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W artykule przedstawiono wyniki badań dotyczące poziomu bezpieczeństwa obsługi pasażerów na terenie międzynarodowych portów lotniczych, na przykładzie Międzynarodowego Portu Lotniczego Katowice w Pyrzowicach. Celem niniejszej publikacji jest zbadanie poziomu bezpieczeństwa obsługi w porcie lotniczym w Pyrzowicach.
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...
W artykule została przedstawiona analiza wymagań dla taktycznych sieci ad hoc oraz aktualna ich realizacja na tle dostępnych na rynku rozwiązań. W świetle tego co oferują aktualnie producenci wydaje się, że jeszcze długa droga do osiągnięcia akceptowalnego stopnia zadowolenia, mimo że znaczenie sieci ad hoc na współczesnym polu walki wydaje się nieocenione.
Under the considerations of trading costs and efficiency, more and more investors choose the way of online stock trading which is fast, convenient, and has preferential fee. The cost of establishing a new customer is five times more than maintaining an old one. As a result, to explore the investors choose continuous usage behavior of online security trading system as reference for security industry...
Based on service quality theory and relevant literatures, this study establishes a research model of consumers' post-transaction general trust in B2C e-business. The empirical research finds that: at the post-purchase stage, familiarity, perceived safety, product quality and especially service quality significantly positively affects consumers' general trust in web-vendor; nevertheless, the effect...
Facing the increasingly fierce competition in the financial industry, service quality is attended more and more. How to improve service quality by themselves, increasing customer satisfaction? They become a key for financial institutions to occupy new market and mining more customers. Through study each field about service quality and customer satisfaction of the domestic and overseas scholars, also...
In this paper, a method to design CEM (Customer Experience Management) metrics for telecommunication services is proposed. Combining with the enhanced Telecom Operations Map, the CEMD (CEM Domain), which is a guide map to find out the touch points, is derived. The theory about touch point is introduced at the beginning, then the method to apply it to CEM for telecommunication services is given. The...
In the original service-oriented view of software provision, loosely-coupled services are brought together at the time of need and unbound immediately following execution, allowing service procurers to focus on selecting services that best correspond to their evolving requirements. This just-in-time approach requires the assessment of quality properties of both the software and the service provision...
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 proposes an E-Tail-SERVQUAL model to identify service quality dimensions and its sub-factors in the context of e-tailing. The model classifies service quality based on e-tailing into four dimensions: environment quality, interaction quality, outcome quality, and recovery quality. Environment quality results from interface access, interface aesthetics, system effective and information available...
Currently Internet of Things (IoT) and multimedia technologies have entered the healthcare field through ambient aiding living and telemedicine. However there are still several obstacles blocking in the way, the toughest ones among which are IoT interoperability, system security, streaming Quality of Service (QoS) and dynamic increasing storage. The major contribution of this paper is proposing an...
This paper has been conducted with the aim to focus on hotel service quality based on 29-characteristic indicators applied from SERVQUAL model by comparing two hotel types namely, (1) the boutique hotel and (2) the business hotel in Thailand. This paper also aims to study the expectation, perception and gaps between customers' expectation and perception on hotel services quality. The key findings...
In the competitive electronic commerce market, how to evaluate and improve the qualify of its service has become a focus problem. The quality evaluation model of electronic commerce service based on the AHP-FUZZY combines both qualitative analysis and quantitative analysis, forms the overall evaluation framework through the use of evaluation indexes, which draws the comparable and analyzable indexes...
With the increasing reliance of complex real-world applications on composite web services assembled from independently developed component services, there is a growing need for effective approaches to verifying that a composite service not only offers the required functionality but also satisfies the desired non-functional requirements (NFRs). In high-assurance applications such as traffic control,...
In modern hospitals, opposing forces between cutting costs and demands on service quality, growing workloads versus staff reductions, stimulate the need for systems that automatically support procedures in the background. Intelligent real-time positioning solutions can partially fill the gap. The ProAct® application platform addresses the common needs of indoor geolocation applications in healthcare...
The essay starts with expounding the principal contents of Service Theater Theory, and then makes an analysis of the results from "investigation questionnaire of Sichuan folk custom tourism" designed by the subject group, and further comes to the conclusion that the tourists pay more attention to the accommodations, the surrounding sanitary conditions and other assorting facilities of the...
Due to the growing challenge from the foreign freight forwarders, the international freight forwarder (IFF) industry in China is experiencing a severe test. In order to remain competitive and customer loyalty, service quality and customer satisfaction increasingly have become the key to success in IFF business. This paper provided a system of quality evaluation for freight forwarding service (FFS)...
With the fast development of IT, Internet Banking(IB) has become an important component of our daily life, and the research on IB consumer behavior has also become a hotspot in both theoretical and practical aspect. Based on TPB which analyze consumer behavior from atittude to behavior, subjective norm and perceived behavior control, the paper analyzed consumer's atittude to IB adoption(AIBA)'s determinants...
This paper reports on a study which evaluates electronic commerce service quality based on the dynamic fuzzy sets by improving the SERVPERF model. At first, this paper reviews literature on SERVQUAL, SERVPERF and some other electronic service quality evaluation model, then puts up with a dynamic multi-layer fuzzy evaluation method, and uses this method to improve the traditional SERVPERF framework...
The quality of service is an important aspect of current social concern, and to meet the transport needs of teachers and students on campus is an important prerequisite for quality services. In the paper the evaluation index system of campus vehicle service quality was established based on AHP, and the Delphi method was used to determine the relative importance of individual index. The quality of...
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