With electronic government (e-government) gaining prominence across the globe as a means for effective service delivery to the citizens, there is an increasing interest in examining its service quality dimensions. Yet, there is limited empirical research on the impact of the SERVQUAL gap (the gap between perceived service quality and expected service quality) on user satisfaction with e-governm...

Nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. This has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ prosocial behaviors in service delivery process. Reasonably, one of the best strategies to encourage customers toward these behaviors is s...

conclusions there was a negative gap between the patients’ expectations and what they actually perceived in the studied rehabilitation centers (with the exception of one public clinic); therefore, improvements are needed across all five dimensions. patients and methods this was a cross-sectional study conducted in ahvaz, iran. the study sample was composed of 255 patients randomly selected from...

There has been considerable number of papers published related to Six Sigma applications in manufacturing and service organizations. However, very few studies are done on reviewing the literature of Six Sigma in all the areas including manufacturing, construction, education, financial service, BPOs and healthcare etc. Considering the contribution of Six Sigma in recent time, a more comprehens...

A 10–year Content Analysis to Assess Research Theme Areas in Agricultural Education: Gap Analysis of Future Research Priorities in the Discipline. (December 2007) Leslie Dawn Jenkins Edgar, B.S., Utah State University; M.S., Utah State University Co–Chairs of Advisory Committee: Dr. Tracy A. Rutherford Dr. Gary E. Briers The field of agricultural education relies on multiple research journals t...

Background: Health care services are  costly and complex and provide facilities that significantly affect the economy and quality of life of individuals. In this study, we aimed to determine the gap between patients’ expectations and perceptions of hospital service quality to provide reference data for creating strategies to improve health care quality.  Method: In this descriptive cross-secti...