Apple's iPad and other forms of tablet are reportedly gaining increasing popularity within the academic premises. Most of the published research on this topic has highly admired the positive role and impact of iPads on teaching and learning practices, as if an exogenous technological induction...

Today, mobile phone is an essential part of the lives of most people – a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial...

In the online shopping environment, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service offered by the e-marketers' to their customers. The application of technology-based service has grown rapidly in the recent years,...

Online shopping environment is a relatively novel perception and has changed the way people communicate and do the business. The rising internet penetration facilitated a shift from conventional marketing to interactive marketing. Online shopping is one such marketing service which is available...

The use of mobile technology-based services has made healthcare delivery more accessible and affordable in recent times. In fact, mobile health services today act as an effective means of providing healthcare knowledge to users directly from providers. However, the cynical behavior of users...

Today, many hospitals seek to adopt the latest and most sophisticated technologies in order to raise the service quality and users' satisfaction. The Electronic Health Record (EHR) had a substantial impact on the health sector and has enhanced the efficiency and effectiveness of healthcare...

This study aims to identify and analyse strategic service quality as perception-minus-expectation from patient perspective using SERVQUAL-based Handayani et al.'s framework. The result from 297 respondents shows that the criteria gaps are given as follows in descending order from the biggest...

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the...

There has been a steady growth in e-commerce, especially during the past seven years. Online service retailers (OSRs), as e-commerce retailers, continue to invest heavily in the enhancement of the services provided to their customers. This study aims to identify the quality gaps of OSRs and the...

Each service interaction between a provider and a customer is an opportunity for the provider to delight, satisfy or disappoint the customer. However, the customers' expectations may change on every interaction. Therefore, defining Service Level Agreements (SLAs) at design time and then...