitive pressure from domestic and overseas banks, Hong Kong banks must improve service quality and care about customer demand. They must tightly control cost and improve...

Purpose – The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other...