E-tourism has evolved as a mainstay business for tourist service providers. It plays an integral role in the dissemination of information and influencing consumer’s preferences and satisfaction. The purpose of this study is to identify the dimensions of service quality perceptions of consumers in e-tourism in the Indian context. It also aims to understand the relative impact of these service qu...

Nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. This has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ prosocial behaviors in service delivery process. Reasonably, one of the best strategies to encourage customers toward these behaviors is s...

purpose: to provide a model for measuring the services quality from the views of student as the main customer in e-learning institutions with regard to the special features of this university and e-learning approach. methods: in this study, after reviewing the literature on service quality in different areas, 42 main factors affecting the quality of e-universities service has been extracted and...

Customer complaints are related to the experienced quality of a product or service. If product quality is unobservable ex ante, customer complaints may be driven by expectations as well as by the actually experienced quality. I test different hypotheses about the effects of actual quality and of expected quality on customer complaints in the U.S. airline industry. I find that there are fewer co...

Customer complaints are related to the actual quality of a product or service. If product quality is unobservable ex ante consumers base their purchasing decision on the expected quality. Then, deviations of actual quality from expected quality may determine decisions to submit customer complaints. I test different hypotheses about the effect of actual quality, expected quality, and the differe...

In a competitive telecommunication market where price differentials have been minimized, quality of service (QoS) has become very important. Speech quality is a major dimension of perceived QoS, and the ability to monitor and design for this quality is a top priority. Traditionally, the perceived quality of speech has been measured by expensive and time-consuming subjective listening tests. Ove...

By providing the technological infrastructure, small and medium-sized companies are trying to use technology to provide customer satisfaction and gain profit more. In this context, this study examines the role of website quality among small and medium enterprises. In this study, a content analysis of over 35 international studies, 27 of the key variables were identified in five main categories....

The significant and sustained growth in services worldwide prompts IS researchers to give special attention to service and service concepts as core aspects of the IS field. This study proposes that ‘viewing systems as services’ is critical to extend the focus of technology-business alignment in service science research. The study evaluates the influence of mHealth service quality on satisfactio...