Journal of Advanced Transportation, Volume 2025, Issue 1, 2025.The COVID‐19 pandemic has profoundly disrupted global aviation, raising new challenges for passenger satisfaction and service quality in airport terminals. While the SERVQUAL model has long been used to measure expectation–perception gaps, it has been critiqued for treating all service attributes as if they contribute symmetrically to satisfaction ...
Hediyeh Faskhodi +4 more
wiley +1 more source
The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries. [PDF]
Int J Environ Res Public Health, 2022 Jonkisz A, Karniej P, Krasowska D.
europepmc +1 more source
Integrating customer relationship management strategies in (B2C) e-commerce environments
, 2003 Creating value and generating a total customer experience(TCE ) is important for E -Commerce in order to attract customers. However, with increasing competition in the marketplace, it is becoming increasingly difficult to retain customers.
Dawson, Liisa +2 more
core
Jurnal Sistem dan Manajemen Industri, 2018 This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through ...
Wahyu Oktri Widyarto +2 more
doaj +1 more source
SERVQUAL Method as an "Old New" Tool for Improving the Quality of Medical Services: A Literature Review. [PDF]
Int J Environ Res Public Health, 2021 Jonkisz A, Karniej P, Krasowska D.
europepmc +1 more source
The Power of Interfacing Departments in Shaping B2B Customer Satisfaction [PDF]
, 2003 Extant research identifies service quality and service encounter perceptions as the key determinants of satisfaction. However, no study in a business-to-business environment has examined the simultaneous effect of these two determinants on overall ...
Durvasula, Srinivas +2 more
core +1 more source
CONSUMER’S ORIENTED DENTAL SERVICE QUALITY ASSESSMENT USING THE SERVQUAL MODEL
Journal of Dentistry Indonesia, 2015 Consumers oriented quality in dental health services has become more important in the era of free competition. Perceived quality by the community has been closely related with their previous experience level of satisfaction on the quality of services ...
Zaura Anggraeni +2 more
doaj +1 more source
Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad [PDF]
Online banking can provide a reliable service to the customers for which make them happy. Online banking service is a comparative advantage and can improve relationship with customers.
Ahmed, Khalil
core +1 more source
Antecedents of acceptance of social networking sites in retail franchise and restaurant businesses [PDF]
, 2015 The paper examines the antecedents of acceptance of social networking sites in retail franchise and restaurant businesses. The success of retail franchise and restaurant business oper-ators via social networking sites depends not only on organiza-tional ...
Kwag, Michael +2 more
core +1 more source
Measuring student satisfaction with internship program using Servqual Method
Journal of Infrastructure, Policy and DevelopmentQuality evaluation is an essential part of maintaining and sustaining the performance of each organization. In educational institutions, every student who takes a vocational education program is required to be able to carry out and complete internship activities.
Istiadi Istiadi +2 more
openaire +1 more source