Purpose – The purpose of the paper is to investigate the effects of service quality and service satisfaction on intention in a business‐to‐business setting. Design/methodology/approach – This research addresses three unanswered questions regarding satisfaction and service quality: the...

Purpose – The paper aims to investigate how customers may contribute to radical innovation in consultancy services and the conditions needed for customers to be involved in such radical service innovations. Design/methodology/approach – The paper uses a qualitative case study approach...

Purpose – Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service...

Purpose – This paper seeks to propose a new non‐intrusive method for the assessment of speech quality of voice communication systems and evaluate its performance. Design/methodology/approach – The method is based on measuring perception‐based objective auditory distances between the...

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 evaluate the service quality in retail banking in the Middle East in general, and Qatar in particular, based on different levels of customers' perception regarding service quality. Design/methodology/approach – This is an analytical study based...

Purpose – The purpose of this paper is to assess satisfaction of Generation Y (Gen Y) patients in Malaysia. Design/methodology/approach – A patient satisfaction study was conducted on an outpatient clinic at the Health Centre of the International Islamic University Malaysia (IIUM). The...

Purpose – The purpose of this paper is to appraise various service quality models and identify issues for future research based on the analysis of literature. Design/methodology/approach – The paper examines 14 different service quality models reported in the literature applicable to the...

Purpose – Internal organizational orientation of service quality and its impact on service delivery performance of the employees have received considerable attention from financial management literature. The purpose of this paper is to address this issue by conducting empirical research...

Purpose – The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran. Design/methodology/approach – The authors perform a review of the set of attributes which are capable of being incorporated in...