Results 131 to 140 of about 2,498 (183)
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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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The validity of the SERVQUAL and SERVPERF scales
International Journal of Service Industry Management, 2007PurposeThe purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.Design/methodology/approachData from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta‐analyzed.FindingsOverall, SERVQUAL and SERVPERF are equally ...
François A. Carrillat +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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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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SERVQUAL and the process improvement challenge
Quality and Reliability Engineering International, 2011AbstractService quality is difficult to quantify as it is a function of differing customer perceptions over time, the ever changing market conditions, the measurement process and the interpretation of the data that have been gathered. The SERVQUAL questionnaire and gap analysis have been used to analyse service quality within diverse organisations over
Chris McCollin +3 more
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Heterogeneous dimensions of SERVQUAL
Total Quality Management & Business Excellence, 2018The purpose of this paper is to analytically and empirically show that the dimensions of SERVQUAL are not stable across service industries and even in the same service industry, because customers’ ...
Sang-June Park, Youjae Yi, Yeong-Ran Lee
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Exploration and Development of SERVQUAL
Asian Journal on Quality, 2003The gap‐based SERVQUAL model is a popular service quality determinant due to its superior diagnostic capacity over alternative explanatory frameworks. However, some researchers criticize the performance of the SERVQUAL model and propose alternative service quality measurement constructs.
Yong‐Pil Kim +2 more
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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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Assessing the Multidimensional and Hierarchical Structure of Servqual
Psychological Reports, 2007Parasuraman, Zeithaml, and Berry introduced SERVQUAL in 1998 as a scale to measure service quality. Since then, researchers have proposed several variations. This study examines the development of the tool. Marketing researchers have first challenged the conceptualization of a perceptions-expectations gap and have concluded that the performance-based ...
Jun, Ma, Milton E, Harvey, Michael Y, Hu
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Journal of Nursing Care Quality, 1994
Rising health care costs and competition among hospital facilities have resulted in the need to recognize patient satisfaction as an important indicator of quality care. Nurses provide the primary service to patients; therefore, their role is influential in overall satisfaction.
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Rising health care costs and competition among hospital facilities have resulted in the need to recognize patient satisfaction as an important indicator of quality care. Nurses provide the primary service to patients; therefore, their role is influential in overall satisfaction.
openaire +2 more sources