Service quality delivered by travel agents in Northern Cyprus was examined using a SERVQUAL scale. The translated instrument was purified using an item-categorisation technique and administered to 337 current users of travel agents in the region. Expectations and performance (SERVPERF) scores indicated that respondents were concerned most with the efficiency and least with the personalisation o...

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...