Purpose – The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality. Design/methodology/approach – Two separate surveys were distributed to...

Purpose – The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting. Design/methodology/approach – A mail survey was conducted at a major mobile communications company in mainland China....

Purpose – The aim of this paper is to assess the service quality of a small airline, Air Mauritius, using the SERVQUAL model and to determine the relative importance attributed to service quality dimensions by international tourists. Design/methodology/approach – A sample of 140...

Purpose – The purpose of this paper is to show how firms can enhance their service quality to increase customer satisfaction and thus financial performance? In answer to this question, four factors (i.e. employees, perceived service quality, customers, and financial performance) are critical...

Purpose – There are many features which have been regarded as having a critical role in supporting service quality. The purpose of this research is to identify which management practices support service quality. Design/methodology/approach – A questionnaire survey of medium and large‐sized...

Purpose – The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial...

Purpose – This paper seeks to review service quality factors of the airline industry, and to rank these factors in Iranian society. It aims to introduce a fuzzy TOPSIS approach for this purpose. Design/methodology/approach – The research was conducted among graduate students of the...

Purpose – The purpose of this paper is to critically evaluate the contributions of six sigma methodology to the improvement of service quality. Since its development in the late 1980s, six sigma has been extensively applied in manufacturing and quasi‐manufacturing settings. This study aims...

Purpose – The purpose of this paper is to explore the causal relationship between service quality dimensions and overall service quality, and to identify service quality gaps as experienced by the subscribers of the mobile services of Ethiopian Telecommunication Corporation (ETC)....

Purpose – The purpose of the paper is to analyse empirically the causal relationships between quality management, service quality and business success in German logistics companies. Design/methodology/approach – The paper develops a measurement instrument of logistics service quality by...