Service Quality Evaluation Model Research Articles

Quality assessment of graduate services: Kano model application to a Peruvian university

Graduate higher education coverage has expanded worldwide due to globalisation, the demand for more specialised human resources and online education, exacerbated by the COVID-19 pandemic. This article validates an evaluation model of academic service quality in graduate studies that integrates HiEduQual instruments with the Kano method for graduate students at a Peruvian university. A survey was conducted among graduate students (masters programmes and continuing education) at Universidad Continental, obtaining 326 responses. The study found that the attributes that have the greatest impact on student satisfaction include the presence of foreign professors, international activities, continuous improvement of university infrastructure and constant evaluation; the dimension associated with internationalisation plays an essential role in the satisfaction of graduate students, particularly in a globalised context.

Exploring the Construction of College Think Tank and Cultivation of Innovative Talents Based on Big Data Analysis

Abstract This paper combines the nine-factor model with the construction of university think tanks, establishes the strategic positioning of university think tanks, analyzes the methods and measures of cultivating leading talents and innovative talents in university think tanks and classifies the influence of university think tanks into decision-making influence, elite influence and popular influence. Based on the analysis of big data and concerning the fuzzy hierarchical analysis method, the evaluation model of information service quality of university think tanks has been established. The evaluation indexes of the information platform of university think tanks are divided into four indexes: service resources, service content, webpage technology, and service effect. According to the constructed evaluation indexes, two-by-two comparisons are made between each index to obtain the score of the importance of each index. Based on fuzzy mathematics, the qualitative evaluation can be transformed into quantitative evaluation according to the principle of affiliation degree to arrive at the evaluation grade of the information platform capacity of university think tanks and innovative talents.

Analysis of ice and snow tourism service quality improvement strategy based on grey correlation model in the perspective of sharing economy

Abstract The evaluation model and index system of ice and snow tourism service quality are derived from this paper’s perceived evaluation of ice and snow tourism service quality. The TOPSIS ideal solution ranking method is improved using the entropy power method, and the entropy-TOPSIS-grey correlation model is jointly constructed to evaluate the ice and snow tourism service quality by introducing the grey correlation model. To verify the validity of the evaluation model, a quantitative analysis of the data was conducted through examples. The results show that the perception evaluation scores of transportation, tour, catering, shopping, accommodation and service are around 4, and the comprehensive posting progress of transportation, tour and catering are 0.623, 0.584 and 0.557, respectively. Thus, it indicates that the service quality of ice and snow tourism needs to be improved in various aspects, such as transportation, tours, and catering.

D-HRSP: Dataset of helpful reviews for service providers

Most common services are now provided through mobile applications; thus, the importance of mobile application reviews has increased. Service providers and developers seek helpful reviews to find useful information to improve their services. However, with currently existing indicators, e.g., star rating systems, it is difficult to identify reviews that are directly related to the quality of the service. Thus, in this study, we defined helpful mobile application reviews for service providers and developers based on the components of an existing service quality evaluation model. We also provide the D-HRSP (dataset of helpful reviews for service providers), which is a labeled dataset that can be used to examine helpful reviews. We also report the experimental results obtained with simple natural language processing techniques and machine learning and deep learning classification models. The experimental results demonstrate that the proposed definition can help address real-life problems and create opportunities for additional research into the identification of helpful mobile application reviews.

Evaluation and Application of Public Management Service Quality of Smart City Based on Intelligent Computing

The service quality of smart city public management is the direction of modern city management construction of Chinese local government, but the current work of smart city management construction and management is not perfect. Among them, the most obvious and prominent problem is that there is no evaluation system for the public management service quality of smart cities, which makes it difficult to achieve the expected effect in the actual construction process without considering all factors. In this case, it is necessary to establish a complete and effective smart city management evaluation system to ensure the rationality and effectiveness of urban management input, which is a problem that must be solved by the current smart city local government smart city public management service quality. In this context, this paper first introduces and analyzes the research background, purpose, and significance of public satisfaction with public information services in smart cities. The origin, significance, and application status of smart cities are sorted out, the relationship between them is elaborated, and the overall research framework is determined. Second, the evaluation model of public management service quality of a smart city based on the fuzzy analytic hierarchy process is constructed, and the theoretical basis of this satisfaction model is elaborated. Finally, the simulation results demonstrate the effectiveness and practicability of the proposed method.

