Relevant bibliographies by topics / SERVICE-QUALITY-MODEL

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'SERVICE-QUALITY-MODEL'

Author: Grafiati
Published: 4 June 2021
Last updated: 26 July 2025

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Journal articles on the topic "SERVICE-QUALITY-MODEL"

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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 (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
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Dr. V. Mallikarjuna, Dr V. Mallikarjuna, and S. Reddy Murali. "Conceptual Model for Assessing Service Quality of Mobile Banking." Indian Journal of Applied Research 4, no. 4 (2011): 334–36. http://dx.doi.org/10.15373/2249555x/apr2014/103.

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Santos, Jessica. "E‐service quality: a model of virtual service quality dimensions." Managing Service Quality: An International Journal 13, no. 3 (2003): 233–46. http://dx.doi.org/10.1108/09604520310476490.

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Kang, Gi‐Du, and Jeffrey James. "Service quality dimensions: an examination of Grönroos’s service quality model." Managing Service Quality: An International Journal 14, no. 4 (2004): 266–77. http://dx.doi.org/10.1108/09604520410546806.

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Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a m
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Uprety, Indu, and Amit Chaudhary. "Tri-service model: a concept of service quality." International Journal of System Assurance Engineering and Management 8, S2 (2016): 823–35. http://dx.doi.org/10.1007/s13198-016-0530-3.

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Miss., Vrushali Shrenik Shah, and Sunil Subhash Patil Dr. "A Conceptual Study Of Servqual Model For Measuring Service Quality." International Journal of Advance and Applied Research 3, no. 8 (2022): 20–22. https://doi.org/10.5281/zenodo.7512267.

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As per the recent report (https://www.intercom.com/blog/bridging-the-customer- expectation-gap/) 73% of leaders come to the conclusion that the actual expectations of the customers are increasing day –by – day while on the other hand 42% of the leaders analyze that they are now meeting the customer’s expectations. In order to meet the increasing needs of the consumer the measurement of service quality is essential which assists in retaining the market share of the customers and attracting more customers. The paper contains the conceptual explanations on the Servqual Model for
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Yeh, Chun-Wu, Avus Hou, Chin-Chun Huang, Li-Ching Huang, and Kuo-Lung Wu. "A Model to Improve Service Quality." Journal of Applied Sciences 13, no. 9 (2013): 1522–29. http://dx.doi.org/10.3923/jas.2013.1522.1529.

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Kolanović, Ines, Čedomir Dundović, and Alen Jugović. "Customer-based Port Service Quality Model." PROMET - Traffic&Transportation 23, no. 6 (2012): 495–502. http://dx.doi.org/10.7307/ptt.v23i6.184.

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This port service quality study is an important precondition for an efficient development of port industry and traffic system as a whole. It is due to the complexity of any port, as a system consisting of a large number of stakeholders rendering services to customers with various requirements, that a unique set of port service quality indices has been still missing. For this reason, the paper explains the port service quality concept in compliance with stakeholders and their requirements within the context of port service quality. The aim of the paper is to present a proposal for a customer-ba
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Haywood‐Farmer, John. "A Conceptual Model of Service Quality." International Journal of Operations & Production Management 8, no. 6 (1988): 19–29. http://dx.doi.org/10.1108/eb054839.

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Ahmad, Masitah, and Jemal H. Abawajy. "Digital Library Service Quality Assessment Model." Procedia - Social and Behavioral Sciences 129 (May 2014): 571–80. http://dx.doi.org/10.1016/j.sbspro.2014.03.715.

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Dissertations / Theses on the topic "SERVICE-QUALITY-MODEL"

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Li, Yi-Min. "A service quality performance evaluation model for hotel service." Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.

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Galloway, R. Les. "An operations centred model of service quality." Thesis, De Montfort University, 2001. http://hdl.handle.net/2086/4217.

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Owrak, Ali. "A quality evaluation model for service-oriented software." Thesis, University of Manchester, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.499901.

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Bopanna, Sumanth M. "The Extended Quality-of-Service Resource Allocation Model." Ohio University / OhioLINK, 2005. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1130198581.

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Walker, Joseph T., Gene Farren, Andy R. Dotterweich, James Gould, and Laura Walker. "Fitness Center Service Quality Model Confirmation SQAS-19." Digital Commons @ East Tennessee State University, 2017. https://dc.etsu.edu/etsu-works/3791.

