Empirical Assessment and Application of SERVQUAL Evidence from UAE Banks

Abstract

The current research aims at identifying the causality relationships between SERVQUAL dimensions i.e. tangibility, reliability, responsiveness, assurance, and empathy and demographics i.e. gender, age, income, education, and occupation. The reliability and validity of Parasuraman's instrument were tested in a developing nation i.e. UAE. Moreover, quality of banking services will be assessed in UAE. The experiences of 537 customers were utilized to achieve these objectives. Throughout Multiple Regression in SPSS package, significant relationships between each SERVQUAL dimension and demographics were supported. However, the explanation powers of these models are still weak. Throughout WSRT, baking services' quality still lags behind the expectations of UAE inhabitants.

University Industry (U-I) Relationship: Evidence from an Egyptian University

“…Kotler and Clarke (1987) added that satisfaction is multilevel terminology which is gradually reached after undergoing various stages of fulfilled expectations after a service is performed in a certain way or product is sold and consumed. Therefore, satisfaction is the positive comparison between "expectations" and "perceptions" conducted by every single customer (Arif et al, 2013, Lotayif, 2009). Arambewela andHall (2009), Oliver (1980) and Anderson (1973) added that satisfaction is related to the size and direction of disconfirmation, which is defined as the difference between an individual's pre-purchase (pre-choice) expectations (or some other comparative standard) and the post-purchase (post-choice) performance of the product or service as perceived by the.…”