Results 91 to 100 of about 10,693 (202)
Avaliação da qualidade em serviço de um hotel pelo método SERVPERF
Revista Pensamento Contemporâneo em Administração, 2015 Os hotéis tentam oferecer qualidade em seus serviços como uma maneira de se diferenciarem uns dos outros competitivamente. Mas, a diferenciação só pode ser verificada através da avaliação do serviço prestado. Uma ferramenta para esta avaliação é o método SERVPERF, que retrata as variações de qualidade em relação às cinco dimensões: confiabilidade ...
Joás Tomaz De Aquino +2 more
openaire +2 more sources
Tạp chí Quản lý và Kinh tế Quốc tế, 2020 Bài viết nhằm phát hiện các nhân tố tác động tới sự hài lòng và từ đó tác động tới lòng trung thành của khách hàng Việt Nam đối với dịch vụ thẻ ngân hàng quốc tế. Tác giả đã áp dụng phương pháp mô hình phương trình cấu trúc bình phương từng phần nhỏ nhất
Nguyễn Thị Hà Thanh
doaj
Validación del modelo SERVPERF en el ámbito de internet: un caso colombiano
Suma de Negocios, 2014 The aim of the study is to demonstrate an adaptation process of the SERVPERF model for the evaluation of the perceived quality of service in the Colombian environment, and to validate this using the model in an E-commerce company of Colombia.
Edison Jair Duque Oliva +1 more
doaj +1 more source
Skala Pengukuran Kualitas Layanan: sebuah Kajian Literatur [PDF]
, 2019 Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus
Kusyana, D. N. (Dewa) +1 more
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Airlines Employees Service Quality Perception of the Ground Handling Management
Havacılık ve Uzay Teknolojileri Dergisi, 2020 Ground handling companies are enterprises in which airline companies have to cooperate intensively while producing services. Ground handling companies, offer a variety of services for airline’s planes, employees and passengers.
Emre Bahar
doaj
Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India [PDF]
Service quality measures developed internationally are often accepted as adequate in India. This study evaluates the Retail Service Quality Scale (RSQS) developed in the U.S.
Kaul Subhashini
core
A qualidade do serviço as percepções dos consumidores e dos directores dos hotéis de 4 e 5 estrelas das cadeias hoteleiras em Portugal [PDF]
, 2005 Não existe consenso relativamente ao modelo de avaliação da qualidade do serviço que deve ser usado em cada sector de actividade, nem ao tipo e número de dimensões que os consumidores usam aquando da sua avaliação dos serviços.
Brândao, Elísio (Coordinador) +4 more
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Technological and Economic Development of Economy, 2018 The relationship between customer churn and their complaints is sufficiently contrasted in the telecom sector. Therefore, a key part of a company’s strategy is the measurement of this dissatisfaction.
Ramón Alberto Carrasco +4 more
doaj +1 more source
Identifying service quality dimensions as antecedents to customer satisfaction in retail banking
Economic and Business Review, 2010 This paper explores service quality in a retail bank setting in Slovenia and its influence on customer satisfaction. In previous studies both SERVQUAL and SERVPERF scales have been used for measuring service quality. Based on SERVPERF a 28-item scale has
Iča Rojšek, Barbara Culiberg
doaj
Structural equation modeling of eBankQual scale: a study of E-Banking in India [PDF]
This study assesses the relationship between perceived quality, brand perception and perceived value with satisfaction. For the data analysis structural equation modeling (SEM) method and path analysis method were used. A result indicates that, eBankQual
Kumbhar, Vijay
core +1 more source