Search results for " service quality"
showing 10 items of 19 documents
Public versus private transportation choice. A regional survey on needs and perceived quality
2009
Qualitat del servei i sabotatge dels empleats: relacions amb la satisfacció i les intencions de comportament dels clients
2019
espanolEn el presente estudio se analizan las relaciones de la calidad de servicio y de los comportamientos de sabotaje de los empleados hacia los clientes, con la satisfaccion y las intenciones de comportamiento de 90 clientes de una organizacion de servicios de la Comunidad Valenciana. Los resultados indican la existencia de diferentes relaciones entre las dos dimensiones de calidad de servicio (funcional y relacional) y los comportamientos de sabotaje de los empleados, por un lado, y las respuestas de los usuarios (satisfaccion, intenciones positivas hacia la organizacion e intencion negativa de advertir a otros clientes sobre la mala calidad del servicio), por otra. Finalmente se reflex…
How does information technology-based service degradation influence consumers’ use of services? : An information technology-based service degradation…
2020
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedia…
Service quality benchmarking via a novel approach based on fuzzy ELECTRE III and IPA: an empirical case involving the Italian public healthcare conte…
2017
A novel fuzzy-based approach which combines ELECTRE III along with the Importance-Performance Analysis (IPA) is proposed in the present work to comparatively evaluate the service quality in the public healthcare context. Specifically, ELECTRE III is firstly considered to compare the service performance of examined hospitals in a noncompensatory manner. Afterwards, IPA is employed to support the service quality management to point out improvement needs and their priorities. The proposed approach also incorporates features of the Fuzzy Set Theory so as to address the possible uncertainty, subjectivity and vagueness of involved experts in evaluating the service quality. The model is applied to…
Benchmarking of airports service quality by a new fuzzy MCDM approach
2015
Recent approaches to the service quality evaluation problem are focused on the employment of multi-criteria decisionmaking (MCDM) procedures, since processes related to service quality evaluation presentmeaningful communality elements to MCDM ones. Based on such assumption, in the present paper a new fuzzy MCDMapproach is developed tocomparatively evaluate passenger service quality of the international airports inSicily (Italy). In particular, by incorporating the respondents confidence level and degree of optimism on fuzzy assessments, quality scores of main airport service criteria are estimated, whereas ELECTRE multi criteria decision support methodis proposed to point out theservices qu…
How does information technology– based service degradation influence consumers’ use of services? An information technology–based service degradation …
2019
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedi…
Prioritization of students’ needs for education service design and development by embedding AHP and fuzzy set theory: A case study
2015
Student satisfaction represents a strategic factor for many universities towards increasing competition concerning students recruitment. Thus, nowadays many universities take into account typical customer-oriented industry’s approaches for the education service design and development. In such a condition, prioritization of students’ needs represents a crucial step to appropriately adopt these approaches. This paper proposes an effective way to evaluate importance of students’ needs based on the Analytic Hierarchy Process (AHP) method, in which linguistic variables are parameterized by means of triangular fuzzy numbers, to deal with uncertainty, subjectivity and vagueness. Finally, a case st…
Applying a Dynamic Performance Management Framework to Wicked Issues: How Coproduction Helps to Transform Young People's Services in Surrey County Co…
2017
This article explores how a dynamic performance management (DPM) approach can give policy makers a more integrated, time-related understanding of how to address wicked problems successfully. The article highlights how an outcome-based approach to solving wicked policy problems has to balance three very contrasting objectives of stakeholders in the policy making process-improving service quality, improving quality of life outcomes and improving conformity to the principles of public governance. Simultaneous achievement of these three objectives may not be feasible, as they may form an interactive dynamic system. However the balancing act between them may be achieved by the use of DPM. Policy…
Incentives, Service Quality, and Regulation: An Application to the Airline Industry
2012
El sector aéreo presenta interesantes retos para el investigador. Se trata de un sector complicado debido, entre otras características, a las siguientes: escasos márgenes de beneficios, elevadas barreras de entrada y salida, alta sensibilidad a ciclos económicos, y la regulación y competencia. Desde los años 90, Europa ha vivido un proceso de desregulación en el tráfico aéreo. Ello ha supuesto una reorganización de las redes desde rutas completamente conectadas (fully-connected) hacia redes con aeropuertos base (hub-and-spoke). No debemos olvidar que sobreviven mercados que están regulados de acuerdo con la calificación de “obligación de servicio público” – en España tenemos el caso de las …
Strategic analysis of transit service quality using fuzzy AHP methodology
2013
Customer satisfaction analyses are deeply based on customers' judgments and as consequence, they can be characterized by a certain degree of uncertainty generally ascribed to coexistence of three relevant aspects: vagueness, imprecision and subjectivity. In the present paper, a methodology able to handle such uncertainty, based on the ServQual discrepancy paradigm and that uses in combined manner the AHP method and the Fuzzy Sets Theory is proposed in order to overcome limitations of the traditional service evaluation approaches. Subsequently, by considering the Italian public transit service sector, a service quality analysis is conducted and the overall transit service quality structure i…