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
Formation of e-satisfaction and repurchase intention
TL;DR: A conceptual model is developed to decipher how e-satisfaction is formed and how computer-related individual differences such as computer self-efficacy and computer anxiety moderate this formation.
Journal ArticleDOI
Cues used by customers evaluating corporate image in service firms: An empirical study in financial institutions
Gaston LeBlanc,Nha Nguyen +1 more
TL;DR: In this article, the concept of corporate image in intangible services with data collected from 342 customers of a financial institution was investigated and four factors that explain customers' perceptions of image were identified.
Journal ArticleDOI
Measuring service quality in higher education: Development of a hierarchical model (HESQUAL)
TL;DR: A hierarchical model for measuring service quality in higher education was developed and empirically test using qualitative research methods and a comprehensive literature review and the results of the factor analysis revealed the presence of sub-dimensions.
Journal ArticleDOI
Kano's theory of attractive quality and packaging
Martin Löfgren,Lars Witell +1 more
TL;DR: In this article, the authors explore the impact of packaging on customer perceptions of quality and propose a method to represent quality as additional to packaging's function of product protection, and explore the relationship between packaging and customer perception of quality.
Journal ArticleDOI
Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis
TL;DR: An empirical study that compares patient satisfaction with service quality in Saudi Arabian public and private sector hospitals shows that sex, education, income and occupation were statistically significant in influencing inpatients' satisfaction, and all the null hypotheses were rejected.
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.