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Journal articles on the topic 'SERVQUAL Framework'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

Straughan, Robert D., and Marjorie J. Cooper. "Managing Internal Markets: A Conceptual Framework Adapted from SERVQUAL." Marketing Review 2, no. 3 (2001): 253–65. http://dx.doi.org/10.1362/1469347012569878.

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Ali, Sadia Samar, Arati Basu, and Nilesh Ware. "Quality measurement of Indian commercial hospitals – using a SERVQUAL framework." Benchmarking: An International Journal 25, no. 3 (2018): 815–37. http://dx.doi.org/10.1108/bij-05-2016-0060.

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Purpose The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs of Indian patients. Design/methodology/approach A total of 210 exit interviews were conducted using a structured questionnaire addressing the probable factors of quality related to healthcare services in a five-point Likert scale. The survey was conducted among the patients recently discharged and about to

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Prakash, Poonam. "Servqual method– A tool for quality assurance in health care." IP Annals of Prosthodontics and Restorative Dentistry 10, no. 2 (2024): 101–5. http://dx.doi.org/10.18231/j.aprd.2024.020.

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Ensuring high-quality service delivery in the healthcare industry is crucial for both overall organizational success and patient satisfaction. However, numerous gaps often exist between patient expectations and perceptions of service quality, necessitating effective tools for assessment and improvement. The SERVQUAL method emerges as a valuable tool for quality assurance in healthcare, addressing these gaps through its comprehensive framework. SERVQUAL encompasses five key domains: reliability, assurance, tangibles, empathy and responsiveness.When SERVQUAL is used in the healthcare industry, t

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Fransiska Oktalia Duha Gumano and Ray Octafian. "Road To Customer Satisfaction: The Servqual Journey." INTERNATIONAL CONFERENCE ON DIGITAL ADVANCE TOURISM, MANAGEMENT AND TECHNOLOGY 1, no. 1 (2023): 08–13. http://dx.doi.org/10.56910/ictmt.v1i1.9.

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This study was carried out at Resto Bebek Goreng Pak Eko with the objectives of examining and measuring the quality of service offered by restaurant personnel and determining the level of satisfaction experienced by customers who dined at the establishment. The research was conducted using a qualitative approach and a descriptive research method, which allows for a more in-depth presentation of the findings of the research. In this study, the methods for collecting data included interviews with restaurant staff, observations of interactions between employees and clients, and a review of the li

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Impa, Janeane Nicolle M., Rika Kawai, Alexia Mae B. Ocampo, and Fulepro Alberto Madrilejos Mr. "Review Analysis of Luxury Hotels in Manila Based on the Report of Online Travel Agencies using SERVQUAL Framework." International Journal of Management and Commerce Innovations 11, no. 1 (2023): 203–21. https://doi.org/10.5281/zenodo.8054607.

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<strong>Abstract:</strong> Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. Consumers like to share their ideas and hunt for information online, and they find the content of online reviews more useful than suggestions from other online information sources. Online customer reviews are a vast and open source of information on how customers feel about the quality of a company's service, particularly in the hotel business, where it is useful to gauge hotel qual

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Ibrokhimov, Firdavs. "THE QUALITY OF MARKETING EDUCATION IN UZBEKISTAN: SERVQUAL MODEL." Current Research Journal of Pedagogics 5, no. 11 (2024): 148–53. https://doi.org/10.37547/pedagogics-crjp-05-11-30.

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We used the SERVQUAL method to analyzethe quality of service in undergraduate marketing programs in Uzbek state higher education institutions. Weighted gaps of average were calculated based on the difference in the expected and perceived quality of education among senior-year students consistent with a framework based on the SERVQUAL method. According to our study, marketing programs are less individualized and lack critical resources to convey practical skills to students. This may widen the gap between labor market requirements and the organization of skill delivery in marketing programs.

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Estebal, Ma Elena C. "Antecedents To Customer Satisfaction: The Case of Supermarket Shoppers." International Journal of Business Studies 2, no. 2 (2018): 84–92. http://dx.doi.org/10.32924/ijbs.v2i2.56.