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A fitness center service quality measure was tested with 151 respondents to confirm a 19-item, five-factor model. The results substantiated the SQAS-19 as an adequate measure of fitness center service quality in that it continued to demonstrate that service quality is a multidimensional construct. Alpha and construct reliability coefficients found within the current study were relatively consistent with prior findings that support the use of this more parsimonious and less invasive version of a fitness center service quality assessment.Subscribe to JPRA
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Shahin, Arash. "A comprehensive model for service quality design : integrating CRS, SQFD and other advanced quality engineering techniques for designing quality service." Thesis, University of Newcastle Upon Tyne, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.483650.

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Valenzuela, Franco, Jeysev Estocalenko, José Rojas, and Carlos Raymundo. "Lean service quality model to improve the performance of service in automotive dealer." Springer Verlag, 2020. http://hdl.handle.net/10757/656345.

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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.<br>The service sector, specifically the automotive sector, has witnessed significant growth in the economy and is constantly searching for methods to improve its quality indexes with its customers; however, errors in general repairs are ever present in this tertiary activity. This document undertakes a practical study to measure the effectiveness of the Lean Service Quality (LSQ) model, which combines the development of a multi-elemental scale to
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Lumyong, Rotjarek, and Suppalak Suksom. "Service Quality of Thai Travel Agency, Thailand Resor AB, in Sweden." Thesis, Mälardalen University, Mälardalen University, Mälardalen University, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-7789.

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<p>The customers perceived all 5 SERVQUAL dimensions; tangibles, reliability, assurance, responstiveness, and empathy, pertaining service quality performance at low level when compared with their expectation. Thailand Resor AB should fulfill these 5 gaps and pay attention at assurance dimension concerning conveying trust and confidence because of the highest gap. The dimension of tangibles (equipment, physical facilities, etc.), empathy (ability to see through the customer’s eyes), responstiveness (willingness to help and provide prompt service), and reliability (doing what company have promis
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Boakye, Kwabena G. "A Relationship-based Cross National Customer Decision-making Model in the Service Industry." Thesis, University of North Texas, 2013. https://digital.library.unt.edu/ark:/67531/metadc283834/.

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In 2012, the CIA World Fact Book showed that the service sector contributed about 76.6% and 51.4% of the 2010 gross national product of both the United States and Ghana, respectively. Research in the services area shows that a firm's success in today's competitive business environment is dependent upon its ability to deliver superior service quality. However, these studies have yet to address factors that influence customers to remain committed to a mass service in economically diverse countries. In addition, there is little research on established service quality measures pertaining to the ma
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Wang, Tianjin. "A service quality model matched by a customised instrument for measurement of retail service sector performance." Thesis, University of the West of Scotland, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.388216.

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Developed nations, like the United Kingdom, increasingly have become service-based economies: in Taiwan, service industry accounts for more than 50% of GDP, exceeding the output value of manufacturing industry. Since 1988, Taiwan has followed the trend towards dominant employment by the service sector as opposed to manufacturing activity. The measurement of service quality performance is therefore important. Thus the main aim of this research programme was to develop a Service Quality Performance (SQP) model and to match it by a customised instrument for measurement of service quality performa
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Books on the topic "SERVICE-QUALITY-MODEL"

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

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American Association of Blood Banks. Transfusion Service Quality Assurance Committee., ed. A model quality system for the transfusion service. American Association of Blood Banks, 1997.

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William, Boulding, and Marketing Science Institute, eds. Conceptualizing and testing a dynamic process model of service quality. Marketing Science Institute, 1992.

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William, Boulding, and Marketing Science Institute, eds. Conceptualizing and testing a dynamic process model of service quality. Marketing Science Institute, 1992.

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

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

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

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Becser, Norbert. A decision support model for improving service quality, SQI-DSS: A new approach. 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. The Management College, 1994.

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Book chapters on the topic "SERVICE-QUALITY-MODEL"

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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. Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-10-3023-9_77.

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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. Springer Berlin Heidelberg, 2009. http://dx.doi.org/10.1007/978-3-642-02050-6_2.

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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. Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-27210-3_44.

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Shi, Xiaohui, and Tian’en Chen. "Evaluation Model of Tea Industry Information Service Quality." In Computer and Computing Technologies in Agriculture IX. Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-48354-2_33.

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Liue, Zhiliang, Jinlong Zhang, and Lingfei Zou. "ITSQM: A Conceptual Model of IT Service Quality." In Lecture Notes in Electrical Engineering. Springer London, 2012. http://dx.doi.org/10.1007/978-1-4471-4600-1_21.

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D’Ambrogio, Andrea. "Model-Driven Quality Engineering of Service-Based Systems." In Multimedia Services in Intelligent Environments. Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-13355-8_6.

