The assessment of website quality is considered as a problem of measuring user satisfaction, in order to analyse user perceptions and preferences. The presented pilot user satisfaction survey concerns the major cellular phone service providers in Greece. The analysis is based on a multicriteria preference disaggregation approach for satisfaction benchmarking analysis and consists of the followi...

For the last two decades, the healthcare industry has gone through changes in healthcare service deliveries. These changes are a response to: higher service expectations from patients, ever-advancing technology, greater access to health information through the internet and the digital media, and a holistic approach to health and well-being concerns (Francis, 2010). In this competitive healthcar...

The need for the assessment of patient satisfaction with specialized epilepsy services has been recognized for a number of years, in order to complement the management and medical benefits already demonstrated. We report a detailed study of patient satisfaction with the services provided in a specialised epilepsy assessment unit in the U.K. Patients were interviewed to assess their perceptions ...

Asians and Hispanics are perceived by many restaurant servers as poor tippers. This study tests the validity of those perceptions using data from a large restaurant chain’s online customer satisfaction survey. Findings partially support servers’ perceptions – Hispanics but not Asians tipped less on average than Whites after controlling for bill size, the customer’s own ratings of service qualit...

This study examines elderly and advanced elderly inpatients' perceptions of acute care service quality, prioritises opportunities for quality improvement, and assesses variation in patients' satisfaction with care. Psychometrically-validated postal questionnaires were sent to random samplings of patients discharged from the US acute care facilities in 2002 (n = 2,057,164). Quality improvement p...

Despite extensive research on service quality and its consequences, there is still a lack of empirical research examining these variables in the context of resort hotels. In fi lling the gap, this study aims to assess service quality as determinant of customer satisfaction and resulting behavioural intentions in the context of Malaysian resort hotels. Based on the literature review, this study ...

BACKGROUND LASIK is the use of excimer lasers to treat therapeutic and refractive visual disorders, ranging from superficial scars to nearsightedness (myopia), and from astigmatism to farsightedness (hyperopia). The purposes of this study are to checking the applicability and psychometric properties of the SERVQUAL on Lasik surgery population. Second, use SEM methods to investigate the loyalty,...