PURPOSE This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. DESIGN/METHODOLOGY/APPROACH The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis t...

Using SERVQUAL, IS service quality was measured twice, at a one year interval, in a large accounting auid information management consulting firm. After the first measurement, IS management used the , results to initiate several actions to improve service quality. The second measurement indicated that service quality improved. The managerial actions that preceded the increase in service quality ...

The assessment of service quality provides an important feedback for libraries to assess and improve its services to its users. This paper reports the use of an adapted SERVQUAL instrument to measure the service quality of a special library (a statutory board library). The SERVQUAL instrument, developed by marketing researchers based on the Gap Model, states that the service shortfalls experien...

abstract background: quality of care is of great importance in health services as these services have the important mission to preserve health, and to give care to the society. the present study aimed to investigate the quality of midwifery services from the viewpoint of the clients, under coverage of health care centers in isfahan, through servqual model. materials and methods: this descriptiv...

No ensino superior um parâmetro avaliado é a qualidade dos serviços. Uma ferramenta recorrentemente utilizada na avaliação de serviços no SERVQUAL. Este estudo visa identificar como SERVQUAL acionada para nas instituições acordo com as publicações do quinquênio 2014-2019 da biblioteca eletrônica SPELL, fim se satisfaz necessidades e possibilita obtenção dados confiáveis. Para tanto, buscou-se a...

This paper explores the development of an improved measure of class service quality (ClassQual) in a university environment. By specifically examining data collected from seventy-three Information Systems students at two large universities in the midwest and southern U.S, the significance of different aspects of the class service experience is highlighted. Results of the ClassQual instrument in...

Service quality delivered by travel agents in Northern Cyprus was examined using a SERVQUAL scale. The translated instrument was purified using an item-categorisation technique and administered to 337 current users of travel agents in the region. Expectations and performance (SERVPERF) scores indicated that respondents were concerned most with the efficiency and least with the personalisation o...

The expectation norm of Information Systems SERVQUAL has been challenged on both conceptual and empirical grounds, drawing into question the instrument’s practical value. To address the criticism that the original IS SERVQUAL’s expectation measure is ambiguous, we test a new set of scales that posits that service expectations exist at two levels that IS customers use as a basis to assess IS ser...

Information literacy is seen as a key competency in working and everyday life. For library and information science (LIS) students information literacy is a core competency and taught in many LIS university programs. One challenge herewith is to mediate these skills in the best way. This paper tries to answer the question, how students cope with different learning methods and to which extent the...