Dissertations / Theses: 'Service quality'

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Sheppard, Lorraine. "Service quality in professional health services /." Title page, contents and abstract only, 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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Thesis (Ph. D.)--University of Adelaide, Graduate School of Management, 1999.
Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Includes bibliographical references (leaves 241-270).

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2

van, Ree H. J. "Service quality indicators for business support services." Thesis, University College London (University of London), 2010. http://discovery.ucl.ac.uk/19902/.

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Quality is critical to corporate success as it plays a vital role in improving organisational productivity. It can be defined as ‘the totality of inherent characteristics of a product or service that bear on its ability to increase the demand for that product or service at a fixed price’ and can best be measured by capturing customer perceptions of the performance of those characteristics. Customising the SERVPERF methodology to measure service quality in a business-to-business context and subsequently testing it on both customers and suppliers of cleaning, catering and security services, the research led to a number of important and valuable insights concerning the service quality construct in a business-to-business environment. First, service quality in relation to cleaning, catering and security services consists of nine clear dimensions: reliability, clout, reputation, awareness, competitiveness, collaboration, accessibility, competence and assurance. The nine-dimensional construct identified shows high reliability and good validity in statistical terms. Furthermore, eight of the nine service quality dimensions are strongly or moderately yet significantly related to customer perceived service quality and customer satisfaction - clout being the exception. The same eight dimensions are significantly, but moderately related to purchase intention - suggesting that that there might be other constructs important in making a purchase decision (e.g. the costs of service delivery). Third, relating the nine service quality dimensions to the financial performance of supplier organisations, it was identified that six of the nine dimensions have significant relationships with one or more of the ten financial performance measures investigated - reliability, accessibility and competence being the exceptions. Finally, it was identified that customer organisations have significantly lower perceptions of the service quality they receive than do supplier organisations for competitiveness, collaboration, accessibility and competence. Moreover, customer perceived performance is significantly lower than customer perceived importance for eight of the nine service quality dimensions. For customer organisations, the empirical findings can be used to develop a framework of Service Quality Indicators, which can be used for monitoring and benchmarking service quality perception. For supplier organisations, the findings can be used for resource-allocation decisions pertaining to improve service quality, customer satisfaction and ultimately purchase intentions. It should be noted that the research is exploratory in nature and has only begun to address the many issues that are important in the management of business support services, but the questions addressed - what quality dimensions are important for customer satisfaction and what quality dimensions are important for supplier performance - are arguably among the most important in service quality management.

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Bell, Louise. "Developing service quality and auditing in health services." Thesis, University of Kent, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310272.

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4

Ahmed, Zeeshan. "Quality of service in Wimax for multimedia services." Nantes, 2013. http://www.theses.fr/2013NANT2029.

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Le standard IEEE 802. 16 est une importante technologie d’accès haut débit sans fil. Il prend en charge de nombreuses applications avec des besoins de qualité de service (QoS) très différents demandant des mécanismes efficaces et une bonne architecture de QoS. Toutefois, certains détails algorithmiques tels que l’ordonnancement et les mécanismes de contrôle d’admission (CAC) restent libres. Nous proposons un algorithme à deux niveaux (TLSA) pour l’ordonnancement des paquets en voie montante. Au premier niveau, un algorithme d’ordonnancement inter-classe distribue la bande passante entre les différentes classes de trafic en fonction de leurs besoins en QoS et des ressources disponibles. Cet ordonnancement utilise le niveau de priorité des classes de service en évitant la famine des flux de faible priorité. Au second niveau et pour chaque classe de service, des algorithmes spécifiques distribuent la bande passante entre les connexions appartenant à cette classe. Ces algorithmes s’assurent qu’au moins le niveau de service garanti est fourni à chaque connexion et que l’allocation de bande passante est équitable. Nous proposons également un schéma de CAC qui facilite les opérations de notre algorithme d’ordonnancement. Nous avons développé un cadre de transmission vidéo (VTF) basé sur le TLSA permettant de transmettre des flux vidéo H. 264 sur des réseaux 802. 16. L’implémentation des algorithmes a été réalisée sur QualNet et une évaluation de performances a été réalisée. Les résultats de simulation valident l’efficacité et l’équité des algorithmes proposés. Par ailleurs, les résultats révèlent que VTF peut transmettre efficacement les flux vidéo
The IEEE 802. 16 standard is an important broadband wireless access technology. It supports variety of applications with different, often conflicting, QoS needs. Therefore, effective QoS mechanisms are important in 802. 16 networks. The standard incorporates a QoS architecture that specifies various QoS components and their functions. However, it does not specify the algorithmic details of some important components, such as packet schedulers and connection admission control (CAC). In this dissertation, we provide a two-level scheduling algorithm (TLSA) for uplink packet scheduling. At the first level, an inter-class scheduling algorithm distributes bandwidth among various classes of traffic according to their QoS needs and available resources. The inter-class scheduling algorithm enforces service class priority order and prevents starvation of lower priority flows. Then at the second level, various class-specific algorithms distribute bandwidth among connections of the associated class. The class-specific algorithms make sure that at least the guaranteed service level is provided to each connection and the bandwidth allocation is fair. We also propose a CAC scheme and several components that facilitate the operations of the proposed scheduling algorithm. Furthermore, we developed a TLSA based video transmission framework (VTF) that can transmit H. 264 video streams over 802. 16 networks. The proposed algorithms were extensively validated by simulations in Qualnet. The simulation results validate the efficiency and fairness of the proposed algorithms. Furthermore, the results reveal that VTF can efficiently transmit video streams

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Efendic, Elvira, and Sabina Lajiq. "Service Quality : A research on how recruitment companies secure service quality." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19422.

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Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate various quality levels? Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies. Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.

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Laghari, Khalil ur Rehman. "On quality of experience (QoE) for multimedia services in communication ecosystem." Thesis, Evry, Institut national des télécommunications, 2012. http://www.theses.fr/2012TELE0008/document.

