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...

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...

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;...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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....

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...

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...

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...

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...

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...

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...

The migration activity of students as one of the important factors of changes in the intellectual potential and economic development of countries requires a constant search for the causes and pull factors. To this end, our study analyses the impact of higher education quality factors. For this...

This paper estimates passenger benefits from airline flight frequencies, recognizing that this task is less straightforward for connecting trips than for nonstop travel. In doing so, the paper joins Yuan and Jia (2026) as the only other study in the literature that confronts the problem of...

To ensure a comprehensive discussion of teacher policies, this report uses the SABER (Systems Approach for Better Education Results) Teachers Framework, a World Bank conceptual framework designed to help assess the quality of teacher policies. The report seeks to identify actionable priorities...

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...

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...

This study explores how AI chatbots in the food service industry can enhance customer experience while contributing to SDG 11 (Sustainable Cities and Communities). It also examines how collaborations between AI developers, restaurants and sustainability-focused organizations can drive...

Early childhood programmes frequently lose effectiveness at scale, yet the role of the workforce remains poorly understood. We document substantial heterogeneity in workforce effectiveness in England's national home-visiting programme for first-time teenage mothers, despite a highly-structured...