The Infona portal uses cookies, i.e. strings of text saved by a browser on the user's device. The portal can access those files and use them to remember the user's data, such as their chosen settings (screen view, interface language, etc.), or their login data. By using the Infona portal the user accepts automatic saving and using this information for portal operation purposes. More information on the subject can be found in the Privacy Policy and Terms of Service. By closing this window the user confirms that they have read the information on cookie usage, and they accept the privacy policy and the way cookies are used by the portal. You can change the cookie settings in your browser.
The objective of this paper is to propose the rule-based algorithmic approach for solving problems of faults influence on the service quality in access networks. In this paper the graph oriented model for network and communication services representation, the rule-based system and corresponding output mechanism, the algorithms for the faults impact analysis based on graph traversal schemes are proposed...
Electronic commerce has been grown rapidly in the last decade with the support of the Internet. Consequently, it requires retailers to improve their ability to fulfill the needs of their customers to gain satisfaction. Due to the close connection with the customer satisfaction, service quality is considered as a critical factor for the success of the service providers. This study tried to assess the...
Information technology (IT) acts as an important role in the hospitality and tourism industries. Without the IT department providing effective IT relating services, the employees can't offer the quality of service to their customers. In this study, casino employees are the main subject of the investigation. The purpose is identifying the improvement priority among those IT service quality attributes...
In order to analyze the influence degree between after-sales service quality and usage quality of aviation equipment, a method based on wavelet neural network (WNN) is proposed that support the equipment supplier to determine the key workflow and factors. Supplier workflow index-equipment usage quality relation function was established, and the overall effectiveness was defined. MATLAB was used for...
House of quality (HOQ) is a useful tool for quality improvement. This paper, based on analysis of recent improvements of researches on HOQ, reveals limitations of current models in applications. On the view of customer focus and value maximization, it constructs a new model of HOQ namely Economic House of Quality, EHOQ, which has three dimensions: service characteristics, customer concerns and economic...
This paper analyzes the influence factor of service quality in quality certification corporations, and bring up the hypothesis relationship between auditor's service quality and center's service quality in the service process of quality certification, taking a certification center as an sample to unfold the empirical study, and establishes its outside quality structure equation conceptive model, through...
Customer Satisfaction in higher education is regarded as a degree to which customers is satisfied with the education service in general. Literature review and empirical studies show that, First, service quality in higher education is a key prerequisite of customer satisfaction; Second, service price in higher education has no significant direct influence on customer satisfaction, but has little indirect...
Based on rich literatures, this paper develops and tests an integrative model to examine the relationships between service quality, satisfaction, and trust of rural tourists and to investigate impacts of them on loyalty. The model is tested using surveyed data from 320 rural tourists. The findings reveal that service quality has an indirect influence on loyalty mediating by satisfaction and trust,...
Service quality plays a crucial role in the success of a tourism destination management, where it acts as a determinant for visitor satisfaction and competitive advantages in the tourism market. This paper is aimed at measuring service quality of the Terra-Cotta Warriors and Horse Pits to find out countermeasures for improving its performance and management objectives. The paper reviews and reflects...
This paper proposed three scholars PZB "service quality model" as the basic theory of SERVQUAL scale, with patients who come into contact with the medical care service quality interviews to determine the degree of importance of each index. Then on the joint use of the spss and liserl software, we get the data of the relevant results. Then analyze the results of the processing and integration...
Online price comparison agents (shopbots) allow consumers to instantaneously receive price and other information from many online retailers. Contrary to conventional wisdom, our empirical study of the book and computer hardware categories reveals that consumers are visiting more online retailer web sites after using shopbots. This finding suggests that after searching for an item through a shopbot...
The high quality of relationship of business to business (B2B) can reduce risks and trade costs and attain double-win of each other. In B2B context, the customers of certification industry are taken as investigation object, the service quality's impacts on relationship quality is explored in this paper. On the basis of existing researches, four dimensions(process service capability, process interactive...
On the basis of domestic and overseas scholars' researches, this paper supposes that consumers have different preferences to wealth utility and service utility and chooses service efficiency and after-sale service as the parameters which can importantly sign the service quality of insurance firms. In this premise, a price competitive model under the condition of service quality differentiation of...
This paper introduces the multiple queue multiple serve system's characteristics and the basic application of the WITNESS 2008, and then takes a university canteen as an example to detail the simulation process of a multiple queue multiple serve system. Through analyzing the results of the model to identify the bottlenecks on system and the causes of the problems, then put forward some measures to...
A key issue in logistics management in organization is the measurement of the vendors' efficiency which ensures to achieve the most suitable services. In today's competitive marketplace, many companies have moved from a single vendor to a multi-vendor platform. Many conceptual and analytical models have also been developed for addressing the vendor selection problem. It has been recognized that a...
The applications of shopbots have changed the competitive dynamics in electronic markets, and affect the strategic choices of participants. In this paper, how strategic behaviors are implemented for consumers, retailers and electronic markets providers in shopbots markets is probed into. Analyses show, that even with the help of shopbots, consumer won't view price as the only decision factor fully,...
The use of corporate social responsibility (CSR) initiatives to influence consumers' buying behaviour has become quite common. The relationship between CSR and customer behavior is one of the most important research focuses of management scholars. In this article, we develop a theoretical framework that specifies how the perceived CSR influences customer loyalty. Empirically we find that the perceived...
This paper developed and tested an integrative model to examine the relationships between customer perceptions of fairness, quality, value, and satisfaction and to investigate the impacts of them on customer loyalty (i.e., revisit, word-of-mouth referrals, and alternative destinations). The model was tested using surveyed data from 320 rural tourists. The results revealed that service fairness did...
Significant changes in the age of information has shift the education paradigm from teacher-centered to learner-centered. Along with this paradigm shift, e-learning systems have taken an important role. However, compared with the research on the design and development of e-learning systems from different perspectives, not much of results of research on the measurement of services provided by e-learning...
Interpretative Structural Modeling is an effective approach to analyze the complex system structure. The adjacency matrix represents the relations between and among system factors. The reachability matrix which can represent all relations including direct and indirect relations is derived by matrix operations. By analyzing the affecting factors of service quality of railway passenger train, the multistage...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.