Service quality has been defined in different ways. According to the Bitner‚ Booms and Mohr (1994) define service quality as ‘the customer’s overall impression of the relative inferiority/superiority of the organization and its service’. Parasuraman‚ Zeithaml and Berry (1985) defined service quality as ‘a function of the differences
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Chapter I: Introduction 1.1 Company Background AirAsia Berhad‚ which is also known as AirAsia‚ is an airline company that provides air transportation service. The airline was established in 1993 and started operation 18 November 1996. A government-owned conglomerate DRB-Hicom originally founded it. They were having heavily indebted on December 2‚2001. An executive from company Tune Air Sdn‚ Tonny Fernandes‚ purchased it. The company’s headquarters is in Sepang‚ Selangor‚ Malaysia. After Tonny
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INTRODUCTION The deregulation of the Nigerian economy through SAP affected the Nigerian financial system in many ways (Umunnaehila‚ 1996). These include methods of licensing new banks and financial institutions‚ the pricing of credits and deposits‚ foreign exchange management‚ the sectoral matrix of credits and deposits‚ and banks’ branch networking‚ among others. The restructuring policy of SAP‚ also‚ brought deregulations in the Nigerian banking system which encouraged many new banks to enter
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SERVICE QUALITY OF TOURIST CAMPS IN MONGOLIA OYUN MYAGMAR Project submitted in partial fulfillment of the requirements for the degree BACHELOR OF TOURISM AND HOSPITALITY MANAGEMENT at RAFFLES UNIVERSITY Ulaanbaatar‚ MONGOLIA September‚ 2008 DECLARATIONS I declare the following: 1. That the material contained in this internship project/dissertation is the end result of my own work and that due acknowledgement has been given in the bibliography and references to ALL sources be they
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“Customer perception of interpersonal equity and satisfaction in transactions: a field survey approach”‚ Journal of Marketing‚ Vol. 53‚ April. Parasuraman‚ A.‚ Zeithaml‚ V.A. and Berry‚ L.L. (1985)‚ “A conceptual model of service quality and its implications for future research”‚ Journal of Marketing‚ Vol. 49‚ pp. 41-50. Parasuraman‚ A.‚ Zeithaml‚ V.A. and Berry‚ L.L. (1988)‚ “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”‚ Journal of Retailing‚ Vol. 64. Reichheld
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with Metro Mall at Sukhumvit Subway Station”‚ Retrived on Jan. 25‚ 2012 from http://thesis.swu.ac.th/swuthesis/Bus_Eng_Int_Com/Alisa_N.pdf. Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ and Berry‚ L.L. (1985)‚ “A Conceptual Model of Service Quality and Its Implication for Future Research”‚ Journal of Marketing‚ Vol. 49 (Fall)‚ pp.41-50. Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ and Berry‚ L.L. (1988)‚ “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”‚ Journal of Retailing‚ Vol. 64‚ No
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marketing management has transferred its focus from internal performance such as production to external interests such as satisfaction and customers’ perception of service quality. Based on this traditional definition of service quality‚ Parasuraman‚ Zeithaml‚ and Berry (1985) developed the "Gap Model" of perceived service quality. This model has five gaps: Gap 1. Consumer expectation - Management perception gap Gap 2. Management perception - Service quality specification gap Gap 3. Service quality
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In today’s world‚ information technology advancement has prompted the development of self-service technologies. Self-service technologies (SSTs) are the technological interfaces that allow customers to co-produce the services to serve by their own. It has brought significant changes to service retailers as it has changed the way that how firms provide services to customers and how customers interact with firm. It enables customers perform entire services by themselves without direct assistance from
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European Journal of Social Psychology‚ 22 (2)‚ 1992‚ 103-122. Oliver‚ Richard L. (1980)‚ “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions.” Journal of Marketing Research‚ 17 (4)‚ 460-469. Parasuraman‚ A.‚ Valarie A. Zeithaml‚ and Leonard L. Berry (1985)‚ “A Conceptual Model of Service Quality and its Implications for Future Research.” Journal of Marketing‚ 49 (4)‚ 41-51. Podberesky‚ Rosita‚ Robert H. Deluty and Stanley Feldstein (1990). “Evaluations of Spanish- and Oriental-accented
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C H A P T E R • • • • 4 Branding‚ brand equity‚ and brand extensions Woody G. Kim Handbook of Hospitality Marketing Management Introduction Brand management is a topic of considerable interest for both academia and industry. Building and managing strong brands is considered to be one of the crucial tasks of brand managers for the success of any hospitality and tourism organization. Strong brands provide a series of benefits to service firms‚ such as greater customer loyalty and higher
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