Results 61 to 70 of about 2,498 (183)

Evaluation of the implementation quality of the Augmented Reality project at the National University of Chimborazo, based on the Neutrosophic SERVQUAL model [PDF]

Neutrosophic Sets and Systems
This work explores the integration of contemporary educational practices, highlighting Augmented Reality (AR) as an innovative tool at the National University of Chimborazo, La Dolorosa campus, Ecuador.
José Luis Erazo-Parra, Christiam Xavier Nuñez-Zavala, Lisbeth Reales-Chacón, Diego Marcelo Reina-Haro, Miguel Ángel Duque-Vaca, Bladimir Enrique Urgiles-Rodriguez, Andrea Carolina Peñafiel-Luna, Paúl Adrián Córdova   +7 more
doaj   +1 more source

Transformative Pathways in Qatar's E‐Government: Integrating Societal Engagement and NGO Partnerships for Sustainable Digital Governance

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

Perceptions of Service Quality: An Empirical Assessment of Modified SERVQUAL Model among Domestic Airline Carriers in Nigeria

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

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, Claes‐Robert Julander   +1 more
wiley   +1 more source

Unboxing SERVQUAL: SQuID Inside!

Asian Journal of Business Research, 2023
Maps based on bibliographic data of 50 of 264 keywords in 111 papers show that service quality, SERVQUAL, and customer satisfaction are the most popular topics in service management research. The discussion about costs are relatively minimal and is not directly related to SERVQUAL but to service quality and customer satisfaction.
openaire   +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, Ida Vajčnerová, Jakub Šácha   +2 more
doaj   +1 more source

Two New Gaps for SERVQUAL

Qeios
This 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

Analisis Kepuasan Pelanggan Terhadap Pelayanan PT. POS Indonesia (Persero) Cabang Ambon Menggunakan Metode Servqual dan Lexicon Based

JuTISI (Jurnal Teknik Informatika dan Sistem Informasi), 2017
— PT. POS Indonesia (Persero) Ambon Branch is one company that is engaged in the field of services is always trying to provide the best service to the community. With the competition being so tight tight, it should the company to do is continue to keep
Febrilien Matresya Matulatuwa
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, Anish Sahu, Prashant Pawar, Kishan Prajapati, Pooja Rajodiya, Monika, Sandhya   +6 more
openaire   +2 more sources

Analysis of Service Quality Factors in the Grab Application on User Satisfaction using the Service Quality (SERVQUAL) Method

Sistemasi: Jurnal Sistem Informasi
The 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, Dwi Rosa Indah, Hardini Novianti, M. Rudi Sanjaya, Naretha Kawadha Pasemah Gumay   +4 more
doaj   +1 more source