Search results

1

Service quality in online marketing: Customers centric analysis

100%

Durkasree P., Ramesh M.

Perspectives of Innovations, Economics and Business

|

2011

|

vol. 7

|

issue 1

27-34

EN

In this ICT age, we witnessed a substantial growth of internet based services. One of the key challenges of the online as a service delivery channel is how they manage service quality, which holds a significant importance to customer satisfaction. The purpose of this study was to gain a better understanding of the service quality dimensions that affect customer satisfaction in online marketing from a customer perspective. The data were collected through a questionnaire with 127 online shoppers. Exploratory factor analysis was conducted to narrate the important service quality factors in online marketing. In this study, seven service quality dimensions were identified and these have a strong impact on customer satisfaction.

2

Linkage between online banking service quality and customers

100%

Baskar S., Ramesh M.

Perspectives of Innovations, Economics and Business

|

2010

|

vol. 6

|

issue 3

45-51

EN

Banks have expanded the scope of competition to an e-environment with online banking. The commercial banks in India are introducing online banking to their customers in order to retain their customers from the competition given by foreign banks. Even though, these are so many empirical studies related online banking service quality and customers satisfaction. Hence, the present study has an attempt to fill up the research gap. The findings of the study reveals that the online customers service quality, online information system quality and banking service product quality are significantly and positively influencing the customer satisfaction.

3

Service Quality and Worker Training in 5-Star Hotel

100%

Loera M. R. C., Sanchez B. P., Echeagaray D. G. F.

Zeszyty Naukowe Politechniki Częstochowskiej. Zarządzanie

|

2023

|

vol. 1

|

issue 51

23-34

EN

The quality system of a hotel is based on policies, standards and protocols, which must be put into practice and defined to exert constant improvement in the quality of the services offered in each of its departments; On the other hand, training involves providing all hotel staff with techniques to improve the quality of services and in the same way pro-vide human and economic growth to the company. The research aim is to analyze service quality and its relationship to worker training in a five-star HRHLC hotel; the case study of a hotel located in the tourist destination of Cabo San Lucas, B.C.S. in Mexico was used since it is an appropriate research design when one wishes to obtain concrete, contextual knowledge on a specific topic and allows one to explore the characteristics, key meanings and implications of the case. Information was collected through structured interviews and analysis of company reports. The results indicate that the hotel received an average rating of 8.8 regarding the perception of quality in service and customer attention, reflecting the fact that the hotel has an area of opportunity for improvement as being in a five-star category, the rating of quality service must be a minimum of 9.5. Regarding training, 100% of the staff received training on the use of the system, quality of service and safety and hygiene; 80% have been in the company for less than 6 months, reflecting the high staff turnover. In conclusion the five-star hotel and four-diamond chain needs to address areas of opportunity to improve the guests’ perception of quality and obtain the 9.5 rating that this category of hotel requires, as well as improve working conditions to increase staff retainment.

4

Synthetic measurement used as assessment of spatial disparities of the natural environment

100%

Przybytniowski J. W., Dziekański P.

Zeszyty Naukowe UPH seria Administracja i Zarządzanie

|

2019

|

vol. 49

|

issue 122

89-98

EN

One of important factors of attractiveness of a region is its natural environment, namely a set of natural elements which are of interest to a tourist. In terms of economy, it is a source of raw materials and energy, it ensures geographical space, business opportunities and a place to live and relax. The aim of the research included in this article is to indicate the possibility of using synthetic measurement to recognize spatial disparities of the natural environment on the basis of selected diagnostic features of 102 municipalities of the Świętokrzyskie Voivodeship. The data presented in this article refer to 2009, 2012 and 2015 and come from the Local Data Bank. The following variables were selected: the total use of household water per one inhabitant, the distribution network per 100 km2 - water pipe system, the distribution network per 100 km2 – sewage system, woodland area, areas protected by law, protected monuments. The elements indicated refer to entities which function and operate in a territorial unit. The methods presented enable us to identify areas of human life (or human impact on the environment) of higher/lower efficiency (which depends on the level of synthetic measure) and, then, programme their support from public funds within the framework of the regional policy.

5

Synyhetic measure as part of the assessment of spatial disparities of the natural environment in the świętokrzyskie voivodeship

100%

Przybytniowski J. W., Dziekański P., Michalski M.

