Results 91 to 100 of about 68,019 (280)
Quality evaluation in logistic services [PDF]
, 2000 The paper highlights some problems relevant to the quality measurements in logistic services. "Traditional" logistic indicators are compared with the service dimensions defined in the Parasuraman-Zeithaml-Berry model.
Franceschini, Fiorenzo, Rafele, Carlo
core +2 more sources
Approaches to quality management in hotel industry
Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2013 The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness ...
Kateřina Ryglová +2 more
doaj +1 more source
The Role of Kansei Engineering in Influencing Overall Satisfaction and Behavioral Intention in Service Encounters [PDF]
, 2011 Customers today concern themselves more on fulfilling their emotional needs rather than rationales and functionalities. In dealing with customer emotions in products/services, Kansei Engineering (KE) is applied.
Hartono, Markus, Tan , Kay Chuan
core
JuTISI (Jurnal Teknik Informatika dan Sistem Informasi), 2017 — PT. POS Indonesia (Persero) Ambon Branch is one company that is engaged in the field of services is always trying to provide the best service to the community. With the competition being so tight tight, it should the company to do is continue to keep
Febrilien Matresya Matulatuwa
doaj +1 more source
The Power of Interfacing Departments in Shaping B2B Customer Satisfaction [PDF]
, 2003 Extant research identifies service quality and service encounter perceptions as the key determinants of satisfaction. However, no study in a business-to-business environment has examined the simultaneous effect of these two determinants on overall ...
Durvasula, Srinivas +2 more
core +1 more source
QeiosThis paper proposes an update to enhance SERVQUAL’s capabilities. Service logic stipulates that service is not a unilateral process, but co-created between provider and customer. This principle reveals an omission in SERVQUAL. It overlooks a customer-failure gap, _i.e._ a customer’s deficient and flawed co-creation. To address this omission, we propose
Victor Tang, Gendao Li
openaire +1 more source
Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study [PDF]
, 2001 published or submitted for ...
Cook, Colleen, Heath, Fred M.
core
SERVQUAL for a Satisfied Customer
Since keeping existing clients is more economical than finding new ones, customer happiness is essential to retail banking's profitability. In light of the changes in retail banking, such as bank branch closures, internet banking, and bank expansion, it is critical to evaluate client satisfaction and determine the elements that affect it.
Pankaj Rai +6 more
openaire +2 more sources
An analysis of the quality of educational services provided for rural administrators (A case study of Dehyars in Nasrabad District, Torbat Jam County) [PDF]
تحقیقات کاربردی علوم جغرافیایی, 2020 Training is one of the most convenient, and fastest ways to enable a society. Rural administrators are no exception; therefore, in order to achieve sustainable rural development, it is essential to enable Dehyars (rural administrators) through education ...
hamdolah sojasi qedari +2 more
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Measuring dimensions of service quality [PDF]
Strategic Management, 2020 In the modern business environment, service companies face the challenge of continuous improvement of the quality of services. Retail managers must use an adequate system for evaluating the quality of the services they provide within the retail ...
Tešić Dejan
doaj