this study examines the impact of service quality on customer satisfaction and loyalty in indian banking sector by applying servperf scale. a total of 50 customers of state bank of india, mohan nagar township branch of salem district in tamilnadu were interviewed on convenient basis for the above purpose.  tools like exploratory factor analysis. inter-correlation, analysis of variance, multiple...

in developed countries, improvement has been made in service providing industries along with the improvements made in quality assurance and management skills and systems in the domain of manufacturing industries. unfortunately, in developing countries, primary needs have led these countries to focus their attention illogically and solely on production and they disregard the quality of services....

in the current competitive market, ‘service quality’ management is the key to survival and success of businesses. there exists a variety of definitions of the term ‘service quality’ in the literature and referring to the existing definitions, a variety of scales have been developed for measuring service quality. amongst the others, ‘servqual’ is the popular service quality measurement scales (s...

the united states president’s emergency plan for aids relief (pepfar) emphasizes health systems strengthening as a cornerstone of programmatic success. health systems strengthening, among other things, includes effective capacity building for clinical care, administrative management and public health practice. avante zambéziais a district-level in-service training program for administrative sta...

nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. this has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ prosocial behaviors in service delivery process. reasonably, one of the best strategies to encourage customers toward these behaviors is s...

the type of the applications for which internet is being used has changed over the years. multimedia applications, real-time applications and game playing require quality of service. ieee has proposed ieee 802.11e, a quality of service extension to the wireless lan standard ieee 802.11. in this paper service differentiation ability of 802.11e is evaluated. identical traffic is considered for al...

3G opens up doors for high-speed transfer of both voice and data. However, the actual adoption rate of 3G has remained below expectations. Thus, it is important to understand the interplay of actors involved in the adoption process of this technology. Prior research suggests that external variables like convenience, self efficacy, service quality and variety of service, perceived value and pric...

In the current competitive market, ‘service quality’ management is the key to survival and success of businesses. There exists a variety of definitions of the term ‘service quality’ in the literature and referring to the existing definitions, a variety of scales have been developed for measuring service quality. Amongst the others, ‘SERVQUAL’ is the popular service quality measurement scales (S...