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 17 of 17 for “"Service quality dimensions"”.
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Student Perceptions and Expectations of Library Services Quality and User Satisfaction at Walters State Community College.
… was to explore students' perceptions of library services offered at Walters State Community College. This research involved LibQUAL+<sup>™</sup>, a nationally known academic library assessment instrument that measures three dimensions on a scale of approximately 22 aspects of service, divided …
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Customer Satisfaction on Service Quality: A Case Study of TANESCO Emergency Call Center
… to organizations and researchers alike. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. The main purpose of this study was to examine the relationship between customer …
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Tourism industry development in Cammeroon: Evaluating the influence of service quality and destination image on customer satisfaction among international tourists
… influence tourism impact on economy; namely service quality, destination image and customer satisfaction. This thesis established precisely the nature and significance of the relationship between those three variables; answering the research question, “what is the nature of the relationship …
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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 Influence of Service Quality on Customer Satisfaction in Intercity Public Transportation: A Case of a Alsaedy High Class Bus Service
… of the study was to determine the influence of service quality on customer satisfaction in Alsaedy High class bus services which operates between Dar es salaam and Morogoro. The service quality gap was established using SERVQUAL model by comparing expectations with actual perception of services. …
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Service quality in nursing homes. A construct, measurement and performance model to increase client focus.
This thesis is concerned with the quality of care for the elderly in nursing homes, responding to a critical social and demographic imperative. The aim of this study is to provide a service quality construct for nursing homes to increase client focus and satisfaction. The research is underpinned by …
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The assessment of service quality and customer satisfaction using SERVQUAL Model: The Case Study of Tanzania Telecommunications Company Limited (TTCL)
Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand …
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Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
… of this study are to identify the necessary service quality dimensions that customers expect from the logistics service providers, to identify the gaps between customers’ satisfaction and desire, and to explore knowledge, skills and abilities (KSAs) required for employees of logistics service …
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Effect of Relationship Marketing Tactics on Customers’ Loyalty in Commercial Banks in Geita District, Tanzania
… loyalty and these include application of service quality dimensions, enhancing their brand name with slick (innovative), promotional campaigns (value offers) and competitive pricing strategies. The study recommended that commercial banks should tailor their relationship marketing tactics …
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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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Service quality, national differences, and shopping behaviour at airport commercial area : the case of Keflavik International Airport
… Airports are thus focusing more and more on service quality and customer satisfaction, in order to differentiate themselves and attract more passengers, to increase commercial revenues and gain a competitive advantage. However, a deeper understanding of how passengers of different national …
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An investigation into developing productive construction environments to improve quality performance in Australian building construction
… from all corners over the past few decades. Quality issues plaguing construction performance has been a popular theme amongst investigations of productivity, culture and construction conditions. Rework costs are at similar levels with industry profit margins and the causes of defects are wide …
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The impact of service providers' emotional displays on service evaluation : evidence of emotional contagion
… Six, a model of the emotion system of the service encounter is developed. In part, it represents a conceptualization and a substantial and substantive extension of Hochschild's (1983a) work on emotional labor . The model not only accounts for the emotional reactions of consumers to the …
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The impact of Total Quality Management in the banking sector in the UK
… is to present the current scenario of Total Quality Management in the Banking sector in the UK and the role of service quality, employee satisfaction and commitment in achieving organizational excellence and financial performance in financial institutions. It also identifies the …
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E-government services effectiveness evaluation framework (E-GEEF) : a case study of Indian e-tax service
… improving the effectiveness of e-government services. Based on the analytical review of literature, it was found that most of the e-government evaluation models address the e-service dimensions that assess the quality of e-government websites. This gives a very constrict perspective to …
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An empirical study of behavioural intentions in the Taiwan hotel industry
… The marketing literature has identified that service quality, perceived value, image, customer satisfaction and demographic variables are significant determinants of behavioural intentions. This suggests that behavioural intentions are a multi-dimensional concept. Despite the importance of …
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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 …