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Perceived Service Quality and Customer Satisfaction
1995According to Fisk, Brown and Bitner,1 in their review of the evolution of Services Marketing literature, service quality is the ‘single most researched area in services marketing to date’. The topic has attracted the attention of both academics and practitioners who increasingly consider actions aimed at improving service quality to be an integral part
Steve Baron, Kim Harris
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JEMBA: Jurnal Ekonomi Pembangunan, Manajemen & Bisnis, Akuntansi
Customer loyalty is a very important aspect, and therefore, efforts are needed to increase customer loyalty by using several supporting factors, such as improving service quality so that customers are satisfied. This study aims to determine the effect of service quality on customer loyalty mediated by customer satisfaction.
Ati Fitriani Sihombing +1 more
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Customer loyalty is a very important aspect, and therefore, efforts are needed to increase customer loyalty by using several supporting factors, such as improving service quality so that customers are satisfied. This study aims to determine the effect of service quality on customer loyalty mediated by customer satisfaction.
Ati Fitriani Sihombing +1 more
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Customer satisfaction, corporate image, and service quality in professional services
The Service Industries Journal, 2009This study explores the impact of corporate image and service quality on customer satisfaction in the professional service industries. Data were collected on audit firms, sending a questionnaire to financial executives of leading Italian companies.
CAMERAN, MARA +2 more
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A Study on Service Quality, Customer Satisfaction, and Customer Loyalty
Proceedings of the 2nd International Conference on E-Society, E-Education and E-Technology, 2018This study examines the relationships of service quality, customer satisfaction, customer loyalty and corporate image. Through the literature review, relevant theories and literature abroad was collected, concluding that there is a significant positive correlation between service quality, customer satisfaction, customer loyalty and corporate image ...
Kai-Fu Yang +2 more
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The quality of e-services: Measuring satisfaction of Internet customers
Operational Research, 2007Internet usage is increasingly expanding, resulting to the growth of business offering Internet access to various customers. These Internet Service Providers (ISPs) are confronted with a new competitive landscape, which is characterized by a significant complexity and dynamics.
Panagiotis Kyriazopoulos +4 more
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The Effect of Service Fairness on Service Quality, Customer Satisfaction and Customer Loyalty
2010 International Conference on Management and Service Science, 2010We study the effect of service fairness on service quality, customer satisfaction and customer loyalty. An Structural Equation Modeling analysis was conducted on the hospital industry. The results show that procedural justice and interactional justice obviously effect customer perceived service quality positively.
Jianfen Zhao, Mingli Zhang, Qingmin Kong
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Service Quality and Customer Satisfaction
2022Nuria Louzao, Montserrat Crespi-Vallbona
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Managing Service Quality and Customer Satisfaction
2008Changing dominant goals in the society development, from the food production in agricultural society and goods production in the industrial society to service production in information society, leads to the changes in critical factors from the land and capital to a human.
Mujić Mehičić, Nihada +1 more
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Perceptions of service quality and customer satisfaction
2022Daniel C Funk +2 more
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