Search Results - subject_exact:"Service quality"

Governance and service quality as drivers of organizational performance in the Portuguese telecommunications sector

Castro, Núria; Vilhena, Estela; Sousa, Barbosa Bruno; … - 2026

This study aims to assess the perceived quality of telecommunication services in Portugal and examine how governance practices influence organizational performance, addressing the lack of empirical evidence on service quality gaps in the Portuguese telecommunications sector. Specifically, it...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015612334

Drivers of E-government adoption in emerging economies : a meta-analysis of technology acceptance and service quality pathways

Sheik, Mustafa Yaasin; Pavlyuk, Dmitry; Zervina, Olga; … - 2026

E-government adoption rates in emerging economies remain persistently low despite substantial infrastructure investments. Understanding adoption drivers requires synthesizing fragmented empirical evidence on technology acceptance and service quality factors across diverse contexts. Purpose: This...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015628049

Customer obsession, innovation, and service quality : shaping strategy in Taiwan firms

Ta, Hong Ngoc; Chang, Chia-Hua - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015643339

Customer satisfaction level of users of the different areas and services of a private mid-cost fitness center in Zaragoza

Ara Aguirre, Ander de; Valcarce-Torrente, Manel; … - 2026

Customer loyalty has become a critical factor for the sustainability of fitness centers amid growing industry competition, yet limited research has examined recommendation patterns across user profiles in mid-cost facilities. This study aimed to analyze customer recommendation in a mid-cost...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015653840

The model for development of service quality according to Shariah principles to increase the competitiveness of hotel in Hatyai District, Songkhla Province, Thailand

Thudam, Parichat - 2025

Muslim tourists are a large and growing tourism market. Hat Yai District, Songkhla Province, is the center of trade and business in the southern region. However, the number of Shariah-compliant hotels is few, and the services do not respond to the needs of Muslim tourists. This study aimed to...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015373979

Asymmetric effect of airline customer opinions for service quality attributes : text mining approach

Eum, Seong-Won; Leem, Byunghak - 2025

The purpose of this study is to identify airline asymmetric attributes that affect customer satisfaction based on the three-factor theory and to build an Asymmetric Impact-Sentiment Analysis (AISA) for resource allocation prioritization. We identified food and beverage service as a basic factor;...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015334433

Cybersecurity practices and supply chain performance : the case of Jordanian banks

Al-Khatib, Saleh Fahed; Ibrahim, Yara Yousef; Alnadi, … - 2025

This study explores the impact of cybersecurity practices on supply chain performance in the Jordanian banking sector. A survey was used to obtain data from managers and customers. Data from 40 managers' and 250 digital banking customers' surveys were collected, of which 220 were valid to be...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015192955

Linking medication errors to drug shortages : evidence from heparin supply chain disruptions caused by Hurricane Maria

Park, Minje; Carson, Anita L.; Conti, Rena M. - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015433216

A bibliometric analysis of service quality in the hospitality industry (2014-2024)

Olawuyi, Olakunle Shakur; Kleynhans, Carina - 2025

Service quality is important for the survival of all businesses, including the hospitality business. Service quality can be measured by a model referred to as SERVQUAL, which comprises five parameters, namely, tangibility, reliability, assurance, empathy, and responsiveness. It is very important...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015435435

A study on factors influencing continuous usage intention of chatbot services in South Korean financial institutions

Choi, Yeun-su; Lee, Seung-zoon; Choi, Jeongil - 2025

The South Korean AI market has grown significantly, yet while chatbot adoption is well-studied, sustained use remains underexplored. This study surveyed 250 financial institution chatbot users in South Korea in February 2024, using SPSS and R to investigate quality effects on intention of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015436962

Application potential and acceptance of automated facial recognition in German retail stores

Seeger, Lukas; Burr, Wolfgang - 2025

The use of automated facial recognition in retail offers a wide range of potential for increasing efficiency, improving service quality and optimising customer targeting. This article, based on an empirical survey of 101 participants, examines factors that determine the acceptance and use of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015439462

