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

Author: Grafiati

Published: 4 June 2021

Last updated: 25 January 2023

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1

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 (October 1, 2011): 334–36. http://dx.doi.org/10.15373/2249555x/apr2014/103.

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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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3

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

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4

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 (August 1, 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 more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.

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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 (September 7, 2016): 823–35. http://dx.doi.org/10.1007/s13198-016-0530-3.

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6

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 (April 15, 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 (February 21, 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-based port service quality model based on empirical study and its reliability testing on a selected sample. The proposed model is defined by five factors and fits satisfactorily into the obtained poll questionnaire results. The statistical data processing package SPSS 16.0 and the LISREL 8.54 programme were used in the study. KEY WORDS: port service, customer, model, factor analysis

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8

Haywood‐Farmer, John. "A Conceptual Model of Service Quality." International Journal of Operations & Production Management 8, no. 6 (June 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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Stamenkov, Gjoko, and Zamir Dika. "A sustainable e-service quality model." Journal of Service Theory and Practice 25, no. 4 (July 13, 2015): 414–42. http://dx.doi.org/10.1108/jstp-09-2012-0103.

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Purpose – Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method study conducted in the Republic of Macedonia’s banking industry. Sustainable e-service quality is the ability to deliver services continually with sustainable high quality, and the ability to manage and maintain customer satisfaction and loyalty. The authors scrutinized sustainable quality from an e-services perspective. Design/methodology/approach – Based on interview data, a theoretical model is developed. The model is examined empirically using exploratory factor analysis and structural equation modeling. As a sample, the authors chose one bank, with internal, e-services customers as a unit of analysis. Findings – Results support a sustainable e-service quality model, confirming that it captures the effect of the internal domain (i.e. quality management system, business/ICT alignment, ICT capabilities, ICT service climate, and e-service quality), and predicts the external domain (satisfaction and loyalty). Research limitations/implications – This study was conducted in one bank that is among the best in the country. This limitation implies a need for validation across varying contexts, markets, and countries. Practical implications – Practitioners can deploy the model as a diagnostic tool for organizational root-cause analysis of reduced performance and decreased customer satisfaction. The model answers a question regarding unfulfilled expectations of many companies that implement quality management systems: Why did the system fail to improve organizational performance or service quality? Originality/value – The result of this research is a sustainable e-service quality model. The model highlights relationships among factors, and provides a research foundation for elaboration in other contexts.

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11

Rachmat, Basuki, and Trisa Indrawati. "ISEES MODEL: MODEL OF HOSPITAL SERVICE BASED ON INTERNAL AND EXTERNAL SERVICE QUALITY." Journal of Economics, Business, and Accountancy | Ventura 15, no. 3 (December 1, 2013): 457. http://dx.doi.org/10.14414/jebav.v15i3.114.

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12

Gupta, Amit, and Martin J. Gannon. "Effect of service climate on service quality: an integrative model." International Journal of Services Technology and Management 8, no. 2/3 (2007): 174. http://dx.doi.org/10.1504/ijstm.2007.012867.

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Yu, Ying Hsin, Chin Shan Lu, and Chun Hsiung Liao. "Service quality, relationship quality, e-service quality, and customer loyalty in the container shipping service context: A moderated mediation model." International Journal of Shipping and Transport Logistics 1, no. 1 (2023): 1. http://dx.doi.org/10.1504/ijstl.2023.10049060.

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Sureshchandar, G. S., Chandrasekharan Rajendran, and R. N. Anantharaman. "A holistic model for total quality service." International Journal of Service Industry Management 12, no. 4 (October 2001): 378–412. http://dx.doi.org/10.1108/09564230110405299.

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15

Aggarwal, Navdeep, and Mohit Gupta. "Multilevel - Multidimensional Model of Banking Service Quality." Paradigm 7, no. 2 (July 2003): 91–104. http://dx.doi.org/10.1177/0971890720030206.

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Galloway, Les, and Sam Ho. "A model of service quality for training." Training for Quality 4, no. 1 (March 1996): 20–26. http://dx.doi.org/10.1108/09684879610112828.