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   This study aimed to determine the level of satisfaction of the supermarket customers using the service quality (SERVQUAL) framework. It utilized a researcher-made questionnaire patterned from the original SERVQUAL questionnaire that was rephrased to it the context of the focus of this study. The questionnaire is divided into 2 parts: the first part dealt with the demographic profile of the respondents and the second part dealt with level of respondents’ agreement on the constructs of SERVQUAL which are generalized into five categories, tangibility, reliability, responsiven

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Rebualos, Rogel Angelo, Joelinus Jason Hidayat, Anak Agung Ngurah Perwira Redi, Arif Murti Rozamuri, and Josephine D. German. "Analysis of service quality in engineering design department through SERVQUAL framework." Procedia Computer Science 234 (2024): 1570–77. http://dx.doi.org/10.1016/j.procs.2024.03.159.

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IMPA, JANEANE NICOLLE, RIKA KAWAI, ALEXIA MAE OCAMPO, and FULEPRO ALBERTO MADRILEJOS. "MANILAS’ LUXURY HOTELS USING SERVQUAL FRAMEWORK: COMPREHENSIVE ASSESSMENT FROM ONLINE TRAVEL AGENCIES’ REPORTS." Quantum Journal of Social Sciences and Humanities 4, no. 4 (2023): 233–52. http://dx.doi.org/10.55197/qjssh.v4i4.271.

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Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. The ability to distinguish between positive and negative reviews at luxury hotels according to SERVQUAL attributes of tangibility, reliability, empathy, responsiveness, and assurance could help hotels identify problems, prioritize solutions, and offer better services to Luxury hotels. The study outcomes will assist hotel management in gaining complete knowledge of client complaints regarding service difficulties

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Kevin, Fuchs, and Fangpong Keerati. "Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand." Education Quarterly Reviews 4, no. 2 (2021): 363–70. https://doi.org/10.31014/aior.1993.04.02.286.

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Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for meas

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Cai, Lanhui, Yanfeng Liu, Po-Lin Lai, Xiaonan Zhu, Kum Fai Yuen, and Xueqin Wang. "Assessing Logistics Service Quality in Omni-Channel Retailing through Integrated SERVQUAL and Kano Model." Systems 12, no. 11 (2024): 466. http://dx.doi.org/10.3390/systems12110466.

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Omni-channel retailing is a novel form that combines online, offline, and mobile channels to provide consumers with a seamless shopping experience. Nevertheless, the implementation of omni-channel retailing necessitates effective logistics support. Hence, the quality of logistics services is critical for omni-channel retailing services. This research aims to investigate logistics service quality (LSQ) and its impact on consumer satisfaction by combining the decomposed SERVQUAL framework, Kano model and hierarchical regression analysis. A total of 460 valid responses were obtained. Building upo

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Paudel, Ram, Laba Kumar Shrestha, and Rajesh Paudel. "A conceptual framework for measuring e-Banking service quality and customer satisfaction: Integrating SERVQUAL and TAM in the context of Nepal." Journal of Economics and Business Letters 4, no. 3 (2024): 21–39. https://doi.org/10.55942/jebl.v4i3.539.

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This conceptual paper develops a comprehensive framework of the analysis of the service quality and customer satisfaction in the e-banking industry of Nepal by modifying the SERVQUAL model with the Technology Acceptance Model (TAM). Despite the spread in e-banking adoption, especially in urban areas, the quality of digital services is still uneven, and it can be explained by the lack of infrastructure, digital literacy, and the existing security issues. The suggested framework integrates five fundamental SERVQUAL dimensions, i.e., reliability, responsiveness, assurance, tangibles, and empathy

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Mines, Eufrosina, Albeb Taray, and Quennie Cunanan. "A SERVQUAL-based gap analysis in higher education: Basis for online learning improvement." International Journal of Educational Management & Development Studies 6, no. 2 (2025): 25–54. https://doi.org/10.53378/ijemds.353194.

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This study aimed to establish a foundation for enhancing online learning experiences in higher education by evaluating service quality through the SERVQUAL framework. Specifically, it examined the gaps between students’ expectations and satisfaction across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study provided empirical insights to guide improvements in digital learning environments. An analytical research design, utilizing SERVQUAL gap analysis to assess online learning service quality was used. Data were collected through an online survey of 1,892

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Khorshidi, Hadi Akbarzade, Sanaz Nikfalazar, and Indra Gunawan. "Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services." TQM Journal 28, no. 2 (2016): 195–215. http://dx.doi.org/10.1108/tqm-02-2014-0026.

