A linguistic multicriteria decision-making model applied to hotel service quality evaluation from web data sources

The paper aims at exploring the shoppers’ evaluation of service quality and its impact on shopping centre management. For shopping centre management team, understanding their customers’ perceptions of the centre’s service quality is an important issue as shoppers’ evaluations and perceptions is believed to be highly related to their patronage behaviors and purchase intention. Through a case study of a shopping centre, this research will try to offer some insights on the relationships between evaluations of service quality and the shoppers’ patronage behaviors which may derive some implications for contemporary shopping centre management.
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\nLiteratures tell us that people elicit behavior after cognitive processing and formation of emotions. Adopting similar concept, marketing scholars found that customer behaviors are affected by their evaluations of service quality and satisfaction level through their perceptions on product or service attributes in cognitive processing. This study will follow the direction with reference to this model of behavior formation.
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\nIn the case study, personal interviews had been conducted with selected shoppers at a shopping centre. They were asked to rate the performance of 36 sub-attributes of the shopping centre under 5 shopping centre attributes, namely “accessibility”, “merchandise”, “retail environment & design”, “services of centre’s staff” and “promotions”. They were also asked about their patronage behaviors at the shopping centre such as frequency of visits, duration of visits, amount of spending etc.
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\nIt was found that the shoppers generally had positive evaluations on the centre’s performance on the 5 shopping centre attributes as a whole, especially had high evaluations on “accessibility”, “merchandise” and “services of centre’s staff”. Importance-performance analysis (IPA) was conducted to evaluate the service quality of 36 sub-attributes by comparing shoppers’ perceived actual performance and the importance level. It was found that only 8 sub-attributes, such as “access by public transportation”, “variety of stores” and “quality of stores” were found with high perceived service quality with high perceived actual performance and high importance level to the shoppers compared with other sub-attributes.
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\nThese sub-attributes with high perceived service quality were tested with occurrence tendency of patronage behaviors in the correlation analysis. It was found that high perceived service quality on merchandises, facility management and organization of promotion activities to certain extend had influence on manipulating patronage behaviors. However, some results showed that sub-attributes with high perceived service quality showed minimal or even no correlation on any measure patronage behavior parameters.
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\nWith reference to the model of purchase behavior regarding perceptions of service quality, the study may reveal that many possible antecedents of formation of shopping centre patronage behaviors may be still unreached in the contemporary studies.

Mobile broadband technologies are now an important part of the communication infrastructure even for most of the developing world. These technologies can potentially play an important role in improving the socioeconomic status of rural areas. However, adaptation of these technologies for provision of relevant multimedia services faces major challenges. Perhaps, Quality of Service (QoS) issues still tops the list of such challenges. In this work we study how to evaluate the QoS of cellular-based systems focusing on an application perspective. We quantify the QoS levels for different traffic models using application and network related parameters to identify the most suitable configuration for running multimedia-based services. More specifically, our analysis is based on considering a unified measure combining key QoS metrics such as packet loss, and delay. For evaluation purposes, we also investigate the QoS issues of deploying a distance education platform running over UMTS cellular systems. The QoS issues related to the deployment of multimedia services in cellular technologies are then considered and analyzed in detail through simulation studies. The results show that by inclusion of the communication technology and application related parameters along with the number of users in QoS evaluations, better performing network configurations can be readily selected. This is achieved, through our proposed application-based QoS evaluation scheme that is based on combining various related measures. The proposed scheme is shown to be particularly beneficial for evaluating and improving QoS for multimedia-based heterogeneous networks.

Following the proliferation of e‐commerce and the Internet, there has been increasing interest in the evaluation of Web sites. However, most research on service quality evaluation has focused on people‐based services, rather than technologically‐based services. Specifically there is a paucity of research addressing service quality offered through Web sites. This paper addresses this issue by exploring critical factors in Web site service quality perceptions, using the critical incident technique. The paper further evaluates whether the same factors contribute to high and low quality perceptions. Additionally, the paper investigates the effect of the customer's search behavior while visiting the Web site (goal directed or experiential) on service quality perceptions. Implications for managers are addressed.

Objective: The purpose of this conceptual paper is to critically review and discuss the perceived service quality of the water and sewerage services with the addition of sustainability factor with respect to economic, environmental and social aspects among the Malaysian water and sewerage companies.
 Methodology: The review of various service quality models and sustainability models that has led to our findings on knowledge gap between sustainability and service quality especially in utility services sector (water and energy).
 Results: The authors propose a modified SERVQUAL model with six independent variables namely tangibles, reliability, responsiveness, assurance, and empathy with an additional dimension i.e. sustainability. Addition of sustainability has modified the existing SERVQUAL instrument to be called sustainable service quality or SUSSERV.
 Implication: The paper involves discovering the lack of research in sustainability service quality particularly in the context of Malaysian water services (including sewerage). This review should be able to answer the question why SERVQUAL is not appropriate for measuring water services quality thus requiring some improvement or modification using SUSSERV. Previous efforts and focus have been made based on water quality and water treatment or process quality (technical issues), thus this paper is an attempt to fill the gap between service, product and process quality by adding sustainability dimension in service quality evaluation.

