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Relevant bibliographies by topics / Gap Model of Service Quality

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Academic literature on the topic 'Gap Model of Service Quality'

Author: Grafiati

Published: 4 June 2021

Last updated: 1 February 2022

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Journal articles on the topic "Gap Model of Service Quality"

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Kiran, Dr, and Ajmer Singh. "Service Quality Models: A Gap Study." Business and Economic Research 6, no. 1 (June 20, 2016): 464. http://dx.doi.org/10.5296/ber.v6i1.9636.

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<p class="ber"><span lang="EN-GB">During the past three-four decades, service quality becomes an important area for research. This paper makes an attempt to study different service quality models given by the key contributors in this area. The paper examines different models of service quality on the basis of the review of the literature. The models that have been analyzed in this paper are-Gronroos Model, Lehtinen and Lehtinen three-dimensional model, PZB Gap Model,</span><span lang="EN-US"> three components Model, RSQS Model and</span><span lang="EN-GB">Brady and Cronin Hierarchical model. From the review of the above models, we find out that there is a lot of work still available which can be done to fill the gap. Hence, this paper will provide an opportunity to the researcher to do research in those areas which are still left to be covered.</span></p>

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Sahai, Vickram, and Arvind Kumar Jain. "‘Respons’ible service quality." Strategic HR Review 13, no. 4/5 (June 3, 2014): 165–69. http://dx.doi.org/10.1108/shr-04-2014-0028.

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Purpose – The purpose of this study was to bridge the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training. A model of service quality is SERVQUAL, which measures the discrepancy between customer’s perceptions and expectation on the customer service. The dimensions of service quality here are evaluated from the customer’s point of view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal communication that helps employees improve their responses. Hence, to provide a clear training need assessment, the dimensions of service quality and descriptors of functional fluency must be mapped accordingly. Design/methodology/approach – The semantic mapping of the dimensions of the service quality with descriptors of the functional fluency model. Findings – Of the five dimensions of the SERVAQUAL model, four are behavioral and are mapped with four descriptors belonging to four different modes of the functional fluency model. The four modes are positive manner in which people can respond to improve service quality. Research limitations/implications – The implication is the training needs that emerge by bridging the gap between SERVQUAL dimensions and functional fluency model for self-development. Practical implications – This will provide an organization the training needs analysis for their employees for improving their interpersonal communication on service quality dimensions. Originality/value – Bridging of the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training (functional fluency model).

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Kusuma Dewi, Shanty. "Service Quality Assessment Using Servqual and Kano Models." Jurnal Teknik Industri 20, no. 1 (February 28, 2019): 94. http://dx.doi.org/10.22219/jtiumm.vol20.no1.94-104.

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The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction.

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Wetzel, Philipp, and Erik Hofmann. "Toward a Multi-Sided Model of Service Quality for Logistics Service Providers." Administrative Sciences 10, no. 4 (October 12, 2020): 79. http://dx.doi.org/10.3390/admsci10040079.

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The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed, and the data were analyzed via a pattern-matching technique. The contribution to the literature is twofold. First, the study transferred the original service quality model developed in the 1980s from a business-to-consumer context to a business-to-business context that is specific to LSPs. Second, the results provide a means of closing the identified service quality gaps arising in an LSP context. Two internal gaps were found: non-homogeneous expectations between the sales and operations departments, and a communication and knowledge gap between these two entities. The three external gaps between LSPs and customers are a loyalty and corporate brand image gap, an innovation and information technology gap and an information asymmetry gap.

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Sumaedi, Sik, Medi Yarmen, and I. Gede Mahatma Yuda Bakti. "Healthcare service quality model." International Journal of Productivity and Performance Management 65, no. 8 (November 14, 2016): 1007–24. http://dx.doi.org/10.1108/ijppm-08-2014-0126.

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Purpose The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia. Design/methodology/approach The research used a quantitative research method. Data were collected via a survey with questionnaire. The respondents are 154 patients of a healthcare institution in Jakarta, Indonesia. Findings The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare service interaction, and healthcare service environment. Healthcare service outcome has three subdimensions, i.e. waiting time, medicine, and effectiveness. Healthcare service interaction has three dimensions, namely, soft interaction, medical personnel expertise, and hard interaction. Healthcare service environment has two dimensions, which are equipment condition and ambient condition. Research limitations/implications This research was only conducted in one healthcare institution in Jakarta, Indonesia. The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across the customer of the healthcare institution. This study can be replicated with larger sample size and involving more healthcare institutions in order to examine the stability of the HSQ model. Practical implications Healthcare institution’s managers can use the HSQ model to monitor, measure, and improve their service quality. Originality/value There is a lack of research that develops and tests HSQ model based on multi-level approach in the context of developing country. This paper has fulfilled the gap.

