Results 241 to 250 of about 68,019 (280)

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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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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SERVQUAL dimensionality: an investigation of presentation order effect

International Journal of Services and Standards, 2011
This paper examines a potential issue in measuring service quality using the SERVQUAL instrument. Specifically, it is argued that SERVQUAL’s dimensions are largely the product of presentation order effects. To validate this argument, this paper presents the results of a field study in which randomised and non-randomised versions of SERVQUAL were ...
Robert E. Miller, Bill C. Hardgrave, Thomas W. Jones   +2 more
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Assessing obstetric patient experience: a SERVQUAL questionnaire

International Journal of Health Care Quality Assurance, 2013
Purpose – 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 Scale

2022
Marcjanna M. Augustyn, Arthur Seakhoa-King, Peter Mason   +2 more
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SERVQUAL in Banking Industry

2023
Ishaan Seth, null Shivali, Ashish Garg
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