Performance: Evidence from the Retail Banking Study’‚ Management Science‚ Vol. 45‚ No. 9‚ pp. 1210–1220 3. Stafford‚ M 4. Buttle‚ F. (1996). SERVQUAL: Review‚ critique‚ research agenda. European Journal of Marketing‚ 30 (1)‚ 8-32 5. Frochot‚ I 6. Zeithaml‚ V. A.‚ Bitner‚ M. J. & Gremler‚ D. D. (2006). Services marketing‚ integrate customer Focus across the firm‚ 4th Edition. New York: McGraw-Hill Irwin 7. Hekett‚ J 8. Sweeney (1997) “ ABM lifts bank’s bottom line”Management accounting‚Page 20-22 9
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Managing Service Quality‚ 59 60. Yang Z.‚ Jun M. and Peterson R.‚ (2004): “Measuring Customer Perceived Online Service Quality: Scale Development and Managerial Implications”‚ International Journal of Operations and Production Management‚ 61 62. Zeithaml‚ V.A.‚ Parasuraman‚ A. & Malhotra‚ A. (2000). A Conceptual Framework Customer Perceived Online Service Quality 6.1 Appendix 01: Questionnaire
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customer loyalty Business Information Management Association (IBIMA) Conference on Creating Economies through Innovation and Knowledge Management‚ June 29-30‚ 2009‚ Ytlcommunity.com. (2006). Malaysian cosmetics: Easier approval in Asean. 31‚ 2010‚ Zeithaml‚ V. A. (1988). Consumer perceptions of price‚ quality and value: A means-end model and synthesis of evidence
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Dr. sc. Jasmina Gržinić Assistant Professor Department of Economics and Tourism «Dr. Mijo Mirkovic» University Jurja Dobrile in Pula CONCEPTS OF SERVICE QUALITY MEASUREMENT IN HOTEL INDUSTRY UDK / UDC: 640.41(658.562) JEL klasifikacija / JEL classification: L83 Stručni rad / Professional paper Primljeno / Received: 31. svibnja 2007. / May 31‚ 2007 Prihvaćeno za tisak / Accepted for publishing: 03. srpnja 2007. / July 03‚ 2007 Summary The quality of service in hotel industry is an important
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INTRODUCTION In ordinary usage‚ price is the quantity of payment or compensation given by one party to another in return for goods or services. In modern economies‚ prices are generally expressed in units of some form of currency (For commodities‚ they are expressed as currency per unit weight of the commodity‚ e.g. Tshs per kilogram.) Although prices could be quoted as quantities of other goods or services this sort of barter exchange is rarely seen. Prices are sometimes quoted in terms of vouchers
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into the Philippine convenience store industry. Canada Agri-Food Service (accessed June 2004)‚ http://atn-riae.agr.ca/asean/e3476.htm ] Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ & Berry‚ L.L. (1986). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Cambridge‚ MA: Marketing Science Institute. Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ & Berry‚ L.L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing‚ 64‚ 12-40. Patalinghug
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2 InternationalChocolateof E-Business Research‚ 4(4)‚ 2-42‚ October-December 2008 701 E. Journal Avenue‚ Suite 200‚ Hershey PA 17033-1240‚ USA Tel: 717/533-8845; Fax 717/533-8661; URL-http://www.igi-global.com This paper appears in the publication‚ International Journal of E-Business Research‚ Volume 4‚ Issue 4 edited by In Lee © 2008‚ IGI Global IGI PUBLISHING ITJ4383 a study of internet service Providers in Hong Kong T.C.E. Cheng‚ The Hong Kong Polytechnic University‚ Hong Kong L
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Bond. Rand Journal of Economics. Vol. 19‚ Autumn‚ pp. 458–66. Yoo‚ B.‚ Donthu‚ N.‚ and Lee‚ S. (2000). An examination of selected marketing mix elements and brand equity. Journal of the Academy of Marketing Sciences. Vol. 28‚ No. 2‚ pp. 195-211. Zeithaml‚ V.A. (1988). Consumer perceptions of price‚ quality‚ and value: A means-end model and synthesis of evidence. Journal of Marketing. Vol. 52‚ No. 3‚ pp. 2-22.
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School of sustainable development of society and technology EFO703 Bachelor thesis in Business Administration Business Administration‚ basic level-300‚ 15 ESTC-points Supervisor: Angelina Sundström Västerås‚ 2010-06-04 Customer Relationship in Tourism Industry --- A case study of Swedish travel agency Group 2546: Yanfei Yan Jie Yang Abstract Title: Customer Relationship in Tourism Industry – A case study on a Swedish Seminar date: 4th of June‚ 2010 Level: Bachelor thesis in Business Administration
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1 RESEARCH PAPER CUSTOMER PERCEPTIONS‚ EXPECTATIONS AND GAPS IN SERVICE QUALITY: AN EMPIRICAL STUDY OF CIVIL AVIATION INDUSTRY IN INDIA BY DR. MOHAMMED NAVED KHAN Senior Lecturer Department of Business Administration Faculty of Management Studies & Research Aligarh Muslim University Aligarh-202002 (UP) INDIA e-mail: mohdnavedkhan@gmail.com Ph: 0091571 2701184(R) Mobile : +919411800860 VIPPAN RAJ DUTT Doctoral Research Scholar (Corresponding author) Faculty of Management Studies and Research
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