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Passengers' expectations of airport service quality

Fodness, Dale; Murray, Brian - In: Journal of Services Marketing 21 (2007) 7, pp. 492-506

airports by conducting an empirical investigation into passengers' expectations for this service industry. Design …/methodology/approach – The paper is a qualitative exploration of the airport experience from the passengers' perspective was combined with a … – Qualitative and quantitative research on nearly 1,000 airport users provided results suggesting that passengers' expectations of …

Persistent link: https://www.econbiz.de/10014905173

Single-till versus dual-till regulation of railway stations

Henseler, Marco - In: International Journal of Management and Network Economics 3 (2013) 1, pp. 78-93

This article analyses the impact of single-till and dual-till price-cap regulation of railway stations on welfare in case of an outside competitor for commercial services. It can be shown that dual-till instruments dominate for lower levels of fixed costs, whereas single-till regulation performs...

Persistent link: https://www.econbiz.de/10010670434

A conceptual framework of service quality in healthcare : Perspectives of Indian patients and their attendants

Padma, Panchapakesan; Rajendran, Chandrasekharan; Sai, … - In: Benchmarking: An International Journal 16 (2009) 2, pp. 157-191

Purpose – The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”). Design/methodology/approach – Based on the existing models and the literature on...

Persistent link: https://www.econbiz.de/10014683428

Service quality and its impact on customer satisfaction in Indian hospitals : Perspectives of patients and their attendants

Padma, Panchapakesan; Rajendran, Chandrasekharan; Sai … - In: Benchmarking: An International Journal 17 (2010) 6, pp. 807-841

satisfaction (CS) in government and private hospitals in India. Design/methodology/approach – The study employs questionnaire …

Persistent link: https://www.econbiz.de/10014683501

Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study

Mohsin, Asad; Lockyer, Tim - In: International Journal of Contemporary Hospitality Management 22 (2010) 2, pp. 160-173

India and to help the hotel management identify areas that need attention to meet and exceed customer expectations. Design … India and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to … recognise, in ranking order, features that are considered important by the guests staying in luxury hotels of New Delhi in India …

Persistent link: https://www.econbiz.de/10014762989

Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India : An SEM study

Gera, Rajat - In: International Journal of Quality and Service Sciences 3 (2011) 2, pp. 225-242

services in India. Design/methodology/approach – A total of 258 valid responses were generated from existing customers of life …

Persistent link: https://www.econbiz.de/10014802473

Service satisfaction in E_electricity service in Odisha ( a state of India) by structural equation modeling

Satapathy, Suchismita; Mahapatra, Siba Sankar; Patel, S. K. - In: Benchmarking : an international journal ; BIJ 21 (2014) 4, pp. 634-650

Persistent link: https://www.econbiz.de/10010385857

Draft Road Transport and Safety Bill

Transport, Ministry of Road; GOI, Safety - eSocialSciences - 2014

To provide a framework for safer, faster, cost effective and inclusive movement of passengers and freight in the …

Persistent link: https://www.econbiz.de/10011133258

Developers and terminators in hypermarkets' relationships with Chinese customers

Stanworth, James O. - In: Asia Pacific Journal of Marketing and Logistics 21 (2009) 2, pp. 280-293

Purpose – The purpose of this paper is to identify distinguishing attributes of (dis)satisfying service contacts in a Chinese cultural context. Design/methodology/approach – The data were collected in the form of critical incidents from a purposive snowball sample of hypermarket customers....

Persistent link: https://www.econbiz.de/10014674671

The role of involvement and identification on event quality perceptions and satisfaction : A case of US Taekwondo Open

Jae Ko, Yong; Kyoum Kim, Yu; Kil Kim, Min; Hak Lee, Jeoung - In: Asia Pacific Journal of Marketing and Logistics 22 (2010) 1, pp. 25-39

Purpose – Since the introduction of martial arts in the global community through a variety of international sport events, the sport of Taekwondo (TKD) has grown rapidly. Although the magnitude of the TKD market has increased, few systematic studies have been conducted to understand TKD...

Persistent link: https://www.econbiz.de/10014674690