Results 141 to 150 of about 2,498 (183)

Servqual vs RSQS

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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A Review on Quality of Service and SERVQUAL Model

2020
In field of service design, the research and application of service quality plays an important role in the development and competition of enterprises by establishing brand image and generating market effect. Therefore, experts in management and marketing have studied it and found that the quality of service in the industry has a great impact on ...
Zhengyu Shi, Huifang Shang
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Servqual and the Quest for New Measures

Journal of Library Administration, 2001
L'etude realisee par Texas A & M sur l'utilite de SERVQUAL en tant qu'outil d'evaluation des performances des bibliotheques, montre qu'il faut proceder a certaines modifications de cet instrument, originalement concu pour mesurer la qualite des services dans le secteur prive, sont necessaires. L'ARL (Association of Research Libraries) a lance un projet
Colleen Cook, Fred Heath
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An empirical assessment of the SERVQUAL scale

Journal of Business Research, 1992
Abstract The definition and measurement of service quality as a 5-dimensional construct, as in SERVQUAL, appears to suffer from a number of methodological shortcomings. A review of the potential problems and the findings from an empirical study are presented in this article.
Emin Babakus, Gregory W. Boller
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Prospect theory and SERVQUAL: [PDF]

Management, 2014
The aim of this paper is to make a scientific contribution for a better understanding of the relationship between the Prospect Theory and servqual. The first objective is to analyse whether the servqual scale is an appropriate scale to quantify service quality and customer satisfaction of automobile-insurances.
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Evaluating IT service quality using SERVQUAL

Proceedings of the 40th annual ACM SIGUCCS conference on User services, 2012
What is the quality of our services? Increasingly organizations are finding that delivering quality service is a requirement for success. Understanding and measuring service quality can pose a significant challenge in a conceptual area that has few physical attributes to measure, and in which the perception and meaning of quality will vary from person ...
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Servqual used in a Vodafone India

Global Journal of Enterprise Information System, 2017
Vodafone India is a leading telecomm services provider in India. It is a subsidiary of Vodafone, a British Telecommunication giant. After the acquisition of Hutch (Joint Venture of Hutchison and Essar) by Vodafone, the company has shifted its focus to the Indian markets and has managed to capture a significant portion.
Aashima Sharma, Nakul Solanki
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SERVQUAL, the Kano Model and QFD

2016
The literature on service quality theory and SERVQUAL, the Kano model and QFD, as well as their integrated use in different service sectors are reviewed in this chapter. It is found out that integrating the three tools may yield valuable results that cannot be obtained by using either of them alone. The literature review also revealed that there are no
Low Sui Pheng, Zhu Rui
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SERVQUAL awareness and ability of employees (SERVQUAL-E): scale adaptation and validity testing

International Journal of Contemporary Hospitality Management
Purpose The SERVQUAL model has been widely employed to assess customers’ expectations and perceptions of service quality. However, no validated instrument currently exists to measure service employees’ awareness and knowledge of SERVQUAL dimensions and items in relation to customers’ expectations and perceptions.
Ahu Yazıcı Ayyıldız, Erdogan Koc, Tugrul Ayyildiz, Sercan Hatipoglu   +3 more
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Dal ServQual al ServPerval

Micro & Macro Marketing, 2013
La misurazione della qualità del servizio è probabilmente uno degli ambiti di ricerca più sviluppati in marketing, ma, al contempo, anche uno dei più frammentari. Questo articolo si propone di analizzare i quattro modelli che hanno rivoluzionato la letteratura del settore (il ServQual, il ServPerf, la “Scuola Europea” e il ServPerval), i quali si ...
CIAN, LUCA, CERVAI, SARA
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