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 proliferation of socialized data offers an unprecedented opportunity for designing customer service measurement systems. In this paper we address the problem of adequately measuring service quality using socialized data. The theoretical basis for the study is the widely used SERVQUAL model. The analysis is based on a database of online reviews generated on the website of the leading price c...

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...

With the increasing number of ancient cities and towns in China fierce competition operating environment, managers scenic spots are aware need to maintain high standards service quality order survive. This study uses SERVQUAL model, modified as Ancient Town Tourism Service Quality Model, measure gap between perceived expected tourists context town areas. The Qingzhou City Scenic Area is used a ...

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...

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...

For measuring the usability of web-based services a checklist tool is developed. It presents a modification of SERVQUAL model for measuring service quality extended with usability dimensions. By this tool a quantitative usability index is determined. A case study with university student information system including 179 students is carried out. By a structural equation model the weighting coeffi...