Customer perceptions of service quality
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The influences of store environment on customer perceptions and behavioral intentions in restaurants
This study extend the existing literatures by developing a model that accounts for the influences of three restaurant’s store environment factors on customer’s perceptions, including perception of store, food quality and customer service quality and their effects on customer’s behavioral intention.
22p viindra 06-09-2023 6 5 Download
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Ebook Services Marketing: Part 1 presents the following content: Introduction to Services Marketing; Service Marketing Environment; The Service Marketing Mix and Purchase Process; Customer Expectations and Perceptions of Services through Marketing Research;...Please refer to the documentation for more details.
124p chankora 16-06-2023 7 4 Download
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This study’s analysis of the discrepancy/gap between expectations and perceptions of the quality of service, identifies deficiencies and areas of dissatisfaction that offer opportunities for university managers to improve overall student services, to build a long-term relationship with the customers, and to improve the institution’s reputation.
288p runthenight04 02-02-2023 4 2 Download
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This paper is aimed at analyzing the customers’ expectations and perceptions of deposit service quality at a specific bank branch in Vietnam, as service quality has been considered as an essential factor for success and acknowledgement in the banking field.
17p visherylsandberg 18-05-2022 9 1 Download
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The first purpose of this study is to integrate relevant literature and develop a comprehensive research model to identify the influence of standardization and customization on the perception of customers. The second purpose of this study is to empirically test the research model through conducting survey research in the service industry.
19p viuchinaga2711 21-10-2021 10 0 Download
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The outcome of this research shows an insight into the impact of service quality on outcome variables viz. perceived value, customer satisfaction, post purchase intension and loyalty.
8p murielnguyen 01-07-2020 24 2 Download
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This paper evaluates the customer perceptions of service quality in select Life insurance companies. Data was collected from 163 customers of selected insurance companies using an interview schedule through a structured questionnaire.
10p murielnguyen 25-06-2020 11 1 Download
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Service Gap Model concerns with enhancement of service quality. It provides a path to the retailers about closing the gap between customers’ expectations and the perceived service.
9p murielnguyen 25-06-2020 19 1 Download
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The study is to examine customers’ perception of service quality and overall satisfaction in the boutique hotel industry of Kolkata, West Bengal. The perceived service quality of hotel attributes is to be examined and the factor structure of service quality perception is to be determined.
6p guineverehuynh 21-06-2020 24 3 Download
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The issue is of importance to address the often raised concerns of differences in working and quality of services provided by public and private sector banks.
12p guineverehuynh 22-06-2020 10 0 Download
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To survive and excel in today’s competitive market organizations must realize the significance of customer-oriented business philosophies and quality management approaches in managing the business. Customers are becoming more aware of their requirements. Their expectations and perceptions are continually evolving making it more difficult for the service providers to measure and manage services effectively and efficiently.
11p tocectocec 19-05-2020 8 1 Download
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This research took a verification approach by the Structural Equation Modeling (SEM) technique. The results indicate that service quality, price fairness, and customer satisfaction played an important role in building customer trust. Customers’ positive experiences, optimum service quality, and price fairness perception enabled the airline company to be closer to them and build their trust. Satisfaction was proven to mediate the relationship of service quality and price fairness to customer trust.
8p tozontozon 25-04-2020 26 1 Download
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This study aims to investigate the relationship between service quality, price perception, customer satisfaction and loyalty. Survey method was applied with the sample size of 350 conducted with Nguoi Ban Vang pawnshops located in Ho Chi Minh City. The study results showed that service quality, price perception, and a new factor identified through the exploratory factor analysis, named staff competency, have significant impact on customer satisfaction at the significance 0.05 level. The research also found that customer satisfaction impacts positively significantly on customer loyalty at 0.
12p nguyenminhlong19 22-04-2020 61 4 Download
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This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival.
19p vithomasedison2711 14-08-2019 26 1 Download
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The research study is an investigation into customer perceptions of service quality in the commercial banking sector of Nigeria: A case study of Skye Bank Plc. The overall goal of the study is to identify the level to which customers perceive service quality currently practised in Nigerian banking industry. To consult more Economic essay sample, please see at: Bộ Luận Văn Thạc Sĩ Kinh tế
120p nguyenyenyn117 18-06-2019 45 5 Download
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Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example.
10p emvitbeo 17-12-2009 281 79 Download