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Aujourd'hui, la satisfaction du client et la joie deviennent les principaux différenciateurs pour évaluer l'efficacité des opérateurs télécoms et les fournisseurs de services. Dans ce marché concurrentiel, la mauvaise qualité de l'expérience (QoE) conduit à une réaction en chaîne de la parole négative de la bouche, pousser les clients dans les bras de concurrents en attente. Par conséquent, il est important pour les fournisseurs de services pour assurer la qualité supérieure de l'expérience afin d'éviter la déloyauté clientèle et la réputation négative. QoE est une émergence rapide multi-disciplinaire discipline axée sur la compréhension globale des exigences de qualité de l'homme sous différents angles tels que la technologie, des affaires et contexte d'utilisation. Le premier défi et avant tout est de comprendre comment différentes caractéristiques qui influencent liés à l'activité, la technologie, et le comportement influence du contexte humain. Dans cette thèse, les premiers travaux répond à ce défi de comprendre l'influence des domaines disparates sur QoE. Un modèle d'interaction QoE consolidée est proposé qui relie les domaines disparates (humains, des affaires, la technologie, et le contexte) pour comprendre la qualité globale de l'homme de l'expérience requise. Puis la taxonomie est présenté pour le modèle d'interaction QoE. Deuxième contribution dans cette thèse est basé sur le premier et son principal objectif est de capturer et analyser des données QoE à travers des études de l'utilisateur. Sur la base de données de l'utilisateur, l'influence des paramètres technologiques, contextuelles et d'affaires de plus de QoE sont évalués. Différents services multimédias ont été sélectionnés pour l'étude d'utilisateur tels que le service de streaming vidéo, la téléphonie (VoIP et PSTN), et service de téléconférence audio 3D. Selon le service multimédia, différents aspects ont été considérés lors de chaque étude sur les utilisateurs telles que les types de paramètres de service (QoS multimédia, le contenu, le contexte), les types de mesures (QoE subjective, objectif cognitif ou les deux), les caractéristiques de l'homme (âge, sexe, etc) , et les rôles de l'homme (l'utilisateur ou le client). Ces résultats aident à comprendre le lien entre QoE et d'autres domaines d'influence. La troisième contribution est basée sur les travaux en cours d'élaboration QoE des outils basés sur des services de streaming vidéo. Deux outils basés sur QoE pour l'évaluation des services multimédias ont été présentés dans cette thèse, leurs principales fonctions consistent à saisir, analyser et rapporter métriques QoE en temps réel. Ces outils sont utiles pour QoE mesure en temps réel de paramètres QoE
Today, the fulfillment of customer demands and user experience requirements are becoming the main differentiators for gauging the effectiveness of telecom operators and service providers. In this competitive market, the poor Quality of Experience (QoE) leads to a chain reaction of negative word of mouth, pushing customers into the arms of waiting competitors. Therefore it is important for service providers to ensure superior quality of experience in order to avoid customer disloyalty and negative reputation. QoE is a fast emerging multi-disciplinary field focused on understanding overall human quality requirements from different angles such as technology, business and context of use. The first and foremost challenge is to understand how different influencing characteristics related to business, technology, and context influence human behavior. In this thesis, initial work addresses this challenge of understanding the influence of disparate domains over QoE. A consolidated QoE interaction model is proposed which links disparate domains (human, business, technology, and context) to understand overall human quality of experience requirements. Then taxonomy is presented for QoE interaction model. Second contribution in this thesis is based on the first and its main objective is to capture and analyze QoE data through user studies. Based on user data, the influence of technological, contextual and business parameters over QoE are evaluated. Different multimedia services were selected for user study such as video streaming service, telephony (VoIP and PSTN), and 3D audio teleconferencing service. Depending upon multimedia service, different aspects were considered during each user study such as types of multimedia service parameters (QoS, content, context), the types of QoE metrics (subjective, objective cognitive or both), human characteristics (age, gender etc), and human roles (user, or customer). These findings help in understanding the link between QoE and other influencing domains. The third contribution is based upon ongoing work of developing QoE based tools for video streaming services. Two QoE based tools for the assessment of multimedia services have been presented in this thesis, their main functions are to capture, analyze and report QoE metrics in real time. These QoE tools are useful for real time measurement of QoE metrics

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7

FREITAS, MIGUEL DE ANDRADE. "QUALITY OF SERVICE ON INTERNET SERVICE PROVIDERS." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5031@1.

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O desenvolvimento de arquiteturas de Qualidade de Serviço (QoS) para a Internet é um problema que tem recebido bastante atenção ultimamente. Diversos motivos têm impedido a implementação destas arquiteturas em larga escala como, por exemplo, a dificuldade de estabelecimento de contratos e políticas de QoS entre usuários, provedores e operadoras e a ausência de mecanismos na rede para solicitar serviços com garantia de qualidade. Apesar de não terem acesso a um serviço que garanta certos níveis de desempenho para cada tipo de aplicação, os usuários de Internet têm se mostrado cada vez mais exigentes na qualidade do acesso à rede. Isto se confirma com a migração crescente de muitos destes usuários para o acesso à Internet em banda larga. Os provedores de acesso à Internet, principalmente os de banda larga, devem adotar políticas de gerenciamento de seus recursos para atender às expectativas de qualidade dos usuários e se manter competitivos no mercado. Neste trabalho, foram identificados problemas nos processos adotados em um provedor de acesso em banda larga sem fio, a MLS Wireless. No sistema antigo, ocorriam situações que causavam a indisponibilidade de serviços por causa da limitação de conexões simultâneas na rede ou ainda uma degradação na banda e aumento na latência do acesso devido a falta de justiça no compartilhamento de recursos. O trabalho sugere soluções para as deficiências encontradas, implementando-as e analisando a eficácia das mesmas. Para resolver o problema de indisponibilidade, sugere-se o estabelecimento de limites por usuário, para que a capacidade total do sistema não seja esgotada. Para resolver o problema de injustiça e dar maior eqüidade na distribuição de recursos entre os usuários, é implementado um novo mecanismo de compartilhamento baseado em uma disciplina de fila SFQ (Stochastic Fairness Queueing). Os resultados mostraram que as modificações propostas foram efetivas. O tempo de acesso à serviços de WWW e e-mail durante períodos de congestionamento foi drasticamente reduzido, em alguns casos, de cerca de 1 minuto para menos de 10 segundos.
The development of Quality of Service (QoS) architectures for the Internet is a problem that has received significative attention recently. The large scale deployment of such architectures has being blocked by several reasons, such as, the dificulty in establishing Service Level Agreements (SLA) of QoS policies between users, Internet Service Providers (ISP) and operators, and the lack of mechanisms on the network to request services with quality guarantees. Despite of not having access to a service that can guarantee certain levels of performance per aplication, the Internet users are getting more and more concerned about the network quality. That can be confirmed by the number of users that are migrating to the broadband Internet access. The ISP´s, specially the broadband ones, must take measurements to manage their resources to satisfy the users´ expectations of quality and stay competitive on the market. In this work, problems have being identified at the processes used by a broadband ISP, the MLS Wireless. With the old system, certain situations could cause the denial of service due the number of simultaneos connections or degradation and increased latency due the lack of fairness to share the network resources. This work suggests some solutions for these deficiencies, implementing and analyzing their effectiveness. To fix the denial of service, we suggest the limitation of resources per user, so that the total capacity won´t be depleted. To have the resources more fairly distributed among the users, a new mechanism of sharing is implemented, based on a discipline named SFQ (Stochastic Fairness Queueing). The results show that those modifications have being effective. The time to access services like WWW and e-mail during congestion periods was drasticaly reduced, in some cases, from about 1 minute to less than 10 seconds.

