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Which incremental innovations should we offer? : comparing importance-performance analysis with improvement-gaps analysis

Tontini, Gerson; Picolo, Jaime Dagostim; Silveira, Amélia - In: Total quality management & business excellence : an … 25 (2014) 7, pp. 705-719

Persistent link: https://www.econbiz.de/10010393834

Beyond SERVQUAL : the competitive forces of higher education in Singapore

Yeo, Roland K.; Li, Jessica - In: Total quality management & business excellence : an … 25 (2014) 2, pp. 95-123

Persistent link: https://www.econbiz.de/10010234654

Customer-oriented constructive deviance as a reaction to organizational injustice toward customers

Gong, Taeshik; Sun, Pengchang; Kang, Min Jung - In: The Cornell hospitality quarterly 63 (2022) 1, pp. 119-135

Persistent link: https://www.econbiz.de/10012800216

Electronic banking service quality : perception of customers in the Greater Accra Region of Ghana

Tetteh, Joseph Emmanuel - In: Journal of internet commerce 21 (2022) 1, pp. 104-131

Persistent link: https://www.econbiz.de/10012801988

The impact of service quality on customer satisfaction : the role of price

Sri Lestari Prasilowati; Suyanto, Suyanto; Safitri, Julia; … - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 451-455

Persistent link: https://www.econbiz.de/10012692360

The effect of product knowledge and service quality on customer satisfaction

Al Idrus, Salim; Abdussakir, Abdussakir; Djakfar, Muhammad - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 927-938

Persistent link: https://www.econbiz.de/10012692590

Relationship between service quality, consumer values, satisfaction and loyalty : an empirical study of a shopping mall

Campos, Domingos Fernandes; Barros, Kelson Wagner da Silva - In: International journal of services and operations … 39 (2021) 4, pp. 541-562

Persistent link: https://www.econbiz.de/10012693067

Digital banking in Northern India: the risks on customer satisfaction

Kaur, Balijinder; Kiran, Sood; Grima, Simon; … - In: Risks : open access journal 9 (2021) 11, pp. 1-18

The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means...

Persistent link: https://www.econbiz.de/10012705000

Impact of service quality, customer satisfaction and switching costs on customer loyalty

Nguyen Thanh Do; Pham Thanh Van; Tran Dung Manh; Pham … - In: Journal of Asian finance, economics and business : JAFEB 7 (2020) 8, pp. 395-405

Persistent link: https://www.econbiz.de/10012670698

Service quality perception and customer satisfaction in Islamic banks of Oman

Alam, Naushad; Al-Amri, Hanin Abdulrhman - In: Journal of Asian finance, economics and business : JAFEB 7 (2020) 9, pp. 499-504

Persistent link: https://www.econbiz.de/10012670930