... © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only SERVQUAL Brand image Utilitarian value Customer satisfaction Health insurance As all individuals require medical treatment at some point, adequate health-insurance coverage is essential...

...Javed Ali; Ahmad Jusoh; Norhalimah Idris; Khalil Md Nor Purpose The current study aims at developing a conceptual framework containing original dimensions of SERVQUAL and adding two modified dimensions: patient safety and medical professionalism in healthcare service quality (HSQ) model...

... of the business depends (Frochot and Hughes, 2000 ; Stefano et al., 2015). Parasuraman et al. (1991) has provided a five-dimensional model of SERVQUAL consisting of 22 items (as shown in Table 1). Service quality Trapezoidal fuzzy approach SERVQUAL MCDM C49 M31 M39...

...Abteen Ijadi Maghsoodi; Abbas Saghaei; Ashkan Hafezalkotob Purpose The purpose of this paper is to formulate and validate a measurement model to evaluate the service quality of cultural centers. This study aims to expand the domain of service quality measurement models by extending the SERVQUAL...

...Mukesh Kumar; K.S. Sujit; Vincent Charles Purpose The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service...

...Amjad A. Abu‐El Samen; Mamoun N. Akroush; Bayan N. Abu‐Lail Purpose The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively...

... a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29‐item questionnaire exclusively adapted to the unique nature of the banking...

...Mukesh Kumar; Fong Tat Kee; Vincent Charles Purpose This study aims to find the differences in the service quality (if any) between two types of banks, namely conventional and Islamic, in terms of common critical factors after re‐examining the SERVQUAL model, originally pioneered by Parasuraman...

...). Design/methodology/approach The seven modified dimensions of SERVQUAL, namely tangibles, reliability, responsiveness, empathy, assurance, network aspect, and convenience were used to measure customers' perceptions and expectations of mobile telecommunications services by drawing a sample of 220...

...Girish Prayag Purpose The aim of this paper is to assess the service quality of a small airline, Air Mauritius, using the SERVQUAL model and to determine the relative importance attributed to service quality dimensions by international tourists. Design/methodology/approach A sample of 140...

...Fujun Lai; Joe Hutchinson; Dahui Li; Changhong Bai Purpose The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting. Design/methodology/approach A mail survey was conducted at a major...

...Robert Y. Cavana; Lawrence M. Corbett; Y.L. (Glenda) Lo Purpose The purpose of this article is to develop and empirically test an extension to the three‐column format SERVQUAL instrument to evaluate passenger rail service quality. Design/methodology/approach This article combines...

... and practitioners in providing a direction on how to explore/modify the existing service quality concepts with the changing world scenario (shift from conventional personalized services to web enabled services). © Emerald Group Publishing Limited 2005 Customer satisfaction SERVQUAL Communication...

...Masood A. Badri; Mohamed Abdulla; Abdelwahab Al‐Madani Purpose The main objective of the study was to utilize SERVQUAL for identifying gaps in the chain of services provided by the information technology (IT) resources. SERVQUAL was applied to IT services in higher education institutions...

.../methodology/approach The tool, an adaptation of the renowned SERVQUAL measurement methodology, is tested in UK NHS breast‐screening unit. The tool is used to measure the perceptions of two different types of patients, as well as those of three different types of staff. Findings The study suggests...

...Jos van Iwaarden; Ton van der Wiele; Leslie Ball; Robert Millen In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality...