The service quality evaluation is undeniably important especially in highly competitive service related industry. However, service quality evaluation is not always straightforward as criteria in evaluation and customer perceptions toward services are intangible measures. This paper presents a...

Now days the role of the consumer in the economy is taken very seriously and, in some cases, we can easily talk about the consumer’s “supremacy”. All the efforts of the companies are concentrated on the consumers and finding the best way to attract them, but gaining their trust and...

Purpose – This research aims to empirically develop a reliable and valid scale for measuring the service quality of retail loyalty programmes (loyalty programme service quality (LPSQual)) in the context of department stores and superstores in Malaysia. Design/methodology/approach – By...

Describes the implementation of a total quality assurance system in a fast food restaurant. The operations of the restaurant were analysed to identify ways to improve the quality and efficiency of the production and service delivery systems. A total quality assurance system combining statistical...

Provides a case study of the changing service experience in the UK′s betting shops. Outlines the basic elements in the service experience and examines the changes in both the facilities and quality of betting shop environments and in the interpersonal components of the service encounter.

Purpose – The purpose of this paper is to explore the relationship between service quality, the service encounter and the retail experience within a changing UK retail environment. Design/methodology/approach – Data were gathered from 40 customers and 20 staff of an established UK health and...

Purpose – The purpose of t his study is to analyse the influence of three selected physical components of the urban environment – physical design, space layout and functionality, and store external appearance – on consumers' perceptions of service quality and behavioural intentions (desire...

Purpose – The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness. Design/methodology/approach – A convenience sampling procedure was used to administer a web survey to visitors of a small Swedish town....

Purpose – The purpose of this paper is to describe the development and evaluate the competitive strategy of Emirate Airlines. Design/methodology/approach – The paper outlines Emirates' history and discusses the factors that have contributed to its remarkable record of profitable growth....

This research sought to explore the extent e-security and e-trust impact service quality on online buying among customers using a case of eBay e-retailing platform. This was necessitated by the worrying increase in online fraud coupled with personal data getting into wrong hands. Such...