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Article
Publication date: 12 April 2011

Riadh Ladhari, Ines Ladhari and Miguel Morales

The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make…

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6218

Abstract

Purpose

The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty.

Design/methodology/approach

Data were collected using self‐administered questionnaires from two convenience samples of bank customers (250 in Canada and 222 in Tunisia). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using confirmatory factor analysis, ANOVA and linear regression.

Findings

Respondents in both countries reported high levels of perceived service quality in banks. However, Canadians reported higher perceived service quality than Tunisians for all five SERVQUAL dimensions, and for 21 of the 22 individual items. In the Canadian sample, empathy and reliability were found to be the most important predictors of satisfaction and loyalty, while in the Tunisian sample, reliability and responsiveness were the most important predictors of satisfaction and loyalty.

Practical implications

Canadian bank managers should recognize the importance of “empathy” in service delivery by implementing appropriate customer‐oriented strategies. Tunisian bank managers should focus on performing promised services dependably and accurately.

Originality/value

Despite the large number of studies on individual countries, few studies compare bank service quality among different countries. The present study compares perceptions of bank service quality between consumers in two countries – Canada and Tunisia – that have different economic and cultural environments.

Details

International Journal of Bank Marketing, vol. 29 no. 3
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 10 October 2021

Mohamed Dhia Massoudi, Mohamed Bechir Ben Hamida, Mohammed A. Almeshaal, Yahya Ali Rothan and Khalil Hajlaoui

The purpose of this paper is to examine numerically the magnetohydrodynamic (MHD) free convection and thermal radiation heat transfer of single walled carbon…

Abstract

Purpose

The purpose of this paper is to examine numerically the magnetohydrodynamic (MHD) free convection and thermal radiation heat transfer of single walled carbon nanotubes-water nanofluid within T-inverted shaped corrugated cavity comprising porous media including uniform heat source/sink for solar energy power plants applications.

Design/methodology/approach

The two-dimensional numerical simulation is performed by drawing on Comsol Multiphysics program, based on the finite element process.

Findings

The important results obtained show that increasing numbers of Rayleigh and Darcy and the parameter of radiation enhance the flow of convection heat. Furthermore, by increasing the corrugation height, the convection flow increases, but it decreases with the multiplication of the corrugation height. The use of a flat cavity provides better output than a corrugated cavity.

Originality/value

The role of surface corrugation parameters on the efficiency of free convection and heat transfer of thermal radiation within the porous media containing the T-inverted corrugated cavity including uniform heat source/sink under the impact of Lorentz forces has never been explored. A contrast is also established between a flat cavity and a corrugated one.

Details

International Journal of Numerical Methods for Heat & Fluid Flow, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0961-5539

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Article
Publication date: 5 May 2015

Durdana Ozretic-Dosen and Ines Zizak

The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student…

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1477

Abstract

Purpose

The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student population. The goals were: to highlight the importance of student population as in the long run profitable market for personal banking services, to determine whether there are significant differences between student perceptions of and expectations from the quality of banking services as well as which dimensions students find to be the most significant and which the least significant in assessing the quality of banking services.

Design/methodology/approach

A summary of the theoretical framework is followed by the results of a research using the SERVQUAL instrument.

Findings

Despite a steady increase in the number of students over the past few years, bank managers have not yet realized their full potential. The results point to a gap in the quality of the banking services on all five dimensions of the SERVQUAL model. It is necessary to improve the banking service on all dimensions, and particularly with regard to “reliability,” “assurance” and “responsiveness,” in which the gap was observed to be the largest.

Research limitations/implications

The research used a convenient sample. Therefore, it is impossible to generalize research findings based on the data processed, but only point to their being indicative.

Practical implications

Banks should by no means neglect the student population that possesses information knowledge, essential for the use of modern banking services. Bank managers should pay more attention to the needs of this growing segment of potential highly profitable customers.

Originality/value

The necessity to provide a more flexible response to the needs and requirements of students as a target market segment is discussed, along with potential importance of this segment for banks’ future business operations.

Details

EuroMed Journal of Business, vol. 10 no. 1
Type: Research Article
ISSN: 1450-2194

Keywords

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Article
Publication date: 10 August 2015

José Luis Sánchez-Ollero, Alejandro García-Pozo and Macarena Marchante-Lara

– The purpose of this study was to evaluate the impact of quality certifications on apparent labour productivity in a sample of hotels in Spain.

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1403

Abstract

Purpose

The purpose of this study was to evaluate the impact of quality certifications on apparent labour productivity in a sample of hotels in Spain.

Design/methodology/approach

In line with Mairesse and Kremp (1993), the theoretical model was based on a Cobb–Douglas production function readapted to the goals of the study.

Findings

The descriptive results show that labour productivity increases only when certifications and quality standards specific to the hospitality industry are implemented and the tourist destination is committed to quality. The econometric analysis shows that the hotel category, belonging to a chain, and outsourcing services have a positive impact on labour productivity. In contrast, the location of the establishment in areas other than the coast or the capital city of a province has a negative effect on labour productivity. Of the quality models and certifications studied, only the Spanish Q-Mark certificate significantly improves hotel productivity (an average increase of 23.27 per cent).

Practical implications

These results provide support for the Spanish Tourism Quality System implemented by the Spanish Ministry of Tourism, which has not only attempted to increase the quality of tourism hotels by increasing their competitiveness and performance but also by providing them with a quality certificate that can be used as a marketing strategy in international markets.

Originality/value

The main contribution of this study is to show how the adoption of quality standards and certifications increases or decreases labour productivity in hotels. Given that most of the previous literature has only taken into account quantities, this study adds to the literature by incorporating the concept of quality into productivity issues.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 6
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 9 August 2021

Tomás F. Espino-Rodríguez and Manuel Rodríguez-Díaz

This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews.

Abstract

Purpose

This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews.

Design/methodology/approach

Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality.

Findings

The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department.

Originality/value

To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.

外包活动对服务质量认知的影响:基于酒店顾客在线评论的实证研究研究目的

通过分析在线顾客评论, 本研究旨在探索外包酒店部门活动对顾客服务质量的认知影响。

研究设计/方法/途径

为探知外包酒店活动和服务质量之间的关系, 本研究借用了三个重要的旅游在线评论网站建立了三个模型。

研究结果

研究结果表明再三项数据库中, 酒店外包对酒店的在线名声有负面影响。高程度的外包降低顾客对服务质量的评价, 推介率, 以及顾客对酒店的感知价值。此外, 本研究为酒店各项部门都建立了对应的不同模型。

研究原创性/价值

本论文作为对酒店外包活动对顾客在线评论影响的首次实证研究。本研究也是首次探讨外包和顾客评分作为一项绩效指标的研究。

Details

Journal of Hospitality and Tourism Technology, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 1 February 2013

Llorenç Bagur‐Femenias, Josep Llach and María del Mar Alonso‐Almeida

The purpose of this study is to explore the impact of the decision to adopt environmental practices in small service companies given that most of the studies on…

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1653

Abstract

Purpose

The purpose of this study is to explore the impact of the decision to adopt environmental practices in small service companies given that most of the studies on environmental practices focus on the industrial sector and on larger companies.

Design/methodology/approach

This work is based on 448 personal surveys involving the managers of small travel agencies, using structural equation modeling to study the links between the dimensions studied.

Findings

The results of this paper suggest that being proactive on environmental issues can bring small service companies a great number of benefits that improve their competitiveness and firm performance.

Originality/value

To the best of the authors' knowledge, this is the first study to explore the impact of the adoption of environmental practices on a single service industry. It therefore provides useful empirical evidence for managerial practice in the industry concerned.

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