Results 41 to 50 of about 10,693 (202)
Tourism, 2017 W artykule zaproponowano procedurę badawczą służącą ocenie jakości usług składających na pakiet turystyczny w układzie podmiotowym. Procedurę przygotowano na przykładzie oceny pakietu pobytowego do Tunezji wybieranego przez polskich turystów.
Teresa Brzezińska-Wójcik, Monika Widz
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Quality of Public Services at Religious State University in The COVID-19 Era
JKAP (Jurnal Kebijakan dan Administrasi Publik), 2023 This research analyzed the service quality of The Religious State University (PTKN) in the era of COVID-19. The research problems for this study can be formulated as: (1) How is the level of satisfaction of service users (students) with the services ...
Fatimatuz Zahro Diah Putri Dani +1 more
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Ordered Weighted Average Operators in the SERVQUAL and SERVPERF Scales
Procedia Computer Science, 2022 This research extends the discussion about service quality measurement. Two new quality aggregation measures using OWA and IOWA operators are proposed by making use of the SERVQUAL and SERVPERF scales, and their calculation methods. A numerical example is performed considering the classical approach and the aggregation proposal.
Baez Palencia, Diego Alberto +4 more
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Qualidade de Serviços: Uma análise comparativa entre SERVQUAL e SERVPERF
JPM - Journal of Perspectives in Management, 2017 Desde os anos 1980 discute-se como mensurar a qualidade dos serviços prestados, especialmente por que cada vez mais tem-se algum tipo de serviço associado aos produtos comercializados. Entretanto, a escala proposta por Parasuraman, Zeithaml e Berry, nomeada SERVQUAL, não é uma unanimidade até hoje.
Souto, Christiane de Melo Rêgo +1 more
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A Multiobjective Decision‐Making Method of Service Element Allocation of Customer Behavior
Discrete Dynamics in Nature and Society, Volume 2018, Issue 1, 2018., 2018 How to effectively configure the resources to maximize customer satisfaction is an important research topic in the service quality evaluation. This paper proposes a service quality evaluation under fuzzy environment method that takes customer satisfaction as the goal and considers enterprise resource constraints and customer fuzzy evaluation ...
Wei Xu +3 more
wiley +1 more source
Calidad percibida del destino Perú y del servicio en agencias de viaje, hoteles y restaurantes
Turismo y Patrimonio, 2012 Los resultados de la investigación realizada por el Observatorio Turístico del Perú de la Escuela Profesional de Turismo y Hotelería de la Universidad de San Martín de Porres sobre la calidad percibida del destino Perú y del servicio en las agencias de ...
Manuel Izaguirre Sotomayor
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Discrete Dynamics in Nature and Society, Volume 2018, Issue 1, 2018., 2018 How to maximize customer satisfaction is an important research topic in the service quality evaluation. This paper proposes an evaluation method of comprehensive product quality for customer satisfaction based on the intuitionistic fuzzy number. In this method, we design a questionnaire and investigate the customer’s language evaluation information of ...
Wei Xu +3 more
wiley +1 more source
Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services
Tourism and Hospitality Management, 2019 Purpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in ...
Vesna Babić-Hodović +3 more
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Information Systems Service Quality Measurement: The Evolution of The SERVQUAL Instrument [PDF]
, 2004 Due to the increasing service component of information technology, service quality measurement has become increasingly important as IS practitioners attempt to increase service quality to customers.
Whitten, Dwayne
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Journal of Economic Surveys, Volume 39, Issue 4, Page 1327-1360, September 2025.Abstract The healthcare system is a fundamental pillar for the economy of any country. One of its main goals is to reach an adequate effectiveness of medical care so that certain levels of well‐being are achieved. In recent years, healthcare has experienced important changes to take into account quality of care and patient satisfaction as the drivers ...
Paula Ortega Perals +2 more
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