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...

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...