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Optimizing nursing services for orthopaedic trauma patients using SERVQUAL and Kano models. [PDF]

Sci Rep
Cao M, Peng Y, Zhou Y, Zhang Y, Han M, Xie L.   +5 more
europepmc   +1 more source

The quality of midwifery care from the perspective of healthcare service recipients using the SERVQUAL model in Sanandaj comprehensive health centers in 2018

, 2019
Rahil Gholipour, Roonak Shahoei, Golbahar Ghaderkhani   +2 more
openalex   +1 more source

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Peningkatan Kepuasan Konsumen dengan Model SERVQUAL

CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis, 2022
Excellent 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, Poltak Pardamean Simarmata   +1 more
openaire   +1 more source

Generalized cross entropy method for analysing the SERVQUAL model

Journal of Applied Statistics, 2014
The 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.
openaire   +3 more sources

SERVQUAL, the Kano Model and QFD

2016
The 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
openaire   +1 more source

Measuring service quality in E-retailing using SERVQUAL model

2008 International Symposium on Information Technology, 2008
Practitioners and academics are eager on measuring service quality accurately in order to have better understanding of its indispensable antecedent and consequences, and eventually ascertain methods for improving and measuring service quality in search for competitive advantage.
Seyed Hossein Siadat, Veronica Clement Buyut, Harihodin Selamat   +2 more
openaire   +1 more source