Factors influencing customer satisfaction and loyalty towards urban railway services in Hanoi: Mediating role of perceived value. [PDF]
PLoS OneVuong XC, Vu TMT, Trieu DA, Vu TT.
europepmc +1 more source
Supply-demand structural analysis of sports services in Chinese residential care facilities: a cross-sectional study in Zhengzhou. [PDF]
Front Public HealthLiu S, Wang H, Kong Y.
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Exploring Patient Satisfaction and Determinants in VIP Outpatient: A SERVQUAL-Based Latent Class Analysis. [PDF]
Patient Prefer AdherenceWang H, Wang H, Guan S, Li J.
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A Review on Quality of Service and SERVQUAL Model
Lecture Notes in Computer Science, 2020In field of service design, the research and application of service quality plays an important role in the development and competition of enterprises by establishing brand image and generating market effect. Therefore, experts in management and marketing have studied it and found that the quality of service in the industry has a great impact on ...
Zhengyu Shi, Huifang Shang
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Transparency in SERVQUAL model to deal with information-enabled customers
International Journal of Electronic Customer Relationship Management, 2021Shiv Ratan Agrawal
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Peningkatan Kepuasan Konsumen dengan Model SERVQUAL
CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis, 2022Excellent service is very important for companies to increase profits and competitive strategies with competitors. This study aims to determine the effect of service quality on customer satisfaction at PT Capella Daihatsu Pematangsiantar. This research is quantitative and descriptive.
Hengki Mangiring Parulian Simarmata +1 more
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SERVQUAL, the Kano Model and QFD
2016The 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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An Application of SERVQUAL Model in Termas of Chaves
2014The perceived quality of service of users is a necessary concept to be taken into account by the managers of the Termas, due to its capability to guide them on how to improve the service they provide. To make this concept operational, perceived quality is analyzed by applying the SERVQUAL model.
María de la Cruz del Río Rama +3 more
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Generalized cross entropy method for analysing the SERVQUAL model
Journal of Applied Statistics, 2014The aim of this paper is to define a new approach for the analysis of data collected by means of SERVQUAL questionnaires which is based on the generalized cross entropy (GCE) approach. In this respect, we firstly give a short review about the important role that SERVQUAL plays in the analysis of service quality as well as in the assessment of the ...
CIAVOLINO, Enrico, Calcagnì A.
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Service quality gap models following the SERVQUAL model
Strategic DirectionPurpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an ...
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