A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

2015 ◽  
Vol 5 (1) ◽  
Author(s):  
Emel Kursunluoglu Yarimoglu ◽  
Keyword(s):  
Service Quality ◽  
Previous Literature ◽  
Quality Measurements

Service Quality Measurements: A Review

2015 ◽  
Vol 5 (2) ◽  
Author(s):  
Ali Ramezani Ghotbabadi ◽  
Setareh Feiz ◽  
Rohaizat Baharun
Keyword(s):  
Service Quality ◽  
Quality Measurements

scholarly journals Performance Measurement of SMS and/or Chat Service

2018 ◽  
Author(s):  
Sigit Haryadi
Keyword(s):  
Quality Assurance ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Performance Measurement ◽  
Mobile Networks ◽  
Sampling Technique ◽  
Ladder Diagram ◽  
Subjective Method ◽  
Quality Measurements

This paper summarizes my papers and books, which reports on studies concerning the performance measurement of SMS and/or Chat services, particularly on mobile networks. In detail, SMS and/or Chat service quality measurements are grouped into two, the first is a measurement that aims to measure the provider's customer satisfaction, performed by the provider for internal purposes, or to report to the regulator, and the second measurement goal is that the provider and/or by the vendor in relation to the quality assurance provided by the vendor to the provider. In detail, the first type of measurement uses a sampling technique with refer to the subjective method, otherwise, the second type performs aggregate measurements with refer to the Signaling Ladder Diagram of the SMS and/or Chat services.

scholarly journals Performance Measurement of Telephone Network and Service

2018 ◽  
Author(s):  
Sigit Haryadi
Keyword(s):  
Quality Assurance ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Performance Measurement ◽  
Mobile Networks ◽  
Sampling Technique ◽  
Ladder Diagram ◽  
Telephone Network ◽  
Telephone Networks ◽  
Quality Measurements

This paper summarizes my papers and books, which reports on studies concerning the performance measurement of telephone networks and services, particularly on mobile networks. In detail, the telephone network and service quality measurements are grouped into two, the first is a measurement that aims to measure the provider's customer satisfaction, performed by the provider for internal purposes, or to report to the regulator, and the second measurement goal is that the provider and/or by the vendor in relation to the quality assurance provided by the vendor to the provider. In detail, the first type of measurement uses a sampling technique to refer to the subjective method, otherwise, the second type performs aggregate measurements to refer to the Signaling Ladder Diagram of the telephone services.

Service quality measurements in ports of a developing economy: Nigerian ports survey

2004 ◽  
Vol 14 (6) ◽  
pp. 487-495 ◽  
Author(s):  
Chinonye Ugboma ◽  
Callistus Ibe ◽  
Innocent C. Ogwude
Keyword(s):  
Service Quality ◽  
Developing Economy ◽  
Quality Measurements

e-Service Quality

2011 ◽  
pp. 22-44 ◽  
Author(s):  
Jose M Barrutia ◽  
Ainhize Gilsanz
Keyword(s):  
Service Quality ◽  
Critical Review ◽  
Research Agenda ◽  
Previous Literature ◽  
Research Gaps ◽  
Research Opportunities ◽  
Electronic Service

The development of new orientations and focuses for the conceptualisation and measurement of electronic service quality (henceforth, e-SQ) is demonstrably necessary. This chapter is mainly addressed to highlight research avenues for improving our understanding of e-SQ management, based on a critical review of previous literature. The orientation of this study aims to reduce the efforts of researchers who desire to enter this field. To do this, we offer a research agenda and synthesise the main previous studies, including the dimensions employed within a set of selected works. We start by expounding the reasons that justify the carrying out of a project of investigation to measure e-SQ. We move on to describe the current e-SQ research gaps (research opportunities). And we conclude with a section devoted to the setting out of our conclusions and indicating possible routes for future investigation.

Sign in / Sign up

Export Citation Format

Share Document