customers extend robust trust to a business when they believe the business puts their interests first. good experience of banking services and recommendations of other customers can increase trust. loyalty and word of mouth (wom) is accepted as key factors successes of marketing. this paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement ...

Objective: this study was to evaluate the impact of a quality improvement initiative in Malawi on reproductive health service quality and related outcomes. Design: (1) post-only quasi-experimental design comparing observed service quality at intervention and comparison health facilities, and (2) a time-series analysis of service statistics. Setting: sixteen of Malawi’s 23 district hospitals, ha...

Growth and importance of services are a natural response to wider forces that are creating change in our society. The paradigm shift we have been facing could be described as service revolution. With this paradigm shift, service quality is becoming a critical long-term competitive advantage which companies can obtain with logical and systematic use of statistical methods in continuous quality i...

OBJECTIVE this study was to evaluate the impact of a quality improvement initiative in Malawi on reproductive health service quality and related outcomes. DESIGN (1) post-only quasi-experimental design comparing observed service quality at intervention and comparison health facilities, and (2) a time-series analysis of service statistics. SETTING sixteen of Malawi's 23 district hospitals, h...

As enterprise systems (ES) becomes increasingly pervasive and commoditized in organizations, its service value emerges as a critical issue. Drawing on the customer value theory, this paper studies the relationship between user participation and service value of enterprise systems in the stage of enterprise system improvement. A survey of 220 employees in a large-scale industrial enterprise was ...

Based on SERVAUALmodel, this paper brings in the entropy method to rank quality improvement (QI) priority for service attributes, and a service quality evaluation(SQE) model integrating competitive analyses has been structured to evaluate the mobile communication service quality (SQ) for Wuhan Branch of China Telecom(WBCT). The research shows that the QI priority of 22 service attributes has ch...

Measurement and improvement of e-service quality is important for sustaining competitive advantage of an e-commerce web site. A number of e-service quality measures have recently been developed that predominantly rely on the subjective evaluation of diverse quality attributes. To increase the objectivity of e-service quality measurement a recently developed measure of e-service quality has been...