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Relevant bibliographies by topics / SERVQUAL

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Academic literature on the topic 'SERVQUAL'

Author: Grafiati

Published: 4 June 2021

Last updated: 26 July 2025

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Journal articles on the topic "SERVQUAL"

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Scardina, Sharon A. "SERVQUAL." Journal of Nursing Care Quality 8, no. 2 (1994): 38–46. http://dx.doi.org/10.1097/00001786-199401000-00008.

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Cronholm, Stefan, and Nicklas Salomonson. "Measures that matters: service quality in IT service management." International Journal of Quality and Service Sciences 6, no. 1 (2014): 60–76. http://dx.doi.org/10.1108/ijqss-12-2012-0022.

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Purpose – IT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business requirements. However, from a customer perspective, ITSM is considered as being costly and the outcome is not always satisfactory. Measurements used to monitor and evaluate ITSM-processes are mainly suggested from a service provider perspective. The purpose of this paper is to suggest measurements for ITSM based on a customer perspective that can be used for improving questionnaires. Design/methodology/approach – The SE

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Suherman, Enjang, Suroso Suroso, and Neni Sumarni. "Analisis E-Servqual Dan Etika Perilaku Penjual Terhadap E-Satisfaction Shopee." Widya Cipta: Jurnal Sekretari dan Manajemen 6, no. 2 (2022): 151–61. http://dx.doi.org/10.31294/widyacipta.v6i2.12783.

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AbstrakTingkat penggunaan marketplace semakin meningkat, salah satu yang terkenal di Indonesia adalah Shopee. Penyedia layanan marketplace selalu memperhatikan kualitas pelayanan elektronik yang dapat meningkatkan kepuasan konsumen elektronik. Kemudian etika perilaku penjual diperlukan sebagai upaya untuk meningkatkan kepuasan konsumen elektronik. Tujuan dari penelitian ini untuk mengetahui E-Servqual dan etika perilaku penjual secara parsial dan simultan mempengaruhi kepuasan konsumen elektronik.Metode penelitian ini dengan kuantitatif. Ukuran populasinya adalah 1.729 mahasiswa secara purposi

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Abu‐El Samen, Amjad A., Mamoun N. Akroush, and Bayan N. Abu‐Lail. "Mobile SERVQUAL." International Journal of Quality & Reliability Management 30, no. 4 (2013): 403–25. http://dx.doi.org/10.1108/02656711311308394.

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Gregory, Jess L. "Applying SERVQUAL." Journal of Applied Research in Higher Education 11, no. 4 (2019): 788–99. http://dx.doi.org/10.1108/jarhe-12-2018-0268.

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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This study explores how a program has applied the SERVQUAL model and survey to identify areas for growth. Findings The survey of 57 students in a cohort-based doctoral program demonstrated the smallest gaps (highest satisfaction) with the domains of emp

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Desai, Swati Bhavik. "Service Quality Servqual." Journal of Advances and Scholarly Researches in Allied Education 15, no. 6 (2018): 169–73. http://dx.doi.org/10.29070/15/57744.

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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expecta

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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expecta

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Jain, Prachi, and Vijita Singh Agg. "Servqual vs RSQS." Asian Journal of Management 8, no. 3 (2017): 774. http://dx.doi.org/10.5958/2321-5763.2017.00122.6.

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Johns, Nick, Darren Leeross, and Phil Tyas. "SERVQUAL and PAT." Journal of Quality Assurance in Hospitality & Tourism 1, no. 1 (2000): 13–29. http://dx.doi.org/10.1300/j162v01n01_02.

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Dissertations / Theses on the topic "SERVQUAL"

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Cremer, Rodolfo. "ServQual." Universidad Peruana de Ciencias Aplicadas - UPC, 2007. http://hdl.handle.net/10757/272544.

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Reis, Izabel Cristina da Silva. "A escala SERVQUAL modificada." Florianópolis, SC, 2001. http://repositorio.ufsc.br/xmlui/handle/123456789/81970.

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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.<br>Made available in DSpace on 2012-10-19T09:51:55Z (GMT). No. of bitstreams: 0Bitstream added on 2014-09-25T22:50:45Z : No. of bitstreams: 1 185818.pdf: 4378146 bytes, checksum: 5a84c73e78daf795e2c51603b6ecc60e (MD5)<br>Análise da qualidade percebida pelos usuários do serviço de lazer oferecido de um complexo poliesportivo em Belo Horizonte. Baseado no modelo "5 gaps", de Parasuraman et al., partindo do pressuposto de que existe uma discrepância entre a exp

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Pitt, Marelise. "SERVQUAL in an internal nonprofit market : psychometric issues." Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/2095.

