Software testing has emerged as a distinct responsibility in software development. This paper argues that software testing should be conceptualized as a service rather than being viewed as a sequential line of responsibility in software development. Testing as a service has two key aspects: (1) a service to developers, and (2) a service to end users. This paper draws from the SERVQUAL and softw...

Service quality is widely taken as a driver of firms' marketing and financial performance. Evaluating service satisfaction is a multi-criterion decision problem which includes both qualitative and quantitative factors, and it needs more critical analysis. The aim of this paper is to identify and discuss some of the important and critical decision criteria for service satisfaction measurement ba...

Aim: Client perception was important to indicate points requiring interventions or adjustments and to permit refinement of the services offered. This study aimed to determine the perception of internal clients regarding the quality of the service after integrating these items into the system of electronic prescription. Methods: We applied a questionnaire elaborated based on the SERVQUAL about t...

Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer’s willingness to recommend a bank and their intention to remain with their main bank short-term (in the next six months) and long-term (from six months to five years). Design/methodology/approach – The study was based on a mail survey of 1,951 individua...

The Internet service sector is characterized as extremely competitive, so providers have to seek offer high-quality services customers. This study aimed at measuring the gap between expectations and perceptions of customers about quality in Jordan. Data was gathered by surveying 405 Amman (Jordan) using snowball sampling technique through social media. To reveal quality, questionnaire contained...

The purpose of this research paper is to determine the service quality of luxury hotels in Odisha using the SERVQUAL approach. The delivery of high quality services is one of the most important and most difficult tasks that any service organization faces due to its unique characteristics such as intangibility, perishability, heterogeneity and inseparability. Service quality is the degree and di...

This research tests the creation and sustainability of customer value by net enabled enterprises employing customer centric IT systems. Internet based advanced information technologies have moved IT systems beyond the realm of production and operational processes into more customer interfacing functions and these systems have very different dynamics. While empirical research in IS has tested th...

Information and communication technology is progressively evolving around the world. Organizations and providers of online services, have to keep up with technological advancements when providing services and meet the redoubling expectations of its customers. At a global level there is wider adoption of e-government, a term coined in the recent past to describe the methodology that implements t...