Search results for "Service quality"

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…

The Hybrid Airline Model. Generating Quality for Passengers

2017

This research aims to investigate the different strategies adopted by the airline companies in adapting to the ongoing changes while developing products and services for passengers in order to increase their yield, load factor and passenger satisfaction. Finding a balance between costs and services quality in the airline industry is a crucial task for every airline wanting to gain a competitive advantage on the market. Also, the rise of the hybrid business operating model has brought up many challenges for airlines as the line between legacy carriers and low-cost carriers is getting thinner in terms of costs and innovative ideas to create a superior product for the passengers.

Effects of Entrepreneurial Orientation and Passion for Work on Performance Variables in Sports Clubs

2021

Entrepreneurial orientation and passion for work have been widely studied due to their effects on the behaviour and attitude of management teams in the short- and long-term. However, despite the influences of these variables on the sustainability and survival of an entity, there is a gap when considering the effects of these two performance variables in sports organisations. Therefore, the main objectives of this study were to understand the influences of entrepreneurial orientation and passion for work on service quality and sporting performance. To this end, 199 Spanish non-profit sports clubs were analysed using instruments with good psychometric properties. Data analysis was carried out…

Public versus private transportation choice. A regional survey on needs and perceived quality

2009

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…

The relationship between context, structure, and processes with outcomes of 6 regional diabetes networks in Europe

2018

BackgroundWhile health service provisioning for the chronic condition Type 2 Diabetes (T2D) often involves a network of organisations and professionals, most evidence on the relationships between the structures and processes of service provisioning and the outcomes considers single organisations or solo practitioners. Extending Donabedian's Structure-Process-Outcome (SPO) model, we investigate how differences in quality of life, effective coverage of diabetes, and service satisfaction are associated with differences in the structures, processes, and context of T2D services in six regions in Finland, Germany, Greece, Netherlands, Spain, and UK.MethodsData collection consisted of: a) systemat…

The drivers of customer satisfaction for academic library services: managerial hints from an empirical study on two Italian university libraries usin…

2015

The intent of this qualitative research is to investigate and understand the requisites of customer satisfaction for academic libraries’ users and to give managerial hints for the implementation of user centred academic library services. To this aim, we analyse the library services of two Italian Universities (the Faculty of Economics of University of Palermo and the Central Library of the University of Salerno) to find relations and congruencies and to evaluate the perceived relevance of the tangible and intangible aspects of these services. In the preliminary phase of the research, we conducted both focus groups and individual interviews involving students or researchers who regularly use…