Purpose This study aims to quantify the underlying feelings of online reviews and discover the role of seasonality in customer dining experiences. Design/methodology/approach This study applied sentiment analysis to determine the polarity of a given comment. Furthermore, content analysis was...

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the...

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship...

Purpose “Prosumers” (combining “producer” and “consumers”) describes consumers’ ability to openly share their product/service experiences and thereby drive sales and digital marketing. Understanding what motivates active prosumers to engage in electronic word-of-mouth (eWOM) and...

Purpose This paper aims to analyze the impact of Sharī‘ah compliance perception on customer satisfaction in Islamic banking sector of Pakistan. Design/methodology/approach Primary data were collected from 242 account holders of Islamic banks and Islamic banking branches of conventional...

Purpose This paper aims to present a conceptual model on service quality of zakat institutions that are responsible for collecting, managing and distributing zakat in Malaysia. Zakat is an Islamic religious “tax” charged on the rich and well-to-do members of the community for distribution to...

Purpose – The purpose of this paper was to identify similarities and differences between domestic and international student’s expectations of their tertiary experience, as well as the way in which they evaluate the quality of the service that they receive from their tertiary provider. The...

Purpose – The purpose of this paper is to investigate the service quality and its relationship to customer satisfaction among the customers of conventional banks and Islamic banks. A modified SERVQUAL scale is utilized to ascertain the functional dimensions of service quality specific to the...

Purpose – The aim of this study is to examine the level service quality from the perspective of food manufacturers. Malaysia is gearing towards becoming a major player in the world Halal market. Its Halal certification is under the jurisdiction of the Department of Islamic Development Malaysia...

Purpose The purpose of this research is to empirically examine the critical factors that are influencing international students’ perception in the selection of a destination for education tourism. Design/methodology/approach This research seeks to develop a comprehensive framework embedded...