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Purpose – The purpose of this paper is to implement statistical process control (SPC) in service quality using three-level SERVQUAL, quality function deployment (QFD) and internal measure. Design/methodology/approach – The SERVQUAL questionnaire is developed according to internal services of train. Also, it is verified by reliability scale and factor analysis. QFD method is employed for translating SERVQUAL dimensions’ importance weights which are derived from Analytic Hierarchy Process into internal measures. Furthermore, the limits of the Zone of Tolerance are used to determine service quali

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Sahu, Shantanu Kumar, and Rahul Pratap Singh Kaurav. "Assessing the Retailer's Service Quality from Consumer's Consciousness Outlook through SERVQUAL framework." International Journal of Business Forecasting and Marketing Intelligence 1, no. 1 (2021): 1. http://dx.doi.org/10.1504/ijbfmi.2021.10041489.

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Sahu, Shantanu Kumar, and Rahul Pratap Singh Kaurav. "Assessing the retailer's service quality from consumer's consciousness outlook through SERVQUAL framework." International Journal of Business Forecasting and Marketing Intelligence 7, no. 1 (2021): 23. http://dx.doi.org/10.1504/ijbfmi.2021.120141.

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Sivathanu, Brijesh. "An Empirical Study of Service Quality, Value and Customer Satisfaction for On-Demand Home Services." International Journal of Information Systems in the Service Sector 11, no. 4 (2019): 35–57. http://dx.doi.org/10.4018/ijisss.2019100103.

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This study investigates the factors influencing customer satisfaction with references to on-demand home services, an emerging phenomenon in India. The hypothesized conceptual framework is grounded in the E-SQ and SERVQUAL model. To test the research hypotheses, 382 sample respondents were surveyed using a pre-tested questionnaire. The empirical validation of the proposed framework was performed with the help of PLS-SEM. The results suggest that e-service quality (E-SQ) and service quality (SERVQUAL) contribute to the overall service quality (OSQ) which has a positive influence on customer sati

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Situmorang, Cathrin Desri Natalia, and Dumariana Sihaloho. "Analisa Aplikasi Keluhan Pelanggan Pada Pt Pln Ulp Medan Selatan Dengan Metode Servqual." Jurnal Kajian Ilmiah Teknologi Informasi dan Komputer 1, no. 2 (2024): 36–41. http://dx.doi.org/10.62866/jutik.v1i2.82.

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PLN (Persero) is a state-owned organization owned by the majority of the public that has the capacity as a provider of electricity frameworks spread throughout Indonesia. The most common way to check customer complaints is by using the website in particular to provide information. Where this takes a few minutes to take care of customer complaints more quickly and accurately. So it can contribute with information to utilize websites that make information more coordinated with PCs which makes it easier to track information, process information, and report customer complaints quickly. This explor

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Santhoshini, Yadagiri. "Quality of services and customer satisfaction of online courses: using SERQUAL model." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 02 (2025): 1–9. https://doi.org/10.55041/ijsrem41535.

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With the rapid expansion of digital learning, ensuring high-quality services in online education has become a crucial factor in enhancing learner satisfaction. This study explores the relationship between service quality and customer satisfaction in online courses, utilizing the SERVQUAL model to assess key dimensions that influence perceived learning experiences. By analyzing various aspects of service quality, the research aims to provide insights into the effectiveness of online education platforms and identify areas for improvement. Objective: The primary objective of this study is to eval

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Tasnim, Nafisa, and Md Sazzad Hossain Patwary. "Factors affecting students’ satisfaction with food intake: a study on residential halls (hostels) of Dhaka University." Journal of Innovations and Sustainability 7, no. 2 (2023): 02. http://dx.doi.org/10.51599/is.2023.07.02.02.

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Purpose. This research aimed to determine the factors influencing the food consumption habits and satisfaction level of residential students of Dhaka University, Bangladesh. Results. Six residential halls of Dhaka University were selected among the 23 residential halls in this study. Among the six hostels, 2 are female, and 4 are male. A structured questionnaire was developed using the SERVQUAL framework with nine questions to measure tangibility, reliability, responsiveness, assurance, empathy and overall food consumption pattern and the satisfaction level of resident students of Dhaka

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Yusuf, Kazi Md, Md Tamjid Ul Alam, Susmita Saha, and Intekhab Fardin Turja. "Bangladeshi Banking: Customer Satisfaction Insights through SERVQUAL Model." International Journal of Science and Business 40, no. 1 (2024): 50–62. http://dx.doi.org/10.58970/ijsb.2443.

