Previous research into the efficacy of the quality assurance standards in the ISO 9000 series has rarely focused upon their deployment in services. The UK standard Investors in People (IiP) has received relatively little research attention as a quality management method. The paper reports an...

Service processes have different performance requirements than those of production processes because of their characteristics. In literature, a few studies can be seen in the field of reliability of service processes. Generally, reliability of service processes is taken into consideration in a...

Although the applications of grey system theory have been prosperous in the engineering field, there are very few applications to the management field. We argue that this theory is worthy of promotion to the management field. Therefore, the main purpose of this study is to demonstrate the...

This paper aims to assess the quality of the service offered by quality consultancies. To this end, an empirical study, using SERVQUAL methodology, was carried out on Spanish companies that had used consultants when introducing their quality system in keeping with the ISO 9000 standards. Company...

The main research question addressed in this paper is how two independent retail outlets in a franchise chain would react to each other on the quality of services. To better explain the interaction, the franchise as an organizational form and its peculiar characteristics compared to the...

The ability of a company to achieve excellence in service quality depends on the determination of service attributes and their desired levels. It depends also on the prioritization of service attributes, using appropriate quality improvement indices, in a consistent manner within the constraints...

Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks. The instrument includes thirty items that belong to the five dimensions of SERVQUAL. The...

Purpose – This paper aims to develop a balanced scorecard for measuring the comparative efficiency of Korean luxury hotels and then set the benchmark of performance standards for Korean luxury hotels in the increasingly competitive hotel industry. It also aims to identify the root causes of...

Purpose – Based upon an extended SERVQUAL model, this paper attempts to measure and compare the service quality between conventional and Islamic banks in Malaysia. Design/methodology/approach – A new dimension, i.e. convenience was added to the existing SERVQUAL model of five dimensions....

Purpose – The purpose of this study is to examine how premium holders of Ghana's Health Insurance Scheme (NHIS) perceive the state of quality healthcare delivery in public hospitals in the country. Design/methodology/approach – Questionnaires were administered to a sample of 250 insured...