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The higher education sector is a dynamic and competitive environment where service quality plays a crucial role. Higher education institutions must continuously enhance their service quality in the current competitive landscape. This quantitative study examines perceived service quality's effect on student satisfaction at Khoja Akhmet Yassawi University in Kazakhstan. The study data were collected with SERVQUAL, and Covariance Structural Equation Modeling (CB-SEM) was employed to test the research hypotheses. The CB-SEM findings confirmed the impact of perceived service quality on student satisfaction. It was found that students were generally satisfied with the university facilities. The findings could assist the university, and by extension, the entire higher education industry, in improving its strategic plans to increase student satisfaction and overall institutional performance. Thus, service quality significantly impacts student satisfaction in higher education, and higher education institutions, including yours, should be aware of the dimensions of service quality that affect student satisfaction. [ABSTRACT FROM AUTHOR]

Underreporting of adverse events in healthcare systems is a global concern. This study aims to address the underreporting of adverse events (AE) by implementing a TRIZ-based model to identify and overcome barriers to reporting, thus filling gaps in current reporting practices and improving incident recognition. A TRIZ (Theory of Inventive Problem Solving) approach was adopted, integrating with SERVQUAL methodologies to design interventions. Preintervention and postintervention surveys were conducted to evaluate changes in the recognition of adverse events and barriers to reporting. Statistical analyses were performed to assess the effectiveness of the interventions. Recognition improved and barriers to reporting AEs significantly decreased. Monthly reported cases rose from 33.7 to 50.3 (p = 0.000), demonstrating the effectiveness of the TRIZ-based interventions. Implementing a TRIZ-based model significantly improved adverse event reporting by enhancing the recognition of reportable events and overcoming identified barriers. Future research should explore the long-term sustainability of these interventions and their broader applicability in diverse healthcare settings. [ABSTRACT FROM AUTHOR]

Purpose: The global market for cloud gaming is growing rapidly. How gamers evaluate the service quality of this emerging form of cloud service has become a critical issue for both researchers and practitioners. Building on the literature on service quality and software as a service, this study develops and validates a gamer-centric measurement instrument for cloud gaming service quality. Design/methodology/approach: A three-step measurement instrument development process, including item generation, scale development and instrument testing, was adopted to conceptualize and operationalize cloud gaming service quality. Findings: Cloud gaming service quality consists of two second-order constructs of support service quality and technical service quality with seven first-order dimensions, namely rapport, responsiveness, reliability, compatibility, ubiquity, smoothness and comprehensiveness. The instrument exhibits desirable psychometric properties. Practical implications: Practitioners can use this new measurement instrument to evaluate gamers' perceptions toward their service and to identify areas for improvement. Originality/value: This study contributes to the service quality literature by utilizing qualitative and quantitative approaches to develop and validate a new measurement instrument of service quality in the context of cloud gaming and by identifying new dimensions (compatibility, ubiquity, smoothness and comprehensiveness) specific to it. [ABSTRACT FROM AUTHOR]

Nowadays, the COVID-19 pandemic has had many harmful effects on the hotel industry. This study aims to identify and prioritize the factors affecting SERVQUAL in the hotel industry and evaluates five-star hotels during the COVID-19 Pandemic. The present study prioritizes the influence factors of SERVQUAL using the stepwise weight assessment ratio analysis (SWARA) method and using the Additive Ratio Assessment (ARAS) method to identify the best hotel among the five hotels in Iran in 2022. In the present study, 22 influence sub-criteria in the hotel industry were studied, and the delivery of service promise sub-criterion was ranked first, which shows its importance among other sub-criteria. Among the hotels studied, A1 hotels ranked first among other hotels. The present study examines and prioritizes the influence factors of SERVQUAL in the hotel industry to help hotel managers to identify the most important influence factors of SERVQUAL in the hotel industry to implement these factors in their hotels and can improve their strengths. [ABSTRACT FROM AUTHOR]

The concept of all-inclusive (AI) hotel service is complex and multidimensional; grounded on the SERVQUAL model, this research aims to identify the main components of AI service that moderate online ratings. Aside from the dimensions comprised in the SERVQUAL model, this research discusses price, place, and experiences as essential components in AI hotel ratings. This research was applied in the Algarve, a mature sun and sea destination with more than thirty all-inclusive hotels in operation since 2008. A fuzzy set qualitative analysis (fsQCA) approach is used from 6742 validated reviews of four- and five-star all-inclusive hotels retrieved from TripAdvisor between August 2003 and April 2019. Single constructs in the AI ecosystem have no impact as a rating enhancer on TripAdvisor, with two or more constructs necessary to trigger the goal. This research also contributes by applying a fuzzy set approach to the extracted user-generated content (UGC) regarding AI hotels on TripAdvisor and revealing the necessary and sufficient conditions through the identified constructs that most contribute to high online ratings. [ABSTRACT FROM AUTHOR]

