Measuring Service Quality in the Tourism Industry with Special Reference to Uttar Pradesh (India)

Abstract The present work aims to develop a scale for measuring Service Quality in the Tourism Industry with special reference to Uttar Pradesh with an aim to find out the dimensions of service quality. The study is based on primary data using a sample of 250 respondents (out of which 238 responses were fit to Read More …

Service Quality in Higher Education: A Comparative Study of Management and Education Institutions

Abstract Liberalization of the higher education sector has increased the access of students to institutions of higher learning; students of today are far more informed and have more choices in terms of institutions to pursue their higher studies. In the age of competition, the institutions of higher learning need to understand the customers’ (students’) perceptions Read More …

Customer Loyalty Attributes: A Perspective

Abstract Many academicians have accepted the significance of loyalty in service industries (Bloemer et al., 1999; Caruana, 2002; Asuncion et al., 2004) and its potential impact on the development of sustainable competitive edge (Keaveney, 1995; Gremler and Brown, 1996) for the service firms. This may be attributed to the unique nature of services, increased dependency Read More …