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Dagger, Tracey S., Jillian C. Sweeney, and Lester W. Johnson. "A Hierarchical Model of Health Service Quality." Journal of Service Research 10, no. 2 (November 2007): 123–42. http://dx.doi.org/10.1177/1094670507309594.

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18

Kogovsek, Metka, and Mojca Kogovsek. "Perception of Service Quality: Student Oriented Model." Procedia - Social and Behavioral Sciences 106 (December 2013): 2037–43. http://dx.doi.org/10.1016/j.sbspro.2013.12.232.

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19

DoHeon Jeong, Jinhyung Kim, Myunggwon Hwang, SaKwang Song, Hanmin Jung, and DoWan Kim. "Analytics Service Assessment and Comparison Using Information Service Quality Evaluation Model." International Journal of Information Processing and Management 4, no. 4 (June 30, 2013): 32–43. http://dx.doi.org/10.4156/ijipm.vol4.issue4.4.

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20

송장근 and 김태룡. "The Performance Formation Model of Service Quality Factors for Courier Service." Journal of Distribution Science 10, no. 4 (April 2012): 37–45. http://dx.doi.org/10.15722/jds.10.4.201204.37.

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21

Potluri, Sirisha, and Katta Subba Rao. "Improved quality of service-based cloud service ranking and recommendation model." TELKOMNIKA (Telecommunication Computing Electronics and Control) 18, no. 3 (June 1, 2020): 1252. http://dx.doi.org/10.12928/telkomnika.v18i3.11915.

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22

Landrum, Hollis, and Victor R. Prybutok. "A service quality and success model for the information service industry." European Journal of Operational Research 156, no. 3 (August 2004): 628–42. http://dx.doi.org/10.1016/s0377-2217(03)00125-5.

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23

Choi, Kanghwa, DonHee Lee, and David L. Olson. "Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model." Service Business 9, no. 1 (December 12, 2013): 137–60. http://dx.doi.org/10.1007/s11628-013-0221-y.

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24

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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25

Lee, Seulki. "Infrastructure Service Assessment Model Based on a Service Quality Gap Model—Focused on South Korea." Sustainability 14, no. 1 (January 5, 2022): 577. http://dx.doi.org/10.3390/su14010577.

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To improve the quality of life (QOL) of the citizen, it is essential to not only to secure a quantitative stock, such as the number or extension of individual infrastructure, but to also understand the perspective of the public on service levels and the demand for infrastructure. In this study, an infrastructure service level assessment model that reflects the demands of citizens is proposed, and the importance and adequacy of infrastructure service indexes for setting priorities and goals for the investment of government funds in infrastructure are verified. The evaluation items used in this model included usability, accessibility, and recovery speed. The infrastructure service level for 12,500 Korean citizens was surveyed using the proposed assessment model, and the results reveal that the satisfaction of citizens with their residences had a significant effect on the QOL improvement, and that the level of infrastructure performance in a residential area significantly affected the satisfaction of citizens with their residences. In addition, the results revealed that the quantitative and qualitative aspects of infrastructure should be simultaneously considered. Lastly, the possible application of this model for the evaluation of the effectiveness of investment for infrastructure improvement is proposed.

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26

Simon, Paul, Scott Graham, Christopher Talbot, and Micah Hayden. "Model for Quantifying the Quality of Secure Service." Journal of Cybersecurity and Privacy 1, no. 2 (May 7, 2021): 289–301. http://dx.doi.org/10.3390/jcp1020016.