Background: Understanding community preferences for vaccination services is crucial for improving coverage and satisfaction. There are three main approaches for COVID-19 vaccination in Indonesia: health facility-based, community-based, and outreach approaches. This study aims to assess how the vaccination approaches impact user satisfaction levels. Methods: This study was part of a large household survey involving 12,120 respondents across nine districts in Bali Province. The study population comprised all residents aged ≥12 years who had received at least one dose of COVID-19 vaccination. Samples were selected through three stages of systematic random sampling. Data were collected through interviews using structured questionnaires, which included socio-demographic characteristics, vaccination services, and satisfaction levels. Analysis was performed using Chi Square test and logistic regression, with the entire process incorporating weighting factors. Results: A total of 12,120 respondents reported receiving their first dose of COVID-19 vaccination. The satisfaction level among vaccine recipients (partial, complete, and booster doses) was high (84.31%). Satisfaction within each SERVQUAL dimension was highest in tangibles (96.10%), followed by responsiveness (93.25%), empathy (92.48%), assurance (92.35%), and reliability (92.32%). There was no significant difference in the overall SERVQUAL score between the health facility and community-based approaches. However, the latter slightly improved user satisfaction across three dimensions: tangibles (adjusted odds ratio, AOR = 1.52, 95% confidence interval (CI) = 1.21–1.90), reliability (AOR = 1.67, 95%CI = 1.42–1.96), and assurance (AOR = 1.26, 95%CI = 1.07–1.48). Conclusion: During the pandemic, both health facility and community-based approaches resulted in a high satisfaction level. It is recommended that the government prioritise and optimise community-based programs and health facility-based delivery in future vaccination initiatives, especially during public health emergencies. Without effective treatments, with emerging variants and waning immunity, vaccination remains our primary defence against COVID-19. Maintaining high population immunity is crucial. Both health facility and community-based approaches to vaccination yielded high satisfaction during the pandemic. It is recommended that the government prioritise and optimise these programs for future vaccination initiatives, especially during public health emergencies. [ABSTRACT FROM AUTHOR]

This study was designed to identify how SERVQUAL forms brand relationship quality and brand loyalty with the moderating role of the type of service employees, such as robots and humans. The study collected data from 286 people who used restaurants where robots provide the services and from 300 people who used restaurants where people provide the services. In order to test the proposed hypotheses, this study employed structural equation modelling based on the AMOS program. The data analysis revealed that four of the five dimensions of SERVQUAL, which include tangibles, reliability, assurance, and empathy, help to enhance brand satisfaction. In addition, brand satisfaction has a positive influence on brand trust, brand commitment, and brand loyalty. The moderating role of the type of service employee in the relationship between utilitarian value and brand authenticity was identified. [ABSTRACT FROM AUTHOR]

Over the past five years, customer visits to restaurants have stagnated, while online deliveries have grown significantly. Many restaurants have adapted by adopting third-party food delivery services. However, online food delivery services (OFDSs) are underrepresented in the current retail literature. This study aims to address this gap by assessing the impact of service quality on consumers' satisfaction, loyalty, and intention to use food delivery services. Specifically, we investigated whether customers were more loyal to restaurants or online food delivery services (OFDSs). We recruited 475 respondents who had used online food delivery services. This study analyzed the data using partial least squares (PLS) modeling. Our findings showed that responsiveness did not influence either loyalty or satisfaction. This suggests that marketers and practitioners should focus on the other four SERVQUAL dimensions (tangibles, reliability, assurance, and empathy) to increase consumer loyalty and satisfaction, which can then lead to increased intention to reuse the service (repeat patronage). Our research yields valuable insights for marketers deploying the SERVQUAL dimensions in the context of online food delivery services. This paper makes several theoretical and managerial contributions to the literature on these issues. It provides key insights for marketers regarding the deployment of the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) as part of an online food-delivery service. [ABSTRACT FROM AUTHOR]

This study measured the individual differences in the service quality of Bangladeshi university libraries by type of university, user and gender. A modified SERVQUAL (service quality) model was adopted for the academic library environment, which included 30 items under five dimensions with a 7-point Likert scale. The survey was conducted among 61 teachers, 50 researchers and 455 students from two public, two international and two private universities in Bangladesh. The individual differences in library service quality were calculated through an analysis of variance and independent sample t -test for the university, user and gender categories. The overall service quality was significantly different (p <.001) among the users of the public (M = 4.02), private (M = 5.08) and international (M = 5.10) university libraries, as well as between male (M = 4.48) and female (M = 5.01) users. Several statistical methods supported the sampling adequacy, reliability and validity of the adapted model, which could be used as a basis for further assessments of library service quality by different demographic groups, both locally and globally. [ABSTRACT FROM AUTHOR]

This study explores the impact of guest satisfaction on the financial performance of 5-star hotels, with a focus on both service quality and environmental sustainability. The purpose of the research is to understand how improvements in key satisfaction dimensions influence hotel profitability, as measured by EBITDA, ROA, and ROE. Satisfaction was measured across SERVQAUL dimensions and the dimension of environmental sustainability. The data were analyzed using the Multicriteria Satisfaction Analysis (MUSA) method and linear regression models to determine the effect of satisfaction on financial performance. Results indicate that responsiveness is the most important factor for guests, while environmental sustainability ranks high in importance but shows lower satisfaction scores. The findings suggest that investing in both service quality and sustainability can significantly enhance a hotel's financial returns. The study concludes that hotel managers should prioritize improvements in environmental sustainability and responsiveness to optimize guest satisfaction and financial performance. [ABSTRACT FROM AUTHOR]

