The expectation norm of Information Systems SERVQUAL has been challenged on both conceptual and empirical grounds, drawing into question the instrument’s practical value. To address the criticism that the original IS SERVQUAL’s expectation measure is ambiguous, we test a new set of scales that posits that service expectations exist at two levels that IS customers use as a basis to assess IS ser...

Information literacy is seen as a key competency in working and everyday life. For library and information science (LIS) students information literacy is a core competency and taught in many LIS university programs. One challenge herewith is to mediate these skills in the best way. This paper tries to answer the question, how students cope with different learning methods and to which extent the...

ABSTRACT
 The purpose of this study was to analyze the accountability mosques based on quality service community during Covid 19 pandemic in West Sulawesi Province. used a quantitative approach with purposive sampling technique which analyzed by multiple regression. Data were obtained using questionnaire 188 respondents. results showed that servqual variables Professional Skill (X1), Attit...

This paper presents the framework of higher education quality assessment. The estimates of education quality can be used by the chiefs of higher education establishments (HEE) to take management decisions. The suggested approach is based on SERVQUAL method, supposing that education quality is the quality of provided service. Within the elaborated framework students fill in the questionnaire, th...

By drawing on an empiricist tradition, and on the literature discussing the philosophical problems of marketing knowledge, we seek to develop practical guidelines for developing empirical generalisations. In particular we suggest three criteria for the development of marketing knowledge: ensuring falsifiability and theoretical competition; overcoming uncertainty through replication; and using e...

The high cost of attracting new customers on the Internet and the relative difficulty in retaining them make customer loyalty an essential asset for many online vendors. In the non-Internet marketplace, customer loyalty is primarily the product of superior service quality and the trust that such service entails. This study examines whether the same applies with online vendors even though their ...

The stories of Kirana shops are now becoming folklore as Digital Retail has reared its head in the Indian sub-continent. To capitalize on this growth there has been a deluge of e-retail portals. However, the demographic scenario and the needs of Indian population are changing rapidly. The current study is an attempt to understand the dynamics of the major factors that consumers look into any of...

To gain competitive advantage in a fast changing environment, the higher education institution (HEI) must continuously adjust the strategies to that environment. One important strategy is how to determine appropriate practical actions based on what students really need and want. Despite the abundance of research on service quality management, there is no universal consensus on how best to deter...