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Deviana, Deviana, Suyoto Suyoto, Mahjudin Mahjudin, and Fery Adhy Permana. "ANALISIS MUTU PELAYANAN PENDIDIKAN DENGAN MODEL SERVICE QUALITY." Jurnal Riset Entrepreneurship 4, no. 1 (February 22, 2021): 19. http://dx.doi.org/10.30587/jre.v4i1.2281.

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Kualitas layanan pendidikan perlu diperhatikan guna mengetahui seberapa besar kepuasan mahasiswa sebagai pengguna layanan pendidikan. Tujuan penelitian ini untuk menganalisis mutu layanan Program Studi Magister Manajemen Universitas Muhammadiyah Gresik dengan menggunakan metode Service Quality (tangible, reliability, responsiveness, assurance, dan empathy). Penelitian ini menggunakan pendekatan kuantitatif dengan metode eksploratif dimana yang menjadi populasi dan sampel yakni 55 mahasiswa aktif Program Studi Magister Manajemen dari angkatan 2016 hingga 2019. Teknik analisis data yang digunakan adalah Service Quality dengan menentukan nilai gap antara persepsi dan kinerja, membuat rangking dari nilai gap tertinggi hingga terendah, dan diagram kartesius. Hasil penelitian menyatakan bahwa dari 5 dimensi service quality, terdapat 2 dimensi memiliki gap tertinggi yakni tangible dan responsiveness dikarenakan ketidaksesuaian mahasiswa Program Studi Magister Manajemen Universitas Muhammadiyah Gresik dalam mendapatkan pelayanan yang layak.

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Tsai, Wen-Hsien, Wei Hsu, and Wen-Chin Chou. "A gap analysis model for improving airport service quality." Total Quality Management & Business Excellence 22, no. 10 (October 2011): 1025–40. http://dx.doi.org/10.1080/14783363.2011.611326.

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WANG, YE, XIAOHU YANG, XINYU WANG, and ALEKSANDER J. KAVS. "PROQRASS: A PROCESS-BASED APPROACH TO QUALITY REQUIREMENTS ANALYSIS FOR SERVICE SYSTEMS." International Journal of Software Engineering and Knowledge Engineering 23, no. 07 (September 2013): 943–62. http://dx.doi.org/10.1142/s0218194013500277.

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Satisfying quality requirements for service systems is quite crucial and challenging. However, there is a gap between quality requirements analysis and quality requirements design in service systems. In order to bridge this gap, we provide a systematic approach — ProQRASS — to model and analyze quality requirements of services based on business processes, which are frequently used to model services. ProQRASS consists of five steps: (1) constructing business process models; (2) associating quality requirements with functional requirements of services in business process models; (3) identifying potential conflicts and cooperation among quality requirements; (4) filtering out false conflicts and cooperation; (5) resolving conflicts among quality requirements. We illustrate ProQRASS through an equity trading service system. We also evaluate its capability through the comparison with other approaches and conduct a usability investigation involving industrial experts. The result shows that ProQRASS is effective and useful.

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Chiang, Ting-Yi, and Yeng-Horng Perng. "A NEW MODEL TO IMPROVE SERVICE QUALITY IN THE PROPERTY MANAGEMENT INDUSTRY." International Journal of Strategic Property Management 22, no. 5 (September 24, 2018): 436–46. http://dx.doi.org/10.3846/ijspm.2018.5226.

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The categories and quality attributes of property services valued by customers in Taiwan are discussed in this paper. We proposed a hybrid model that combines SERVQUAL, the Kano model, and the Refined Kano model in order to examine a sample of three hundred customers. The results show that the new model analysis validated the effectiveness of the proposed approach while maintaining classification power at par with the Kano questionnaire; a lower turnover rate of service staff (X14) shall be considered the quality attribute of Potential (P), inferring that a lower dismissal rate of service staff allows the management to reduce oft-incurred training expenditures and maintain the company’s competitiveness. Indeed, a more consumer-oriented point of view and differentiated service strategies may effectively resolve the cognitive gap (and eventually the overall gap) between property service staff and customers. Consequently, property services providers would do well either to collaborate with research institutions or to carry out periodic surveys using questionnaires to improve the quality of their services.

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Salleh, Abrari, and Sha’ri Mohd Yusof. "Sustainable Service Quality of Water and Sewerage Companies." Journal of Business and Social Review in Emerging Economies 2, no. 1 (June 30, 2016): 1–12. http://dx.doi.org/10.26710/jbsee.v2i1.13.

