Yes / The continuous use of eGovernment services is a de facto for its prosperity and success. A generalised sense of citizens' self-efficacy, expectations, and satisfaction offer opportunities for governments to further retain needed engagements. This study examines the factors influencing citizens' continuance use of eGovernment services. Through the integration of Social Cognitive Theory, Expectation Confirmation Theory, DeLone and McLean IS success model, and E-S-QUAL, a survey of 471 citizens in the UK, engaging in online public services, found that prior experience, social influence, information quality, and service quality, personal outcome expectation, and satisfaction, are significant predictors of citizens' intention to use eGovernment, when they are regulated, through citizens' self-efficacy. The present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process. Therefore, it demonstrates how critical it is for the government's leaders to understand the patterns of the long-term process for electronic systems continually. / There is a corrigendum for this paper at https://doi.org/10.1016/j.giq.2020.101492. Elvira Ismagilova was not included as an author on the original record when she should have been.

Published Article / This paper reports on further attempts to develop and validate instruments to improve the measurement of higher education quality, more especially postgraduate research service. A 26-item postgraduate research service quality (PGSQUAL) instrument as well as a six-item postgraduate service experience (PGSERVEXP) instrument were developed and validated among recent postgraduates at a large research university in South Africa. From a response rate of almost 53%, after subjecting the data to factor analysis and, determining the Cronbach's alpha values, it was ascertained that the respective research instruments were found to be fairly reliable and valid measures of postgraduate research service quality and of the overall postgraduate research service experience.

O e-learning, como uma das metodologias de ensino a distância, está em grande expansão e despertando interesse de estudos em várias áreas. Uma das preocupações relativas ao método de ensino é a qualidade, ou seja, como pode ser avaliada a qualidade em e-learning. Essa dissertação aborda a qualidade sob o ponto de vista do aluno como cliente e o e-learning como uma prestação de serviços. Dessa forma foi adaptado, o modelo de avaliação de qualidade de serviços, e-servqual, para cursos de pós-graduação on-line, com o intuito de proporcionar uma ferramenta para melhoria da qualidade dos cursos, satisfazendo de uma melhor forma os clientes. Como base para adequar o modelo e-servqual para os cursos de pós-graduação on-line, foi realizada uma revisão bibliográfica sob os assuntos: serviços, qualidade de serviços e modelos de qualidade de serviços. A técnica de pesquisa Focus Group foi utilizada para consolidar o referencial teórico e adequar o modelo e-servqual para os cursos de pós-graduação on-line. / The e-learning, as a methodology of distance education, is in widely expansion and waking interest of studies in several areas. One of the worries related to this education method is the quality, in other words, how could be evaluated the quality in e-learning. This dissertation approaches the point of view of student as a client and the e-learning as a service rendering. In this way was adapted, the model of evaluating service quality, e-servqual, for on-line post graduation courses, with the purpose of supplying a tool to improve the quality of courses, satisfying in a better way the customers. As a support to adapt the model e-servqual for on-line post graduation courses, was realized a bibliographic review of: services subjects, quality of services and models of quality services. A Focus Group research was used to solidify the theoretical part and adapt the model e-servqual for on-line post graduation courses.

Aim: The aim of this study is to examine and compare the importance of services and products in grocery store and to study the effects of services and products on customer retention. Method: This study is quantitative and data is collected by conducting a survey. Primary data is collected through questionnaires by visiting the stores in two cities of Sweden, namely Bollnäs and Gävle. In order to study the importance of service and products, importance scale is used in the questionnaire. Comparative analysis is used to analyze the data. Results & Conclusions: The results show that customers are more concerned about the quality of products rather than quality of services. Further, it is found that among all service elements, personal interaction is considered more important whereas, among products elements, quality of products has most influence on customer decisions. After the comparison of services and products, we found out that product quality influences customer retention to a greater extent. Suggestions for future research: Research always continues and could be followed up with more perception dimensions either from customers’ perspectives or from managerial perspectives. Future research can be conducted to study managerial perception of service and product quality. Furthermore, future research can be conducted to find out other factors that determine customer retention. Customers from multiple stores and larger cities can also be the theme for future researches. Contribution of the study: This study helps retail business to build strong customer base by focusing first on quality of products and then services. Further this helps firms to know how customer’s decision making is affected. Firms with limited resources can first focus on product improvement then on services.

This paper investigated the relationship between e-service quality and consumer loyalty in the context of consumer electronic retail industry in Sweden. E-service quality is found to be a prime determinant of consumer loyalty which is very important for the growth of any business regardless of the industry. On this study, we have selected four most important dimensions of e-service quality which are: Reliability, Responsiveness, Ease of use, and Security. We adopted a quantitative approach for this study and our survey took place in the area of Umea University. We reached a total of 200 respondents who are used to with purchasing electronic products online. After collecting the data we analyzed it with the help of statistical tools and then interpreted the results in connection to our theoretical framework. We found that all the four dimensions of e-service quality have strong relationship with consumer loyalty which means that they have considerable impact on building and maintaining the loyalty of consumers in electronics retail industry. We found out that the consumers give the highest priority to the organization of website contents and security of transaction. If the company present the e-retailing website convincingly and ensure safety of transaction, the consumers are more likely to show loyalty towards that company. We also found that reliability is less important than the three other factors according to multiple regressions analysis result; though all the four factors found to be significant according to simple regression. This study fulfills the lack of industry-specific study on the relationship between e-service quality and loyalty for consumer electronic goods industry. However, the study suggests a number of future research possibilities including reassessment of the e-service quality dimensions, measurement of the impact of social media on the relationship between e-service quality and consumer loyalty and so on.

Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate various quality levels? Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies. Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.

