The aim of this systematic review is to identify how customer experience in the service sector
has been measured in relevant publications in the marketing field. A sample of 33 papers …

Purpose This study aims to explore the extent to which internal marketing influences
employees' perceived ability to deliver service quality in the Islamic banking industry in …

Measuring customer satisfaction in service businesses is very important in terms of both
increasing service quality and meeting customer expectations. Up-to-date and …

This study explores how internal marketing influences employees' perceived ability to
deliver service quality in the conventional banking industry in Oman. The influence of …

Islamic financial institutions have traditionally been dominated by the banking sector. Non-
Bank Financial Institutions (NBFIs) actually offer options to meet the various financial needs …

Central bank communication has changed over the years, following the trend of
digitalization. It has been used as a tool for the implementation of monetary policies since …

Purpose Variations in customer expectations pose a challenge to service quality
improvement in the airline industry. Understanding airline customers' expectations and …

Purpose Marketing investigations on the concomitant variables of both service quality and
relationship marketing are very scarce. Hence, the purpose of this study is to examine the …

The entry of private sector banks in the Indian market has compelled all the banks to
determine the drivers of customer satisfaction (CS). This research aims to assess the drivers …

The aim of this research was to identify quality discrepancies in the existing service offerings
of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) …