Results 131 to 140 of about 60,391 (165)
Measuring perceived service quality using SERVQUAL
, 2010 opravljene so bile deskriptivna analiza, eksploratorna faktorska analiza in analiza znesljivosti. Rezultati raziskave kažejo na dokaj visoko stopnjo zadovoljstva hotelskih gostov s kakovostjo storitev. Gostje so predvsem pohvalili "zanesljivost", "ljubeznivost in strokovnost zaposlenih", "dostopnost" in "materialne dokaze".
Marković, Suzana, Raspor, Sanja
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The impact of customer expectation and satisfaction on repeat patronage in Nigerian fast food restaurants [PDF]
, 2015 Garcia Medina, Irene, Omo-Diagi, Hilda
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Measuring Service Quality with Servqual
Journal of Information Technology Review, 2019 Mohamed Haneefa K., Sajna K. P.
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Does ISO 9000 Give a Quality Emphasis Advantage? A Comparison of Large Service and Manufacturing Organizations [PDF]
, 2001 Brown, Jane C. +2 more
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CONCERNS ABOUT SERVQUAL’S UNDERLYING DIMENSIONS
Issues in Information Systems, 2002 openaire +1 more source
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International Journal of Quality & Reliability Management, 2013
Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry.
Amjad A. Abu‐El Samen +2 more
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Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry.
Amjad A. Abu‐El Samen +2 more
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Journal of Quality Assurance in Hospitality & Tourism, 2000
Two approaches to measuring the quality of restaurant services are compared, both of which employ the expectancy-disconfirmation paradigm. A SERVQUAL style of questionnaire provided quality measures identified by 234 casual dining/fast food restaurant diners, which were used to differentiate foodservice establishments, but the data showed several ...
Johns, Nick +2 more
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Two approaches to measuring the quality of restaurant services are compared, both of which employ the expectancy-disconfirmation paradigm. A SERVQUAL style of questionnaire provided quality measures identified by 234 casual dining/fast food restaurant diners, which were used to differentiate foodservice establishments, but the data showed several ...
Johns, Nick +2 more
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Asian Journal of Management, 2017
In order to attain a strong position in this highly competitive world, it has become imperative to improve the service quality which tends to improve profitability leading to success of a retail organization. In this regard, the quality improvement strategy helps a manger to identify the areas where the service needs to be improved in order to attain ...
Prachi Jain, Vijita Singh Agg
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In order to attain a strong position in this highly competitive world, it has become imperative to improve the service quality which tends to improve profitability leading to success of a retail organization. In this regard, the quality improvement strategy helps a manger to identify the areas where the service needs to be improved in order to attain ...
Prachi Jain, Vijita Singh Agg
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An Empirical Study of Servqual's Dimensionality
The Service Industries Journal, 1998This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale.
Llosa S., Chandon J. -L., Orsingher C.
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Journal of Applied Research in Higher Education, 2019
Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This
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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This
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