...Jan Elaiza Go; Sean Arvin Sy; Hannah Gwyneth Tagabucba; Jules Dannielle Tan; Miriam Bongo Purpose The logistic service quality (LSQ) model is a staple for evaluating key performance factors such as satisfaction and improving business performance. Given the lack of a universally accepted LSQ model...

... accessed via mobile applications making it imperative for the music streaming service providers (MSSPs) to focus on enhancing their app-based service quality. Furthermore, the sphere of music streaming has received only limited attention in research thus far, and to address this research void, this study...

...Neelam Kaushal; Rahul Pratap Singh Kaurav; Manish Kumar Jha; Suman Ghalawat; Mahender Singh Kaswan Purpose The present research work reviews and maps the thematic evolution of the interface between human resource (HR) practices and service quality (SQ) over the last 33 years. Design/methodology...

... are recognized to have an influence on the performance and service offered by 3PL providers (Liu et al., 2010 , Wong and Karia, 2010). Indeed, physical resources (or “tangible resources”) are one of the dimensions of service quality measurement frameworks for logistics (Rafele, 2004...

...Somtochukwu Emmanuel Dike; Zachary Davis; Alan Abrahams; Ali Anjomshoae; Peter Ractham Purpose Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve...

... Service quality Information, the most crucial driver in the supply chain, also affects other drivers (Chopra and Meindl, 2009). Responsiveness and agility in the supply chain increase with investment in information technology, and willingness to share information impacts supply chain...

.... The factors considered in the study were service quality, trust commitment, personalization, perceived convenience, relationship commitment, perceived sacrifice, subjective norms, perceived usefulness, attitude and vulnerability. The current research is both empirical and descriptive. Findings The study’s...

... of services: tangibles, reliability, responsiveness, assurance, empathy, quality of the food and price. Next, the authors combine the critical incident technique (CIT) and the penalty-reward contrast analysis (PRCA) to investigate the nonlinear relationship between service quality assessment and overall...

...Prachi Verma; Satinder Kumar; Sanjeev K. Sharma Purpose This article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association...

...Siew Chen Sim; Maniam Kaliannan; Mohan Avvari Purpose This study aims to provide a conceptualisation of HR outsourcing (HRO) effectiveness from a service quality perspective and subsequently develop a scale – HROSERVPERF to measure HRO service performance underpinned S-O-R theory. Design...

...Shahidul Islam; Nazlida Muhamad Purpose The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has been recognized as a “gold standard” set of “practical standardized measures” for assessing hospital service quality. Beginning with the HCAHPS, the purpose of this paper...

...Sulphey MM; K. Mohamed Jasim Purpose Service quality (SQ) has become an essential and indispensable component in healthcare and many other industries. SQ can deliver guaranteed stakeholder value and consequent consumer delight in the healthcare sector. The purpose of this study is to identify...

...Tejas R. Shah Purpose This paper aims to identify the dimensions of service quality in the case of ride-sourcing services in Indian context. Design/methodology/approach The service quality dimensions of ride-sourcing services are identified using an exploratory factor analysis (EFA). Further...

...Raghav Upadhyai; Neha Upadhyai; Arvind Kumar Jain; Hiranmoy Roy; Vimal Pant Purpose Health care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective...

...Teddy Chandra; Layla Hafni; Stefani Chandra; Astri Ayu Purwati; Jennifer Chandra Purpose The purpose of this paper is to determine the influence of service quality and university image on student satisfaction and student loyalty. Design/methodology/approach This study employed a set of survey...

...Syapsan Purpose The purpose of this paper is to determine the effect of service quality and innovation on competitive advantage and sustainable local economy, with marketing mix strategy as the mediating variable (Study in small and medium enterprise (MSME) in Java and Sumatera). Design...

...Meiaad Rashid Alsaadi; Syed Zamberi Ahmad; Matloub Hussain Purpose The purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from...

...Usha Ramanathan; Sandar Win; Andreas Wien Purpose The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. The authors take a step further...

... is a function of both customers’ expectations and service performance, i.e., the disconfirmation of performance from expectations. Based on this expectancy-disconfirmation paradigm, Parasuraman et al. (1985) conceptualized service quality as a result of the difference between perceived and expected...

...Rateb Sweis; Hannah Diab; Firas Izzat Mahmoud Saleh; Taghrid Suifan; Samer Eid Dahiyat Purpose – Since conducting the literature review revealed that assessing quality in secondary schools has been an unexplored territory, and where most educational service quality research studies have mainly...