Purpose – The aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for...

This paper investigates the effectiveness of the critical success factors (CSFs) of total quality management (TQM) on customer service management (CSM) in the Nigerian banking industry. The empirical study was conducted via a survey on six, out of the 22 banks that have implemented TQM due to...

Purpose – The aim of this paper is to examine the degree of how customer service management (CSM) affects perceived business performance measures (PBPM) in Malaysian banks and finance companies. Design/methodology/approach – The aim was achieved through an empirical study involving a survey....

Purpose – The purpose of this paper is to test the relationship between perceived empowerment practices and Chinese service employee service effort and turnover intention, also to examine the mediating role of employee job attitudes in this relationship. Design/methodology/approach – To test...