Purpose – The aim of this study is to develop a structural model and test it in the parcel delivery services business‐to‐business market in order to identify how services quality influences relationship quality and to determine the interactions between constructs of relationship quality....

Purpose – This study aims to identify the dimensions recognised by customers when assessing quality in the automotive repair industry. It further examines potential variations in customers' perceptions of service quality based on their purchase behaviour designating different loyalty patterns....

Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall...

Purpose – The purpose of this study is to identify grey consumers' perceived service quality at department stores and to examine the relationships between perceived service quality, their satisfaction and loyalty to those stores. Design/methodology/approach – A structured questionnaire was...

Purpose – The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ). Design/methodology/approach – The authors present exploratory research developing a conceptualization of service...

Purpose – The purpose of this paper is to explore the relationship between audit service quality, client satisfaction and loyalty to the audit firms. SERVQUAL model was used to measure the perceptions and expectations of public listed companies on the services received from audit firms....

Purpose – The purpose of this paper is to model the consequences of achieving better service quality in e‐services. Design/methodology/approach – The conceptual model is developed though a survey of literature on e‐services and allied domains and validated through a survey of users of...