This work discusses an innovative methodology for deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational relationships. A House of Service Quality (HOSQ) matrix is built to extract the desired improvement in the service quality characteristics and to...

conclusions by studying the gap between perceptions and expectations of students from counseling services, we can provide the base for developing appropriate programs for the improvement of counseling services. results the result of this study showed that there were some differences between students’ perceptions and their expectations of counseling services quality (z = -12.91; p < 0.0001). the...

background: determining quality requirements and quality dimensions is one of the most reliable ways of providing high quality services. the objective of the present study was to investigate the association between quality requirements and quality dimensions according to the points of view of physicians, nurses, and patients. materials and methods: this descriptive study was carried out in hosp...

establishment of hospital accreditation programs is increasingly growing across numerous developing nations. such initiatives aim to improve quality of care. however, such establishments, mainly incentivized by successful and famous accreditation plans in developed countries, usually suffer from lack of necessary arrangements which, in turn, result in undesired consequences. indeed, the first p...

Background and Objectives: Angiography remains as the gold standard for the diagnosis of cardiovascular diseases (CVD). The aim of this study was to assess the quality of angiography services in Shahid Madani Hospital, Tabriz, Iran.   Methods: A cross-sectional study was conducted in 2013 in Shahid Madani Hospital. A sample of 203 CVD patients who had received angiography services was surveye...

Purpose – The main purpose of this study is to explore the relationship between total quality management (TQM) practices and service quality as well as the relationship between TQM practices and market orientation. Design/methodology/approach – Structured questionnaires were distributed to managers of 175 service organisations in the northern region of Malaysia; 101 were returned. Findings – Th...

1567-4223/$ see front matter 2010 Elsevier B.V. A doi:10.1016/j.elerap.2010.11.007 ⇑ Corresponding author. Tel.: +1 (315) 443 3498. E-mail addresses: [email protected] (M. B dartmouth.edu (A. Appari). E-service quality is crucial for differentiating e-commerce offers and gaining competitive advantage. Eservice quality risk is the risk that a firm’s e-service quality will drop, or improve, relati...

précis: this debate article highlights some questions from critics of qualitative research. planning for proper design, philosophical background, researcher as a research instrument in the study, trustworthiness and application of findings are main debates in this field. one of the issues that have been received little attention is report of qualitative inquiry. a qualified report can answer th...

for any organization sound marketing strategy and quality assurance play vital role in the growth of the organization. the price, quality and service, service centers, friendly attitude, discounts on sales, esthetics, store location and appearance, ease of operations, guarantees and warranties, adopting new ideas, and flexible payments terms were considered to study the perceptions of the respo...