Assessment of service quality of wholesale construction and finishing materials sales companies : case of Lithuania

Linkevič, Monika; Meidutė-Kavaliauskienė, Ieva - 2025

Customer service is one of the main factors influencing the success of a company's operations, as it directly determines customer satisfaction, loyalty and the company's image. High-quality service encourages customers to return and strengthens long-term cooperation. This article analyses...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015611281

Bedside manner or technical quality? : building advocacy for clinical trial participation via rapport

Mulcahy, Rory; Piplica, Sarah; Fleischman, David - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015519581

Assessing the psychological pathways of esports events spectators : an application of service quality and its antecedents and consequences

Zhu, Xiuqi; Pyun, Do Young; Manoli, Argyro Elisavet - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015586714

Perceived value and customer satisfaction in the Nigerian airlines businesses

Adebayo, Adeyemi Abdulwasiu; Salau, Abdulazeez Alhaji - 2025

Manuscript type: Research Article. Research Aims: This study investigated the influence of customer perceived value proxy with customer experience and service quality in building satisfaction in the Nigerian Airline business. Design/methodology/approach: The study employed a quantitative...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015591894

Assessing attendees' satisfaction at a craft beer festival by means of an importance-performance analysis

Masombuka, Mzwake M.; Welthagen, Lisa C.; Hermann, Uwe P. - 2025

Purpose: Craft beer tourism and beer festivals are subjects of increasing academic discourse, although few theoretical frameworks exist that focus on the measurement of attendee satisfaction at such festivals. Craft beer lovers visit many of these breweries and attend festivals to experience...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015605779

Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets

Gazi, Md. Abu Issa; Al Masud, Abdullah; Sobhani, Farid … - 2025

This study aims to explore how customer satisfaction (CS) serves as a mediator in the connections between service quality (SQ), efficiency and reliability (EAR), customer retention (CR) and customer loyalty (CL) within the E-Banking industry in Bangladesh. The empirical experiment employed a...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015607049

Workplace wellness initiatives and service quality in customer-facing industries : a systematic review

Du Plessis, Melissa; Du Plessis, Melissa; Rabie, Claudette - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015624858

Optimizing operation processes and supply chain management for enhanced service and product quality in quick service restaurants

Rodriguez, Joel Mark P.; Reambonanza, Hanna V.; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015638455

Do loyalty programs actually build customer loyalty? : a service quality perspective from Indonesian e-commerce

Kosimwidjaja, Jonathan Farrel; Hadiprawoto, Triana Rahajeng - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015638456

Recalibrating the compass : what truly matters to travellers after uncertainty

Ambarwati, Maria Francisca Lies; So, Idris Gautama; Sri … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015632837

Empirical modeling of the impact of industry 4.0 technologies on logistics service quality

Bilad, Assia; Zaim, Mounia; Zaim, Faical - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015558358

Conceptual framework for unlocking customer satisfaction drivers in digital vendor-managed inventory systems

Osarenkhoe, Aihie; Fjellström, Daniella; Gioeli, Tove; … - 2024

There are calls in the extant literature for further exploration into the factors influencing customer satisfaction in industrial vending solutions (IVS), a distinct vendor-managed inventory method. This study delves into these factors, identifying primary drivers of satisfaction, perceptions of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015071516

Service quality in spectator sports : a review and research agenda

Biscaia, Rui; Ramos, Ricardo F.; Yoshida, Masayuki; … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015107979

Unearthing the mediating role of political affiliation in tax compliance determinants : new evidence from Ghana

Nyantakyi, George; Sarpong, Francis Atta; Asiedu, Faustina - 2024

This study investigates the moderating role of political party affiliation in the relationship between tax knowledge, service quality, and tax compliance. The study gathered data from 450 respondents comprising informal sector traders within the Kejetia market through a structured questionnaire...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014530209

Factors influencing consumers' continuance purchase intention of local food via online food delivery services : the moderating role of gender

