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Now showing items 11-20 of 20
Assessing learner satisfaction by simultaneously measuring learner attitude, motivation, loyalty, and service quality in English academies
(Taylor & Francis, 2015-09-30)
The aims of this study are threefold in their approach to English academy teaching: (i) to assess learner satisfaction, (ii) to assess the impact of satisfaction on loyalty and (iii) to assess the three ...
Investigating discrepancies between e-services implementing or not ISO 9001: customers' outlook in the backdrop of e-services in Catalonia (Spain)
(Universitat de Montenegro, 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 ...
Assessing e-service quality: the current state of E-S-QUAL
(Taylor & Francis, 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 ...
The contest determinant of delight and disappointment: a case study of online banking
(Taylor & Francis, 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 ...
La consultoría en España: ¿Consulta o inculcación de principios?
(Universia, 2006)
La norma ISO 9000:2000 sugiere ocho principios para la gestión de la calidad. El artículo analiza a través de un estudio empírico, de qué manera el trabajo del consultor especializado en implantar la ...
Impact of service recovery on customer loyalty: a study of e-banking in Spain
(The Bucharest University of Economic Studies, 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 ...
Reasons to adopt ISO 50001 energy management system
(MDPI, 2017-09-27)
The main aim of this paper is to analyze the relationships between the corporate motivations that lead organizations to establish the ISO 50001 Energy Management System (EnMS) standard, and the difficulties ...
UK and Spanish banks performances before, during and after the financial crisis: consumer behavior and attitudes to personal risk
(EDNOTERA, 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. ...
Impacto competitivo de las herramientas para la gestión de la calidad
(Elsevier, 2009-12)
En este artículo se evalúa el impacto de las herramientas para la gestión de la calidad en la competitividad de las organizaciones, tomándose como referencia dos modelos distintos de gestión de la ...
The impact of ISO 9001 standard and the EFQM model: The view of the assessors
(Taylor & Francis, 2011-02-19)
The aim of this article is to evaluate the impact of both the ISO 9000 standard and the EFQM self-evaluation model, the total quality management model most employed in Europe. In order to directly compare ...