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Objective: The purpose of this conceptual paper is to critically review and discuss the perceived service quality of the water and sewerage services with the addition of sustainability factor with respect to economic, environmental and social aspects among the Malaysian water and sewerage companies. Methodology: The review of various service quality models and sustainability models that has led to our findings on knowledge gap between sustainability and service quality especially in utility services sector (water and energy). Results: The authors propose a modified SERVQUAL model with six independent variables namely tangibles, reliability, responsiveness, assurance, and empathy with an additional dimension i.e. sustainability. Addition of sustainability has modified the existing SERVQUAL instrument to be called sustainable service quality or SUSSERV. Implication: The paper involves discovering the lack of research in sustainability service quality particularly in the context of Malaysian water services (including sewerage). This review should be able to answer the question why SERVQUAL is not appropriate for measuring water services quality thus requiring some improvement or modification using SUSSERV. Previous efforts and focus have been made based on water quality and water treatment or process quality (technical issues), thus this paper is an attempt to fill the gap between service, product and process quality by adding sustainability dimension in service quality evaluation.

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Dissertations / Theses on the topic "Gap Model of Service Quality"

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Müller, Sabine, Veronika Safarova, and Michelle Villavicencio. "Analysing the Communication Gap in a Business-to-Business Setting : A Qualitative Study of Alpha Inc. Sweden and its After Sales Service." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-25335.

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Svraka, Amela, and Karolina Wolnik. "A CASE STUDY INVESTIGATING IN CUSTOMER DEFECTION." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-179776.

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This master’s thesis investigates the Swedish American Chamber of Commerce (SACC) in Chicago, a non-profit organization, in order to aid it with customer defection. The chosen literature contributes to a better understanding of customer behavior, and thus, customer defection, by examining customer retention, customer defection, switching behaviors, and different gaps that can occur in the relationship between a service supplier and its customers. Through a systematic combining approach and empirical findings gained through semi-structured interviews with both executives and defected customers, this study reveals that the main reason for customer defection is a perceived lack of value in their membership to the SACC, along with the sentiment that their business-oriented expectations are not being met. As for the SACC, the Board members have a varied range of views as to the value of defected customers, though overall, acquisition is prioritized over customer defection strategies.

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D'Silva, J. "Investigating passenger satisfaction : a model for measuring service quality of low cost carriers." Thesis, Coventry University, 2015. http://curve.coventry.ac.uk/open/items/0be9fe3a-54b1-401a-98d6-51d833344285/1.

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Service quality is an integral part of the product/service offering provided to a customer. Along with continuously identifying customer expectations and perceptions about service quality, it is imperative for service providers to also investigate whether the service quality increases customer satisfaction and their behavioural intentions. This PhD study theoretically contributes by evaluating one comprehensive service quality model, SERVQUAL designed by Parasuraman et al. (1988), for its potential applicability. The study further contributes by identifying a gap in the literature that the original SERVQUAL model does not entirely represent LCC service quality therefore, LCCSQUAL is proposed: a revised conceptual model with twenty-five variables that reflect the industry-specific attributes of LCC services in the Middle East. LCCs became a common feature in the West after the appearance of Southwest airline in 1971, however in the Middle East; LCCs are a relatively new phenomenon. LCCs are growing rapidly due to the current development of the aviation industry, deregulation and open skies policies in many parts of the Middle East. Most research to date has focused on LCCs in Western or Asian culture, whereas limited research has been conducted in the Middle East region, hence, this study will focus on highlighting the historical development of the Middle East’s aviation industry and the phenomenal growth of the region’s LCCs. This research is first of its kind in the Middle East to be conducted on the LCC service quality as well as in a new cultural background and therefore, it is important to consider that passengers’ are influenced by their culture while making decisions, however; the original SERVQUAL model developed by Parasuraman et al. in (1985) does not include culture as one of the influences in consumer. This PhD study, therefore, bridges another gap in the knowledge by testing the LCCSQUAL in Middle Eastern culture. This PhD followed a multi methodology using both inductive and deductive approaches consisting of qualitative (interviews and a focus group discussion) and quantitative (a self-administered survey questionnaire) methods at Dubai International airport, which has a dedicated LCC terminal. A total of 540 questionnaires was distributed; however, only 516 were finally employed for quantitative analysis. For qualitative analysis, nine in-depth interviews with senior executives of LCC airlines and seven LCC passenger interviews was conducted along with one focus group interview with seven Emirati ladies, first time LCC travellers. Content analysis and NVivo 10 were utilised for qualitative findings and descriptive analysis, Spearman’s rank correlation, factor analysis and cross tabulation were employed to examine the quantitative results. Comparing the results of both methodologies indicated that, passengers experienced wider gaps in the tangibility, reliability and responsiveness dimensions of LCC service quality in the Middle East. The findings of the study concluded that LCC passengers have higher expectations of the LCC services due to receiving luxury services for a long time in the Middle East region. The revised model; LCCSQUAL was tested in the Middle Eastern culture with additional variables and is recommended to be further developed to be culture and country specific. Factor analysis results also highlighted that there are gaps between the expectations and perceptions of the passengers travelling with LCC. This study concludes with several recommendations to LCC management, such as, on-time performance, well-trained staff and crew members, providing clear information to the passengers and providing quality services with low fares.

