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 …

descriptive index (JDI) & service quality (SERVQUAL) questionnaire are used to measure JS and CS. Data are analyzed using Pearson …

proposal's impact in the service quality gaps using SERVQUAL. The proposal showed improvements in three of the five dimensions … measured by SERVQUAL. …

In the online shopping environment, loyal customers are considered extremely valuable. Loyalty is generally attributed … loyalty in online shopping environments. The results posit that the e-store facets such as ease of use, credibility, price … benefit, security and service quality positively influence online consumer loyalty via online consumer purchase attitude …

satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions … effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer …

SERVQUAL model. In phase two, analytic hierarchy process AHP is applied to analyze survey results to find out key factors …

of service quality, customer satisfaction and service value on loyalty related behavioral intentions of customers in … and would enable them to devise marketing strategies which enhance customer loyalty related behavioral intentions. The …

Servqual method and the Importance/Performance analysis (IPA). Then, advantages and disadvantages of e-commerce were described … an online questionnaire. It was addressed to customers of the chosen e-shop. The Servqual method was used to evaluate the … quality level of offered services in general and analyze the Servqual index (perceptions of the real services minus customers …