Purpose – This research paper aims to identify dimensions of patient‐perceived total quality service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient‐perceived TQS on patient satisfaction is examined. Design/methodology/approach – A questionnaire has been...

Purpose – The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”). Design/methodology/approach – Based on the existing models and the literature on...

Purpose – The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India....

Purpose The purpose of this paper is to identify and assess the perception of customers (students) about the services provided by Brazilian universities, through the identification of the attributes that impact on customer satisfaction and the dimensions or factors related to quality in...

Purpose – The purpose of this paper is to investigate bank customers' attitudes toward various bank services. Design/methodology/approach – The design includes a survey, which looked into determinants of customer satisfaction in the retail‐banking sector in the Middle East, with particular...

Purpose – The purpose of this research is to examine an empirical model of marketing strategy and shareholder value through customer satisfaction and financial performance by using a value‐based marketing approach on organisations listed in Amman Stock Exchange Market operating in Jordan....

Purpose – The purpose of this paper is to examine whether or not marketing academics practise what they preach. Are they marketing‐oriented in their main business of knowledge creation and dissemination? Design/methodology/approach – The epistemological marketing literature and performance...

Purpose – The purpose of this paper is to discuss the integration of information technology (IT) systems and the strengthening of customer service to raise business competitive advantage. Design/methodology/approach – The case company uses IT systems to integrate customers and suppliers. In...

Purpose – There is a small but growing body of empirical research examining benefits of corporate social responsibility (CSR) beyond traditional, accounting‐based financial benefits. To extend this body of research in contexts outside of Europe and the USA, the purpose of the present paper...