Panagiotis Reklitis

Bio: Panagiotis Reklitis is an academic researcher from American Hotel & Lodging Educational Institute. The author has contributed to research in topics: Job performance & Job satisfaction. The author has an hindex of 12, co-authored 22 publications receiving 609 citations. Previous affiliations of Panagiotis Reklitis include Hellenic Open University.

Internet service quality and customer satisfaction: Examining internet banking in Greece

Abstract: The present study investigates internet service quality and its impact on customer satisfaction in the banking context. Internet service quality is operationalised by adopting an instrument, which is based on SERVQUAL and consists of six dimensions, namely assurance, quality of information, responsiveness, web assistance, empathy and reliability. The field research, which resulted in 184 valid questionnaires, was conducted among internet banking customers in Greece, a country with relatively low internet penetration rate. The findings confirm, to a great extent, the validity of the instrument and highlight the above average performance of service quality delivered by Greek banks via the internet. All quality dimensions are proved to be antecedents of overall customer satisfaction, with reliability having the most significant impact. Furthermore, quality of information is a crucial dimension driving the customer intentions for internet banking future usage. Finally, familiarisation-related dimensions, such...

Leadership Competencies Profiles and Managerial Effectiveness in Greece

Abstract: This paper investigates the association of leadership roles’ competencies as well as managerial effectiveness profiles with gender and job outcomes (job satisfaction and performance). In addition, the influence of leadership competencies on individual effectiveness of managers is explored, providing a course for action toward managerial excellence. Drawing upon a sample of 132 male and female managers in Greek firms, a structured questionnaire was developed adopting the Competing Values Framework (CVF) in order to measure both leadership roles’ competencies and managerial effectiveness. Results revealed that managers characterized by high levels of job performance excel in practicing all leadership competencies, while gender does not exert significant impact. A similar pattern emerged for managerial effectiveness profiles. Moreover, leadership competencies associated with the innovator, director and mentor roles found to contribute most to managerial effectiveness, thus specific directions for managerial action has been derived.

Organizational Commitment, Job Satisfaction and Turnover Among Psychiatric Technicians. Technical Report No. 16.

Abstract: Abstract : A study is reported of the variations in organizational commitment and job satisfaction, as related to subsequent turnover in a sample of recently-employed psychiatric technician trainees. A longitudinal study was made across a 10 1/2 month period, with attitude measures collected at four points in time. For this sample, job satisfaction measures appeared better able to differentiate future stayers from leavers in the earliest phase of the study. With the passage of time, organizational commitment measures proved to be a better predictor of turnover, and job satisfaction failed to predict turnover. The findings are discussed in the light of other related studies, and possible explanations are examined. (Modified author abstract)

Strategic analysis of healthcare service quality using fuzzy AHP methodology

Abstract: Managers in the service sector are under pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. It is essential that customer expectations are properly understood and measured under the constraints that organizations must manage. The majority of the work to date has attempted to use the SERVQUAL (service quality) methodology in an effort to measure service quality. In this study, firstly the concept and factors of service quality are examined. Then a fuzzy AHP (analytic hierarchy process) is structured to evaluate the proposed service quality framework. A case study in healthcare sector in Turkey is presented to clarify the methodology.

Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty

Abstract: Purpose – The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. Design/methodology/approach – A total of 1,000 questionnaires were distributed for internet banking customers and 520 were returned (resulting 52 percentage of response rate). Findings – The results confirmed that the all four dimensions (personal need, site organization, user friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet banking service quality consisting of four dimensions has appropriate reliability and each dimensions has a positive significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, e-customer satisfaction and e-customer loyalty are significant. Practical implications – The results show that the high...