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There are 15656 results for: content related to: SERVQUAL and the process improvement challenge

  1. Perceived Service Quality and User Satisfaction with the Information Services Function

    Decision Sciences

    Volume 25, Issue 5-6, September 1994, Pages: 737–766, William J. Kettinger and Choong C. Lee

    Article first published online : 7 JUN 2007, DOI: 10.1111/j.1540-5915.1994.tb01868.x

  2. A linguistic multicriteria decision-making model applied to hotel service quality evaluation from web data sources

    International Journal of Intelligent Systems

    Volume 27, Issue 7, July 2012, Pages: 704–731, R.A. Carrasco, P. Villar, M.J. Hornos and E. Herrera-Viedma

    Article first published online : 24 MAY 2012, DOI: 10.1002/int.21546

  3. Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services

    Decision Sciences

    Volume 30, Issue 3, June 1999, Pages: 877–891, Thomas P. Van Dyke, Victor R. Prybutok and Leon A. Kappelman

    Article first published online : 7 JUN 2007, DOI: 10.1111/j.1540-5915.1999.tb00911.x

  4. A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement

    Decision Sciences

    Volume 31, Issue 3, September 2000, Pages: 725–744, James J. Jiang, Gary Klein and Suzanne M. Crampton

    Article first published online : 7 JUN 2007, DOI: 10.1111/j.1540-5915.2000.tb00940.x

  5. A Psychometric Evaluation of the Expectations, Perceptions, and Difference-Scores Generated by the IS-Adapted SERVQUAL Instrument

    Decision Sciences

    Volume 33, Issue 2, March 2002, Pages: 281–296, Christopher L. Carr

    Article first published online : 7 JUN 2007, DOI: 10.1111/j.1540-5915.2002.tb01645.x

  6. Global Measures of Information Service Quality: A Cross-National Study

    Decision Sciences

    Volume 26, Issue 5, September 1995, Pages: 569–588, William J. Kettinger, Choong C. Lee and Sunro Lee

    Article first published online : 7 JUN 2007, DOI: 10.1111/j.1540-5915.1995.tb01441.x

  7. Service quality: New horizons beyond SERVQUAL: An investigation of the portability of SERVQUAL into the voluntary and local government sectors

    International Journal of Nonprofit and Voluntary Sector Marketing

    Volume 2, Issue 4, October 1997, Pages: 324–331, Edward Shiu, Liz Vaughan and Mike Donnelly

    Article first published online : 21 FEB 2011, DOI: 10.1002/nvsm.6090020405

  8. Perceived nursing service quality in a tertiary care hospital, Maldives

    Nursing & Health Sciences

    Volume 13, Issue 4, December 2011, Pages: 495–501, Mariyam Nashrath, Thitinut Akkadechanunt and Ratanawadee Chontawan

    Article first published online : 17 NOV 2011, DOI: 10.1111/j.1442-2018.2011.00648.x

  9. DEVELOPMENT OF SERVICE QUALITY MEASUREMENT FOR FOODSERVICE IN CONTINUING CARE RETIREMENT COMMUNITIES

    Foodservice Research International

    Volume 14, Issue 1, June 2003, Pages: 1–21, KYUNG-EUN LEE, CAROL W. SHANKLIN and DALLAS E. JOHNSON

    Article first published online : 30 JUN 2006, DOI: 10.1111/j.1745-4506.2003.tb00174.x

  10. Perceived service quality in Ethiopian retail banks

    Thunderbird International Business Review

    Volume 54, Issue 4, July/August 2012, Pages: 551–565, Tigineh Mersha, Ven Sriram, Haile Yeshanew and Yonatan Gebre

    Article first published online : 22 JUN 2012, DOI: 10.1002/tie.21483

  11. ARCHSECRET: a multi-item scale to measure service quality within the voluntary sector

    International Journal of Nonprofit and Voluntary Sector Marketing

    Volume 6, Issue 2, May 2001, Pages: 131–144, Liz Vaughan and Edward Shiu

    Article first published online : 12 JUL 2006, DOI: 10.1002/nvsm.141

  12. Public transport service quality and sustainable development: a community stakeholder perspective

    Sustainable Development

    Volume 18, Issue 1, January/February 2010, Pages: 51–61, Linda Too and George Earl

    Article first published online : 21 MAY 2009, DOI: 10.1002/sd.412

  13. Integrating service quality evaluation model to improve employees' satisfaction for high-tech iindustry

    Human Factors and Ergonomics in Manufacturing & Service Industries

    Volume 22, Issue 6, November/December 2012, Pages: 517–527, Shun-Hsing Chen

    Article first published online : 16 AUG 2011, DOI: 10.1002/hfm.20294

  14. Replication of Measures in Information Systems Research: The Case of IS SERVQUAL

    Decision Sciences

    Volume 30, Issue 3, June 1999, Pages: 893–899, William J. Kettinger and Choong C. Lee

    Article first published online : 7 JUN 2007, DOI: 10.1111/j.1540-5915.1999.tb00912.x

  15. An Assessment of the Dimensionality of Should and Will Service Expectations

    Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration

    Volume 21, Issue 4, December 2004, Pages: 361–375, Michel Laroche, Maria Kalamas, Soumaya Cheikhrouhou and Adélaïde Cézard

    Article first published online : 8 APR 2009, DOI: 10.1111/j.1936-4490.2004.tb00351.x

  16. Investigation of the perceived components of the meal experience, using perceptual gap methodology

    Progress in Tourism and Hospitality Research

    Volume 2, Issue 1, March 1996, Pages: 15–26, Nick Johns, Phil Tyas, Tony Ingold and Sarah Hopkinson

    Article first published online : 8 JAN 1999, DOI: 10.1002/(SICI)1099-1603(199603)2:1<15::AID-PTH22>3.0.CO;2-E

  17. Purchasing's Performance as Seen By Its Internal Customers: A Study in a Service Organization

    International Journal of Purchasing and Materials Management

    Volume 33, Issue 2, June 1997, Pages: 36–41, Joyce A. Young and Dale L. Varble

    Article first published online : 5 APR 2006, DOI: 10.1111/j.1745-493X.1997.tb00030.x

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    Human factors and usability in service quality measurement

    Human Factors and Ergonomics in Manufacturing & Service Industries

    Volume 18, Issue 4, July/August 2008, Pages: 454–463, Lesley Strawderman and Rick Koubek

    Article first published online : 19 MAY 2008, DOI: 10.1002/hfm.20102

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    Using SERVQUAL to Measure the Quality of the Classroom Experience

    Decision Sciences Journal of Innovative Education

    Volume 6, Issue 1, January 2008, Pages: 115–133, Michael Stodnick and Pamela Rogers

    Article first published online : 12 FEB 2008, DOI: 10.1111/j.1540-4609.2007.00162.x

  20. Service Quality

    Statistical Practice in Business and Industry

    Shirley Coleman, Tony Greenfield, Dave Stewardson, Douglas C. Montgomery, Pages: 117–136, 2008

    Published Online : 3 MAR 2008, DOI: 10.1002/9780470997482.ch6