SERVICE QUALITY: GAP IN AIR TRANSPORTATION

Transportation and Air Quality in California: A Policy Analysis

A Comparison of Service Quality in Teaching and Non-teaching Hospitals: The Gap Analysis

Introduction: Service quality is a judgment that the customer compares his/her expectations by this judgment, with the perception of the received services. The purpose of this study was to compare service quality in teaching hospitals with non-teaching hospitals in Kerman city. Methods: This cross-sectional study has been done on 166 hospitalized patients...

Telecommunication Service Gap: Call Center Service Quality Perception and Satisfaction

The call center industry is a relatively new in Bangladesh. Only telecommunications and very few organizations are now providing customer service and support via call centers. Call centers do not exist for the customer to physically interact with, apart from via the telephone. The nature of the service encounter between the call center and customer is predominantly undertaken by using technolog...

Investigation of the Gap between Patients’ Perceptions and Expectations of Hospital Service Quality

Background: Health care services are  costly and complex and provide facilities that significantly affect the economy and quality of life of individuals. In this study, we aimed to determine the gap between patients’ expectations and perceptions of hospital service quality to provide reference data for creating strategies to improve health care quality.  Method: In this descriptive cross-secti...

Applying revised gap analysis model in measuring hotel service quality

INTRODUCTION With the number of tourists coming to Taiwan growing by 10-20 % since 2010, the number has increased due to an increasing number of foreign tourists, particularly after deregulation allowed admitting tourist groups, followed later on by foreign individual tourists, from mainland China. The purpose of this study is to propose a revised gap model to evaluate and improve service quali...