Purpose – For a long time, the winter maintenance of the Swedish road and railway network had been performed in-house by Swedish Transport Administration, Swedish local authorities i.e. municipalities and Stockholm public transport. During the last 15 years the winter operation and maintenance...

Purpose – This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy of academic staff....

Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as...

Purpose This study aimed to determine the effect of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability and improvement in service quality by analysis of quality function deployment. Design/methodology/approach This study used a cross-sectional study...

Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and...

Purpose – The purpose of this paper is to build a customer quality assessment scale for use in the field of policing – POLQUAL. It adapts and applies a modified SERVQUAL approach to police traffic services in Portugal. Design/methodology/approach – Original data was collected by means of...

Purpose – This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah...

Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of SERVPERF, the perceptions component of SERVQUAL and a retail service quality scale (the DTR scale) in measuring the service...

Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship. Empirically examines the relative...

Aims to provide the entities and institutions that train retailers with a series of recommendations to improve the quality of the courses they organise and give, especially concerning the aspects where those actually receiving training detect the greatest shortcomings. Hence, the perceptions of...