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Taneja, Mukesh. "A service curve approach for quality of service management in integrated services networks /." Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 1998. http://wwwlib.umi.com/cr/ucsd/fullcit?p9914079.

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9

Field, Daniel James. "Profit through product quality and quality service." Master's thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-02162010-020036/.

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Kwok, Ka-yan, and 郭嘉欣. "Quality of service of tram services in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2011. http://hub.hku.hk/bib/B48187744.

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In 2010, HKT applied for the increase in tram fare which is the first time of application in the last 13 years. The main supporting for their application is the urgent need to improve the efficiency, safety and quality of services in order to provide the sustainable tram operations and ensure there is sufficient capital support for the over $200 million improvement projects while the foreseeable business deficits in 2011 In view of the reason for applying the increase in fare, the tram service quality will be measured according to the fixed route transit service measures from the Transit Capacity and Quality of Service Manual. Both of the availability and quality factors will be measured by the observation and passengers’ survey respectively. Furthermore, the 2009 survey result will also be used under the comparative approach to find out the changes in passengers’ perception and expectation to the tram service and their response to the increase in tram fare. By figuring out the actual quality of tram service, the necessity and the effectiveness of the tram service improvement programmes would be identified. Moreover, in order to access and monitor the tram service quality, it is used to analyze the applicability of the QoS measurement in Hong Kong tram service and important to develop the new quality of service measure for the Hong Kong tram according to the specialized factors for tram service that is important for the government, HKT and the tram passengers in order to access and monitoring the quality of tram service provided.
published_or_final_version
Transport Policy and Planning
Master
Master of Arts in Transport Policy and Planning

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Fakhoury, Walid Khaled Hassan. "A comparison of service and non-service determinants of carers' satisfaction with palliative care services." Thesis, University College London (University of London), 1994. http://discovery.ucl.ac.uk/1317786/.

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The association between carers' satisfaction with services delivered by district nurses (DNs), general practitioners (GPs), hospital doctors (HDs), and the health and social services in general (HSS), and various service and non-service variables was examined to assess whether satisfaction is more a reflection of the service characteristics, the non-service related factors, or attributable equally to both. Analysis was undertaken on a sub-sample of the 'Regional Study of Care for the Dying', a retrospective survey assessing the perceptions of 3696 carers of services delivered to deceased in their last year of life. The sub-sample consisted of 1858 carers of deceased who were relatives or close friends/neighbours, whose deceased died from cancer, and whose death was not sudden. Satisfaction variables were derived from questions recorded in the survey. In bivariate and multivariate analysis, larger odds ratio were found in association with service than non-service variables. For example, high satisfaction with DNs was strongly associated with visiting the patient very frequently (OR= 10.8, 95% CI= 4.5-25.9); and the GP visiting 20 times or more (OR= 5.5, 95% CI= 3.6-8.5), and informing the carer of the diagnosis (0R= 3.3, 95% CI= 2.3-4.7) were associated with high satisfaction with GPs. Examples of non-service factor associations included, for example, good postbereavement psychological state positively associated with high satisfaction with DNs (OR 2.3, 95% CI= 1.6-3.4) and GPs (OR= 2.0, 95% CI= 1.4-2.8); while perceiving caring as rewarding as opposed to a burden was positively associated with high satisfaction with DNs (OR= 3.7, 95% CI= 1.8-7.5) and negatively associated with high satisfaction with hospital doctors (OR= 0.46, 95% CI= 0.24- 0.86). The fmdings reflect, in part, the literature on satisfaction in other areas of health care, but there are some differences, for example sociodemographic variables such as age, sex, religious denomination, and housing tenure were found to have no role in predicting satisfaction with DNs, GPs, and HDs. In post-bereavement surveys evaluating palliative care, carers' satisfaction reflects service characteristics but it is also partly determined by important patient and carer characteristics.

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Taylor, Teresa Brooks. "Service-Learning as a Quality Initiative for K-12." Digital Commons @ East Tennessee State University, 2006. https://dc.etsu.edu/etsu-works/3643.

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Chiang, Kung-wai George. "A study of service quality in concurrent quality property management services in Hong Kong /." View the Table of Contents & Abstract, 2005. http://sunzi.lib.hku.hk/hkuto/record/B35808627.

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Chiang, Kung-wai George, and 蔣公緯. "A study of service quality in concurrent quality property management services in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2005. http://hub.hku.hk/bib/B35808627.

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Al-Ali, Rashid J. "Quality of service management in service-oriented grids." Thesis, Cardiff University, 2005. http://orca.cf.ac.uk/55995/.

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Grid computing provides a robust paradigm for aggregating disparate resources in a secure and controlled environment. The emerging grid infrastructure gives rise to a class of scientific applications and services in support of collaborative and distributed resource-sharing requirements, as part of teleimmersion, visualization and simulation services. Because such applications operate in a collaborative mode, data must be stored, processed and delivered in a timely manner. Such classes of applications have collaborative and distributed resource-sharing requirements, and have stringent real-time constraints and quality-of-service (QoS) requirements. A QoS management approach is therefore essential to orchestrate and guarantee the interaction among such applications in a distributed computing environment. Grid architectures require an underpinning of QoS support to manage complex computation-intensive and data-intensive applications, as current grid middleware solutions lack QoS provision. QoS guarantees in the grid context have, however, not been given the importance they merit. To enhance its functionality, a computational grid must be overlaid with an advanced QoS architecture to best execute those applications with real-time constraints. This thesis reports on the design and implementation of a software framework, called Grid QoS Management (G-QoSm). G-QoSm incorporates a new QoS management model and provides a service-oriented QoS management approach that supports the Open Grid Service Architecture. Its novel features include grid-service discovery based on QoS attributes, immediate and advance resource reservation, service execution with QoS constraints, and techniques for QoS adaptation to compensate for resource degradation, and to optimise resource allocation while maintaining a service level agreement. The benefits of G-QoSm are demonstrated by prototype test-beds that integrate scientific grid applications and simulate grid data-transfer applications. Results show that the grid application and the data-transfer simulation have better performance when used with the proposed QoS approach. QoS abstractions are presented for building QoS-aware applications, in the context of service-oriented grids. These abstractions are application programming interfaces to facilitate application developers utilising the proposed QoS management solution.

