While several studies examine the influence of service quality on customer satisfaction in
physical retail banking offices, there is a shortage of studies on service quality in the digital …

This study examines the impact of service quality on satisfaction and revisit behavioral
intention in a spa setting in Malaysia. It was found that Tangibles (?=. 310, p=. 00) and …

This study investigates the direct and indirect associations between CSR and customer
retention, with the mediating effect of CC (Customer-Company) identification, company …

Aim: The aim of this study is to analyse how service quality affects customer satisfaction.
Method: To fulfil the aim of this study, an inductive qualitative research method was …

Quality of e-service is one of the significant factors that play a major role in the success or
failure of online organizations. It enhances the competitive advantages of online …

Purpose The paper provides a step-by-step guide in the guise of a roadmap for service
improvement initiatives using importance performance map analysis (IPMA) …

The importance of records management to the provision of healthcare services cannot be
overemphasised. If medical records are not managed properly, this might result in the …

The aim of this paper is to assess the service quality of Dhaka Electric Supply Company
Limited's (DESCO) online bill payment system using extended SERVQUAL model termed as …

Providing quality service is the major concern of many public organizations. However, the
way to provide immediate service (responsiveness), the capacity to deliver on promises of …