Zeszyty Naukowe UPH seria Administracja i Zarządzanie

|

2019

|

vol. 50

|

issue 123

55-64

EN

The aim of this research was to indicate the possibilities of using synthetic measure to find and analyse spatial disparities of the natural environment in 102 diagnostic communities of the Świętokrzyskie Voivodeship as a peripheral area. The research was conducted on the basis of selected diagnostic features. The data presented refer to the years 2009, 2012 and 2015 and come from the Local Data Bank. Bearing in mind the research aim, the following hypothesis was formed: The use of proper synthetic measures makes it possible to recognise spatial disparities which appear in the natural environment. This paper is a continuation of the work entitled: Synyhetic Measure Used as Assessment of Spatial Disparities of the Natural Environment (Przybytniowski, Dziekański, 2019). The analysis of the natural environment of municipalities occurs through human activities, and having a direct impact on the environment (indirectly related to the environment).

6

Sposoby konkurowania kancelarii prawnych z obszaru Wielkopolski

89%

Gnusowski M.

Ruch Prawniczy, Ekonomiczny i Socjologiczny

|

2015

|

vol. 77

|

issue 4

249-264

EN

The Polish legal services market is developing fast and the number of law firms is growing rapidly. They strive to build competitive advantage over other law firms and find more loyal customers. The aim of the study is to explain the concept of competitiveness of Polish law firms. A list of factors which contribute to their prosperity was formulated. The article contains the results of an empirical (quantitative) research into the relations between service quality and competitiveness of law firms in Wielkopolska (one of the biggest Polish regions) conducted by the author in 2014.

PL

Wobec intensywnych zmian ilościowych po stronie podażowej zachodzących na polskim rynku usług prawnych, kancelarie prawne są coraz częściej zmuszone do konkurowania o klientów. W artykule przedstawiona została istota konkurencyjności kancelarii prawnych, wskazano również główne czynniki konkurencyjności kancelarii prawnych. Opisane wyniki przeprowadzonego przez autora w 2014 r. badania empirycznego wśród właścicieli kancelarii prawnych z obszaru Wielkopolski pozwalają stwierdzić, że prawnicy coraz częściej dostrzegają rolę jakości świadczonych usług jako głównego źródła budowania przewagi konkurencyjnej.

7

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

88%

Bello M. U., Daud Juanil D. J., Kasim R., Razali M. N., Ngadiman Y., Bon T.

Path of Science

|

2018

|

vol. 4

|

issue 2

1001-1012

EN

This research study critically analysed the existing literature on municipal awareness relevancy of Municipal councils’ service delivery for the purpose of enhancing citizen satisfaction. The purpose of the study is the investigation of citizen satisfaction level of municipal services. Analysis of the existing literature on the relationship between municipal awareness and citizen satisfaction. The Material and methods were carried out using secondary data and were meticulously and critically analysed to come up with reliable results. The study shows the relevancy of the public awareness, citizen satisfaction and municipal council performance in Malaysia. It is evident in the research that citizen consent is important before municipal services should be provided in the local community. The research study highlighted many discrepancies in many kinds of literature related to the existing research study, the evidence-based analysis was carried out to buttress importance and significance of the related study to the research work. The literature was reviewed to ascertain the current happening in the area of local government service delivery. The study shows that many municipal councils in Malaysia provide adequate and satisfactory services to their citizens’. The study also revealed that municipal council plays an important role in citizen awareness of municipal service delivery. The study concludes that municipal service delivery can be enhanced through citizen awareness campaign, to sensitise the local community on various aspects of service delivery including maintenance of the facilities provided. The study also concludes that Municipal councils lack awareness section affects their performance in service delivery process. The study recommends that Municipal councils officials need to be consulted the citizen for their needs and wants; awareness campaign needs to be regularly carried out to maintain cordial relationship between Municipal councils and their citizen; it is also recommended that municipal services should be delivered the needed services by the local inhabitants’ after duly consultation.

8

Optimization of a Call Centre Performance Using the Stochastic Queueing Models

88%

Brezavšček A., Baggia A.

