The purpose of the study is to examine customers’ perceptions of service quality in the Croatian hotel industry. The aim is to assess the perceived service quality of hotel attributes and to determine the factor structure of service quality perception. A modified servqual scale was used to assess service quality perceptions from the perspective of domestic and international tourists. Data were ...

Service quality is an elusive and abstract construct to measure, and extra actual medical outcome (O’Connor, Shewchuk, and Carney, 1994). A series of services marketing research, however, has effort is required to establish a valid measure. This study investigates the looked at the relationship between the services expected and psychometric properties of three different measurements of health-c...

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...

information & communication technology(ict) is regarded as a means to rural sustainable development in order to reduce poverty, bridge the digital divide and prevent the migration of people from rural areas to cities. to achieve these goals and to deliver governmental services and other essential services needed by rural communities, ten thousand rural ict centers with an investment of $ 280 mi...

Over the last decade there has been considerable research into the area of service quality. Service, however, as an intangible, perishable, and heterogenic transaction, is very difficult to quantify and measure, and little success has been reported on a systematic approach in modeling of quality of service transactions (with SERVQUAL and its derivatives as the notable exception). In this paper,...

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...