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The current literatures seldom talk about the multilevel impact of transformational leadership (TFL) on employee service quality and the influence of mediation mechanism between transformational leadership and employee service quality. This study aims to discuss the impact of transformational leadership on employee service quality in terms of individual perspective and branch perspective respectively...
Facing the increasingly fierce competition in the financial industry, service quality is attended more and more. How to improve service quality by themselves, increasing customer satisfaction? They become a key for financial institutions to occupy new market and mining more customers. Through study each field about service quality and customer satisfaction of the domestic and overseas scholars, also...
The purpose of this paper is to develop a measurement model to measure student perceptions of service quality among skills training institutes in Malaysia. The data used in this study were derived from a questionnaire survey conducted among students of seven skills training institutes. A total of 419 usable responses was received. The measurement model was analyzed using confirmatory factor analysis...
Based on rich literatures, this paper develops and tests an integrative model to examine the relationships between service quality, satisfaction, and trust of rural tourists and to investigate impacts of them on loyalty. The model is tested using surveyed data from 320 rural tourists. The findings reveal that service quality has an indirect influence on loyalty mediating by satisfaction and trust,...
China is a late starter in tourism. The government adopted “open door policy” in the late 1970s and began welcoming international visitors. The world has witnessed a boom in tourism in China over the ensuing three decades. Along with the increase of visitors, the Chinese hotel industry developed with high speed to meet these demands. The Chinese hotel industry developed fast. However, from 1994 to...
This study scrutinizes service quality in academic libraries in the Northern Region of Malaysia. By studying their implementation of quality service, it is hoped that this paper may give a useful insight to the academic libraries and other related bodies on the extent of the quality service provided to the users. It could also be useful as a guideline to develop an appropriate model of quality service...
As it continues to develop, both socially and economically, Taiwan's industrial structure is evolving from “Made in Taiwan” into “Served by Taiwan.” Furthermore, the rapid growth of communication technology has made entrepreneurs confronted and immersed by much more tremendous amount of information than before. Thus, it can be perceived that assisting enterprises to acquire significant external knowledge...
This paper developed and tested an integrative model to examine the relationships between customer perceptions of fairness, quality, value, and satisfaction and to investigate the impacts of them on customer loyalty (i.e., revisit, word-of-mouth referrals, and alternative destinations). The model was tested using surveyed data from 320 rural tourists. The results revealed that service fairness did...
Users always expect to acquire high quality services from online banking. Previous studies have found that website system quality is a main factor determining online users' initial adoption and usage. For their continuance usage, service quality may be a main determinant. This research proposes that online banking service quality, reputation and security influence users' continuance usage through...
The products of higher education provided to the customers by colleges and universities are service. Service attribute is the basic characteristic of higher education. Whether customer is satisfied is very important to the future of college. The model of service customer satisfaction in higher education is established to explore the relationship of service quality, image of colleges and universities,...
With the increasing popularity of online shopping, e-commerce is becoming more and more important for enterprises to obtain superior performance. The purpose of this study is to identify some key determinants impacting customer purchase intention in e-commerce context. Building on the relevant literature, this article proposed e-commerce serive quality (ESQ) as a primary construct to predict purchase...
Service quality has been a construct of interest in strategic management and marketing research for many years. Nevertheless, the phenomenon of e-commerce service has only been recently introduced. The purpose of this paper is to develop an instrument for measuring service quality in an e-commerce context. In the current study, e-commerce service quality (ESQ) was conceptualized as a multi-dimensional...
Teaching-Aided Website (TAW) is a complex social technical system. As a result, the evaluation on TAW's service quality (SQ) is a complicated social process. The paper analyzes the characteristics of college TAW. Then it designs the evaluation index system and approach for measuring the Website's SQ. AT last, it gives the process and result of the case study on a college TAW. The data indicate that...
This paper focuses on reducing consumers' perceived risk through Website service quality cues in C2C e-commerce trading. It reveals a negative correlation between consumers' perceived risk and Website service quality in C2C E-commerce trading, and explores the internal composition of this relationship. Functional, physical, service, and psychological risks are found to be negatively affected mainly...
This paper addresses why users accept the e-commerce website and how user's two important beliefs PU and PEOU are affected by the Website quality. In this study, we also introduce perceived playfulness as a new factor that reflects the user's intrinsic belief in user acceptance of e-commerce Website. A survey of 356 users was conducted to test our model. Information quality of e-commerce website is...
Based on structural equation modeling (SEM), theory of five dimensions of service quality is proved to be suitable in sportswear retailing in China. It analyzes the relationship among five dimensions and puts them in order of importance as to service quality in sportswear retailing. Service quality, customer satisfaction and customer value which are main factors affecting customer loyalty were selected...
Based on extensive literature review and qualitative research, we propose the multidimensional and hierarchical model to measure the quality of mobile securities service. In the empirical study, the sample which contains 217 valid respondents is selected from China Mobile and China Unicom. Through three stages validating, all three levels of proposed hierarchical structure are very strongly supported...
Based on Structural Equation Modelling (SEM), service quality, customer satisfaction and customer value which are main factors affecting customer loyalty were selected to build a model of service quality affecting customer loyalty and eight hypothesis were put forward in this paper. Demonstration research was given to check the model and hypothesis. The result showed that service quality is the key...
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