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
Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty
TL;DR: In this article, the authors examined the internet banking service quality and its implication on e-customer satisfaction and ecustomer loyalty and found that personal need, site organization, user friendliness, and efficiency of website are distinct constructs.
Journal ArticleDOI
Service loyalty: implications for service providers
TL;DR: In this article, a conceptual framework for service loyalty is presented, but one that is not based on empirical support, which can assist service providers in determining the type of loyalty conditions that are likely to exist for specific service industries.
Journal ArticleDOI
Conceptualizing total quality management in higher education
TL;DR: In this paper, the authors identify and apply the relevant concepts of total quality management (TQM) to each and every aspect of academic life; that is, to the t... The education system and more so the higher education system in particular, in an attempt to react to the demands and ever increasing pressures from its stakeholders, finds itself in a marketoriented environment, with internal and external customers; wherein, "delighting the customer" is the rule for survival in the long run.
Journal ArticleDOI
Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions
TL;DR: In this paper, the authors examined the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance and empathy) and students satisfaction and provided results from empirical test of these relationships and provided support for the Parasuraman's SERVQUAL (1985), which related to the factors contributing to students' satisfaction.
Journal ArticleDOI
Customer Satisfaction during the Service Delivery Process
Peter J. Danaher,Jan Mattsson +1 more
TL;DR: In this article, the authors investigated how quality factors were related to their respective encounters and how cumulative satisfaction levels impact on each other and over time, and found that there was a clear trend in the cumulative satisfaction results.
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.