Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: An Empirical Study S Arun Kumar1, B Tamil Mani2, S Mahalingam3 and M Vanjikovan4 This paper examines the service quality dimensions of Indian private banks dealing with retail banking. Overall service quality level acts as an antecedent for customer satisfaction. The factors extracted give perceived service quality dimensions which correlate with overall attitudinal loyalty. Overall service quality further tested for
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CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree
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2006:56 MASTER'S THESIS Relationship between Service Quality and Customer Satisfaction In the case of CCG (Customer Centric Group) CO Ali Dehghan Luleå University of Technology Master Thesis, Continuation Courses Marketing and e-commerce Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2006:56 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--06/56--SE Relationship between service quality and customer satisfaction: In the case of
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identify the key performance indicator of MPA. Results show that how TQM and Six Sigma is being applied to improve the key performance of the MPA. Using SERVQUAL is an effective approach it’s can analysis of the difference between customer expectations and perceptions has been highlighted with support of an example. In the SERVQUAL instrument can measure the performance across these five dimensions, such tangibles, reliability, responsiveness, assurance and empathy as using a
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THE DELONE AND MCLEAN MODEL OF INFORMATION SYSTEM SUCCESS 9 The DeLone and McLean Model of Information Systems Success: A Ten-Year Update WILLIAM H. DE LONE AND EPHRAIM R. MCLEAN W ILLIAM DELONE is an Associate Professor of Information Systems and Chair of the Information Technology Department at the Kogod School of Business at American University in Washington, DC. Professor DeLone’s primary areas of research include the assessment of information systems effectiveness and value, the implementation
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CHAPTER 1: INTRODUCTION BACKGROUND OF STUDY The quality of services has grown rapidly. Measurement of quality of service based on a multi of services industries has been carried out the conduction is the tourism industry (Atilgan et al, 2003) and hotel (Kayaman & Arasli, 2007). In the hotel industry itself, the most important in hotel is to provide the best services to customer. The hotel industry history began at Santa Barbara, California in 1962, by two men know as building contractor William
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roadside stalls to café or bistro concept restaurants. The objective of this study is to provide an insight into customers dining intention to “Mamak” restaurants measuring the service quality and food attributes. A questionnaire survey was administered in this study and result showed that only one of the factor of service quality that is assurance and one variable of food attributes that is aroma, have greater influence on customers dining intention. The findings in this study can be used by other
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to the study Although service quality in banking has been considered markedly important over the years, the topic has recently been afforded even more attention. (Crosby, 1979). Such interest may be the result of the reduced customer base and decreased market share affecting a portion of the banking industry. (Bowen and Hedges, 1993). The trend of world markets has changed noticeably from agricultural to service markets (Asian Development Outlook, 2007). All of the service businesses are trying their
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Contents PART A- Servqual Analysis- Data Standardization and Analysis 1. Introduction 2 1.1 Service quality and customer satisfaction. 2 1.2 Measuring service quality 2 2. ANALYSIS OF SERVQUAL DATA 3 2.1 Data Standardization 3 2.2 Survey 5 2.3 Expectations and Perceptions 6 2.4 Confidence interval: 7 2.5 Dimensions 8 3 TOWN WISE ANALYSIS 9 4 Comparative Analysis of Key Results 10 5. Conclusion 11 PART B: VISA: Multi Attribute value Analysis and Multi Criteria Decision
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European Journal of Marketing Service behaviors that lead to satisfied customers Kathryn Frazer Winsted Article information: To cite this document: Kathryn Frazer Winsted, (2000),"Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 Iss 3/4 pp. 399 - 417 Permanent link to this document: http://dx.doi.org/10.1108/03090560010311920 Downloaded on: 16 September 2014, At: 19:29 (PT) References: this document contains references to 72 other documents. To copy
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