... and responsiveness) was implemented to measure the gap between patient’s perception and expectation in health-care service quality. Findings The SERVQUAL tool proved to be reliable and valid in assessing service quality in Syrian health-care setting. The assessment of the service quality from a patient’s...

... a model investigating how loyalty programme service quality (LPSQual) enhances programme perceived value and programme satisfaction to win loyalty among cardholders. Design/methodology/approach Quota sampling technique, using a self‐administered questionnaire survey, was used with a total...

...Arash Shahin; Ali Attafar; Monireh Samea Purpose The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness. Design/methodology/approach A new approach is proposed, in which...

... in order to be the most preferred bank for a certain market segment or prospect. A key way to build a strong competitive position is through @ management, IT and product/service quality and differentiation. Evaluation of the relationship between quality, and positioning requires an understanding...

.... One is to foster a climate of learning on the job in the spirit of development and heightened performance. The second is to convey and reinforce cultural values. Organizations that preach service quality and do a good job at staff orientation and training are more likely to have their service quality...

... and each involvement strongly influences downstream processes and requirements. The vast riches and opportunities of the future service‐oriented world belong to those who understand the customer experience from the customer’s viewpoint and can and will offer high value solutions. Service quality...