Based on SERVAUALmodel, this paper brings in the entropy method to rank quality improvement (QI) priority for service attributes, and a service quality evaluation(SQE) model integrating competitive analyses has been structured to evaluate the mobile communication service quality (SQ) for Wuhan Branch of China Telecom(WBCT). The research shows that the QI priority of 22 service attributes has ch...

Software testing has emerged as a distinct responsibility in software development. This paper argues that software testing should be conceptualized as a service rather than being viewed as a sequential line of responsibility in software development. Testing as a service has two key aspects: (1) a service to developers, and (2) a service to end users. This paper draws from the SERVQUAL and softw...

Service quality is widely taken as a driver of firms' marketing and financial performance. Evaluating service satisfaction is a multi-criterion decision problem which includes both qualitative and quantitative factors, and it needs more critical analysis. The aim of this paper is to identify and discuss some of the important and critical decision criteria for service satisfaction measurement ba...

Aim: Client perception was important to indicate points requiring interventions or adjustments and to permit refinement of the services offered. This study aimed to determine the perception of internal clients regarding the quality of the service after integrating these items into the system of electronic prescription. Methods: We applied a questionnaire elaborated based on the SERVQUAL about t...

This research tests the creation and sustainability of customer value by net enabled enterprises employing customer centric IT systems. Internet based advanced information technologies have moved IT systems beyond the realm of production and operational processes into more customer interfacing functions and these systems have very different dynamics. While empirical research in IS has tested th...

Information and communication technology is progressively evolving around the world. Organizations and providers of online services, have to keep up with technological advancements when providing services and meet the redoubling expectations of its customers. At a global level there is wider adoption of e-government, a term coined in the recent past to describe the methodology that implements t...

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Despite the need to better understand how customers of Software-as-a-Service (SaaS) solutions perceive the quality of these software services and how these perceptions influence SaaS adoption and use, there is no extant measure that comprehensively captures service quality evaluations in SaaS. Based on previous SERVQUAL and SaaS literature, field interviews and focus groups, a card-sorting exer...

Customer satisfaction and retention is one of the key determinants to measure the quality of products or services and hence the Indian Railway performance. Due to the growing importance of quality in our life, customers desire to enjoy a relatively better quality of products or availing superior quality services has been increased. India is the Second highly populated country of the world and i...

There is demand for subjective metrics in spoken dialogue system evaluation. SERVQUAL is a service quality evaluation method developed by marketing academics. It produces a subjective measure of the gap between expectations and perceptions in five service quality dimensions common for all services. We present how the method was applied to spoken dialogue system evaluation. In order to improve t...