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 – The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics. Design/methodology/approach – Based on a rich combination of extensive literature review and insights gained through exploratory...

Purpose – Many traditional retailers use the internet as a complementary business channel while “pure player” retailers only sell products via the internet. The question of who is better at offering electronic physical distribution service quality (e‐PDSQ) is open to debate. But, despite...

Purpose – The purpose of this paper is to test the moderating effects of technological and demand uncertainties on the relationship between supply chain integration and customer delivery performance. Design/methodology/approach – Based on a survey questionnaire with 151 participants in the...

Purpose – The purpose of this paper is to develop a scale for the measurement of service quality in pharmaceutical supply chains. Design/methodology/approach – A total of 413 pharmaceutical retailers working in the two biggest cities of Pakistan responded to a survey. Confirmatory factor...

Purpose – The purpose of this paper is to develop a scale for measuring perceived service quality for public hospitals from the user's (patient's) perspective. The objective is to measure perceived service quality of public hospitals. Design/methodology/approach – Standard scale development...

Purpose – The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private hospitals in New Zealand. Design/methodology/approach – In a cross‐sectional survey grounded in Bagozzi's...

Purpose – The purpose of this paper is to investigate the problems patients and caregivers have with using medicines appropriately, their desire for assistance with managing medications and their self‐perceived need for the Australian Home Medicines Review (AHMR). Design/methodology/approach...

Purpose – The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and...

Purpose – This paper aims to investigate how students perceive the services they are offered at a German university and how satisfied they are with them. Design/methodology/approach – An evaluation study using a new tool to measure 15 dimensions of student satisfaction at an institutional...