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 ...

Service quality is crucial in retaining customers in both online and traditional stores. However, measuring online service quality is hampered because of the unique aspects of online service quality that are not part of the widely used service quality instrument, SERVQUAL. Identifying these dimensions and assessing their relative importance is the objective of this study. New service dimensions...

PURPOSE To identify the perception of the ophthalmic service quality provided for outpatients of the public healthcare system as well as to detect which actions should be considered necessary and priority in order to improve its quality. METHODS A quantitative descriptive study was carried out on 100 outpatients of the public healthcare system which were submitted to ophthalmic tests at Funda...

Service quality in the tourism industry receives increasing attention in the literature and yet confusion still exists as to which measure offers the greatest validity. The two main research instruments are Importance Performance Analysis (IPA) and SERVQUAL. However, both measures have been questioned and research has introduced measures that multiply SERVQUAL by Importance, as well a measure o...

Although it is habitual to measure human perceptions with quite accurate instruments, perceptions are characterized by uncertainty and fuzziness. Furthermore, variations in individual perceptions and personality mean that the same words can indicate very different perceptions. In this context, the fuzzy linguistic approach seems to be an appropriate framework for modeling information. In this p...

With rapid growth of the Internet and the globalization of market, companies accepted and adopted the new information and communication technology to offer e-services to their customers. This paper addresses e-service quality issue in the electronic marketplace. The purpose of this paper is to extend what are the main service quality dimensions in the realm of e-service. The paper explores e-se...

Due to the unique nature among the service industries, the overriding objective of the healthcare sector is to provide error free, impeccable services to their patients and clientele. It is not an option rather a norm for the healthcare sector to uphold and maintain the level of service that is quintessential and benchmark in the service industries. However, service quality has different meanin...

A Many crucial aspects of service management are multifaceted. However, the traditional approach to measuring complex dimensions such as service quality clearly is inadequate. Essentially, this study integrated the five dimensions of SERVQUAL and adopted a fuzzy set theory based research design. The five dimensions of SERVQUAL were tested for five hospitals using Fuzzy set theory to clar...

The competitive state of the Chinese higher education industry is set to intensify over the forthcoming years. Where previously institutions may have been able to obtain high returns for relatively little effort, the future most certainly will be tougher. In response, an ‘action research’ process is adopted initially using a modified SERVQUAL instrument to investigate expectations and perceptio...