Teo, Siew Chein; Liew, Tze Wei; Lim, Hong Yik - 2024

In a post-pandemic era, digitalization is embedded in all service sectors, including the food industries. Today's restaurant industry faces increased competition and the need to adapt to changing consumer preferences for competitive pricing, convenience, and reliable food delivery. In this...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014530679

Determinants of intention to revisit in hospitality industry : a cross-cultural study based on GLOBE Project

Nazarian, Alireza; Shabankareh, Mohammadjavad; … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014515015

Evaluating loyalty in South Africa's hotel industry : the effect of service quality and brand equity

Ragunanan, Sharmila; Cant, Michael C.; Wiid, Johannes A. - 2024

The hotel industry in South Africa is fiercely competitive, with a range of accommodation options from international chains to boutique establishments. Establishing and maintaining customer loyalty is essential for hoteliers to ensure repeat business and stand out in a crowded market. This study...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015154807

Exploring the influence of service quality and perceived value on customer satisfaction and loyalty in a social commerce environment

Yum, Kyeongmin - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015323939

The effect of collaborative learning service quality on the innovative work behavior of high-tech engineers

Lee, Sunghee; Kim, Bo-Young - 2024

Corporations are increasingly looking beyond inter-company collaborations to multidimensional collaborative activities between departments and organizational members within the company to strengthen innovative market competitiveness. High-tech corporations, specifically, are adopting...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015190203

Boosting financial service quality : the power of innovation strategy in Algerian context

Boussad, Nait Ibrahim; Meriem, Nouala - 2024

Objective Innovation is decisive as it drives the efficiency, security and convenience of banking operations. Ultimately, this will reshape the manner in which financial institutions interact with their consumers. Marketing strategies, and innovation approaches, are critical in improving quality...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015417064

Structural model of repeating purchase in training institute : the effect of satisfaction, price, and service quality

Kountur, Ronny; Hidayati, Aprihatiningrum; Nuraisyah Suwanda - 2024

Repeat purchases are an important element in marketing because they increase revenue. For commercial training institute, revenue is also important. Studies have shown that price of an initial purchase relates to repeat purchases; however, the strength of this relationship may depend on several...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015448952

Structural determinants of customer loyalty among long-term insurance consumers in Namibia

Tjizumaue, Bianca; Atiku, Sulaiman Olusegun - 2024

Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015449032

Evaluating customer satisfaction with the quality of online banking services after COVID-19 : developing country perspective

Gazi, Md. Abu Issa; Al Masud, Abdullah; Amin, Mohammad Bin - 2024

This study aimed to assess customer satisfaction levels with the quality of online banking services in the Islamic banking sector of Bangladesh, particularly after the COVID-19 pandemic. Data were collected from 280 online banking customers using a modified questionnaire based on the SERVQUAL...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015449130

The influence of service quality, Guanxi, value co-creation and corporate image in building developers apartments loyalty toward contractors in apartment construction industry

Setijanto, Augustinus; So, Idris Gautama; Alamsjah, Firdaus - 2024

The aim of this research is to examine the influence of service quality, guanxi, value co-creation and corporate image on customer loyalty of developer in the apartment construction industry. This research used an online survey approach, collecting 316 respondent data from apartment developers....

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015449143

The secret to ride-hailing customer satisfaction and willingness to e-WOM : uncovering the advantages of price and consumer personlity

Khairani, Zulia; Nofrizal, Nofrizal; Putri, Librina Tria - 2024

Manuscript type: Research Article Research Aims: After the COVID-19 pandemic and during the pandemic, there has been a surge in the usage of ride-hailing services. The motivation objective of this study is to ascertain the causes behind the high consumer satisfaction with ride-hailing. This...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015438996

The mediating effect of customer experience on word of mouth and repurchase behaviours in mobile payment services in Tanzania

Liana, Pamela John; Jaensson, Jan-Erik; Mmari, Goodluck - 2024

One of the biggest drivers of Tanzania's economy, inclusion in the digital financial system, and reaching the unbanked population nationwide is mobile payment services. Due to the development of mobile banks and the dynamics of digital technology advances, which make it challenging to comprehend...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015443700

