...Ahu Yazıcı Ayyıldız; Erdogan Koc; Tugrul Ayyildiz; Sercan Hatipoglu Purpose The SERVQUAL model has been widely employed to assess customers’ expectations and perceptions of service quality. However, no validated instrument currently exists to measure service employees’ awareness and knowledge...

... intention) from both demand and supply perspectives in Ningxia, China, by using the SERVQUAL model and the self-determination theory. Design/methodology/approach The research comprises two studies with an exploratory sequential mixed-methods approach. Study 1 adopted semi-structured interviews...

... Limited 2015 SERVQUAL Hotels Customer satisfaction Service quality Value Hotel selection Continually updating our understanding of how an ever-evolving customer-base perceives service quality in hotels is critical. Competition among hotels to attract and retain customers is intense...

... that there were significant variations for service quality between the six hotels. © Emerald Group Publishing Limited 2004 Customer services quality Hotel and catering industry Case studies SERVQUAL United Kingdom Service quality incorporates the concept of meeting and exceeding...