Abstract. Nowadays, the industry competency of forwarding service is getting tight. PT. X as one of forwarding company keeps increasing service quality to their customer. Satisfaction is reaching if what the consumer desire fulfilled by services. Analysis of customer satisfaction is measured by servqual method. The method is aimed to recognize the gap between customer expectation and customer s...

In recognition of the expanding role of the web as a channel of conducting business, vast investments in web technologies have been witnessed. Using web technologies and their applications enables firms reaching more customers, trading with customers and offering them a smooth purchase transaction. However, firms cannot realize returns on their investments, unless they are offering superior web...

Consumer-to-consumer (C2C) e-commerce is a growing area of e-commerce. However, according to a meta-analysis of critical themes of e-commerce , C2C e-commerce was only represented in the area of online auctions (Wareham, Zheng, & Straub, 2005). C2C e-commerce can encompass much more than just auctions. The question then becomes, " is C2C e-commerce a different research area that deserves its ow...

This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution ...

AIM Client satisfaction gained great importance in health care as a measurement of service quality. One of the most popular methods to evaluate client satisfaction is the SERVQUAL inquiry which measures service quality by evaluating client expectations and services towards a service in five dimensions: Tangibles, Empathy, Assurance, Reliability and Responsiveness. MATERIALS AND METHODS In ord...

This article presents a gap analysis by measuring the perception and expectation of service quality in higher education from the perspectives of Iranian postgraduate students. This article first tries to understand the phenomenon for Iranian students to change their preference from studying in universities in the West to those in the East, particularly Malaysia. In addition, this article seeks ...

The purpose of this research paper is to determine the service quality of luxury hotels in Odisha using the SERVQUAL approach. The delivery of high quality services is one of the most important and most difficult tasks that any service organization faces due to its unique characteristics such as intangibility, perishability, heterogeneity and inseparability. Service quality is the degree and di...