This paper responds to the research note in this issue by Van Dyke et aL concerning the use of SERVQUAL, an instrument to measure 1Robert Zmud was the accepting senior editor for this paper.

Extranets for business-to-business information sharing and transaction handling are becoming increasingly common. Yet there is limited research into perceptions of service quality when using Extranets. This paper relates the literature on service quality to the developing literature on Extranets and describes the development and piloting of instruments to measure Extranet service quality from a...

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...

Important marketing scales such as SERVQUAL are often adapted for use in a particular applied/theory-testing context and/or refined using some statistical method, assuming the resultant scale will have improved psychometric properties for a particular application. However, little attention has been paid to the consequences of how scale modifications are made, the criteria that are used to asses...

The SERVQUAL scale has been used to measure the quality of IT service experienced by business customers. Recent research has extended the IT service quality research by studying the other half of the server-customer relationship, i.e., the IT department (Jia and Reich, ICIS 2005). Building from organizational climate theories, a new construct, IT Service Climate, has been proposed as an anteced...

Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) ...

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...