In recognition of the expanding role of the web as a channel of conducting business, vast investments in web technologies have been witnessed. Using web technologies and their applications enables firms reaching more customers, trading with customers and offering them a smooth purchase transaction. However, firms cannot realize returns on their investments, unless they are offering superior web...

Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted...

Introduction: Medical tourism is a main source of national income. Thus, evaluating the viewpoints of medical tourists about the quality of service provided by healthcare centers may be useful in planning to develop this industry. The present study aimed to measure the gap between medical tourists' expectations and perceptions of the quality of service offered by the hospitals ...

This paper is motivated by the need to provide the Information Systems (IS) function with a model of service quality that is theoretically sound and conceptually complete. At present, no such model exists. This means IS researchers and practitioners are forced to use models, and associated measures, developed in other disciplines. One such measure, SERVQUAL, is commonly used although it has bee...

The research aims to measure the customers' perception of quality provided by information systems services in manufacturing organization in Riyadh. Based on a comprehensive literature review, the theoretical framework was developed utilizing a well known service quality measurement model called "SERVQUAL". A modified version of SERVQUAL measurement called "SERVPERF" was adopted in this paper fo...

Healthcare is one of India’s largest sectors, in terms of revenue and employment, and one can well witness the sector to expand rapidly. With the fast growing purchasing power, Indian patients are willing to pay more to avail health care services of international standard. In the era of globalization and heightened competition, it has been observed that delivery of quality service is imperative...

With the rapid development of electronic commerce, the public demand for express delivery is increasing, however, there are still lack of service quality and high service complaint ratein the process of rapid development. Based on the SERVQUAL model, this paper analyzes the current situation of the whole express service industry quality, From five aspects: tangibles, reliability, responsiveness...

This study proposes quality measurement attributes for Application Service Quality Indicator (ASQI) to measure the quality of application software in the operation stage using the KJ technique and by reviewing some existing methodologies, such as ISO 25000 quality standard, BSC, EA PRM, SERVQUAL, and SLA. As during operational stages software quality is defined variedly in terms of software, ma...

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...