Business Systems Research Journal

|

2014

|

vol. 5

|

issue 3

6-18

EN

Background A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performance measure. Results of previous research show that this can be done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre. Methods/Approach: The arrival and the service patterns were analysed, and it was concluded that the call centre under consideration can be described using the M/M/r {infinity/infinity/FIFO} queueing model. Results: An appropriate number of operators were determined for different peak periods of the working day, taking into consideration the following four performance measures: the expected waiting time, the expected number of waiting customers, the probability that a calling customer will have to wait, and the call centre service level. Conclusions: The obtained results prove the usefulness and applicability of the queueing models as a tool for a call centre performance optimization. In practice, all the data needed for such a mathematical analysis are usually provided. This paper is aimed at illustrating how such data can be efficiently exploited.

9

Asymmetric and Nonlinear Impact of Attribute-Level Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European Automotive Brands in Slovenia

88%

Ažman S., Gomišček B.

Organizacija

|

2012

|

vol. 45

|

issue 2

75-86

EN

The paper examines the nonlinearity and asymmetry between the satisfaction with individual attributes of the service and overall satisfaction in the context of passenger car servicing in Slovenia. The data set that was analysed was acquired from a regular survey on customer satisfaction with vehicle repair and maintenance services of four European automotive brands in Slovenia, carried out in 2005 and 2006 through 12,941 computer-assisted telephone interviews. Specifically, this study utilizes regression analysis in order to test the asymmetry and nonlinearity of the link between the attribute-level performance and overall satisfaction.The results show that the influence of dissatisfaction is different from the influence of satisfaction, and that the influence of satisfaction on overall satisfaction is greater than the influence of dissatisfaction. The results also show that nonlinearity is applicable to certain attributes of vehicle servicing, but not to all.We can sum up that precise knowledge of the correlation between the attribute-level performance of vehicle servicing and overall service satisfaction is important. Results show that caution must be employed in the evaluation of the importance of individual attributes on overall satisfaction, since the importance can change depending on the level of satisfaction. It appears that focusing on improving satisfaction is more important than focusing on lessening dissatisfaction. Results also show that the improvement of attribute-level performance offers diminishing returns; therefore, selective investment in activities for increasing customer satisfaction is sensible if satisfaction levels are already relatively high.

10

Staff qualification and the quality of tourism-related services in the Nitra region

88%

Grenčíková A., Vojtovič S., Gullerová M.

Bulletin of Geography. Socio-economic Series

|

2013

|

vol. 21

|

issue 21

41-48

EN

The study attempts to justify the importance of the human potential quality, one of the key factors for the development of tourism industry. Moreover, the study attempts to establish a correlation between the human potential quality and the quality of tourism-related services. Next, the study emphasizes that not only geography-related factors, such as natural, historical and cultural sights, climatic and weather conditions getting the attention and interest by tourists, are vital for tourism industry. The human potential quality, including training, qualification and expertise, is important as well. Therefore, the study analyses the human potential quality in tourism industry, and assesses its impact on the service quality related to accommodation, catering, transport, organization and provision of sports, cultural and sightseeing events.

11

Application of the Servqual Method in Studies on the Quality of Services Provided by the Agricultural Social Insurance Fund

88%

Witkowska J.

Olsztyn Economic Journal

|

2012

|

vol. 7

|

issue 1

95-106

EN

This paper presents the application of the Servqual method in studies on the quality of services provided among the clients of the Agricultural Social Insurance Fund (KRUS). The clients evaluated five dimensions of the service provided in three aspects: the expected quality, the actual quality and the minimum quality. Thanks to the studies conducted, identification of gaps that emerged in the service provision process was possible. The respondents rated the quality of service provided by the KRUS as representing a relatively high level.

12

Analysis of the influence of e-learning service quality factors on student perceived value and student satisfaction, with implication to student loyalty

88%

Felix, Natu Prihanto Y. J., Annas M.