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Thesis (MTech (Marketing))--Cape Technikon, 1999.<br>Quality of service, as perceived by the customer, has been shown by research to be a critical factor contributing to organizational performance in recent years. Therefore, the management of service quality is a key variable, and for service quality to be managed, it has to be measured. There have been significant advances in the measurement of service quality in the past fifteen years, resulting in a stream of research, mostly concentrating on the external customers of profit-seeking firms. A key factor driving this research was the de

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Henriksson, Susanna, and Charlotte Fränneby. "SERVQUAL : ett lämpligt mätinstrument av upplevd tjänstekvalitet inom reseindustrin?" Thesis, Södertörn University College, School of Communication, Technology and Design, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-1726.

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<p>The travel agencies exist on a market that is distinguished by increasing competition. A majority of the travel agencies offer different services that all satisfie the same customer need. However,</p><p>one major difference in the market aspect is the service quality, this making it an important mean of competition. There are several acknowledged methods of measurement when it comes to service quality and it is important to use an instrument that takes into consideration the fact that charter tours is a complex merger of several services. The purpose of this essay is to establish if the SER

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Costa, Pinto Eric, and Emil Eklund. "Kvalitet i Gymnasieskolan : Ett ServQual- och Totalkvalitetsperspektiv på gymnasieskolan." Thesis, Linköpings universitet, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72107.

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Syfte: Vi vill genom vår studie analysera de undersökningar som utförts av Linköpings kommun och Skolverket med hjälp av ServQual – modellen och Grönroos totalkvalitetsmodell som båda mäter kvalitet. Vi vill även jämföra de båda kvalitetsundersökningarnas syn på kvalitet samt hur de ser på eleven ur ett kundperspektiv. Vi vill studera om undersökningarna mäter totalkvalitet eller om de likt vi tror snarare mäter teknisk kvalitet. Frågeställningar: Är synen på vad som är kvalitet liknande mellan Skolverkets undersökningar och Linköping kommuns undersökningar? Motsvarar kvalitetsbilden/bilderna

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Johnsson, Naiara Fernanda. "Proposta heurística de melhoria na análise do método servqual." reponame:Repositório Institucional da UFPR, 2016. http://hdl.handle.net/1884/43484.

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Orientador : Profª. Drª. Sonia Isoldi Marty Gama Müller<br>Dissertação (mestrado) - Universidade Federal do Paraná, Setor de Tecnologia, Programa de Pós-Graduação em Engenharia de Produção. Defesa: Curitiba, 19/02/2016<br>Inclui referências : f. 68-74<br>Resumo: A economia mundial proporcionou, ao longo do tempo, um crescimento significativo no setor de serviços, sendo que dentro deste cenário o desafio maior é obter vantagem competitiva perante seus concorrentes. Essa competitividade acaba por criar clientes exigentes e críticos com relação aos serviços prestados e recebidos. Em virtude da id

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Meškauskaitė, Giedrė. "Kauno miesto viešbučių paslaugų kokybės vertinimas pagal SERVQUAL metodiką." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2009. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2009~D_20090602_090835-41659.

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Temos aktualumas: Šiais laikais viešbučių verslas yra viena svarbiausių ekonomikos šakų, teikiančių dideles pajamas. Šiuo metu viešbučių klientai labai įvairūs – nuo aukštas pareigas visuomenėje užimančių iki vidutines pajamas gaunančių žmonių. Įvairūs ir jų norai, pageidavimai. Dėl to keičiasi viešbučių įranga, atsiranda naujų viešbučių rūšių. Paslaugų organizacija, teikianti kokybiškas paslaugas, laimi vartotojų palankumą ir ištikimybę, padidina rinkos dalį, pritraukia investitorius, suformuoja ir išlaiko kompetentingų darbuotojų komandą, tampa mažiau pažeidžiama dėl kainų konkurencijos. Kie

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Soares, Mauri Cesar 1959. "O modelo servqual aplicado em serviços administrativos universitários públicos." [s.n.], 2015. http://repositorio.unicamp.br/jspui/handle/REPOSIP/265719.

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Orientador: Olívio Novaski<br>Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica<br>Made available in DSpace on 2018-08-28T23:59:47Z (GMT). No. of bitstreams: 1 Soares_MauriCesar_M.pdf: 2098606 bytes, checksum: 1dbe256030430a926cf144dfbdc20422 (MD5) Previous issue date: 2015<br>Resumo: Este trabalho de pesquisa tem como objetivo principal aplicar o Modelo SERVQUAL em uma instituição pública de ensino superior para avaliar a Qualidade dos Serviços Administrativos. Para tanto foi utilizado o Modelo SERVQUAL, desenvolvido por Parasuraman, Zeithaml e Be

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Correia, Bruno Micael Rebelo. "Avaliação da qualidade em serviços públicos: o modelo SERVQUAL." Master's thesis, Universidade de Aveiro, 2015. http://hdl.handle.net/10773/16431.

