Results 31 to 40 of about 1,504 (174)

Customer Satisfaction Assessment Using the SERVQUAL Model [PDF]

Science Journal of Business and Management, 2017
The main objective of this study is to examine customer satisfaction in the banking sector using the SERVQUEL model and Ecobank Ghana Limited in Ghana as a case study. The research employed the quantitative research approach. Using a sample size of 150, data was collected and analysed. The research revealed that expectations of customers exceeded their
openaire   +1 more source

Measuring quality perception of public services: customer-oriented approach

Engineering Management in Production and Services, 2023
The focus of this research is on assessing the perception of public service quality through a customer-centred approach. Public service quality comprises multiple factors that are prioritised differently by customers. Therefore, the study aims to conduct
Butkus Mindaugas, Rakauskiene Ona Grazina, Bartuseviciene Ilona, Stasiukynas Andrius, Volodzkiene Lina, Dargenyte-Kacileviciene Laura   +5 more
doaj   +1 more source

POSSIBILITIES OF DEVELOPING A SERVQUAL MODEL FOR MEASURING USER SATISFACTION

Acta Economica, 2021
This paper will explore the possibility of adapting the original SERVQUAL model for measuring customer satisfaction. The possibility of developing this model is given through its adaptation in practice. When it comes to services, customization of the original model is necessary due to their intangible nature.
Perica Macura, Aleksandar Smiljanić
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Determining the quality of municipal services using SERVQUAL model [PDF]

Proceedings of the 5th IPMA SENET Project Management Conference (SENET 2019), 2019
This study deals with determining service quality of municipalities of Srebrenica, Bratunac, and Milici in Bosnia and Herzegovina. The research is conducted using a questionnaire based on SERVQUAL model which comprises two subscales, one referes to customers' expectations and another for their perception of the service quality.
Živković, Nedeljko, Glogovac, Maja, Kovačević, Bojan   +2 more
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The use of the Delphi method in the creation of the SERVQUAL model for measuring the quality of services in fitness clubs

Ekonomski Vjesnik
Purpose: This study aims to explore the applicability of the Delphi method in developing a SERVQUAL model for evaluating service quality in the Serbian fitness clubs, while also providing a practical tool for this emerging fitness market.
Milijanka C. Ratković, Slobodan Adžić, Dragan D. Tomašević, Andrijana Kos Kavran   +3 more
doaj   +1 more source

Factors associated with service quality in fitness centers based on the SERVQUAL model

Revista CEA, 2019
The objective of this quantitative study is to measure the factors associated with service quality at fitness centers based on the SERVQUAL model. For that purpose, this work proposes a structural model that considers the 5 dimensions in the SERVQUAL ...
Davinson Mosquera-González, Orfa Nidia Patiño-Toro, Daniel Mauricio Sánchez-Díez, Juan Felipe Agudelo-Cardona, Diana Marcela Ospina-Mazo, Juan Felipe Bermúdez-Bedoya   +5 more
doaj   +1 more source

Exploratory Analysis of Sustainable Consumption and Production Factors in Services: Insights From Four Case Studies Using Interpretive Structural Modeling

Sustainable Development, EarlyView.
ABSTRACT This study investigates how 14 sustainable consumption and production (SCP) factors interact across four service categories—Mass Service, Professional Service, Service Factory, and Service Shop—using interpretive structural modeling (ISM). ISM enables the identification and hierarchical classification of interdependencies among SCP factors in ...
Amanda Duarte Feitosa, Fagner José Coutinho de Melo, André Philippi Gonzaga de Albuquerque, Naia Antunis de Rezende, Denise Dumke de Medeiros   +4 more
wiley   +1 more source

Measuring Quality Satisfaction with Servqual Model

SSRN Electronic Journal, 2011
The orientation to customer satisfaction is not a recent phenomenon, many very successfulbusinesspeople from the beginning of the 20th century, such as Sir Henry Royce, a name synonymous withRoll – Royce vehicles, stated the first principle regarding customer satisfaction “Our interest in the Roll-Royce cars does not end at the moment when the owner ...
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Audit Quality From a Service Perspective: A Systematic Literature Review La qualité de l'audit sous l'angle du service : examen systématique de la littérature

Accounting Perspectives, Volume 25, Issue 2, Page 237-268, June 2026.
ABSTRACT Audit quality is a multidimensional and latent construct that researchers struggle to evaluate and interpret. This paper follows an interdisciplinary approach by systematically reviewing the literature on audit quality evaluation from a service quality perspective.
Lise Muriel Botha, Phillip de Jager, Francois Toerien, Ezelda Swanepoel   +3 more
wiley   +1 more source

Leveraging online reviews to decode quality‐induced customer dissatisfaction: From perception to product discouragement

Decision Sciences, Volume 57, Issue 3, Page 235-255, June 2026.
Abstract E‐commerce practitioners and researchers recognize that quality concerns are the primary drivers of customer dissatisfaction with products or services. While dissatisfaction can arise from various factors, little is known about quality and its components, specifically from the perspective of dissatisfied customers. Grounded in the foundational
Rahul Kumar, Nolan M. Talaei, Ajay Kumar, Kristof Coussement, Asil Oztekin   +4 more
wiley   +1 more source