...) and Necessary Condition Analysis (NCA) is employed to evaluate the impact of perceived quality, assessed through the SERVPERF scale, across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Findings Results confirm that perceived quality significantly influences client loyalty...

... (performance) and customer perception (Importance) to propose appropriate strategies. Design/methodology/approach Using the survey method, 854 responses were collected from customers who used VCC services during the pandemic. This data was then employed to assess the performance of VCCs using SERVPERF...

... (Parasuraman et al., 1985) and price. Design/methodology/approach – The present study uses SERVPERF customer requirements and weights of ELECTRE TRI multicriteria method to provide guidance on an appropriated action plan. Subsequently, it was demonstrated how the proposed model applied...