Service quality has become a predominant part of all advanced organizations' strategic plans. Increasing attention paid to service quality has resulted in more progress and profit in organizations. Higher education possesses all the characteristics of service industry, i.e., int…
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The purpose of this study is threefold: first, identifying the factors that explain patient perceptions of Saudi public hospital quality; second, examining the relationship between contracting out the management and operation of Saudi public hospitals and the level of perceived …
In today's competitive environment, where all students have many options opened to them, factors that enable educational institutions to attract and retain students should be seriously studied. Higher education institutions, which want to have competitive edge in the future, may…
The higher education sector in developing countries is currently facing several challenges generated by a dynamic environment and characterised by rapid technological change and increased demand. This thesis aims to examine the direct and indirect associations between the compon…
Globalisation and stiff competition have changed the landscape of doing business. Decrease in customer loyalty and increase in customer expectations have challenged businesses to come up with unique methods of enhancing their quality of service. The same is true for airlines ind…
Flooding is a global challenge that has plagued mankind throughout history, affecting over 164 million people worldwide in 2007 alone. As the frequency of flooding increases in England and Wales coupled with an increase in the number of properties at risk of flooding and the att…
The main objectives of this study are to demonstrate the significance of customer service quality in the banking sector of Cyprus in order to enable managers in banking organisations to identify the determinants of customer perceptions of service quality and ultimately to provid…
Service quality has been shown to be critical for the success of service organisations. However, the quality of service delivered by an organisation is dependent on the behaviours of organisational members. Therefore, understanding the various processes that foster desirable ser…
The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the c…
The objective of this research is to investigate service quality attributes along with a measure of perceived value and satisfaction to determine the direct and indirect effect on bank customer's loyalty. The study also seeks to identify the most important attributes/cues in ban…
Since the beginning of time, people have traveled far and wide seeking to gain affirmation of their faith, and to honor the lands where their religious beliefs originated. Faith tourism, or religious tourism, is a pilgrimage that is exclusively or strongly motivated by religious…
The main purpose of this study was to explore guests' waiting experience at hotels in Saudi Arabia, as well as the role of delay on overall experience. Investigating the effects of guests' waiting experience on service quality and subsequent satisfaction with overall experience …
Internet banking services have faced a considerable expansion in terms of the number of users in the last few years. This makes Internet as a financial service delivery platform witness a number challenges. One of these is offering better-quality services to existing customers a…
This thesis aims at investigating the level of service at departure area of KKIA. The study further measures the perceived quality of service and passenger satisfaction in term of tangibles, reliability, responsiveness, assurance and empathy by using five steps of lean six sigma…
The concept of ‘customer experience’ has evolved as an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept has received during the last few years, the explanation of customer experiences have remained vague and…
The main objective of this research is to examine the relationship between the internal and external service quality dimensions in Egyptian commercial banks. To achieve this objective, the thesis introduced the internal–external service quality model which proposes that the inte…
Bu tez çalışmasının amacı, sağlık çalışanlarının sergiledikleri duygusal emek davranışlarının, hizmet kalitesi ve işe yabancılaşma üzerindeki etkisini belirlemek, aynı zamanda işe yabancılaşmanın hizmet kalitesi üzerindeki etkisini incelemektir. Örneklem grubunu İstanbul ilinde …
The issue of business process capabilities and internal service quality has been explained from different approaches. However, the relationship of those two variables to health care service quality, patient satisfaction, behavioral intentions has received little attention in the…