Service quality measurement in the internet context: A proposed model [PDF]
, 2010 The survival of any organisation in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organisation. It is well established
Albassam, T, Alshawi, S
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Quality evaluation in logistic services [PDF]
, 2000 The paper highlights some problems relevant to the quality measurements in logistic services. "Traditional" logistic indicators are compared with the service dimensions defined in the Parasuraman-Zeithaml-Berry model.
Franceschini, Fiorenzo, Rafele, Carlo
core +2 more sources
Emerging Technologies for Investigating Food Consumer Behavior: A Systematic Review
Comprehensive Reviews in Food Science and Food Safety, Volume 24, Issue 6, November 2025.ABSTRACT The evolving nature of food preferences and consumption patterns highlights the need for ongoing research in food consumer behavior. Most existing research relies on traditional methods, like questionnaires, which are often costly, time‐consuming, and prone to bias.
Kyriaki Kechri +7 more
wiley +1 more source
Testing the SERVQUAL Scale in the Business-to-Business Sector: The Case of Ocean Freight Shipping Service [PDF]
, 1999 A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers.
Durvasula, Srinivas +2 more
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Quality of healthcare services among adult outpatients at two Public Hospitals in East Ethiopia: Using service quality (SERVQUAL) assessment model [PDF]
, 2023 Shamshudin Tofik +3 more
openalex +1 more source
Consumer Repair Decision‐Making: A Systematic Literature Review and Future Research Agenda
International Journal of Consumer Studies, Volume 49, Issue 6, November 2025.ABSTRACT Repair is a vital consumer behaviour necessary to extend product lifespans and to achieve a circular economy. Despite its importance, past literature reviews do not offer a comprehensive overview of consumer repair decision‐making, as they focus on the repair of specific products, multiple circular behaviours, the act of repair, or limit the ...
Lucie K. Ozanne +1 more
wiley +1 more source
Service quality of DoT-accredited travel agencies in Lucena City, Philippines
Journal of Hospitality, Tourism & Cultural ResearchThe main purpose of this study was to assess the service quality of DOT-accredited travel agencies in Lucena City and to identify areas that required improvement to enhance customer satisfaction, thereby increasing their competitiveness and success.
Rommena D. Glory +3 more
doaj +1 more source
Integrating Kansei Engineering into Kano and SERVQUAL Model to Determine the Priorities of Service Improvement (Case Study: Café Agape at Ruteng, East Nusa Tenggara – Indonesia) [PDF]
, 2013 In order to improve service quality, a research framework of integrating Kansei Engineering into Kano and SERV-QUAL was deployed in Café Agape. SERVQUAL model is used to identify whether the provided service has been fulfill customer needs; whether ...
Budiyono, Sianny +2 more
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Applied AI Letters, Volume 6, Issue 3, October 2025.This study proposes an AI‐enhanced decision‐making framework that integrates sentiment analysis of customer reviews with q‐rung orthopair fuzzy MCDM to evaluate retailer performance. By analyzing 8,000 reviews from major U.S. retailers, the model bridges unstructured feedback and structured evaluation, offering actionable insights into service ...
Adem Pinar
wiley +1 more source
Establishing a student satisfaction index - A Malaysian case study [PDF]
, 2007 The paper provides an insight on student satisfaction in a higher education institution (HEI) within the context of a quasi-government environment.
Che Din, Rohayati +2 more
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