There is a great need for empirical research to evaluate internal organizations’ (e.g. information system department, accounting department, and purchasing department) service quality. In this study, a model to describe the interactions between internal organizations and the processes they...

The banking industry in Hong Kong plays a significant role in the international financial arena. Because of increasingly competitive pressure from domestic and overseas banks, Hong Kong banks must improve service quality and care about customer demand. They must tightly control cost and improve...

Purpose – The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other...

Purpose – Considering the significance of customer satisfaction and commitment in the competitive banking industry of developing countries, the purpose of this paper is to investigate the alternative relationships of satisfaction with various types of commitment, benefits, quality and trust....

Purpose – The purpose of this paper is to acknowledge the potential complexities in conventional notions of e-government service environments, which have earlier been conceptualized as a two party interaction system where the government is the service provider and other entities such as...

Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS....

Purpose The purpose of this paper is to promote and analytically verify an advanced assessment design to evaluate service quality (SQ) especially in postgraduate higher education. Design/methodology/approach This research adopts a quantitative approach through a survey method. A structured...

Purpose The purpose of this paper is to discuss the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high-involvement service settings, based on the premise that any...

Purpose The purpose of this paper is to investigate patients’ views toward the perceived service quality of public and private healthcare service providers. Determinants of healthcare service quality were compared by carrying out a GAP analysis to equate perceived and expected services and...

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on...