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The purpose of this paper is to examine the mediating role of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty in the context of e-government services.

The data were collected via an online questionnaire of Jordanian citizens. The structural equation model based on partial least squares was used to test hypotheses.

The findings showed that e-service quality has a positive and significant effect on e-loyalty. E-service quality has a positive and significant effect on both e-trust and e-satisfaction. E-trust and e-satisfaction have a positive and significant effect on e-loyalty. E-trust has a positive effect on e-satisfaction. Finally, regarding the mediating effect of e-trust and e-satisfaction, e-trust and e-satisfaction partially mediate the relationship between e-service quality and e-loyalty in the context of e-government services, and hence all hypotheses were accepted.

The results of this research aid governmental policymakers in implementing information and communication technology strategies that streamline citizens’ transactions and promote their active engagement in e-government initiatives. Additionally, the government has suggested improving awareness campaigns and providing training for employees to enhance the quality of e-services provided to citizens.

The purpose of this paper is to investigate which dimension of salespersons' service quality is of most importance for customer loyalty in a fashion chain stores setting. It also aims to assess the effects of two retail environmental factors (price level and customers' demographic variables) on the customer loyalty of salespersons service quality.

The study uses the SERVQUAL service quality instrument with modification in measuring the salespersons' service quality in the Hong Kong fashion retail environment. In order to measure customer loyalty in fashion chain stores, multi‐item measures were used to collect data on repatronage intentions, word‐of‐mouth intentions, and satisfaction. A total of 232 surveys were administrated to shoppers who were leaving a fashion chain store in Hong Kong.

The results showed that the empathy dimension of salesperson service quality is the most important for customer loyalty in Hong Kong's fashion chain stores but the empathy dimension of salespersons' service quality in fashion retail stores could not be affected by these two retail environmental factors. Furthermore, the salespersons' service quality in the reliability dimension is significantly impacted by the customers' demographic characteristics, but not by price level set by fashion chain stores.

The study was carried out in four popular retail districts of Hong Kong and the results obtained may not be generalized to the country as a whole. The findings that are relevant in a fashion retail setting may not applicable in other retail environments.

The findings can direct fashion retailers to improve the specific service dimensions and work to provide customers with more value through services which will consequently improve internal and external standards of quality and performances in fashion retail settings, thus bringing about repeat customers and increased profitability.

Generally, the article provides a fundament beyond the state‐of‐the‐art construct of service quality. In particular, the content is dedicated to the construct of interactive service quality in service encounters. Interactive service quality in a service encounter requires the simultaneous consideration of the service provider’s and service receiver’s perspectives. Furthermore, it also demands the consideration of both the service provider’s and the service receiver’s expectations and perceptions in a service encounter. The theoretical contribution is a generic conceptual framework of interactive service quality in service encounters consisting of the service continuum, the service cycle, and an interactivity model. The managerial contribution is a model of the invisibility dilemma of a service offer, the features of interactive service quality and an application model of interactive service quality in service encounters. Suggestions for further research are also proposed.

Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the service provider's perspective and the service receiver's perspective. In addition, there have also been some triadic network approaches to the study of service quality. However, there has been very little research into sequential service quality in service‐encounter chains (that is, consecutive service performances in a series of service encounters). The incorporation of connected service encounters in services management can improve understanding of sequential service quality in service‐encounter chains. This paper provides a customized construct of sequential service quality and highlights the importance of time, context, and performance threshold in service‐encounter chains. Furthermore, the paper presents a generic five‐phase performance process, and a customized six‐dimensional construct of sequential service quality.

Addresses two shortcomings of service quality empirical research. Investigates the importance of service quality as a predictor of actual choice behaviour and examines the importance of process and outcome quality attributes as predictors of choice. Uses regression analysis to investigate the importance of service quality attributes on choice. Suggests that consumers utilise multiple process and outcome quality attributes in their choices.

Researchers have widely explored and associated corporate social responsibility with firm success. Measuring the relationship between corporate social responsibility (CSR), service quality, corporate reputation, and brand preference by drawing on the stakeholder theory in healthcare industry and developing countries remains a substantial research gap.

Based on quantitative research and convenience sampling, data for the study were collected from 320 patients who have undergone treatments in 5 different private hospitals in Tehran, Iran. We analyzed the data using the Smart PLS 3.0 structural equation modeling technique.

The survey revealed that service quality and CSR are positively linked with corporate reputation, leading to brand preference in the healthcare sector. In addition, the mediating role of brand reputation in the relationship between corporate social responsibility, service quality and brand preference were confirmed.

The survey was performed in the context of the healthcare industry; however, additional studies are necessary to extrapolate the results to other fields, such as education and food. This research helps guide policymakers, administrators, healthcare managers, and researchers by highlighting the contribution and role of service quality, corporate social responsibility, and corporate reputation in achieving a hospital’s performance.

To the best of the authors’ knowledge, this study also extends research in the diverse literature by examining the relationship between CSR, service quality, corporate reputation, and brand preference by illustrating the stakeholder theory in the context of the healthcare sector.

The purpose of this paper is to unravel the specific service quality dimensions that significantly influence startup survival, providing actionable insights for service managers and entrepreneurs.

Empirical data were collected from 372 service startups over a period of seven years. The Cox proportional hazard model was used to analyze the data.