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Johansson, Rebecka, and Ida Johansson. "Hantering av kundönskemål hos småhustillverkare : En analys utifrån GAP-modellen." Thesis, Tekniska Högskolan, Högskolan i Jönköping, JTH, Byggnadsteknik och belysningsvetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-36018.

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Syfte: På svenska småhusföretag kan kommunikationsbrister uppstå både internt och externt vilket kan leda till ett resultat som ej överensstämmer med kundens förväntningar. Detta beror på att luckor bildas i kommunikationen och en slags "visklek" uppstår. Det finns en modell vid namn GAP-modellen, vilken hjälper till att identifiera dessa luckor i organisationer. Målet med arbetet är att med hjälp av GAPmodellen ta fram ett arbetssätt för att förbättra hanteringen av kundönskemål hos småhustillverkare. Metod: För att besvara målet har litteraturstudie, intervjuer och en fokusgrupp utförts. Dessa har gjorts i samarbete med småhusföretaget Mjöbäcksvillan. Resultat: Ett antal förbättringsförslag har tagits fram för att förbättra Mjöbäcksvillans hantering av kundönskemål. Förbättringsförslagen kan sammanfattas till ”3 U” – utveckla huvudkontoret, utbilda säljarna och underlätta säljarens arbete. Konsekvenser: I arbetet har konkreta förbättringsförslag tagits fram för att undvika kommunikationsluckor på Mjöbäcksvillan. Dessa förbättringsförslag kan företaget använda sig av för att förbättra sin hantering av kundönskemål och därmed öka produktkvaliteten och kundnöjdheten. Begränsningar: Endast ett småhusföretag har undersökts, vilket leder till att resultatet ej är generaliserbart för alla företag i branschen. Dessutom valde företaget själva ut vilka kunder som skulle intervjuas, vilket kan leda till att endast de nöjdaste kunderna blev intervjuade.
Purpose: For Swedish house manufacturers, communication shortages can occur both internally and externally, which can lead to a result that does not match customer expectations. This is because gaps are formed in communication and a "whispering game" occurs. There is a model called "Gap Model of Service Quality" which helps identify these gaps in organisations. The aim of this report is to use the "Gap Model of Service Quality" to develop a way of working to improve the management of customer requests for house manufacturers. Method: To reach the aim, literature studies, interviews and a focus group have been conducted. These have been done in cooperation with the house manufacturer Mjöbäcksvillan. Findings: Several improvements have been developed to improve Mjöbäcksvillan´s management of customer requests. The improvement proposals can be summed up to: develop the headquarters, educate the sellers and facilitate the seller´s work. Implications: In the report, concrete improvement proposals have been developed to avoid communication gaps at Mjöbäcksvillan. These improvements can be used by the company to improve its customer demand management, thereby increasing product quality and customer satisfaction. Limitations: Only one house manufacturer has been investigated, which means that the result is not generalizable for all companies in the trade. In addition, the company itself selected which customers would be interviewed, which could result in only the most satisfied customers being interviewed.

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Al-Rayes, Raed N. "Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context." Thesis, University of Bradford, 2006. http://hdl.handle.net/10454/3740.

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The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.

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Al-Rayes, Raed Nasser. "Measuring service excellence in banking industry using an integrated approach : an empirical study in the Saudi context." Thesis, University of Bradford, 2006. http://hdl.handle.net/10454/3740.

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The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.

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Geibe, Mattias. "Kundservicekvalitet : En enkätundersökning om servicekvalitet i Apoteket AB:s uppsalabutiker." Thesis, Uppsala University, Department of Business Studies, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-106158.

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Spivack, Sheryl Marie Elliott. "A consensus model approach for assessing gaps between education system outputs and human resource demands in the tourism and hospitality sector to aid in the attainment of quality service goals." Thesis, University of Buckingham, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.313861.

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Sultana, Sarmin, and Shohel Rana. "Service Quality : (Service Gap Analysis) A case study - "Komvux"." Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073.

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The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction.

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Efendic, Elvira, and Sabina Lajiq. "Service Quality : A research on how recruitment companies secure service quality." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19422.

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Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate various quality levels? Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies. Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.

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Books on the topic "Gap Model of Service Quality"

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Galloway, R. L. An operations centred model of service quality. Leicester: De Montfort University, 2001.

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Galloway, R. L. Towards a model of service quality: An example in retail banking. Leicester: De Montfort University, 1994.

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Campbell, Dale F. The leadership gap: Model strategies for leadership development. Washington, DC: Community College Press, 2002.

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Gupta, Amit. Effect of service climate on service quality: Test of a model using hierarchical linear modeling. Bangalore: Indian Institute of Management, 2002.

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Amit, Gupta. Effect of service climate on service quality: Test of a model using structural equation modeling. Bangalore: Indian Institute of Management, 2002.

