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One of the common means of delivering e-government services to citizens is via Web sites. Building a Web site and publishing it to them should be the beginning of the service cycle, not its end. In other words, it is essential to evaluate the user satisfaction with the design and delivery of online services. To that end, and as a case study, we evaluate the e-services of one of the local e-governments...
In order to determine the innovative service attributes of the e-book service model, the study proposed the Kano model with the strategic experiential module (SEM). First, the study identified sixteen attributes that affect the innovative services of e-book through expert panel discussion and key customer interviews. These attributes were then grouped into the five elements of the experience marketing...
This paper analyzes the characteristics of the takeout restaurant and takeout website, and constructs the service quality evaluation system of the O2O takeout platform based on the SERVPERF model and the ETAILQ model. The paper also uses the data collected by the questionnaires to carry out exploratory factor analysis. The results show that the takeout O2O platform service quality evaluation index...
This paper first proposes scales to evaluate customers’ perceived service quality in public transport then identifies the demographic characteristic factors that may influence customer perceived service quality, as well as identifies any customer perception differences between the subcategories. The manager interview and random sampling method were used to survey 288 consumers of public transport...
We have developed a simulator for evaluating changes in travel quality experienced during travel in multi-modal transit systems. The simulator has a new behavior model for users of multimodal systems that includes changes of user satisfaction, route and mode choices during travel, and interaction with on-line route guidance. This paper proposes a method for implementing user behavior models based...
Importance-performance analysis (IPA) is a simple but effective technique applied in study of customer satisfaction. Since its proposition, it was widely used in the field such as retail, tourism, and health care, etc. Note that, in the traditional IPA, only the average ratings of the importance and performance were entered in the analysis, and the precision or the reliability of the estimation is...
This study aims to examine contractors' service quality performance and to explore the relationship between service quality and client satisfaction when undertaking refurbishment projects for public institutions of higher education in Malaysia. Data were collected through a structured questionnaire. The questionnaire was generated based on the five service quality determinants in SERVQUAL, namely,...
There are many indicators that can be used to evaluate the effectiveness of clinical pathway (CP). To choose a proper indicator, besides the characteristics of the disease, some social cultural factors have to be taken into consideration. According to the specialty of elective cesarean section and Chinese social and cultural characteristics, the measurement of "patient satisfaction" was...
As competition intensifies and environmental factors become more hostile, the concern for service quality grows. Student numbers have become a focal point in the offering of programmes. With regular quality audits, academia prioritises the fulfillment of the HEQC criteria, but lacks the provision of service quality to the student. If service quality is to become the cornerstone of marketing strategy,...
This study aims to provide empirical evidence on the role of service quality and customer satisfaction as predictors of loyalty of Internet shoppers in Greece. Furthermore, the possible mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also examined. Service quality is conceptualized by 5 dimensions: ease of use, e-scape, customization, responsiveness...
The higher education industry is traditionally viewed as a service industry. Exporting higher education to emerging economies such as China is becoming increasingly important for traditional education-exporting countries such as Australia, the UK and the USA. This study examines the relationship between country image and perceptions of higher education quality as well as their effects on Chinese students'...
Customer loyalty has become an essential concern for service-provider, which is also a major theme in marketing research. By using a Logit economic model based on the survey of 487 local residents from three representative residential areas in Beijing, the determinants of customer loyalty are identified in the Beijing property service market. The probability that a owner intent to switch service-provider...
This research was aimed to identify the characteristics of higher education service quality wanted by the students as the service users, to determine gaps between perceived quality and expected quality by the students as users and to propose action plans for improving higher education service quality at Airlangga University Surabaya. The method used in this research was quality function deployment...
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