Search results for "SERVQUAL"

Handling stakeholder uncertain judgments in strategic transport service analyses

2013

Abstract The quality level of services has to be constantly controlled, especially under conditions of competition increasing and limited resources. However, considering that service performance analyses are based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unreliable results can be obtained by widely used service analysis methodologies. In the present paper, a methodology based on a recent extension of the SERVQUAL model, and that uses in combined manner the fuzzy set theory and the analytic hierarchy process method is prop…

The Assessment of Perceived Service Quality of Public Health Care Services in Romania Using the SERVQUAL Scale

2013

Abstract The objective of this paper is to explore the application of the original SERVQUAL scale in the context of public health care services in Romania. More specifically, we implemented the SERVQUAL scale in order to uncover whether it fits as the original version or adjustments should be done and to define the demographic profiles of health care consumers who use public services in Romania. We have selected our sample respondents from a list of a gynaecological health care forum members, namely women from Bucharest who should have posted messages on the chosen forum no more than three months before the study was conducted and the messages should have comprised their experiences with ce…

Enhanced TESF methodology for course excellence

2010

The need to achieve the excellence in services provided by a University has been object of study and research for several decades. Often, the focus is not only on the education service, but on several satellite services provided by a university. This article focuses on teaching, considered as a central service, believing (the authors) that the improvement actions of an academic institution should always start from this service. The work proposes the implementation of a tool able to measure student perceptions on certain selected aspects of the course. This tool is part of the Teaching Experiment and Student Feedback (TESF) methodology previously developed by the authors. Here, the steps to …

Statistical properties of a new student satisfaction index

2010

Quality of Higher Education is increasingly important in all developed countries. In fact quality and reputation are key elements to control the flow of students at national and international level. The authors have shown that quality of education can be improved through a process of self-assessment of the teaching services and a well studied analysis of the student feedback. In particular a new student satisfaction index was formulated which allows student feedback being summarised and interpreted for a continuous course improvement. In this paper some statistical properties of the student satisfaction index are illustrated, and comparisons with other measures based on Likert scales are ma…

TESF Methodology for Statistics Education Improvement

2010

The need for universities to achieve excellence in the services they provide has been the subject of research for several decades. The idea of involving students and recognizing the importance of their opinions has led to the creation of various models and tools. This paper focuses on teaching, a central service from which improvement actions of an academic institution should always begin. The article reviews and updates the previously developed Teaching Experiments and Student Feedback methodology. The methodology, which is primarily addressed to statistics teachers, allows practical aspects to be organized and decisions to be made based on data that has been collected from students and sc…

Testing a hierarchical and integrated model of quality in the service sector: functional, relational, and tangible dimensions

2009

Prior research has revealed limitations of the dominant SERVQUAL model of service quality. Some authors have pointed out the SERVQUAL model somewhat neglects the tangible and relational facets of quality in the service sector, and, therefore, there is a need to obtain a comprehensive and adaptable structure of quality for different types of services. Consequently, we propose and test a hierarchical and integrated model of service quality, hypothesising the existence of three second-order dimensions: functional quality (describing the efficiency with which the service core is provided); tangibles (the quality of physical service environment); and relational quality (relational or emotional b…

SERVQUAL Reliability and Validity in Travel Agencies

2003

Verkkopalvelujen laadun monitorointi

2016

Verkkopalvelut ovat nykyään keskeinen osa yritysten ja organisaatioiden kokonaispalvelutarjontaa. Verkkopalvelujen laadulla on havaittu olevan yhteys muun muassa asiakasuskollisuuteen, toiminnan tehokkuuteen ja kannattavuuteen sekä tuottoihin. Tässä kirjallisuuskatsauksessa selvitetään, miten verkkopalvelujen laatu on kirjallisuudessa määritelty sekä miten sitä voidaan mitata ja monitoroida. Tuloksista ilmenee, että verkkopalvelun laadun mittaamiseen on olemassa useita erilaisia malleja. Malleista on kuitenkin löydettävissä samoja osa-alueita. Yleisin tarkasteltu osa-alue on verkkosivusto, jonka kautta verkkopalvelu tarjotaan. Verkkosivuston laatuun liittyvät piirteet kuten ulkoasu, navigoi…

Customer satisfaction in B2B cloud services

2013

Tutkimuksen tavoitteena on kirjallisuuskatsauksen kautta esitellä B2B-pilvipalveluiden asiakastyytyväisyyteen vaikuttavia seikkoja, ja kuinka näitä seikkoja tulisi ottaa huomioon asiakastyytyväisyyden parantamisessa. Tässä tutkimuksessa verkkopohjaiseen liiketoimintaan liittyvää asiakastyytyväisyyden tutkimusta käytettiin pohjana etsiessä asiakastyytyväisyyteen vaikuttavia seikkoja pilvipalveluissa. Tutkimuksessa vertaillaan asiakastyytyväisyyteen vaikuttavia seikkoja vertailemalla tyytyväisyyteen vaikuttavia seikkoja verkkopohjaisen liiketoiminnan, yritysliiketoiminnan (B2B) ja kolmen asiakastyytyväisyyden ja palvelun laadun mallin (American Customer Satisfaction Index, SERVQUAL and SaaS-Q…

La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perceptio…

2008

En el ambito de la gestion deportiva, la calidad de losservicios deportivos y la satisfaccion de los usuarios es un area de gran desarrollo. Este trabajo pretende determinar el grado de calidad percibida en unos servicios deportivos de caracter publico como son unas escuelas de actividades nauticas. Para ello se analizaron 2375 usuarios de estas escuelas que contestaron un cuestionario sobre calidad de servicio percibida y satisfaccion con el servicio recibido. La escala de calidad percibida utilizada determino diez dimensiones de calidad: las clases, el tiempo libre, el entorno nautico, los horarios, la comida, el material nautico, la comida complementaria, la conserjeria, la limpieza y la…