Every student who has studied at the University of Florence is supposed to fill in a questionnaire prepared by the interuniversity consortium "Almalaurea". This survey concerns the general quality of the college and makes it possible to express the level of satisfaction about many aspects of the...

The importance of Total Quality Management (TQM) in today’s business environment is a sine qua non (an indispensable and essential action). This is due to the ever increasing tastes of customers who see service quality as a right owed them by businesses they chose to patronize. This study...

This study investigates Spanish financial institutions' (FIs') propensity to amend and rectify errors deriving from complaints that financial services' users file with the Spanish regulator Complaints Service and how this propensity relates to FIs' risk profile. Under the theory that risk...

This study aims at proposing a modified 7-category fuzzy SERVQUAL to measure service quality for the banking sector. We have added new categories to the conventional SERVQUAL to account for the impacts of the bank’s Corporate Social Responsibility (CSR) initiatives, and e-banking. A...

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,...

In this paper we study homeowner satisfaction with respect to innovative residential heating systems. In particular, we focus on the role of attributes of the home, homeowners’ socio-demographic characteristics, RHS-related knowledge, and adoption motivations. For this purpose, we apply a...

As a result of recent global trends, high street retailers are under increasing pressure to sustain the low cost business model whilst at the same time fulfilling the needs of an increasingly demanding consumer. This paper examines customer expectations of product quality and customer...

The present demand of customers is not merely focusing on the product itself, but also on the process delivering it, as a source of value for the customers. As a result, delivering service quality is important in order to gain customer satisfaction. In the past five years, Islamic Bank in...

This study aimed to evaluate what impact service quality that underlies the SERVQUAL model has on customer satisfaction in Saudi Arabia¡¯s banking sector. The study was quantitative in nature and involved distributing a structured, pre-tested, self-administered questionnaire that was based on...

This study sets out to investigate the relationships service quality, customer perceived value and customer satisfaction in six large software companies of Iran. To this end, after reviewing the related literature, the effective factors in the service quality, customer perceived value and...