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Although not common today, communications networks could adjust security postures based on changing mission security requirements, environmental conditions, or adversarial capability, through the coordinated use of multiple channels. This will require the ability to measure the security of communications networks in a meaningful way. To address this need, in this paper, we introduce the Quality of Secure Service (QoSS) model, a methodology to evaluate how well a system meets its security requirements. This construct enables a repeatable and quantifiable measure of security in a single- or multi-channel network under static configurations. In this approach, the quantification of security is based upon the probabilities that adversarial listeners and disruptors may gain access to or manipulate transmitted data. The initial model development, albeit a snap-shot of the network security, provides insights into what may affect end-to-end security and to what degree. The model was compared against the performance and expected security of several point-to-point networks, and three simplified architectures are presented as examples. Message fragmentation and duplication across the available channels provides a security performance trade-space, with an accompanying comprehensive measurement of the QoSS. The results indicate that security may be improved with message fragmentation across multiple channels when compared to the number of adversarial listeners or disruptors. This, in turn, points to the need, in future work, to build a full simulation environment with specific protocols and networks to validate the initial modeled results.

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27

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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Walker, Joseph T., Gene Farren, Andrew Dotterweich, James Gould, and Laura Walker. "Fitness Center Service Quality Model Confirmation SQAS-19." Journal of Park and Recreation Administration 35, no. 4 (2017): 49–58. http://dx.doi.org/10.18666/jpra-2017-v35-i4-7922.

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M'barek, Salwa, Leila Baccouche, and Henda Ben Ghezala. "Model Driven Engineering for Quality of Service Management." Journal of Database Management 27, no. 4 (October 2016): 24–38. http://dx.doi.org/10.4018/jdm.2016100102.

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Real-time applications managing a large number of real-time data require the use of Real-time Database Management Systems (RTDBMS) to meet temporal constraints of both real-time data and transactions. However, a RTDBMS has a dynamic workload and may be frequently overloaded since the arrival times and workloads of user transactions are unpredictable. Therefore, Quality of Service management solutions have been proposed to guarantee the stability of RTDBMS even during unpredictable overload periods. While effective, the design and reuse of these solutions is challenging because they are not formally modeled and there is no tool neither a methodology that helps us design such solutions. To address these issues, the authors propose a design framework based on the Model-Driven Engineering approach providing a modeling architecture, a strategic methodology and a software tool to support modeling and reusing such solutions. The framework is implemented and tested for a real Qos management solution.

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Kermanshachi, Sharareh, Thahomina Jahan Nipa, and Halil Nadiri. "Service quality assessment and enhancement using Kano model." PLOS ONE 17, no. 2 (February 25, 2022): e0264423. http://dx.doi.org/10.1371/journal.pone.0264423.

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Success in the retail sector is highly dependent on customer satisfaction. Maintaining a competitive edge depends upon the service providers knowing and enacting what is important to their customers. Multiple studies have employed various research approaches to identifying characteristics of customer satisfaction in different sectors as well as retail sector. However, very few have determined such characteristics using multiple approaches simultaneously in the retail store. This study aims to identify, categorize, and rank the retail store attributes, based on their effects on customer satisfaction. A survey focusing on retail store characteristics that impact customer satisfaction was developed and distributed. Over 400 responses were collected and evaluated, using the Kano model. Results showed that visually appealing facilities and error-free transactions are of prime importance to customers. They are taken for granted, but their absence plays a significant role in customer dissatisfaction. An easy-to-navigate store layout and readily available service increase customer satisfaction, but their absence doesn’t decrease customer satisfaction. Clean public areas and modern-looking equipment are important, and improvements to them increase customer satisfaction at a proportional rate. The findings of this study will assist service providers in realizing the relative importance of the attributes of retail stores and in evaluating the impacts of their current practices on customer satisfaction levels. Such importance will also help retail sector policy makers in mandating policies focusing on must-have attributes to preserve customer satisfaction.

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Vatolkina, N. Sh. "Transformation model of e-service quality: theoretical substantiation." Vestnik of the Plekhanov Russian University of Economics, no. 2 (April 22, 2019): 93–107. http://dx.doi.org/10.21686/2413-2829-2019-2-93-107.