Marketing Instytucji Naukowych i Badawczych

|

2023

|

vol. 48

|

issue 2

81-110

EN

The COVID-19 pandemic has changed the learning process, which was previously carried out conventionally with face-to-face interaction, into an online learning activity (e-learning). e-Learning has several benefits, but it also has some challenges that need to be addressed. A preliminary survey has been conducted by asking open-ended questions regarding students' experience and obstacles during e-learning to determine their perceptions of e-learning, and the results showed that there were problems faced by students in implementing e-learning, especially pertaining to student loyalty. Previous research has stated that e-learning service quality exercises an influence on student satisfaction and student loyalty. This research focusses on the influence of e-learning service quality factors on student perceived value (SPV) and student satisfaction, and ultimately on its role in influencing student loyalty. This research was conducted using a quantitative approach, wherein data were gathered, using judgement sampling, from 309 undergraduate students enrolled across six universities in Tangerang. These data were analysed by partial least squares structural equation modelling (SEM-PLS), and the results of the analysis indicated the presence of a positive and significant relationship between these variables. Resultant to the analysis, there emerged some useful suggestions for educational institutions and lecturers that would enable them to improve the quality of e-learning. The findings of the present study imply that improving the factors of e-learning service quality will inculcate in students a favourable value perception towards the university, as well as create a feeling of satisfaction in them, arising from the fulfilling character of the experience to which they were exposed during the e-learning process; these phenomena are expected in turn to increase students' loyalty towards the university.

13

Work environment, governance and service quality in Japanese healthcare

75%

Pestoff V. A.

Zarządzanie Publiczne / Public Governance

|

2019

|

issue 1(47)

5-17

EN

Objectives: This paper explores the contribution of governance to work environment and service quality in Japanese healthcare. Research design: Data for this project was collected by giving questionnaires to the staff at eight cooperative hospitals across Japan in 2016 and compared with similar data from the staff at two public hospitals in Osaka in 2017. The staff sample from these 10 hospitals was a total of 6,859, with a response rate of 72.1%. Findings: Based on the “demand, control, support” model of Karasek & Theorell, we found that more staff control over their daily work life resulted in greater staff satisfaction and promoted better service quality. Governance proved to be an intervening factor of significant importance and this paper considered three differentiated models for governing the provision of healthcare in Japan. They were distinguished in terms of the autonomy given to the staff in their everyday work life as well as patient inclusion in hospital discussions and decision-making. Implications: Greater staff autonomy and more patient inclusion can have a positive effect both on work environment and service quality. Governance models can, therefore, contribute to or detract from goals of achieving greater staff autonomy, better service quality and more patient inclusion. Contribution: This study tapped into Japan’s unique healthcare system, with two user-owned co-operative healthcare providers that manage nearly 200 hospitals with almost 50,000 beds, in order to explore work environment, governance and service quality. Questionnaires given to nearly 7,000 hospital employees allowed us to explore in depth the contribution of governance to work environment and service quality in Japanese healthcare. These results can serve as a best practice for other healthcare providers in Japan and elsewhere.

14

Źródła i poziom satysfakcji z pracy w instytucji administracji publicznej na przykładzie oddziału wojewódzkiego ZUS

75%

Niedzielski E.

Optimum. Studia Ekonomiczne

|

2017

|

vol. 2(86)

PL

W artykule przedstawiono wyniki badań dotyczących źródeł i poziomu satysfakcji z pracy oraz jej wpływu na zmotywowanie pracowników w kontekście utożsamiania się z celami organizacji oraz zadaniami pracowniczymi. Badania wykazały względnie wysoki poziom zadowolenia z pracy, który jest obniżany przez: niski poziom wynagrodzeń, brak uznania ze strony pracodawcy, niekorzystny wizerunek organizacji.

EN

The paper presents the results of research on the sources and levels of job satisfaction and its impact on the motivation of employees in terms of their identification with their organisation's goals and staff tasks. Studies have shown a relatively high level of job a negative image of the organisation.

15

An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

75%

Sandada M., Matibiri B.

South East European Journal of Economics and Business

|

2016

|

vol. 11

|

issue 1

41-53

EN

This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.

16

Bezpieczeństwo gości jako wyznacznik jakości usług hotelarskich

75%

Widawska-Stanisz A.

Marketing i Rynek

|

2019

|

issue 12

46-51

EN

The issue of service quality in the face of constantly changing economic reality, growing competition, changing customer preferences and difficulties in assessment, is becoming one of more important tasks faced by managers of enterprises, including the hospitality industry companies. The aim of the work was to develop a conceptual model of safety assessment from the perspective of hotel guests in terms of service quality.

