...Reza Shayestehfar; Bita Yazdani Purpose The purpose of this paper is to compare the perceptions of Bank Saderat Iran’s (BSI) customers in Isfahan and Dubai to find the probable differences in BSI service quality in these cities. Design/methodology/approach The required data were collected...

...Norzuwana Sumarjan; Susan W. Arendt; Mack Shelley Purpose Using the Malcolm Baldrige National Quality Award (MBNQA) criteria, the purpose of this study is to compare perceptions of Malaysian hotel quality managers (HQMs) and employees on leadership and workforce practices. Design/methodology...

... modular full and part time programmes. © MCB UP Limited 1998 Customers Perceptions Quality Service The driving force behind service quality in the private sector is competitive advantage. The cultivation of service quality is directed towards winning and retaining customers, while...

... internal customers. © MCB UP Limited 1996 Perceptions Public sector Purposes valuation Task analysis Departmental purpose analysis (DPA) originated at IBM under the title “Departmental activity analysis”. Different organizations and writers have given different names to what...

... about people’s perceptions of an organization’s strengths and weaknesses in quality leadership, planning, resource application, customer care and organizational performance. Shows how such assessments also enhance employees’ knowledge of quality, and their personal integration and involvement...