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Hollis, Charles. "Service quality evaluation in internal healthcare service chains." Thesis, Queensland University of Technology, 2006. https://eprints.qut.edu.au/16267/1/Charles_Hollis_Thesis.pdf.

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Measurement of quality is an important area within the services sector. To date, most attempts at measurement have focussed on how external clients perceive the quality of services provided by organisations. Although recognising that relationships between providers within a service environment are important, little research has been conducted into the identification and measurement of internal service quality. This research focuses on the measurement of internal service quality dimensions in the complex service environment of an internal healthcare service chain. The concept of quality in healthcare continues to develop as various provider, patient and client, governmental, and insurance groups maintain an interest in how to 'improve' the quality of healthcare service management and delivery. This research is based in healthcare as a major area within the service sector. The service environment in a large hospital is complex, with multiple interactions occurring internally; health is a significant field of study from both technical and organisational perspectives providing specific prior research that may be used as a basis for, and extension into service quality; and the implications of not getting service delivery right in healthcare in terms of costs to patients, families, community, and the government are significant. There has been considerable debate into the nature, dimensionality, and measurement of service quality. The five dimensions of SERVQUAL (tangibles, assurance, reliability, responsiveness, and empathy) have become a standard for evaluations of service quality in external service encounters, although these have been challenged in the literature. As interest in internal service quality has grown, a number of researchers have suggested that external service quality dimensions apply to internal service quality value chains irrespective of industry. However, this transferability has not been proven empirically. This research examines the nature of service quality dimensions in an internal healthcare service network, how these dimensions differ from those used in external service quality evaluations, and how different groups within the internal service network evaluate service quality, using both qualitative and quantitative research. Two studies were undertaken. In the first of these, interviews with staff from four groups within an internal service chain were conducted. Using dimensions established through qualitative analysis of this data, Study Two then tested these dimensions through data collected in a survey of staff in a major hospital. This research confirms the hierarchical, multidirectional, and multidimensional nature of internal service quality. The direct transferability of external quality dimensions to internal service quality evaluations is only partially supported. Although dimension labels are similar to those used in external studies of service quality, the cross-dimensional nature of a number of these attributes and their interrelationships needs to be considered before adopting external dimensions to measure internal service quality. Unlike in previous studies, equity has also been identified as an important factor in internal service quality evaluations. Differences in service expectations between groups in the internal service chain, and differentiation of perceptions of dimensions used to evaluate others from those perceived used in evaluations by others were found. This has implications on formulation of future internal service quality instruments. For example, the expectations model of service quality is currently the dominant approach to conceptualising and developing service quality instruments. This study identifies a number of problems in developing instruments that consider differences in expectations between internal groups. Difficulty in evaluating the technical quality of services provided in internal service chains is also confirmed. The triadic nature of internal service quality evaluations in internal healthcare service chains and the problems associated with transferring the traditional dyadic measures of service quality are identified. The relationships amongst internal service workers and patients form these triads, with patient outcomes a significant factor in determining overall internal service quality, independent of technical quality. This thesis assists in supporting the development of measurement tools more suited to internal service chains, and will provide a stronger and clearer focus on overall determinants of internal service quality, with resultant managerial implications for managerial effectiveness.

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Hollis, Charles. "Service quality evaluation in internal healthcare service chains." Queensland University of Technology, 2006. http://eprints.qut.edu.au/16267/.

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Measurement of quality is an important area within the services sector. To date, most attempts at measurement have focussed on how external clients perceive the quality of services provided by organisations. Although recognising that relationships between providers within a service environment are important, little research has been conducted into the identification and measurement of internal service quality. This research focuses on the measurement of internal service quality dimensions in the complex service environment of an internal healthcare service chain. The concept of quality in healthcare continues to develop as various provider, patient and client, governmental, and insurance groups maintain an interest in how to 'improve' the quality of healthcare service management and delivery. This research is based in healthcare as a major area within the service sector. The service environment in a large hospital is complex, with multiple interactions occurring internally; health is a significant field of study from both technical and organisational perspectives providing specific prior research that may be used as a basis for, and extension into service quality; and the implications of not getting service delivery right in healthcare in terms of costs to patients, families, community, and the government are significant. There has been considerable debate into the nature, dimensionality, and measurement of service quality. The five dimensions of SERVQUAL (tangibles, assurance, reliability, responsiveness, and empathy) have become a standard for evaluations of service quality in external service encounters, although these have been challenged in the literature. As interest in internal service quality has grown, a number of researchers have suggested that external service quality dimensions apply to internal service quality value chains irrespective of industry. However, this transferability has not been proven empirically. This research examines the nature of service quality dimensions in an internal healthcare service network, how these dimensions differ from those used in external service quality evaluations, and how different groups within the internal service network evaluate service quality, using both qualitative and quantitative research. Two studies were undertaken. In the first of these, interviews with staff from four groups within an internal service chain were conducted. Using dimensions established through qualitative analysis of this data, Study Two then tested these dimensions through data collected in a survey of staff in a major hospital. This research confirms the hierarchical, multidirectional, and multidimensional nature of internal service quality. The direct transferability of external quality dimensions to internal service quality evaluations is only partially supported. Although dimension labels are similar to those used in external studies of service quality, the cross-dimensional nature of a number of these attributes and their interrelationships needs to be considered before adopting external dimensions to measure internal service quality. Unlike in previous studies, equity has also been identified as an important factor in internal service quality evaluations. Differences in service expectations between groups in the internal service chain, and differentiation of perceptions of dimensions used to evaluate others from those perceived used in evaluations by others were found. This has implications on formulation of future internal service quality instruments. For example, the expectations model of service quality is currently the dominant approach to conceptualising and developing service quality instruments. This study identifies a number of problems in developing instruments that consider differences in expectations between internal groups. Difficulty in evaluating the technical quality of services provided in internal service chains is also confirmed. The triadic nature of internal service quality evaluations in internal healthcare service chains and the problems associated with transferring the traditional dyadic measures of service quality are identified. The relationships amongst internal service workers and patients form these triads, with patient outcomes a significant factor in determining overall internal service quality, independent of technical quality. This thesis assists in supporting the development of measurement tools more suited to internal service chains, and will provide a stronger and clearer focus on overall determinants of internal service quality, with resultant managerial implications for managerial effectiveness.

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Zhang, Dos Santos Jia Jun (Jessica). "A comparative analysis of service quality dimensions in six service industries." Thesis, University of Bedfordshire, 2000. http://hdl.handle.net/10547/339050.