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This study aims to measure the customer's satisfaction level by analyzing the different dimensions that shape those outcomes using the SERVQUAL framework. An intricately organized survey was formed, and 240 samples' data were analyzed using a combination of Excel and SPSS 25. The analysis included both descriptive and inferential statistical data. Analysis showed a strong correlation between the independent variables (tangibility, reliability, assurance, responsiveness, and empathy) and the satisfaction of customers. The regression analysis revealed a strong and statistically significant corre

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Zahari Wan Yusoff, Wan, Maziah Ismail, and Graeme Newell. "FM‐SERVQUAL: a new approach of service quality measurement framework in local authorities." Journal of Corporate Real Estate 10, no. 2 (2008): 130–44. http://dx.doi.org/10.1108/14630010810905633.

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Datta, Khyati Shetty, and Julie Vardhan. "A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE." SAGE Open 7, no. 1 (2017): 215824401667629. http://dx.doi.org/10.1177/2158244016676294.

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The quality of education provided in management institutions is a matter of debate in every country. With a rapid growth in the economy, the quality of management education provided in the United Arab Emirates (UAE) has also been a topic in the forefront. The burgeoning growth in this sector, with mushrooming “branch campuses” from around the world in the UAE, has led policy makers to reflect on the importance of quality of management education being imparted. The main purpose of this article is to explore the quality of management education in the UAE, and the study draws on the SERVQUAL mode

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Liew, Shamre, and Wan Zahari Wan. "Managing Agent Service Quality Performance Framework on Strata Housing Scheme Management." JOURNAL OF SOCIAL SCIENCE RESEARCH 3, no. 3 (2014): 300–314. http://dx.doi.org/10.24297/jssr.v3i3.3238.

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Issues pertaining to weaknesses of service delivery by Managing Agent (MA) in strata housing schemes gain a serious and continuous attention by many parties. In this context, the term Managing Agent refers to the Joint Management Body (JMB) and Management Corporation (MC) that can be found in a stratified residential property. Among other issues that consistently being highlighted include several aspects such as maintenance, complaints on property damages, security and residents welfares. Studies on Service Quality (SERVQUAL) had been conducted in most services industries including banking, re

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Shirinova, Shokhsanam Sobir kizi. "A METHODOLOGICAL FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION WITH DIGITAL BANKING INNOVATIONS." INTERNATIONAL SCIENTIFIC-ELECTRONIC JOURNAL "PIONEERING STUDIES AND THEORIES" 1, no. 4 (2025): 77–83. https://doi.org/10.5281/zenodo.15046908.

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Digital banking innovations have soared in the last few years, bringing a wave of transformation to the financial services industry. Customer satisfaction can prove to be a key to long term success. Nonetheless, the established approaches for measuring customer satisfaction are primarily based on traditional service quality concepts and do not appropriately accommodate the specific characteristics associated with digital banking experiences. They allow to existing both customer satisfaction measurement models and the evaluation of innovations. Based on existing theories like SERVQUAL and Techn

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Roberts, Jennifer, and Ignatius Gous. "A Metacognitive MOOC Framework." EDEN Conference Proceedings, no. 1 (June 16, 2019): 234–50. http://dx.doi.org/10.38069/edenconf-2019-ac-0026.

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MOOC completion rates are well documented as being very low, in most cases, between 5% to 15% (Greene, Oswald, Pomerantz, 2015; Jordan, 2014). Many reasons have been suggested for the low completion rate. This paper investigates the thesis that one of the predictors of the low completion rates, is that students are not satisfied with the overall experience (structure, content, delivery, etc.) of the MOOC. According to the SERVQUAL measurement scale of satisfaction, service quality can be defined as the difference between expectations and actual experiences. The argument put forward in this pap

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Shen, Hsu-Ming, Kung-Jen Tu, and Ting-Yi Chiang. "ESTABLISH A CUSTOMER PROPERTY SERVICE STRATEGY FRAMEWORK." International Journal of Strategic Property Management 25, no. 3 (2021): 204–2015. http://dx.doi.org/10.3846/ijspm.2021.14568.

