Customer Perceptions of Bank Service Quality in a Developing Country: Some Evidence from the Turkish Republic of Northern Cyprus Hüseyin ARASLI - Salih KATIRCIOĞLU - Salime Mehtap SMADI Eastern Mediterranean University‚ TRNC Hüseyin Araslı is an Assistant Profesor of Management at Eastern Mediterranean University. He has been teaching management courses for 8 years in Tourism Department and recently published several articles in different journals; for example‚ in journal of small business managment
Premium Cyprus Northern Cyprus
1.0 INTRODUCTION AND REVIEW OF LETERATURE 1.1 INTRODUCTION During the past few decades‚ customer satisfaction and service quality have become a major area of attention to practitioners and researchers. Both concepts have strong impact on business performance and customer behaviour. Service quality leads to higher profitability (Gundersen et al.‚ 1996) and customer satisfaction (Oliver‚ 1997). Furthermore‚ a number of empirical studies indicate a positive relationship between customer satisfaction
Premium Hotel Spearman's rank correlation coefficient
SERVICE QUALITY AND CUSTOMER SATISFACTION OF THE BEAUTY-CARE SERVICE INDUSTRY IN DHAKA: A STUDY ON HIGH-END WOMEN’S PARLORS Parisa Islam Khan‚ Eastern University Ayesha Tabassum‚ Eastern University The beauty-care service industry is one of the flourishing industries in Dhaka‚ the capital and largest city‚ in terms of population density‚ in Bangladesh. The growing number of beauty-conscious women and their demand for variety of services cater to the growth and importance of this industry. This study
Premium Quality of service Service Customer
quality of those organizations. Researcher from different areas and eras are continuously developing the methods of improving any system. Mei et al. (1999) examined the dimensions of service quality in the hotel industry in Australia. They used the SERVQUAL instrument as a foundation and developed a new scale called HOLSERV scale‚ a new instrument to measure service quality in the hotel industry. [1] Perceived service quality derives from the individual service encounter between the customer and the
Premium Service system Process capability Service of process
service and the satisfaction level of the customer. In this case‚ a consumer experiences a particular service at a hairdressing saloon. The customer expectations are compared with actual outcome. In addition‚ the report also defines and explains SERVQUAL and relates it to the service diary. The service dairy is made to show the importance of a service to a customer and it provides information related to the expectations and what really happened during the consumption of the service. Hence‚ it
Premium Customer service Customer Service
The current issue and full text archive of this journal is available at www.emeraldinsight.com/0265-671X.htm IJQRM 24‚6 Bank service quality: empirical evidence from Greek and Bulgarian retail customers Eugenia Petridou‚ Charalambos Spathis and Niki Glaveli Department of Economics‚ Division of Business Administration‚ Aristotle University of Thessaloniki‚ Thessaloniki‚ Greece‚ and 568 Received September 2005 Revised February 2006 Accepted May 2006 Chris Liassides City Liberal Studies
Premium Bank
costs. As of the current moment in developed countries around the world‚ the complexity of managing customer interactions grows as fast as the screaming pace of technology innovation. To measure a firm’s service quality‚ RATER‚ previously known as SERVQUAL before the model was refined in the early 1990s‚ acts as a measurement guide for customers by comparing their perceptions with their expectations to the 5 aspects – reliability‚ assurance‚ tangibles‚ empathy and responsiveness. This simplified
Premium Customer service Customer relationship management Marketing
hotel industry‚ it is hard to tell the service is good or not just by the word from the employees or the guests. But‚ SERVQUAL provides a technology for measuring and managing service quality (Buttle 1995). And it compares the overall performance and the overall importance with five dimensions‚ which included tangibility‚ reliability‚ responsiveness‚ assurance‚ empathy. In SERVQUAL‚ both - store service performance and consumer expectations of the hotel‚ are explicitly measured to assess the ‘gap’
Premium Hotel Quality of service Service
if an employee or product performed exactly as intended‚ a consumer may be dissatisfied for another reason. In 1988‚ Parasuraman identified five dimensions ( cut down from ten dimensions in 1985) which are used to measure service quality called SERVQUAL : Tangibles: appearance of physical facilities‚ equipment‚ personnel‚ and communication
Premium Customer service Service KFC
effective level of service. As was said before‚ the customer or client is more involved and more likely to be a coproducer in a service relationship. Poor quality will rapidly become self-evident. 2. What is the SERVQUAL instrument‚ how is it used‚ and what does it reveal? The SERVQUAL instrument is a customer survey that is used for assessing service quality. It consists of two 22 question surveys measured on a Likert scale that address each of the five dimensions of service quality. Customers
Premium Customer service Good Tertiary sector of the economy