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...

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...

Recent-rising crude oil prices have impacted on the development of the air-freight industry making improved service quality and competitiveness— pressing issues for management. To examine the performance of China Airlines this paper employs quality function deployment to integrate inside...

There are increasing numbers of complaints by passengers regarding the quality of air services. This paper looks at the ways in which complaints are dealt with and the degree to which unsatisfactory experiences are reported and the ways in which they are handled. A survey conducted at Taoyuan...