A Dyadic Perspective of Service Quality

ISBN-13: 9786202023801 / Angielski / Miękka / 2017 / 56 str.

Qaisar Iqbal; Siti Hasnah Hassan; Basheer Ahmad

Opis

This book has explored the importance of five dimensions of service quality across developed country-united kingdom and developing country -Pakistan.This comparative study has target public health care units in the UK and private hospitals of Pakistan.There is empirical evidence about varying substantial values of these dimensions across each country.It is concluded that in both sectors, a performance of hospitals is lowest in responsiveness dimension of service quality. There is the highest level of assurance among public hospitals of United Kingdom but in Pakistani private hospitals, empathy dimension is on the higher side as compared to other four dimensions. Overall service quality in public hospitals of UK is better than those in private hospitals of Pakistan. This book also demonstrates empirical evidence about moderating role of Manager based on the gender discrimination enhancing customer's loyalty through service quality in the banking sector of Pakistan.This study suggests that Gender moderates the association between service quality and customer's loyalty.

O autorze

Mr. Qaisar Iqbal is currently pursuing his PhD degree (Organizational Behavior) at School of Management, University of Science Malaysia.He has published many research papers in national and international journals exploring organizational commitment, job embeddedness, service quality, workplace spirituality, job-family preference attribute.