Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF
نویسندگان
چکیده
منابع مشابه
Measuring Service Quality: SERVQUAL vs. SERVPERF Scales
Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...
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SERVPERF, the performance component of the Service Quality scale (SERVQUAL), has been shown to measure five underlying dimensions corresponding to Tangibles, Reliability, Responsiveness, Assurance, and Empathy (Parasuraman, Zeithaml, & Berry, 1988). This paper describes a validation study, employing four different datasets, of a shortened 15-item version of the SERVPERF scale to be called SERVP...
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این مطالعه در سال 1386-87 در آزمایشگاه و مزرعه پژوهشی دانشگاه صنعتی اصفهان به منظور تعیین مناسب ترین تیمار بذری و ارزیابی اثر پرایمینگ بر روی سه رقم گلرنگ تحت سه رژیم آبیاری انجام گرفت. برخی از مطالعات اثرات سودمند پرایمینگ بذر را بر روی گیاهان مختلف بررسی کرده اند اما در حال حاضر اطلاعات کمی در مورد خصوصیات مربوط به جوانه زنی، مراحل نموی، عملکرد و خصوصیات کمی و کیفی بذور تیمار شده ژنوتیپ های م...
Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions
Using a library information system in an engineering research environment, this paper investigates the service quality perceptions of professional information system users. This paper also examines the relationship between the relative importance allocated by the system’s users to each of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument) as measured by the p...
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Extranets for business-to-business information sharing and transaction handling are becoming increasingly common. Yet there is limited research into perceptions of service quality when using Extranets. This paper relates the literature on service quality to the developing literature on Extranets and describes the development and piloting of instruments to measure Extranet service quality from a...
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ژورنال
عنوان ژورنال: Journal of International Logistics and Trade
سال: 2013
ISSN: 1738-2122,2508-7592
DOI: 10.24006/jilt.2013.11.2.29