Service quality in the tourism industry receives increasing attention in the literature and yet confusion still exists as to which measure offers the greatest validity. The two main research instruments are Importance Performance Analysis (IPA) and SERVQUAL. However, both measures have been questioned and research has introduced measures that multiply SERVQUAL by Importance, as well a measure o...

این پژوهش با الهام گرفتن از نتایج یک طرح مطالعاتی کاربردی، رویکرد سلسله­‌مراتبی جهت پیگیری فرایند توسعه تأمین‌کنندگان و حمایت تصمیمات موجود در هر مراحل آن ارائه‌ می‌کند. ابتدا، زمینه‌های تأمین نیازمند سپس واجد شرایط هریک زمینه‌ها به کمک تصمیم‌گیری چندشاخصه بهترین-بدترین مشخص می‌گردند. معیارهای شناسایی نیز مرور مطالعات پیشین بهره‌گیری نظرات خبرگان حوزه‌ی خرید استخراج‌شده‌اند. درنهایت، مدل ریاضی ...

Although it is habitual to measure human perceptions with quite accurate instruments, perceptions are characterized by uncertainty and fuzziness. Furthermore, variations in individual perceptions and personality mean that the same words can indicate very different perceptions. In this context, the fuzzy linguistic approach seems to be an appropriate framework for modeling information. In this p...

With rapid growth of the Internet and the globalization of market, companies accepted and adopted the new information and communication technology to offer e-services to their customers. This paper addresses e-service quality issue in the electronic marketplace. The purpose of this paper is to extend what are the main service quality dimensions in the realm of e-service. The paper explores e-se...

Due to the unique nature among the service industries, the overriding objective of the healthcare sector is to provide error free, impeccable services to their patients and clientele. It is not an option rather a norm for the healthcare sector to uphold and maintain the level of service that is quintessential and benchmark in the service industries. However, service quality has different meanin...

A Many crucial aspects of service management are multifaceted. However, the traditional approach to measuring complex dimensions such as service quality clearly is inadequate. Essentially, this study integrated the five dimensions of SERVQUAL and adopted a fuzzy set theory based research design. The five dimensions of SERVQUAL were tested for five hospitals using Fuzzy set theory to clar...

The competitive state of the Chinese higher education industry is set to intensify over the forthcoming years. Where previously institutions may have been able to obtain high returns for relatively little effort, the future most certainly will be tougher. In response, an ‘action research’ process is adopted initially using a modified SERVQUAL instrument to investigate expectations and perceptio...

The main objective of this study is to present a framework developed for assisting Railways to monitor and control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of Indian Railways by developing SQM (Service Quality Management) model on the basis of SERVQUAL and Rail Transport quality. Three new dimensions (Service Product, Social Responsi...

The main purpose of this work is to represent an alternative effective model for measuring the quality of healthcare (SERVQUAL) considering the geographical location of the under examination healthcare sectors. Based on that consideration, a new modeling is taking place introducing a spatial interaction between neighboring regions (spatial-SERVQUAL model). New directions are analyzed implementi...