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A cross-sectional study on the relationship between length of stay and patient satisfaction based on the SERVQUAL model. [PDF]
Sci RepCai Y, Liu Y, Liu S, Wang C, Jiang Y.
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Μοντέλα μέτρησης ποιότητας βιβλιοθηκών: μια εφαρμογή του μοντέλου SERVQUAL σε εθνική κλίμακα
, 2013 Αγγελική Γιαννοπούλου +1 more
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Online Travel Service Quality: the Role of Pre-Transaction Services. [PDF]
Pauwels, Pieter +2 more
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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 +3 more sources
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
openaire +3 more sources
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
openaire +2 more sources
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