Journal ArticleDOI
The relationship between service quality and customer satisfaction: the example of CJCU library
I-Ming Wang,Chich-Jen Shieh +1 more
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In this paper, the authors investigated the users' degree of importance and the performance provided by the library and found that the overall service quality has a significantly positive effect on overall user satisfaction.Abstract:
The present paper, taking Chang Jung Christian University (CJCU) Library as an example, investigates the users' degree of importance and the performance provided by the library. This study explores overall user satisfaction as well. A questionnaire survey s conducted to reveal users' perspectives on service quality. Based on literature, servicequality has five dimensions, which are tangibles, responsiveness, reliability, assurance, and empathy. The results indicate that the overall service quality has a significantly positive effect on overall user satisfaction. Among these five dimensions except responsiveness, all of them have a significantly positive effect on overall user satisfaction. In addition, the top five important service quality features ranked by users are: collections, loaning and returning service, overall atmosphere, electronic database system, and online reservation and renewal. Furthermore, the perceived importance of service quality dimensions has no significant difference among institu...read more
Citations
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Service quality, customer satisfaction and loyalty in automobile repair services sector
TL;DR: In this article, the authors explored the dimensional structure of SERVQUAL scale within non-western service setting as well as the impact of service quality dimensions on customer satisfaction and loyalty.
Journal ArticleDOI
Mediators of the relationship between service quality and customer loyalty
TL;DR: In this article, a cross-sectional survey of bank customers was conducted in Chinhoyi, Zimbabwe, where customers were randomly intercepted as they walked out of five major banks and a questionnaire with Likert type questions was used to collect data.
Journal ArticleDOI
Assessing the effects of service quality on customer satisfaction
TL;DR: In this article, the authors used LibQual to analyze the gap between customer's perception and expectation, concerned with the services at the University Sultan Zainal Abidin (UniSZA) Library.
Journal ArticleDOI
Key factors affecting rail service quality in the Northern Italy: a decision tree approach
TL;DR: In this paper, the authors focused on the analysis of transit service quality on the basis of the perceptions directly expressed by the passengers of the services, such as safety, cleanliness, comfort, information, personnel.
Journal ArticleDOI
An analysis of library customer loyalty
TL;DR: In this article, the authors investigated the relationship between library customer loyalty and other latent constructs, namely service quality and customer satisfaction in a university library service in Indonesia and found that service quality has a direct effect on customer satisfaction.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Book
Principles of Marketing
Philip Kotler,Gary Armstrong +1 more
TL;DR: The fourth edition of the Principles of Marketing as discussed by the authors has been revised or completely changed to embrace the growth in e-commerce and recognising Europe's internationalism and the growth of globalisation, examples and cases are drawn from Europe alone, but from the US, Japan, South-East Asia and Africa.
Book
Principles of Marketing
TL;DR: The second edition of Randall's introductory text for general marketing courses, combining academic rigour with an accessible writing style as mentioned in this paper, provides a comprehensive overview of 'classical' marketing, including the shift from transactions to relationships, one-to-one marketing and mass customisation, changes in the role and organization of the marketing function, marketing accountability and marketing metrics.
Journal ArticleDOI
Importance-Performance Analysis
John A. Martilla,John C. James +1 more
TL;DR: An easily-applied technique for measuring attribute importance and performance can further the development of effective marketing programs.