Showing papers in "Managing Service Quality in 2007"
TL;DR: In this article, the authors developed a multiple-item scale for measuring e-service quality and studied the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty.
Abstract: Purpose – The objectives of this article are to develop a multiple‐item scale for measuring e‐service quality and to study the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty.Design/methodology/approach – First, there is an explanation of the main attributes of the concepts examined, with special attention being paid to the multi‐dimensional nature of the variables and the relationships between them. This is followed by an examination of the validation processes of the measuring instruments.Findings – The validation process of scales suggested that perceived quality is a multidimensional construct: web design, customer service, assurance and order management; that perceived quality influences on satisfaction; and that satisfaction influences on consumer loyalty. Moreover, no differences in these conclusions were observed if the total sample is divided between buyers and information searchers.Practical implications – First, the need to develop user‐friendly ...
590 citations
TL;DR: In this article, the authors explored the interrelations of the four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in hotel industry and improved the conceptualization of customer-based hotel brand equity.
Abstract: Purpose – The paper aims to explore interrelations of the four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in hotel industry and improve the conceptualization of customer‐based hotel brand equity.Design/methodology/approach – The paper is based on the recommendations of previous studies, the scale constructed to measure consumer‐based brand equity included brand awareness, brand loyalty, perceived quality and brand image. The present study used a sample of 345 actual customers from 11 different countries whose accommodation in North Cyprus hotels was used to test the relations of the proposed model Path analysis.Findings – The findings in this paper support the three‐dimensional model of customer‐based brand equity in hotel industry. Brand awareness dimension was not found significant in the tested model for hotels. The present study contributes to the understanding of customer‐based brand equity measurement by examining the dimensionality of this construct.R...
402 citations
TL;DR: In this paper, the authors examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data and find that recommend intention alone will not suffice as a single predictor of customers' future loyalty behavior.
Abstract: Purpose – The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.Design/methodology/approach – The data for this study come from a two‐year longitudinal Internet panel of over 8,000 US customers of firms in one of three industries (retail banking, mass‐merchant retail, and Internet service providers (ISPs)). Correlation analysis, CHAID, and three types of regression analyses (best‐subsets, ordinal logistic, and latent class ordinal logistic regression) were used to test the hypotheses.Findings – Contrary to Reichheld's assertions, the results indicate that recommend intention alone will not suffice as a single predictor of customers' future loyalty behavior. Use of a multiple indicator instead of a single predictor model performs better in predicting customer recommendations and retention.Research limitations/implications – The limitation of the pa...
390 citations
TL;DR: In this article, the authors investigate how customers weigh up their service satisfaction and waiting time satisfaction in order to determine whether they will remain loyal or not, and the results confirm that waiting-time satisfaction is not only a service satisfaction determinant, but it also moderates the satisfaction-loyalty relationship.
Abstract: Purpose – Delay is an important issue for service providers. Indeed, previous studies have widely shown the negative effect of waiting time on consumer service satisfaction. However, being satisfied with the service seems to be insufficient for customers to remain loyal. Creating customer loyalty is even more crucial than just satisfying them. The paper aims to investigate how customers weigh up their service satisfaction and waiting time satisfaction in order to determine whether they will remain loyal or not.Design/methodology/approach – A survey was conducted in the Belgian health care industry. The final sample includes 946 respondents. Regression analyses were performed and the Baron and Kenny method used to test moderator and mediator impacts of variables.Findings – The results confirm that waiting time satisfaction is not only a service satisfaction determinant, but it also moderates the satisfaction‐loyalty relationship. Moreover, determinants of customer waiting time satisfaction include the perc...
255 citations
TL;DR: In this article, a framework for identifying competitive customer value propositions (CVPs) where four hierarchical key dimensions of customer value (economic, functional, emotional, and symbolic) are first identified and then a CVP is developed on the basis of these value dimensions.