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Tsalolikhin, Paul. Service quality model for university restaurant: Case study: the University of Ulster. (s.l: The Author), 2001.

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Becser, Norbert. A decision support model for improving service quality, SQI-DSS: A new approach. Budapest, Hungary: Budapest University of Economics and Public Administration, Dept. of Business Economics, 2003.

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Caruana, Albert. Excellence, market orientation, some aspects of service quality and their effect on performance in service companies: Propositions and a model. Henley: The Management College, 1994.

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Forrester, Eileen C. CMMI for services: Guidelines for superior service. Upper Saddle River, NJ: Addison-Wesley, 2010.

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L, Buteau Brandon, and Shrum Sandy, eds. CMMI for services: Guidelines for superior service. Upper Saddle River, NJ: Addison-Wesley, 2010.

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Book chapters on the topic "Gap Model of Service Quality"

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Bitner, Mary Jo, Valarie A. Zeithaml, and Dwayne D. Gremler. "Technology’s Impact on the Gaps Model of Service Quality." In Handbook of Service Science, 197–218. Boston, MA: Springer US, 2010. http://dx.doi.org/10.1007/978-1-4419-1628-0_10.

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Frechette, Michael, Wootae Chun, and Tim Aubuchon. "Moderating Effects of Psychic Distance on the Gaps Model of Service Quality." In Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era, 481–83. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-11815-4_140.

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Susano, Raul, Carmen Jaca, and Rogério Puga-Leal. "Lean Services: An Approach for Supply Chains Based on the Gaps Model of Service Quality." In Proceedings of the Eighth International Conference on Management Science and Engineering Management, 533–39. Berlin, Heidelberg: Springer Berlin Heidelberg, 2014. http://dx.doi.org/10.1007/978-3-642-55182-6_46.

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Mancioppi, Michele, Mikhail Perepletchikov, Caspar Ryan, Willem-Jan van den Heuvel, and Mike P. Papazoglou. "Towards a Quality Model for Choreography." In Service-Oriented Computing – ICSOC 2007, 435–44. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-16132-2_41.

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Regev, Gil, Olivier Hayard, Donald C. Gause, and Alain Wegmann. "Toward a Service Management Quality Model." In Requirements Engineering: Foundation for Software Quality, 16–21. Berlin, Heidelberg: Springer Berlin Heidelberg, 2009. http://dx.doi.org/10.1007/978-3-642-02050-6_2.

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Kim, Mi, Jin Ho Park, and Nam Yong Lee. "A Quality Model for IoT Service." In Advances in Computer Science and Ubiquitous Computing, 497–504. Singapore: Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-10-3023-9_77.

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Fodor, Gábor, Karim El-Malki, and David Partain. "Closing the Gap Between Industry, Academia and Users: Is There a Need for QoS in Wireless Systems ?" In Quality of Service – IWQoS 2005, 375–78. Berlin, Heidelberg: Springer Berlin Heidelberg, 2005. http://dx.doi.org/10.1007/11499169_37.

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Jo, Hyun-Woong, and Sang-Wook Kim. "A Service Quality Model for the Public Information Service." In U- and E-Service, Science and Technology, 332–40. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-27210-3_44.

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Banchs, Albert, Olga Leon, and Sebastia Sallent. "The Olympic Service Model: Issues and Architecture." In Quality of Future Internet Services, 170–89. Berlin, Heidelberg: Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/3-540-45412-8_13.

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Apte, Uday M., Richard A. Cavaliere, and G. G. Hegde. "Improving Claims Operations: A Model-Based Approach." In The Service Productivity and Quality Challenge, 281–310. Dordrecht: Springer Netherlands, 1995. http://dx.doi.org/10.1007/978-94-011-0073-1_11.

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Conference papers on the topic "Gap Model of Service Quality"

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Zhou pei, Peng shuang, and Hu limin. "Promoting the higher education based on the service quality gap model." In 2010 2nd International Conference on Information Science and Engineering (ICISE). IEEE, 2010. http://dx.doi.org/10.1109/icise.2010.5691143.

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Dias Jr., José Jorge L., José Adson O. G. da Cunha, Alexandre Álvaro, Roberto S. M. de Barros, and Silvio Romero de Lemos Meira. "Web Services Quality Assurance: A XML-Based Quality Model." In Simpósio Brasileiro de Qualidade de Software. Sociedade Brasileira de Computação - SBC, 2007. http://dx.doi.org/10.5753/sbqs.2007.15564.

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The task of reusing Web services that meet quality attributes requirements is a challenging issue in service-based development approach. In such a context, a quality model can provide the means to effectively evaluation of services, enabling the certification of these services. In this sense, this paper proposes a quality model based on the ISO 9126 standard, defining a set of attributes and metrics for an effective evaluation of Web services. A XML-based representation and security schema for the model was created to support a service certification process. Moreover, a preliminary case study was elaborate in order to verify the gap between the proposed model and the available information by the Web services providers.

