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...

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...

The main purpose of this work is to represent an alternative effective model for measuring the quality of healthcare (SERVQUAL) considering the geographical location of the under examination healthcare sectors. Based on that consideration, a new modeling is taking place introducing a spatial interaction between neighboring regions (spatial-SERVQUAL model). New directions are analyzed implementi...

This paper provides a better understanding of the impact of e-quality on customer satisfaction which leads to the retention of loyal customers to airline e-ticketing websites. In this paper website quality is divided into three levels including: “website performance”, “website information” and “website online service”. Three sets of E-SERVQUAL criteria are chosen following a review of prior air...

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...

Purpose: Healthcare organizations operating in the public sector are experiencing increasingly low trust on the part of the patients in terms of the quality of care provided. Today people hoping to receive high service quality tend to prefer private hospitals or even travel abroad. Thus, National Health System Hospitals are undergoing pressure from governments and the general public to improve ...

The purpose of this study is to examine the link between service quality dimensions and knowledge sharing. Data were collected through a survey in a faculty of business of a private university in Malaysia. The SERVQUAL model was used to evaluate the service quality dimensions in association of knowledge sharing in which the study conducted with data gathered from 300 students which constitute a...