The quality of service (QoS) is an important factor for networks; guarantee the QoS in network is then very important for the network performance. Anyway, the research on the accurately evaluation on QoS is still lacked. In this paper, we employ the computational learning theory to study this problem and present the QoS evaluation model. Then the QoS evaluation scheme base on support vector machine (SVM) is proposed. Simulation results show that our propose scheme is more effective and improve the performance of the QoS evaluation.

A gap analysis model for improving airport service quality

The Quality of Service (QoS) evaluation techniques are required because web services having same functional properties are not a guarantee to have the same quality. This paper deals with a new QoS evaluation method for web services. The objective of the proposed approach is to offer the use of the existing QoS evaluation/assessment methods in constructing a new contextual QoS evaluation approach. The proposed approach is a multi-layer technique specified with the MAP formalism. The principle of the proposed contextual-oriented modelling approach is to guide the evaluator during all web services evaluation steps using different methodologies at varied levels of abstractions. A better understanding of the major web services quality factors that affect QoS will help QoS evaluators to judge the most appropriate QoS evaluation approach corresponding to their user and business requirements with more flexibility in personalising the QoS evaluation process.

PurposeUsing customers' evaluations of electronic service quality (e‐SQ), the purpose of this paper is to analyze internet buyer behavior and propose a typology of online buyers for wine web sites based on e‐SQ dimensions.Design/methodology/approachIn all, 1,813 French internet customers filled in an online questionnaire after completing a specified task on 18 selected web sites selling wine directly to customers.FindingsAnalysis of the results confirmed the structure of the NetQual scale for wine web sites using structural equation modeling and identified three groups of customers: the “disappointed” the “reassurance seeker” and the “opportunist”.Research limitations/implicationsThis study has some limitations. One of them is related to the fact that the target population is representative of the French internet buyer population and not of the customer profile for the web sites analyzed. Future research should integrate customers of the different web sites analyzed and, in order to have an intercultural comparison, non‐French wine web sites should also be included in future studies.Practical implicationsThe seven dimensions of the NetQual scale are important for consumers when they evaluate wine web sites and contribute to identify three groups of internet buyers of French wine web sites. For each group, this study provides recommendations for practitioners in order to transform visitors into buyers.Originality/valueThe increasingly systematic use of the internet in consumers' decision‐making processes, combined with the growth in the number of wine web sites, has led researchers and practitioners to examine service quality issues in an online context. Existing typologies do not take into account the importance of e‐SQ dimensions. This paper's typology shows how these dimensions contribute to differentiating the groups.

Purpose This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector. Design/methodology/approach A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis. Findings A factorial analysis suggests that service quality has three dimensions namely “Systemization”, “Reliable Communication” and “Responsiveness”, and subsequent multiple regression analysis revealed that “Systemization” is the most important service quality dimension within the banking sector. The overall weighted BSQ Index of 4.00 implies that banking customers are generally pleased with the quality of services rendered by banking institutions. Practical implications The new Bank Service Quality Index (BSQ Index) is expected to be an important complement to traditional measures of economic performance, providing useful information to the banking institutions, shareholders, investors, government regulators, and customers. This composite index shall become an indicator reflecting the level of service quality in the banking institutions. Originality/value The results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29-item questionnaire exclusively adapted to the unique nature of the banking sector.

In an era of rapid urbanization, the quality of network services in urban environments is becoming increasingly important. This article explores efforts to improve network service quality in several sampang cities through an evaluation of Quality of Service (QoS) and user perceptions of Quality of Experience (QoE). The research is based on a survey conducted at various locations in sampang city to collect data on the reliability, speed, and availability of network services. The survey involved a diverse sample of users, covering a wide range of ages, professions, and levels of technology usage. In addition, we also analyzed users' perceptions of service quality based on their experiences of using the network in an urban environment. The results highlighted several key challenges in improving QoS, such as user density, signal interference, and network infrastructure limitations. However, we also found that strategies such as the use of advanced network technologies, such as 5G and beamforming, as well as traffic prioritization based on application type, can help to significantly improve QoS. In addition, we found a strong positive correlation between improved QoS and improved QoE, suggesting that improved quality of service has a direct impact on improving user experience. These findings provide valuable insights for network operators and policy makers in their efforts to improve network services in dense urban environments. The research also recommends further investment in network technologies and the development of policies that support more effective management of network traffic to ensure optimal quality of service.

