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 24 for “"customers' perceptions"”.
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Customers’ perceptions towards online banking services in Malta
… dissertation is to find out what has affected customers, or is still affecting them today, in starting to use online banking services or otherwise. Ultimately, and vitally for banking institutions, customers‟ perceptions on what they would like to change or add in relation to internet banking …
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Customers' perceptions towards product quality in automotive small and medium enterprises in Durban Metropolitan areas
Submitted in fulfillment of the requirements for the Master’s Degree in Business Administration, Durban University of Technology, Durban, South Africa, 2017.
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Perceptions of service quality and effects of personality traits of employees in the UAE Islamic banks
… the effects of employees" personality traits on customers"perceptions of the UAE Islamic bank service quality 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 …
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Three Essays on Customers in Waits.
… solutions to waiting issues by investigating customers’ perceptions, thoughts, emotions, intentions, and behaviors in waits. Specifically, I examine customers’ perceptions and responses to waits in the service (Essay 1), customers’ decision-making about waiting for new products (Essay 2), and …
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Restaurant Revenue Management: Effects of Customer's Perceived Scarcity of Capacity and the Price Difference on Perceived Value and Fairness Perceptions
… operators may need to understand how their customers perceive capacity limitations. While customers are more familiar with RM practices in traditional RM industries (e.g., airlines or hotels) with fixed capacities, perceptions of capacity limitations in restaurants (relatively flexible …
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Electronic service quality and customer satisfaction in South African online stores: the role of psychographics on perceptions
… theoretical model to (i) assess online shopping customers’ perceptions of electronic service quality, (ii) illustrate the effect of electronic service quality on customer satisfaction, (iii) measure the effect of customer satisfaction on customer behavioural intentions, and (iv) determine how …
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The impact of performance-based reward system (PBRS) on customers' perceived service outcomes
… levels of customer oriented PBRS schemes impact customers’ perceptions of service quality. Six government departments were examined, three categorised as having high levels of customer focus in their PBRS plans and three as having low levels of customer focus in their PBRS plans. Marketing …
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EXPLORING SERVICE QUALITY IN THE ISLAMIC BANKING INDUSTRY IN KUWAIT: ANALYSIS OF CUSTOMER PERCEPTIONS
… products and services that are difficult for customers to differentiate. Improvements in service quality are expected to increase customer satisfaction, which, in turn, will increase the banks’ ability to retain their customers, broaden their market share, and increase profitability. This …
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An investigation into the antecedents of prosocial service behaviours : a travel service context
… behaviours during service encounters influence customers’ perceptions of service quality and customer satisfaction. The identification of variables that influence FLEs service behaviours is, therefore, important. Much remains unknown about the factors affecting prosocial service behaviours …
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The impact of psychological empowerment on the service quality of front-of-house staff in the Jordanian hotel sector
… their roles, commitment to the organisation, perceptions of customer-orientated behaviour and their psychological empowerment were positively and significantly correlated with service quality. Therefore, when employees experience a high level of these factors above, they are more likely to …
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Customer Perceptions of Restaurant Cleanliness: A Cross Cultural Study
What is a clean restaurant in customers' viewpoints? Restaurant cleanliness is considered one of the most significant conditions when customers evaluate overall restaurant quality or decide their levels of satisfaction. However, there have been few studies of perceptions of restaurant cleanliness …
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The usefulness of annual reports of Islamic institutions in GCC countries to investors: the case of Kuwait
… In particular, the study is concerned with the perceptions of both institutional investors and customers in Kuwait about the annual reports of Islamic financial institutions. In addition, the study investigates the opinions of the preparers of annual reports of Islamic financial institutions in …
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Mcdonald’s Users’ Perceptions Of Health And Nutrition, Quality, And Value On Visit Frequency
… lifestyle. This study examines how McDonald’s customers’ perceptions of health and nutrition, quality, and value vary demographically (gender, age, ethnicity, educational level, and body mass index [BMI]) by McDonald’s visit frequency. An online survey was employed to collect data of …
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Investigating the Relationship Between an IT Project Manager's Emotional Intelligence and the Customer's Perception of Success
… satisfaction survey was sent to the projects' customers. A total of fifty-six complete datasets were used in this research.</p> <p>The results showed no statistical correlation between the EQ-i scales Interpersonal, Intrapersonal, Stress Management, and Adaptability scores and the customer's …
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The Development and Testing of a Relational Model of Competence in the Context of Nature-Based Tourism
… was used to measure white water rafting customers' perceptions of the levels of motivation, knowledge, and communicative skills exhibited by their guide as well as their overall communication competence.</p> Two hundred and fifty two completed questionnaires were received from the 343 …
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The Development and Testing of a Relational Model of Competence in the Context of Nature-Based Tourism
… was used to measure white water rafting customers' perceptions of the levels of motivation, knowledge, and communicative skills exhibited by their guide as well as their overall communication competence.</p> Two hundred and fifty two completed questionnaires were received from the 343 …
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SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION
… failures are likely to result in unsatisfied customers. Therefore, a recovery system is important to tilt the balance of satisfaction/dissatisfaction to a more favorable condition. An e-service recovery process is an important operational process to affect this change. It is in a sense, a …
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Examining the Impact of Customer Digital Literacy and Artificial Intelligence Literacy on the Adoption of AI-Enabled Mobile Banking Services
… how DL and AIL shape readiness and influence perceptions of service quality. Without these insights, advanced services risk being deployed misaligned with customer competency, slowing adoption and weakening service improvements. To address this gap, this research explored the DL and AIL levels …
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