Unveiling the role of job involvement as a mediator in the linkage between academics' job satisfaction and service quality

Al-Refai, Abd Al-Aziz Hamed; Hairuddin Mohd Ali; Ateeq, Ali - 2024

The perceptions of employees about their work and organization are influenced by a variety of attitudes. As a result, the impact of employee attitudes like job involvement (JI) and job satisfaction (JS) on organizational performance (service quality) is still unknown, and it is also uncertain...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015446553

The mediating effect of service quality on the relationship between logistics resources and sustainable competitive advantage in Iraqi Kurdistan hotels

Abdul-Aziz Ahmad, Mohammed; Juraifa Jais - 2024

Logistics resources play a critical role in shaping service quality and maintaining organizational competitiveness. This study examines how service quality (SQ) and logistics resources (LR) affect the sustainable competitive advantage (SCA) of hotels in Kurdistan, Iraq. Importantly, this study...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015427035

The quality of e-payment services offered by mobile companies : the Syrian evidence

Suliman, Batoul Alsayed; Mouselli, Sulaiman - 2024

The recent introductory of e-payment services in Syria and the overwhelming interest of such new services call for thorough investigation of their quality and venues for improvement to unleash their full potential. This study investigates the quality of e-payment services offered by mobile...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015427246

Dynamic customer value cocreation in healthcare

Danaher, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C. - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014580413

The impact of servqual on consumers' satisfaction, loyalty, and intention to use online food delivery services

Arli, Denni; Van Esch, Patrick; Weaven, Scott - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015183013

The Effect of Service Quality in Leisure Tourism on Tourists’ Perceived Value and Loyalty

Zafar, Maryam; Siddiqui, Danish Ahmed - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015640926

The impact of subjective school ratings on principal compensation and turnover

Hussain, Iftikhar; Scrutinio, Vincenzo; Telhaj, Shqiponja - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015563916

Social preferences for public provision of services : experimental evidence from Latin America

Bejarano, Hernán; Busso, Matias; Santos, Juan Francisco - 2026

We study how individuals in six Latin American countries value public versus private provision of education and healthcare using a survey experiment. Respondents were randomly assigned to vignettes that vary income, service quality, and provider type. Perceived quality is the main driver of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015608800

The relationship between employee satisfaction and perceived organizational performance

Magnus Asgeirsson; Thorhallur Gudlaugsson; Gylfi … - 2026

Employee satisfaction remains a central theme in management, with substantial evidence linking it to organizational performance. This study examines the nature and strength of that relationship and investigates whether its magnitude varies across different performance indicators. Using existing...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015612255

Day Surgery : Enhancing Quality of Care and Efficiency

2026

The term day surgery is not simply surgery with admission and discharge on the same day, but rather the practice of admitting into a health facility carefully selected and prepared patients for a planned, non-emergency procedure that avoids the need for an overnight stay. Day surgeries are case...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015613931

The role of corporate governance mechanisms, leverage, and financial distress for improving audit quality

Kalbuana, Nawang; Uzliawati, Lia; Taqi, Muhamad; … - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015614112

Digitalisation in proximity health care services in Italy : an analysis upon possible different trajectories and the key role of both GPs and patients

Antonucci, Gianluca; D'Andreamatteo, Antonio - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015615016

Paying for peers? : parental willingness to pay for school composition and quality in Switzerland

Cattaneo, Maria Alejandra; Wolter, Stefan C.; Zöllner, Thea - 2026

Switzerland features strong socio-economic segregation and no formal school choice, making residential relocation the only channel through which parents can access preferred schools. Identifying how parents value school attributes is therefore essential but challenging, given that choices bundle...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015593286

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Paying for peers? : parental willingness to pay for school composition and quality in Switzerland

Cattaneo, Maria Alejandra; Wolter, Stefan C.; Zöllner, Thea - 2026

Book / Working Paper

Paying for peers? : parental willingness to pay for school composition and quality in Switzerland

Cattaneo, Maria Alejandra; Wolter, Stefan C.; Zöllner, Thea - 2026

Book / Working Paper