To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure identify critical points of business. In this paper, an original integrated model for measuring the service reverse logistics (RL) was developed company Komunalac Tesli?, which used as example. The Delphi Full Consistency Method (FUCOM) applied determine...

This study is motivated by, and proceeds from, a central interest in the importance of evaluating IS service quality and adopts the IS ZOT SERVQUAL instrument (Kettinger & Lee, 2005) as its core theory base. This study conceptualises IS service quality as a multidimensional formative construct and seeks to answer the main research questions: “Is the IS service quality construct valid as a 1 st ...

In this article, the results of a modified SERVQUAL questionnaire (Parasuraman et al., 1991) are reported. The modifications consisted in substituting questionnaire items particularly suited to a specific service (banking) and context (county of Girona, Spain) for the original rather general and abstract items. These modifications led to more interpretable factors which accounted for a higher p...

Bicycle sharing is an effective way to solve the problem of residents’ last mile travel. Based on SERVQUAL model. Build a service quality evaluation index system and model for shared bicycles. Taking Harbin’s bicycle as example, quantitative bicycles was carried out, existing problems were identified targeted improvement strategies proposed. The research results can provide scientific basis imp...