Results 181 to 190 of about 60,703 (214)
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
openaire +1 more source
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
openaire +2 more sources
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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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
openaire +3 more sources
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
openaire +3 more sources