Due to the increasing service component of information technology, service quality measurement has become increasingly important for IS practitioners as they attempt to increase service quality to customers. The measurement of service quality in IS evolved from the research done in the marketing literature. The SERVQUAL instrument has evolved to become the most commonly used measurement instrum...

This study aims to compare customer perceptions about service quality of real estate brokerage firms in Thailand and Taiwan by using Parasuraman’s SERVQUAL scale. The results indicated that: (1) all five dimensions of SERVQUAL scale have significant impacts on consumer perception in both countries; (2) the five dimensions’ weight ranking order is not the same in both countries; and (3) There wa...

the position of financial organization would be increasingly decisive in the next decade in view of the frightening competition. with the increasing number of businesses and growing competitions today, each organization wants to be the customer’s first choice and try to satisfy them for getting loyalty for their future endurance in the market.  however, it is open to ask whether the organizatio...

assessing quality of family health services in view points of service users in urmia health posts   nabilou b[1],farokh eslamlou hr[2]*   received: 1 may , 2013 accepted: 2 jul , 2013   abstract background & aims:  community health largely depend on the primary health care sector of each country and primary healthcare including family health, as first contact services have basic role in health ...

Background and Objectives: Recently medical tourism as a new form of tourism has gained great popularity among the countries and a relatively large part of the world income is devoted to it. Since the high quality of service in the medical tourists' viewpoint has been a key factor in attracting and retaining them, the present study aimed to demonstrate which variables ...

the aims of this paper are to measure the brand equity of e-banking services, and to improve the conceptualization of customer-based e-service brand equity. a pilot and a main study were conducted. the findings in this study support the model of customer-based brand equity in e-service. a pilot and a main study were conducted. this study used a sample of 130e-banking customers. from the interre...

in the current competitive market, ‘service quality’ management is the key to survival and success of businesses. there exists a variety of definitions of the term ‘service quality’ in the literature and referring to the existing definitions, a variety of scales have been developed for measuring service quality. amongst the others, ‘servqual’ is the popular service quality measurement scales (s...

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...