results the results showed that the means of patients' expectations were more than their perceptions of the quality of provided services in all dimensions, which indicated that there were gaps in all dimensions. the highest and lowest means of negative gaps were related to empathy (-0.52 ± 0.48) and tangibility (-0.29 ± 0.51). in addition, among the studied patients' demographic characteristics...

Introduction: Medical tourism is a main source of national income. Thus, evaluating the viewpoints of medical tourists about the quality of service provided by healthcare centers may be useful in planning to develop this industry. The present study aimed to measure the gap between medical tourists' expectations and perceptions of the quality of service offered by the hospitals ...

understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. this study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. service quality and customer satisfaction were measured by multiple dimensions. a research model was deve...

UNLABELLED This study investigates patients' expectations and perceptions of service quality in public dental health care and measures their "satisfaction gap." This descriptive study involved 481 dental outpatients in Kelantan, Malaysia. A modified SERVQUAL 20-item instrument was used to assess patients' expectations before and perceptions after receiving dental treatment. The "satisfaction ga...

patient satisfaction is one of the sensitive indicators in determining the effectiveness of service rendered in hospitals. the study focus on comparing the health care services of  two cardiology based corporate hospitals in hyderabad, andhra pradesh, india. the data for the study was collected through a questionnaire consisting of two sections. an attempt has been made to elicit the informatio...

This study examines the dimensions of web service quality based on e-customer’s expectations and perceptions. We develop operationalized web service quality constructs, and analyze their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service convenience. A...

The relationship of employee job satisfaction with customer service quality evaluation and customer loyalty is studied. A study of the UK financial services industry finds that, contrary to previous research, employee job satisfaction does not affect customers’ perceptions of service quality; but there is a relationship between job satisfaction and one measure of customer loyalty repurchase int...

Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a sing...