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Urban rail transit has been selected as the research object for this paper. Firstly, an index system has been established to evaluate the passengers' satisfaction and loyalty from the perspectives of service quality, passenger satisfaction and loyalty. Secondly, a passenger satisfaction and loyalty evaluation questionnaire for the urban rail transit service quality has been designed and a survey has...
The primary objective of the marketing set-up is the customers' satisfaction. It is a measure of how products and services supplied by a company meet customer expectations. The companies that know customer expectation can deliver services/products of superior quality compared with those services provided by conceivable competitors, this is the key for the company success in the modern era. This paper...
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...
The current literatures seldom talk about the multilevel impact of transformational leadership (TFL) on employee service quality and the influence of mediation mechanism between transformational leadership and employee service quality. This study aims to discuss the impact of transformational leadership on employee service quality in terms of individual perspective and branch perspective respectively...
This paper is to discuss the B2C e-commerce companies' service quality evaluation from the entire service process. It puts three process as the first layer indicators. They are human-computer interaction, human-human interaction and purchase results. At the same time it divides into 17 factors as the second layer. This paper collects data from goods comments about Jing dong Mall and Dang dang. Combining...
In order to solve the issue concerning the lack of reliable and complete evaluation for BOT (build-operate-transfer) project service quality supervision, a reasonable service quality index system and an effective evaluation method are discussed in this paper. Based on experts interview and literature review, a BOT project service quality index system will be proposed including 3 standards, 9 indexes...
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...
This paper has as objective to verify how service attributes, classified by Kano Model as must-be, one-dimensional or attractive, interact on customers' satisfaction. The research was carried out interviewing 119 customers of pizzeria restaurants. The Kano Model category of four attributes is confirmed in the first part. In the second part, a full factorial research explores the interaction among...
The service quality of power-supplying enterprises has blocked its long-term development after the question of power-lack had been settled ultimately. In the paper, the author analyzed the necessity that the Power-supplying Enterprise should build voluntary service idea and improve service quality. According to the fact of the power-supplying enterprises, the author used the method of SERVQUAL to...
A 25-item service quality evaluation index for mobile communication industry is developed based on the index in the present research. By survey and exploratory factor analysis, it is indicated that the mobile service quality index can be classified into five dimensions. Moreover, the service quality of China Mobile Communication Corporation is evaluated based on the survey data. The result indicates...
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...
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...
With the movement of new public management, customer satisfaction evaluation has been introduced to the government performance evaluation, which improved the efficiency of government service. The rapid development of network information technology makes it more convenient and more efficiency for citizens to take part in e-government management. The efficiency of E-government is not only relied on...
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...
This study aims to determine customers' needs, determine their desired music services, and propose suitable development strategies and operation models for digital music service providers. This study generated selected aspects/criteria for customers to evaluate their music platform preferences and their willingness to use digital music services. In this study, the Fuzzy cognitive map (FCM) was employed...
Researches on third-party logistics have become increasingly fruitful, so it's very urgent to evaluate the service quality of third-party logistics reasonably. This paper establishes a service quality evaluation model of third-party logistics based on the SERVQUAL quality evaluation system, and evaluates the service quality of third-party logistics reasonably with dynamic fuzzy comprehensive evaluation...
In order to increase a company's competition edge, the main focus of a management strategy is to improve service quality. Indentifying the dimensions of the service quality would definitely help managers in the challenge of improving the service quality. This study is to presents an fuzzy approach to evaluate service quality. Two evaluation indices, optimistic-expectation index (OEI) and pessimistic-expectation...
SERVQUAL model has been used to measure service quality in different industries. In most cases, this model was validated by confirmatory factor analysis approach. The objective of this research is to validate SERVQUAL model with higher order factor analysis approach to find whether or not there is a second-order component of service quality in the context of information system use. For this objective,...
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...
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