Journal•ISSN: 0858-0855
ABAC Journal
About: ABAC Journal is an academic journal. The journal publishes majorly in the area(s): Tourism & Service quality. It has an ISSN identifier of 0858-0855. Over the lifetime, 370 publications have been published receiving 1911 citations.
Topics: Tourism, Service quality, Stock exchange, Higher education, Human rights
Papers published on a yearly basis
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Journal Article•
TL;DR: In this paper, the authors proposed a conceptual framework to investigate the effects of customers' perceived service quality, trust, and customer satisfaction on customer loyalty, and found that trust and satisfaction are significantly and positively related to customer loyalty.
Abstract: This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the study indicate that trust and customer satisfaction are significantly and positively related to customer loyalty. Customer satisfaction has found to be an important mediator between perceived service quality and customer loyalty. A clear understanding of the postulated relationships among the studied variables might encourage the mobile service provider(s) to figure out appropriate course of action to win customers’ trust by providing better services in order to create a loyal customer base.
306 citations
Journal Article•
TL;DR: The authors presented the combination of genre, product, and process approaches in a writing class to assist language instructors to improve learners' writing competence and produce good writing, which is considered as the most difficult skill for language learners because they need to have a certain amount of L2 background knowledge about the rhetorical organizations, appropriate language use or specific lexicon with which they want to communicate to their readers.
Abstract: Writing is considered as the most difficult skill for language learners because they need to have a certain amount of L2 background knowledge about the rhetorical organizations, appropriate language use or specific lexicon with which they want to communicate to their readers. To assist language instructors to improve learners’ writing competence and produce good writing, this article aims to present the combination of genre, product, and process approaches in a writing class. To better understand the topic, this paper will be divided into two main parts. The first section of this paper provides a brief literature review of each traditional writing approach including the strengths and drawbacks as well as an adaptated use of each. The second part includes the importance of using the integrated approaches for English major learners in the tertiary level.
97 citations
Journal Article•
TL;DR: In this paper, the authors examined commitment to and emphasis within service quality despite the rapid growth in electronic banking it was found that in Thailand the emphasis has been on improving personal counter services.
Abstract: At the retail level, service quality is a key factor in consumer satisfaction with his or her bank This article examines commitment to and emphasis within service quality Despite the rapid growth in electronic banking it was found that in Thailand the emphasis has been on improving personal counter services A model for investigating service in a retail banking environment is set out in the article
53 citations
Journal Article•
TL;DR: In this article, the authors used correlation matrix and stepwise regression for the purpose of data analysis and found that market concentration and bank b risk do little to explain bank b return on equity, whereas bankb market size is the only variable providing an explanation for banks ROE in the context of Bangladesh.
Abstract: Loans are the riskiest asset of a bank, but these loans play a pivotal role in banks' profitability. Banks 'profitability depends on the results of some parameters and among them Bank b Return on Equity, Market Size, Market Concentration Index, and Bank RiskMeasure are widely used and the same are investigated in the Bangladesh Banking Industry in this study for a period of the last six years. The data comes from the annual reports of individual banks listed in Dhaka Stock Exchange (DSE) and from the Bangladesh bankb published statistics book (Scheduled Banks Statistics). Correlation matrix and stepwise regression have been used for the purpose of data analysis. The analysisfinds that market concentration and bank b risk do little to explain bank b return on equity, whereas bankb market size is the only variable providing an explanation for banks return on equity in the context of Bangladesh.
52 citations
Journal Article•
TL;DR: The SERVQUAL model has been widely used in the study of service industry in general and education service in particular as mentioned in this paper, which is an identifiable, intangible activity that is the main objective of transaction that serve to meet the needs of customers.
Abstract: Service is an identifiable, intangible activity that is the main objective of transaction that serve to meet the needs of customers. Service quality is the ability of the organization to meet or exceed customer expectations. The SERVQUAL model and IPA (Importance Performance Analysis) could be adapted to study the service quality in the education industry. The SERVQUAL model compares the customers’ expectation and perception of service in terms of tangible assets, reliability, responsiveness, assurance, and empathy; The IPA combines the perceived importance and perceived performance of the customers. The SERVQUAL model has been widely used in the study of service industry in general and education service in particular. One area of interest is the service quality of the administrative
48 citations