Service Quality: A Review of 4 Recent International Studies (2016-2019)

Service Quality: A Review of 4 Recent International Studies (2016-2019)

This document presents a curated list of four recent international research articles that explore the concept of service quality across various industries. These studies, published between 2016 and 2019, provide insights into how service quality influences customer satisfaction and loyalty in different contexts.

1. M. J. M. Santos, A. C. Costa, & J. C. C. Teixeira. (2018). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. Journal of Air Transport Management, 67, 169-178.

This study examines the relationship between service quality and customer satisfaction in the airline industry, comparing traditional legacy airlines with low-cost carriers. The authors analyze the impact of service quality dimensions on customer satisfaction and identify key differences between the two airline models.

2. M. A. Hossain, M. A. Rahman, & M. S. Islam. (2019). Service quality, customer satisfaction and loyalty in the banking sector: A comparative study of conventional and Islamic banks in Bangladesh. International Journal of Bank Marketing, 37(1), 194-214.

This research delves into the link between service quality, customer satisfaction, and loyalty within the banking sector in Bangladesh. The authors conduct a comparative analysis between conventional and Islamic banks, highlighting the distinct factors that contribute to service quality and customer satisfaction in each type of institution.

3. M. A. Aziz, S. A. A. Al-Swidi, & M. F. Islam. (2016). Service quality, customer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 33, 49-58.

This study explores the relationship between service quality, customer satisfaction, and loyalty in the hospital setting. The authors investigate the impact of service quality on patient satisfaction and explore strategies for enhancing loyalty in healthcare institutions. They emphasize the importance of a future-oriented approach to service quality in healthcare.

4. C. H. Lin, & Y. H. Li. (2016). Service quality, customer satisfaction and loyalty in Taiwan's airline industry. Journal of Air Transport Management, 53, 52-67.

This article focuses on the service quality landscape within the Taiwanese airline industry. The authors analyze the relationship between service quality, customer satisfaction, and loyalty, considering the unique characteristics of the Taiwanese airline market. The study provides insights into the factors that influence customer perceptions and behavior within this specific industry context.