• Enterprise Rent-a-Car: Measuring Service Quality
    Enterprise Rent-A-Car: Measuring Service Quality Abstract This case study is dealing with research and different ways of tracking customers’ satisfaction as well as customer insight. Enterprise Rent-A-Car: Measuring Service Quality Enterprise Case study What decisions h
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  • Application of Servqual Model on Measuring Service Quality: a Bayesian Approach
    Enterprise Risk Management ISSN 1937-7916 2010, Vol. 1, No. 1: E9 Application of Servqual Model on Measuring Service Quality: A Bayesian Approach Dr. K. Ravichandran, Assistant Professor, College of Business Administration in Alkharj, King Saud University, P O Box 165, 11942, Alkharj, Saudi Ar
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  • Service Quality
    INTRODUCTION In today’s fast-paced and increasingly competitive market, the bottom line of a firm’s marketing strategies and tactics is to make profits and contribute to the growth of the company. Customer satisfaction, quality and retention are global issues that affect all organizations, b
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  • Retail Service Quality
    A Measure of Service Quality for Retail Stores: Scale Development and Validation Pratibha A. Dabholkar Dayle I. Thorpe Joseph 0. Rentz University of Tennessee, Knoxville Current measures of service quality do not adequately capture customers 'perceptions of service quality for retail stores (
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  • E-Servqual- a Multiple-Item Scale for Assessing Electronic Service Quality
    E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality A. Parasuraman University of Miami Valarie A. Zeithaml Arvind Malhotra University of North Carolina at Chapel Hill Using the means-end framework as a theoretical founda- tion, this article conceptualizes, constructs, re
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  • Concepts of Service Quality Measurement in Hotel Industry
    Dr. sc. Jasmina Gržinić Assistant Professor Department of Economics and Tourism «Dr. Mijo Mirkovic» University Jurja Dobrile in Pula CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY UDK / UDC: 640.41(658.562) JEL klasifikacija / JEL classification: L83 Stručni rad / Professional
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  • Service Quality—from Definition to Measurement
    Service Quality— From Definition to Measurement Introduction In recent years, more and more companies start to concentrate on the quality of their products. The products could be tangible as physical goods, or intangible like the service. This article is more about the service product. Since
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  • Analysis of Service Quality Parameters Among Co-Operative Banks - a Study with Respect to Kerala
    Analysis of Service quality parameters among co-operative banks - a study with respect to Kerala Abstract Measuring customer satisfaction is critical in the process of serving the customer. The importance of improving service quality in the banking industry is highly considered for achieving
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  • A Study of Service Quality of the Singapore Book Industry
    The University of Bradford A Study of Service Quality of the Singapore Book Industry Being a Final Year Project Paper submitted in partial fulfillment of the requirements for the degree of Bachelor of Science (Honours) in Business and Management Studies (Marketing) In the University of B
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  • Service Quality at Westside
    INTRODUCTION The subject area of service marketing was not really dealt with until the 1970’s either in Europe or USA. Since that time it has grown considerably and has received much attention from various authors. According to the Nordic School, service marketing is the recognition that contac
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  • Service Quality
    CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010
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  • Sq Service Quality
    The current issue and full text archive of this journal is available at www.emeraldinsight.com/0968-4883.htm QAE 18,4 Quality assurance in post-secondary education: the student experience Dennis Chung Sea Law Caritas Francis Hsu College, Hong Kong Abstract Purpose – A major focus of the
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  • Banking Service Quality in Vietnam: a Comparison of Customers’ and Bank Staff’s Perceptions
    Banking Service Quality in Vietnam: A Comparison of Customers’ and Bank Staff’s Perceptions Yu-Ping Lee, Lecturer, Department of Business Administration, NGUYEN TUAN ANH, MBA, Graduate School of Business Administration, Ching-Yaw Chen, Professor, Graduate School of Business Administration, Shu-
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  • Service Quality and Loyalty in Extra Curricular Activities
    Service quality and loyalty 2. Introduction 2.1 Background 2.1.1 Organization introduction The association for industrial relations with the community is the educational branch of the Manufacturers Association of Israel. In 1992 the latter association has formed the ‘Think Industryâ
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  • The Impact of Service Quality and Customer Satisfaction in Airline Industry in Hong Kong
    Section 1: Introduction 1.1. Choose the Topic of Justification According to the result of part A, the author has better understanding on her personality and preferable learning styles. And it briefly explained the reason that the author to select this topic. Working human resources in se
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  • Service Quality
    Service Quality in a Chain-operated Steakhouse Allan Yen-Lun Su, Ph.D. E-mail: allansu@cc.nkhc.edu.tw Department of Baking Technlogy and Management, Kaohsiung Hospitality College Abstract This study attempts to measure customers’ perceptions of service quality in a chain-operated stea
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  • Service Quality for School Medical Services, Philippine Setting
    INTRODUCTION Clinic is one of the services of a school that most of the students go to avail. The students doesn’t actually pay for them when they go there but the clinic fee is included in the miscellaneous of their tuition fees, so, technically speaking it is a profitable organization inside
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  • Consumer Perception of Public & Private Sector Banks: a Service Quality Approach
    The current issue and full text archive of this journal is available at www.emeraldinsight.com/1753-8394.htm IMEFM 2,4 Customer perception on service quality in retail banking in Middle East: the case of Qatar Mohammed Hossain and Shirley Leo Department of Accounting and Information Systems,
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  • Customer Participation on Service Quality.
    CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospita
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  • Service Quality: a Measurement Dilemma
    Service quality: a measurement dilemma Joita Sen Abstract Purpose Services are the drivers of every growing economy. Providing quality services is priority for all service providers, in turn essential for expanding market share. Service quality eventually needs an added attention due to its
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