Conventional approaches to literature reviews tend to perform a meta-analysis of previous literature, based on a modernist, normal science paradigm. These reviews typically seek a ‘mythical centre’ based on synthesis and consensus. This is not always appropriate for research areas that have been characterised by heterogeneous and inconsistent studies. In this paper, we examine the discourse ass...

End-user computing technology has played an increasingly important role in assisting managers to make crucial decisions efficiently and effectively. The objective of this study is to develop an instrument that measures all the essential aspects of end-user computing satisfaction (EUCS), including service quality satisfaction as one of the key determinants of EUCS. Hence, the authors develop a c...

In recent years, internal services such as Information Technology (IT) have become quite critical in organisational control due to the enormous size of their expenditure. As a result, managers have faced growing pressure to measure the performance of IT departments. However, the applicability of traditional performance measures in an IT setting is at best questionable, and thus, there is an urg...

The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Re...

A cross-sectional study of patient satisfaction with care was conducted over a period of 1 year from March 2004 to March 2005 in a secondary-level hospital in a peri-urban area of Karachi, Pakistan. Using the SERVQUAL tool and exit interviews, data were collected quarterly from a total of 1533 patients. Results sharing and capacity-building workshops were arranged during the 4 phases of the sur...

This paper examines and measures the quality of services provided by private hospitals in Malaysia. Empirical research is used to determine patients’ expectations and perceptions of the quality of service, and a comprehensive scale adapted from SERVQUAL is empirically evaluated for its usefulness in the Malaysian hospital environment. Results based on testing the mean differences between expect...

the aim of this study is quantity determining and evaluating of the quality position of teaching and learningprocess. so, the artificial neural networks were used for modeling nonlinear relationships to inspect and evaluate different models of service quality evaluation. the statistical population include 1070 peoples, which were master and phd students of faculty of agriculture of ferdowsiuniv...

For measuring the usability of web-based services a checklist tool is developed. It presents a modification of SERVQUAL model for measuring service quality extended with usability dimensions. By this tool a quantitative usability index is determined. A case study with university student information system including 179 students is carried out. By a structural equation model the weighting coeffi...