current study aims to prioritize four-star hotels through atwo-step procedure: firstly, classifying service quality dimensions (sqds)based on importance-performance analysis and secondly prioritizinghotels based on classified sqds analysing the results. to reach that aim,the customers of three 4-star hotels were considered and asked to statethe quality of the service they expected to receive pr...

Many organizations provide information technology services, either to external or internal customers. They maintain software, operate information systems, manage and maintain workstations, networks or mainframes or provide contingency services. A widely used framework on IT service quality (at least in the Netherlands) is the Information Technology Infrastructure Library (ITIL), which seeks to ...

Composing existing web services to obtain new functionalities is important for e-business applications. Deficiencies of aggregated web services can be compensated involving a redundant number of them for critical tasks. Key steps lie in Quality of Service (QoS) evaluation and selection of web services with good quality in order to avoid frequent and severe faults of a composite service. This pa...

as one of the motivational theories which define both values and attitudes beyond personal as well as organizational benefits, public service motivation (psm) model aims to underscore the appreciation of individuals with regard to public interests. if psm pattern being optional is synchronized with civic-organizational behavior, its effectiveness is manifested in improving service quality. the ...

This study attempts to determine the effect of service quality on customer satisfaction both from public and private banks in Tangail city. Service quality of different banks is observed that is provided for their customers. An attempt is made to find out which service quality dimensions may enhance customer satisfaction in a better way. To measure the service quality, an extensive survey of ba...

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities foc...