The complexity of the problem the national health care program confronts with and which must be solved through the measures of the respective reform lead to a SWOT analysis, particularly for this reform. The capacity to generate the necessary income it is a very important criteria in...

We develop a theoretical model of retail competition that include two sources of quality, one inherently linked to brand characteristics and the other linked to the retailer level of service. We then measure their contribution in explaining the observed price differentials for a sample of U.K....

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,...

The major aim of the research paper is to measure the quality of service offered by Raiffeisen Bank in Romania. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five dimensions of SERVQUAL model i.e. reliability, assurance,...

The main concern of credit institutions in Romania should be to maintain a portfolio of clients. Long-term cooperation relations between a bank and its customers is the proof of that bank's efforts in providing quality services that meet consumer demands. The study would try to throw some...

This paper combines the transaction cost model, the sales ethics model and the service quality model as the theoretical foundations for evaluating house buyer satisfaction with their real estate advertising sales agents. This study uses a convenience sampling method with the population of...

The current economic crisis affected both the private and public sector of Romanian economy, leading to financial instability, inflation and decreasing purchasing power. Its adverse effects include also the rising unemployment, greater pressure on employees who have taken over the...

Purpose: An extended SERVQUAL instrument is developed, validated and used to measure perceived service quality delivered to students by business schools in an emerging market economy. Design/ Methodology/Approach: The study adopts a quantitative approach. A longitudinal survey is conducted with...

La calidad de servicio y la satisfacción son constructos que han recibido una gran atención en la literatura de marketing, siendo elementos centrales de muchas investigaciones. Sin embargo, las relaciones entre ambos todavía no están claras. Por ello, en el presente trabajo, se contrasta...

Excellent service quality is crucial to business survival in the present banking environment in order to gain competitive advantage and corporate profitability. Thus, it is essential to analyze the means of measuring and evaluating service quality provided by banking institutions as they adjust...