Search Results (105)

This study aims to examine the influence of the marketing mix and service quality on hotel selection decisions in a growing urban tourism destination in Thailand in a separate model. A mixed-methods approach was employed. Quantitative data were gathered from 385 tourists residing in four- and five-star hotels, while qualitative data were derived from comprehensive interviews with five hotel operators. The first multiple linear regression analysis model of the service marketing mix revealed that product, promotion, personnel, service process, and distribution channels had a statistically significant influence on hotel selection at the 0.05 level, explaining 50.3% of the variance. The second multiple linear regression analysis model of service quality reveals that responsiveness, empathy, and reliability significantly affect tourists’ decisions, explaining 43.9% of the variance. The integration of quantitative and qualitative findings led to the development of four strategic directions: (1) digital competitive advantage, (2) niche market development, (3) service quality enhancement, and (4) sustainability and risk management strategies. The findings contribute to hospitality management by examining how the 7Ps and SERVQUAL influence customer selection behaviors, integrating the entrepreneur’s perspective, and providing appropriate strategic directions for a secondary urban destination. Full article

Background: Service quality and patient satisfaction are key indicators of healthcare performance, yet disparities remain between public hospitals and private clinics in Peru. Understanding these differences is essential for improving patient-centered care and advancing Sustainable Development Goal 3 (Good Health and Well-Being). The study examined how perceived service quality relates to user satisfaction in Trujillo’s private and public institutions. Methods: A cross-sectional study was conducted involving 480 users from public and private healthcare institutions. Service quality was assessed using the SERVQUAL model, and user satisfaction was measured with a validated Likert-scale instrument. Data did not follow a normal distribution (Kolmogorov–Smirnov test); thus, nonparametric statistics were applied. A two-step cluster analysis was additionally performed to identify user profiles based on the five quality dimensions of quality. Results: Participants from both health centers exhibited a range of sociodemographic profiles with regard to age, gender and income. Private clinics reported high levels of perceived service quality (95.8%) and user satisfaction (89.3%), whereas the public hospital showed moderate ratings in both dimensions. In the public setting, empathy and tangible elements emerged as significant predictors of satisfaction, while in private clinics, these same dimensions exhibited negative associations. The cluster analysis identified two distinct user profiles, with tangibles and reliability being the most influential predictors. Conclusions: Significant differences were observed between private and public institutions. Although service quality was positively associated with satisfaction, its explanatory power was limited, suggesting the influence of additional unmeasured factors. This study opens avenues for future research on how differentiated strategies can be scaled and adapted to strengthen public healthcare delivery in Peru, ensuring alignment with equitable and patient-centered care principles promoted by SDG 3. Full article

This study evaluates the service quality of smart campus dining services as a core element of sustainable school meal governance and health-promoting campus environments. A structured questionnaire grounded in the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—was administered to 375 users of a smart campus catering platform, including students, faculty and staff, and education administrators from 20 counties and cities in Taiwan. The data were analyzed using gap analysis, confirmatory factor analysis, multiple regression, and Importance–Performance Analysis (IPA) to identify major service quality gaps and sustainability-oriented improvement priorities. The results show that tangibles, reliability, responsiveness, and assurance significantly predict overall service quality, with assurance exerting the strongest effect, while empathy is highly correlated with the other dimensions. IPA further indicates that outdated or insufficient smart facilities fall into the high-importance/low-performance area and thus represent a critical weakness. These findings provide empirical evidence for data-driven and user-centered management of school meal services, supporting more efficient resource allocation, AI-assisted menu planning, and IoT-based food safety monitoring. By linking service quality assessment with sustainable campus governance, the study contributes to efforts to promote healthy eating, reduce food waste, and strengthen localized food supply collaboration, in line with Sustainable Development Goals related to health, education, and responsible consumption. Full article

