Results 61 to 70 of about 2,542 (183)
Acta Universitatis Sapientiae: Economics and Business, 2016 Literature is replete with a large number of theories related to service quality measurement and dimensions in an airline context. To date, there is no consensus of opinion on the generic model and of the number of dimensions most appropriate to evaluate
Ganiyu Rahim A.
doaj +1 more source
Public Administration and Development, Volume 45, Issue 3, Page 228-241, August 2025.ABSTRACT Digital transformation has revolutionized public service delivery, yet studies on societal engagement with e‐Government services in Qatar remain limited. Despite significant investments in digital governance, 70% of services continue to be accessed through traditional methods, indicating barriers to adoption.
Moosa Elayah
wiley +1 more source
Receiving Employee Attention on the Floor of the Store and Its Effects on Customer Satisfaction
Journal of Consumer Behaviour, Volume 24, Issue 4, Page 1656-1668, July 2025.ABSTRACT This study examines the effects of the customer's perceptions of being the object of employee attention in physical store settings. Our specific concern is employee attention when the customer is browsing in a store and does not require any particular service from employees.
Magnus Söderlund +1 more
wiley +1 more source
Perceived service quality and student satisfaction in higher education: A SERVQUAL-based study [PDF]
Marketing (Beograd. 1991)The paper investigates the relationship between service quality and student satisfaction in higher education by using the SERVQUAL model. Data was collected from the students at Serbian universities.
Rodić-Lukić Vesna +4 more
doaj +1 more source
SERVQUAL for a Satisfied Customer
Since keeping existing clients is more economical than finding new ones, customer happiness is essential to retail banking's profitability. In light of the changes in retail banking, such as bank branch closures, internet banking, and bank expansion, it is critical to evaluate client satisfaction and determine the elements that affect it.
Pankaj Rai +6 more
openaire +2 more sources
QeiosThis paper proposes an update to enhance SERVQUAL’s capabilities. Service logic stipulates that service is not a unilateral process, but co-created between provider and customer. This principle reveals an omission in SERVQUAL. It overlooks a customer-failure gap, _i.e._ a customer’s deficient and flawed co-creation. To address this omission, we propose
Victor Tang, Gendao Li
openaire +1 more source
Sistemasi: Jurnal Sistem InformasiThe development of information technology in the digital era has had a significant impact, including on online transportation services such as Grab. However, Grab users frequently complain about slow response times from customer support when handling ...
Dimas Hadi Yanto +4 more
doaj +1 more source
Approaches to quality management in hotel industry
Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2013 The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness ...
Kateřina Ryglová +2 more
doaj +1 more source
Combining Servqual and Kano: Justification for Best Action and Its Selection Process
Jurnal KawistaraThis study aims to enhance the existing literature on the integration of Servqual and Kano concepts by providing a comprehensive justification for recommending improvement actions to service attributes.
Hendrarto Kurniawan Supangkat +1 more
doaj +1 more source
An empirical assessment of the SERVQUAL scale
Accounting, 2016 During the past few years, many people have used point of sales for purchasing goods and services. Point of sales tends to provide a reliable method for making purchases in stores. Implementation of point of sales may reduce depreciation cost of automated telling machines and helps banks increase their productivities.
openaire +2 more sources