The research attempts to understand the Indian customers’ perceptions towards the service quality of multinational banks. There have been several studies to understand the service quality in the banking sector. With liberalisation policies initiated by the Indian Government, the multinational banks have been making investments in the country. To be successful in the country, they would have to ...

The research aims to measure the customers' perception of quality provided by information systems services in manufacturing organization in Riyadh. Based on a comprehensive literature review, the theoretical framework was developed utilizing a well known service quality measurement model called "SERVQUAL". A modified version of SERVQUAL measurement called "SERVPERF" was adopted in this paper fo...

While SERVQUAL is the most extensively used measurements of service quality among industries nowadays and its five-dimension measured factors are investigated with respect to the customers’ reaction, E-SERVQUAL thus is developed amid traditional service industries to cope with the internet markets. Both two models use measured data based upon after purchased instead of prepurchased which is con...

the aim of this research is to consider the quality of services provided by kerman telecommunication company (ktc) from different perspective in order to keep and attract clients. in this research, the quality of services by kerman province telecommunication company in different parts such as: phone, mobile phone, data service and also the quality of presented services by serving offices due to...

The role of service quality has become critical to the success of organizations. Therefore, it is important to use a reliable instrument to measure information service quality. SERVQUAL is a popular instrument for doing this, but, though widely used, it has been criticized for its reliability and validity. Use of the performance measures from SERVQUAL to form SERVPERF has addressed some of thes...

In this research note, we join the debate between Van Dyke, Kappelman, and Prybutok and Pitt, Watson, and Kavan pertaining to the conceptual and empirical relevance of SERVQUAL as a measure of IS service quality. Adopting argurnents from marketing, Van Dyke et al. (1997) question the SERVQUAL gap measurement approach, the interpretation and operationalization of the SERVQUAL expectation constru...

BACKGROUND Higher education is growing fast and every day it becomes more and more exposed to globalization processes. The aim of this study was to determine the quality gap of educational services by using a modified SERVQUAL instrument among students in Hormozgan University of Medical Sciences. METHODS A cross-sectional study was carried out at Hormozgan University of Medical Sciences in 20...

A recent MIS Quarterly article rightfully points out that service is an important part of the role of the information systems (IS) department and that most IS assessment measures have a product orientation (Pitt et al. 1995). The article went on to suggest the use of an /S-contextmodified version of the SERVQUAL instrument to assess the quality of the services supplied by an information service...

Higher education is growing fast and every day it becomes more and more exposed to globalization processes. The aim of this study was to determine the quality gap of educational services by using a originally SERVQUAL instrument among students in Faculty of Law Osijek. In this study, a total of 479 students were selected randomly and asked to complete a questionnaire that was designed according...