scholarly journals Developing a Conceptual Model of Service Quality for eSports

Quest ◽  
2021 ◽  
pp. 1-16
Author(s):  
Xiuqi Zhu ◽  
Do Young Pyun ◽  
Elisavet Manoli
Keyword(s):  
Service Quality ◽  
Conceptual Model

Adoption of Electronic Payment Services by Iranian Customers

2012 ◽  
pp. 268-285 ◽  
Author(s):  
Abbas Keramati ◽  
Bahar Hadjiha ◽  
Rose Taeb ◽  
Navid Mojir
Keyword(s):  
Service Quality ◽  
Conceptual Model ◽  
Diffusion Of Innovation ◽  
Financial Institutions ◽  
Perceived Risk ◽  
Electronic Payment ◽  
Adoption Research ◽  
Risk Culture ◽  
Payment Services ◽  
Practical Implications

The objective of this paper is to investigate customers’ adoption of Electronic payment services. This study contributes to existing e-payment and adoption research by presenting a detailed description of factors that enhance and inhibit electronic payment adoption. The proposed conceptual model has been developed based on TAM, diffusion of innovation and PCI models, and adding the factors of security, cost, perceived risk, culture, trust, service quality and network externalities. The model has been examined by using a questionnaire within the Iran context. Based on obtained results, practical implications and suggestions for Iran banks and financial institutions are discussed.

A CONCEPTUAL MODEL FOR EVALUATING THE RELATIONSHIP BETWEEN THE PROFESSIONAL FIRM SERVICE QUALITY AND CLIENT SATISFACTION IN BUILDING PROJECTS

2016 ◽  
Vol 3 (1) ◽  
Author(s):  
Aluko Olusola Raphael
Keyword(s):  
Service Quality ◽  
Conceptual Model ◽  
Attribution Theory ◽  
Client Satisfaction ◽  
Service Market ◽  
Building Projects ◽  
Consulting Services ◽  
Functional Quality ◽  
Consulting Firms ◽  
The Relationship

Conceptual model helps the researcher to explore variables of study and their clear interactions. Therefore this study aims at proposing a model of a relationship between the professional firm service quality and client satisfaction in building development projects. This is because client satisfaction remains an important factor in the development of engineering and building consulting services. In today’s competitive service market, attaining client satisfaction is very crucial for the continued survival and economic stability of consulting firms. The model is built on the concept of service quality and its effect on client satisfaction. The fundamentals of Servqual theory in addition to competency profile and communication within the consulting arm of building projects constitute the independent variables of the model. The Attribution theory constructs constitute the moderating variables of the study. The proposed model focuses on the relationship between soft service qualities, hard service qualities and the client satisfaction variables of architectural quality, technical quality, functional quality, timeliness of service delivery, cost of services and supervision at implementation stage. The findings will be useful to assist consulting firms in enhancing competitiveness and improve project deliveries in the present global challenges.

A Conceptual Model of Service Quality and Its Implications for Future Research

1985 ◽  
Vol 49 (4) ◽  
pp. 41 ◽  
Author(s):  
A. Parasuraman ◽  
Valarie A. Zeithaml ◽  
Leonard L. Berry
Keyword(s):  
Service Quality ◽  
Conceptual Model ◽  
Future Research

scholarly journals Service Quality Of Educational Websites: An Empirical Study

2011 ◽  
Vol 6 (6) ◽  
Author(s):  
Soumava Bandyopadhyay ◽  
Vivek Natarajan
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
University Students ◽  
Conceptual Model ◽  
Empirical Test ◽  
Ease Of Use ◽  
Perceived Service Quality ◽  
Independent Variables ◽  
The Individual

This paper employs a measurement of the service quality of educational Websites as perceived by students, following a conceptual model developed by Santos (2003).  Perceived service quality of educational Websites is conceptualized as dependent on the following variables—ease of use, content, reliability, privacy, and interaction. An empirical test with university students validates the overall model.  As for the individual independent variables, all of them except privacy are found to have a significant effect on perceived service quality.

scholarly journals E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model

2018 ◽  
Vol 5 (6) ◽  
pp. 4808-4819 ◽  
Author(s):  
Sathiyavany, N ◽  
Shivany, S
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Model ◽  
Empirical Test ◽  
Research Work ◽  
Internet Banking ◽  
Online Banking ◽  
Quality Factors ◽  
Banking Services ◽  
Banking Service

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to  e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.

scholarly journals Analisis Evaluasi Keberlanjutan E-Filling di Kota Palembang

2019 ◽  
Vol 9 (2) ◽  
Author(s):  
Dewi Sartika ◽  
Imelda Saluza
Keyword(s):  
Service Quality ◽  
Least Squares ◽  
Conceptual Model ◽  
Partial Least Squares ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Model ◽  
System Quality ◽  
Tax Returns