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The article deals with the problem of modeling the quality of e-services on the basis of evolution analysis and comparison of object factors of theories of technologies’ adoption and continuous use. The author identified and systematized factors of technology adoption in view of consumer characteristics of the service and showed the cyclic nature of model development, when from complicated composition of factors in initial models of technology diffusion and the theory of intellectual acts through simplified ideas of factors in the theory of technology adoption the shift to current complex multi-level models was accomplished. The analysis of theories of technology continuous use showed that they were based on traditional categories of quality, expectations, perception and satisfaction of customer, as well as on the phenomenon of intentions to continue the use, which is applied in the theory of marketing. The analysis gave the author an opportunity to find the necessity to study the essence and features of eservices on the basis of modeling the start and pilot quality of e-services. Such approach helps answer the questions, which usually are not studied in quality management: which characteristics of service are important for customer to make a decision about its use and how his/her ideas about elements of service quality are transformed with acquiring experience of its use. Start quality of e-services, in our opinion, is a totality of e-service characteristics, which influence customer’s expectations concerning its ability to meet his/her needs before customer gets a factual experience of the service use. Start quality impacts the decision about using the e-service. Experience quality means the ability of e-service to meet the changing needs of customer in the process or after its use, which affects satisfaction and intention to continue the use of the e-service. The author put forward the model correlating start and experience quality of e-services.

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32

Bandyopadhyay, Nirmalya. "Classification of service quality attributes using Kano’s model." International Journal of Bank Marketing 33, no. 4 (June 1, 2015): 457–70. http://dx.doi.org/10.1108/ijbm-02-2014-0029.

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Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.

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Pei, Tingrui, Yalew Zelalem Jembre, Young June Choi, Zhetao Li, and Ja Ok Koo. "Multimedia quality evaluation model in streaming service environments." International Journal of Ad Hoc and Ubiquitous Computing 33, no. 4 (2020): 229. http://dx.doi.org/10.1504/ijahuc.2020.10028360.

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Koo, Ja Ok, Young June Choi, Zhetao Li, Tingrui Pei, and Yalew Zelalem Jembre. "Multimedia quality evaluation model in streaming service environments." International Journal of Ad Hoc and Ubiquitous Computing 33, no. 4 (2020): 229. http://dx.doi.org/10.1504/ijahuc.2020.106665.

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35

Ibarrola, Eva, Eduardo Saiz, Luis Zabala, Leire Cristobo, and Jin Xiao. "A new global quality of service model: QoXphere." IEEE Communications Magazine 52, no. 1 (January 2014): 193–99. http://dx.doi.org/10.1109/mcom.2014.6710083.

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36

Khalaf, Magdy A., and Nevien Khourshed. "Performance-based service quality model in postgraduate education." International Journal of Quality & Reliability Management 34, no. 5 (May 2, 2017): 626–48. http://dx.doi.org/10.1108/ijqrm-04-2015-0059.

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Purpose The purpose of this paper is to promote and analytically verify an advanced assessment design to evaluate service quality (SQ) especially in postgraduate higher education. Design/methodology/approach This research adopts a quantitative approach through a survey method. A structured questionnaire was designed as a means for collecting data. Data were collected from 182 postgraduate students in an Egyptian higher education university. Data were examined by exploratory factor analysis to pinpoint the main irregularities explained by the extracted factors. Then, confirmatory factor analysis was carried out to filter the ratios and empirically test the assessment efficiency of the developed model. Findings The final model consists of 33 items loaded into eight dimensions for measuring performance-based SQ of the postgraduate higher education. The results are satisfactory in terms of unidimensionality, trustworthiness, and validity tests. Research limitations/implications Although the empirical results are significant, a comparative study can identify relative strengths and weaknesses of this model. Practical implications For improving postgraduate higher education institutions’ quality, this paper highlights some dimensions and attributes that should be considered. Originality/value The literature proposes that there is an opportunity to handle SQ from the point of view of postgraduate students covering different contexts to further build a more comprehensive structure specifically for postgraduate higher education SQ. This paper deals with this research gap with analytical confirmation within the context of postgraduate programs in an Egyptian university.

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37

Mukherjee, Avinandan. "Franchise management: a model of service‐quality interactions." International Journal of Quality & Reliability Management 20, no. 3 (April 2003): 325–44. http://dx.doi.org/10.1108/02656710310461323.