In a time where the student experience increasingly mirrors a customer-centric approach, universities are tasked with fulfilling the role of comprehensive educational service providers. This paper presents a comprehensive literature review on service quality in higher education, focusing on various generic and industry-specific scales. The primary objective of this article is to analyse and compare prominent measurement scales such as SERVQUAL, SERVPERF, HEdPERF, UnivQual, and HiEduQual. Each scale is defined according to its original literature and provides a foundational understanding of their respective constructs and factors. To achieve a nuanced comparison, the paper examines these scales based on the number of factors extracted from studies and their characteristics. The analysis reveals a great diversity and specificity of factors in measuring service quality across different higher education contexts. Beyond that, the paper analyses a database of 49 selected peer-reviewed articles to understand the practical application of service quality scales in empirical research. This examination considers multiple dimensions such as the country of focus, the statistical procedures employed, and the research methods. These dimensions offer a rich comparative insight into the trends in service quality research within higher education. Additionally, the study delves into the number and names of factors identified in each article, mapping them against the established scales to uncover patterns and deviations in empirical findings. A notable aspect of the review is the exploration of gender differences in service quality perceptions, a critical yet often underexplored area. This gender-based analysis provides valuable insights into how male and female students may perceive service quality differently, thereby informing more nuanced and inclusive service quality enhancement strategies. The findings of this paper underscore the multifaceted nature of service quality in higher education and the importance of context-specific scales. By comparing different measurement approaches and analysing a broad spectrum of empirical studies, this review contributes to a deeper understanding of how service quality is conceptualised and measured in higher education. It also offers practical implications for researchers and practitioners aiming to enhance service quality and align it more closely with student expectations and experiences. [ABSTRACT FROM AUTHOR]

Abstract Underreporting of adverse events in healthcare systems is a global concern. This study aims to address the underreporting of adverse events (AE) by implementing a TRIZ-based model to identify and overcome barriers to reporting, thus filling gaps in current reporting practices and improving incident recognition. A TRIZ (Theory of Inventive Problem Solving) approach was adopted, integrating with SERVQUAL methodologies to design interventions. Preintervention and postintervention surveys were conducted to evaluate changes in the recognition of adverse events and barriers to reporting. Statistical analyses were performed to assess the effectiveness of the interventions. Recognition improved and barriers to reporting AEs significantly decreased. Monthly reported cases rose from 33.7 to 50.3 (p = 0.000), demonstrating the effectiveness of the TRIZ-based interventions. Implementing a TRIZ-based model significantly improved adverse event reporting by enhancing the recognition of reportable events and overcoming identified barriers. Future research should explore the long-term sustainability of these interventions and their broader applicability in diverse healthcare settings.

This study aims to enhance the existing literature on the integration of Servqual and Kano concepts by providing a comprehensive justification for recommending improvement actions to service attributes. By utilizing a theoretical service model that considers factors previously overlooked, such as the impact on revenue and cost, performance variability, diminishing marginal utility in consumption, and diminishing marginal product of resources, this study offers propositions and proofs for the best actions in each paired category of service attributes within the combined Servqual and Kano assessments. The findings are presented in the form of an evaluation table, which links each paired category of attribute with its respective optimal action. Importantly, this study introduces novel perspectives on the definition of the best action and the basis for its selection. Unlike previous works that solely focus on customer satisfaction, this research defines the best action from the perspective of the service provider whose primary goal is to maximize profit. The proposed procedure for determining the best action obtained in this study is more justifiable, as it relies less on the ambiguous process of correctly identifying the final categories of attributes in both models. To illustrate the new integration process, an example based on simulated data is also provided. Overall, this study contributes to the field by offering a comprehensive and justified approach to improving service attributes through the integration of Servqual and Kano concepts.

The purpose of this study is to examine the influence of service quality on consumer satisfaction at PT Joie Production, a convection company located in the city of Bandung, Indonesia. The study uses probability sampling with a simple random sampling method, and the sample size is determined using the Slovin formula which produced 58 respondents from a population of 140 consumers in the past year. The data was analyzed using statistical methods to test the validity and reliability of the questionnaire, as well as measure the quality of service based on the SERVQUAL method. The results of the study show that the overall service quality has a negative average gap of -0.022, indicating that services are generally below customer expectations and unsatisfactory. The highest perception value was in the responsivity dimension of 4.41 and the lowest perception value is reliability of 3,899. Based on the results of interviews with several consumers, it was obtained that price is a consideration, but from the waiting time can be an important thing and the reason why consumers do not continue PT. When complaints are handled properly, customers are more likely to return to transact again, creating stronger loyalty Complaints that are handled well, along with quality service, can significantly increase customer satisfaction levels. [ABSTRACT FROM AUTHOR]

This study aims to enhance the existing literature on the integration of Servqual and Kano concepts by providing a comprehensive justification for recommending improvement actions to service attributes. By utilizing a theoretical service model that considers factors previously overlooked, such as the impact on revenue and cost, performance variability, diminishing marginal utility in consumption, and diminishing marginal product of resources, this study offers propositions and proofs for the best actions in each paired category of service attributes within the combined Servqual and Kano assessments. The findings are presented in the form of an evaluation table, which links each paired category of attribute with its respective optimal action. Importantly, this study introduces novel perspectives on the definition of the best action and the basis for its selection. Unlike previous works that solely focus on customer satisfaction, this research defines the best action from the perspective of the service provider whose primary goal is to maximize profit. The proposed procedure for determining the best action obtained in this study is more justifiable, as it relies less on the ambiguous process of correctly identifying the final categories of attributes in both models. To illustrate the new integration process, an example based on simulated data is also provided. Overall, this study contributes to the field by offering a comprehensive and justified approach to improving service attributes through the integration of Servqual and Kano concepts. [ABSTRACT FROM AUTHOR]

