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Kano model categorization methods: Typology and systematic critical overview for hospitality and tourism academics and practitioners
The Kano model has been widely applied in multiple disciplines, particularly in product or
service development and optimization. Although the original categorization framework …
service development and optimization. Although the original categorization framework …
Understanding service quality: insights from the literature
G Prakash - Journal of Advances in Management Research, 2019 - emerald.com
Purpose The purpose of this paper is to review the service quality (SQ) literature in order to
understand issues involved in its conceptualization and operationalization …
understand issues involved in its conceptualization and operationalization …
Computer assisted customer churn management: State-of-the-art and future trends
A business incurs much higher charges when attempting to win new customers than to
retain existing ones. As a result, much research has been invested into new ways of …
retain existing ones. As a result, much research has been invested into new ways of …
The dimension of service quality and its impact on customer satisfaction, trust, and loyalty: A case of Malaysian banks
Banking is an important industry in a nation but with the intense competition of various banks
available, it is the services provided that crucially distinguishes the banks. Previous studies …
available, it is the services provided that crucially distinguishes the banks. Previous studies …
[HTML][HTML] Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies
The purpose of this study is to investigate the customer–service provider relationship in the
insurance industry using artificial neural networks and linear regression. Using a sample of …
insurance industry using artificial neural networks and linear regression. Using a sample of …
Elucidating perceived overall service quality in retail banking
Purpose The purpose of this paper is to examine the dimensions of service quality
(SERVQUAL) from the perspective of the customers and its relationships with perceived …
(SERVQUAL) from the perspective of the customers and its relationships with perceived …
Understanding service quality
The purpose of this paper is to capture varied perspectives of one of the important elements
in the management of services known as service quality. This paper proposes that the …
in the management of services known as service quality. This paper proposes that the …
Modified SERVQUAL model and effects of customer attitude and technology on customer satisfaction in banking industry: mediation, moderation and conditional …
Banks are very important financial services sector, and in banking sector there is an intense
competition amongst the local and foreign banks throughout the world. The objective of this …
competition amongst the local and foreign banks throughout the world. The objective of this …
Intelligent data analysis approaches to churn as a business problem: a survey
Globalization processes and market deregulation policies are rapidly changing the
competitive environments of many economic sectors. The appearance of new competitors …
competitive environments of many economic sectors. The appearance of new competitors …
A neural network approach for assessing quality in technical education: an empirical study
The diverse nature of requirements of stakeholders in a Technical Education System (TES)
makes it extremely difficult to decide on what constitutes quality. Hence, identification of …
makes it extremely difficult to decide on what constitutes quality. Hence, identification of …