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The property management services sector in China is developing rapidly, contributing significantly to employment and income. We have made recommendations for service differentiation and low costs so that even with limited resources, property management services can distribute their services effectively, reduce unnecessary costs, and implement an optimal plan. This study helps property management service providers understand the needs and expectations of customers because it is a key factor contributing to the success of the business. Based on the consumer and service quality (SERVQUAL) theorie

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Ramessur, Vinaysing, Dinesh Kumar Hurreeram, and Kaylasson Maistry. "Service quality framework for clinical laboratories." International Journal of Health Care Quality Assurance 28, no. 4 (2015): 367–81. http://dx.doi.org/10.1108/ijhcqa-07-2014-0077.

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Purpose – The purpose of this paper is to illustrate a service quality framework that enhances service delivery in clinical laboratories by gauging medical practitioner satisfaction and by providing avenues for continuous improvement. Design/methodology/approach – The case study method has been used for conducting the exploratory study, with focus on the Mauritian public clinical laboratory. A structured questionnaire based on the SERVQUAL service quality model was used for data collection, analysis and for the development of the service quality framework. Findings – The study confirms the per

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Chee Hoo, Wong, Sudhakar Madhavedi, Ram Kinkar Pandey, et al. "Customer satisfaction through service quality dimensions: A study on perishable products purchased through online mobile apps in Klang Valley, Malaysia." Journal of Infrastructure, Policy and Development 8, no. 15 (2024): 8791. https://doi.org/10.24294/jipd8791.

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Purpose: This study aims to identify the primary determinants of consumer behavior influencing customer satisfaction in the context of online mobile application (App) purchases of perishable products. Utilizing the well-established SERVQUAL (Service Quality) model, which has been extensively studied in various service-oriented settings, the research seeks to determine the factors with the greatest impact on customer satisfaction during online transactions of perishable products. Design: The investigation focuses on analyzing the five core dimensions of the SERVQUAL model: tangibles, reliabilit

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Kundu, Avisek, Seeboli Ghosh Kundu, Santosh Kumar Sahu, and Nitesh Dhar Badgayan. "Leveraging Azure Automated Machine Learning and CatBoost Gradient Boosting Algorithm for Service Quality Prediction in Hospitality." Computers 14, no. 2 (2025): 32. https://doi.org/10.3390/computers14020032.

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The importance of measuring service quality for business performance has been widely recognized in service marketing literature due to its pivotal influence on customer satisfaction and its long-term impact on customer loyalty. The SERVQUAL model, comprising five dimensions—reliability, assurance, tangibility, empathy, and responsiveness—provides a measurable framework for evaluating the overall customer satisfaction. This study endeavors to ascertain whether all SERVQUAL dimensions carry equal weight in their effect on the overall service quality and to estimate the service quality based on v

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Silitonga, R. M., R. Sukwadi, Y. T. Jou, and M. A. Alamsyah. "Customer satisfaction in quality measurement services: A hybrid customer satisfaction analysis." Journal of Modern Manufacturing Systems and Technology 5, no. 2 (2021): 59–68. http://dx.doi.org/10.15282/jmmst.v5i2.6853.

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Developments in the business world have always experienced rapid growth to date, and both businesses are engaged in services or non-service fields. The development of an economy accompanied by the development of technology and science creates increasingly fierce competition, especially in quality measurement services. Therefore, this study presents a Fuzzy-SERVQUAL, IPA, and PGCV Index method, which adequately assists practitioners in identifying critical service attributes. Satisfaction analysis used the Fuzzy-SERVQUAL method to obtain a defuzzification value where the results are inputs for

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Oemar, Hirawati, Ulima Alifani, and Yan Orgianus. "Strategic enhancement of Zakat collection and distribution in philanthropic institutions: integration of SERVQUAL, Kano, and QFD." Acta logistica 11, no. 1 (2024): 21–32. http://dx.doi.org/10.22306/al.v11i1.446.

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Zakat philanthropic institutions have a pivotal role in fund collection and distribution, yet they haven't realized their full potential primarily due to diminished public trust. Addressing this challenge requires strategies to elevate service quality. This study introduces an integrated method combining SERVQUAL, Kano, and Quality Function Deployment (QFD) to optimize Zakat service quality. Out of twenty-one service attributes evaluated, fourteen were identified as pivotal for strategic enhancement, spanning areas like information management, human resources, and product diversification. Util

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Damanik, Chrisdian, Vicky Drago, Melan Windasari Siallagan, and Okta Jaya Harmaja. "Customer Satisfaction Evaluation At Sapadia Guest House Through Servqual And Csi Approaches Based On Information Systems." International Journal of Science and Environment (IJSE) 5, no. 2 (2025): 213–19. https://doi.org/10.51601/ijse.v5i2.120.