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Mestrado em Administração e Gestão Pública<br>Com o presente trabalho pretendeu-se realizar uma avaliação expedita da qualidade de serviço prestada pelo Balcão Único da Câmara Municipal de Sever do Vouga (BUCMSV), recorrendo ao modelo de avaliação, Service Quality (SERVQUAL). Este trabalho, teve o duplo intuito de, no âmbito de um estágio curricular, aprofundar o conhecimento pessoal sobre as questões da avaliação e de sensibilizar os agentes envolvidos para a sua importância na melhoria da qualidade dos serviços. Através de uma avaliação ao BUCMSV, é possível identificar quais as dimensões e

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Wannenburg, EM, Jager J. de, and T. Drotsky. "Gamers’ perceptions of the service quality in the gaming areas of selected casinos in South Africa." African Journal of Business Management, 2009. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001255.

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Research was done on gamers’ perceptions of the service quality in the gaming areas of selected casinos in South Africa. 2 casinos with 700 and more slot machines and 2 casinos with fewer than 700 slot machines were used in this research project to obtain a summary of the target population. 440 gamers at the 4 selected casinos were interviewed, with the help of trained fieldworkers. A structured questionnaire was used to collect the final data for the research. All variables related to the questionnaire were statistically analysed. The results of the research indicated that there were no signi

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Books on the topic "SERVQUAL"

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Buttle, Francis A. What's wrong with Servqual? Manchester Business School, 1994.

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Buttle, Francis A. Is there a role for expectations in SERVQUAL? Manchester Business School, 1995.

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Manchester Metropolitan University. Department of Business and Management Studies., ed. Servqual: Measuring service quality : a literature review and tutorial. ManchesterMetropolitan University, Department of Business and Management Studies, 1995.

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Amist, Aparajita D. SERVQUAL Model and Customer satisfaction of services-Indian Telecom. LAP LAMBERT Academic Publishing, 2017.

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Becser, Norbert. A SERVQUAL (szolgáltatás-minőség) modell alkalmazhatóságának elemzése sokváltozós adatelemzési módszerekkel. Budapesti Corvinus Egyetem, Vállalatgazdaságtan Intézet, 2005.

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Pitt, Leyland F. On the reliability and validity of the SERVQUAL Instrument: International evidence. Henley Management College, 1996.

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O'Farrell, Angela. Servqual assessed: The usefulness of expectation scores applied to language schools. University College Dublin, 1992.

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Pitt, Leyland F. On the reliability and validity of the SERVQUAL instrument: International evidence. Henley Management College, 1995.

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Flynn, Graham. Using SERVQUAL to measure service quality at a NHS specialist laboratory. Aston Business School, Aston University, 1998.

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Parasuraman, A. Servqual: A multiple-item scale for measuring customer perceptions of service quality. Marketing Science Institute, 1986.

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Book chapters on the topic "SERVQUAL"

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Seth, Ishaan, Shivali, and Ashish Garg. "SERVQUAL in Banking Industry." In Sustainable Business and IT. Routledge, 2023. http://dx.doi.org/10.4324/9781003402558-16.

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Rifai Hasan, Ilham. "Third Gaps of SERVQUAL in Indonesia." In Global Encyclopedia of Public Administration, Public Policy, and Governance. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-31816-5_3683-1.

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Sui Pheng, Low, and Zhu Rui. "SERVQUAL, the Kano Model and QFD." In Service Quality for Facilities Management in Hospitals. Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-10-0956-3_3.

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Rifai Hasan, Ilham. "Third Gaps of SERVQUAL in Indonesia." In Global Encyclopedia of Public Administration, Public Policy, and Governance. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-66252-3_3683.

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Khanna, Rupali, and Ankita Sang. "SERVQUAL Applications in Food & Beverages." In Sustainable Business and IT. Routledge, 2023. http://dx.doi.org/10.4324/9781003402558-18.

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Jeyapaul, Praveen Paul, and S. T. Jaya Christa. "Sustainable Growth of Banks Through SERVQUAL Model." In Emerging Trends and Innovations in Industries of the Developing World. CRC Press, 2023. http://dx.doi.org/10.1201/9781003457602-45.

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Liu, Wei, and LIU Xiaohang. "Application of SERVQUAL Model in Patient Satisfaction Survey." In Advances in Social Science, Education and Humanities Research. Atlantis Press SARL, 2023. http://dx.doi.org/10.2991/978-2-38476-040-4_25.