In order to effectively carry out aviation service quality evaluation, based on the service quality characteristics of Air China, through research on service quality evaluation models and methods, a questionnaire based on SERVPREF and a fuzzy comprehensive evaluation method were designed to evaluate the service quality of Air China. evaluate. Through literature analysis and expert consultation, the service quality evaluation indicators of Air China were screened and a service quality evaluation indicator system was established. Through the questionnaire survey method, a questionnaire is designed from the two dimensions of passenger satisfaction and indicator importance, and the questionnaire is distributed to collect data. Based on the questionnaire, the analytic hierarchy process was used to determine the weight of the service quality evaluation indicators of Air China. Through statistical analysis of the results of the questionnaire, the results of the comprehensive evaluation of Air China were sorted and analyzed, and it was concluded that Air China The advantages and disadvantages of the company's service quality are analyzed using the fuzzy evaluation method to comprehensively evaluate the service quality of Air China. Finally, it provides the basis for strategic research on the improvement of service quality of Air China.

Live-streaming commerce (LSC) is a new shopping method that combines the characteristics of social commerce and e-commerce. Since the global coronavirus disease 2019 (COVID-19) outbreak, the number of branded platforms is growing rapidly, and their competition is fiercer than ever. Understanding consumer needs and improving service quality become the key issue for survival. This study aims to develop and empirically validate a multi-dimensional hierarchical model for measuring service quality on LSC platforms. A hierarchical reflective construct was proposed to capture dimensions based on literature on e-retail and social commerce service quality. The pro-posed model was rigorously tested using two waves of survey data through the partial least squares method. Results showed that the service quality of LSC is a third-order, reflective con-struct and includes five primary dimensions (the streamer’s interaction quality, physical envi-ronment, website quality, outcome quality and ordering process) and twelve sub-dimensions (trustworthiness, expertise, responsiveness, telepresence, consumption scenarios, information quality, system operation quality, fulfillment and refund/compensation, privacy/security, contact and ease of use). Findings also supported the hypothesis that service quality has a significant impact on customers’ satisfaction and their behavioral intentions. Furthermore, we tested an al-ternative model, and the results showed that the relationship between dimensions and overall assessment is reflective rather than formative. We offered directions for further research on LSC service quality and discussed managerial implications stemming from the empirical findings.

This paper focuses on the analysis of traditional methods of service quality evaluation and represents a new sentimental approach to airline service quality evaluation employing user-generated content. It identifies aspects of airline service that passengers react to positively or negatively using the word cloud method—a basic straightforward exploratory analysis tool. The aim is to introduce an approach that can be implemented using freely available analytical software tools and freely available data. As a case study, authors evaluated selected airlines’ service quality using sentimental analysis of user-generated content. The research relied on sentiment analysis of Twitter posts related to selected airlines’ service quality. The paper describes how Twitter can be used for data mining, sentimental analysis, and airline service quality evaluation. The authors analysed over 30,000 posts related to the service quality of Ryanair, Southwest Airlines, American Airlines and KLM and proposed two types of word clouds (for each individual airline) which allow more informed decisions about enhancing the service quality of selected airlines. Compared to rather expensive traditional methods of airline service quality evaluation, such as onboard surveys of airline passengers or on-site surveys of passengers at airport departure gates, the key advantages of this new approach are the availability of free data and free analytical software tools. Moreover, this approach allows analysis of the service quality of competing airlines and, thus, provides internal opportunities for comparison. The results contribute to the literature by clarifying how both positive and negative passenger feedback impacts airline service quality and airline product planning.

At present, in the sports services industry, “perceived quality of service” becomes an important concept for its managers, allowing, on the one hand, to hear and design services taking into account its users’ requirements, a key point to ensure its survival, and, on the other hand, to detect weaknesses and establish the necessary improvement actions, thus starting the path to continuous improvement within the organization. The objective of this chapter is to know the level of quality of service perceived by users of a sports center (case study), as well as to analyze the satisfaction they experience with the service received. We also analyzed whether there is a correlation between perceived quality and satisfaction. The methodology used is a descriptive analysis of a sample of 206 clients from a population of 1512 subscribers using the Scale of Perception of Sports Organizations (EPOD) as a measuring instrument. The results show that the overall quality of service with an average of 4.43 out of 5 is very high and corresponds to a high satisfaction level (4.48). The five dimensions of the scale show an average higher than 4. In addition, it was verified that there is a high correlation between perceived quality and satisfaction. This study has important implications for the Sports Center, its customers were heard and the weaknesses of the service provided were detected, enabling to establish improvement plans and most importantly to detect in time changes in the needs or tastes of its customers.

Shared networks, such as the Internet, are fast becoming able to support heterogeneous applications and a diverse user community. In this climate, it becomes increasingly likely that some form of pricing mechanism will be necessary in order to manage the quality of service (QoS) requirements of different applications. So far, research in this area has focused on technical mechanisms for implementing QoS and charging. This paper reports a series of studies in which users' perceptions of QoS, and their attitudes to a range of pricing mechanisms, were investigated. We found that users' knowledge and experience of networks, and the real-world task they perform with applications, determine their evaluation of QoS and attitude to payment. Users' payment behavior is governed by their level of confidence in the performance of salient QoS parameters. User confidence, in turn, depends on a number of other factors. In conclusion, we argue that charging models that undermine user confidence are not only undesirable from the users' point of view, but may also lead to user behavior that may have a negative impact on QoS.