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...

Purpose – This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach. Design/methodology/approach – This model starts with SERVQUAL measurement scales consisting of six dimensional...

Purpose – The purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context. Design/methodology/approach – Study 1 derived scale items from the literature by content analysis. Study...

Purpose – The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM‐SERVQUAL instrument was developed to meet an appropriate measurement of such services. Design/methodology/approach – The development of FM‐SERVQUAL based on...

Purpose – This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services. Design/methodology/approach – A research model was designed to identify multi‐dimensions of mobile service quality and perceived value, and investigate their...

Purpose – The purpose of this paper is to study the impact of customer care experiences voiced online on consumer choice of brand or company when purchasing products and services by including the level of usage of these sites, and consumer opinions about whether or not their comments would...

Service and product support are increasingly critical elements in the achievement of customer satisfaction and winning new markets. The success of a product support strategy depends on how effectively these services are delivered. The focus of this paper is on performance enhancement through the...