Browsing by Subject SERVQUAL (Service quality framework)

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Issue DateTitleAuthor(s)
2000Assessment of the three-column format SERVQUAL : an experimental approachCaruana, Albert; Ewing, Michael T.; Ramaseshan, Balasubramanian
2016Attracting tourists from Finland : a focused study of the perceptions Finnish tourists have of the service and attractions of MaltaHuhanantti, Katja Helena
2023Beyond surveys : leveraging automated text analysis of travellers’ online reviews to enhance service quality and willingness to recommendRobertson, Jeandri; Vella, Joseph M.; Duncan, Sherese; Pitt, Christine; Pitt, Leyland; Caruana, Albert
1997A comparison of the users' opinions of the services provided by Zammit Clapp Hospital.Camilleri, Josef
2016Customer satisfaction of boutique accommodation in the Maltese marketMuscat, Danica
2021Digital banking in Northern India : the risks on customer satisfactionKaur, Baljinder; Sood, Kiran; Grima, Simon; Rupeika-Apoga, Ramona
2020eCRM for a telecoms service provider : study and proposalBorg, Stuart
1999Expectations about management consultancy services : testing the assumption of equivalence across Australian and Singaporean firmsCaruana, Albert; Ramaseshan, Balasubramanian; Ewing, Michael T.; Rouhani, Fariba
2020The gaps in the quality of hotel services in PolandMazurek-Kusiak, Anna; Sawicki, Boguslaw
2016The impact of the servicescape on customer perceptions of service quality in the hotel industrySant, Julia
2016Improving bank’s customer service on the basis of quality management toolsNovokreshchenova, Natalia A.; Novokreshchenova, O. A.; Terehin, S. E.
2016An investigation into the challenges of small businesses in the fine dining sectorSammut, Francesca
2016An investigation into the service operations strategy of an SME : a case studyMuscat, Elaine
2016Is there a link between service quality and corporate reputation in the real estate business in Malta? : a study of the real estate business and the perceptions of its customersPiscopo, Isabel
1996Patient expectations and perceptions of Malta's public and private hospital care service quality.Camilleri, David
2018Quality certification and customer satisfactionSutawidjaya, Ahmad Hidayat; Mochtar, I. L.; Nawangsari, Lenny Ch.
2017The relationship between investor appropriateness and service quality expectations in the local financial services sectorBugeja, Roderick
2019The relationship between service quality and customer satisfaction of airline passengers : an empirical study on Air Malta plc.Frendo, Yanica
2015The relationship between user generated content and perceptions of service quality and customer value : a studySchembri, Claire
2016A service quality analysis of English Foreign Language Russian students : a Malta case studyShakirova, Renata