scholarly journals Evaluation of Hotel Services Quality by booking.com Users and Organizational Activities Undertaken by Managers – Lublin Case Study

2021 ◽  
Vol 76 ◽  
pp. 239-261
Author(s):  
Iwona Wojciechowska
Keyword(s):  
Services Quality ◽  
Organizational Activities

Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library

2016 ◽  
Vol 42 (1) ◽  
pp. 38-43 ◽  
Author(s):  
Suziyana Mat Dahan ◽  
Mohd Yusof Taib ◽  
Nurhaizan Mohd Zainudin ◽  
Fadzida Ismail
Keyword(s):  
Services Quality ◽  
Academic Library ◽  
Library Services

scholarly journals Student’s Perception and Expectation Regarding Library Services Quality: A Case Study of a Public Multi Campus University of Punjab, Pakistan

2021 ◽  
Vol 7 (2) ◽  
pp. 319-327
Author(s):  
Shakeela Shah ◽  
Ghazal Khalid Siddiqui ◽  
Shaheen Pasha
Keyword(s):  
Random Sampling ◽  
Services Quality ◽  
Academic Library ◽  
Descriptive Statistics ◽  
Library Services ◽  
Perceived Service Quality ◽  
Proportional Allocation ◽  
Perceptions And Expectations ◽  
Academic Year

The disparity between students' perceptions and expectations is measured in this study to determine the perceived service quality (SQ) of public university’s academic library units. The data related to SQ of libraries has been gathered through- questionnaire based survey including both closed-ended and open-ended questions. SERVQUAL instrument consisting of 22 items was utilized for assessing student's expectations and perceptions. The students enrolled in regular programmes of the academic year 2013-2014 were taken as population. Using stratified random sampling through proportional allocation, a sample of 372 respondents was designed.  Data were analyzed quantitatively using descriptive statistics and qualitatively using NVivo software for content of open-ended questions. Findings revealed that student's expectations were higher.

scholarly journals Control Chart in the Service Industry: A Case Study in a University Health Clinic

2020 ◽  
Vol 1 (4) ◽  
pp. 436-441
Author(s):  
Johan K. Runtuk
Keyword(s):  
Control Chart ◽  
Control Charts ◽  
Processing Time ◽  
Service Industry ◽  
Services Quality ◽  
Service Level ◽  
Health Clinic ◽  
Capability Analysis

This study analyzes the service quality of a University health clinic in Bekasi, WestJava, Indonesia. A control chart and capability analysis will be employed to analyzethe services' quality, especially registration processing time and the drug defect permonth. This study uses the CUSUM and EWMA control charts for detecting thesmall shifts in the processing time. The findings revealed that the current processesare in control and capable of meeting the current service level. There is only onepoint outside the upper limit. But it can be ignored/deleted since the assignablecause causes that event. This study gives direction for the Clinic to improve theservice quality.

Sign in / Sign up

Export Citation Format

Share Document