During the past few decades service quality has become a major area of attention topractitioners, managers and researchers. It has strong impact on business performance,lower costs, customer satisfaction, customer loyalty and profitability. This study aimedat analysis of retail service quality dimensions at clothing stores. The purpose of thisthesis was to find out how customers perceive the overall retail service quality in a sportstore. We chose Stadium in Helsinki, Finland as our case company.A survey of 300 shoppers in various Stadium sport stores in Helsinki has evaluatedretail service quality according to Retail Service Quality Scale (RSQS) which composesof 5 dimensions namely physical aspects, reliability, personal interaction, problemsolvingand policy.The analysis part includes descriptive and statistics analysis. The descriptive analysiswas mainly presenting the statistical results in order to summarize data for the generalconclusions. The statistical analysis presented the differences in perception. The gapanalysis model examined the evidence about how consumers perceive service quality inretail stores and try to identify which dimensions and more specifically sub-dimensionsof RSQS they are satisfied or not-satisfied with.The finding result is that consumers are not satisfied with any dimension of servicequality. Consumer’s perception of service quality is poor in all dimensions, whichmeans that their perceptions are lower than expected level and what makes theirexperience in retail stores less enjoyable. The retail stores need to make improvementsin all dimensions in order to close gaps that could lead to increasing customersatisfaction.

A considerable amount of academic attention has been directed towards the relationship between service quality and customer satisfaction. But the nature of the exact relationship is still shrouded with uncertainty. In addition, few researches focus on the dimensions of service quality and their differing impacts on customer satisfaction in western fast food restaurants. This paper examines whether or not quality and satisfaction should be considered as a single construct, or distinct, separable constructs. Customer satisfaction is typically evaluated by means of a single item scale and sometimes multiple item scales. Conversely, this empirical study adopts a different approach and considers customer satisfaction as a multi-dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same corresponding items on which service quality is operationalized. The SERVQUAL instrument was slightly modified to measure the relationship between service quality and customer satisfaction among customers in western fast food chains in Kaohsiung. The research survey captures customers¡¦ perceptions of excellent service and compares it with their overall satisfaction. Using multiple regression analysis and T-test, the paper also reports on how socioeconomic and demographic disparities can influence the perception of service quality and satisfaction. Based on the research findings, the service quality and customer satisfaction are indeed independent but are closely related constructs. Their relationship suggests that an increase in one will lead to an increase in another. The statistical analysis also revealed that demographic variables can have major influences on service quality and customer satisfaction. The aim of the study is to supply useful results for future customer satisfaction researches in the fast food industry and provide insights into market segmentation strategies.

Taiwan public museums and print medias hold many ¡§blockbusters¡¨ one after another since 1990. This trend started from US then spread to all over the world. The considerable amount of visitors not only solved the financial problem, but also built the field for print media chasing the cultural capital and developing new business model. We can generalize this trend to three concepts, first, Issues of the Administrative Corporation of National Museum, second, the trend of museum marketing, third, new museology. Those concepts break the ossified museum organization system and the icy impression. However, a stream of people and money will bring some doubts, such like exhibition quality goes down, over commercialize, and unprofessional. Most of exhibition assessments about museum are overall assessments which include a wide range. But it's not applicable to blockbuster that happens only once, tours around, and needs inter-organizational cooperation. This study is a case study of ¡§Da Vinci Travelling Exhibition¡¨ which is held by United Daily News Group, National Chiang Kai-shek Memorial Hall, and National Science and Technology Museum. The research design in this study is based on ¡§Conceptual Model of Service Quality¡¨ and ¡§Extended Model of Service Quality¡¨ which was brought out by Parasuraman, Zeithmal, & Berry. This study counts out the coefficients which existed in the service quality gap theory, then, establish regression. With the regression, we can judge which service gap character will effect customer¡¦s satisfaction of service quality. So that we can point out the way how to improve blockbuster's service quality and build an exhibition assessment driving from customer. This study also investigated the relation among demographic variables and customer¡¦s satisfaction of exhibition service quality. Three findings are revealed. First, demographic variables have significant effect on customer¡¦s attitude toward blockbuster service quality. Second, except for gap character 1(managerial perception), gap character 2(managerial standard)¡Bgap character 3(service performance) and gap character 4(external communication) has a function relationship to the gap 5 was confirmed. Third, Use service gap theory to establish an exhibition service quality assessment is possible.

In recent years, the service industries such as restaurants, hotels & finance have treated consumers and satisfying their needs as their first priority. This kind of service concept is also greatly valued and practiced by the medical industry. While the national health insurance system reduces the financial strain and increases more medicare choices for people, the environment of operating a hospital has become more challenged and competitive. The increase of income and the high service quality provided by Starbucks and Wang Steak both have significantly impact on people's expectation for receiving higher service quality. By recognizing the demand of public, hospital management can then provide service quality that's within or even beyond expectation. This research will exam the importance and satisfaction of hospital service quality to people, as well as compare people's loyalty level toward hospitals and doctors. This research takes Kaohsiung residents as example and the total number of effective example is 351. The questionnaire is created based on SERVQUAL and the patient's satisfaction questionnaire of THIS. The result is analyzed by statistic software SPSS 17.0 and Importance Performance Analysis. The research result: 1. The importance level of hospital service quality measures from high to low is professional abilities of doctors and nurses, medical equipments in hospitals, communication and interaction with doctors and nurses, facilities and convenient access to hospitals, attitude of medical staffs, waiting time. 2. Professional abilities of doctors and nurses, medical equipments in hospitals belong in the keep up the good work category. Attitude of medical staffs and waiting time belong in the lower priority category. Communication and interaction with doctors and nurses, facilities and convenient access to hospitals belong in the possible overkill category. No item for concentrate here category. 3. Interviewees show more loyalty toward doctors rather than hospitals and their attitude is consistent with their behavior.