Abstract: Purpose – The purpose of this paper is to develop a framework for identifying competitive customer value propositions in retailing.Design/methodology/approach – The paper draws on existing literature on customer value and competitive advantage in order to form an understanding of the key dimensions of customer value, developing a hierarchical model of value propositions and establishing a link between customer value and competitive advantage.Findings – The work suggests a framework for identifying competitive customer value propositions (CVPs) where four hierarchical key dimensions of customer value – economic, functional, emotional, and symbolic – are first identified. In the second stage, a CVP is developed on the basis of these value dimensions. In the third stage, the CVP is evaluated for competitive advantage. It is proposed that economic and also functional CVPs are more likely to represent points of parity, whereas emotional and social CVPs represent points of difference for retail companies seekin...
251 citations
TL;DR: In this paper, a review of six sigma application in services along five main themes is presented, including the necessary factors for success, key performance indicators, critical to quality characteristics, and the benefits and limitations of applying 6 sigma in services.
Abstract: Purpose – Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock of the knowledge accumulated in what is now an emerging field of study and look for directions to take the application of six sigma further in services. This article aims to review six sigma application in services along five main themes. The article seeks to draw on these themes to reflect on the wider applicability of six sigma in services.Design/methodology/approach – An analysis of relevant publications, citations and references was carried out using multiple databases. The impact of various key researches in this area is also discussed. The analysis then moves to discussing the necessary factors for success, key performance indicators, critical to quality characteristics, and the benefits and limitations of applying six sigma in services.Findings...
234 citations
TL;DR: In this paper, a study was conducted to investigate if any generalization in importance of service quality dimensions is possible, and the authors found that generalization of quality dimensions was not possible among all types of services, however important insights were available pertaining to each service type.
Abstract: – The study was undertaken with a purpose to investigate if any generalization in importance of service quality dimensions is possible. Service providers are often not sure of the amount of tangibilisation necessary and the right mix of other service quality dimensions – reliability, assurance, empathy, responsiveness, and the role of price‐added by researcher., – A two stage analysis was deployed. First free listing of important service quality concerns for 16 services across the four service types (as suggested by Lovelock) was done to see if any rank correlation was possible. This was followed by two‐step cluster analysis to reveal natural grouping (or clusters) within a data set for each service quality dimension that would otherwise not be apparent., – Generalization of quality dimensions was not possible among all types of services taken together, however important insights were available pertaining to each service type., – Some generalizations within the service types were possible for different services. Thus, service providers can consider these finding when designing service delivery., – Considering the two important dimensions – tangibility of service act and whether such an action is targeted at the customer or their possessions, the paper details what service quality issues are important for which service type.
180 citations
TL;DR: In this paper, the influence of individual-level cultural dimensions on Generation Y consumers' expectations of service quality was examined and four out of the five hypotheses are supported and the last one is partially confirmed in terms of directional support.
Abstract: Purpose – The main purpose of this paper is to examine the influence of individual‐level cultural dimensions on Generation Y consumers' expectations of service quality.Design/methodology/approach – Service quality and individual‐level cultural values were measured using existing scales from the literature. Factor analysis was conducted to verify the factor structures of both constructs while structural equation modeling was employed to examine the measures for cultural values and service quality dimensions.Findings – Four out of the five hypotheses are supported and the last one is partially confirmed in terms of directional support. Service quality expectations are positively related to uncertainty avoidance and long‐term orientation but negatively related to power distance. Masculinity and collectivism did not have a significant relationship. Service quality was found to be a three‐factor construct consisting of tangibles, reliability and responsiveness/empathy/assurance. Cultural values were confirmed ...
161 citations
TL;DR: In this paper, the authors examined the effect of culture on service quality and customer satisfaction by extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure the culture of individuals, and determined and tested all 25 possible relationships between the dimensions of culture and of service quality.
