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Keywords: SERVQUAL
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal 1–28.
Published: 28 July 2026
... to support E-SQ assessment and service process governance for e-service platforms. Design/methodology/approach A two-stage methodology is proposed. First, SERVQUAL dimensions are transformed from the perspective of service provider into observable service process elements representing key stages...
Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2016) 22 (5): 957–968.
Published: 05 September 2016
... in relation to quality characteristics for increasing internal customer satisfaction. Design/methodology/approach – The integration of SERVQUAL into QFD has been used to set the success factors to improve quality in the textile industry. One of the largest textile companies in Turkey provided the sample...
Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2011) 17 (1): 67–81.
Published: 08 February 2011
... SERVQUAL instrument was used on 522 international postgraduate students who were selected based on stratified sampling of the top five public universities. The analysis started with descriptive analysis followed by factor and reliability analyses. Single mean t‐tests were conducted to assess...