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38

Fazli-Salehi, Reza, Mohammad Rahim Esfidani, Ivonne M. Torres, and Miguel Angel Zúñiga. "Developing a Specialized Service Quality Model for Universities." Services Marketing Quarterly 40, no. 3 (July 3, 2019): 206–23. http://dx.doi.org/10.1080/15332969.2019.1630175.

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39

Chen, Li-Fei, Szu-Chi Chen, and Chao-Ton Su. "An innovative service quality evaluation and improvement model." Service Industries Journal 38, no. 3-4 (October 23, 2017): 228–49. http://dx.doi.org/10.1080/02642069.2017.1389907.

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40

Brogowicz, Andrew A., Linda M. Delene, and David M. Lyth. "A Synthesised Service Quality Model with Managerial Implications." International Journal of Service Industry Management 1, no. 1 (April 1990): 27–45. http://dx.doi.org/10.1108/09564239010001640.

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41

Terence Harwick, B., and Marty Russell. "Quality Criteria for Public Service: A Working Model." International Journal of Service Industry Management 4, no. 2 (June 1993): 29–40. http://dx.doi.org/10.1108/09564239310037918.

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42

Soteriou, Andreas C., and Richard B. Chase. "Linking the customer contact model to service quality." Journal of Operations Management 16, no. 4 (July 1998): 495–508. http://dx.doi.org/10.1016/s0272-6963(98)00026-6.

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43

Omona, Julius. "Design that supports service quality: New Zealand’s model." Quality Assurance in Education 11, no. 3 (September 2003): 157–71. http://dx.doi.org/10.1108/09684880310488472.

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Roslan, Nor Atiqah Aima, Norasmiha Mohd Nor, and Eta Wahab. "Service Quality: A Case Study Using SERVQUAL Model." Advanced Science Letters 21, no. 6 (June 1, 2015): 2159–62. http://dx.doi.org/10.1166/asl.2015.6243.

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45

Blut, Markus. "E-Service Quality: Development of a Hierarchical Model." Journal of Retailing 92, no. 4 (December 2016): 500–517. http://dx.doi.org/10.1016/j.jretai.2016.09.002.

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Jureta, Ivan J., Caroline Herssens, and Stéphane Faulkner. "A comprehensive quality model for service-oriented systems." Software Quality Journal 17, no. 1 (September 10, 2008): 65–98. http://dx.doi.org/10.1007/s11219-008-9059-2.

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Yılmaz, Seda Başar. "HEALTHCARE SERVICE QUALITY - CUSTOMER SATISFACTION: PLS PATH MODEL." Advances and Applications in Statistics 54, no. 2 (February 27, 2019): 289–300. http://dx.doi.org/10.17654/as054020289.

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Zheng, Bing, Yi Xiong Feng, Jian Rong Tan, and Jun Hua Che. "An Exploratory Study of Logistics Service Quality Model." Materials Science Forum 532-533 (December 2006): 1052–55. http://dx.doi.org/10.4028/www.scientific.net/msf.532-533.1052.

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Abstract:

While logistics services have become a significant source of competitive differentiation between firms, significant challenges exist relative to developing logistics service offerings for the business customers. As a service offering, logistics services are also subject to cultural influences that exist in trade. In this article, we argue that logistics service quality (LSQ) components comprise personnel contact quality, information quality, ordering procedures, order accuracy, order condition, order discrepancy handling, order quality, convenience, agility and timeliness in context of China. This paper presents a hypothesize model of LSQ as a process.

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Moyes, David, Michele Cano-Kourouklis, and Joan Scott. "Testing the three Rs model of service quality." TQM Journal 28, no. 3 (April 11, 2016): 455–66. http://dx.doi.org/10.1108/tqm-02-2015-0026.

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Kuo, Ying-Feng. "Integrating Kano’s Model into Web- community Service Quality." Total Quality Management & Business Excellence 15, no. 7 (September 2004): 925–39. http://dx.doi.org/10.1080/14783360410001681854.

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