This paper describes an ongoing study into the quality of service provided by the Irish Revenue Commisioners’ on-line tax filing and collection system. The Irish Revenue On-Line Service (ROS) site has won several awards. In this study, a version of the widely used SERVQUAL measuring instrument, adapted for use with on-line services, has been modified for the specific case of ROS. The theory beh...

Services should be directed towards meeting the actual and potential requirements of customers with maximum efficiency, especially under increased competition. It is therefore necessary to focus on the knowledge and anticipation of market requirements, to adjust the services’ supply to meet the current and future needs of customers. Considering these aspects, the research conducted through the ...

Using the SERVQUAL model, this study attempts to examine the impact of service quality dimensions on customer satisfaction. A total of 225 current users of a GSM provider participated in this study. Gap Analysis was used to determine the perceived and expected satisfaction level on each of the service quality dimensions and regression analysis was conducted to test the relationship between the ...

The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsat...

With the rapid development of electronic commerce, the public demand for express delivery is increasing, however, there are still lack of service quality and high service complaint ratein the process of rapid development. Based on the SERVQUAL model, this paper analyzes the current situation of the whole express service industry quality, From five aspects: tangibles, reliability, responsiveness...

Using a library information system in an engineering research environment, this paper investigates the service quality perceptions of professional information system users. This paper also examines the relationship between the relative importance allocated by the system’s users to each of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument) as measured by the p...

The Service Quality or Gap model (SERVQUAL) has been recognised as an essential tool in identifying service quality and further than this the relationship between a company and its customers. This is vital for firms in sustaining existed advantage and ability to grow further. The purpose of this paper is to identify how applicable the model can be in the context of family owned restaurants and ...

University education, the world over, has undergone significant transformation and reform with respect to higher education systems meeting the growing role of information and communication revolution, and the demand for knowledge, which represent the new challenges of globalisation. These challenges are seen as threats as well as opportunities for higher education systems around the world. The ...

Methods Using a modified version of the SERVQUAL questionnaire, participants were asked to assign a score to each of 10 service quality factors (SQFs) on a 5 point Likert scale to indicate (i) how important they considered each SQF in relation to their attendance at the clinic & (ii) their actual experience that day. Participants were also invited to describe anything they found particularly sa...

The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those coiicerns are questionable, they offer a set of research directions for addressing unresolved issues and a...