This study aims to assess the perceived quality of telecommunication services in Portugal and examine how governance practices influence organizational performance, addressing the lack of empirical evidence on service quality gaps in the Portuguese telecommunications sector. Specifically, it investigates the alignment between customers’ expectations and perceptions of service delivery among major telecommunications providers in northern Portugal. A convenience sample of 119 subscribers was collected through an online questionnaire disseminated via social media and email. The survey measured service quality across the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy), and sociodemographic variables (gender, age, and education) were recorded to explore their influence on customer satisfaction and perceived quality. Results reveal a consistent gap between expectations (6.51) and perceptions (5.54), particularly in reliability and responsiveness, despite generally positive evaluations of tangibility and assurance. Sociodemographic factors significantly influenced satisfaction levels and perceptions of service quality, highlighting the importance of tailored governance strategies. These findings demonstrate that effective governance and quality management are interdependent drivers of sustainable competitiveness in technology-intensive sectors. By identifying specific quality gaps and their drivers, this study provides actionable insights for improving service delivery. Enhancing organizational reliability, responsiveness, and empathy—supported by transparent communication and data-driven decision-making—is essential for improving customer trust, operational resilience, and long-term performance. By integrating continuous quality assessment into administrative strategy, telecommunications firms can enhance service excellence and contribute to broader goals of sustainable economic development and digital transformation. Full article

Sustainable urban transport planning requires inclusive, high-quality mobility systems that address both user needs and broader environmental objectives. This study examines the service quality and user satisfaction of Chiang Mai University Transit using the SERVQUAL framework and structural equation modeling, based on survey data from 384 student respondents. Seven service quality dimensions—Tangibles, Reliability, Responsiveness, Assurance, Empathy, Environmental Performance, and Respiratory Disease Prevention—were systematically analyzed. The results indicate that Responsiveness has the strongest positive influence on perceived service quality, while Tangibles most significantly shape user expectations. Overall, higher service quality is found to enhance user satisfaction substantially. Nevertheless, a measurable service quality gap persists, especially in the areas of Responsiveness (gap = −0.34) and Respiratory Disease Prevention (gap = −0.26), which are identified as priority areas for targeted improvement. In contrast, Environmental Performance surpasses user expectations (gap = +0.12). These empirical insights underscore the importance of strategically investing in university transit systems to encourage modal shift away from private vehicles, reduce congestion, and improve air quality. The study provides an evidence-based foundation for policymakers and planners seeking to implement integrated and environmentally sustainable mobility strategies within both university and broader urban contexts. Full article

Customer satisfaction (CS) is a cornerstone of competitiveness in the hospitality sector, particularly in restaurants, where service interactions are highly sensory and time-sensitive. Traditional measurement instruments, such as SERVQUAL, SERVPERF, and the American Customer Satisfaction Index, provide valuable diagnostic insights but remain limited by recall bias, social desirability, and delayed feedback. Advances in deep learning now enable non-intrusive, real-time monitoring of customer experience. This study evaluates the feasibility of using a convolutional neural network (CNN) to automatically classify customer satisfaction based on facial expressions captured at the point of payment in a restaurant. From an initial dataset of over 5000 images, 2969 were validated and labeled through a binary self-report mechanism. The CNN, implemented with transfer learning (MobileNetV2), achieved robust performance, with 93.5% accuracy, 92.8% recall, 91.0% F1-score, and an area under the ROC curve of 0.93. Comparative benchmarks with Support Vector Machine and Random Forest classifiers confirmed the superiority of the CNN across all metrics. The findings highlight CNNs as reliable and scalable tools for continuous CS monitoring, complementing rather than replacing classical survey-based approaches. By integrating implicit, real-time signals with traditional instruments, restaurants can strengthen decision-making, enhance service quality, and co-create personalized experiences while addressing challenges of explainability, external validity, and data ethics. Full article

Especially in crowded cities, the public transportation system is one of the most crucial elements that influences quality of life and also demonstrates progress. For this purpose, a new SERVQUAL model, expanded with sustainability and Industry 4.0 dimensions, is proposed to evaluate service quality in the public transport system. This model, called SPT SERVQUAL 4.0 (Sustainable Public Transport SERVQUAL 4.0), is created with a three-level hierarchical criteria structure by developing the structure of the traditional SERVQUAL model. First of all, criteria weights are determined using the Bayesian Best–Worst Method (BWM) and expert evaluations for each level. Afterwards, the Picture Fuzzy WASPAS method is applied in order to rank the public transportation alternatives using the obtained criteria weights. The proposed hybrid methodology is applied on a real case study of five different bus alternatives in the Izmir public transportation system. As a result, the best public transportation bus alternative is found to be electric buses. The study, which adapts the dimensions of Industry 4.0 and sustainability, two of the most important issues of our age, to the evaluation of public transport system service quality, contributes by providing insights into system improvement and strategy development in the public or private sector. Full article