PL

Problematyka jakości usług, w obliczu stale zmieniającej się rzeczywistości gospodarczej, rosnącej konkurencji, zmieniających się upodobań klientów oraz trudności w ocenie, staje się jednym z ważniejszych zadań, jakie stoją przed zarządzającymi przedsiębiorstwami, w tym przedsiębiorstwami z branży hotelarskiej. Celem artykułu było opracowanie modelu koncepcyjnego oceny bezpieczeństwa z perspektywy gości hotelowych w aspekcie jakości usług.

17

Road Safety on the Example of Wireless Services – Case Study

75%

Lizakowski P.

Polish Political Science Yearbook

|

2023

|

issue 2(52)

185-210

EN

The paper considers organising wireless access in vehicular environments. Such environments are normally affected by Doppler effects, so the IEEE 802.11p standard is expected to ensure an appropriate quality of service for moving objects. Theoretically, the IEEE 802.11p standard compensates for Doppler effects, but it should be ascertained whether 802.11p is still efficient at tiny Doppler shifts and when an object moves at higher speeds. The 802.11p link provides a data rate which is twice as low for 802.11a. Thus, an end-to-end simulation is carried out for the links at wide ranges of signal-to-noise ratio by varying the Doppler shift from 0 Hz to 100 Hz. The simulation also involves 8 modulation types for 128-, 512-, and 1024-bit packet transmissions to cover all possible study cases. The efficiency criterion is the packet-error rate, to which the data rate is additionally considered. The main simulation result is that the 802.11p link is efficient only at not high speeds. The packet length should be shortened to suppress the influence of the object’s speed. Therefore, to enable high-quality wireless access in vehicular environments, a combination of the 802.11p and 802.11a links should be used, where phase shift keying is more effective for 802.11a and quadrature amplitude modulation is more effective for 802.11p. The trade-off herein is a data rate versus margin speed.

18

Gender as a Factor in the Physician and Patient Interaction: From the Service Quality Perspective

75%

Haile V. T.

Journal of Marketing and Consumer Behaviour in Emerging Markets

|

2018

|

issue 2(8)

21-32

EN

Research has not yet adequately explored the potential interplay between the physician’s gender and the patient’s perception of the service quality. Although various studies have covered the measurement of service quality in the hospital industry, the gender perspective has not been touched on significantly. This study is a review article that aims to explore how gender matters to the physician-patient interaction in the service setting. It discusses the patient’s responses to physicians of different genders and the behavior of physicians of different genders. Consequently, it was found that gender is one of the factors that influence the physician-patient interaction and patients’ perception of the doctor’s competence. The gender of the physician as well as the patient could influence the communication level in medical encounters. Gender-based stereotypes in the service encounter could also affect the patient-physician interaction and the evaluations that patients give to physicians. Moreover, it was discussed that traditions, religion, culture, stereotypes and past experience serve as a foundation for customers to form a preference for the physician’s sex. The relationship between the physician and the patient is shaped by many factors lying on both the patient’s and the doctor’s side. These factors include the difference in communication style between males and females, the patient-physician gender dyad, the difference in personality traits between males and females. All these factors fall under the service dimension that is essential in measuring the quality of service.

19

Exploring the Effects of Service Quality, Shipping Cost, Brand and Attitude on Consumer’s Intention to Choose Express Courier Services in E-Commerce

75%

Muljono W., Setiyawati S.

Journal of Marketing and Consumer Behaviour in Emerging Markets

|

2019

|

issue 1(9)

42-57

EN

The growth of e-commerce has highlighted the importance of express courier service (ECS). We empirically study consumer’s choice of ECS in purchasing goods online. This research aims to examine the effect of service quality (SQ), shipping cost, brand, and attitude towards customers’ intention to choose ECS on e-commerce. This research was conducted using a quantitative approach among customers who intended their goods to be shipped using ECS. Data of 100 respondents were collected and then analyzed using the structural equation model technique. We find that there is no correlation between SQ and shipping cost and the attitude towards choosing a courier service. However, the analysis indicates that brand has an infl uence on the customer’s attitude towards choosing a courier service. Furthermore, the analysis suggests that the consumer’s attitude towards choosing a courier service acts as a mediator between SQ, shipping cost, and brand as regards the consumer’s intention to choose an ECS. It is worth noting that brand has a stronger infl uence on the consumer’s attitude compared to the former factors.