Accessibility is commonly defined and operationalised through objective measurements, such as travel time and physical distance to destinations; however, there is a lack of empirical studies capturing perceived accessibility from individual perspectives. With the aim of sustainable transport for inclusive communities, it is crucial to investigate the impact of socio-economy and travel mode on perceived accessibility and key driving factors of perceived safety and service quality. Through the collection of primary data from one of the fastest-growing suburbs in Melbourne, this study examined variation of perceptions towards accessibility, safety, and service quality among diverse social groups and travellers using different modes of transport. The findings of this study would assist transport planners in making informed decisions in creating inclusive transport networks that can improve community health and well-being. [ABSTRACT FROM AUTHOR]

Anti-corruption education is a character education program that aims to instill anti-corruption values in students. The difference in the implementation of anti-corruption education as an autonomous subject provides different learning experiences for students. This research aims to measure the quality of anti-corruption education using the Servqual instrument. The Servqual instrument was developed and analyzed using confirmatory factor analysis (CFA). This research was conducted with an ex-post facto non-experimental design. The subjects involved were 156 students. Data analysis was carried out with the SmartPLS program. The results of CFA show that the instrument meets the fit criteria. Thus, the discriminant validity results have met the criteria, with a composite reliability (CR) value of 0.765 to 0.900. The results of the path analysis prove that three of the five Servqual constructs have a significant effect on the quality of anti-corruption education. [ABSTRACT FROM AUTHOR]

Hotel business is one of the main activities of the hospitality industry. Hotel service gives home feeling to the tourists at destination. Hospitality industry will not survive if they don't provide quality services to the tourists. This study explores the relationship between service quality and tourist satisfaction in the hotel sector of Tamil Nadu, India. Recognizing the critical role that service quality plays in the hospitality industry, this research employs the SERVQUAL model to evaluate five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected from 300 tourists across a diverse range of hotels in Tamil Nadu through structured questionnaires. The analysis reveals a significant positive correlation between all dimensions of service quality and tourist satisfaction. Notably, responsiveness and empathy emerged as the most influential factors. The findings suggest that enhancing these service quality dimensions can substantially improve tourist satisfaction. This study provides actionable insights for hotel managers and policymakers to develop strategies that elevate service standards, thereby boosting the overall tourist experience in Tamil Nadu. [ABSTRACT FROM AUTHOR]

The present discourse delves into the state of tourism in Bangladesh, which has been experiencing growth, and the trend of declining tourism expenditures within the national budget due to technological advancements. Bangladesh has natural beauty and many of the world's most popular nature-based tourism destinations. Bangladesh boasts the longest beachfront in the world, Cox's Bazar, and is also home to the biggest mangrove woodlands, the Sundarbans, which UNESCO has recognized as a World Heritage Site. The country also has a significant historical record; UNESCO has acknowledged numerous culturally significant locations, including the Bengali New Year festivities' grand procession, as elements of artistic works. Along with beaches and islands, hills and waterfalls, forests, rivers, and wetlands, as well as spiritual and archaeological websites, historic sites, and background information, the item offers a desk that enumerates essential tourism destinations in Bangladesh. It also suggests building eco-motels, watchtowers, rope approaches, walk techniques, night hikes and other centers in partnership with the Ministry of Environment and Forests to boost eco-tourism. Ultimately, the article suggests creating websites about archaeology and the ancient world by conserving and repairing them, building museums, and offering research and advice on such platforms. The study covers the importance of the tourism sector in Bangladesh and the difficult circumstances that the hotel business must deal with to maintain and increase guest satisfaction. The author emphasizes how important customer satisfaction and loyalty are to the long-term success of businesses in the transportation industry. The author proposes a study that examines the correlation between exceptional consumer service and client happiness in suburban accommodations, as well as the influence of consumer contentment on behavioral goals. The examination's history is given, along with a discussion of students' interests in sustainable tourism and development and the necessity of reducing the influence on the natural environment. Because some countries do not have ecotourism regulations, the author highlights the importance of distinguishing between ecotourism and sustainable tourism. In conclusion, the author characterizes tourism as a recreational activity involving travel to and lodging in areas outside of one's normal surroundings for leisure, personal growth, and consuming natural, economical, and cultural values. [ABSTRACT FROM AUTHOR]

The food market has been growing steadily in India and the rise to the infrastructure development especially the road network development has given rise to road travel in India. Along the highways the roadside restaurants, popularly known as Dhaba have come up. This study intended to study the service quality of dhaba. A questionnaire based on SERVQUAL model with an added dimension of food quality was prepared and used for data collection. The questionnaire consisted of two sections divided to collect demographic information of the respondents in first section and second section collected information about the perceived service quality and customer satisfaction. The data was analyzed using IBM SPSS AMOS 23. The results were presented in the form of tables and figures. Evaluation of perceived service quality reflected that the dhabas are performing well. The impact of service quality dimensions on customer satisfaction was also studied and reflected that assurance and empathy are significant dimensions of service quality for customer satisfaction. [ABSTRACT FROM AUTHOR]

