Complaints made by airline passengers to the U.S. Department of Transportation (DOT) are often used in academic research and in the media as a proxy for the quality of commercial air service in the United States. In this paper, we test whether passengers of network carriers are more likely to...

Innovation is the key to the creation of a sustainable competitive advantage in most industries. Since costs and cost reductions play an important role in service management, the service innovation process must be discussed from a service operations point of view. An important objective of...

The measurement of a service Quality is a relevant issue for organizations. In this paper we describe an application of the Parasuraman, Zeithalm and Berry’s (PZB) conceptual model of service Quality in the field of the water and sewage service. The PZB model determinants have been specialized...

Service quality is seen as an important factor that affects client satisfaction and behavioural intention, which are considered as important contributors of business success. This research investigated the relationships between the three constructs in the context of small and medium construction...

The objective of this research is to propose a tested and validated model based on a variety of customer satisfaction perceptions measures in Malaysia, in both private and public university settings. A convenient sample of 1,200 business students drawn from three public and three private...

In this paper, we present the results of a survey we conducted to unveil the perceptions on accounting services of managing directors of very small enterprises (VSEs) in Canton Geneva, Switzerland. 153 out of a random sample of 1,018 company directors answered our mail survey in May to June...

The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and...

This study aimed to promote the use of mobile transaction services and summarize 13 service items affecting mobile banking transactions, functional programs, and accessibility programs. Furthermore, this study designed questionnaire using ANP (the Analytic Network Process). Three experts from...

Purpose – The purpose of this research is to assess the service quality of central blood bank from blood donors’ perspective. Design/methodology/approach – Data were collected by empirical study in a central blood bank. The instrument captured 354 blood donors’ using a SERVQUAL...

The study examines the positioning of four selected Middle Eastern airlines in the South African business and leisure travel environment. The positioning of the airline indicates how passengers rate the airline based on their expectations of that particular airline in terms of service quality...