Comparing alternative instruments to measure service quality in higher education [PDF]
The purpose of this work is to examine the performance of five alternative measures of service quality in the high education sector – SERVQUAL (Service Quality), Importance-weighted SERVQUAL, SERVPERF (Service Performance), Importance-weighted SERVPERF ...
Ana Oliveira-Brochado, Rui Cunha Marques
core
The Concept of Low-Cost Airline Transportation: Definition and Meaning
Journal of Tourismology, 2019 The purpose of this study is to measure the quality perception of in-flight services for the passengers. For that purpose, the service quality performances of the two biggest Turkish low-cost airlines were evaluated within the scope of the study.
Akin Akpur, Burhanettin Zengin
doaj +1 more source
Ecomatemático, 2017 This paper is based on the application of a methodology used to assess the students’ attitudes to the quality of their higher education in the education service, using the example of students of Economic and Business Sciences from Pamplona University, at
Farid Luna Pérez
doaj +1 more source
Modelo de avaliação do relacionamento com o cliente em serviços da Administração Pública [PDF]
, 2014 Dissertação de Mestrado em Gestão de Empresas/MBA.Atualmente os cidadãos e as empresas exigem e esperam mais e melhores serviços prestados pelo sector público.
Fernandes, Francisco de Sousa
core
Assessment of banking service quality perception using the SERVPERF model
Contaduría y Administración, 2017 Abstract The purpose of this article is to evaluate the quality of the services provided by the two most important banks that operate in Mexico, using as case study those branches that are located in the four main cities of the Isthmus of Tehuantepec: Ixtepec, Juchitan, Tehuantepec and Salina Cruz.
Jaime Torres Fragoso +1 more
openaire +1 more source
Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction [PDF]
Microfinance is often hailed both as a tool for fighting poverty and as a tool for post-conflict reconciliation. This paper explores the use of microfinance in post-civil war Bosnia and Herzegovina, assessing its results in terms of both goals.
Aleksandra Pisnik Korda, Boris Snoj
core
Kargo Hizmet Sağlayıcılarında Kalitenin Tüketici Davranışına Etkisi: Bireysel Tüketici Araştırması
Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 2014 Son yıllarda özellikle e-ticaretin gelişmesiyle artan sanal alışveriş, kargo firmalarının işhacminin artmasına ve tüketici profilinin değişmesine yol açmıştır.
Arzum Büyükkeklik +2 more
doaj
The effect of national culture on information flow [PDF]
, 2011 The primary purpose of this paper is to test the effect of national culture on service provision within Islamic Insurance(Takaful). This paper seeks to incorporate the following constructs: Power distance, information gap and information flow as an ...
Dennis, C
core
Quality management in higher education.Using SERVPERF to assess services quality
, 2020 Purpose: The implementation of comprehensive quality management systems in higher education institutions (HEIs) implies the need to consider not only its main mission processes but also support processes, including those providing internal services to students and teaching staff.
Rodrigues, Ricardo +3 more
openaire +2 more sources
Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store [PDF]
This study explores the extent to which store service attributes having appeal for consumer self-image impacts store satisfaction and patronage intentions and discovers that this "expressiveness" value has significant associations with both. By using the
Kaul Subhashini
core