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Hamdani, Rahadian Agus. "Gap Analysis E-Procurement Satisfaction Service Quality Index Through Internal and External Survey Using E-Service Quality Model." In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020). Paris, France: Atlantis Press, 2021. http://dx.doi.org/10.2991/aebmr.k.210831.135.

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Guofeng Cheng and Wei Yan. "Study on the model of service quality gap in urban rail transit." In 2008 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). IEEE, 2008. http://dx.doi.org/10.1109/soli.2008.4682975.

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Li, Xiong, Liu Wen, and Zhou Xuan. "Service process optimization of China mobile multimedia broadcasting based on the gaps model of service quality and the service blueprint." In 2011 International Conference on E-Business and E-Government (ICEE). IEEE, 2011. http://dx.doi.org/10.1109/icebeg.2011.5881593.

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Yanfu Zhang, Haiyan Chen, Lin Liu, and Ming Zeng. "Service quality management based on the gaps model theory for power supply enterprises." In 2008 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). IEEE, 2008. http://dx.doi.org/10.1109/soli.2008.4686542.

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Mujinga, Mathias. "Retail banking service quality measurement: SERVQUAL gap analysis." In 2019 Conference on Information Communications Technology and Society (ICTAS). IEEE, 2019. http://dx.doi.org/10.1109/ictas.2019.8703635.

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Tansakul, Chatwadee, Jirachai Buddhakulsomsiri, Thananya Wasusri, Papusson Chaiwat, and Taweesak Kritjaroen. "A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS." In International Conference on Engineering, Project, and Production Management. Association of Engineering, Project, and Production Management, 2013. http://dx.doi.org/10.32738/ceppm.201310.0048.

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Shu-Ping Lin, Lu-Fang Chen, and Ya-Hui Chan. "What is the valuable service quality gap for improving customer satisfaction?" In 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174891.

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Xu, Xianying, and Qinhai Ma. "Improvement on the Method of Service Quality Gap Measurement." In 2007 International Conference on Wireless Communications, Networking and Mobile Computing. IEEE, 2007. http://dx.doi.org/10.1109/wicom.2007.802.

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Reports on the topic "Gap Model of Service Quality"

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Zhang, Yongping, Wen Cheng, and Xudong Jia. Enhancement of Multimodal Traffic Safety in High-Quality Transit Areas. Mineta Transportation Institute, February 2021. http://dx.doi.org/10.31979/mti.2021.1920.

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Numerous extant studies are dedicated to enhancing the safety of active transportation modes, but very few studies are devoted to safety analysis surrounding transit stations, which serve as an important modal interface for pedestrians and bicyclists. This study bridges the gap by developing joint models based on the multivariate conditionally autoregressive (MCAR) priors with a distance-oriented neighboring weight matrix. For this purpose, transit-station-centered data in Los Angeles County were used for model development. Feature selection relying on both random forest and correlation analyses was employed, which leads to different covariate inputs to each of the two jointed models, resulting in increased model flexibility. Utilizing an Integrated Nested Laplace Approximation (INLA) algorithm and various evaluation criteria, the results demonstrate that models with a correlation effect between pedestrians and bicyclists perform much better than the models without such an effect. The joint models also aid in identifying significant covariates contributing to the safety of each of the two active transportation modes. The research results can furnish transportation professionals with additional insights to create safer access to transit and thus promote active transportation.

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Snir, Y., Y. Ramberg, J. Strassner, R. Cohen, and B. Moore. Policy Quality of Service (QoS) Information Model. RFC Editor, November 2003. http://dx.doi.org/10.17487/rfc3644.

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Ash, G., A. Morton, M. Dolly, P. Tarapore, C. Dvorak, and Y. El. Y.1541-QOSM: Model for Networks Using Y.1541 Quality-of-Service Classes. RFC Editor, October 2010. http://dx.doi.org/10.17487/rfc5976.

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Bader, A., L. Westberg, G. Karagiannis, C. Kappler, and T. Phelan. RMD-QOSM: The NSIS Quality-of-Service Model for Resource Management in Diffserv. RFC Editor, October 2010. http://dx.doi.org/10.17487/rfc5977.

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Aalto, Juha, and Ari Venäläinen, eds. Climate change and forest management affect forest fire risk in Fennoscandia. Finnish Meteorological Institute, June 2021. http://dx.doi.org/10.35614/isbn.9789523361355.