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This research investigates the impact of service characteristics on the importance of service quality dimensions across a wide range of service industries. In this research, six service industries are selected to represent the characteristics peculiar to services. The different importance weightings of service quality dimensions in these service industries are identified and a 16-dimension service quality approach is developed for the empirical analysis. This research identifies that importance is the most powerful and appropriate measurement to assess service quality in an industry level. Two phases of empirical research were conducted using a mixed methodology approach. Phase one -the quantitative study -uses 600 telephone interviews to investigate service quality importance from the customers' perspective. Phase two - the qualitative study - uses 12 in-depth personal interviews with managers from these industries to assess service providers' perceptions. Comparisons are made on service quality issues among the six service industries, among all service quality dimensions, between customers and service providers, and among consumers with different experience level with the service. From the quantitative phase, this research develops a service quality importance model to aid managers and academics in understanding customers' perceptions of service quality. The model is then verified in the qualitative phase. Findings indicate that both customers and service providers perceived each service industry has different weightings relating to service characteristics and service quality dimensions. However, perceptual differences between service providers and consumers were found in all service industries. In addition, the findings suggest that consumers' experience levels have no impact on consumers' service quality importance perception in some services industries, e.g. university and restaurant, and only have impact on a limited number of dimensions in other service industries. The concepts of core dimensions and peripheral dimensions are derived from the interviews with service providers in the qualitative phase. The peripheral dimensions are of particular importance for building competitive advantages.

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Farmahini, Farahani Aliakbar, and Emil Törmä. "Assessment of customers' service quality expectations : Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context." Thesis, Umeå University, Umeå School of Business, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-35043.

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The ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. This thesis tested the model in a Swedish context with an empirical study among passengers at two Swedish airports; Arlanda and Umeå. With the help of literature, the empirical study, and reasoning, the original model has been modified by the authors of this thesis. There are minor modifications but the three main factors remain as they were in the original model, namely function, interaction, and diversion.

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Chan, Yan-sum Danny. "Quality service in Hongkong post /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19876713.

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Jäger, Michael C. "Optimising quality of service for the composition of electronic services." [S.l.] : [s.n.], 2006. http://opus.kobv.de/tuberlin/volltexte/2007/1472.

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Flo, Arnfinn. "User-Perceived Quality of Service in Video on Demand Services." Thesis, Norwegian University of Science and Technology, Department of Telematics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-9494.

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Video on Demand (VoD) is an Internet service with a growing appeal to the mass market, and is of increasing importance to Internet service providers' revenue. This master's thesis presents a subjective assessment on the user-perceived quality of service of an imaginary VoD service. By implementing the SAMVIQ methodology of subjective video quality assessment, the state of the art video codec H.264/MPEG-4's resilience to packet loss is examined. Through the recreation of several residential usage scenarios, different amounts of packet loss is added to H.264/MPEG-4 content encoded at diversified bitrates. The results suggest that random packet loss rates above 0,1% deteriorates the perceived quality to such an extent that it is not acceptable to the end-user. High-bitrate encoded content is relatively more affected than low-bitrate content, and bursty packet loss is preferred to loss categorized as non-bursty.

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Lawley, Richard A. "Chained negotiation for quality of service in distributed notification services." Thesis, University of Southampton, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.423032.

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Oyler, Melvin Robert. "Dynamic distribution services and demand contingent quality of service policies /." Thesis, Connect to this title online; UW restricted, 1997. http://hdl.handle.net/1773/8769.

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Southard, Robyn Nicole. "Employee engagement and service quality." Pullman, Wash. : Washington State University, 2010. http://www.dissertations.wsu.edu/Thesis/Spring2010/R_Southard_042010.pdf.

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Thesis (Master of Public Affairs)--Washington State University, May 2010.
Title from PDF title page (viewed on July 13, 2010). "Department of Political Science." Includes bibliographical references (p. 28-31).

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Campbell, Andrew T. "A quality of service architecture." Thesis, Lancaster University, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.337575.

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Ingram, D. "Integrated quality of service management." Thesis, University of Cambridge, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.604934.

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Much work has been done on real time scheduling algorithms, but prototypes have made assumptions preventing their adoption in production desktop systems. In particular, they are generally incompatible with common monolithic kernel design and ubiquitous client-server architectures. Acceptance has also been poor because little attention is given to automatically managing quality of service parameters. This dissertation explores the use of soft real time scheduling on a conventionally structured platform. The approach taken is to extend an existing system, thus preserving a large, realistic application software base. The modified system is called Linux-SRT. Results show that soft real time scheduling is effective even on desktop systems which lack fine-grained preemptivity and response times. A basic design premise is that scheduling is separated from functionality, and this allows quality of service to be associated with any unmodified Linux application. End to end quality of service is viewed as a middleware service. Servers and IPC: Our solution makes important servers aware of their clients' Quality of Service, without needing to restructure them. Real time multi-threaded servers are supported with reserves allocated to sets of threads. Single-threaded servers such as the X window system are also addressed with a retrospective accounting mechanism. An asynchronous kernel events system ties the components together and allows servers to synchronise with other activities. Sockets between resource controlled processes provide integral peer authentication for admission control and priority inheritance. Quality of Service Management: Quality of service parameters are applied automatically to real time applications. The user may override this, but care has been taken to streamline the interface. Control and status indicators are tightly integrated with window management functions, hence avoiding cumbersome control programs.

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Chan, Yan-sum Danny, and 陳仁深. "Quality service in Hongkong post." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268602.

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Robertson, Katina. "Ensuring Quality Consumer Service Encounters." Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10827921.

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Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert’s behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas’ modified van Kaam method was used to guide the data analysis process. Making the customer service experience special, employee rudeness and bad attitudes, and leading by example were the primary emergent themes. The participants revealed key behavior intervention and corrective strategies prior to termination consisted of only 2 steps: coaching or 1-on-1 discussions and formal training. The findings of this study may contribute to retail business practices by expanding existing leadership strategies to engineer employee behaviors that produce consistent quality service encounters, empower employees, improve consumer satisfaction, and increase retail profitability and competitiveness. Resultant retailers’ profitability and consumer satisfaction may contribute to social change by directly impacting the U.S. gross domestic product, local communal tax base, and reinforce human civility throughout the retail industry.

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Schnabel, Elaine Barbetta. "Quality in service and industry." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1994. http://www.kutztown.edu/library/services/remote_access.asp.

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Robertson, KATINA. "Ensuring Quality Consumer Service Encounters." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5411.

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Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert's behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas' modified van Kaam method was used to guide the data analysis process. Making the customer service experience special, employee rudeness and bad attitudes, and leading by example were the primary emergent themes. The participants revealed key behavior intervention and corrective strategies prior to termination consisted of only 2 steps: coaching or 1-on-1 discussions and formal training. The findings of this study may contribute to retail business practices by expanding existing leadership strategies to engineer employee behaviors that produce consistent quality service encounters, empower employees, improve consumer satisfaction, and increase retail profitability and competitiveness. Resultant retailers' profitability and consumer satisfaction may contribute to social change by directly impacting the U.S. gross domestic product, local communal tax base, and reinforce human civility throughout the retail industry.