<p align="center"><strong><em>Abstract</em></strong></p><p><em>DJP </em><em>continues to optimize the collection of tax returns by facilitating a technology-based tax service system, one of which is e-filing that has been running since 2016. </em><em>However, e-filing turned out to have less influence on the delivery of </em><em>Tax Returns (SPT) as reflected in the electronic SPT monitoring data that only met 78% of the 2017 target. This is caused by various problems that arise during the use of e-filing such as individual technology capabilities, loss of efin, forgetting DJP Online account passwords to lack of awareness about the importance of submitting SPT. Problems encounter during the use of e-filing are the basis for evaluating the continued use of e-filling in Palembang. The development of a conceptual model was conducted to evaluate the sustainability of the use of e-filing. The development of a conceptual model basically has a scarcity of supporting theories used and has a complex model. To overcome this problem, Partial Least Squares (PLS) Structural Equation Model (SEM) could be applied to. The results of data analysis found that information quality and service quality did not have a positive influence on the sustainability of the use of e-filing and the level of correlation between information quality, system quality, service quality, and individual ability was still small towards the sustainability of the use of e-filing. The findings of this research are very important for the KPP Pratama in Palembang to analyze the sustainability of the use of e-filing that has been proven empirically, multidimensional and in a specific context. This knowledge could be used as a reference to improve overall quality of taxation for the sake of sustainable use of e-filing.</em></p><p><strong><em>Keyword</em></strong><strong><em>s </em></strong><em>: </em><em>SPT, </em><em>e</em><em>-filing, PLS SEM</em></p><p align="center"><strong><em>Abstrak</em></strong></p><p><em>DJP terus berupaya mengoptimalkan pengumpulan Surat Pemberitahuan Tahunan (SPT) pajak dengan memfasilitasi sistem pelayanan perpajakan berbasis teknologi, salah satunya adalah e-filing yang telah berjalan sejak tahun 2016. Namun, e-filing ternyata kurang berpengaruh terhadap penyampaian SPT yang tergambar pada data hasil monitoring SPT elektronik yang hanya memenuhi 78% dari target sasaran tahun 2017. Hal ini disebabkan oleh berbagai masalah yang muncul selama pemanfaatan e-filing seperti kemampuan teknologi individu, kehilangan efin, lupa password akun DJP Online hingga kurangnya kesadaran tentang pentingnya penyampaian SPT. Permasalahan selama penggunaan e-filing menjadi dasar untuk melakukan evaluasi terhadap keberlangsungan penggunaan e-filling di Palembang. Pengembangan model konseptual dilakukan untuk mengevaluasi keberlanjutan penggunaan e-filing. Pengembangan model konseptual pada dasarnya memiliki kelangkaan teori-teori pendukung yang digunakan dan memiliki model yang kompleks. Untuk mengatasi masalah ini dapat menggunakan Partial Least Squares (PLS) Structural Equation Model (SEM). Hasil analisis data mendapatkan temuan bahwa kualitas informasi dan kualitas layanan tidak memiliki pengaruh positif terhadap keberlanjutan penggunaan e-filing dan tingkat korelasi antara kualitas informasi, kualitas system, kualitas layanan, dan kemampuan individual masih kecil terhadap keberlanjutan penggunaan e-filing. Temuan peneliti ini sangat penting bagi pihak KPP Pratama kota Palembang untuk menganalisa keberlanjutan penggunaan e-filing yang telah dibuktikan secara empiris, multidimensional dan konteks yang spesifik. Pengetahuan ini dapat dapat menjadi acuan untuk meningkatkan kualitas secara keseluruhan demi keberlanjutan penggunaan e-filing.</em></p><p><strong><em>Kata kunci</em></strong><em> : SPT, e-filing, PLS SEM, </em></p>

scholarly journals SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation

2021 ◽  
Vol 258 ◽  
pp. 02010
Author(s):  
Thongchai Jeeradist
Keyword(s):  
Service Quality ◽  
Conceptual Model ◽  
Service Management ◽  
Service Improvement ◽  
Research Approach ◽  
Airport Operations ◽  
Comprehensive Service ◽  
Kano’S Model ◽  
Airport Terminal ◽  
Quality Framework

This paper proposed a conceptual model to contribute the development of airport terminal service quality by conducting an empirical investigation intocustomer value co-creation behavior in Airport terminal service. The research approach to develop a scale to measure passenger expectations of airport terminal service quality, provide the airport service model to reach the passenger expectation and improved service quality. Research finding the airport service improvement with the top service quality and high rank in the business competitions. The proposed service quality framework comprised of 5 service quality dimension called RATER model which consider passenger perception in 22 criteria to measure and integrate with Kano’s Model in airport service measurement to find the Satisfaction Index (SI) and Dissatisfaction Index (DI) of passenger perception. Airport operations and management team can use the developed quality framework to improve airport service quality. The research value is to extended service quality level by provides a comprehensive service management in airport operations to meet the passenger expectation to improved image. The newly developed conceptual model with SERVQUAL and Kano’s Model integrated.

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