40 Abstract— This study tries to identify the most important dimension and to examine the level of service quality, expectation and perception of the external customers towards the Malaysian public services. Ten SERVQUAL instrument was distributed to each 300 public organizations throughout Malaysia. From 992 copies of usable questionnaire, the overall service quality is quite good. It is found...

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...

Today, training has become a common activity in all enterprises in order to enrich four important components of their business environment such as technology, quality improvement, product development and customer satisfaction. The most important goal of the training is to inculcate the essential skills, which are required for employees to improve the productivity and thereby enhancing the aware...

A community development association (CDA) has been established in every village or neighborhood in Taiwan. The purpose of CDAs is to enhance residents’ living quality. The services provided by CDAs should fulfill and even exceed residents’ expectations, and the performance of these services should be approved by the residents. When their expectations are not met, residents become dissatisfied w...

Asal usul SERVQUAL Instrumen ini awalnya dibangun oleh para peneliti di bidang pemasaran untuk mengukur kualitas pelayanan secara umum, karena pada saat itu kualitas pelayanan menjadi salah satu fokus ayng sering dibahas dalam pemasaran. Instrumen ini diperkenalkan oleh Zeithaml, Parasuraman & Berry dalam buku mereka yang berjudul Delivering Quality Service; Balancing Customer Perceptions and E...

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,...

BACKGROUND Chronic kidney disease (CKD) is a serious public health problem in Taiwan and the world. The most effective, affordable treatments involve early prevention/detection/intervention, requiring screening. Successfully implementing CKD programs requires good patient participation, affected by patient perceptions of screening service quality. Service quality improvements can help make such...

The goal of this study is to determine the influence e-servqual on customer e-satisfaction. took a case in state-owned bank that has been applied digital service. It focused unit located Semarang and used purposive sampling for selecting respondents who use bank’s service particularly BRIMO, QRIS, Brizzi, SMS Banking. data from 120 customers was gathered using questionnaire analyzed multiple re...

Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...