The goal of this study is to determine the influence e-servqual on customer e-satisfaction. took a case in state-owned bank that has been applied digital service. It focused unit located Semarang and used purposive sampling for selecting respondents who use bank’s service particularly BRIMO, QRIS, Brizzi, SMS Banking. data from 120 customers was gathered using questionnaire analyzed multiple re...

Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...

Using SERVQUAL, IS service quality was measured twice, at a one year interval, in a large accounting auid information management consulting firm. After the first measurement, IS management used the , results to initiate several actions to improve service quality. The second measurement indicated that service quality improved. The managerial actions that preceded the increase in service quality ...

Purpose of the study: The objective study is to determine impact service quality gaps in telecommunications industry Oman, through critically analysing differences between expectations and perceptions relates tangibility, empathy, reliability, responsiveness, assurance. Design/Methodology/Approach: used SERVQUAL model calculate existing telecommunication company operating Sultanate Oman know se...

Purpose – This study attempts to examine the relationship between service quality perception and customers’ satisfaction in Malaysian Islamic banking using the SEM approach. Design/methodology/approach – This model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions t...

The main objective of this study was to investigate the impact of service quality on customer satisfaction rate private banks Fars Province. Private Banking in the Fars Province, including banks, Pasargad, Parsian, Sinai, Ansar, Ghavamin, Iran zamin, Eghtesad novin, Shahr , Sarmayeh. The study period is the first half of 1396. For ranking of SERVQUAL dimensions including quality of service base...

Governments at all levels are faced with the challenge of transformation and the need to reinvent government systems in order to deliver efficient and cost effective services. E-government presents a tremendous impetus to move forward in the 21st century with higher quality, cost-effective, government services, and a better relationship between citizens and government. This research considers t...