Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach – A convenience sample of 498 respondents...

Purpose The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence” in service compared to perception of “good” service. In addition, provide a three dimensional (3D) model...

Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the...

Purpose – Due to the rapid development of automotive industry, China has become the world first in car production and consumption. However, under the pressure of environment pollution, traffic congestion and parking restriction in big cities, the car rental service, as an alternative solution...

Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare...

Purpose – The purpose of this research is to investigate the degree of satisfaction and loyalty of Chinese and Swiss fast‐food consumers. The aim is to compare Chinese/Swiss consumers' perception of meal quality, service quality, price and their influence on their satisfaction and loyalty....

Presents a synergy and integration of marketing and operations for continuous quality improvement in a service setting. Discusses measurements, improvements, and responsibilities of service quality. Integrates a service quality evaluation tool (SERVQUAL) and a service quality improvement tool...

Statistical process control (SPC) can be applied to service processes, but the framework and methods may deviate from applications in industry. This was investigated in several pilot projects covering a range of service processes. Three main issues emerged. First, in addition to the traditional...

Service quality evaluation is one of the main issues that have recently drawn managers’ and researchers’ attention. The definition of an evaluation standard not dependent on any particular service context has determined the popularity of many different quality tools. In this paper we show a...

Purpose – The aim of this paper is to examine educators' perceptions of service quality in secondary schools. Research into service quality in a secondary educational context is somewhat scant, and where investigations have been undertaken, very little has been conducted from the educators'...