With the rapid penetration of mobile Internet, the use of LBS has gradually become a mainstream in China EBusiness. Considering all factors affecting the quality of LBS, an improved SERVQUAL model and a correspondent LBS quality evaluation index system was set up. After analyzing some Chinese LBS service platforms (WeChat, Sina Weibo, Diangping etc.), we have found that the two traditional dime...

This paper proposes a data envelopment analysis (DEA) approach to measurement and benchmarking of service quality. Dealing with measurement of overall service quality of multiple units with SERVPERF as multiple-criteria decision-making (MCDM), the proposed approach utilizes DEA, in particular, the pure output model without inputs. The five dimensions of SERVPERF are considered as outputs of the...

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in developed countries, improvement has been made in service providing industries along with the improvements made in quality assurance and management skills and systems in the domain of manufacturing industries. unfortunately, in developing countries, primary needs have led these countries to focus their attention illogically and solely on production and they disregard the quality of services....

includes research articles that focus on the analysis and resolution of managerial and academic issues based on analytical and empirical or case research Executive Summary KEY WORDS Service Quality Cellular Mobile Services Exploratory Factor Analysis Confirmatory Factor Analysis Competitiveness With the liberalization and internationalization in telecommunication, service quality has become an ...

Nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. This has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ prosocial behaviors in service delivery process. Reasonably, one of the best strategies to encourage customers toward these behaviors is s...