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Fulfilment of expectations mediating quality and satisfaction: the case of hospital service
(Taylor & Francis, 2017-11-15)
Many attempts have been conducted during the last decades to define a quality measurement scale in the health sector; however, there is not yet a complete agreement on which dimensions impact satisfaction. ...
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 ...
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 ...