Research on service quality evaluation of medical caring and nursing combined institutions for the aged based on interval MTS-grey cloud clustering

The lack of a scientific and complete service quality evaluation system for Medical Caring and Nursing Combined Institutions for the Aged is a critical factor that makes it difficult to improve the quality of their services. Based on the SERVQUAL model, the service quality evaluation index system of Medical Caring and Nursing Combined Institutions for the Aged is constructed from tangibles, security, reliability, responsiveness, and empathy. Considering the ambiguity, randomness, grey characteristics, and the interaction between indicators in the service evaluation process of Medical Caring and Nursing Combined Institutions for the Aged, the interval Mahalanobis-Taguchi system (MTS) is introduced into the grey cloud clustering model, and a service quality evaluation model of the interval MTS— grey cloud clustering is proposed. The Medical Caring and Nursing Combined Institutions for the Aged in four typical cities of Jiangsu Province are taken as examples in this study. Feasibility of the proposed method is verified, and targeted measures are thus proposed to provide stronger support and reference for improving the service quality of these institutions.

Evaluation of the Quality of Web-Based Integrated Administration Services (PATEN) in Sidoarjo District, Indonesia

The Regional Integrated Administration Service Program (PATEN) is one of the currently web-based programs to support the optimization of public service performance related to licensing to document issuance in Sidoarjo Regency, Indonesia. This research aims to develop a service quality evaluation model in information systems by examining the understanding and application of the e-government field. Achieving this study’s objectives should produce: 1) mapping critical factors to develop web-based quality evaluation models for PATEN, 2) formulating web-based development of quality evaluation models for PATEN, and 3) adopting strategies for developing web-based PATEN quality evaluation models in Sidoarjo Regency Government. The research method used is descriptive research with a qualitative approach. The research location is Sukodono District and Buduran District, Sidoarjo Regency Government, Indonesia. The data collection method included interviews, focus groups, and discussions. The research results show that the mapping of critical factors in developing a web-based quality evaluation model of PATEN in terms of knowledge development of employees who have often attended workshops to support employee competence in providing public services; leadership strongly supports innovation. Standard Operating Procedures and the innovation network are under continuous development. This study develops an e-government-based evaluation model of sub-district integrated administrative services quality. It combines the previous model of improving the service quality of electronic-based systems to improve the quality of continuity of use and a model of service measurement to consumers using the website.

Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach

The innovative development of logistics has become a powerful starting point and strong support for the construction of smart cities. An accurate evaluation of logistics service quality can promote intelligent transformation, and upgrading logistics enterprises can improve the urban public service infrastructure. In this study, we propose a logistics service quality evaluation model based on a combination of sentiment analysis technology and a traditional index evaluation system. With the help of sentiment analysis technology, the model focuses on extracting the sentiment characteristics of logistics service quality from user reviews and analyzing user attitudes from different aspects. We designed a new logistics service quality evaluation index system by improving the SERVQUAL model. The system uses sentiment analysis technology to explore evaluation content through feature extraction and builds relations between the evaluation content and indices. Additionally, we use sentiment orientation analysis with different indices to comprehensively evaluate service quality. The experimental analysis shows that the proposed model and algorithm have high accuracy.

Analysis of the Quality of Service in Gastronomic Festivals

Gastronomic festivals have become a pathway to promoting the gastronomy and culture of a tourist destination. However, there is no taxonomy for evaluating the quality of services in these types of festivals. For this reason, the present study aimed to propose a service quality evaluation model applicable to gastronomic festivals based on a review of commonly used models. The research was carried out at the Raíces Gastronomic Festival held in Guayaquil, Ecuador, in 2018. Six hundred valid questionnaires were obtained, and exploratory factor analysis (EFA) was applied to identify the dimensions of the items. In addition, confirmatory factor analysis (CFA) was used to validate the proposed model. As a result, we obtained a questionnaire to evaluate the quality of services in gastronomic festivals based on tangibility, reliability, responsiveness, and adequacy dimensions. These findings contribute to expanding the academic literature on food festivals and provide a questionnaire to measure the service quality of this type of event.

Service Quality Evaluation Model of Public Living Facilities in a Community

Service Quality Evaluation Model of Public Living Facilities in a Community

Evaluation Model of Telemedicine Service Quality Based on Machine Sensing Vision

INTRODUCTION: At present, the common telemedicine service quality evaluation methods can not obtain the key evaluation indicators, which leads to the low accuracy and low user satisfaction. OBJECTIVES: This paper constructs a telemedicine service quality evaluation model based on machine vision technology. METHODS: Machine vision technology is used to obtain telemedicine service information, preliminarily select service quality assessment indicators, complete the selection of indicators, build a telemedicine service quality assessment indicator system, adopt subjective and objective combination method to calculate the weight of service quality assessment indicators, and combine matter element analysis method to build a telemedicine service quality assessment model. RESULTS: The experimental results show that the Cronhach a is higher than 0.7, the Barthel index is higher than 90, and the satisfaction of many users is more than 90%. CONCLUSION: The proposed method solves the problems existing in the current method and lays a foundation for the development of telemedicine service technology.