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Lekhelebana, Vuyokazi Anneline. "Improving service quality at automotive dealerships." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1017204.

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The highly competitive landscape of the automotive industry places increasing pressure on automotive dealerships to continually improve the quality of services rendered to customers. Understanding customer expectations and customer perceptions is key to making improvements in areas that matter most to the customer. It is against this background that this study was conducted. The aim of this research was to measure service quality at automotive dealerships. The literature review focused on the gaps model which resulted in the SERVQUAL measuring tool. The SERVQUAL instrument is supported by literature as the optimal instrument for measuring service quality. The 22-item questionnaire was adapted and used to solicit feedback from customers on their expectations and perceptions of the service rendered by dealerships across the five SERVQUAL dimensions; namely, tangibles, reliability, responsiveness, empathy and assurance. Gaps between customer expectations and perceptions were calculated as an indication of areas where customer expectations were met, unmet or exceeded. In order to identify priorities for improvement, each of the SERVQUAL dimensions was ranked in order of importance by the customer. Convenience sampling was used as a sampling technique. A total of 142 Volkswagen owners who had their vehicles serviced or repaired at a franchised dealership were surveyed. The reliability of the SERVQUAL questionnaire was tested by calculating the Cronbach’s Alpha coefficient for each of the five dimensions. The calculation yielded an average coefficient of 0.83, indicating a high reliability of the measuring instrument and the data collected. The overall gap score of -0.7 indicates that customer expectations exceeded customer perceptions. The lowest customer perceptions and the largest gaps were reported in the reliability and responsiveness dimensions. These two dimensions were also rated as the most important dimensions customers use for evaluating service quality. This formed the basis for recommending that dealership employees and management focus most of their efforts on improving the reliability and responsiveness dimensions.

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Pitt, Marelise. "SERVQUAL in an internal nonprofit market : psychometric issues." Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/2095.

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Thesis (MTech (Marketing))--Cape Technikon, 1999.
Quality of service, as perceived by the customer, has been shown by research to be a critical factor contributing to organizational performance in recent years. Therefore, the management of service quality is a key variable, and for service quality to be managed, it has to be measured. There have been significant advances in the measurement of service quality in the past fifteen years, resulting in a stream of research, mostly concentrating on the external customers of profit-seeking firms. A key factor driving this research was the development of an apparently reliable, valid instrument for the measurement of service quality. This instrument called SERVQUAL, was developed by US researchers A. "Parsu" Parasuraman, Valarie Zeithaml and Len Berry. It has spawned an enormous debate in the marketing literature, leading to the further exploration and refinement of the dimensions of the service quality construct. While the use of SERVQUAL has been extensively investigated in external markets, and in for-profit firms, less attention has been given to its use, and more importantly, its reliability and validity in internal markets, and in not-for-profit organizations. These settings are becoming increasingly important from a services marketing perspective. Internal markets (where fellow employees are also customers) are being subjected to market testing, and many services previously provided within the organization are being outsourced. In order to survive, many functions such as information systems, training, catering and cleaning are being forced to market their services internally, and this includes assessing service quality, and improving it. Likewise, private and public nonprofit organizations are coming under increasing scrutiny, as donors and taxpayers alike become evermore concerned about the value gained from the expenditures made by these organizations with their funds. In this study, the SERVQUAL instrument was used to measure service quality as perceived by the internal customers of a large IT department within an extensive government organization. The main objectives of the study were to assess the psychometric properties of the SERVQUAL instrument in this setting. It was found that SERVQUAL generally performs well under these circumstances, with regard to reliability, construct, convergent and nomological validity. However, the instrument appears to be problematical in terms of discriminant validity. This is probably less attributable to the measurement situation as to the instrument itself, for the finding mirrors evidence from the literature. The study also identifies implications for management, and opportunities for future research.

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Sultana, Sarmin, and Shohel Rana. "Service Quality : (Service Gap Analysis) A case study - "Komvux"." Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073.

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The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction.

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Li, Yi-Min. "A service quality performance evaluation model for hotel service." Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.

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Ardon, Sébastien. "Intégration de l'utilisateur dans la gestion de la qualité de service pour des environnements hétérogènes." Paris 6, 2002. http://www.theses.fr/2002PA066013.

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Carlsson, Therese, and Hussain Kabir Md. "Service Quality : Expectations, perceptions and satisfaction about Service Quality at Destination Gotland - A case study." Thesis, Gotland University, School of the Humanities and Social Science, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-643.

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This thesis is discussing and analysing expectations and perceptions about service quality in Destination Gotland. The aim is to analyze and research about the role of service quality for creating customer satisfaction and we want to find out the gap between expectations and perceptions through the customers point of view. The difference between expectations and perceptions can be described as satisfaction or lack of satisfaction. The specific questions that are researched in this thesis are:

What expectations does customer have on Destination Gotland’s service quality to become satisfied?
What perceptions does customer have about the service quality at Destination Gotland?
What are the differences between expectations and perceptions (gap 5 in the SERVQUAL-model)?

The survey is constructed as a case-study and is based on the quantitative method. The results from the different dimensions show that there is a gap between expectations and perceptions which means that the customers are not fully satisfied about the service quality at Destination Gotland. On the other hand, the main respondents said yes on the question if they think the service meet their expectations. From the overall result in the statements we can see that there are several gaps between expectations and perceptions which means that the service quality do not fully meet the expectations. The result shows a total gap at -0,39.

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Lindberg, Markus, and Emma Löfgren. "Service Quality and Customer Preferences : A study of interactional service quality in the airline industry." Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-26029.

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In recent years, large efforts have been put on enhancing effectiveness in organizations. No resources are dispensable, and a dollar saved is a dollar earned. This is probably something that is rather easy to compute and control within the production sector. However, the service sector is another thing, how do we squeeze everything out of the resources in service organizations? This question caught our interest, and made us want to investigate the subject in the context of the airline business, and especially in its interaction with passengers.

We have asked 100 respondents of their opinions of interaction with the airline when traveling by air – from the booking step to disembarking of the aircraft. The respondents were asked about what different attributes they thought were important in every step, and in relation how their real experience really was. By comparing these two factors, we can present the differences between desired and perceived levels of service quality, regarding the interaction with airlines.

Six hypotheses were stated prior to our work. The results were rather expected, with a few exceptions. Our regression analysis told us that we could statistically verify almost everything we had assumed, but falsify parts of some hypotheses. For instance, friendliness in interaction is extremely appreciated throughout the entire process. How is that observed in reality and to who is that necessary? Read the study to find out.

