service quality
This topic currently groups 9 published articles across 9 issues.
The effect of customer satisfaction in the betting shop on service quality: A UK perspective
Shaheda Akther • Palto Datta
Volume 19 Issue 02 · 08 May 2025
Purpose: This study aims to investigate the relationship between service quality and customer satisfaction within the context of betting shops in the United Kingdom. It does this by outlining the stringent regulations t…
The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe
Morelight Virima • Maxwell Sandada • Tinashe TR Ndoro • Tinashe Chuchu
Volume 14 Issue 01 · 29 Sep 2019
The purpose of the research was to examine the impact of service quality on customer satisfaction amongst customers in the internet service provision sector of Zimbabwe. In the study, service quality consisted of six di…
An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh
Palto Datta • Peter Fraser • Mohamed Lebcir
Volume 13 Issue 02 · 07 Dec 2018
The context of this study is Bangladesh`s food retailing sector. The main purpose of this study is to investigate the relationship between Customer Relationship Marketing (CRM) and cus…
An assessment of youth's perception of the service quality of large food retailers in South Africa
Shaheen Adam • Robertson K. Tengeh • Chris Cupido
Volume 12 Issue 3 · 20 Apr 2018
All retailers are obliged to compete in an environment which is characterised by increasing competition, uncertain economic conditions and the increasingly sophisti…
Is SERVQUAL an inclusive indicator of SME's service quality advantage during an economic downgrade?A South African case
Carly Prinsloo
Volume 12 Issue 2 · 19 Jan 2018
The purpose of this paper is to examine the impact of firm-created and user-generated social media brand communication on five consumer-based brand equity (CBBE) dimensions through Facebook on the Egyptian fast-moving c…
Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system
Narentheren Kaliappen • Haim Hilman • Ahmed Abubakar
Volume 11 Issue 3 · 22 Apr 2017
This study examined the effects of market orientation, service quality and star rating system on Malaysian hotel performance. 475 questionnaires distributed to three star and above hotels and 206 completed questionnaire…
The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company
Eman Mohamed Abd-El-Salam • Ayman Yehia Shawky • Tawfik El-Nahas
Volume 08 Issue 1 · 02 Jun 2014
The purpose of this paper is to explore the relationship among corporate image and reputation, service quality, customer satisfaction and customer loyalty through a case analysis on one of the biggest Egyptian company.…
Customer Services Quality and Customer Satisfaction in the Retail Banking Industry in Gahan
Yvonne Nimoh-Brema
Volume 04 Issue 1 · 09 Sep 2013
This study seeks to examine the quality of service delivery of retail banks in Ghana using the five SERVQUAL dimensions by Parasuraman et al 1990. It also ascertains the perception of quality service held by customers o…
An application of sweeney's risk-price-quality-value framework through a consideration of store brand merchandise
Justin Beneke
Volume 07 Issue 1 · 18 Jul 2013
This study endeavoured to examine the antecedents of customer’s willingness to buy store branded household cleaning products. The study examined this phenomenon in a retail setting by considering the key constitue…