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Zheng, Bing, Yi Xiong Feng, Jian Rong Tan, and Jun Hua Che. "An Exploratory Study of Logistics Service Quality Model." In Materials Science Forum. Trans Tech Publications Ltd., 2006. http://dx.doi.org/10.4028/0-87849-421-9.1052.

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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. Springer US, 2010. http://dx.doi.org/10.1007/978-1-4419-1628-0_10.

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Vahdat, Vahab, Seyedmohammad Salehi, and Nima Ahmadi. "Service Quality Assessment via Enhanced Data-Driven MCDM Model." In Advances in Service Science. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-04726-9_22.

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Sadkowski, Wojciech, and Piotr Jedynak. "A quality cost accounting model dedicated to service enterprises." In Quality Management and Accounting in Service Industries. Routledge, 2022. http://dx.doi.org/10.4324/9781003275022-5.

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Conference papers on the topic "SERVICE-QUALITY-MODEL"

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Schily, Hans, Alexander Charlish, Raviraj Adve, and Anke Schmeink. "Distributed Quality of Service Multi-Sensor Resource Allocation Model." In 2024 International Radar Conference (RADAR). IEEE, 2024. https://doi.org/10.1109/radar58436.2024.10993883.

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Hariri, A., J. P. T. Domingues, and P. Sampaio. "Assessing Healthcare Service Quality in Educational Hospitals Using the SERVQUAL Model." In 2024 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2024. https://doi.org/10.1109/ieem62345.2024.10857212.

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Zhou, Ping, Zhipeng Wang, Wenjing Li, and Ning Jiang. "Quality Model of Cloud Service." In 2015 IEEE 17th International Conference on High-Performance Computing and Communications; 2015 IEEE 7th International Symposium on Cyberspace Safety and Security; and 2015 IEEE 12th International Conference on Embedded Software and Systems. IEEE, 2015. http://dx.doi.org/10.1109/hpcc-css-icess.2015.134.

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Aljazzaf, Zainab M. "TQoSM: Total quality of service model." In 2015 International Conference on Industrial Engineering and Operations Management (IEOM). IEEE, 2015. http://dx.doi.org/10.1109/ieom.2015.7228116.

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Yang, Jin, Xu Chen, and Huan Yang. "Evaluation Model for Hospital Service Quality." In International Conference on Logistics Engineering, Management and Computer Science (LEMCS 2015). Atlantis Press, 2015. http://dx.doi.org/10.2991/lemcs-15.2015.289.

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Wen, Pang Xiong, and Li Dong. "Quality Model for Evaluating SaaS Service." In 2013 Fourth International Conference on Emerging Intelligent Data and Web Technologies (EIDWT). IEEE, 2013. http://dx.doi.org/10.1109/eidwt.2013.19.

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Giovanoli, Claudio. "Cloud Service Quality Model: A Cloud Service Quality Model based on Customer and Provider Perceptions for Cloud Service Mediation." In 9th International Conference on Cloud Computing and Services Science. SCITEPRESS - Science and Technology Publications, 2019. http://dx.doi.org/10.5220/0007587502410248.

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Ahmadi Oskooei, Meysam, and Salwani Mohd Daud. "Quality of service (QoS) model for web service selection." In 2014 International Conference on Computer, Communications, and Control Technology (I4CT). IEEE, 2014. http://dx.doi.org/10.1109/i4ct.2014.6914187.

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Ravi, Hariharan, Vedapradha Radhakrishna, David Winster, Sudha Elango, and Sharath Ambrose. "Blockchain-service quality-service value model to tourism experience." In 7TH INTERNATIONAL CONFERENCE ON NANOSCIENCE AND NANOTECHNOLOGY. AIP Publishing, 2024. http://dx.doi.org/10.1063/5.0196253.

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Haque, Adil. "Quality of Service: Model, Algorithms and Architectures." In 2008 IEEE International Networking and Communications Conference (INCC). IEEE, 2008. http://dx.doi.org/10.1109/incc.2008.4562672.

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Reports on the topic "SERVICE-QUALITY-MODEL"

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Snir, Y., Y. Ramberg, J. Strassner, R. Cohen, and B. Moore. Policy Quality of Service (QoS) Information Model. RFC Editor, 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, 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, 2010. http://dx.doi.org/10.17487/rfc5977.

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Mallory, Richard E. Service Quality Standards for the Public Sector. Asian Productivity Organization, 2025. https://doi.org/10.61145/szra3943.

