...Pedro Cuesta-Valiño; Cristina Loranca-Valle; Estela Núñez-Barriopedro; Azucena Penelas-Leguía Purpose The main aim of this work is to design a model in which service quality receives satisfaction and trust and they have influence on happiness and loyalty. Design/methodology/approach A SEM-PLS...

...Syed Faraz Ali; Muhammad Naeem Purpose The purpose of this paper is to unfold the relationship between service quality and level of performance of conventional and Islamic banks. Also, it intends to uncover what are the features of service quality which can raise the level of performance either...

...Dian Anggraece Sigit Parawansa Purpose The purpose of this paper is to investigate the effect of commitment and customer’s satisfaction on the relationship between service quality and customer retention. Design/methodology/approach The research was conducted on the entire customer rural banks...

...Solimun; Adji Achmad Rinaldo Fernandes Purpose The purpose of this paper is to investigate the mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty, in a study in Telkomsel-Indonesia. The product...

...Ria Mardiana Yusuf Purpose The purpose of this paper is to confirm the direct and indirect effect of employee ability, perceived ethic, and leadership and leadership to service quality through employee commitment. Design/methodology/approach A survey instrument is using to collect the data...

... service characteristics include intangibility, perishability, heterogeneity and inseparability. These characteristics make it difficult for increasingly demanding students to make choices between university providers, unless they are aware of the quality of education provision. Service quality...

... in terms of customer perceived quality. On the other hand, the same attributes can be understood even better in terms of customer value if they are combined, and the combination of performance and service can then measure how the company's product and service quality contributes to creating value for its...

... MCB UP Limited 2000 Airlines Singapore Brands Differentiation Strategy Service quality The seed that was to blossom into the Singapore Airlines (SIA) of today was planted on 1 May 1947 when a Malayan Airways Airspeed Consul took off from Singapore on the first of three scheduled...