Purpose – The purpose of this paper is to model the consequences of achieving better service quality in e‐services. Design/methodology/approach – The conceptual model is developed though a survey of literature on e‐services and allied domains and validated through a survey of users of...

Purpose – The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context. Design/methodology/approach – Internet...

Purpose – The purpose of this paper is to assess customers' perceived value of professional services and how this influences satisfaction, loyalty and ultimately retention. Design/methodology/approach – A survey is conducted among professional service providers in the Tampa Bay, Florida...

Purpose – The aim of this paper is to understand the differences across various quality dimensions and how these contribute to experienced quality and satisfaction among users. Design/methodology/approach – The study applies the Kano model of attractive quality to a destination (in this case...

Purpose – The purpose of this paper is to show how value equity and its subdimensions of service quality, cost, and convenience drive customer satisfaction among business and leisure travelers who are attending events (e.g. conventions, expositions, parades, cultural events) in Macau, China....

Purpose – The paper first aims to analyse the role and functionality of geocollaborative portals in assisting collaborative trip planning processes and then it seeks to develop and test a model for measuring the multi‐dimensionality of customer value perceived by system users....

Purpose – It has been accepted that enhancing the satisfaction of employees, especially customer‐contact employees is important as they can significantly and positively influence customers' satisfaction. In order to improve satisfaction of customer contact employees – caddies in Chinese...

Purpose – In this study, service convenience and service quality are used as proxy constructs of customer's and supplier contributions co‐create customer value. The purpose of this paper is to test the relationship between service convenience and customer satisfaction based on the direct and...

Purpose – The objectives of this study are twofold: to investigate the impact of service encounter quality dimensions on perceived value, customer satisfaction, and loyalty, and to examine the moderating effect of perceived risk on the relationship of loyalty with perceived value and customer...

Purpose – The financial services market is constantly changing in terms of both competition and consumer behaviour. Customer switching is increasing, while bank marketers attempt to maintain a loyal customer base, in order for the banks to survive and be profitable. The aim of this research...