Purpose The objective of this study is to examine the impact of PAKSERV model on customers' satisfaction, loyalty and trust in Malaysian Islamic banks. These comprehensive measures concern on the cultural dimension of service quality by focusing on the mediating role of trust in the Malaysian...

Quality of Service and User Satisfaction in Health System form a topic with academic and managerial importance. Knowledge on variables that influence this indicator will help guide the strategies and/or actions aimed at improving service. In this sense, the goal of this article consists in...

Chapter 1 The Fan Principle: Fans and Fan Customers -- 1.1 What it is about -- 1.2 What is a fan? -- 1.3 From Fan Principle to FANOMICS: What is a Fan Customer? -- 1.4 The FANOMICS Basis: The Fan Indicator -- 1.5 The Fan Rate as a KPI -- 1.6 The Fan Portfolio -- 1.7 Bibliography -- Chapter 2 The...

Purpose This paper analyzes how quality management in Ecuador’s national parks is explained through the quality practices contained in Deming’s quality principles from the point of view of employees. Design/methodology/approach Quantitative research was conducted with the participation of...

Purpose Despite the severe impact of the COVID-19, Maldives was one of the top destinations which witnessed decent tourist arrival amid the pandemic. This study aims to analyze luxury hospitality experiences of guests amid COVID-19 pandemic. Design/methodology/approach This study is exploratory...

Purpose We respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty....

Purpose This study aims to analyze how corporate social responsibility (CSR) moderates the direct effects of satisfaction, service quality and trust on consumer bank loyalty. Design/methodology/approach A survey was conducted with 258 consumers who had held a bank account for at least six months...

Purpose The purpose of this study is to examine crisis effects on customer satisfaction and underlying drivers by adding a new set of data to previous research. The core questions are: are the findings from Hallencreutz and Parmler (2019, 2021) sustained or can new customer demands, needs,...