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This study aims to evaluate customer satisfaction levels at Guest House Sapadia by integrating the SERVQUAL method and the Customer Satisfaction Index (CSI) within an information system-based framework. The SERVQUAL method is employed to assess service quality across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Concurrently, the CSI method provides a quantitative overview of overall customer satisfaction, grounded in the perception and relative importance of each service attribute. Data were collected via an online questionnaire completed by 184 respond

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Hizam, Sheikh Muhammad, and Waqas Ahmed. "A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services." International Journal of Financial Research 10, no. 5 (2019): 387. http://dx.doi.org/10.5430/ijfr.v10n5p387.

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Service quality possesses the vital prominence in usability of innovative products and services. As Technological innovation has made the life synchronized and effective, Internet of Things (IoT) is matter of discussion everywhere. From users’ perspective, IoT services are always embraced by various system characteristics of security and performance. A service quality model can better present the preference of such technology customers. The study intends to project theoretical model of service quality for Internet of Things (IoT). Based on the existing models of service quality and the literat

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Pan, Jingni. "Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era." Advances in Economics, Management and Political Sciences 35, no. 1 (2023): 37–44. http://dx.doi.org/10.54254/2754-1169/35/20231720.

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With the continuous development of Internet technology, Internet+ has become a hot topic today. In this context, companies need to pay more attention to consumer satisfaction in order to improve their market competitiveness. Therefore, this paper aims to explore the influencing factors of satisfaction in the Internet+ perspective and conduct a comparative study of different influencing factors. The purpose of this paper is to investigate the factors influencing consumer satisfaction based on the SERVQUAL model in the Internet+ perspective. Through a review of related literature, this paper sum

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Hapsari, Ratna F., Yarsi Efendi, Dinda Nurul Inayati, Desi K. Wulansari, and Iyan Irdiyansyah. "Development of SERVQUAL Service Quality Measurement Instrumen in Primary School." Pedagogia: Jurnal Ilmiah Pendidikan 17, no. 1 (2025): 53–68. https://doi.org/10.55215/pedagogia.v17i1.43.

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This research aims to focus on developing a measurement tool for assessing service quality in primary schools utilising the ADDIE model. The development process consists of five key phases: analysis, design, development, implementation, and evaluation. By applying the ADDIE framework, the study successfully established an instrument to evaluate educational service quality at Public Elementary School in South Tangerang. The process followed a systematic approach through these five stages. In the Analysis phase, the study found that the SERVQUAL model is particularly suitable for assessing educa

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Sudarmawan, Wahyu, M. Suyanto, Anas Hidayat, Mario A. Birowo, Hosam A. Riyadh, and Baligh A. H. Beshr. "A Novel Framework for Evaluating Television Program Quality and Its Impact on Viewer Satisfaction and Loyalty." Journal of Human, Earth, and Future 5, no. 4 (2024): 720–41. https://doi.org/10.28991/hef-2024-05-04-013.

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This study aims to analyze and synthesize the antecedents and consequences of television audience behavior, which are formed in a model of perception of television program quality and viewing satisfaction based on the Uses and Gratification Theory and the Theory of Repeat Patronage. Researchers have examined the Uses and Gratification Theory in their study of the audience's interaction with communication media, utilizing variables such as television show quality, viewing satisfaction, and loyalty. This study used quantitative methods and explanatory research with the SEM-AMOS analysis approach

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Yang, Zhou. "Modern Logistics Service Quality Evaluation Index Selection and Empirical Research." Applied Mechanics and Materials 37-38 (November 2010): 688–92. http://dx.doi.org/10.4028/www.scientific.net/amm.37-38.688.

