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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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Bangladeshi Banking: Customer Satisfaction Insights through SERVQUAL Model
International Journal of Science and BusinessThis study aims to measure the customer's satisfaction level by analyzing the different dimensions that shape those outcomes using the SERVQUAL framework. An intricately organized survey was formed, and 240 samples' data were analyzed using a combination of Excel and SPSS 25.
Kazi Md. Yusuf +3 more
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Evaluation of Integrated Logistics Service Based on SERVQUAL Model
2017 International Conference on Computer Systems, Electronics and Control (ICCSEC), 2017The booming of distribution requirements from e-commerce, Internet of Things, Mobile Internet, GIS, GPS, and automation technology have all boosted the logistics industry. A growing number of competitors get involved and the innovation of new business modes has enriched the logistics industry.
Jing Zhang, Xiao-Ping Liu
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A Review on Quality of Service and SERVQUAL Model
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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Sağlık Hizmetlerinde Kalite Algısı: SERVQUAL Model İncelemesi
2019There are many definitions and measurement methods in the literature about the concept of service quality. Themost commonly used method is the SERVQUAL model. According to this model, the service quality is determined bymeasuring the difference between the quality of the service perceived by the customers and the customer expectations.
AKMAN, Eren, KOPUZ, Koray
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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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Measuring Logistics Service Quality Using the SERVQUAL Model
Journal of Intelligent Management Decision, 2023Alma Jusufbašić, Željko Stević
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Sustainable Growth of Banks Through SERVQUAL Model
2023Praveen Paul Jeyapaul +1 more
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Measuring Customer Satisfaction in Mamak Restaurants Using SERVQUAL Model
International Journal of Research and Innovation in Social ScienceCustomer satisfaction is an important part of the service industry, especially for 24-hour restaurants in Malaysia. This study focuses on Mamak restaurants, which are popular for their affordable food and casual dining atmosphere. As competition grows, it is important for these restaurants to meet customer expectations to keep them coming back.
Mohd Yuhafidz Bin Mohd Yusof +4 more
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Quality Based on a Spatial SERVQUAL Model in Healthcare
2012The main purpose of this work is to represent an alternative effective model for measuring the quality of healthcare (SERVQUAL) considering the geographical location of the under examination healthcare sectors. Based on that consideration, a new modeling is taking place introducing a spatial interaction between neighboring regions (spatial-SERVQUAL ...
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