Purpose: An extended SERVQUAL instrument is developed, validated and used to measure perceived service quality delivered to students by business schools in an emerging market economy. Design/ Methodology/Approach: The study adopts a quantitative approach. A longitudinal survey is conducted with...

La calidad de servicio y la satisfacción son constructos que han recibido una gran atención en la literatura de marketing, siendo elementos centrales de muchas investigaciones. Sin embargo, las relaciones entre ambos todavía no están claras. Por ello, en el presente trabajo, se contrasta...

Excellent service quality is crucial to business survival in the present banking environment in order to gain competitive advantage and corporate profitability. Thus, it is essential to analyze the means of measuring and evaluating service quality provided by banking institutions as they adjust...

Museum is not just being seen as an important tool for community development and helping in promoting cultural conservation. It is also one of the niche products of Malaysia cultural heritage tourism attraction that could affect the growth of the tourism industry in the country. This paper...

We discuss the impact of organizational workload on professional service outcomes, such as survival rates in hospitals. The prevailing view in the literature is that service quality deteriorates when organizational workload increases. In contrast, we argue that the relationship between workload...

Conventional economic growth actually measures throughput, not accumulated wealth, as conventional growth measurements do not take account of the short life of goods and the loss to the economy when they are discarded. This article argues that society should be seeking growth in the quality of...

This paper seeks to examine the healthcare service delivery and customer satisfaction in Fiji. This study uses the functional and psychological dimensions of customers' satisfaction as the basis for formulating a strategy for delivering healthcare services to the best of customer/patient's...

In this paper, we examined the reliability of Funtone software and its impact on quality service to the user. As Global System for Mobile (GSM) software is relatively new in the market and the level of awareness of its quality service is low; the need for quality assessment of these services...

Customer-driven orientation for continuous improvement is an essential element embedded in the service industry. Sales representatives stress the unique qualities of their products or services to emulate and improve upon existing and potential competitors resulted in making their customers...