Both empowerment and the use of emergent technologies are ways to cope with increasing competition and customer demands on service industries. The relationship between empowerment, technology and behaviour at the service encounter is, however, sparsely documented. This article offers a...

The present study evaluates the customer perceptions of service quality in selected private sector banks. Data was collected from 200 customers of ICICI and CUB using structured questionnaire. Gap analysis and Multi regression were used fro analysis of data. The result shows that the dimension...

The aim of this paper is to explore the most common challenges, difficulties, common myths and problems that both Total Quality Management and Six Sigma met in the service organization and the way they had been adopted and implemented. Expected scientific results will suggest that just like any...

This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online...

Intensification of public transport in urban areas due to increased mobility at regional and national levels, discrepancies among urban areas with same population and lack of statistical data related to performance and quality of public transport services are the main determinants of this paper....

In this article, the results of the survey examining quality of service in spa hotels are interpreted. Research was conducted in five spas in West Morava region during August and September 2008. Service quality was measured with a model based on SERVQUAL model. Collected data were analyzed using...

Hotels have become an important aspect of a destination. It is therefore necessary to carry out evaluation of various studies and underpinning concept of quality models used in creating and sustaining leading service culture in hotels. This paper seeks to evaluate some of these expert frameworks...

The purpose of the study is to examine customers’ perceptions of service quality in the Croatian hotel industry. The aim is to assess the perceived service quality of hotel attributes and to determine the factor structure of service quality perception. A modified SERVQUAL scale was used to...

Empowering patients and understanding their views should be central to activities at the Pri-mary Health Care Level. This is because community cooperation and involvement is a high priority of the primary Health Care. This study, based on administered questionnaire to users of primary Health...

Globalization has an oblique impact on people’s way of life and norms. Some companies in the telecommunications industry have indeed found it difficult to adjust to the new customer behavior patterns, especially in the matters of customer preference and requirement. Such that a noticeable gap...