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 20 of 464 for “"Service Quality"”.
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Management of internet-based service quality
An increasingly diverse set of services, content distribution network (CDN), Internet games, streaming videos, online-banking, IPTV, VPN, cloud computing and VoIP, are built on top of Internet. For most of these Internet-based services, best effort delivery is no longer an acceptable mode of …
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Service quality of English Islamic banks.
… products. However, are these banks meeting the service quality needs of their customers? Previous studies on service quality within Islamic banks have been restricted to Muslim-based countries and whilst English Muslims will have the same religious beliefs, their values may have been altered by …
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Customer service quality in the construction industry
Thesis (M.S.)--Massachusetts Institute of Technology, Dept. of Civil Engineering, 1991.
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Service quality in the academic libraries in Kenya
The subject of service quality has been widely researched in various sectors, and academic libraries are no exception. It has become imperative that university libraries in Africa, Kenya in particular, re-examine their existence in academia, in order to justify the need for their services. This …
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Asset management--service quality : the institutional investor perspective
Thesis (M.S.)--Massachusetts Institute of Technology, Dept. of Architecture, 1993.
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Service quality management in conference tourism : expectations versus delivery
… primary objective of this study was to determine service expectations of conference delegates in relation to the service delivered at Quest Conference Estate. This objective was achieved by firstly analysing service quality in terms of the expectation of service delivery prior to attending a …
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Financial Service Quality: Evidence from Banking Sector of Pakistan
A need for the incessant improvement of service quality within most if not all organisations has been engendered over the past three decades (Karatepe et al., 2005). This requirement is due, in part, to its significance for the success of organisations (Yasin et al., 2015), including banks (Veli …
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What Matters Most? Measuring Service Quality to Improve Schools
… How do parents perceive the importance of the quality of the delivery of educational services? In a competitive educational marketplace, attracting and retaining families is essential to a school’s ability to survive and succeed.</p> <p>This mixed-method study draws from research on customer …
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The relationship between service quality expectations and cultural diversity
… business as well as the continuously expanding service industry have led to the need to examine the relationship between cultural diversity and service quality. The present study focuses on how culture affects customers' service quality expectations, and how acculturation plays a role in …
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Satisfaction and service quality in the quantity surveying profession
This thesis investigates client satisfaction and service quality in the quantity surveyingprofession. Whilst many reasons abound for dissatisfaction with the construction industry,this thesis focuses on client satisfaction with the provision of quantity surveyors' services. To this end, a greater …
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Managing customer relationship channels through pricing and service quality
… make available to their customers? What level of service should it provide at each of the channels? What types of incentives should the firm offer to encourage customers to use a specific channel? What are the effects of these decisions on customer retention and the firm's revenues and profits? We …
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The Evaluation of Service Quality by Socially Responsible Customers
… been shown to affect their attitudes towards the quality of goods and services as well as their buying behaviors. Nevertheless, there is a paucity of empirical research in the service literature on socially responsible customers. This study investigates the role that social responsibility plays in …
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A Study on Road Users' Overall Perceptions of Highway Maintenance Service Quality and the Variables that Define the Highway Maintenance Service Quality Domain
… opinion can also be collected for measuring the quality of the service delivered by maintenance units. Assessing product and service delivery performance is important for determining the overall performance of highway maintenance programs. The present study examines the relationship between road …
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Measuring Undergraduate Student Perceptions of Service Quality in Higher Education
… undergraduate student satisfaction with college services and environment at a large southeastern doctoral/research extensive university (target university), with the long-term intent of minimizing detractors to providing exceptional service quality, positively influencing customer satisfaction, …
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An investigation into consulting engineering service quality perceptions and expectations
This thesis focuses on the 'Quality of Service' provided by Consulting Civil/Structural engineers. The study assesses whether or not there are shortfalls in the quality of engineering services provided by consulting engineers. It identifies service dimensions that are problematic and also …
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Investigating internal service quality at Durban University of Technology Writing Centres
Submitted in fulfillment of the requirements for the degree Master in Philosophy Public Management, Durban, University of Technology, Durban, South Africa, 2017.
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An evaluation of customer service quality at a selected resin company
Submitted in partial fulfillment of the requirements for the Degree of Masters in Business Administration (MBA), Business Studies Unit, Durban University of Technology,Durban, South Africa, 2008.
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Improving service quality in small communities: The Bahamas as a model
Service quality is a topic that permeates every facet of the tourism industry. In small communities such as The Bahamas, where tourism is the driving factor for economic stability, service quality is paramount. In 2001, the Bahamian Ministry of Tourism set customer satisfaction goals for the …
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Managing service quality: a study in the UK roadside lodge sector
Service quality is increasingly becoming an important issue for organisations to consider when attempting to satisfy customers and remain competitive in the marketplace. Delivering consistent service quality though appears to present difficulties for many organisations,but this can largely be …
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