An attempt has been made to address the service quality gaps in the telecom sector of Pakistan as well as interrelations of service quality attributes with customer loyalty. Based on applicability and suitability in different industries, SERVQUAL scale has been used in this study to measure the...

This study assessed employee perceptions of service quality in the Namibian hotel industry using the SERVQUAL approach.  The data for the study were collected from 77 employees drawn from two large hotels in Windhoek who were surveyed using a questionnaire covering five service quality...

In the ever more competitive nature-based tourism market, service providers must maintain every edge to remain competitive. Owing to the customer-oriented service endeavours, tourism enterprises, either private or public, need to improve their service offerings so as to retain or improve their...

"Customer satisfaction" surveys can be aimed not only at assessing the end (or external) customer's satisfaction but also at providing the satisfaction level of a company's internal customers (its Business Line) with their internal Suppliers. In fact the quality of internal services is a key...

Technological innovations in the tourism industry have significantly influenced the communication channels between service providers and potential travelers. Virtual travel communities (VTCs) are now popular and influential venues for tourism information sharing, yet little is known about...

The sizeable literature on service success suggests that service quality is a major success factor in that it drives customer retention and market share; the service provider's ability to capitalize on scale economies is also an antecedent of success. This literature, however, generally studies...

Service quality and customer switching behavior are among the most important factors that affect service companies' market share and profitability, yet they remain understudied in China's service sectors. This study surveys 400 customers to explore the perceived importance of various aspects of...

The major aim of the research paper is to measure the quality of service offered by Raiffeisen Bank in Romania. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five dimensions of SERVQUAL model i.e. reliability, assurance,...