20

Zastosowanie metody SERVQUAL do oceny jakości usług rekreacyjnych

63%

Urbaniak A. M.

Zeszyty Naukowe Uczelni Vistula

|

2013

|

issue 32/2013 Ekonomia III

29-38

PL

Celem niniejszych rozważań jest przedstawienie metod stosowanych do oceny jakości usług ze szczególnym uwzględnieniem metody SERVQUAL. Ponadto w tekście znajdują się informacje na temat publikacji dotyczących zastosowania SERVQUAL do badania jakości usług rekreacyjnych. Głównym punktem wyjścia do dalszych działań jest zawarta w artykule propozycja podjęcia badań w zakresie oceny jakości usług rekreacyjnych oferowanych przez wybrane kluby fitnessw Poznaniu. Artykuł oparty został przede wszystkim na analizie dostępnej literatury, zarówno polsko-, jak i anglojęzycznej. W rozważaniach wskazano atuty i mankamenty poszczególnych metod oceny jakości, wśród nich wiele uwagi poświęcając SERVQUAL. Implikacje praktyczne i społeczne dotyczą popularyzacji tej metody badań, która w ocenie jakości usług bierze pod uwagę przede wszystkim satysfakcję konsumenta stając się prostym sposobem na uzyskanie klarownych odpowiedzi w kwestii adaptacji usług do wymagań klientów. Staje się to przyczynkiem do rozwijania SERVQUAL oraz wprowadzania modyfikacji mających na celu ulepszenie modelu, a w konsekwencji większą wiarygodność wyników pozwalającą na stosowanie ich w zakresie zarządzania jakością w branży usług rekreacyjnych.

EN

An aim of these deliberations is to present the methods being used for assessment of quality of services, with a particular consideration of the SERVQUAL method. Moreover, the article includes information on the publications concerning the SERVQUAL application for the purpose of surveying quality of recreational services. The main starting point for further actions is the proposal, contained in the article, to undertake research in the field of assessment of quality of recreational services offered by the selected fitness clubs in Poznan. The article is based, first of all, on an analysis of the available literature, both in the Polish and English languages. In her deliberations, the author pointed out to the prosand cons of individual methods of quality assessment, among them much of attention being devoted to SERVQUAL. Practical and social implications concern popularisation of this research method which, in the assessment of quality of services, takes into account, first of all, consumer’s satisfaction, becoming a simple way to obtain clear answers on the issue of adaptation of services to the customers’ requirements. This becomes a contribution to develop SERVQUAL as well as to introduce modifications aimed at model improvement and, in result, greater reliability of outcomes, allowing their application in the area of quality management in the field of recreational services.

Refine search results

Service quality in online marketing: Customers centric analysis

Linkage between online banking service quality and customers

Service Quality and Worker Training in 5-Star Hotel

Synthetic measurement used as assessment of spatial disparities of the natural environment

Synyhetic measure as part of the assessment of spatial disparities of the natural environment in the świętokrzyskie voivodeship

Sposoby konkurowania kancelarii prawnych z obszaru Wielkopolski

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

Optimization of a Call Centre Performance Using the Stochastic Queueing Models

Asymmetric and Nonlinear Impact of Attribute-Level Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European Automotive Brands in Slovenia

Staff qualification and the quality of tourism-related services in the Nitra region

Application of the Servqual Method in Studies on the Quality of Services Provided by the Agricultural Social Insurance Fund

Analysis of the influence of e-learning service quality factors on student perceived value and student satisfaction, with implication to student loyalty

Work environment, governance and service quality in Japanese healthcare

Źródła i poziom satysfakcji z pracy w instytucji administracji publicznej na przykładzie oddziału wojewódzkiego ZUS

An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

Bezpieczeństwo gości jako wyznacznik jakości usług hotelarskich

Road Safety on the Example of Wireless Services – Case Study

Gender as a Factor in the Physician and Patient Interaction: From the Service Quality Perspective

Exploring the Effects of Service Quality, Shipping Cost, Brand and Attitude on Consumer’s Intention to Choose Express Courier Services in E-Commerce

Zastosowanie metody SERVQUAL do oceny jakości usług rekreacyjnych