Restaurant growth in West Java is very rapid at around 12.52% per year. Saung Wulan restaurant is one of the restaurants that applies the traditional concept in Bekasi Regency. This study aims to determine the customer satisfaction of Saung Wulan restaurant. The research was conducted in April 2023 with a sample of Saung Wulan restaurant visitors during that period. The data were analyzed using the SERVQUAL concept, importance performance analysis (IPA), and gap analysis. During the research period, 144 respondents were collected, of which 53.41% were male, age range between 20 - 30 years, 44.32% and 31.82% of high school education. The results of the analysis show that the top priority services for improvement are: The suitability of the menu offered to the order, the speed of the staff in processing orders, and providing careful service. The services that have the highest gap between consumer expectations and the reality received are: Fast serving time, staff responsiveness to customer complaints, and staff speed in processing orders. The implication of the is that Saung Wulan Restaurant needs to prioritize improvements in suitability of the menu to orders, speed in processing orders, and careful service to increase customer satisfaction. Additionally, they need to address the high gap between expectations and reality in terms of serving time, response to customer complaints, and speed in processing orders to improve the overall customer experience. [ABSTRACT FROM AUTHOR]

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Visitor satisfaction greatly influences the development of the tourism industry, the development of the tourism industry in a region will give birth to other supporting businesses. The Samudera Pasai Islamic Museum is one of the cultural-based tourist attractions that displays tourist attractions in the form of fine art, historical relics and customs. The Samudera Pasai Islamic Museum is located in North Aceh Regency, Aceh Province. In 2023, the average number of museum visitors was 1,050 people and there was a significant decrease in visitors in September 2023. The purpose of this study was to determine visitor satisfaction with the quality of service provided by the management of the Samudera Pasai Islamic Museum. The method used in this study is the Service Quality (Servqual) method. Servqual is a method used to identify the level or quality of visitor satisfaction with the services provided by a service industry through five dimensions, namely tangibles (physical evidence), responsiveness, reliability, empathy and assurance by analyzing the gap between the value of perception and the value of visitor expectations. The results of the study showed that in the tangibles dimension, the gap value was obtained at -0.50, the responsiveness dimension obtained a gap value of -0.43, the reliability dimension obtained a gap value of -0.32, the assurance dimension obtained a gap value of -0.26 and the empathy dimension obtained a gap value of -0.34. These results indicate that the satisfaction of visitors to the Samudera Pasai Museum has not been achieved, so service improvements are needed. [ABSTRACT FROM AUTHOR]

We look in this paper at how library publics and the subsequent delivered services have evolved from the perspective of the theory of attribution and the theory of planned behavior. We then introduce a measurement scale for evaluating the service delivery quality of public libraries (SERVQUAL) and apply it in empirical research. Results show that the activities of public libraries which cater to all age groups and the diversity of resources they offer to the public, significantly predict (approximately 60%) users' perceptions of the quality of library services. Digital literacy activities provided by libraries to the public significantly predict (approximately 30%) users' perceptions of the quality of library services. The more active libraries are within the community, the more favorable the perception of the services they offer. A positive perception of the library is influenced by the librarian, especially when their name is known within the community. There are significant differences between rural and urban libraries regarding Seriousness, Responsiveness, and Empathy in service delivery, with these services being more favorably evaluated in urban areas. Women rate library services more favorably than men in terms of Safety and Empathy. [ABSTRACT FROM AUTHOR]

The higher education sector is a dynamic and competitive environment where service quality plays a crucial role. Higher education institutions must continuously enhance their service quality in the current competitive landscape. This quantitative study examines perceived service quality’s effect on student satisfaction at Khoja Akhmet Yassawi University in Kazakhstan. The study data were collected with SERVQUAL, and Covariance Structural Equation Modeling (CB-SEM) was employed to test the research hypotheses. The CB-SEM findings confirmed the impact of perceived service quality on student satisfaction. It was found that students were generally satisfied with the university facilities. The findings could assist the university, and by extension, the entire higher education industry, in improving its strategic plans to increase student satisfaction and overall institutional performance. Thus, service quality significantly impacts student satisfaction in higher education, and higher education institutions, including yours, should be aware of the dimensions of service quality that affect student satisfaction.

As the number of FinTech start-ups continues to rise globally, the utilization of these services by users becomes increasingly crucial, especially considering potential risks. Various factors affect users' utilization of financial technology, with the quality of services offered by FinTech providers standing out as a significant consideration. The aim of this study is to investigate the relationship between the quality of services offered by FinTech payment platforms and the utilization of FinTech services. We develop a novel conceptual model integrating elements from SERVQUAL and TAM (the Technology Acceptance Model) to investigate these dynamics. To gain a comprehensive understanding, we employed a mixed methods research approach. This approach included a quantitative survey analyzed using a partial least squares structural equation model (PLS-SEM) to examine the proposed framework and the relationships between its constructs. Following the survey, a follow-up focus group discussion with industry experts and academics was conducted to delve deeper into the findings and explore the ''why'' behind the statistical relationships. The findings reveal a significant impact of the quality of services offered by FinTech payment service providers on the utilization of such services. It demonstrates that in the FinTech sector, perceived usefulness does not always dominate perceived ease of use. Moreover, it confirms the profound influence of perceived usefulness in shaping attitudes and subsequent behaviour related to technology use. These insights contribute to an enhanced understanding of the factors driving the utilization of FinTech services.