Abstract: Purpose – The purpose of this research is to examine the effect of culture on service quality and customer satisfaction.Design/methodology/approach – By extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure the culture of individuals, hypotheses on all 25 possible relationships between the dimensions of culture and of service quality are determined and tested. The relationships between the dimensions of service quality and customer satisfaction, in the light of culture, are further examined.Findings – Of the 25 hypothesized relationships between the dimensions of culture and of service quality, 23 are confirmed and the remaining two are directionally supported. The hypothesized importance of the service quality dimensions is also confirmed. However, the expected association between the importance of quality dimensions and the strength of their relationships with customer satisfaction is only directionally supported. Although the typology of Hofstede is used...
129 citations
TL;DR: In this paper, the authors explored the impact of online service quality on the level of customer satisfaction and on the development of customer relationships and found that personal need and site organization dimensions of online services quality are related to e-loyalty, with personal needs exhibiting the strongest impact.
Abstract: Purpose – The purpose of this research is to explore the impact of online service quality on the level of customer delight and on the development of customer relationships.Design/methodology/approach – A self‐complete survey was used to collect data from a convenience sample of 200 Australian respondents who use online banking. Factor analysis and structural equation modelling were used to test the proposed model of relationships.Findings – Online service quality has no impact on customer delight, e‐trust or the development of stronger relationships with customers. It does have a relationship to e‐loyalty. However, the “efficiency” dimension of online service quality is related to e‐trust and also indirectly to relationship strength through e‐trust. The “personal need” and “site organization” dimensions of online service quality are related to e‐loyalty, with “personal needs” exhibiting the strongest impact. Customer delight has no relationship to online service quality, nor e‐trust, relationship strength...
129 citations
TL;DR: In this paper, the authors examined the relationship between service quality and behavioural purchase intention in the public-sector transport industry in Spain and provided a useful guide to research into service quality by identifying five distinctive streams of research on the field.
Abstract: Purpose – This paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.Design/methodology/approach – The study first identifies five distinctive research streams in service quality. An empirical analysis is then carried out in which the SERVPERF scale is adapted to the study of service quality in the public‐sector transport industry. The study then examines the relationship between service quality and purchase intention using an aggregated ordered logit model.Findings – The findings confirm a relationship between the five dimensions of service quality and purchase intentions.Originality/value – The study provides a useful guide to research into service quality by identifying five distinctive streams of research on the field. The study also contributes from a methodological perspective by offering a measurement scale for service quality in the public‐sector transport industry. Finally, the study contributes to stud...
TL;DR: In this article, the authors investigate whether the different approaches to the classification of quality attributes deliver consistent results, and investigate whether different approaches can be used to classify attributes in the same set of attributes.
Abstract: Purpose – The purpose of this paper is to investigate whether the different approaches to the classification of quality attributes deliver consistent results. Design/methodology/approach – The inve ...
TL;DR: In this article, the authors analyzed the perceived quality of two traditional food products with protected designation of origin (PDO) and found significant influence of intrinsic and extrinsic quality attributes on consumer satisfaction, loyalty and purchasing intention.
Abstract: Purpose – The purpose of this paper is to analyze the perceived quality of two traditional food products with protected designation of origin (PDO). Specifically, we study the influence of perceived quality of intrinsic attributes (e.g. colour, flavour, smell, appearance) and extrinsic attributes (e.g. brand, denomination of origin, and image of traditional product) on consumer satisfaction, loyalty and purchasing intention.Design/methodology/approach – Data were obtained using a structured questionnaire to consumers of both food products. After the fieldwork, a screening process was performed to obtain 223 (olive oil) and 251 (air‐cured ham) valid questionnaires. Structural equations model was applied to relate the perceived extrinsic and intrinsic quality with satisfaction, loyalty and purchasing intention.Findings – In relation to the influence of intrinsic and extrinsic quality attributes we have found. First, for the new PDO of olive oil, the results reveal the existence of a significant influence of...
TL;DR: In this paper, the authors present results of a research conducted to investigate the level of satisfaction/dissatisfaction of the clients with the provision of those assistance services, which is calculated using a proposed framework in terms of the mean difference between the importance of the service and the effectiveness of incubator management.
Abstract: Purpose – The purpose of this paper is to show that a business incubation/incubator program is an enterprise development strategy, aimed at accelerating the process of formation, development, survivability and growth of new enterprises by providing those new enterprises (clients) with a wide range of business assistance including physical facilities, business counselling and networking. This paper presents results of a research conducted to investigate the level of satisfaction/dissatisfaction of the clients with the provision of those assistance services.Design/methodology/approach – In this paper the level of clients' satisfaction/dissatisfaction with a service is calculated using a proposed framework in terms of the mean difference between the importance of the service and the effectiveness of incubator management in providing the respective service as perceived by the clients.Findings – The results in this paper indicate that clients were generally more satisfied with facility related services than th...
TL;DR: In this paper, the authors investigate e-tail store attributes that develop customers' positive perceptions of e•tail store image, and determine whether or not they develop a sense of loyalty to an e‐tailer.
Abstract: – The purpose of this paper is to investigate e‐tail store attributes that develop customers' positive perceptions of e‐tail store image, and determines whether or not they develop a sense of loyalty to an e‐tailer., – Acknowledging the importance of customer retention, this paper is designed to examine e‐customer loyalty intentions toward the e‐tailer. To understand the concept of loyalty toward an e‐tailer, this study focuses on the importance of the final stage of the customer decision‐making process: post‐purchase evaluation. This paper develops a model that describes the extent to which e‐tail store image (derived from a set of e‐tail store attributes) indicates patronage intentions and finally predicts customer loyalty. We use the structural equation modeling to test the model and hypotheses., – Results in this paper indicate that e‐tail store image is derived from e‐merchandise, e‐service, and e‐shopping atmosphere attributes, all of which support the way consumers shop. A favorable e‐tail store image positively influences e‐patronage intentions, which thus leads to e‐loyalty., – The research in this paper provides a conceptual model that will help e‐retailers better articulate how and why consumers may be e‐loyal shoppers. Second, the research identifies attributes, unique to online shopping that serve as the basis for conceptualizing e‐tail image as a second order factor.
TL;DR: In this article, the authors present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business-to-business (B2B) services sector.
Abstract: Purpose – The purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business‐to‐business (B2B) services sector.Design/methodology/approach – This review paper synthesises the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment.Findings – Five major factors deter customers from switching to an alternative service provider: switching costs; interpersonal relationships; the attractiveness of alternatives; service recovery; and inertia. These factors are mediated by dependence and calculative commitment.Originality/value – This is the first comprehensive study of the factors that potentially influence dissatisfied customers to remain behaviourally loyal to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and s...
TL;DR: In this paper, the authors present a model for values-based sustainable service business grounded in the concept of values based service quality, and present a methodology for supporting values based sustainable service businesses.
Abstract: Purpose – The purpose of this research is to present a model for values-based sustainable servicebusiness grounded in the concept of values-based service quality.
Design/methodology/approach – Base ...
TL;DR: Customer complaint behavior from the perspective of the service-dominant logic of marketing is studied in this article. But the focus is on the service and not the quality of the customer experience.
Abstract: Customer complaint behaviour from the perspective of the service-dominant logic of marketing
TL;DR: In this article, the authors explore and compare customer perceptions of service encounter behavior in the USA and the Republic of Korea and identify the relationship of the underlying behavioral dimensions to customer satisfaction.
Abstract: Purpose – The purpose of the study is to explore and compare customer perceptions of service encounter behavior in the USA and the Republic of Korea and to identify the relationship of the underlying behavioral dimensions to customer satisfaction.Design/methodology/approach – A questionnaire was designed to collect data in the USA and Korea. Exploratory factor analysis was employed to extract the most distinct set of behavioral dimensions underlying each culture. Predictive validity was examined using correlations and regression analysis.Findings – Key differences were found between US and Korean restaurant customers' perceptions of wait‐staff behavior and their impact on performance. While personalization was a significant predictor of satisfaction in the US sample, concern was a significant predictor for the Koreans. Courtesy and civility were important to both samples.Practical implications – Customer satisfaction is strongly influenced by employee behavior. To ensure success in international markets, ...