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Tanzer, Steve, and n/a. "Quality service : what is it?, can it improve the delivery of government services?" University of Canberra. Administrative Studies, 1995. http://erl.canberra.edu.au./public/adt-AUC20061109.121531.

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Chi, Yuan, and Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company." Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.

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Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected through interviews and questionnaires. The secondary data has been collected through literature review. Case study approach is used to identify the current relationship between service quality and consumer satisfaction. Result and Conclusions: We used five service quality dimensions to measure service quality and customer satisfaction. After survey is conducted, it has been clear that there are two dimensions (Empathy and Responsiveness) made a significant service gap between our target company and the key customer groups. The gap is the Differentiated service and the Service promptness. We also give our suggestions to make up the gap. Providing differentiated services. Scheduling to the workload rather than to workers’ traditional schedules Empowering as many staffs as possible to deal with the problems and providing initial training on how to solve most common problems Customer segmentation, providing the characteristic services to customers. Providing characteristic services to customers Contributions of the thesis / Value: We believe that this thesis will help Xingya Technical Communication Company (XTCC) to become more aware of service quality and constantly updated the service to overcome the customer complaints. And after the study, we find that the service quality dimensions (Empathy and Responsiveness) are the controversial issues. We think this study can provide some useful information for this research area. Implications: This survey contributes to the topic both at practical and theoretical levels. We also put forward our suggestions for the target service provider in order to help them improve service quality in the future.

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Al-Rachkidi, Nour Hanna. "Le rôle potentiel des aéroports dans la promotion des pays comme destination touristique : Le cas de l’aéroport international de Beyrouth." Thesis, Rennes 1, 2016. http://www.theses.fr/2016REN1G014/document.

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Nous tentons dans ce travail d’étudier le rôle de l'Aéroport International de Beyrouth (BIA) dans la promotion du Liban comme destination touristique. De même, nous cherchons à identifier les facteurs qui affectent la satisfaction des touristes à l'aéroport autant pendant leur arrivée que pendant leur départ. En outre, nous accordons une importance particulière à l'étude et l'identification de la relation entre le rôle de l'aéroport d’une part et l'image de la destination d’une autre part. Nous identifions ainsi les facteurs qui peuvent influencer la décision du touriste, de visiter une telle destination ou de s’y retourner
This research investigates the role of Beirut International Airport (BIA) in marketing Lebanon as touristic destination and to identify the factors that have influence on tourists’ satisfaction at airport during arrival and departure stages. Furthermore, special emphasis is placed on investigating and identifying the existing relationship between the airport role and the destination image and reputation by pinpointing the factors that might affect tourist decision to visit or re-visit the destination

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Sheppard, Lorraine 1962. "Service quality in professional health services." 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Bibliography: leaves 241-270.

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Shu-Yi, Huang, and 黃淑宜. "The Impact of Service Convenience on Service Quality in Cash Card Services." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/04492000746819610435.

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碩士
大葉大學
工業關係學系碩士班
92
Based on the service convenience concept (Berry et al., 2002) and overall affect model (Dabholkar, 1996), the study is to explore the influences of cash card consumer’s service convenience perception on the evaluation of service quality when technologies infuse service encounters. The results are as follows： 1.When attitude toward using technological products is positive, consumers will have positive perception on postbenefit convenience. 2.When the need for interaction with the service employee is important, consumers will have positive perceptions on easy to access, transaction and postbenefit convenience. 3.When the perceptions of transaction and postbenefit convenience are high, consumers will have positive perception on service quality. 4.When attitude toward using technological products is positive, consumers will have positive perception on service quality. 5.When the need for interaction with the service employee is important, consumers will have positive perception on service quality. Key Words：cash card, service convenience, self-service technology, service quality

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Sheppard, Lorraine 1962. "Service quality in professional health services / Lorraine Sheppard." Thesis, 1998. http://hdl.handle.net/2440/19318.

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Includes one computer disk in Work 6 format.
System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor.
Bibliography: leaves 241-270.
xiii, 270, [47] leaves ; 30 cm. + 1 computer disk (3 1/2 in.)
Thesis (Ph.D.)--University of Adelaide, Graduate School of Management, 1999

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Ling, Chi-Yao, and 凌啟堯. "Applying Service Quality Gap Theory to Investigate ERP Maintenance Service Quality." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/32434988242967158365.

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碩士
國立交通大學
管理學院資訊管理學程
103
Currently in Taiwan, ERP system is one of indispensable systems in industry. The stability of ERP system is closely related to every respect of operations in corporates.But after implementing of ERP and entering the phase of maintenance, corporate executives usually believe no significant effectiveness from spending on signing maintenance contract. Corporate information technology related personnels like MIS department manager or system analysts would expect the original system manufacture to provide the maintenance service to lower the risk of any system downtime.However, the supplier of ERP is relying on the income of maintenance service to order to invest in the service of software maintenance and the new version development. These contradictions exist regularly in Taiwan’s industry. Service quality is a significant key performance indicator for service industry and how to elevate the service quality is a big challenge. This research applies quality gap model and SERVQUAL measuring scales which are developed from American scholars, 'Parsu' Parasuraman, Valarie Zeithaml and Len Berry (PZB), in 1988. With the investigation on the gap between the expectation and perception of corporate information technology personnel on maintenance service level from ERP supplier for maintenance service quality, this research at same time further examines the corporate’s characteristics between the gaps of expected service level, perceived service level ad the perceived service quality. We find that some of enterprise characteristics have significant difference among expected service level, perceived service level ad the perceived service quality. The expectation of this research result is to provide ERP supplier reference on elevating service quality and price strategy and also provide corporate reference on purchasing decision on maintenance service contract to reach the win-win situation for corporate executives, corporate information technology personnels and the ERP suppliers.

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AGNIDHARMA, MAHENDRA, and 黃勇強. "Service Quality in Conversational System: Developing Indicators for Service Quality Measurement." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/13485747259109246201.

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碩士
國立高雄應用科技大學
資訊管理研究所碩士班
105
Conversational system services are rapidly developing due to the recent improvement of Artificial Intelligence technologies and the unique qualities conversational system has to change the interaction with customers. The demand to measure the service quality conversational system deliver is in need, due to the modification of application, development and evaluation of previous stage to be apply with the current application trend. This study objective is to develope reliable and valid indicators for measuring conversational systems service quality. First, we determine possible indicators from prior conversational system researches. Second, the study applies SERVQUAL service quality instrument to strengthen the indicators. Then the study uses the Modified Delphi Method to examined the indicators by referencing to experts evaluation and suggestion, which then processed through the Analytic Hierarchy Process to determine the weight of each indicators. The study proposed 6 dimensions and 55 indicators, which could be a reference for measuring service quality of conversational system for a better performance and greater satisfaction.

