Evaluation and prioritization of service quality dimensions based on gap analysis with analytic network process

Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad

doi:10.1108/ijqrm-04-2015-0050

Cited by 20 publications

(9 citation statements)

References 37 publications

(44 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This result suggests that higher health-oriented people have a high self-control resource, since they get tempted with the vice product but they do not choose it over the virtue option. The relative importance of hedonic versus utilitarian product attributes changes across consumers, and, as one would expect, the importance of healthfulness is much higher among the health-conscious segments than other segments (Maehle et al 2015). In the case of the virtue product, even though the results mirrored the ones of the vice product, they were not as pronounced.…”

Section: Impact Of Health Orientationmentioning

confidence: 92%

The Psychology of Food Choice: Anticipation and Mental Simulation

Piqueras‐Fiszman¹,

Muñoz-Vilches²

2020

Handbook of Eating and Drinking

View full text Add to dashboard Cite

Throughout our lives, we develop a system that helps us navigate in a food environment. In a routine where we are constantly thinking about food and making choices, ranging from whether we actually want to eat, through the selection of a food category and portion size, to eventual consumption, it is worth highlighting that many of those microdecisions are made without full awareness. Focusing on the situations of having to make a choice among foods, we would mainly rely on two sources of information: that of the product's intrinsic properties and the additional information we get about it simultaneously (e.g., recommendations, or packaging information). However, most probably we have already consumed a similar product previously. Therefore our brain will simulate the likely impact (hedonic and utilitarian) that the product will have on us and, after experiencing it (moment of truth), will determine whether it is congruent with the image or schema we had about it, and if not, to some extent,

show abstract

Section: Impact Of Health Orientationmentioning

confidence: 92%

The Psychology of Food Choice: Anticipation and Mental Simulation

Piqueras‐Fiszman¹,

Muñoz-Vilches²

2020

Handbook of Eating and Drinking

View full text Add to dashboard Cite

show abstract

“…Indicators or attributes that are felt to be less important and unsatisfactory by students so that students behave indifferent in the C quadrant, namely (Dabestani, Shahin, & Saljoughian, 2017): the size of the white board is quite large (p1), there are curtains in each class window (p6), and trash bin be available (p7).…”

Section: Figure 2 Customer Windowmentioning

confidence: 99%

Importance Performance Analysis and Servqual Analysis for Measuring Students Satisfaction Levels Towards Facilities in the Classroom

Ramdani¹,

Nurmayanti²

2021

Advances in Social Science, Education and Humanities Research

View full text Add to dashboard Cite

If a university is to be qualified, it must provide the best for its students, one of which is in terms of facilities. What is meant by facilities here are all the needs needed by students to facilitate, expedite and support in learning activities in classroom. Students will feel satisfied with the facilities provided if the facilities provided can support their learning system. Hamzanwadi University is one of the private universities that tries to provide the best for its students, one of which is in terms of facilities. However, the facilities provided on this campus are often complained of by students, therefore this research aims to study the level of appropriateness between perceptions and student expectations for the classroom. From the results of the analysis using Importance Performance Analysis and servqual analysis we found it that the service from the Hamzanwadi University campus to the classroom facilities could meet 50.30% of student expectations and still needed to be improved and increased by 49.70% in other services.

show abstract

“…Customer satisfaction level is a crucial component in determining the behavioral intentions of customers during or after the experience. To develop the best composition of the service quality has been an important research area in services marketing (Bitner, 1992; Dabestani et al , 2017; Wakefield and Blodgett, 1994).…”

Section: Hotel Attributes As Service Quality Dimensionsmentioning

confidence: 99%

Determination of attributes affecting price-performance using fuzzy rule-based systems: online ratings of hotels by travel 2.0 users

Doğan

Başaran

Kantarcı

2020

JHTT

View full text Add to dashboard Cite

Purpose Fuzzy rule-based system (FRBS), a soft computing method used for big data analysis, is used to determine which single hotel attribute or interrelated hotel attributes used in Travel 2.0 data play a role on price–performance (PP). Design/methodology/approach FRBS, based on fuzzy set theory, is used using the data set of four- and five-star hotels in the Alanya destination in Turkey collected from HolidayCheck.de website for the period between 2009 and 2016. Findings Single attributes do not have an impact on PP. At least two or more attributes are necessary to have an impact on PP. Compensations among attributes that are observed to be leading to PP not to change from their current level. Instead of assuming a linear relationship between hotel attributes and PP, non-linearity should often be assumed. In addition, some hotel attributes do not have an impact on PP until some other attribute reaches a certain level. Research limitations/implications The limitations of this research can be grouped under two topics. While the first is related to data, which is German-speaking tourists staying at four- and five-star hotels between 2009 and 2016, the second is the limitation on generalizability. By implementing other types of data related to hotel attributes, new insights can be generated to shed light on different aspects of the relationship between hotel attributes and PP or other measures such as overall evaluation. Originality/value A data-driven model called FRBS is constructed using original verbal statements. Novel insights pertinent to relations between hotel attributes and PP have been extracted.

show abstract

Evaluation and prioritization of service quality dimensions based on gap analysis with analytic network process

Cited by 20 publications

References 37 publications

The Psychology of Food Choice: Anticipation and Mental Simulation

The Psychology of Food Choice: Anticipation and Mental Simulation

Importance Performance Analysis and Servqual Analysis for Measuring Students Satisfaction Levels Towards Facilities in the Classroom

Determination of attributes affecting price-performance using fuzzy rule-based systems: online ratings of hotels by travel 2.0 users

Contact Info

Product

Resources

About