..., as quality is a personal trait. Surveys and questionnaires can identify common factors influencing service quality, such as assurance, reliability, responsiveness, tangibles and empathy, with SERVQUAL being the predominant scale for measuring service quality. Quality can be defined as a degree...

... the voice of customer (VoC) in the form of customer complaints. The complaints are processed using text mining and sentiment analysis. Negative sentiments indicate areas for improvement by matching words with SERVQUAL dimensions. The FMEA method is used to identify business processes that need...

... and sustaining the water service. Design/methodology/approach Technical service quality includes core water service such as water delivery and maintenance, while functional service quality refers to the appearance of facilities, employees’ dress, and communication. SERVQUAL questionnaire responses were...

... sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated. Design/methodology/approach SERVQUAL questionnaire responses were collected from 635 household families...

.... Design/methodology/approach SERVQUAL has five dimensions: tangibility, reliability, responsiveness, assurance and empathy. It was used to gather data from multiple-responding care providers in 220 Thai hospitals nationwide. Paired-samples t-test and importance-performance analysis (IPA) were...

... and customer loyalty using the SERVQUAL model. Findings The findings show that, with the exception of assurance, the remaining four antecedents of service quality, namely reliability, responsiveness, empathy and tangibility had significant positive influence on customer satisfaction. The results also show...

... for those E-retailers and managers who want to grab e-retailing market. Originality/value This research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user...

...Anwar Khamis Alsheyadi; Jawaher Albalushi Purpose The purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality (SERVQUAL) and student satisfaction (SS), and second, to explore...

..., the importance of SERVQUAL dimensions differs, even in the banking industry, based on domestic or cultural backgrounds (Sangeetha and Mahalingam, 2011). In other words, cultural and environmental conditions in different countries are effective on differences between consumers’ perceptions (Malhotra et al...

... attention to customers during service delivery; and tangibles: appearance of office, staff, furniture, and other related materials (Zeithaml and Bitner, 1996, p. 117). © Emerald Group Publishing Limited 2016 Pakistan SERVQUAL Islamic banking Customer loyalty PAKSERV Customer...

.... The purpose of this paper is to discuss the above issue. Design/methodology/approach – The primary data gathering medium employed in this research was a survey based upon the SERVQUAL instrument. The research compares results obtained from the initial 2000 survey with the results of surveys conducted...

...Lewlyn L.R. Rodrigues; Gopalakrishna Barkur; K.V.M. Varambally; Farahnaz Golrooy Motlagh Purpose The choice between SERVQUAL and SERVPERF metrics for service quality measurement is subjective and the research literature lacks evidence on whether these instruments differ in their outcomes...

... towards hospital service quality using Fuzzy linguistic analysis. Design/methodology/approach The SERVQUAL questionnaire was developed according to the characteristics of each hospital's out‐patient service. Three regional hospitals in Hsin‐Chu, Taiwan were evaluated. After being completed...

... and assessment of quality in education being very complex, it was essential to fall back on multiple tools in research methodology to arrive at a consensus; the SERVQUAL was applied to identify the gap and determine the level of service quality; quality function deployment (QFD) was applied to identify the set...