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47

Chao-yu, Chen, and 陳昭宇. "Research on Travel Agency Service Quality: A Conceptualizing Perceived Service Quality Perspective." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/88271124530132461032.

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碩士
開南大學
國際企業學系
96
In recent years, leisure and tourism has become more trendy and popular. In order to attract customers, travel agencies use such a variety of methods to compete. Facing this fierce competition, all related businesses try to find their blue oceans, expand their markets, and reinforce their advantages. Businesses also realize that service quality is the engine of the industry. Today’s customers are not purchasing goods only; they care about service quality as well. Those businesses that exchange service quality for maximum profits would only create an unhealthy red ocean for its industry. Based on the Conceptualizing Perceived Service Quality Model, this paper uses AHP (Analytic Hierarchy Process) to explore the key factors that would affect service quality, and then to establish the KIFI (Key Important Factors Index), which could provide businesses the information that would help improve their service and enhance their competitive advantages. The result of this study shows that customers care very much about whether service providers have finished the whole service in completion and if the group cooperation is fine. This research takes travel agency as an example, analyzes its existing service quality state, eliminates and renews the bad service quality, in order to reach the perfect situation. Among the top three facets, the order of weight sorted by experts and scholars are Interaction Quality, Outcome Quality; Physical Environment Quality. In Criteria the top three are Attitude; Expertise; and the social. In factor level the top three are working attitude of the attendants; the subjective responses to the working state of attendants; Attendants’ satisfaction towards current work.

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Wang, Ting-Shiun, and 王挺勳. "The Effects of e-Travel Service Quality on Package Tours Service Quality." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/94525573822318902055.

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碩士
明新科技大學
服務事業管理研究所
99
With the progress of science and technology, the global online shopping market is increasing year by year. Online store is becoming an important shopping channel for consumers. The travel merchandises is an important category of online shopping and more and more consumers shopping travel merchandises online. Many tourism businesses have involved the online virtual channels and enabling their consumers to buy package tours online. The relationship between the e-travel service quality and package tours service quality needs to pay attention and this is the main purpose of this study. The samples are customers who had purchased package tours on travel websites. The research proposed a conceptual model to explore the relationships among e-travel service quality, online shopping attitudes, package tours service quality, consumer satisfaction and repurchase intention. 254 samples were collected. The results of structural equation model are as follows: first, the effects of e-travel service quality on online shopping attitudes, package tour service quality and customer satisfaction are positive; second, the effects of online shopping attitudes on package tour service quality, customer satisfaction and repurchase intention are positive; third, the effects of package tour service quality on customer satisfaction and repurchase intention are positive.

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Yi, J. J., and 易進忠. "Internal Service Quality Research." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/13155019357925827621.

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碩士
國立臺北科技大學
生產系統工程與管理研究所
91
When service became major of a part of the marketing model, many industries changed strategy into production service providing. The semiconductor industry also changed strategy in line with other industries. Now, discrete semiconductors components sector is saturated. The market competition is very intense and service quality was became a key point for success. Whether service of visible product or invisible product, it requires efforts from all employees. Then, customers get perfect service or perfect products. During production period, satisfied employees can perform better and also improve customer satisfaction and customer loyalty. This means in order to satisfy external customers, you must satisfy internal customers first. Providing better internal service quality means internal customers are satisfied and loyal to the organization, and then companies can provide excellence in service quality. For the purpose of this research, the PZB model was used to study internal quality. We used questionnaires to ask direct employees about their expectations concerning internal quality from the Equipment Engineering Department? From the 210 questionnaires 197 were returned. Of which 187 were effective. The effective received rate was 93.0%. The result of the research showed that expectation and satisfaction of direct employees were not so high, moreover, satisfaction is lower than expectation. It means the Equipment Engineering Department must make more efforts, especially in the area of responsiveness. The biggest concern direct employees had was the lack of information concerning scheduling of PMs and troubleshooting.

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Gameiro, Carlos Jorge Sousa. "Service quality in hostels." Master's thesis, 2013. http://hdl.handle.net/10071/6668.

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Abstract:

Nos últimos anos, devido à facilidade cada vez maior de deslocação de pessoas entre grandes distâncias, o turismo jovem tem vindo a crescer significativamente e é hoje em dia parte essencial no turismo de grandes cidades e países. Com este crescimento, deu se também o crescimento de outra industria, a dos hostels. Por serem muitas das vezes uma alternativa low cost de alojamento, são o destino de milhares de jovens que viajam pelo Mundo. Em Lisboa este crescimento foi enorme na última década, e a cidade hoje em dia acolhe alguns dos melhores hostels do Mundo. A concorrência é tremenda e há uma grande necessidade de apostar na qualidade do serviço, pois só assim é possível criar uma diferenciação da concorrência. Para atingir esta diferenciação, é essencial determinar quais são os aspetos com maior importância para os hóspedes quando estes fazem a sua avaliação da qualidade de serviço. Adicionalmente é preciso ter em atenção que inúmeras pessoas com diferentes culturas passam pelos hostels, e cada cultura tem as suas necessidades e diferenças que o staff deve compreender de modo a prestar o melhor serviço possível. Este estudo foi realizado com o intuito de desenvolver um instrumento capaz de medir a satisfação e perceção de qualidade de serviço em hostels. Foi distribuído um questionário e construída uma escala com base no mesmo. As dimensões de qualidade encontradas foram: qualidade do staff; ambiente social; aspeto do hostel; conexão com a cidade.
In the previous decade, it has become easier to travel long distances and the youth tourism has been growing significantly due to it, being nowadays an essential part of tourism in many cities and countries. With this growth came also the development of another industry, the hostel business. Hostels represent most of the times a low cost alternative for accommodation, and have become a common destination for thousands of young travelers that travel the world. In Lisbon, the growth of this hostel industry has been tremendous and nowadays the city is home for some of the best hostels in the world. The competition is great and there is an urgent necessity to invest on service quality because only this way a hostel can differentiate itself from the competition. To achieve this differentiation, it is essential to identify the aspects with more importance to the guests when they make their judgment of service quality. Additionally it is important to be aware of the numerous different cultures that inhabit a hostel. Each one of the cultures has its different demands and necessities which the staff should know and understand in order to deliver the best service possible. This research was carried with the intent of the developing an instrument able to measure the satisfaction and perception of the service quality in a hostel. A questionnaire was developed and based on it a service quality scale was constructed. The dimensions of service quality found were: quality of the staff; social atmosphere; hostel tangibles and city connection.

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