Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TLDR
The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...Abstract:
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...read more
Citations
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Journal ArticleDOI
An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry
TL;DR: In this paper, a mail survey was conducted at a major mobile communications company in mainland China and the SERVQUAL instrument reliability and validity were examined, and exploratory and confirmatory factor analyses were conducted.
Journal ArticleDOI
Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction
TL;DR: In this article, the authors empirically test a model of business loyalty in a sample of 234 clients of information systems suppliers, integrating the concepts of service quality, satisfaction, and loyalty.
Journal ArticleDOI
Marketing's role in product and service quality
TL;DR: A step-by-step process for developing a marketing quality improvement program is presented and illustrated in this paper, where the definition and measurement of product and service quality are examined and marketing's quality improvement responsibilities are outlined.
Journal ArticleDOI
Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis
TL;DR: In this paper, the authors investigate the critical factors of customer perceived service quality in banks of a developing economy - India and compare and contrast the three groups of banks in India with respect to the service quality factors from the perspective of the customers.
Journal ArticleDOI
The antecedents of customer satisfaction with online travel services: a conceptual model
Khaldoon Nusair,Jay Kandampully +1 more
TL;DR: In this paper, a content analysis was conducted on the six prominent travel web sites as ranked by J.D. Power Consumer Report, and a list of 53 attributes were selected, named, and categorized around the six web quality dimensions explored in this study.
References
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Journal ArticleDOI
Free Competition and the Optimal Amount of Fraud
Michael R. Darby,Edi Karni +1 more
TL;DR: In this paper, the authors explore the reasons for and determinants of the provision by a firm of false information to a consumer so as to induce purchases which would not be made if the consumer possessed full information about the qualities of his purchase.
Journal ArticleDOI
An Investigation into the Determinants of Customer Satisfaction
TL;DR: This article investigated whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction, and whether the effect of disconfirmations is adequacy or adequacy, and concluded that it is not necessary to do so.
Journal ArticleDOI
Advertising as Information
TL;DR: In this paper, the major features of the behavior of advertising can be explained by advertising's information function, and it is shown that the most important information conveyed by advertising is simply that the brand advertises.
Book
Quality Is Free: The Art of Making Quality Certain
TL;DR: In this article, the authors propose the Quality Is Free (QF) principle: do things right in the first place, and you won't have to pay to fix them or do them over.
Journal ArticleDOI
Breaking Free from Product Marketing
TL;DR: In this paper, the authors argue that service marketing, to be effective and successful, requires a mirror-opposite view of conventional "product" practices, and propose a new approach for service marketing.