Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted...

-------------------------------------------------------------------------------------------------------------Research studies pertaining to the assessment of patient satisfaction have been voluminous, depicting areas of hospital services improvement. Many of them are customized for certain types of hospitals as they are varied in nature, ownership, specialty and so on. However, SERVQUAL approac...

With electronic government (e-government) gaining prominence across the globe as a means for effective service delivery to the citizens, there is an increasing interest in examining its service quality dimensions. Yet, there is limited empirical research on the impact of the SERVQUAL gap (the gap between perceived service quality and expected service quality) on user satisfaction with e-governm...

This study aims to compare customer perceptions about service quality of real estate brokerage firms in Thailand and Taiwan by using Parasuraman’s SERVQUAL scale. The results indicated that: (1) all five dimensions of SERVQUAL scale have significant impacts on consumer perception in both countries; (2) the five dimensions’ weight ranking order is not the same in both countries; and (3) There wa...

This paper describes an ongoing study into the quality of service provided by the Irish Revenue Commisioners’ on-line tax filing and collection system. The Irish Revenue On-Line Service (ROS) site has won several awards. In this study, a version of the widely used SERVQUAL measuring instrument, adapted for use with on-line services, has been modified for the specific case of ROS. The theory beh...

Services should be directed towards meeting the actual and potential requirements of customers with maximum efficiency, especially under increased competition. It is therefore necessary to focus on the knowledge and anticipation of market requirements, to adjust the services’ supply to meet the current and future needs of customers. Considering these aspects, the research conducted through the ...

Using the SERVQUAL model, this study attempts to examine the impact of service quality dimensions on customer satisfaction. A total of 225 current users of a GSM provider participated in this study. Gap Analysis was used to determine the perceived and expected satisfaction level on each of the service quality dimensions and regression analysis was conducted to test the relationship between the ...

The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsat...

With the rapid development of electronic commerce, the public demand for express delivery is increasing, however, there are still lack of service quality and high service complaint ratein the process of rapid development. Based on the SERVQUAL model, this paper analyzes the current situation of the whole express service industry quality, From five aspects: tangibles, reliability, responsiveness...

Using a library information system in an engineering research environment, this paper investigates the service quality perceptions of professional information system users. This paper also examines the relationship between the relative importance allocated by the system’s users to each of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument) as measured by the p...