This study examined relationships between quality of supervision, supports and barriers to quality service, job satisfaction and quality of services and products provided by a large professional services organization. Data were collected from 999 managers and professional field staff using...

Banking has traditionally operated in a relatively stable environment for decades. However, today the industry is facing dramatically aggressive competition in a new deregulated environment. Positioning is an attempt to distinguish the bank from its competitors along real dimensions in order to...

Purpose – The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness. Design/methodology/approach – A new approach is proposed, in which SERVQUAL and overall administration...

Purpose – Retaining and cultivating customer loyalty has become increasingly important for loyalty programme providers and retailers due to the highly competitive environment. The purpose of this paper is to develop and test a model investigating how loyalty programme service quality (LPSQual)...

This study investigated the viability of using a Pan‐European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental...

Purpose – The purpose of this paper is to investigate the relationship between customer satisfaction and six dimensions of service quality (CARTER model) in Islamic banks of Pakistan, the UK and UAE. Design/methodology/approach – This study uses a sample of 225 customers of Islamic banks; 75...

Purpose This paper adopts an existing body of theory (gaps model of service quality) and aims to further contribute to it. The theory building within this paper is expected to represent an extension to the existing theory, particularly with regard to the reconceptualisation and redefinition of...

Purpose – The purpose of this paper is to empirically test the proposed measure of sports service quality (SSQ) and examine the relationships between emotional experience (EE) and user satisfaction (US) for sports competitions/training venues (i.e. for the sport of badminton)....

How do you promote a restaurant if you are restricted in your ability to advertise? This question has been exercising the Salisbury YMCA of Hong Kong which suffered a 15 percent decline in customers of its Food and Beverage Division between 1994/1995 and 1998/1989. Being a non‐profit making,...

Ensuring customers are satisfed by delivering ‘value’ poses a number of challenges dependent not only on the product or service offered but also the type of customer served. Who are your customers and what are their requirements? When and where should value be delivered? To what extent are...