TITLE AUTHOR

Assessing Service Quality and Aakash Ashok Kamble, Praful Sarangdhar

Customer Satisfaction in
Management Education Using
SERVQUAL Model

A gap analysis model for Wen-Hsien Tsaia, Wei Hsub and Wen-Chin Chouc
improving airport service quality
Integrated customer relationship Sergios Dimitriadis, Eric Stevens
management for service
activities: An internal/external
gap model

Private healthcare quality:

applying a SERVQUAL mode Mohsin Muhammad Butt, Ernest Cyril de Run
JOURNAL/WEBSITE
Journal of Commerce & Management ThoughtVol. 6-2, 2015,
pp 369-382

Total Quality Management Vol. 22, No. 10, October 2011,

10251040
An International Journal, Vol. 18 Issue: 5, pp.496-511

International Journal of Health Care Quality Assurance, Vol. 23

Issue: 7, pp.658-673
ABSTRACT
This paper investigates the gaps present in the service quality of the business
schools, and tries to link the same with the gaps model of service quality
(SERVQUAL). The paper adopts a multidimensional view, considering the
service quality from the view point of service provider as well as the
customer.The prominent focus of business schools on outcomes and outputs is
been studied in the paper and the shortcomings of the same are discussed. The
lack of business schools to focus on the inputs and the delivery processes,
leads to improper service quality which inevitably hampers the overall brand of
the institute.This paper finds out the gaps in service quality in management
education to ascertain the exact reasons for the same.The purpose of this
research is to ascertain the meaning of quality from the perspectives of service
provider and the customers.

Due to the increasing importance of customer orientation to a competitive

advantage,airport managers emphasise passengers perceptions and
expectations of airport services quality. This paper aims to develop a multi-
criteria evaluation model to evaluate the gap between passengers perceptions
(perceived service quality) and their expectations (expected service quality),
and to diagnose managerial strategies of gap reduction within the airport
passenger service context.This paper also provides an empirical case study of
passenger services at Taoyuan International Airport in Taiwan, demonstrating
the suitability and effectiveness of the multi-criteria evaluation model.This
paper aims to evaluate the customer gap between passenger perceptions
(passengers perceived service quality) and expectations (passengers expected
service quality)and to analyse appropriate strategies to reduce the gap within
the context of airport passenger service quality.
The purpose of this paper is to suggest an integrated framework for
designing,implementing and evaluating a customer relationship marketing
(CRM) system in service companies,
based on a gap analysis.The paper summarizes key findings of previous
research on CRM internal (organizational) success/failure factors, adds a
customer perspective on CRM expectations and perceptions, and links these
internal and external factors using a systemic gap
approach.This paper tries to address these questions by establishing the links
between, onone hand, the ways a service company designs and implements its
CRM strategy and,on the other, the ways customers react to this CRM strategy.
Drawing on a synthesis of
previous work on CRM, relationship marketing and relational quality literature,
it suggests a framework that allows to identify gaps, both inside the company
and between the company and its customers, that may help academics to
address CRM issues in a more integrated way and managers to be more
effective in their CRM strategy.

This paper seeks to develop and test the SERVQUAL model scale for measuring
Malaysian private health service quality.The study consists of 340 randomly
selected participantsvisiting a private healthcare facility during a three-month
data collection period. Data were analyzed
using means, correlations, principal component and confirmatory factor
analysis to establish the modified SERVQUAL scales reliability, underlying
dimensionality and convergent, discriminant validity.Results indicate a
moderate negative quality gap for overall Malaysian private healthcare service
quality. Results also indicate a moderate negative quality gap on each service
quality scale dimension. However, scale development analysis yielded excellent
results, which can be used in wider healthcare policy and practice.The studys
major contribution is that it offers a way to assess private healthcare service
quality. Second, it successfully develops a scale that can be used to measure
health
service quality in Malaysian contexts.