Orientation: Gap analysis in the information system (IS) sector is difficult to assess. Research purpose: A gap analysis model based on SERVQUAL is proposed to assess the gaps in IS services. Motivation for the study: During coronavirus disease 2019 (COVID-19), there has been an extensive use of distant learning and virtual meeting applications. Yet, there is no well-documented way to evaluate the IS service provided. Research design, approach and method: The proposed model adds a performance dimension covering the main characteristics of IS services. The model is tested on the internet service providers in Egypt as a case study. A questionnaire for the proposed model is developed, validated and distributed. Main findings: The questionnaire is statistically analysed to find whether there is statistical difference between the expectation and the perception for each factor. Then the data are tested to find whether the gender of the respondents, internet service provider and the status of whether the respondent pays for the service themself have a significant effect on the gap scores or not. Finally, an ordinal regression fit is introduced to estimate the overall satisfaction of the customers based on their gap score. Practical/managerial implications: Despite SERVQUAL being an adequate tool to analyse the gaps for different services, it needs some adaptation to fit different services. One important drawback of SERVQUAL analysis for the IS sector is that the dimensions of SERVQUAL do not fully cover the customer expectations in the IS sector. Contribution/value-add: This paper attempts to fill this gap in the literature by introducing the ‘ISSERVQUAL’ model.

This research aims to investigate the relationships and mutual influence between the digitalization of international trade and customer satisfaction in the context of the post-COVID-19 economy. To achieve this objective, a comprehensive research project has been developed, involving a quantitative approach that combines the advantages of experiments and surveys. Customer satisfaction was assessed based on key service quality parameters in the SERVQUAL model. The study involved 4 stores operating on the AliExpress international trading platform. The sample included a total of 3796 customers. The research findings confirmed the impact of digitalization on customer satisfaction in international trading operations across nearly all dimensions of the SERVQUAL model. The implementation of basic digital innovations substantially enhanced reliability, order processing and delivery speed, product packaging, and the process of selecting and ordering goods, as well as the regularity of notifications and data security. However, the introduction of a chatbot significantly reduced customer satisfaction with the provision of additional information, leading to a decrease in customer empathy. The academic contribution of this study lies in its ability to complement and expand the scientific understanding of the impact of digitalization on customer satisfaction in international trade in the post-COVID-19 era. The study demonstrated that not all digital innovations are perceived equally positively by customers and do not necessarily lead to increased satisfaction. Accordingly, the practical outcome of this research is the empirical confirmation of the need to test customer satisfaction when implementing digital innovations.

Background: Recently, a number of papers have discussed the importance of evaluating service quality provided to customers. The purpose of this study is evaluating service quality of clinical diagnostic in Yazd Central Laboratory from customers’ point of views using the SERVQUAL and SERVPERF models in two simple and weighted types, and also, identifying the most suitable model for service quality evaluation. Methods: The present research was applied research in terms of purpose and descriptive-analytical in terms of method. According to Morgan's table, the statistical sample of this research included 250 people who referred to Yazd central laboratory in September 2023; they were selected by simple random sampling method and a valid and reliable questionnaire with 33 items which was distributed among them. In the next step, to analyze the data collected from the questionnaire, SPSS 16 software was used to analyze Kolmogorov–Smirnov test, Student's t-test, analysis of variance, Fisher's Z test, and least squares method. Results: The findings indicated that the expectations of service recipients are greater than their perceptions of the quality of the services received. The correlation coefficient between the overall satisfaction of the clients and the services and the level of service quality in the SERVPERF model (r = 0.7060) has a higher value than the weighted SERVPERF model (r = 0.6913), SERVQUAL model (r = 0.6890) and weighted SERVQUAL model (r = 0.6344). Moreover, the most valid models for measuring the quality of medical diagnosis services were respectively as follows: SERVPERF, weighted SERVPERF, SERVQUAL and weighted SERVQUAL. Conclusion: Based on the research findings, it is recommended that managers consider the needs and demands of the clients in their future planning in order to improve the quality of services in medical diagnosis services, which are relatively more difficult to evaluate. Also, the level of standards required to provide health services in clinical diagnosis laboratories should be explained to the clients so that they have correct expectations and perceptions of the quality of services.

Abstract This study identifies hospitals in Iran that have demonstrated exceptional performance in service quality during the COVID-19 pandemic based on the proposed integrated multicriteria decision-making (MCDM) process. Although the coronavirus has been eradicated in most countries, occasional outbreaks of COVID-19 variants have occurred, affecting many individuals, particularly in Iran. The pandemic caused an influx of hospital visits, with people seeking treatment for various illnesses. However, the abrupt onset of the pandemic and its global impact challenged hospitals’ ability to provide timely care, leading to a noticeable decline in service quality. Identifying the top-performing hospitals is crucial for benchmarking and enhancing healthcare quality. To assess hospital service quality, the study employed a customized SERVQUAL model, which helped identify key factors that served as criteria and subcriteria for the evaluation process. The priority weights of these factors were then obtained using the spherical fuzzy analytic hierarchy process. For each SERVQUAL criterion, the hospitals were evaluated using the spherical fuzzy weighted aggregated sum product assessment method, resulting in respective rankings of the hospitals. Finally, an integrated Borda−Copeland method was utilized to generate the aggregate evaluation ranking, a feature that serves as an important departure from the literature. The contribution of this work lies in developing an integrated approach that intends to serve as a benchmark not only for hospitals in different countries but also for those confronting similar challenges and offers guidance for seeking insights from top-performing hospitals in comparable situations.

