Integrating Kano’s Model and SERVQUAL to Improve Healthcare Service Quality [PDF]
, 2012 The purpose of this research is focus on customer relationship management (CRM) strategies and relationship between service attributes and customer satisfaction through Kano’s model especially on healthcare service at the private hospital.
Dwi, Sulisworo, Nora, Maniquiz
core
Assessing Omnichannel Service Quality in the Public Sector
Public Administration, Volume 103, Issue 2, Page 581-599, June 2025.ABSTRACT Services in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the perceived quality of public sector omnichannel ...
Fabian Walke, Till J. Winkler
wiley +1 more source
Investigation of Factors Influencing the Service Quality Indexes of Tourism Agencies of Southern Isfahan [PDF]
Muṭāli̒āt-i Mudīriyyat-i Gardishgarī, 2012 Present article investigates the influencing factors on service quality of tourism agencies located at southern part of Isfahan. The objective is to study the influence of factors, namely service characteristics, responsiveness, Kindness, reliability ...
amir hoseyn shariati, nadia foruzan
doaj
Health Science Reports, Volume 8, Issue 5, May 2025.Abstract Background and Aims Patient satisfaction is a critical metric for assessing the quality of pharmaceutical services in healthcare systems. This study aims to build a questionnaire with various items to comprehensively evaluate patient satisfaction with pharmacy services at the 108 Military Central Hospital and to identify key influential ...
Do Xuan Thang +5 more
wiley +1 more source
Comparing Guest Expectations and Perceptions About Quality of Service in Hotel Industry (the Case of Mashhad’s Homa II hotel) [PDF]
Muṭāli̒āt-i Mudīriyyat-i Gardishgarī, 2010 Quality of service is one of the most important issues for competing service companies, and consequently using a method for service quality mesurment is of great significance.
mehdi karoubi, javad yousefi
doaj
Establishing a student satisfaction index - A Malaysian case study [PDF]
, 2007 The paper provides an insight on student satisfaction in a higher education institution (HEI) within the context of a quasi-government environment.
Che Din, Rohayati +2 more
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Veterinary Medicine and Science, Volume 11, Issue 3, May 2025.The study reported on satisfaction indices and prediction models for dimensions and indicators of service quality for clients accessing services in a companion animal hospital in Ghana. In general, client satisfaction indices were very high indicating good delivery performance.
Paa Kobina Turkson +2 more
wiley +1 more source
Performance Evaluation of Information Technology (IT) Industries using a hybrid approach of SERVQUAL, DEA and FMCDM Case Study: System Group Co. [PDF]
مطالعات مدیریت کسب و کار هوشمند, 2013 In developed countries synchronous with improving and developing systemsand quality management technique in manufacturing industries, usingthese models and techniques in service industries has been increasedremarkably.
Alireza Alinezhad, Ramin Hakimian
doaj
Integrating Kansei Engineering into Kano and SERVQUAL Model to Determine the Priorities of Service Improvement (Case Study: Café Agape at Ruteng, East Nusa Tenggara – Indonesia) [PDF]
, 2013 In order to improve service quality, a research framework of integrating Kansei Engineering into Kano and SERV-QUAL was deployed in Café Agape. SERVQUAL model is used to identify whether the provided service has been fulfill customer needs; whether ...
Budiyono, Sianny +2 more
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When excessive service turns bad: Service alignment for transaction‐specific needs
Journal of Consumer Behaviour, Volume 24, Issue 1, Page 109-125, January 2025.Abstract Service firms strive to meet and exceed customers' expectations, but more services are not always welcome. To answer the question why extra services may not always lead to positive service evaluations, we examined the effectiveness of service alignment with transaction‐specific needs as a reference standard for service evaluations and ...
Kawon Kim, Haemoon Oh
wiley +1 more source