This paper explores the development of an improved measure of class service quality (ClassQual) in a university environment. By specifically examining data collected from seventy-three Information Systems students at two large universities in the midwest and southern U.S, the significance of different aspects of the class service experience is highlighted. Results of the ClassQual instrument in...

<span lang="EN-US">E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number e-learning successes and future improvement efforts. Three research methodologies were used in this study measure, classify, translate service quality into process, namely SERVQUAL, Kano model, functional deployme...

Over the last decade there has been considerable research into the area of service quality. Service, however, as an intangible, perishable, and heterogenic transaction, is very difficult to quantify and measure, and little success has been reported on a systematic approach in modeling of quality of service transactions (with SERVQUAL and its derivatives as the notable exception). In this paper,...

The proliferation of socialized data offers an unprecedented opportunity for designing customer service measurement systems. In this paper we address the problem of adequately measuring service quality using socialized data. The theoretical basis for the study is the widely used SERVQUAL model. The analysis is based on a database of online reviews generated on the website of the leading price c...

The proliferation of socialized data offers an unprecedented opportunity for designing customer service measurement systems. We address the problem of adequately measuring service quality using socialized data. The theoretical basis for the study is the widely used SERVQUAL model and we leverage a dataset uniquely suited for the analysis: the full database of online reviews generated on the web...

Puskesmas Nawangan Pacitan merupakan salah satu puskemas yang terletak di daerah terpencil dan hanya memiliki tenaga kefarmasian. Minimnya kefarmasian puskesmas dapat mempengaruhi kualitas pelayanan Kualitas diberikan berdampak pada tingkat kepuasan pasien. Tujuan dari penelitian ini adalah untuk mengetahui pasien rawat jalan terhadap Nawangan, berdasarkan dimensi service quality ( servqual ). ...