The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present...

Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper...

Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction...

This paper presents an effective approach based on combining VIKOR, GRA, and interval-valued fuzzy sets to evaluate service quality of Chinese cross-strait passenger airlines via customer surveys. The proposed approach can enable decision-makers to understand the gaps between alternatives and...

The hospitals in China are facing great challenges with the doctor-patient relationship, which requires a study of outpatient service quality. This paper aims to study the impact of outpatient service quality on patient satisfaction, patient trust and willingness to return. Using survey data...

This study explores the effectiveness of disaster prevention programs using virtual reality and partial least squares techniques. The purpose is to gain an understanding of IS (information system) usage and acceptance behaviors, mainly the users’ acceptance of virtual reality, as well as...

Student satisfaction is an important measure of service quality in libraries. Students’ perceptions about libraries seem to have been largely ignored by library management in developing countries. The assessment of service quality provides an important feedback for libraries to assess and...

Purpose – The purpose of this paper is to develop a theoretical framework involving dependence, relationship commitment, logistics outsourcing and service quality to exhibit the roles of the relational factors involved in logistics outsourcing and their outcomes. Design/methodology/approach...

Purpose – The aim of this paper is to argue that quality alone is not enough; pharmacies need to develop a rapport with their customers and convey sincerity. Community (retail) pharmacy is an increasingly competitive industry. Service quality has been considered one of the key factors for...