Research on the Construction of Modern Medical Information Service Model under the Background of Artificial Intelligence

In the era of the Internet, artificial intelligence (AI) and other emerging technologies leading the industrial revolution, on the basis of comprehensive analysis of modern medical information services and analysis of the content of some hospital websites, from the perspective of the public, the expert scoring method is applied to establish medical information on hospital websites. Service comprehensive evaluation index system, at the same time quantification and assignment of indicators, combined with the theoretical research platform of information service quality. The comprehensive evaluation model of the medical information service function and quality of the hospital website was constructed by the comprehensive scoring method, and an empirical study was carried out. After comparing the data results of the model simulation with the actual data, it can be seen that the deviation between the actual data and the simulated data is not significant, that is, between 0.12% and 15.93%, which is within a reasonable range. Therefore, we have reason to believe that the model is an effective and reasonable use of the system dynamics method. On the basis of previous theoretical research and historical yearbook data, plus innovative theoretical assumptions, the Internet+healthcare embedded in the Internet+healthcare is constructed. The model of the traditional medical information service system can help clarify the role of Internet+health and medical information service in the overall medical information service system.

Evaluation Model of Student Satisfaction in International Student Education Based on Neural Networks

Artificial neural network (ANN) theory is a rapidly developing information science around the world. The Back Propagation (BP) network is one of many artificial neural network types. It is a multilayer feedforward network with sophisticated nonlinear mapping capabilities. It is actually a relatively complex and nonlinear comprehensive decision-making problem when taking into account the comprehensive evaluation of test scores based on evaluation indicators that reflect the quality of the test papers. The five major factors of education service quality are tentatively proposed in this paper, which uses a neural network to model and analyze it. This paper examines the five factors of the education service quality evaluation model one by one and analyzes the issues that exist in the education service quality of international students in China. According to empirical research, overall satisfaction with the quality of education service in Guangxi among foreign students in China is low, and subindicators of education service quality are unbalanced. This paper analyzes the reasons for this situation from the three levels of service consciousness, emotional investment, and professional quality and proposes that the main task of improving education service quality is to optimize the entire service process, in order to narrow the gap between foreign students’ expectations and actual perceptions of educational services.

Towards integrating quality in theoretical models of acceptance: An extended proposed model applied to e‐learning services

AbstractThe use of e‐learning services is growing in different contexts, especially in the COVID‐19 pandemic. This study aims to examine students’ acceptance of and intention to use Learning Management Systems (LMSs) for university education in Brazil using the extended technology acceptance model, unified theory of acceptance and use of technology (UTAUT), integrating quality construct adapted from the Service Quality Evaluation Model (ServQual). Examining a large sample (n = 1237) of students in Brazil through questionnaires, we investigate the behaviour of the users concerning the factors that influence the technology acceptance and the intention of the use in an e‐learning system. Results show that intention to use an LMS is affected by the facilitating conditions (skilful, workable and easy to use), social influence (remarkable, preference for use and relevance), habit (routine, enjoyable and entertaining) and quality (reliable, tangibility, responsiveness and assurance), but not for effort expectancy (agility, knowledge and productivity). Our research findings suggest fostering replicate the model in different universities and countries understanding potential differences. Practitioner notesWhat is already known about this topic E‐learning is growing, and its success is directly related to students’ intention and retention of users. Unified theory of acceptance and use of technology (UTAUT) is an approved model that explains new system adoption and use. There are several tools to evaluate the quality of e‐learning. ServQual is an approved model that explains the perceived quality service. What this paper adds The results of this research proved that facility conditions, social influence, habit and quality were the key and fundamental characteristics of Learning Management Systems. This paper provides advice for decision makers in universities who want to integrate quality in Learning Management Systems. A new validated model extending the UTAUT and ServQual models applied for acceptance, adoptions and use intention for e‐learning services. E‐learning resources should include quality content beyond technology facilities to increase students’ adoption and use intention successfully. Implications for practice and/or policy The paper concludes with advice for decision makers in universities who want to implement or maintain an e‐learning programme. Managers must pay attention not only to the Learning Management Systems’ information technology attributes (eg, ease of use of the systems, fast access, speed of access and navigation of the systems, training, etc) but also to how to improve quality in e‐learning resources like manuals, an online FAQ, forums, professor support to strengthen the acceptance and e‐learning adoption. Facility conditions, social influence, habit and quality are important constructs that support students’ Learning Management System use intention.

Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0

Service quality is one of the most important factors that increase the use of public transportation, especially in metropolitan cities such as Istanbul. When evaluating service quality in public transportation systems, one of the most important factors is customer satisfaction. The increase in service quality increases the usage of public transport system utilization and it helps to solve many problems such as traffic congestion, air and noise pollution and energy consumption. For this purpose, the SERVQUAL model is extended with two new criteria related to Industry 4.0 and the pandemic to understand and evaluate the service quality of public transport systems. New criteria added into the SERVQUAL model and a novel P-SERVQUAL 4.0 (Pandemic SERVQUAL 4.0) model is presented. The novel service quality evaluation model is constructed as a three level hierarchical structure to evaluate public transport systems during the pandemic. Then, the evaluation model is modeled as a multi criteria decision making problem and a novel AHP (Analytic Hierarchy Process) integrated WASPAS (Weighted Aggregated Sum Product Assessment) under interval valued intuitionistic fuzzy (IVIF) environment methodology is employed. A real case application to evaluate Istanbul public transport systems is presented in this study. The proposed novel model is applied to evaluate the most used public transportation alternatives such as IETT Bus, Metrobus, Tram, Metro and Marmaray, in Istanbul. By the application of P-SERVQUAL 4.0 model; as a result of this study, Marmaray is determined as the best alternative. The proposed methodology can be used by public or private organizations to improve their strategies and operations to adapt Industry 4.0 and prevent the spread of SARS-CoV-2 (COVID-19). Also, the main limitations and the practical and managerial implications of the study are included in the conclusions.

Fuzzy Cloud Evaluation of Service Quality Based on DP-FastText

This study proposes a service quality evaluation model framework which integrates automatic data acquisition, intelligent data processing and real-time data analysis with online comment data as data sources by introducing natural language processing technology based on management methods to break the traditional idea of over-reliance on human resources for service quality evaluation. The framework is mainly divided into text data preparation, fine-grained sentiment analysis and fuzzy cloud evaluation models. Data preparation module is responsible for preparing the initial data, and the fine-grained sentiment analysis module is responsible for pre-training a fine-grained sentiment classification model. The fuzzy cloud evaluation module uses the data obtained from the first two modules to evaluate service quality. By applying the model into catering industry, the feasibility of the model is proved and individuality, efficiency, dynamicity and intelligence of the model give it more advantage in the practice of service quality evaluation

The evaluation index system of non-rigid demand service quality in safety production: based on the whole process

The evaluation index system of non-rigid demand service quality in safety production delineates the production safety-related services that are procured by enterprises from service organizations and are not mandatory by the state. Construction of the evaluation index system of non-rigid demand service quality in safety production is an effective way to improve the quality of the demand service. Based on the INDSERV model and on-site interviews, this study constructs a whole-process safety production non-rigid demand service quality evaluation model, clarifies the evaluation indicators and conducts on-site investigations to verify the effectiveness of the model, and further analyzes the data to determine each evaluation index weight. A safety production non-rigid demand service quality evaluation index and evaluation scale were constructed. Effective exploration was performed on the evaluation index system of non-rigid demand service quality in safety production, which provides a guarantee for promoting the development of the non-rigid demand service market.

Research on Service Quality Evaluation Model of Medical Institutions Based on Dempster-Shafer Evidence Theory— Taking Jiangsu Province, China as an Example

From the perspective of patients and medical insurance agencies, the paper used the fuzzy rough set method to select the indexes and established the service quality evaluation index system of medical institutions. Using Dempster-Shafer evidence theory to synthesize the subjective weights and the objective weights, the combined weights of the evaluation indexes were obtained. Combining grey relational analysis and Dempster-Shafer evidence theory to establish a regional medical service level evaluation model in an asymmetric environment. The model can accurately identify the quality of medical service in various regions. We can compare and analyze the service quality of medical institutions in various regions from different dimensions, and provide a theoretical basis for each region to formulate policies related to the rational allocation of medical resources.

Service Quality Evaluation Method of City Shared Bicycles Based on SERVQUAL Model

Bicycle sharing is an effective way to solve the problem of residents’ last mile travel. Based on the SERVQUAL model. Build a service quality evaluation index system and evaluation model for shared bicycles. Taking Harbin’s bicycle as an example, the quantitative evaluation of the service quality of shared bicycles was carried out, and the existing problems of the service quality of shared bicycles were identified and targeted improvement strategies were proposed. The research results can provide a scientific basis for improving the quality of city shared bicycle services.

A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center

A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center