Browsing Ciències Econòmiques i Socials by Author "Petnji Yaya, Luc Honore"
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Analysis of training programs related to Quality Management System: the Spanish case
Petnji Yaya, Luc Honore; Marimon, Frederic; Llach, Josep; Bernardo, Merce; Casadesus, Marti (International Journal of Quality & Reliability Management, 2017)The purpose of this paper is to identifying, discussing and analyzing the existing education and training programs related to quality management system (QMS) in Spain. Exhaustive search of the education ... -
Assessing e-service quality: the current state of E-S-QUAL
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesus, Marti (Total Quality Management & Business Excellence, 2012)Purpose: this study seeks to holistically undertake a comprehensive review of the current state of the E-S-QUAL scale including methodology used, suggestions, and limitations associated with the adoption ... -
Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain
Marimon, Frederic; Petnji Yaya, Luc Honore; Casadesus, Marti (Total Quality Management & Business Excellence, 2012-01-18)The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the ... -
Impact of service recovery on customer loyalty: a study of e-banking in Spain
Marimon, Frederic; Petnji Yaya, Luc Honore; Casadesus, Marti (Review of International Comparative Management, 2011-03)The purposes of this study are twofold: (i) to propose and apply a scale to measure service recovery in the electronic banking (e-banking) sector; and (ii) to examine the relationship between service ... -
Investigating discrepancies between e-services implementing or not ISO 9001: customers' outlook in the backdrop of e-services in Catalonia (Spain)
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesus, Marti (International Journal for Quality research, 2011)This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service ... -
Service quality assessment of public transport and the implication role of demographic characteristics
Petnji Yaya, Luc Honore; Frigola Fortia, Mireia; SAURINA CANALS, CARME; Marimon, Frederic (Public Transport, 2015-12)This paper first proposes scales to evaluate customers’ perceived service quality in public transport then identify the demographic characteristics factors that may influence customer perceived service ... -
The contest determinant of delight and disappointment: a case study of online banking
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesus, Marti (Total Quality Management & Business Excellence, 2013-05-07)Purpose: This study considers perceived online service quality and online service recovery as antecedents to online satisfaction for the purposes of investigating which factor has the most significant ... -
UK and Spanish banks performances before, during and after the financial crisis: consumer behavior and attitudes to personal risk
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesus, Marti (Journal of Applied Economics and Business, 2014-12)This paper analyzes and compares the UK and Spanish banks performances before, during and after the financial crisis with a focus on the trend of ATMs, payment cards and accepted devices, ROA and ROE. ...