E-S-QUAL: A multiple-item scale for assessing electronic service quality

Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection revealed that two different scales were necessary for capturing electronic service quality. The basic E-S-QUAL scale developed in the research is a 22-item scale of four dimensions: efficiency, fulfillment, system availability, and privacy. The second scale, E-RecS-QUAL, is salient only to customers who had nonroutine encounters with the sites and contains 11 items in three dimensions: responsiveness, compensation, and contact. Both scales demonstrate good psychometric properties based on findings from a variety of reliability and validity tests and build on the research already conducted on the topic. Directions for further research on electronic service quality are offered. Managerial implications stemming from the empirical findings about E-S-QUAL are also discussed

Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria

Service quality measurement is an area of growing interest to researchers and managers. It is also an area characterized by debate concerning the need for measuring customer expectations and how they should be measured. Building on a synthesis of the extant literature on customer expectations and service quality measurement, this article identifies unresolved issues and develops three alternative questionnaire formats to address them. It then discusses an empirical study that evaluated the three formats in four different sectors. The article concludes with practical implications and directions for further research stemming from the study's findings

The nature and determinants of customer expectations of service

A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed. The model specifies three different types of service expectations: desired service, adequate service, and predicted service. Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications of the model and its propositions

Research Note: More on improving service quality measurement

In this note we respond to Brown, Churchill, and Peter's (1993) critique of SERVQUAL's difference-score conceptualization. We demonstrate that the claimed psychometric superiority of the alternative non-difference score conceptualization is debatable. We also argue that the SERVQUAL conceptualization offers richer diagnostics

Dimensions of treatment quality most valued by adolescent substance users and their caregivers.

Professional psychologists are increasingly encouraged to document and evaluate the quality of the treatment they provide. However, there is a significant gap in knowledge about the extent to which extant definitions of treatment quality converge with patient perceptions. The primary goal of this study was to examine how adolescent substance users (ASU) and their caregivers perceive treatment quality. The secondary goal was to determine how these perceptions align with expert-derived definitions of ASU treatment quality and dimensions of perceived quality used frequently in other service disciplines. Focus groups and individual interviews were conducted with 24 ASU and 29 caregivers to explore how participants conceptualize a quality treatment experience. Content analysis identified three major dimensions of perceived treatment quality, each of which contained three sub-dimensions: Therapeutic Relationship (i.e., Acceptance, Caring, Connection), Provider Characteristics (i.e., Experience, Communication Skills, Accessibility), and Treatment Approach (i.e., Integrated Care, Use of Structure, and Parent Involvement). Results revealed modest convergence between patient perceptions and existing definitions of quality, with several meaningful discrepancies. Most notably, the Therapeutic Relationship was the most important dimension to ASU and their caregivers, while expert-derived definitions emphasized the Treatment Approach. Implications for practicing psychologists to enhance training and supervision, quality improvement, and health education initiatives are discussed

Recommendation of an integrated index for the quality of educational services using multivariate statistics

In this work, the analysis of the surveys was carried out through a factorial analysis, which facilitates the evaluation of the validity of the selected construct for the case under study, as well as evaluating the quality of the service for each factor, with a view to determining the level of quality of the educational service, for which it integrates elements of descriptive and multivariate statistics with the management of the quality of the educational service. They are used as fundamental statistical techniques, descriptive analysis, factor analysis and analysis of variance. As a final result, it was concluded that the students of five UNITEC careers evaluated the educational service they receive as very satisfactory (4 points), highlighting the tangible elements as the most weighted factor. A significant aspect is that there are no significant differences in the perceptions of students from different careers and different sections

Hybrid cloud computing architecture based on open source technology

The advance of technologies such as distributed computing, Internetand grid computing, have enabled Cloud Computing to become part of a new model of computing and business. Cloud Computing is transforming the traditional ways in which companies use and acquire Information Technology (IT) resources. After an initial boom in Public Cloud, companies begun to mount hybrid Clouds that offer the advantages of Cloud Computing in addition to the privacy of data they consider strategic. A hybrid Cloud solution allows the integration of both systems. Leading companies in cloud solutions have understood this evolution and begun to offer hybrid solutions. Moreover, many of these companies are taking the next step by offering solutions based on open source standards that allow a high degree of interoperability and portability