The results indicate that the tangible dimension of service quality emerges as the most critical determinant of startup survival. Additionally, the reliability and responsiveness of the service also significantly affect startup survival. Furthermore, the assurance and empathy dimensions have a positive, albeit modest, influence on the survival prospects of service startups.

This study contributes to the service literature by investigating the relative importance of each dimension of service quality in relation to the survival of service startups.

The empirical findings empower service startups to make informed decisions, allocate resources judiciously and prioritize aspects of service quality that have a significant impact on their survival and success.

The social implications indicate the significance of service quality dimensions not only for the success of service startups but also for the overall well-being of customers, local economies and the competitive landscape of the service sector.

This study contributes to service science by uniquely highlighting the critical role of tangibles in startup survival, challenging conventional beliefs about the primacy of service reliability.

The purpose of this paper is to develop a framework for the assessment of service quality of bus fleet services based on the service quality influencing factors. The paper also tries to evolve a quantitative measure for fleet service quality in the form of a fleet service quality index.

A graph theoretical approach is employed in this paper for bus fleet service quality assessment. Modelling of fleet service quality factors and their interrelations with due attention towards their structure is achieved through graph theory. A directed graph (digraph) of the service quality is developed, where its nodes represent factors influencing the quality while its edges show the degree of interrelationships. A matrix, which is equivalent to the digraph, is established that will generate a service quality function that will result in the development of a fleet service quality index (FSQI).

Attaining customer satisfaction through assurance of quality is the cornerstone of the existence and survival of any business organization, and bus fleet services are no exception to this. Several influential factors are there for the bus fleet service quality. This research paper has identified factors such as fleet management practices, operational characteristics, safety and reliability features, travel comfort, bus maintenance and environmental concerns that affect fleet service quality. Every factor is composed of distinct sub-factors. Furthermore, these factors are linked with one another. A higher value of the fleet service quality index indicates the adequate performance of the bus fleet service organization.

The methodology is useful for not only evaluating but also for comparison of service quality of different fleet agencies or organizations. The perceptions would be useful to the fleet service managers to create procedures and arrangements for improving the service quality.

The paper identifies various service quality factors of the bus fleet and an evaluation scheme for those factors has been developed. Based on these, a framework had been developed for the assessment of the service quality of different fleet service providers.

This paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service quality and propose relevant strategies in sustaining the digital government service quality whilst enhancing the psychological well-being of the service providers.

This paper utilises a triangulation design approach to interpret the findings of the study and propose pertinent strategies. Firstly, we examined the mediating role of occupational stress in addressing the link between OI traits, and digital government service quality. Next, we examined the priority factors of OI traits and occupational stress to sustain the quality of digital government services via the Importance-Performance Map Analysis (IPMA). These findings were cross-examined with the code’s percentage generated from participants’ open-ended survey feedback on aspects that requires improvement in sustaining service quality.

In principle, occupational stress mediates the relationship between OI traits at the third-order component level and digital service quality. Analysis at the lower component level shows that the mediation effect of occupational stress is only significant in the presence of employee-oriented OI traits and “Alignment and Congruence”. Accordingly, the IPMA exhibited the importance of “Job engagement”, “Alignment and Congruence” and “Occupational Stress” in sustaining service quality. Conversely, code’s percentage analysis demonstrated the role of other insignificant traits such as “Leadership” and Appetite for Change and Knowledge Deployment’ in ensuring the sustainability of digital service quality.

By integrating the Organisational Model of Stress with Public Service-Dominant Logic, this paper rejuvenates the stressors utilised in a traditional work setup and widens the perspective of individual job performance to organisational level performance, to reflect the context of today’s public service delivery. We triangulated the outcome from mediation analysis, IPMA as well as open-ended feedback analysis and propose prioritisation on the aspects of “Employee-oriented traits”, “Psychological Well-being”, “Alignment and Congruence”, “Leadership” and “Appetite for Change and Knowledge Deployment” aspects for sustaining digital government service quality. Considering the significance of occupational stress in sustaining service quality in both quantitative and qualitative analysis, this paper also takes the approach of proposing a stress intervention program at the individual and organisational levels to manage the psychological well-being of the service providers.

We respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty.

This research follows the Stimulus-Organism-Response theory to examine the antecedents and behavioural outcomes of customer experience quality during their journeys with video teller machine (VTM) services in the banking industry (also known as LiveBank or SmartBank). First, we conducted in-depth interviews with 34 bank customers to develop distinct measurement scales for customer experience quality and VTM service quality. A structural equation model linking six dimensions of VTM service quality, including tangibles, interaction quality, empathy, reliability, user’s friendliness and efficiency with the affective-sensory and intellectual values of customer experience quality and customer loyalty to VTM service is tested using data obtained from 405 individual customers.

The findings reveal that tangibles, interaction quality, reliability, user-friendliness and efficiency contribute to customer experience quality, which, in turn, drives customers’ intention to use VTM again. This research provides crucial theoretical background and practical implications to accelerate the penetration of VTM among bank customers and hence, foster financial inclusion among societies.

This paper presents the first research that empirically employs the value-based approach to measure customer experience quality in the banking service industry and examine its linkages to service quality and customer loyalty. Moreover, given the emergence of VTM, this is also among the pioneering studies which validate measurement scales for VTM service quality. This could be either reused or revisited for further research about VTM. Overall, our study contributes to the literature about customer retention in the banking service industry from not only the customers’ backwards-looking evaluations of service performance (i.e. service quality) but also their forward-looking evaluations (i.e. their own experience).