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All Outputs (2)

Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality (2020)
Journal Article
Yeong, S. N., Knox, D., & Prabhakar, G. (2022). Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality. International Journal of Services and Operations Management, 41(4), 444 - 462. https://doi.org/10.1504/IJSOM.2020.10028391

This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dim... Read More about Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality.

Crowdfunding innovations in emerging economies: Risk and credit control in peer-to-peer lending network platforms (2020)
Journal Article
Nisar, T. M., Prabhakar, G., & Torchia, M. (2020). Crowdfunding innovations in emerging economies: Risk and credit control in peer-to-peer lending network platforms. Strategic Change, 29(3), 355-361. https://doi.org/10.1002/jsc.2334

Peer‐to‐peer (P2P) lending has emerged as a network form of crowdfunding that facilitates the loan originations outside the traditional banking model. In China, the combination of imperfect financial development and Internet technology has led to the... Read More about Crowdfunding innovations in emerging economies: Risk and credit control in peer-to-peer lending network platforms.