investigate the critical factors which help to determine the expectations that consumers have about the fast food industry and their perceptions of service quality from experience. Our intention was to replicate research in other industries using the SERVQUAL instrument (Parasuraman‚ et al.‚ 1988) to the fast food industry and extend the research by using multiple and longitudinal responses from participants about meals eaten at local establishments. We chose the limited service restaurants (fast food)
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2021 Nicosia Cyprus +357 99 611079 Leontios.philotheou@cytanet.com.cy Paper presented at the 2007 POMS College of Service Operations ABSTRACT In this paper‚ the results of a study using an adapted version of Parasuraman et al’s (1988) SERVQUAL questionnaire‚ administered in three‚ 4* hotels in Cyprus to samples of both guests and hotel staff‚ will be presented. The aims of the survey were to identify shortcomings in the service provided so that it might be improved; identify discrepancies
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Mercer‚ D.‚ (1996) Marketing. 2nd ed. Oxford: Blackwell. P 311 Palmer‚ A Parasuraman‚ A.‚ et al. (1985) A conceptual model of service quality and its implications for future research‚ Journal of Marketing‚ 4(4)‚ p41-50. Parasuraman‚ A.‚ et al. (1988) SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality‚ Journal of Retailing‚ 64(1): p12-40 Pugh‚ S
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and Ming-Hsien Yang College of Management‚ Fu-Jen Catholic University‚ New Taipei‚ Taiwan Abstract Purpose – Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to build a broader understanding of the determinants of customer satisfaction throughout the financial services industry by incorporating the perceptions of fairness in service delivery (FAIRSERV) and outlining
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daughter has amounted to approximately £250 a month on "unnecessary food". According to Judge Denzil Lush‚ the divorcee often used to turn up at a nursing home with different types of junk food items such as pork pies‚ biscuits and mini sausage rolls. He further stated that the woman in her 50’s had supplied too much and had purchased items for which the elderly woman held little appetite for. Judge Lush has even moved forward so as to review the manner in which the money was being spent. The judge held
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Reflection on group work Project |Content |Page | |Content |2 | |Introduction |3 | |The Group
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Investigation of online service quality of HSBC‚ with regard to customer satisfaction Case study based on HSBC Bank (UK) BY Nishar chozhivalappil 1092227422616 Dissertation submitted in fulfillment of the requirements for the degree in master of business administration at University of wales Student Name : Date : ------------------------------------------------- ABSTRACT The theoretical methodology adopted in this research study has been developed according to an existing methodology
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questionnaire 3. A background on the dimensions of customer service quality 3.1. Service quality evaluation in the banking industry 3.2. Banks‚ customer relationships‚ and customer defection 4. Measures of relationship 5. Independent variables: SERVQUAL dimensions 6. Propensity to switch banks 7. Univariate tests 7.1. Comparison between high and low propensity to switch 8. A multivariate
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(1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al.‚ (1988)‚ Cronin and Taylor (1992)‚ and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and
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A STUDY ON RELATIONSHIP BETWEEN QUALITY OF SERVICE AND STUDENTS’ SATISFACTION AT UNIVERSITY CAFETERIA 1. BACKGROUND OF THE STUDY The college student market is currently influencing the expansion of university food services. Due to the dining unit options as well as increasing off campus competitors‚ college students are not tolerating poor quality of food served by university dining services. The college student market is currently influencing the development of institutional food service
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