TL;DR: In this article, the authors used a grounded-theory approach to a multiple case study of 15 companies in the Swedish health and fitness industry to discover quality dimensions for the health-and-fitness industry and examine the salient aspects of the quality management practices of organisations in this industry.
Abstract: Purpose – The purpose of the paper is to discover quality dimensions for the health‐and‐fitness industry and to examine the salient aspects of the quality‐management practices of organisations in this industry.Design/methodology/approach – The research in this paper uses a grounded‐theory approach to a multiple case study of 15 companies in the Swedish health‐and‐fitness industry. Qualitative methods in the form of in‐depth interviews and observation are utilised for data collection.Findings – The paper finds that a framework for fitness quality management is developed and presented. The quality dimensions are found to be “pleasure”, “mental change”, and “physical change”. The main enablers are defined as “relational competence” and “technical competence”. Other indirect enablers are also identified and described.Research limitations/implications – The paper shows that because the framework is based on qualitative data collection, the relationships are not quantified. This could be an objective of further...
TL;DR: In this article, the authors examine the relative importance of customer perceptions of waits in a multi-stage service and develop a survey based on a review of the literature and in collaboration with the manager of a full-service restaurant.
Abstract: Purpose – The purpose of this study is to examine the relative importance of customer perceptions of waits in a multi‐stage service.Design/methodology/approach – The stages included the wait at the point of service‐entry, the wait during the service stage in which the core service was experienced and the wait at the service‐exit stage as the customer was preparing to leave. Satisfaction with the waits and satisfaction with the core service product, employees' behavior and the physical setting were examined in relation to customers' perceptions of service quality. Four measures of customers' perceptions of service quality were used in this study. These included overall customer satisfaction, willingness to recommend the service to friends, willingness to bring friends to the service and repatronage intentions. A survey was developed based on a review of the literature and in collaboration with the manager of a full‐service restaurant. The survey was administered during the course of the meal by restaurant ...
TL;DR: In this paper, the authors examine the impact of cultural dimensions on the customer service orientation of employees and recognize potential variations between the perceptions of managerial and non-managerial employees regarding the aforementioned relationship.
Abstract: Purpose – Customer satisfaction is becoming increasingly important for organisational survival, let alone prosperity. In this context, this study seeks to examine the impact of cultural dimensions on the customer service orientation of employees and recognize potential variations between the perceptions of managerial and non‐managerial employees regarding the aforementioned relationship.Design/methodology/approach – The study took place in 20 Greek public hospitals, where 749 usable questionnaires were gathered from front‐line employees. The questionnaire responses were analysed using descriptive statistics, t‐tests, and regression analyses.Findings – Findings provide insight into the perceptions of front‐line employees regarding the effect that organisational culture dimensions have on customer service orientation. Some effects were uniform for all employees, while others varied depending upon the position occupied by the employee. Other than aggressiveness, decisiveness, and innovativeness that affect a...
TL;DR: In this article, an empirical study across five retail sectors (grocery, textiles, DIY, consumer electronics and furniture retailing) based on a survey with 2,000 face-to-face interviews was conducted to show the relevance of service quality in building a strong retail brand.
Abstract: Purpose – The purpose of this research is to try to show the relevance of service quality in building a strong retail brand. It addresses how retailer attributes affect customer‐based retail brand equity, when considering retailers as brands. These attributes are compared with one another, and the importance of service is set in proportion to the other retailer attributes, both intersectorally and sector‐specifically. An integrated model is used here.Design/methodology/approach – This is an empirical study across five retail sectors (grocery, textiles, DIY, consumer electronics and furniture retailing) based on a survey with 2,000 face‐to‐face interviews. Structural equation modelling is used to illustrate the impact of central dimensions of the perception of retailer service and of the other retailer attributes on customer‐based retail brand equity.Findings – In retailing, service quality appears to be the most important retailer attribute in building a strong retail brand – as demonstrated in four out o...