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Governments around the world are seeking new ways to deliver efficient, effective, and transparent services. A new P-Insights report, Service Quality Standards for the Public Sector, introduces the ASQ/ANSI G1:2021 standard as a practical framework for improving service quality across all levels of government. The report explains how ANSI G1 enables public agencies to evaluate performance objectively using measurable outcomes, maturity scoring, and best practice workflows. Unlike traditional models such as ISO 9001, this approach allows for detailed analysis at the unit level, helping leaders
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Sinsay-Villanueva, Leih Maruss, Glenda Darlene Garcia, Valerie Lim, et al. Quality Education Starting with Teacher Education. Philippine Institute for Development Studies, 2025. https://doi.org/10.62986/dp2025.04.

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Teacher education and development in the Philippines face serious challenges, including underperforming teacher education institutions (TEIs), inadequate and often misguided professional development systems, and an unclear career progression track. A particular concern is the persistently low average passing rates in the Licensure Examination for Teachers (LET), indicating that underperforming TEIs dominate teacher production, crowding out graduates from better-performing TEIs. This study investigates the pre-service aspect of teacher quality, aiming to determine the indicators of quality in t
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Echevin, Damien, Bernard Fortin, and Aristide Houndetoungan. Healthcare Quality by Specialists under a Mixed Compensation System: an Empirical Analysis. CIRANO, 2023. http://dx.doi.org/10.54932/cttw3290.

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We analyze the effects of a mixed compensation (MC) scheme for specialists on the quality of their healthcare services. To do so, we exploit a major reform that was implemented in Quebec (Canada) in 1999. The government introduced a payment mechanism combining a fixed per diem with a reduced fee per clinical service. Using panel patient-doctor data covering the period 1996-2016 and including 320,441 patients, we estimate a multi-state multi-spell hazard model with correlated heterogeneity, analogous to a difference-in-differences approach. We compute three output-based quality indicators from
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Author, Unknown. L41046 Applicability of the Industrial Source Complex (ISC) Dispersion Model to Compressor Stations. Pipeline Research Council International, Inc. (PRCI), 1990. http://dx.doi.org/10.55274/r0010885.

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The EPA's Industrial Source Complex (ISC) dispersion model was evaluated to determine its applicability to the gas industry. The ISC model uses meteorological data to estimate air quality impacts from multiple source industrial complexes. General features of the ISC model particularly applicable to the gas industry include: 1) Variation of source emission rate by hour and season; 2) Rural and urban mode dispersion parameters; 3) Use of on-site meteorological data or observations from nearby National Weather Service (NWS) surface stations; and 4) Calculation of the effects of adjacent or nearby
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Andriessen, K., C. Ramamurthy, T. Fraser, et al. Suicide postvention and bereavement support services. The Sax Institute, 2024. https://doi.org/10.57022/vyoy9587.

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In Tasmania, there have been 841 deaths by suicide over the past 10 years. Exposure to suicide significantly increases the risk of adverse mental health and suicidal behaviour among those affected, making effective postvention services a crucial component of suicide prevention strategies. This Evidence Check aimed to find which suicide postvention service models are effective in reducing distress in family, friends, and communities following a suicide. The Evidence Check included 19 peer-reviewed research studies from the US, Australia, and Europe, and 14 guidelines. The studies reviewed vario
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Alves, Jose-Henrique, Roberto Padilla-Hernandez, Deanna Spindler, et al. Development of a wave model component in the first coupled Global Ensemble Forecast System at NOAA. Engineer Research and Development Center (U.S.), 2025. https://doi.org/10.21079/11681/49784.

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We describe the development of the wave component in the first global-scale coupled operational forecast system using the Unified Forecasting System at NOAA, part of the U.S. National Weather Service operational forecasting suite. The operational implementation of the atmosphere–wave coupled Global Ensemble Forecast System, version 12, was a critical step in NOAA’s transition to the broader community based UFS framework. GEFSv12 represents a significant advancement, extending forecast ranges and empowering the NWS to deliver advanced weather predictions with extended lead times for high-impact
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Quiroga, Ricardo, William J. Vaughan, and Sergio Ardila. A Review of the Use of Contingent Valuation Methods in Project Analysis at the Inter-American Development Bank. Inter-American Development Bank, 1998. http://dx.doi.org/10.18235/0011572.

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This paper (ENV-126) was originally presented at a National Science Foundation Workshop on Alternatives to Traditional Contingent Valuation Methods in Environmental Valuation, held at Vanderbilt University, Nashville Tennessee, on October 15-16, 1998. This paper reviews the past ten years of the Inter-American Development Bank's experience with stated preference methods, concentrating on their use in the cost-benefit analysis of projects supplying sewer service and improving ambient water quality in Latin America and the Caribbean. It reports the range of willingness to pay estimates involved,
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