Browsing by Subject "SERVPERF"
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ItemThe influence of service quality on overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Banking in BangkokThe main objective of this paper is to identify the critical service quality dimensions that influence overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Bangking in Bangkok. SERVPERF measurement was applied to measure service quality of Retail Bangking. 400 questionnaires were employed to collect data in front of five banks and a quota sampling method was used to ensure that representatives of each bank were proportionate based on the number of bank branches in Bangkok. Regression analysis was applied to test the hypotheses for this study. The results indicated that all five-service quality dimensions; tangible, reliability, responsiveness, assurance and empathy positively influence overall customer satisfaction and there was a positive influence of overall customer satisfaction on customer loyalty in Retail Bangking. Implications for practice are also presented and limitations of research and recommendations for further research are also discussed in this study.
ItemThe influence of service and food quality and perceived value on customer satisfaction of Thai Casual Dining Restaurants in The United Arab EmiratesAn online survey was conducted at Thai Casual Dining Restaurants located in the Emirate of Abu Dhabi to investigate the influence of service quality, food quality, and perceived value, on customer satisfaction. Convenience and snowball sampling techniques were used to gather data from non-Thai members of the population, with a total of 391 responses being deemed complete and usable for analysis. The adjusted SERVPERF with a “recoverability” dimension was selected as the scale for measuring service quality. Applying the SPSS program, Multiple Linear Regression analysis was used to identify the influence of service quality and its various dimensions on customer satisfaction. The findings reaffirmed the results from previous research which suggested that recovery was one of the most influential factors among the various service quality dimensions with the highest standardized coefficient value, showing a significant influence on customer satisfaction (ß = 0.182, p < 0.05). Additionally, food quality and perceived value showed a significant influence on customer satisfaction (p < 0.05). These findings contribute to the pool of knowledge for future research, while the results from this study are expected to provide guidelines for restaurant operators in the UAE’s highly competitive market.