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 22 for “"perceived service quality"”.
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Consumer expectations of services and their effect on perceived service quality
… the research that falls under the umbrella of ""services research"" has been concerned with perceived service quality. Researchers who try to explain and predict perceived service quality view consumer expectations of services as an important construct in the perceived quality formation process. …
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The effect of price, brand name, and level of advertising on perceived service quality, perceived service value, and purchase intention of the lodging industry
… of advertising on consumers’ perceptions of service quality, service value, and their willingness to stay at a lodging facility. Hypotheses are derived from a conceptual model to posit the relationship that the three extrinsic cues of price, brand name, and level of advertising have with the …
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An investigation into the dimensionality of service quality across services in HE and its relationship with value and satisfaction
… have led higher education institutions (HEIs) as service organizations to operate in a highly competitive environment. As the sector is becoming more dependent on tuition fees paid directly by students who are increasingly considered as customers, HEIs will need to place greater focus on the value …
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An Investigation of the Antecedents and Consequences of Affective Commitment in a U.S. Hospitality Organization
… include organizational commitment to employees, perceived organizational support, employee empowerment, and job satisfaction; the consequence is represented by employee perceived service quality. Previous studies suggest that affective commitment has positive effects on employees' organizational …
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Quality service delivery in tertiary institutions in Ghana: a comparative study of public and private universities
… that in competitive milieu, measurement of service quality using country-specific scales would speedily help identify problems, adequately improve service performance, better evaluate consumer satisfaction and enhance competitive advantage. However, there is a dearth of empirical …
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Student intent to persist relative to perceptions of service quality and satisfaction with selected onboarding services in community colleges
… plague community colleges. A framework linking perceived service quality, satisfaction, and behavioral intent has been identified in the existing literature and found to be useful in various service sectors outside of higher education. Purpose: To explore the relationship between community …
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Study Abroad Motivations, Satisfaction and Loyalty: the Impact of Service Quality, Acculturation and International Student Characteristics in Higher Education
… must go beyond providing high academic quality (Borzooei & Asgari, 2014). The dissertation aims to explore and analyse the influence of international students’ motivation for studying abroad on their satisfaction and loyalty towards their host institution. The dissertation also examines …
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The effects of price and brand on consumers' perceptions of service quality, service value and behavioral intentions: Pre-purchase versus post-purchase
… a conceptual model explaining the effects of perceived price and perceived brand on consumers' pre-purchase service expectations. This research also addresses the extent consumers' perceptions of value mediate the relationship between consumers' perceived service quality (i.e., pre-purchase …
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Customer satisfaction amongst black customers in the fast food restaurant industry
… responsiveness, assurance, and empathy) of service quality contained in the DINESERV Instrument (Stevens, Knuston, and Patton, 1995), in a fast food restaurant and explore the differences in perceived service quality for customers. The study focused on black consumers as they are the …
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EXPLORING SERVICE QUALITY IN THE ISLAMIC BANKING INDUSTRY IN KUWAIT: ANALYSIS OF CUSTOMER PERCEPTIONS
Service quality management is an important organizational factor, through which organizations differentiate themselves, compete, and take the lead in the marketplace. It is even more challenging for banks and financial services which, by and large, offer products and services that are difficult for …
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Examining the Impact of Customer Digital Literacy and Artificial Intelligence Literacy on the Adoption of AI-Enabled Mobile Banking Services
… personalised, and automated financial services. While countries such as the United States of America (USA), China, Singapore, Canada, and the United Kingdom have advanced Artificial Intelligence-enabled mobile banking (AIMB) ecosystems, New Zealand remains at an early stage of adoption. …
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Factors influencing customers' satisfaction in tourist hotels in Tanzania
… is significant relationship between the level of perceived service quality and customer satisfaction in tourist hotels, to assess the extent to which perceived price influence customer satisfaction in tourist hotels and to evaluate whether the hotel location has significant influence on customer …
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The relationship between employee turnover and customer service quality in casino restaurants
… the relationship between employee turnover and perceived service quality in casino restaurants. The restaurants were buffets, steakhouses, and coffee shops in casinos in three geographic locations. The study uses both cross-sectional and time-series data in a linkage model. It then analyzes the …
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The Rise of For-Profit Education Alternatives in Central Texas: A Comparative Study of Satisfaction Between Competing Programs Using the Student Satisfaction Inventory<sup>TM</sup>
… are adopting businesslike approaches and quality measures to retain students. Measuring student satisfaction is one method for determining service quality, and can provide valuable insight into the students' expectations and perceived service quality. The recent introduction of an FPEI's …
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Achieving excellence in services: an empirical study in the UAE banking sector.
Banking services are perhaps the largest industry that caters to -the needs of various segments of the population reflecting the diverse Diasporas of the society. Moreover, perceived service quality tends to play a significant role in high involvement (high interaction between customers and service …
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Co-Creation of Value-in-Use through Co-Productive Business Processes: An Empirical Case Study based on the Hybrid Offerings of the German Opticians Trades.
… and to map customer satisfaction factors onto service process stages to understand how quality attributes shape value-in-use. The research is founded on the Servicedominant Logic and augmented by a Consolidated Quality Framework. It explores the manner in which tangible and intangible …
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Examining Perceptions of Service Quality of Student Services and Satisfaction Among International Students at Universities in Indiana and Michigan
… abroad, especially in the U.S. Providing quality services to these international students might help institutions attract and retain more of them. Unfortunately, little empirical research has been done on international students’ perceptions of service quality, especially of non-academic …
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The impact of leisure-sport facility design on customer satisfaction
… behavior textbooks often mention the effects of servicescape atmospherics, physical design and decor elements on facility users. Service managers also recognize it as being an important aspect of their businesses. Yet, in marketing, there is surprisingly little research that is based on …
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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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An empirical evaluation of m-health service users’ behaviours: A case of Bangladesh
Mobile health (m-health) services are revolutionising healthcare in the developing world by improving accessibility, affordability, and availability. Although these services are revolutionising healthcare in various ways, there are growing concerns regarding users' service quality perceptions and …
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