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SERVQUAL, a basic framework adopted wildly in evaluating service quality, was applied in the modern logistics with 32 theory indexes. In order to select the appropriate indexes, an empirical study was conducted by subject degree analysis and importance analysis with questionnaires by experts from logistics industry. An evaluation system consisted of 13 indexes from four dimensions, delivering reliability, service efficiency, equipment assurance and customer empathy, was constructed consequently. An empirical evaluation result of the typical logistics enterprises in Hunan Province proved its fe

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Singh, Ranjit, Bhartrihari Pandiya, Chandra Kant Upadhyay, and Manas K. Singh. "IT-Governance Framework Considering Service Quality and Information Security in Banks in India." International Journal of Human Capital and Information Technology Professionals 11, no. 1 (2020): 64–91. http://dx.doi.org/10.4018/ijhcitp.2020010105.

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This study proposes an IT-Governance framework for the Indian Banking Industry. This research explores the factors predicting customer loyalty in retail banking. The classical SERVQUAL model that captures consumer insight of a service along the five dimensions (reliability, assurance, tangibles, empathy, responsiveness) and is combined with three critical factors of cyber / information security, namely confidentiality, integrity and availability (CIA) to generate a conceptual framework for IT-governance in Indian Banking. A survey with more than 150 respondents was conducted. The study conclud

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FUCHS, Kevin. "How Do Undergraduate Tourism Students Perceive the Service Quality in their Educational Institution? An Assessment Using the SERVQUAL Framework." Journal of Environmental Management and Tourism 12, no. 4 (2021): 1076. http://dx.doi.org/10.14505//jemt.v12.4(52).20.

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Tourism education is an important component and contributor to the tourism industry's global success, particularly as technology and innovation become more prevalent in the hospitality and tourism sectors around the world. Several studies have been conducted on student perceptions of tourism education and the tourism industry's long-term viability in the current and future environment. The importance of a capable, competent, passionate, and dedicated workforce in the service industries in general, and the tourism industry in particular, cannot be overstated. Related studies have also suggested

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Obioma,H, Onyeaghala,. "Servqual Model as Performance Evaluation Instrument for Small and Medium Sized Enterprises (SME): Evidence From Customers in Nigeria." European Scientific Journal, ESJ 12, no. 28 (2016): 520. http://dx.doi.org/10.19044/esj.2016.v12n28p520.

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It is the intention of this study to ascertain if SERVQUAL model can serve as an instrument for measuring performance of small and medium scale enterprises in Nigeria. The study adopted the Kano model as the theoretical framework. Empirical works on service quality and customer satisfaction were reviewed. Survey research design was adopted and conducted with the use of structured questionnaire designed in a 5 point likert scale format ranging from strongly agree, agree, strongly disagree, disagree and undecided. Twelve (12) small and medium scale enterprises operating in six geo-political zone

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Alfi Syahr, Zulfia Hanum. "CREATING A STANDARDIZED ASSESSMENT FOR COURT ACCREDITATION." Jurnal Hukum dan Peradilan 8, no. 1 (2019): 39. http://dx.doi.org/10.25216/jhp.8.1.2019.39-62.

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The improvement of court’s quality has been done through various efforts, one of them is an accreditation program. Before the implementation of internal accreditation policies, the courts under the Supreme Court had used ISO standards to maintain the service quality. Along with the development of judiciary innovations especially the dream toward the great judiciary, the Supreme Court has developed special accreditation standards for each judicial environment. General Court (Badilum) has implemented the Quality Assurance Accreditation (APM) programme in 7 assessment areas. Afterward, the Religi

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Jeeradist, Thongchai. "SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation." E3S Web of Conferences 258 (2021): 02010. http://dx.doi.org/10.1051/e3sconf/202125802010.

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This paper proposed a conceptual model to contribute the development of airport terminal service quality by conducting an empirical investigation intocustomer value co-creation behavior in Airport terminal service. The research approach to develop a scale to measure passenger expectations of airport terminal service quality, provide the airport service model to reach the passenger expectation and improved service quality. Research finding the airport service improvement with the top service quality and high rank in the business competitions. The proposed service quality framework comprised of

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Lina Rosina Limbong, Entin Sutinah, and Nani Agustina. "Pendekatan Fuzzy Servqual Untuk Mengevaluasi Tingkat Kepuasan Pasien di Praktik Dokter Karunia." Journal of Students‘ Research in Computer Science 5, no. 2 (2024): 133–46. https://doi.org/10.31599/0hw26s38.

