...Gomidu Boyagoda; Saduni Malsha Thalagala; Sanjula Lakruwan Pathirana; Shehan Jeewantha; Krishantha Wisenthige Purpose This study aims to explore the impact of system quality, information quality, service quality and customer empowerment on customer satisfaction and e-commerce success in Sri Lanka...

... structural equation modelling. Findings The results reveal that four out of five analysed factors (attitude, behavioural intention, satisfaction, and attitudinal loyalty) had a positive influence on customers' actual purchase behaviour. However, no direct influence of perceived service quality...

...Fatma Sonmez Cakir; Sumeyye Ozdemir; Zafer Adiguzel Purpose The research purpose to investigate the impact of information management on firm performance through service quality and perceived customer relationship quality in the context of Global System for Mobile Communications (GSM) companies...

... such as organizational culture and service quality, the evolving learning environment in the digital age and the importance of preparing executives in the field of sustainability. Practical implications The study offers practical insights and suggestions to universities and educational institutions aiming...

... the service quality of AI-enabled neo-banking services and their impact on online brand experience, customer trust and customer loyalty in an emerging economy such as India. Design/methodology/approach A “cross-sectional design” was employed to collect primary data from 439 consumers through a “self...

... 2025 08 04 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Healthcare HPWS Quality of care Service quality Employees The high-performance work systems (referred as HPWS henceforth) are identified to play a crucial role...

...Chonlatis Darawong Purpose This study seeks to investigate the impact of service quality on patient loyalty in the context of hospital pharmacy services, taking into consideration the moderating effect of illness condition. The findings shed light on the significance of various dimensions...

...Maria Anna Pagnanelli; Annarita Colamatteo; Fabio Cassia; Marcello Sansone Purpose This study aims to extend the Technology Acceptance Model 2 (TAM2) by incorporating hedonic motivation and service quality and exploring their collective impact on users’ continuance intention in the context of e...

...Mikul Budhiraja; Ishwar Mittal Purpose This research explores how perceived product and service quality affect brand equity within hybrid business models, particularly in the automotive industry. Additionally, it examines how brand equity influences consumer behavioural intentions, emphasising...

...Michael Mba Allan; Clemence Alomenu; Peter Anabila Purpose The study investigates service quality in developing customer loyalty in Ghana’s auto detailing industry. The study also examines how customer satisfaction and service innovation indirectly and positively influence the relationship between...

...Berhanu Tolosa Garedew; Daniel Kitaw Azene; Kassu Jilcha; Sisay Sirgu Betizazu Purpose The study presented healthcare service quality, lean thinking and Six Sigma to enhance patient satisfaction. Moreover, the notion of machine learning is combined with lean service quality to bring about...

... effect of consumer brand identification (CBI) and perceived value on the relationship between service quality and loyalty. Design/methodology/approach In this research, quality is related to loyalty through value and CBI. A conclusive research design was adopted to determine whether value and CBI...

...Abdul Rauf; Norhilmi Muhammad; Hamid Mahmood; Muhammad Aftab Purpose The primary objective of this study is to conduct a comprehensive literature review focused on the concept of service quality within the healthcare sector. This research aims to categorize and analyze the various dimensions...

...Subashini Ramakrishnan; Meng Seng Wong; Myint Moe Chit; Dilip S. Mutum Purpose This paper aims to examine the mediating role of occupational stress in addressing the missing gap between organisational intelligence (OI) traits and digital government service quality. Design/methodology/approach...

...Angelos Pantouvakis; Ilias Vlachos; Dionysios Polemis Purpose This study aims to reveal the constituents of seafaring service quality (physical and social environment) and their effects on seafarer employee satisfaction (job satisfaction and turnover intention) and analyse any differences among...

... service quality should be improved. Further, the study proposes a unique performance analysis model based on performance scores and customer perception. Although the issue of measuring service quality for service centers is not new, a pandemic's potential effect on the VCC's service quality and employee...

...Pratik Ghosh; Deepika Jhamb; Rahul Dhiman Purpose The aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India by integrating QUICKSERV into an established model of consumer...

...Shubham Senapati; Rajeev Kumar Panda Purpose Over the years, despite the best efforts to evaluate service quality through multiple techniques, the connotation between service deliverance and consumer expectation remains sporadic. In the quest to quantify service quality from an innovative...

... a combination of text mining techniques to analyse Airbnb reviews, identifying service quality attributes and assessing their relation to the users' sentiment. More than two million reviews written by guests in four European cities are analysed. First, topic modelling is applied to find the quality attributes...

...). The mediating impact of outpatient satisfaction on service quality, word of mouth (WoM), hospital image, outpatient–physician relationship and outpatient loyalty were tested. Design/methodology/approach The sample data used to test the hypotheses were drawn from a pool of patients served by a government...