منابع مشابه
Assessing Post-Stroke Outpatients’ Rehabilitation Service Quality Gaps in Bangladesh
Objectives: The majority (80%) of stroke survivors in Bangladesh have lived with either minor or major physical, emotional, and cognitive disabilities. Due to patients’ poor perceived experience in healthcare services, participation in rehabilitation care has become a significant challenge for them. Consequently, it increases the burden of stroke disability. Therefore, this study aimed to measu...
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High service quality is imperative and important for competitiveness of service industry. In order to provide much quality service, a deeper research on service quality models is necessary. There are plenty of service quality models which enable managers and practitioners to identify quality problems and improve the efficiency and profitability of overall performance. One of the most influentia...
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It has been proposed that the elimination of electronic-service quality (e-SQ) gaps holds the key to a better website experience when dealing with organizations on-line. In turn, this leads to increased perceived e-SQ, perceived value, and importantly purchases and repurchases. In this paper a method of measuring e-SQ gaps is proposed. Regression and coefficient analysis are used to analyse dat...
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This paper attempts to compare the classification of quality attributes using Kano’s method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80 articles were systematically reviewed. Only two articles with classification of quality attributes by Kano’s method were identified. Four service quality factors were apparent from this study, and e...
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Today, in more and more enterprises digital services are offered to employees. An inherent characteristic of digital service is the self-service concept. Based on findings from a case study and academic literature, it is argued for the importance of employee knowledge when designing digital services. It is revealed that existing service blueprinting approach are not capable of adequately reflec...
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ژورنال
عنوان ژورنال: Total Quality Management
سال: 2000
ISSN: 0954-4127,1360-0613
DOI: 10.1080/09544120050007779