In this paper I give a short overview about measuring service quality. For services, the assessment of quality is made during the service delivery process, I which usually takes place with an encounter between a customer and a service contact person. Customer satisfaction with service quality...

Quality includes the technical side or strictly linked to intrinsic characteristics and properties of the product or service and it can be defined as a set of properties and characteristics of a product or service, which gives it its ability to meet the needs expressed or implied. The...

Keeping in view the significance of customer perceived quality in todays competitive banking environment, the study was designed to evaluate customer-perceived service quality and customer satisfaction in the Nigerian banking industry. This research focused on the measurement of customer...

The Nigerian economy is experiencing a boom in the retail sector of Departmental Stores. The sector is becoming increasingly competitive with the entry of foreign and multinational retail stores. Extant literature indicates that loyalty of the customers can be maintained with service quality....

Today, higher education institutions (HEIs) are realizing the significance of customer-oriented philosophies and quality management systems to help manage their operations on educational services. This paper starts with a review of some previous models and then outlines the results of a study...

The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions), has been the most reliable method in estimating the precise diagnosis of quality...

The main objective of relationship marketing is to establish and maintain long-term relationships that translate into customer loyalty. Following the above introduction of describing the significance of customer loyalty, this article discusses the conceptualisation of relational determinants of...

The purpose of the study is to report on an in-depth exploration of service quality in a higher education and to evaluate the relative efficacy of two measuring instruments of service quality (namely Higher Education PERF-ormance (HEd-PERF) and SERVPERF within a higher education setting. After a...

The purpose of this research is to develop a model for the measurement of library service quality. 1629 students studying in different universities and degree awarding institutions responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement...

Quality management and customer satisfaction evaluation can be difficult tasks to perform when processes involve multiple production lines or provide multichannel services. As a consequence, the top management needs to check the quality from different perspectives and to evaluate the improvement...