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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 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.
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Results of mapping patients expectation using SERVQUAL
Journal of Healthcare Quality Research, 2020Understanding expectations of the patients towards the quality of services that hospitals providing is very important in quality in healthcare. With every health care organization claiming its services to be the best, benchmarking and comparing them to ascertain the real best is very difficult but much required in this competitive world.
D, Mehrotra, S, Bhartiya
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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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Higher education quality assessment using SERVQUAL
2020 International Conference on System, Computation, Automation and Networking (ICSCAN), 2020Every technical educational institute (TEI) evaluates and improves its performance as a routine. These evaluations and improvements are solely concentrated towards the improvement of their ranking among their peer institutes rather than being towards knowing what level of service students expect from them.
Aiborname Suting +2 more
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Assessing obstetric patient experience: a SERVQUAL questionnaire
International Journal of Health Care Quality Assurance, 2013Purpose – Across health services, there is a drive to respond to patient feedback and to incorporate their views into service improvement. The SERVQUAL method has been used in several clinical settings to quantify whether services meet patient expectations. However, work has been limited in the obstetric population. This
Francesca, Garrard, Harini, Narayan
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SERVQUAL: review, critique, research agenda
European Journal of Marketing, 1996Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.
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Servqual: Its Applicability in Electronic Commerce B2C
Quality Management Journal, 2005282
Melián Alzola, Lucía +1 more
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