The present study investigates the factors that affect visitors’ satisfaction and their future behavior. A survey based on the dimensions of SERVPERF among 632 visitors in two distinct in terms of atmosphere, exhibits and activities museums, the Archaeological Museum and the Museum for Science...

This study presents the development of a conceptual model that demonstrates the dynamic nature of the relationship between service quality and delegate satisfaction in the conference sector, based on theories derived from social psychology and previous research in the marketing, management, and...

The purpose of this study was to test how potential customers' perceptions of a hotel's corporate social responsibility activities, service quality, and transparency affect relationship quality constructs such as trust, satisfaction, and customer loyalty. Our research design consisted of...

Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction...

This article reviews the major insights of the economics literature regarding the design of service quality regulation in public utility industries. The focus is on generic service quality issues of primary relevance in the industries, which include the electricity, telecommunications, and water...

En este trabajo se revisan algunos aspectos metodológicos, conceptuales y operativos, relacionados con la evaluación de la calidad en el sector servicios. También se presenta un estudio empírico con el que se pretende contribuir a la medición de la calidad en el ámbito de los servicios...

Purpose – In contemporary service economies, consumers have increasingly demanded better services in the service exchange. Gaming destinations have made great efforts to improve their casino services. The purpose of the study is to identify levels of casino customer expectations, perceptions,...

Contemporary hotel industry is facing many challenges which are closely connected to the changes that occur both in the field of tourist demand and tourist supply. The changes refer to quality of services at first place, since the needs of tourists change rapidly towards higher quality and...