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Tas, Pelin Gulum, and Geqie Sun. "Emergency Service Quality Assessment Using SERVQUAL and BWM." In Lecture Notes in Operations Research. Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-40328-6_10.

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Hentschel, Bert. "Die Messung wahrgenommener Dienstleistungsqualität mit SERVQUAL Eine kritische Auseinandersetzung." In Integratives Dienstleistungsmanagement. Gabler Verlag, 1994. http://dx.doi.org/10.1007/978-3-322-82520-9_18.

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Shi, Zhengyu, and Huifang Shang. "A Review on Quality of Service and SERVQUAL Model." In HCI in Business, Government and Organizations. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-50341-3_15.

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Conference papers on the topic "SERVQUAL"

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Pendri, Afifah, Tengku Khairil Ahsyar, Syaifullah Syaifullah, Mona Fronita, and Eki Saputra. "Health Application Service Quality Using Servqual and CSI Method." In 2024 4th International Conference on Emerging Smart Technologies and Applications (eSmarTA). IEEE, 2024. http://dx.doi.org/10.1109/esmarta62850.2024.10639025.

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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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Yusuf, Ramayanti, Heny Hendrayati, Riana Dewi, and Jusuf Nurdin. "E-Servqual: How E-Servqual Can Influence E-Satisfaction in Shopee." In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020). Atlantis Press, 2021. http://dx.doi.org/10.2991/aebmr.k.210831.075.

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Suting, Aiborname, Vishnu Lal, and G. Varaprasad. "Higher education quality assessment using SERVQUAL." In 2020 International Conference on System, Computation, Automation and Networking (ICSCAN). IEEE, 2020. http://dx.doi.org/10.1109/icscan49426.2020.9262310.

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El-Bayoumi, Janice G. "Evaluating IT service quality using SERVQUAL." In the ACM SIGUCCS 40th annual conference. ACM Press, 2012. http://dx.doi.org/10.1145/2382456.2382461.

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Weihong Zhao and Xiaoming Xiong. "E-Tail-SERVQUAL: Conceptualization and its validity." In 2011 International Conference on Computer Science and Service System (CSSS). IEEE, 2011. http://dx.doi.org/10.1109/csss.2011.5975013.

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Rašan, Mišo, Jelena Berečić, and Nikola Medved. "MJERENJE ZADOVOLJSTVA TURISTIČKIH VODIČA PRUŽENIM HOTELSKIM USLUGAMA." In Hotelska kuća 2022. University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. http://dx.doi.org/10.20867/hk.1.7.

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Svrha – Turistički vodiči poveznica su između turističkih agencija, hotela i grupa turista s najmanje jednim noćenjem u destinaciji. Polazeći od navedenog, cilj ovog istraživanja bio je ispitati i analizirati stavove turističkih vodiča sjeverozapadne Hrvatske o njihovom sveukupnom zadovoljstvu hotelskim uslugama i namjeri preporuke hotela turističkim agencijama za koje rade. Metode – U tu svrhu na temelju relevantne znanstvene literature kreiran je anketni upitnik koji je distribuiran u online obliku. U mjerenju kvalitete hotelskih usluga iz perspektive turističkih vodiča korišten je modificir

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Đorđević, Predrag, Anđelka Stojanović, and Ivica Nikolić. "Evaluating transatlantic cruise service quality: An integrated SERVQUAL and IPA approach." In XXI International May Conference on Strategic Management – IMCSM25 Proceedings, Bor, 30.05.2025. University of Belgrade - Technical Faculty in Bor, Bor, 2024. https://doi.org/10.5937/imcsm25365d.

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This study investigates the service quality of transatlantic cruises by applying the SERVQUAL model combined with Importance-Performance Analysis (IPA) and gap analysis. Transatlantic cruises are a unique segment within the rapidly growing cruise tourism industry, where high service quality is crucial for customer satisfaction and loyalty. Despite its importance, empirical research applying robust service quality frameworks to this specific sector is still limited. This research utilizes a quantitative survey approach using a structured SERVQUAL questionnaire. Gap analysis revealed negative ga

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"Revised SERVQUAL Analysis Method for the Service Quality." In 2020 International Conference on Social and Human Sciences. Scholar Publishing Group, 2020. http://dx.doi.org/10.38007/proceedings.0000154.

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CANDEMİR, Aykan, Ali Erhan ZALLUHOĞLU, and Cihat KARSLI. "Türkiye Marinalarının Web Sitelerinin Servqual Ölçeği İle Değerlendirilmesi." In II.Ulusal Liman Kongresi. Dokuz Eylül Üniversitesi, 2015. http://dx.doi.org/10.18872/deu.b.ulk.2015.0027.

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