Purpose – The purpose of this paper is to investigate the relationship between customer satisfaction and six dimensions of service quality (CARTER model) in Islamic banks of Pakistan, the UK and UAE. Design/methodology/approach – This study uses a sample of 225 customers of Islamic banks; 75...

"Customer satisfaction" surveys can be aimed not only at assessing the end (or external) customer's satisfaction but also at providing the satisfaction level of a company's internal customers (its Business Line) with their internal Suppliers. In fact the quality of internal services is a key...

The purpose of the current research is to develop a strategic service quality focused framework in a Greek Academic Department, translating its service quality (SQ) gaps into specific strategic directions from a “student-focused” perspective. The research is separated in two parts and...

Technological innovations in the tourism industry have significantly influenced the communication channels between service providers and potential travelers. Virtual travel communities (VTCs) are now popular and influential venues for tourism information sharing, yet little is known about...

The sizeable literature on service success suggests that service quality is a major success factor in that it drives customer retention and market share; the service provider's ability to capitalize on scale economies is also an antecedent of success. This literature, however, generally studies...

Service quality and customer switching behavior are among the most important factors that affect service companies' market share and profitability, yet they remain understudied in China's service sectors. This study surveys 400 customers to explore the perceived importance of various aspects of...

The study is related to the basic service quality dimensions in a tourist destination. It attempts to propose a set of dimensions of destination service quality and a quality measurement scale which can be used to measure the service quality in a tourist destination. This research study has...

The concept of the internal marketing was defi ned in order to stress the role of employees as the key element in determining service quality. Although the origin of the term is in the service marketing literature of the 70s, many authors stress that both general and particular problems are not...

The quality of services should be treated as a resultant derived from the satisfaction of the costumers participating in the service consumption, which requires prior knowledge on the predictable behaviour and reactions of the clients to the offered services. In its turn, the service monitoring...

The present study aimed to examine the relationships among service quality, satisfaction and spectators’ behavioural intentions, in the context of professional football. Using Gronroos’ (1984) theoretical framework, service quality was conceptualized in terms of technical (outcome) and...