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Forest and wildland fires are a natural part of ecosystems worldwide, but large fires in particular can cause societal, economic and ecological disruption. Fires are an important source of greenhouse gases and black carbon that can further amplify and accelerate climate change. In recent years, large forest fires in Sweden demonstrate that the issue should also be considered in other parts of Fennoscandia. This final report of the project “Forest fires in Fennoscandia under changing climate and forest cover (IBA ForestFires)” funded by the Ministry for Foreign Affairs of Finland, synthesises current knowledge of the occurrence, monitoring, modelling and suppression of forest fires in Fennoscandia. The report also focuses on elaborating the role of forest fires as a source of black carbon (BC) emissions over the Arctic and discussing the importance of international collaboration in tackling forest fires. The report explains the factors regulating fire ignition, spread and intensity in Fennoscandian conditions. It highlights that the climate in Fennoscandia is characterised by large inter-annual variability, which is reflected in forest fire risk. Here, the majority of forest fires are caused by human activities such as careless handling of fire and ignitions related to forest harvesting. In addition to weather and climate, fuel characteristics in forests influence fire ignition, intensity and spread. In the report, long-term fire statistics are presented for Finland, Sweden and the Republic of Karelia. The statistics indicate that the amount of annually burnt forest has decreased in Fennoscandia. However, with the exception of recent large fires in Sweden, during the past 25 years the annually burnt area and number of fires have been fairly stable, which is mainly due to effective fire mitigation. Land surface models were used to investigate how climate change and forest management can influence forest fires in the future. The simulations were conducted using different regional climate models and greenhouse gas emission scenarios. Simulations, extending to 2100, indicate that forest fire risk is likely to increase over the coming decades. The report also highlights that globally, forest fires are a significant source of BC in the Arctic, having adverse health effects and further amplifying climate warming. However, simulations made using an atmospheric dispersion model indicate that the impact of forest fires in Fennoscandia on the environment and air quality is relatively minor and highly seasonal. Efficient forest fire mitigation requires the development of forest fire detection tools including satellites and drones, high spatial resolution modelling of fire risk and fire spreading that account for detailed terrain and weather information. Moreover, increasing the general preparedness and operational efficiency of firefighting is highly important. Forest fires are a large challenge requiring multidisciplinary research and close cooperation between the various administrative operators, e.g. rescue services, weather services, forest organisations and forest owners is required at both the national and international level.

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Day, Christopher M., Hiromal Premachandra, and Darcy M. Bullock. Characterizing the Impacts of Phasing, Environment, and Temporal Factors on Pedestrian Demand at Traffic Signals. Purdue University, 2011. http://dx.doi.org/10.5703/1288284317352.

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There is a need for more and higher quality data on pedestrian demand patterns for a number of applications in planning, transportation engineering, public health, and other areas. It is particularly desirable to better characterize the influence of daily, weekly, and annual variations; the impact of weather and special events; and the effects of changes in pedestrian phasing. This paper proposes and demonstrates a methodology for quantifying the relative demand for pedestrian service at a signalized intersection by using the percent of signal cycles per hour in which the pedestrian phase was actuated. Although this performance measure does not by itself provide a pedestrian count, it can be used as a surrogate to characterize how pedestrian volumes vary due to operating conditions. More importantly, since this technique does not require new sensors, the data can be collected at thousands of intersections across the nation where pedestrian push buttons are in use. This paper documents findings from over a year of data collection at a signalized intersection on a college campus. The effects of daily/weekly/annual variations, special events, weather (temperature and precipitation), seasonal changes in activity patterns, and changes in pedestrian signal phasing are documented. A Tobit model is used to account for the influences of these variables and understand how they co-influence pedestrian activity. The implementation of an exclusive pedestrian phase is associated with a 9% increase in pedestrian phase utilization at the intersection. This change is associated with a decrease in user cost relative to performing midblock crossings. The modeled impact of snowfall events adds further insight by showing that as the user cost of making midblock crossings increases, pedestrian activity at the intersection increases.

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Milek, Karen, and Richard Jones, eds. Science in Scottish Archaeology: ScARF Panel Report. Society of Antiquaries of Scotland, September 2012. http://dx.doi.org/10.9750/scarf.06.2012.193.

