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...

.............................................................................................. IV ACKNOWLEDGEMENTS ..................................................................... VI LIST OF PUBLICATIONS ........................................................................ X ABBREVIATIONS ................................................................................... XI BACKGROUND ....

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...

The objective of this study was to analyze the satisfaction of the users of a private hospital in terms of a number of attributes of the services in units. This exploratory, descriptive study used a quantitative approach and was developed in a private hospital in the city of São Paulo. The casuistry consisted of 71 users and data collection was performed during the period from March to August 2...

Customer satisfaction is an important parameter of a hospital as a service organization. In this study, taking into account that service quality as a parameter that influences customer satisfaction; is in connection with performance indicators. The dimensions of service quality and performance indicators in Saadi hospital; Isfahan city; Iran; were prioritized using Analytic Network Process and ...

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