TL;DR: In this paper, the authors analyzed the relationship between marketing and quality in the value-creation process and developed a conceptual framework of the synergistic relationship between total quality management and marketing in creating customer value.
Abstract: Purpose – The purpose of this paper is to analyse the relationships between marketing and quality in the value‐creation process.Design/methodology/approach – The paper combines the findings from a literary review and multiple case studies to develop a conceptual framework of the synergistic relationship between total quality management (TQM) and marketing in creating customer value.Findings – Two main conclusions arise from the study: TQM is a platform for the full realisation of marketing potentialities by revitalising the marketing concept and fostering its implementation; and TQM and marketing are complementary and synergistic in facilitating efficient management of the process of value creation and delivery.Research limitations/implications – The developed framework is only part of the complex relationship between marketing and quality. Nevertheless, it provides a solid basis from which to integrate the knowledge, tools, and methodologies of marketing and quality.Practical implications – The study pro...
TL;DR: In this article, the authors present a comprehensive analysis of the sequential application of the Theory of Constraints (TOC) five-step focusing process in improving the effectiveness of a service process that was limiting the performance of the entire service system.
Abstract: Purpose – The purpose of this paper is to present a comprehensive descriptive analysis of the sequential application of the Theory of Constraints (TOC) five‐step focusing process in improving the effectiveness of a service process that was limiting the performance of the entire service system.Design/methodology/approach – The five‐step approach is schematically presented with each step being described and evaluated relative to its role in effective constraint management. A detailed example provides additional insights and nuances into its use in managing the constraint within a banking organization's subsystem, namely, the loan application and approval process. This hypothetical, realistic, and comprehensive illustration iterates through several cycles of the five‐step focusing process to demonstrate how managers are able to address different types of constraints.Findings – The paper provides a detailed description on how each of the five‐steps can be used to improve the organization's performance relativ...
TL;DR: In this article, the authors describe research carried out to determine whether South Florida's heterogeneous retail banking customers have differing perceptions of the importance of service quality dimensions; and to ascertain whether various ethnic groups report different levels of customer satisfaction with their retail banks.
Abstract: Purpose – The purpose of this paper is to describe research carried out to determine whether South Florida's heterogeneous retail banking customers have differing perceptions of the importance of service quality dimensions; and to ascertain whether various ethnic groups report different levels of customer satisfaction with their retail banks.Design/methodology/approach – This study examines three distinct ethnic groups vis‐a‐vis the most significant dimensions of service quality causal to customer satisfaction with retail banking institutions. Because of the ethnic diversity of its residents, South Florida was chosen for this research.Findings – As a group, 230 banking customers rated reliability and responsiveness as having the greatest impact on their satisfaction levels. Although no statistically significant differences were apparent in the overall levels of satisfaction among the groups, respondents from the three largest regional ethnic groups (African‐Americans, Latinos, and non‐Latino Caucasians) w...
TL;DR: The paper finds that the current case management system of the provider, as structured, was not fulfilling its potential for achieving medical quality, operational cost, or patient satisfaction.
Abstract: – The purpose of this paper is to provide the results of a case study that examined the application of platform design to improve the integration of patient care services across the continuum of care. This paper is designed to spark discussion and encourage further research in this area., – The research in the paper involved a case study of a large health care provider in a major metropolitan area. The authors of this paper worked with directors of case management departments and other managerial personnel within the enterprise to study the case management interface services between different inpatient and outpatient facilities to examine existing processes, identify deficiencies, and to recommend improvements in case management., – The paper finds that the current case management system of the provider, as structured, was not fulfilling its potential for achieving medical quality, operational cost, or patient satisfaction. A number of areas where improvements could be made were identified, and an integrated case management approach based on modular platform design was recommended as a key approach to realize such improvements., – The paper shows that this study involves only one major provider and therefore the direct application of an integrated case management approach based on platform design to other providers would have to be further researched. However, the proposed integrated, cross‐continuum model of case management appears to be a novel way to both improve care and achieve financial cost efficiencies., – The case study in this paper demonstrates how innovative thinking and the use of techniques typically associated with “Platform architectures” can have direct application in the health care sector., – The paper shows that as health care providers are continuously working to improve the quality of care within specific areas of clinical care, improvement in the interfaces between these specific areas may also improve the quality and cost of care. This case study applies modular services design to show how the planning and delivering patient services across the entire “Continuum of care”, which includes the transfer of patients, care coordination, and medical information management can achieve that desired result.