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The main recommendations of the panel report can be summarised under four key headings:  High quality, high impact research: the importance of archaeological science is reflected in work that explores issues connected to important contemporary topics, including: the demography of, the nature of movement of, and contact between peoples; societal resilience; living on the Atlantic edge of Europe; and coping with environmental and climatic change. A series of large-scale and integrated archaeological science projects are required to stimulate research into these important topics. To engage fully with Science in Scottish Archaeology iv these questions data of sufficient richness is required that is accessible, both within Scotland and internationally. The RCAHMS’ database Canmore provides a model for digital dissemination that should be built on.  Integration: Archaeological science should be involved early in the process of archaeological investigation and as a matter of routine. Resultant data needs to be securely stored, made accessible and the research results widely disseminated. Sources of advice and its communication must be developed and promoted to support work in the commercial, academic, research, governmental and 3rd sectors.  Knowledge exchange and transfer: knowledge, data and skills need to be routinely transferred and embedded across the archaeological sector. This will enable the archaeological science community to better work together, establishing routes of communication and improving infrastructure. Improvements should be made to communication between different groups including peers, press and the wider public. Mechanisms exist to enable the wider community to engage with, and to feed into, the development of the archaeological and scientific database and to engage with current debates. Projects involving the wider community in data generation should be encouraged and opportunities for public engagement should be pursued through, for example, National Science Week and Scottish Archaeology Month.  Networks and forums: A network of specialists should be promoted to aid collaboration, provide access to the best advice, and raise awareness of current work. This would be complemented by creating a series inter-disciplinary working groups, to discuss and articulate archaeological science issues. An online service to match people (i.e. specialist or student) to material (whether e.g. environmental sample, artefactual assemblage, or skeletal assemblage) is also recommended. An annual meeting should also be held at which researchers would be able to promote current and future work, and draw attention to materials available for analysis, and to specialists/students looking to work on particular assemblages or projects. Such meetings could be rolled into a suitable public outreach event.

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Perceptions of community pharmacists, patent and proprietary medicine vendors, and their clients regarding quality of family planning services: The IntegratE Project. Population Council, 2021. http://dx.doi.org/10.31899/rh17.1016.

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The IntegratE Project is a four-year initiative (2017–21) implemented by the Population Council and partners that seeks to increase access to contraceptive methods by involving the private sector (community pharmacists [CPs] and patent and proprietary medicine vendors [PPMVs]) in family planning (FP) service delivery in Lagos and Kaduna States, Nigeria. The project aims to establish a regulatory system with the Pharmacists Council of Nigeria to ensure that CPs and PPMVs provide quality FP services, comply with FP regulations, and report service statistics to the Health Information Management System (HMIS). To achieve this, the project is implementing: a pilot three-tiered accreditation system for PPMVs; a supervisory model to ensure standard drug-stocking practices; building the capacity of CPs and PPMVs to provide a wider range of FP services and data report to the HMIS. This brief focuses on quality of care received by women voluntarily seeking FP services from CPs and PPMVs. CPs and PPMVs and their clients appear to be satisfied with the FP services offered by CPs and PPMVs; on-going learning opportunities, and a supportive supervision system that is properly coordinated should be sufficient to maintain the quality of services offered by CPs and PPMVs.

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Voices of vulnerable and underserved adolescents in Guatemala: A summary of the qualitative study 'Understanding the lives of indigenous young people in Guatemala'. Population Council, 2005. http://dx.doi.org/10.31899/pgy19.1011.

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Governments in developing countries recognize the need for appropriate technology for the treatment of emergencies from incomplete abortion or miscarriage. Numerous studies have investigated the appropriateness of an integrated model of postabortion care (PAC) that includes three essential elements: emergency treatment for spontaneous or induced abortion; counseling and family planning services; and links to other reproductive health services. Many integrated PAC services include replacement of the conventional clinical treatment, sharp curettage (SC), with manual vacuum aspiration (MVA). In 1997 and 1999 the Population Council supported intervention studies in Mexico and Bolivia, respectively, to assess PAC programs in terms of safety, effectiveness, quality of care, cost, and subsequent contraceptive use by clients. Both interventions introduced integrated PAC services and compared the outcomes of MVA and SC use in large public hospitals. To assess changes in service quality and costs, researchers analyzed clinical records and interviewed clients and providers before and after the interventions. As noted in this summary, SC and MVA are equally safe and effective and can be provided on an outpatient basis. Integrating clinical treatment with family planning counseling and services increased clients’ knowledge and contraceptive use.

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Bolivia and Mexico: System-wide planning is needed for decentralized postabortion care. Population Council, 2005. http://dx.doi.org/10.31899/rh16.1000.

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Governments in developing countries recognize the need for appropriate technology for the treatment of emergencies from incomplete abortion or miscarriage. Numerous studies have investigated the appropriateness of an integrated model of postabortion care (PAC) that includes three essential elements: emergency treatment for spontaneous or induced abortion; counseling and family planning services; and links to other reproductive health services. Many integrated PAC services include replacement of the conventional clinical treatment, sharp curettage (SC), with manual vacuum aspiration (MVA). In 1997 and 1999 the Population Council supported intervention studies in Mexico and Bolivia, respectively, to assess PAC programs in terms of safety, effectiveness, quality of care, cost, and subsequent contraceptive use by clients. Both interventions introduced integrated PAC services and compared the outcomes of MVA and SC use in large public hospitals. To assess changes in service quality and costs, researchers analyzed clinical records and interviewed clients and providers before and after the interventions. As noted in this summary, SC and MVA are equally safe and effective and can be provided on an outpatient basis. Integrating clinical treatment with family planning counseling and services increased clients’ knowledge and contraceptive use.

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