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Purpose: The purpose of this study is to explore the literature of healthcare service quality for identifying and analyzing the healthcare service quality models and dimensions and to present future research insights pertaining to the applications of these models and dimensions. Design/methodology/approach: A literature review of healthcare service quality has been performed on 59 relevant studies after applying inclusion and exclusion criteria. Google Scholar and Scopus are the primary sources to find the relevant documents. Search was limited to keywords of "service quality," "healthcare," "models" and "dimensions." Findings: The results revealed that different models and dimensions have been evolved and developed after SERVQUAL in healthcare service quality literature. There is still a need to develop new models, add new contextual dimensions and items in existing models on different aspects of healthcare services. There is also a need to incorporate the perspective of service providers as respondents. Moreover, healthcare service quality models can be devolved or narrowed down at department and individual levels. Originality/value: This study presents valuable research insights for the researchers and practitioners in ways that healthcare service quality models and dimensions can be developed, modified and tested further in different research contexts and settings. Besides, the literature on healthcare services can be enhanced and enriched. [ABSTRACT FROM AUTHOR]

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The paper studies a method for evaluating current literature that receives little consideration in research and development. Various types of undervalued studies are recognized, and how they are related to a systematic review is shown. A diagram is presented that illustrates scoping studies reviews and their impacts on satisfaction. Finally, this paper examines the favorable circumstances and impediments surrounding this methodology and recommends a more extensive discussion to clarify the relationship between scoping studies and other study types found in reviews of literature. This study additionally aims to determine the effects of price sensitivity and quality seekers on products. It also aims to discern the level of customer loyalty to certain airline brands. The literature review uncovered that the airline industry is increasingly focusing on growing top notch services to compete in the market. In addition, competition in this sector is apparent in the evaluation and the type of services offered. The study embraces these two perspectives (price sensitivity and quality seekers) as directing viewpoints in the system of relationship. [ABSTRACT FROM AUTHOR]

Enterprise Resource Planning (ERP) systems are the largest software packages of Information System (IS) adopted by many organisations to seek improvement in their employee's productivity and gain competitive advantage. The purpose of the study is to highlight the current state of literature on ERP system with specific focus on ERP quality factors representing System Quality (SQ), Information Quality (IQ), Service Quality (SRQ). The study also highlights the exemplary measures (scale) applied in various studies to evaluate ERP systems in many settings. The study will enable the researchers to understand ERP quality factors and its impact while utilizing and evaluating the ERP system. Lastly, the study summaries recent empirical work on each quality factor and based on these studies recommendations are provided for future research. [ABSTRACT FROM AUTHOR]

The main purpose of this paper is to present a systematic review of multiple- criteria decision-making (MCDM) techniques used in the assessment of service qual- ity. This study reviewed a total of 79 articles from 51 journals, published from 2001 to 2015. Articles were classified into 10 application areas and scopes. Furthermore, articles were categorised based on an author, year, application area, the nationality of the author, ‏technique, a number of criteria, research purpose, gap and research problem, results and outcome. The best criteria were determined in each article. The results of this study re- vealed that more papers on MCDM were published in 2011 than in any other year. Inte- grated techniques, analytic hierarchy process (AHP) and fuzzy AHP methods, were ranked as first and second methods in use, respectively. Finally, the airline industry was ranked as the first application area, in which previous studies applied MCDM techniques for the evaluation of the service quality. This research contributes to the existing literature on the service quality and MCDM. The research outputs are valuable to academics scholars and leaders of organisations and industries in the field of service quality evaluation. [ABSTRACT FROM AUTHOR]