.............................................................................................. IV ACKNOWLEDGEMENTS ..................................................................... VI LIST OF PUBLICATIONS ........................................................................ X ABBREVIATIONS ................................................................................... XI BACKGROUND ....

Despite the need to better understand how customers of Software-as-a-Service (SaaS) solutions perceive the quality of these software services and how these perceptions influence SaaS adoption and use, there is no extant measure that comprehensively captures service quality evaluations in SaaS. Based on previous SERVQUAL and SaaS literature, field interviews and focus groups, a card-sorting exer...

Customer satisfaction and retention is one of the key determinants to measure the quality of products or services and hence the Indian Railway 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. India is the Second highly populated country of the world and i...

There is demand for subjective metrics in spoken dialogue system evaluation. SERVQUAL is a service quality evaluation method developed by marketing academics. It produces a subjective measure of the gap between expectations and perceptions in five service quality dimensions common for all services. We present how the method was applied to spoken dialogue system evaluation. In order to improve t...

Customer satisfaction is an important parameter of a hospital as a service organization. In this study, taking into account that service quality as a parameter that influences customer satisfaction; is in connection with performance indicators. The dimensions of service quality and performance indicators in Saadi hospital; Isfahan city; Iran; were prioritized using Analytic Network Process and ...

Pada era kemajuan teknologi saat ini, semua kegiatan sehari-hari mengalami perubahan, yang pada awalnya bersifat manual menjadi digital. Saat aktivitas didominasi menggunakan aplikasi mobile seperti contohnya, sistem transaksi pembayaran dilakukan secara DANA adalah salah satu e-wallet sangat banyak dipakai oleh orang-orang sekarang ini. Tujuan dari penelitian ini untuk mengetahui tingkat kepua...

For companies in the service sector, especially REF Barbershop, quality improvement and processes must be customer oriented. To improve of at a analysis method is needed. An effective to combine Service Quality (SERVQUAL) which integrated with Function Deployment (QFD) using House Of Model. The application SERVQUAL identify strengths or advantages industry, while QFD guarantees that services wi...

background and purpose   methods   results   conclusion:   key words   journal of medical education fall 2006; 10(1); 3-10 : q uality g ap , e ducational s ervices , s tudent , b andar a bbas negative quality gap means students’ expectations are more than their perceptions. so improvements are needed across all of the five dimensions. : the results demonstrated that in all of the five servqual ...