Essays about: "SERVPERF"

Found 5 essays containing the word SERVPERF.

  1. 1. Service Quality in Accounting Firms: its Effect on Client Satisfaction and Loyalty : A quantitative study based on the Swedish listed companies

    University essay from Karlstads universitet/Handelshögskolan (from 2013)

    Author : Mohammed Ahmed; [2018]
    Keywords : Quality of service; SERVQUAL; SERVPERF; customer loyalty; customer satisfaction; Accounting firms; Nasdaq Stockholm OMX.;

    Abstract : Abstract Background: The quality of service is considered as an essential component in any service industry. It has been evolved in service marketing and has often been used in other research fields and sectors. READ MORE

  3. 2. The Impact of internet banking service quality on customer satisfaction in the banking sector of Ghana

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : Richard Selassie Bebli; [2012]
    Keywords : Service quality and customer satisfaction.;

    Abstract : The development of information and communication technology (ICT) in Sub-Saharan Africa over the last two decades is drastically altering the way business is done in Sub-Saharan Africa in general and Ghana in particular. The banking sector is no exception to this revolution. READ MORE

  4. 3. Customer Satisfaction within Live Performing Arts: The Case of Programbolaget i Jönköping

    University essay from IHH, Företagsekonomi

    Author : Aliaksandra Ramanava; Maria Franziska Scholl; [2012]
    Keywords : Non-profit cultural institution; live performing arts; services marketing mix; service quality; SERVPERF; customer satisfaction; customer expectation;

    Abstract : Live performing arts are one of the most important heritages, defining the cultural identity of a society. Since live performing arts are cultural services, the process of experiencing them is pivotal in forming satisfaction on the customer side. READ MORE

  5. 4. The Role Of Service Quality In Shaping Consumer Behaviour And It's Impact On Customer Base On Businesses

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : Lebo Emori; Seth Ackah; [2010]
    Keywords : service; quality; service quality; customer; customer service; banking; SERVQUAL; SERVPERF;

    Abstract : This study aims to investigate the effect of service quality in shaping consumer behavior and the impact on the customer base of businesses from the perspective of retail banking customers in the United Kingdom. The study draws on customer behavior and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al. READ MORE

  6. 5. What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : Daniel Nukpezah; Cephas Nyumuyo; [2009]
    Keywords : Service quality; customer satisfaction; competitive pricing price satisfaction ; customer loyalty; brand image and reputation; customer switching; profitability; market share; SERVPERF; SERVQUAL;

    Abstract : Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. READ MORE