As the global economy becomes a service oriented economy, food service accounts for over 20% of service revenue, with an annual growth rate of more than 3%. Compared to physical products, service features are invisible, and the production and sale occurs simultaneously. There is not easy to measure the performance of service. Therefore, the service quality of catering services is considered to ...

This paper presents the framework of higher education quality assessment. The estimates of education quality can be used by the chiefs of higher education establishments (HEE) to take management decisions. The suggested approach is based on SERVQUAL method, supposing that education quality is the quality of provided service. Within the elaborated framework students fill in the questionnaire, th...

The objective of this study was to analyze the satisfaction of the users of a private hospital in terms of a number of attributes of the services in units. This exploratory, descriptive study used a quantitative approach and was developed in a private hospital in the city of São Paulo. The casuistry consisted of 71 users and data collection was performed during the period from March to August 2...

Adding to the debate regarding use of the disconfirmation approach in assessment of IS effectiveness, this chapter explores the role that expectations play in defining stakeholders’ evaluations. A trial was conducted with a diverse group of participants in a tertiary institution where each was required to complete two questi nnaires that were derived from the SERVQUAL instrument. The first comp...

Over the past decade, SERVQUAL has emerged as perhaps the most emerged as perhaps the most popular standardized questionnaire to measure service quality. Despite numerous criticisms, popular standardized questionnaire to measure service quality. This study investigates the usefulness of the three-column format SERVQUAL proSERVQUAL continues to appeal to both academics and practitioners. Origina...

The main objective of this study is to present a framework developed for assisting Railways to monitor and control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of Indian Railways by developing SQM (Service Quality Management) model on the basis of SERVQUAL and Rail Transport quality. Three new dimensions (Service Product, Social Responsi...