Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 9 of 9 for “"SERVPERF"”.
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El papel de los incidentes críticos en el complemento de la información sobre la calidad de los servicios, en las instalaciones de ocio naútico de la Región de Murcia: relación entre percepción de la calidad, satisfacción y lealtad del consumidor
… Elaboramos un cuestionario según el modelo SERVPERF, de 33 ítems en torno a una escala Likert (1/7) para la percepción de la calidad, satisfacción, compromiso psicológico y boca / oído, así como un cuestionario para los incidentes críticos que combina preguntas abiertas y cerradas. …
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MAPEAMENTO DA PERCEPÇÃO DOS ALUNOS DE UMA ESCOLA DE IDIOMAS: UMA ADAPTAÇÃO AO MODELO HEdPERF
… such as the Gap Model, the SERVQUAL Scale, SERVPERF Model and the HEdPERF Model. The Gap model, the SERVQUAL Scale and the SERVPERF Model are said to be generic, which means, applicable to any type of service. However, the HEdPERF model was developed specifically to evaluate the quality of …
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Perceptions of service quality and effects of personality traits of employees in the UAE Islamic banks
… using two questionnaires (the Mini-Markers and SERVPERF) and a set of regression models. The sample consisted of 105 bankemployees and 454 customers.The most important aspect of the originality and contribution of this thesis is that it is thefirst for the UAE banking sector in general and …
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Relación entre la calidad de servicio y la fidelización de clientes en las estaciones de servicio de combustible en Chimbote, Perú
… was used as an instrument using the SERVPERF methodology, employing the Likert scale to evaluate the level of customer loyalty. This was applied to a sample of 122 customers, with the result that the company provides quality service; however, it should improve the application of …
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The impacts of service quality, customer satisfaction, and perceived price fairness on the behavioural loyalty of Hong Kong business and non-business air travellers towards airline companies
… overall airline services besides SERVQUAL and SERVPERF. It was also revealed that the customer satisfaction factor partially mediates the contribution of the overall service quality factor to the behavioural loyalty factor. The partial mediation effect of business air travellers is more robust …
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Service failure and recovery in UK airlines
… In addition, the usage of the SERVPEX and SERVPERF models cannot be totally rejected as there are arguments from both sides.Overall this research has contributed to theory by demonstrating through a conceptual framework what general impact exist in the whole service failure and recovery …
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Examining Perceptions of Service Quality of Student Services and Satisfaction Among International Students at Universities in Indiana and Michigan
… This study fills that gap by using a modified SERVPERF questionnaire to investigate international students perceived service quality and satisfaction at eight universities in Indiana and Michigan.</p> <p>Method</p> <p>The purpose of the study was to examine perceptions of service quality of …
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Students' perceptions of service quality at two South African higher education institutions
South African higher education institutions are facing increasing competition from both local and global competitors. This increasing competitive pressure has forced them to become aware of the importance of building and sustaining a suitable competitive advantage. Adding to this, South Africa's …
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Creating and Validating a Measure of Customer Equity in Hospitality Businesses: Linking Shareholder Value With Return on Marketing
Understanding the contribution of marketing to the shareholder value of a company has been a major challenge for marketing research. The purpose of this dissertation was creating and validating an attitudinal measure of customer equity in hospitality businesses, thus providing a link between return …