Academic information systems (AIS) at universities provide convenience to students in online campus administrative activities. Universitas Muhammadiyah Gombong (UNIMUGO) has an academic information system. The realization of quality academic and administrative services is one of the university's efforts in building and developing AIS. This study uses e-ServQual and WebQual 4.0 methods to determine the quality of AIS services. This study aims to determine the impact of AIS quality on user satisfaction by comparing E-Servqual and Webqual 4.0. The respondents' data were analyzed by linear regression. The study's findings indicate which method is best for assessing the service quality of the AIS system, as well as additional recommendations for Universitas Muhammadiyah Gombong to assess the success of the existing AIS system. Questionnaires were distributed to 100 students by Google Forms. Data analysis utilizes multiple linear regressions to determine the level of influence between the independent variables (e-Servqual and WebQual 4.0) and the dependent variable (user satisfaction). The research results from hypotheses H1 and H2 equally state that the quality of the AIS system has a positive and significant effect on user satisfaction. Analyzing the e-ServQual results showed that the AIS system was of medium quality, while the WebQual 4.0 method was of excellent quality. The results of data analysis on the e-ServQual method showed that the independent variable could affect user satisfaction by 66.1% and 33.9% influenced by other variables. The WebQual 4.0 method showed that the independent variable could affect user satisfaction by 85.1% and 14.9% influenced by other variables.

Media sosial muncul sebagai saluran baru bagi rumah sakit dan pasien untuk mengumpulkan umpan balik tentang kualitas pelayanan. Data media sosial, di sisi lain tidak terstruktur dan volumenya besar. Selain itu, tidak ada penelitian empiris yang dilakukan tentang penggunaan data media sosial dan persepsi kualitas pelayanan rumah sakit berdasarkan ulasan online pasien. Tujuan dari pengabdian masyarakat ini adalah melakukan sosialisasi pentingnya patient-centered approach sebagai pendekatan untuk meningkatkan service excellent di rumah sakit. Dalam studi kasus sosialisasi ini, kami mengumpulkan 428 komentar halaman facebook Rumah Sakit Harapan Keluarga antara tahun 2019-2023. Kami menggunakan pembelajaran mesin untuk membuat analisis sentimen dan pengklasifikasi kualitas layanan (SERVQUAL) yang mengidentifikasi dimensi sentimen dan SERVQUAL secara otomatis. Kami memeriksa total 428 ulasan, 413 (70,32%) ulasan tangibles, 413 (96,49%) ulasan reliability, 19 (4,43%) ulasan responsiveness, 38 (8,87%) ulasan assurance, dan 301 (70,32%) ulasan empathy.

Little research has been conducted specifically on emotional intelligence (EI) and perceived quality of service in the hospitality industry. The main goal of this research consists of providing empirical evidence related to EI regarding its importance in quality of hospitality service (QHS). To do so, a hypothetical and conceptual model was tested by Partial Least Square-Structural Equation Modeling (PLS-SEM) techniques based on a sample of 408 employees in the hospitality sector in the region of Murcia (Spain). The findings of this work reveal the incidence that EI has on the QHS of human capital, despite a scenario that is characterized by a high rate of talent shortage worldwide and an increasing digitalization that could reduce human interaction. Also, implications are given so that EI could be more deeply analyzed for EI strategy-building within organizational behavior and human resource management areas from a practical approach, increasing engagement and preventing the so-called quality service sabotage.

Primary health care services aim to prevent diseases and improve health efficiently and effectively. This study measures perceived service quality in a primary healthcare organization and examines the effect of personality traits on service quality. The cross-sectional study population comprised individuals over the age of 18 who applied to the Bingöl Central Community Health Centre. A total of 460 participants were included in the study between November 2018 and March 2019. The participants completed a face-to-face questionnaire that included socio-demographic characteristics, the SERVQUAL Scale, and an abbreviated form of the revised Eysenck Personality Questionnaire. This study is based on doctoral research in public health. The study found median values for personality trait sub-dimensions as follows: neuroticism: 2, psychoticism: 2.65, extraversion: 4, and lying: 5. The SERVQUAL Score was −0.02. The study revealed that the quality of primary health care services did not meet the participants' expectations. The study findings also indicated that age, educational attainment, and extraverted and psychotic personality traits were significantly associated with the satisfaction of service quality expectations (p < 0.05). It is recommended to provide primary health care services in facilities with good physical characteristics, with sufficient and competent health personnel, and in a timely and accurate manner to improve service quality. [ABSTRACT FROM AUTHOR]

