منابع مشابه
Measuring Service Quality: SERVQUAL vs. SERVPERF Scales
Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...
متن کاملMeasuring Information System Service Quality: SERVQUAL from the Other Side
Asal usul SERVQUAL Instrumen ini awalnya dibangun oleh para peneliti di bidang pemasaran untuk mengukur kualitas pelayanan secara umum, karena pada saat itu kualitas pelayanan menjadi salah satu fokus ayng sering dibahas dalam pemasaran. Instrumen ini diperkenalkan oleh Zeithaml, Parasuraman & Berry dalam buku mereka yang berjudul Delivering Quality Service; Balancing Customer Perceptions and E...
متن کاملMeasuring Service Quality of Islamic Azad University of Mazandaran using SERVQUAL Model
The purpose of the study is to evaluate the service quality of Islamic Azad University of Mazandaran. The study was a descriptive survey. The statistical population consists of all Islamic Azad University students of Mazandaran and 373 students were chosen through stratified random sampling method as the sample of the study. The data were collected using the SERVQUAL standardized questionnaire....
متن کاملClass Service Quality: Moving Beyond SERVQUAL
This paper explores the development of an improved measure of class service quality (ClassQual) in a university environment. By specifically examining data collected from seventy-three Information Systems students at two large universities in the midwest and southern U.S, the significance of different aspects of the class service experience is highlighted. Results of the ClassQual instrument in...
متن کاملMeasuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire
A recent MIS Quarterly article rightfully points out that service is an important part of the role of the information systems (IS) department and that most IS assessment measures have a product orientation (Pitt et al. 1995). The article went on to suggest the use of an /S-contextmodified version of the SERVQUAL instrument to assess the quality of the services supplied by an information service...
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ژورنال
عنوان ژورنال: Journal of Information Technology Review
سال: 2019
ISSN: 0976-2922,0976-3511
DOI: 10.6025/jitr/2019/10/1/1-6