Methods Using a modified version of the SERVQUAL questionnaire, participants were asked to assign a score to each of 10 service quality factors (SQFs) on a 5 point Likert scale to indicate (i) how important they considered each SQF in relation to their attendance at the clinic & (ii) their actual experience that day. Participants were also invited to describe anything they found particularly sa...

The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those coiicerns are questionable, they offer a set of research directions for addressing unresolved issues and a...

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.

SERVQUAL model, Private secondary schools, Student satisfaction, Service quality ABSTRACT The proposed study analyses the service quality levels of private secondary school education in Sri Lanka from the perspective of students. The aim of the research is to study service quality levels offered in private secondary schools to improve the quality of education levels in Sri Lanka. For this purpo...

BACKGROUND Treatment of drug addicts is one of the main strategies of drug control in Iran. Client satisfaction strongly influences the success of any treatment program. This study aimed to explore the difference between customer expectations and perceptions in drug addiction treatment centers of Kerman, Iran, using SERVQUAL model. METHODS Using a cross-sectional design 260 clients referring ...

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...

BACKGROUND LASIK is the use of excimer lasers to treat therapeutic and refractive visual disorders, ranging from superficial scars to nearsightedness (myopia), and from astigmatism to farsightedness (hyperopia). The purposes of this study are to checking the applicability and psychometric properties of the SERVQUAL on Lasik surgery population. Second, use SEM methods to investigate the loyalty,...

This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution ...

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...