...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...

...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...

...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...

...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...

... to the conceptual and operational criticisms directed towards both SERVQUAL and SEVPERF models, alternative instruments in measuring service quality in HE have been developed (e.g. Douglas et al., 2006 ; Owlia and Aspinwall, 1998). In HE, a core service is the lecture, but other supplementary services...

... almost nothing to the improvement of customer satisfaction and value, or service quality, cycle time and employee motivation. Accordingly, different perspectives have been introduced to help firms compete successfully and survive in the long‐term, for example, the special interests of other...

... differentiation strategy, epitomised by the ephemeral Singapore Girl, has turned out to be enduring and difficult‐to‐match over the past 25 years and still shows no signs of letting up. © MCB UP Limited 2000 Airlines Singapore Brands Differentiation Strategy Service quality The seed...