should they focus on. SERVQUAL is an instrument of measuring service quality as the gap between the customers’ expectation and the performance they perceive to have received. The principle of SERVQUAL is that their respondents should rate their expectation of the given service and then rating their perceived performance of it. The relationship of the two is their ratings should be calculated as the difference of their scores. Better quality yields to smaller gaps. SERVQUAL measures five dimensions
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6 Who is the customer? 6 Purpose of Understanding Customer Types 6 Application of Understanding Customer Types 7 Limitations of Understanding Customer Types 7 SERVQUAL – customer expectations and perceptions 8 What is service quality? 8 What does SERVQUAL stands for? 8 Purpose of SERVQUAL 8 Application of SERVQUAL 9 Limitations of SERVQUAL 9 Conclusion 10 Appendix 11 Bibliography 15 Introduction To begin with‚ service can be described in thousand different words; for instance‚ Oxford Dictionary
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importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The paper describes the most common criteria for measuring service quality‚ namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels. Key words: Quality‚ Service‚ Hotel industry‚ Measurement criteria 81 EKON. MISAO PRAKSA DBK. GOD XVI. (2007) BR. 1. (81-98) Gržinić
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competitive advantage‚ the evaluation of educational service quality has become essential. This study presents the result of an assessment of the quality of instructional service in a private university from the perspective of its students and using the SERVQUAL model. Three areas were looked into: (a) the most effective service quality among the five elements of Tangibles‚ Responsiveness‚ Reliability‚ Empathy‚ and Assurance; (b) the difference between the actual and the expected performance of the instructors;
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understanding of service quality is required. Using data from the Greek and Kenyan insurance industries‚ service quality is measured using the SERVQUAL methodology to identify quality determinants and existing quality gaps in the industries. Quality improvement strategies are recommended in each case. Some observations are made on the efficacy of the SERVQUAL diagnostic in assessing service quality in the insurance industry. 1. Introduction Previous studies‚ notably those of Wells & Stafford (1995)
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Taipei 11192‚ Taiwan b c a r t i c l e i n f o Article history: Received 30 January 2010 Received in revised form 20 August 2010 Accepted 3 November 2010 Available online 7 November 2010 Keywords: Enterprise resource planning (ERP) SERVQUAL Project management (PM) Information systems success System performance System vendor Implementation consultant a b s t r a c t In recent years many companies have improved their business performance and competitive position by implementation
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turns from luxury travel and needs to be satisfied with their travel chain experience which includes travel decision‚ ticket reservation‚ airport service‚ in flight service and final destination arrangements. The aim of this study involves the use of SERVQUAL instrument to ascertain any actual or perceived gaps between airline customer expectations and perceptions of the service offered. The methodology used in this study is descriptive statistics analysis from the survey conducted with the use of structured
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Using the SERVQUAL Model to assess Service Quality and Customer Satisfaction. An Empirical study of grocery stores in Umea. Authors: Chingang Nde Daniel Lukong Paul Berinyuy Supervisor: Sofia Isberg Student Umeå School of Business Spring semester 2010 Master thesis‚ one-year‚ 15 hp Abstract Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important
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CHAPTER 1 INTRODUCTION A transport service is critically important for communication and commerce among the regions in a country. Inland water transport is a very significant means of transport among the road‚ air‚ and water transport modes. Even though Government has invested heavily in public transport especially rail ways since 1990s‚ there are about 2‚000 miles of track and they did not connect with railways outside of Myanmar‚ only with major cities within the country. Since then‚
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direction and to develop appropriate scale for measuring customer satisfaction in leisure industry. Earlier researchers found that there has been a close association between research on consumer satisfaction and quality measurement‚ therefore‚ the SERVQUAL model is chosen to apply in this context with some modifications. 2.1 Customer satisfaction A variety of researcher has devoted to define the nature of customer satisfaction. Kotler (2000) defined satisfaction as: “a person’s feeling of pleasure
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