... 2024 24 09 2024 24 09 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Quantitative methods Qualitative methods Measurement Polat et al. (2024) extend the common structural equation model with artificial...

... al., 2004 ; Dagger and Sweeney, 2007 ; Dean, 2007 ; Webster, 1993). Other research has looked at drivers of SQ such as employee expertise, firm orientation and physical environment (Brady and Cronin, 2001a , 2001b ; Grewal et al., 2007 ; Walsh and Beatty, 2007). Measurement Meta...

...Caroline Fisher; Michael M. Pearson; Jerry R. Goolsby; Marina H. Onken Purpose Previous studies of musical group performance have suggested the need for reliable and valid measures of success. This paper aims to investigate this issue. Design/methodology/approach Using Nunnally's methodology...

...G. Ronald Gilbert; Cleopatra Veloutsou Purpose This paper seeks to identify service satisfaction measures that can be used across industries. Design/methodology/approach The paper attempts to identify empirically core characteristics of customer satisfaction ratings across six industries based...

...Lianxi Zhou This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability...

...William E. Kilbourne; Jo Ann Duffy; Michael Duffy; George Giarchi This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor...

... in driving customer satisfaction. Strengths and weaknesses of the two approaches are discussed. © MCB UP Limited 2002 Customer satisfaction Measurement The derived‐importance approach centers on the statistical association between predictor variables and the criterion variable. A common way...

... quality. In another research work Sureshchandar (2000) empirically validated the proposed service quality factors by developing a survey instrument consisting of 41 items. A seven‐point Likert scale, with 1 denoting very poor and 7 denoting very good, has been used to measure the levels of service quality...

...Martin O’Neill; Adrian Palmer; Steven Charters This paper seeks to investigate the conceptualisation and measurement of the service quality construct and its relationship to behavioural intention through an application of the importance‐performance technique within the Australian wine tourism...

... equity, however, like many of the branding concepts, has an equally important role in the service markets. For this reason, this study applied ten existing consumer based measures of brand equity to a financial services market (credit cards). The convergent and predictive validity of these measures...

...Rose L. Johnson; Michael Tsiros; Richard A. Lancioni Initially, development of theory and processes for the evaluation of service quality lagged behind that for evaluating product quality. Even now, service quality measurement is beset by several problems. Describes some of the difficulties...