Search results for "Service Quality"

Journal of Economics and Management Research, N 10

2021

<title>Revenue-maximization-based adaptive WFQ</title>

2002

In the future Internet, di erent applications such as Voice over IP (VoIP) and Video-on-Demand (VoD) arise with di erent Quality of Service (QoS) parameters including e.g. guaranteed bandwidth, delay jitter, and latency. Different kinds of service classes (e.g. gold, silver, bronze) arise. The customers of di erent classes pay di erent prices to the service provider, who must share resources in a plausible way. In a router, packets are queued using a multi-queue system, where each queue corresponds to one service class. In this paper, an adaptive Weighted Fair Queue based algorithm for traAEc allocation is presented and studied. The weights in gradient type WFQ algorithm are adapted using r…

An Empirical Study Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty In Nepalese Commercial Banking Sector

2016

Master thesis Business Administration - University of Agder 2016 The main purpose behind of this study is to find out the major factors that have impact in customer satisfaction and customer loyalty in case of commercial banks of Nepal. The thesis tries to explore whether there exists any relationship between service quality dimensions, customer satisfaction and customer loyalty depending upon various situational factors. Various concepts such as consumer buying behavior, buyer’s decision process, customer satisfaction, customer loyalty, service quality, SERVQUAL model have been discussed along with relevant relationship between them in the literature review and based upon it, a conceptual …

A Learning Automata Based Solution to Service Selection in Stochastic Environments

2010

Published version of a paper published in the book: Trends in Applied Intelligent Systems. Also available on SpringerLink: http://dx.doi.org/10.1007/978-3-642-13033-5_22 With the abundance of services available in today’s world, identifying those of high quality is becoming increasingly difficult. Reputation systems can offer generic recommendations by aggregating user provided opinions about service quality, however, are prone to ballot stuffing and badmouthing . In general, unfair ratings may degrade the trustworthiness of reputation systems, and changes in service quality over time render previous ratings unreliable. In this paper, we provide a novel solution to the above problems based …

Design of a university course quality by Teaching Experiments and Student Feedback (TESF)

2009

Quality of the academic system must be constantly monitored, especially under conditions of growing competition and limited resources. Those who are interested in quality, doing research and teaching on it, should ensure quality of the processes for which they are responsible. Teaching is one of the primary services offered by a university. For it, all fundamental principles of Total Quality Management (TQM) must be valid. In this article the authors propose a methodology for designing the quality of a university course, considered as a basic service of a complex educational system. The methodology is based on the concurrent use of teaching experiments performed by a teacher, and the SERVQU…

Vehicle routing with private and shared delivery locations

2021

Abstract The rapid growth of e-commerce has led to an increase of home delivery requests. Providing efficient distribution systems for services on the last mile has become a challenging issue for logistics companies, where a trade-off between the classical approaches, attended home delivery (AHD) and usage of shared delivery locations (SDLs) has been identified. AHD provides a higher quality of service but implies very high costs for the company, while usage of SDL requires customers to perform the very last mile by themselves. For companies, this bears the risk of a decrease in the perceived service quality. However, due to consolidation effects, transportation costs can be considerably mi…

Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

2010

This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. ( SD = 9.7) for men and 34.5 yr. ( SD = 11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis in…

Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model

2006

International audience; Although customer satisfaction is recognised as a key driver for positive organisational outcomes, the nature and the role of the service attributes contributing to satisfaction are still misunderstood, and are most often evaluated by service quality dimensions. This study attempts to explore these attributes and their contribution to satisfaction in a sport service context using Llosa's Tetraclasse model which hypothesises that some service attribute weights are performance related whereas others are not. This application on a sample composed of 184 customers from five French health clubs indicated four satisfaction contribution types. The results suggest that the q…

Linking Employees’ Extra-Role Efforts to Customer Satisfaction

2017

Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, recipr…

Unit-level fairness and quality within the health care industry: A justice–quality model

2014

We test a justice–quality model in which peer justice and justice climate are related to the service quality provided by the work unit. Based on the effort–reward imbalance model, we propose that units perceiving fair treatment provide better delivery of the core service (functional service quality) and better relational service beyond the core service (relational service quality). We also test whether the cross-level relationship of high service quality delivered by work units translates into high customer ratings of the service quality they receive. Furthermore, we propose that high service quality increases the work unit’s influence on their customers’ quality of life (QoL). We test thes…