With the acceleration of urbanization, Autonomous-rail Rapid Transit (ART), as a new type of public transportation mode, plays an important role in alleviating traffic congestion and optimizing urban transportation structure. However, the operation of ART faces various problems, such as the route and station design problems considering passengers’ convenience and transferring efficiency, and there is a gap between passenger perception and expectation for the ART service quality. Therefore, it is crucial to comprehensively evaluate the service quality of ART, so as to improve passenger satisfaction and promote the sustainable development of ART. Taking Yibin ART as the research object, this study is based on the Service Quality (SERVQUAL) model, combined with the Analytic Hierarchy Process (AHP) and Fuzzy Comprehensive Evaluation (FCE), to analyze the service quality of Yibin ART. Firstly, a service quality evaluation indicator system for Yibin ART is constructed based on the extended SERVQUAL model that includes six dimensions of reliability, responsiveness, assurance, empathy, tangibility, and convenience, as well as 19 secondary indicators. Then, the research collects 110 valid samples through a questionnaire survey, and the rationality of the questionnaire is verified through reliability and validity analysis. Later, the weights of the indicators are calculated by AHP, and a comprehensive evaluation of Yibin ART service quality is conducted with the FCE method. Finally, based on the evaluation results, the study shows that the core indicators of the ART service quality are the service reliability and responsiveness, as well as the convenience; further, the results find the significant differences between participants’ perceptions and expectations for ART service quality, especially in the aspects of smooth driving, cleanliness, station location, ticket service and transferring, and the corresponding targeted strategies are proposed for improving the Yibin ART service quality. Additionally, future research will expand the sample and conduct in-depth research on passenger travel characteristics, carefully grasp the needs of passengers, continuously optimize operational service plans, and strive to improve the service level of ART. Full article

This study investigates the drivers of older adult loyalty (OAL) in Thailand’s rail passenger transport sector. Using structural equation modeling (SEM), data from 625 older rail passengers were analyzed to examine the direct and indirect pathways shaping loyalty. The results demonstrate that service innovation (SI) exerted the strongest overall effect on OAL, both directly and through its influence on service quality (SQ) and passenger satisfaction (PS). Interaction-oriented innovations and accessible delivery technologies emerged as particularly influential, highlighting the importance of human-centered innovation in aging societies. Perceived value (PV) also significantly predicted SQ, PS, and OAL, with price fairness, emotional reassurance, and reliability as key sub-dimensions. SQ was confirmed as a central mediator, translating SI and PV into satisfaction and loyalty outcomes, while PS, although significant, played a secondary role. The findings extend existing theories by demonstrating that innovation and value outweigh satisfaction as loyalty drivers in this context. They advance the SERVQUAL, Value–Attitude–Behavior, and Expectancy–Disconfirmation frameworks by showing that satisfaction is a necessary but insufficient condition for loyalty. The study emphasizes aligning innovation, value, and quality to build inclusive, sustainable loyalty strategies for older rail passengers. Full article

This study presents the development of an innovative multifunctional cup holder designed to enhance safety, usability, and sustainability. Addressing common issues such as accidental spills, heat retention, and structural stability, the proposed design incorporates adjustable fixation and heating functionalities. The research applies a systematic design approach, applying the Theory of Inventive Problem Solving (TRIZ) methodology to resolve design contradictions and enhance product functionality. By integrating human factors considerations and universal design principles, the cup holder aims to improve user experience and accessibility. The design features a vacuum-based adjustable fixation system to prevent tipping, a controlled heating mechanism to maintain beverage temperature, and a shock-absorbing structure for enhanced durability. To evaluate whether the final design meets user expectations, a SERVQUAL questionnaire was used to collect user feedback, which was then analyzed using the Importance–Performance Analysis combined with the Kano model (IPA-Kano model). The results revealed an overall importance score of 4.347 and a satisfaction score of 3.943. Key strengths identified include reliable shock resistance, effective fixation, and ease of operation, while areas such as brand reputation and temperature control precision were found to require improvement due to their high importance but low performance. These insights confirm that the proposed design effectively enhances stability, thermal performance, and user convenience, while aligning with users’ expectations. By addressing critical functional and safety needs, this research advances the development of practical, user-centered innovations in everyday product design. Full article