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Measuring patient satisfaction is one of the main indicators of measuring the quality of service in health facilities. Health service providers have difficulty measuring patient satisfaction, problems that are often complained about based on patient perceptions include late arrival of doctors at the clinic, lack of toilet cleanliness, long examination times, and the attitude of some nurses who are not friendly. The purpose of the study was to evaluate the level of satisfaction of patients who were treated at the Karunia Doctor's Practice using the Fuzzy Servqual method. Service quality was ana

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Markowicz, Iwona. "Wpływ cech klientów na ocenę jakości usług świadczonych przez jednostki samorządu terytorialnego." Wiadomości Statystyczne. The Polish Statistician 2011, no. 10 (2011): 54–61. http://dx.doi.org/10.59139/ws.2011.10.5.

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The article aims to analyze the relationship between the individual SERVQUAL indicators and characteristics of customers. 1525 questionnaires completed by individual customers of different local government units (LGUs), surveyed in 2010 were analyzed. Surveys were conducted in the framework of the project Implementation of management improvements in local government units in the Zachodniopomorskie voivodship, which included county and municipal units. In the paper the logistic regression model has been used. Thus it was possible to identify the characteristics that have a significant impact on

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Caemmerer, Barbara, and Alistair Dewar. "A Comparison Of Private And Public Sector Performance." Journal of Applied Business Research (JABR) 29, no. 5 (2013): 1451. http://dx.doi.org/10.19030/jabr.v29i5.8070.

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In the past, public sector organizations have been used as examples of service atrocities but in light of unstable overall customer satisfaction levels across countries and industries the purpose of this research note is to investigate whether their private counterparts fare much better in terms of service performance. A quantitative, quasi-experimental study was carried out with 200 respondents. The survey tool was based on the SERVQUAL framework to compare recipients service expectations and perceptions in private and public service settings. The results reveal no significant differences bet

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Romano P. Cammayo. "Demographic insights in service quality and citizen’s charter implementation." World Journal of Advanced Research and Reviews 24, no. 3 (2024): 1523–28. https://doi.org/10.30574/wjarr.2024.24.3.3849.

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This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistical ana

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GADAT, ANGELICA, JANNA MAEJIN RABANAL, LARA PAULINE RAMOS, and DEOGRACIAS EVANGELISTA ESPLANADA. "CUSTOMER SATISFACTION AND SENTIMENT REVIEWS ON SELECTED BOOKING SITES OF MANILA MANOR HOTEL 2019-2021." Quantum Journal of Social Sciences and Humanities 4, no. 4 (2023): 55–74. http://dx.doi.org/10.55197/qjssh.v4i4.249.

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One approach to significantly enhance hotel products, services, and marketing strategies is through online guest evaluations. However, few research has examined online reviews utilizing a SERVQUAL model for sentiment analysis, therefore addressing this gap, notably in the Philippine hotel industry. The SERVQUAL model, which was modified in accordance with the purpose of the study, served as the foundation for the framework. Customers who had stayed at and evaluated the establishment on Agoda, Kayak, and Booking Web Portal served as subjects, and Qualitative Sentiment Analysis Research design w

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Romano, P. Cammayo. "Demographic insights in service quality and citizen's charter implementation." World Journal of Advanced Research and Reviews 24, no. 3 (2024): 1523–28. https://doi.org/10.5281/zenodo.15193965.

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This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistic

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Septianita, Septianita, and Handrie Noprisson. "Implementasi Metodologi Waterfall Pada Pengembangan Sistem Manajemen Data Posyandu Berbasis Framework Codeigniter." JSAI (Journal Scientific and Applied Informatics) 7, no. 3 (2024): 673–79. https://doi.org/10.36085/jsai.v7i3.7240.

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Pos Pelayanan Terpadu atau Posyandu sebagai lembaga kemasyarakatan untuk melayani Desa Kelurahan memainkan peran penting untuk mengadakan kegiatan mentransfer pengetahuan kesehatan dan memberikan pelayanan kesehatan. Berbagai platform Posyandu berbasis teknologi informasi telah banyak dikembangkan di berbagai wilayah dengan beraneka ragam fitur yang disediakan. Namun, belum ada penelitian yang membahas secara komprehensif dan holistik model platform Posyandu yang telah dikembangkan. Penelitian ini bertujuan mengembangkan platform standar untuk aplikasi Posyandu Digital Move (Posyandu-DM) guna

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