The purpose of this paper is to empirically examine the affect of service quality dimensions on the customers' satisfaction in Telecommunication companies in Yemen. These dimensions are tangibility, reliability, responsiveness, assurance and empathy. By using five Likert scale, a set of questionnaire ...
There are many types of questions that can be asked in a Service Quality Questionnaire. They should focus on the customer’s interaction with the customer service rep (positive and negative), the service and experience overall, and if the customer would use your service again. It’s also good...
In public as well as in private sector the quality of education is an important factor that is considered for attracting and retaining the students who want to get higher education. Self-administered questionnaire was used in this study to collect the related data to establish the relationship ...
Service Quality Dimensions (SERVQUAL) and Customer Satisfaction towards Motor Ride-Sharing Services: Evidence from Bangladesh, Annals of Management and Organization Research, 3(2), 97-113. 1. Introduction The global development of ride-sharing services would enable users to move more simply due to ...
The service quality of the banks is assessed under five dimensions with 25 different attributes. The primary data were collected through a structured questionnaire from 152 respondents chosen using the 'snowball' method. The research design is quantitative and the five-dimensional SERVQUAL model was ...
Parasuraman, University of Miami; not to be reproduced or disseminated without the authors permission17Determinants of Perceived Service QualityDimensions of Service Quality1. Access2. Communication3. Competence4. Courtesy5. Credibility 22、6. Reliability7. Responsiveness8. Security9. Tangibles10....
It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is ...
This was by re-examining the RSQS (Retail Service Quality Scale) model, originally developed by Dabholkar, Thorpe and Rentz (1996) and to put forward a model, suitable to Sri Lankan perspective. The questionnaire was used as a research instrument and a total of 150 usable responses (n = ...
Relative Importance of Service Dimensions When Respondents Allocate 100 Points [Study 1] Nature of Service Expectations TWO APPROACHES FOR MEASURING MSA AND MSS Two-Column Format Questionnaire Direct measures of MSA and MSS Three-Column Format Questionnaire Difference-score measures of MSA and MSS ...
A tota l of 301 respondents participated in a survey which used a questionnaire based upon the SERVQUAL instrument. All the service quality dimensions measured in the students' survey contain negative mean gap scores, indicating a high level of dissatisfaction with the quality of service received. ...