The purpose of this study is twofold: 1. examine the relationship between service quality dimensions and customer satisfaction with bank territorial units; 2. establish which quality measure method out of the four considered in this study should be applied in order to better determine the areas...

This paper examines the link between a supplier's marketing and service operations and its business customers' subsequent repatronage behavior. We develop a dynamic model of service contract renewal for an individual firm, at the contract level, recognizing interdependencies among service...

This study examines the adoption of balanced scorecard (BSC) in Malaysian local authorities (MLA). Using a questionnaire survey, this study assesses whether high level of BSC adoption in the local authorities in Malaysia would eventuate high service quality. This study uses variables of BSC...

Less developed countries (LDCs) have given increasing emphasis to reduce the role of the government and to reform public sector management by adopting business-like management practices. Public sector reforms in Sri Lanka have been an interesting strategic initiative in the attempt to achieve...

Consumers suffer from important information asymmetries with respect to safety quality, being the case that when a passenger boards a plane she does not know whether she is choosing a safe or risky airline. However, service quality is more directly perceived by passengers. In this paper, we...

This exploratory study examines the success of electronic banking systems implementation in a developing nation environment. We use the DeLone and McLean (D&M) Information System (IS) success model as a theoretical framework to examine the success of IS implementations in one national bank and...

The aim of this research is to examine the relationship between the e-service quality dimensions and customer satisfaction of banks in Jordan. Using a structured questionnaire, the primary data was collected from 457 customers who had e-banking transactions with banks in Jordan. Multiple...

Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...