This study explores the influence of service quality dimensions on the satisfaction of personal training studios and gyms' customers in a physical and digital environment through online and offline training sessions. Also, it fills a gap in research concerning the existence of different expectations that trainees may have from the two types of training offerings. Drawing on the service quality literature, SERVQUAL's dimensions were employed to test the six formulated hypotheses. Data were collected from 363 customers of personal training studios in Greece, which have experience in both online and offline training sessions, using the convenience sampling method, both online and offline training sessions. To test the first five hypotheses, regression analysis for both session types was performed, and as for hypothesis 6, the Laplace criterion was used. Findings indicate that for both online and offline training sessions, Perceived Value was the most important dimension, followed by Assurance, Responsiveness and last Reliability, whereas Empathy was insignificantly related. Also, results revealed a different expectation level between the two service offering methods, where trainees seem to expect more from offline than online sessions. The results indicate that among strong service quality dimensions are variables that are within the reach of management. The paper adds to the existing research on service quality in the sports and fitness industry by focusing on personal training studios and gyms, as well as on trainees' quality perception and expectations of the relatively new online channel of service provision in the specific area. [ABSTRACT FROM AUTHOR]

The implementation of the National Health Insurance has transformed the medical care landscape in Taiwan, rendering perceived medical service quality (PMSQ) and patient satisfaction significant focal points in medical care management. Past studies mostly focused on the technical aspects of medical care services, while overlooking the patients' perception of services and the delivery process of PMSQ in the medical care experience. This study integrated the theoretical framework of the Donabedian SPO model and the SERVQUAL questionnaire. The survey was conducted among the outpatients of three types of medical institutions in northern Taiwan: academic medical centers, metropolitan hospitals, and local community hospitals. A total of 400 questionnaires were collected, and 315 valid questionnaires remained after eliminating the incomplete ones. This study established a PMSQ delivery model to explore patients' perceptions of medical service quality. It was found that the variable, Assurance, could deliver the PMSQ and enhance the Medical outcome (MO), while improving the variable, Tangible, in medical institutions could not significantly enhance the MO. These findings emphasize the importance of healthcare institutions prioritizing the professional background, demeanor of their healthcare staff, treatment methods, and processes over tangible elements. [ABSTRACT FROM AUTHOR]

This qualitative study investigates the service experiences of differently-abled students within the Financial Aid Department of a prominent South African University of Technology. Employing a semi-structured interview schedule aligned with the Service Quality model (SERVQUAL), five dimensions--tangibles, assurance, empathy, reliability, and responsiveness--are explored. The study unveils the significant challenges students face, including issues related to the location and accessibility of the department, staff approachability, and the reliability of communication systems. The discussion section draws on relevant literature to synthesise the findings, providing comprehensive insights into the intricacies of service delivery for differently-abled students. The study concludes with actionable recommendations for enhancing service quality and inclusivity, addressing the unique needs of this student demographic in the evolving landscape of South African higher education. [ABSTRACT FROM AUTHOR]

Unika Atma Jaya, recognized as one of Indonesia's leading private universities, utilizes information system technology to support both operational and academic activities. However, there is noticeable inconsistency in the implementation of this technology, especially in effectively integrating it with relevant work units. Several existing information systems fall short of meeting user satisfaction. This research investigates user satisfaction with Information Technology (IT) services at Unika Atma Jaya using the Service Quality (Servqual) model, which includes Tangibles (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) as variable. The analysis reveals that the Tangibles and Reliability dimensions significantly contribute to positive user satisfaction, with respective significant values of 0.000 and 0.001, along with corresponding T-table values of 4.197 and 3.323. This underscores the crucial role of tangible aspects, like facilities, and the reliability of service delivery in enhancing overall user satisfaction. Conversely, the Responsiveness dimension, with a significant value of 0.251 and a T-table value of 1.150, does not show a statistically significant impact on user satisfaction, indicating that users' perceptions of prompt service delivery may not be a decisive factor. Furthermore, the Assurance dimension exhibits a significant negative impact, with a value of 0.000 and a T-table value of -3.542, emphasizing the need for careful management in this area to prevent adverse effects on overall user satisfaction. In conclusion, a focus on improving Tangibles and Reliability dimensions, while addressing Assurance-related challenges, is vital for optimizing the user satisfaction landscape at Unika Atma Jaya. Recommendations include targeted enhancements in IT services in Tangibles and Reliability, specifically in applications and on-campus facilities. These numerical findings serve as a strategic basis for developing more effective, consistent, and responsive IT services to meet user expectations in the future, particularly within the relevant unit (BSTI). [ABSTRACT FROM AUTHOR]

An initial survey conducted through interviews with several students and parents found dissatisfaction with school services. This is supported by data on customer dissatisfaction complaints, and there was no effort from the school to fix it; no previous research has focused on this. The purpose of this study was to determine the efforts that can be made to improve the quality of service. The population in this study were grade 12 students. The sampling technique used a questionnaire, while the analysis used was the integration of the Servqual, Kano, and Quality Function Deployment (QFD) methods. The results of the study using the Servqual method obtained 25 service attributes with negative results. While the Kano method obtained 22 important category attributes. Based on the results of the integration of Kano's service quality method into the QFD method, it was found that 3 attributes became priorities for improvement, namely implementing 5S, holding teacher and employee polls, and adding practical tools. The improvement solution for the Brantas Vocational School is implementing 5S management, conducting regular employee performance assessments by holding polls and adding practical equipment in the department. [ABSTRACT FROM AUTHOR]