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Keywords: SERVQUAL model
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Journal Articles
Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications
Available to Purchase
International Journal of Quality & Reliability Management (2024) 41 (4): 1142–1164.
Published: 15 November 2023
... software. Both the Service Quality (SERVQUAL) model and expectation disconfirmation theory (EDT) were exploited to shed light on the impact of consumer satisfaction. Findings Analysis of responses from the 250 participants unveiled that novelty-seeking positively influences consumer satisfaction...
Journal Articles
Service quality evaluation of car rental industry in China
Available to Purchase
International Journal of Quality & Reliability Management (2013) 31 (1): 82–102.
Published: 20 December 2013
... rental service, as an alternative solution for private car, becomes a new trend. The market is disorganized now. This research aims to use SERVQUAL model to further examine which dimension has great contribution to service quality. Design/methodology/approach – A service quality evaluation scale...
Journal Articles
Measuring service quality of conventional and Islamic banks: a comparative analysis
Available to Purchase
International Journal of Quality & Reliability Management (2011) 28 (8): 822–840.
Published: 06 September 2011
...Manshor Amat Taap; Siong Choy Chong; Mukesh Kumar; Tat Kee Fong Purpose Based upon an extended SERVQUAL model, this paper attempts to measure and compare the service quality between conventional and Islamic banks in Malaysia. Design/methodology/approach A new dimension, i.e. convenience...
