Satisfying customers is a core business challenge which has attracted considerable research attention. The existing customer satisfaction literature is dominated by two theoretical perspectives: the service profit chain (Heskett et al‚ 1994) and SERVQUAL (Parasuranam‚ Zeithmal & Berry‚ 1985). In brief‚ the service profit 1 chain posits a positive relationship between staff satisfaction‚ service quality and
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important factors in determining the feasibility of a banking operation. Thus‚ this study aims to measure customer satisfaction in Libyan commercial banks‚ using the structural equation model (SEM). This study uses the dimensions from the modified SERVQUAL model‚ namely Tangibility‚ Assurance‚ Reliability‚ Responsiveness and Empathy for 366 cross-sectional samples that were taken from three commercial banks in Libya‚ namely Gumhouria Bank‚ Wahda Bank and Sahara Bank in year 2012. The study found that
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A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL
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Topic: “Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e.‚ productivity and profit) to the external consequences of performance (i.e.‚ consumer well-being)‚ practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby
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from their visits to one selected ecotourism area‚ Kenyir Lake in Malaysia. Whether these visitors are satisfied with the quality of service delivered to them by the resort operators was investigated. Methodically speaking‚ this study modifies the SERVQUAL model and develops a refined service quality model that includes a sustainable dimension to better explain the context of this study. A survey was conducted with tourists who had stayed for at least one night at any of the six resorts that were operating
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History of the Gaps Model The 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
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The current issue and full text archive of this journal is available at www.emeraldinsight.com/1756-669X.htm IJQSS 1‚1 Service quality‚ customer satisfaction‚ and behavioral intentions in fast-food restaurants Hong Qin and Victor R. Prybutok Information Technology and Decision Sciences Department‚ College of Business Administration‚ University of North Texas‚ Denton‚ Texas‚ USA Abstract Purpose – This study aims to explore the potential dimensions of service quality‚ and examine the relationship
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1. The building blocks of competitive advantage include quality‚ customer responsiveness‚ innovation‚ and efficiency. Quality from a restaurant standpoint is getting what you pay for. To purchase an item such as wine from a restaurant that costs ninety-seven dollars per glass would have to be of good quality‚ as opposed to purchasing Boons Farm‚ and this costing you the same price. Quality is important in that if your company doesn’t posses good quality yet charges its customers for this inexistent
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Parasuraman‚ Zeithaml and Berry in the SERVQUAL model: reliability‚ responsiveness‚ competence‚ access‚ courtesy‚ communication‚ credibility‚ security‚ understanding the customer and tangibles. As Director Operation for Airport‚ the above SERVQUAL is very important to ensure our service quality for Airport is at higher position . Consistently make comparison with previous achievement will help to achieve more and more better marks for survey 2. SERVQUAL MODEL FOR AIRPORT OPERATION 2.1. Reliability
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References: ← Parasuraman‚ A.‚ Zeithaml‚ V. A.‚ & Berry‚ L. L. (1988‚ Spring). SERVQUAL ：a multiple-item scale for measuring consumer perceptions of service quality.
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