TL;DR: In this article, the authors examined the factors affecting the adoption of internet banking services by domestic commercial banks in a sparsely populated small island, namely North Cyprus, and found that banks in North Cyprus have been consistently moving towards providing Internet banking services despite a very small potential market to share.
Abstract: Purpose – This paper aims to examine the factors affecting the adoption of internet banking services by domestic commercial banks in a sparsely populated small island.Design/methodology/approach – Being one of the smallest island economies in the world, North Cyprus was chosen as a case study to explore the factors that affected the penetration of internet banking services in North Cyprus over a two year period. The managers of 23 banks operating in North Cyprus were interviewed first in 2004 and later in 2006. Furthermore, the web sites of these banks were also examined both in 2004 and in 2006 in order to measure the progress made in adopting internet banking services between these periods.Findings – Evidence from survey studies and from banks' web sites indicated that banks in North Cyprus have been consistently moving towards providing internet banking services despite a very small potential market to share. In 2004, the majority of commercial banks claimed that the potential market was too small to a...
TL;DR: In this paper, the authors present a thorough understanding on a model of service companies' satisfaction with ISO 9000, and how various factors moderate several paths of the model, including education, reputation, inter personal relations, and motivation on the part of employees.
Abstract: – The purpose of this study has been to determine the level of difficulties/obstacles associated with the implementation of ISO 9000, the importance of achieving expected improvements and the level of success in achieving expected improvements. The overall aim is to specifically explore the influence of these factors on service companies' satisfaction with ISO 9000., – A survey methodology was used to gather data. Simple t‐ and Tukey tests, principal components analysis, and multiple regression analysis were used to test the hypotheses of this study., – The results suggest that service companies may be more than satisfied with ISO 9000 if they lay greater emphasis on considering alternative approaches to educating the top and medium level managers and receiving support from top management. They also need to focus on enhancing the enterprise's quality in terms of reputation, inter personal relations, and motivation on the part of employees., – There are several limitations. First, the fact should not be ignore that these relationships may not apply to all businesses because the data have been collected from service companies. Second, a large percentage of the satisfaction remains unexplained suggesting the need for additional research incorporating potential unmeasured variables in the current study., – Educating top and medium level managers must increase in importance as a competitive priority. Personnel must be provided with extensive training particularly in communication and quality skills. Activities aimed at increasing personnel motivation must be given a high priority., – This study presents a thorough understanding on a model of service companies' satisfaction with ISO 9000, and how various factors moderate several paths of the model.
TL;DR: In this paper, the authors examine the stability of the dimensions of quality across various categories of internet retailing and identify the quality criteria that are associated with each category and find that the criteria within these dimensions are not stable across the categories.
Abstract: Purpose – The objectives of this paper are to examine the stability of the dimensions of quality across various categories of internet retailing and to identify the quality criteria that are associated with each category.Design/methodology/approach – Interviews are conducted to examine the quality requirements of internet shoppers relative to four categories of internet retailing. A quality criteria model (or RECIPE) is developed for each category and a comparison of the instruments is performed.Findings – All four categories of internet retailing involve quality dimensions of “web site”, “transaction”, “delivery”, “customer service”, and “security”. However, the criteria within these dimensions are not stable across the categories. Most of the differences relate to the transaction and fulfilment processes.Research limitations/implications – In measuring and managing internet retailing quality, “one size does not fit all”. Quantitative research is required to develop and refine quality measurement scales ...