Introduction: Assessing the quality of patient care within healthcare systems remains a multifaceted challenge due to varying definitions of “quality” and the complexity of care delivery structures worldwide. Patient-centeredness, institutional responsiveness, and contextual adaptability are increasingly recognized as core pillars in quality assessment. Objective: This narrative literature review aims to explore conceptual models and practical frameworks for evaluating healthcare quality, emphasizing tools that integrate technical, functional, and emotional dimensions and proposing a comprehensive model adaptable to diverse health system contexts. Methodology: A systematic literature search was conducted in the PubMed, Scopus, and Cochrane Library databases, covering the years 2000 to 2024. Studies were selected based on relevance to quality assessment models, patient satisfaction, accreditation, and strategic improvement methodologies. The review followed a thematic synthesis approach, integrating structural, process-based, and outcome-driven perspectives. Results: Core frameworks such as Donabedian’s model and balancing measures were reviewed alongside evaluation tools like the Dutch Consumer Quality Index, SERVQUAL, and Importance–Performance Analysis (IPA). These models revealed significant gaps between patient expectations and actual service delivery, especially in functional and emotional quality dimensions. This review also identified limitations related to contextual generalizability and bias. A novel integrative model is proposed, emphasizing the dynamic interaction between institutional structure, clinical processes, and patient experience. Conclusions: High-quality healthcare demands a multidimensional approach. Integrating conceptual frameworks with context-sensitive strategies enables healthcare systems to align technical performance with patient-centered outcomes. The proposed model offers a foundation for future empirical validation, particularly in resource-limited or hybrid settings. Full article

(1) Background: The Peruvian healthcare system is widely regarded as deficient, with ongoing improvements identified as a key area of need. This study sought to assess user satisfaction and the quality of care in two public hospitals in Trujillo. (2) Methods: A non-experimental, cross-sectional, and correlational study was carried out. A group of 384 people who used two public hospitals in the city of Trujillo was studied. The people in the study were chosen based on the researchers’ convenience sampling. Information was collected using a survey based on the SERVQUAL model. This survey was used to evaluate the quality of service. Descriptive and inferential analyses were performed, including Spearman’s correlation and multinomial logistic regression to assess associations and identify key predictors of perceived service quality. (3) Results: The results indicated that 97.66% of the users perceived a low quality of care and 100% expressed dissatisfaction with the services. The most critical dimensions were reliability and responsiveness, while tangible items obtained better results. A positive correlation (rho = 0.723) was identified between quality of care and user satisfaction, with empathy (rho = 0.559) and safety (rho = 0.543) emerging as the most influential dimensions. (4) Conclusions: Responsiveness and Security were identified as key predictors of the perceived service quality in two public hospitals in Trujillo, Peru. Despite high empathy correlations, only timely care and safety significantly influenced satisfaction. The findings align with SDG 3, calling for improved efficiency and humanized care in public health services. Full article

Service quality is important for the survival of all businesses, including the hospitality business. Service quality can be measured by a model referred to as SERVQUAL, which comprises five parameters, namely, tangibility, reliability, assurance, empathy, and responsiveness. It is very important to examine publications to ascertain trends in service quality in the hospitality industry during the previous decade (2014–2024). Data were collected from the Scopus database, the article search having yielded 876 documents. The eligibility criteria were as follows: papers had to be published between 2014 and 2024, had to be written in English, and were restricted to articles, conference papers, book chapters, and review papers. The collected data were analyzed with the biblioshiny package in RStudio. The results revealed that the journal with the highest number of articles published during the period under study was Sustainability (Switzerland). Hong Kong Polytechnic was the institution with the highest number of publications vis-à-vis service quality in the hospitality industry, followed by Bina Nusantara University and Eastern Mediterranean University. It is notable that customer satisfaction featured prominently in different clusters, which emphasizes the fact that service quality is targeted at satisfying customers. Full article