As most data models, “Computing with words” uses a mix of methods to achieve its aims, including several measurement indices. In this paper we discuss some proposals for such indices in the context of rough set analysis and present some new ones. In the first part we investigate several classical approaches based on approximation quality and the drop of approximation quality when leaving out el...

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities foc...

1Health Systems Division, Department of Community Health Sciences, Aga Khan University, Karachi, Pakistan (Correspondence to B.T. Shaikh: babar. [email protected]). Received: 04/11/03; accepted: 08/03/04 ABSTRACT The health management information system (HMIS) is an instrument which could be used to improve patient satisfaction with health services by tracking certain dimensions of service quality. ...

background: in today's competitive world, organizations' survival and success depends on satisfying customer needs and ex­pec­tations. this is particularly important in health care sector where quality of service and customer relations are the key suc­cess factors. the purpose of this research was to determine whether there was a relationship between patient satisfaction and loyalty to the serv...

Nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. The attempts of organizations in this situation are witnesses to this matter. In the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. One of...

Customer satisfaction and retention is one of the key determinants to measure the quality of products or services and hence the organizational performance. Due to the growing importance of quality in our life, customers desire to enjoy a relatively better quality of products or availing superior quality services has been increased. Pakistan is the sixth highly populated country of the world and...

Healthcare sector of a country needs special attentions from the government as quality of healthcare provides hope and relief to the patients and their dependents. It also helps to maintain a healthy human capital that contributes in the development of the country. Now quality has become an icon for customers while availing any services or buying a product and it is also a strategic advantage f...

Students are direct receivers and participators for the higher education service, and their study activities would influence their perceptions and satisfactions to the educational quality. Through studying on the effects of students’ activities to their satisfactions, in this article, we will establish the college student satisfaction model according to the theoretical frames of ASCI and ECSI, ...

Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors test the following path model: ‘‘organizational responses (compensation, favorable employee behavior, and organizational procedures)! justice perceptions (distributive, interactional, and procedural justice) ! post-compla...

The purpose of this paper was to investigate expectations of students' perceptions of service quality and students' satisfaction, using both qualitative and quantitative research methods. The service quality model (SERVQUAL) was used in a higher education setting in XYZ University by determining the difference in opinion existed in students' expectations versus their actual exper...