Afro Eurasian Studies‚ Vol. 2‚ Issues 1&2‚ Spring & Fall 2013‚ 56-71 Measuring the Perceived Service Quality and Customer Satisfaction in Islamic Bank Windows in Libya Based on Structural Equation Modelling (SEM) Ali Joma Khafafa* Zurina Shafii** Abstract The growth of the banking sector is vital for a country’s economic development as it provides most of the financing sources for businesses. Customer satisfaction is one of the most important factors in determining the feasibility of a banking operation
Premium Factor analysis Bank Islamic banking
The Gap model of service quality was developed by Parasuraman‚ Berry and Zeithaml (1985)‚ and more recently described in Zeithaml and Bitner (2003). It has served as a framework for research in services marketing‚ including hospitality marketing‚ for over two decades. The model identifies four specific gaps leading to a fifth overall gap between customers’ expectations and perceived service. The five gaps Customers have expectations for service experiences and they use them to measure
Premium Service Management Understanding
SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS & ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13‚Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research will focus on an additive exploration of
Premium Hotel Cyprus Northern Cyprus
|service marketing | |EXPECTATION AND PERCEPTION OF SERVICES IN JET AIRWAYS | |BASED ON STUDY CONDUCTED THROUGH SERVQUAL | |
Premium Airline
Impact of Service Quality on Customer Satisfaction of Mobile Users – A Case Study of Airtel ISSN 2319-9725 Dr. Rajesh K. Yadav Associate Professor & H.O.D. Department of Management RKDF College of Engineering‚ Bhopal‚ India Mr. Nishant Dabhade Assistant Professor‚ Department of Management RKDF College of Engineering‚ Bhopal‚ India Abstract: Qualitative services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout
Premium Mobile phone Customer service Service
Managing quality and Services Delivery Submitted By:-Poojaben Rupesh Gandhi Submitted TO:Dolapo Ajakaye Course:Diploma In Business Management Level:6(ATHE) ATHE REG No :=6338 Table of Contents INTRODUCTION: 4 TASK 1 4 1.1 Identifying stakeholder’s group 4 1.2 Impact of poor service Quality on the organization and stakeholders: 5 1.3 Analyzing ways of meeting stakeholders: 6 TASK 2 7 2.1 Analyzing quality and quality standards with relation to services delivery: 7 2.2 Approaches to quality management
Premium Quality management Quality assurance Management
must look at delivering the service with the best quality in order to attract the most customers and have a competitive advantage over their rivals. The focus of this thesis will be only on horse racing and XYZ LTD as the company also offer to the public the possibility to bet on international football matches as well. It analyses the customer satisfaction on the different aspect of the service offered by XYZ LTD and also the expectation of the customers about the service before and their perception
Premium Service Customer Quality of service
of an unwavering commitment to service‚ the hotel has won countless rewards and has been recognized with numerous awards for being the gold standard of hospitality. QUESTION 1: Most people see a Ritz Carlton hotel as a swanky building on a prime site‚ such as London’s Picadilly‚ but is the structure the essence of the hotel chain’s success? Whereas a product marketer works with tangible products: things that can be tasted‚ heard and seen in advance – a service marketer does not. As is clear
Premium Hotel Management Marketing
gaps model of service quality was first developed by a group of authors at Texas A&M and North Carolina Universities‚ in 1985. Based on exploratory studies of service such as executive interviews and focus groups in four different service businesses‚ the authors proposed a conceptual model of service quality indicating that consumers’ perception toward a service quality depends on the gaps existing in organization – consumer environments. Theory of the Gaps Model Perceived service quality can be defined
Premium Perception Customer service Philosophy of perception
A Framework for Managing the Quality of Health Services in N e w S o u t h Wa l e s “Improving safety and quality of care should be a central concern for all those in the healthcare system: policy makers‚ managers and health practitioners alike.” Taskforce on quality in Australian Healthcare June 1996 QUALITY AND BUDGET equal partners in health Quality Framework for NSW Health Steering Committee January 1999 NSWHEALTH 1 foreword With the increasing recognition
Premium Health care Healthcare Health economics