Purpose Improving health outcomes requires a robust health-care service model that delivers cost-efficient services and increase customer patronage. The purpose of this study is to examine how service quality and convenience influence perceived value, satisfaction and customer patronage of...

Purpose In the literature, quality and performance have primarily been analyzed at a micro level, particularly within individual service channels. This study aims to explore the meta-level differences between service channels in terms of quality relevance and performance in service...

Purpose While existing research has predominantly focused on the positive relationships between service quality and outcome variables, there has been limited investigation into the influence of food service quality on these variables or the moderating role of stadium atmosphere in the realm of...

Purpose This study aims to focus on assessing the psychometric properties necessary to validate the internal structure of the TOURQUAL scale. Design/methodology/approach A quantitative research study was conducted in collaboration with the Brazilian Network of Tourism Observatories, comprising...

Purpose Researchers have widely explored and associated corporate social responsibility with firm success. Measuring the relationship between corporate social responsibility (CSR), service quality, corporate reputation, and brand preference by drawing on the stakeholder theory in healthcare...

Purpose The purpose of this study is to examine the impact of educational service quality (ESQ) on student academic performance via the mediating role of student satisfaction. Design/methodology/approach To serve the study’s purpose, the study adopted a quantitative research approach. Three...

Purpose This paper aims to investigate the effect of product offering and other service quality (SQ) dimensions on the satisfaction of the customers of both Islamic and conventional banks, using evidence from an oil-based economy that is based on a prolonged SERVQUAL model with 11 dimensions and...

Purpose This paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service quality and propose relevant strategies in sustaining the digital government service quality whilst enhancing...

This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations,...

Purpose The purpose of this paper is to identify the nature and factors that influence student evaluation of the teaching performance of university teachers by integrating two areas of research: services marketing and higher education. Design/methodology/approach A set of hypotheses were...