Search results for "Service Quality"
showing 10 items of 127 documents
Social causes and consequences of clients’ satisfaction with hotels
2015
Con el objeto de evidenciar la dimensión social del proceso de satisfacción, proponemos un modelo causal donde la satisfacción y el valor son constructos centrales, con dos antecedentes (calidad de servicio y valor social) y dos consecuencias en forma de lealtad (boca-oreja electrónico y boca-oreja global). El modelo es contrastado entre 386 huéspedes de hoteles españoles confirmándose el peso que tienen en el proceso lealtad las variables de carácter social: valor social y boca-oreja. Se presentan importantes implicaciones para la gestión y futuros avances para la investigación académica. ABSTRACT In order to make evidence the social dimension of satisfaction process, we propose a causal m…
Improving the quality of e-commerce web service: what is important for the request scheduling algorithm?
2005
The paper concerns a new research area that is Quality of Web Service (QoWS). The need for QoWS is motivated by a still growing number of Internet users, by a steady development and diversification of Web services, and especially by popularization of e-commerce applications. The goal of the paper is a critical analysis of the literature concerning scheduling algorithms for e-commerce Web servers. The paper characterizes factors affecting the load of the Web servers and discusses ways of improving their efficiency. Crucial QoWS requirements of the business Web server are identified: serving requests before their individual deadlines, supporting user session integrity, supporting different cl…
Business-to-business service quality assessment in professional wine events: the case of Vinitaly
2014
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 …
When Customer base is not loyalty! : Differences in the Consumers' Appraisal of Performance of Mobile Telecommunications Service Providers in Port Ha…
2017
Reports from both local and international telecommunications agencies attest that Nigerian telecommunications industry is the fastest growing in Africa and one of the fastest growing in the world. Currently, the sector boasts of about 157 million active subscribers being serviced by four dominant operators. However, there have been strident calls by consumers to the regulatory agencies to apply sanctions to the operators as a result of persistent poor quality of service. As a matter of fact, all the service providers do not deliver uniform level of service. This study is therefore aimed at examining the differences in the consumers’ appraisal of the quality of service and offerings of the s…
A Multi-Criteria Group Decision To Support The Maintenance Service: A Case Study
2015
The present paper wants to propose a methodology to support a group of decision makers into the choice of actions, to implement on a multi-component system, regarding the maintenance service. The choice has to be made on the basis of several criteria, namely the total maintenance cost, the system unavailability and by considering the maintenance actions feasibility. In particular, with the aim to select the maintenance service that represents for the group the best comprise among the criteria to satisfy, the proposed methodology consists of two multi-criteria decisions methods to apply in two successive phases. The first one regards the application of the Analytic Hierarchy Process (AHP) to…
Effects of a Justice-Based Partnership Between Employees and Families in Creating Services and Supports to Enhance Quality of Life Outcomes
2021
Abstract We propose a justice-based partnership between employees and family members as a means to create services and support systems for people with intellectual disability, enhancing quality of life indicators. More specifically, we examine the links from mutual intergroup justice to three outcomes reported by family members: satisfaction with the center, service quality delivered by employees, and performance focused on the quality of life of people with intellectual disability. We used data from 111 centers. In each center, a group of family members (n = 845) and a group of employees (n = 914) participated. Multilevel modeling revealed that mutual intergroup justice (between employees …
Service Quality Scales and Tourists with Special Needs: A Systematic Review
2019
This paper reviews the most commonly used scales for measuring service quality in sustainable tourism destinations to analyse if the requirements of tourists with special needs are considered. Results highlight that most of the recent research on service quality in tourism published in scientific journals is focused on a relative reduced number of validated scales. Variables related to tourists with special needs are often omitted or represent a reduced weight in the complete scale. Thus, this paper highlights the importance of including variables that collect the perceptions of service quality in this target group to better understand the individual perception of service quality and to mov…
Satisfaction and loyalty in B2B relationships in the freight forwarding industry: adding perceived value and service quality into equation
2018
This paper focuses on analysing the determinants of satisfaction (service quality, perceived value), as well as its possible influence on customer loyalty of freight forwarders to freight transport service providers (by road/maritime/air) in Spain. To this end, we propose a causal model tested using information from 205 freight forwarders collected through personal interviews. The model was estimated using the Partial Least Squares (PLS) approach. Moreover, the existence of differences in the perceptions on the analysed variables between transport modes is tested through ANOVA. Results show that service quality has an influence on customer satisfaction, both directly, as well as through per…
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…