Service Quality Evaluation Research Articles

Enhancing patient wellbeing through telemedicine services: The impact of cognitive and affective service quality ratings and physicians’ long-term orientation

Enhancing patient wellbeing through telemedicine services: The impact of cognitive and affective service quality ratings and physicians’ long-term orientation

Composition Optimization of Coating Machine Oven Manufacturing Services Based on Improved Sparrow Search Algorithm

Aiming at the problem of the low collaborative efficiency of outsourced processing of coating machine oven parts under the network collaborative manufacturing mode, this paper proposes a composition optimization method for coating machine oven-manufacturing services based on an improved sparrow search algorithm. We establish a framework for the service composition optimization problem on the oven manufacturing service platform; complete an evaluation of the manufacturing service quality of service indicators (QoS) and energy consumption indicators; construct a dual-objective service composition optimization mathematical model considering the QoS and energy consumption indicators; and embed the Tent chaotic mapping, elite reverse learning, and Lévy flight improvement differential evolution strategies into the sparrow search algorithm. We named this algorithm the LCSSA_DE algorithm, using it to solve the mathematical model of the manufacturing service combination problem of coating machine ovens, and obtain the optimal manufacturing service combination recommendation scheme. The experimental results demonstrate that this algorithm can effectively improve the convergence speed compared with the suboptimal multi-objective artificial vulture optimization algorithm (MOAVOA), with the average convergence time improved by 7.26%, avoiding falling into the local optimum during the search, while 69%–77% of the test points are more in line with the preference criteria of the Pareto frontier, and can be adapted to the optimization of the coating machine oven manufacturing service composition optimization problem at different scales.

Evaluating Service Quality of Online Selling Platforms: Consumer Experiences in Haryana

Background and Purpose: This study examines service quality dimensions of online selling platforms to understand their impact on customer satisfaction—a critical factor influencing customer retention, loyalty, and long-term sustainability in the evolving digital commerce landscape. It explores five core service characteristics: tangibility, reliability, responsiveness, assurance, and empathy. The research evaluates user experiences and expectations to identify key factors that drive satisfaction and enhance competitive positioning. Methodology: A structured survey was administered to 600 users of online selling platforms. Participants scored their perceptions of five different service quality dimensions. Quantitative studies were used to discover the correlations between service quality attributes and total customer happiness, as well as the most influential factors determining user experience. Results: The findings show that reliability—consistent performance and on-time delivery—and responsiveness—timely support and good communication—are the most important predictors of customer satisfaction. These observations highlight the importance of trustworthy and timely services in sustaining user confidence and preference. Conclusion and Implications: The study identifies reliability and responsiveness as the major factors of client satisfaction in online selling platforms. Businesses that focus on these qualities can greatly improve service experiences, boost loyalty, and ensure long-term market success. The insights are particularly relevant for platform managers and strategists aiming to adapt to consumer expectations in a fast-paced e-commerce environment.

Empirical analysis of MSMEs tax non-compliance from Islamic outlook

Purpose With the presence of the religiously mandated practice of zakat, there are ongoing debates on whether governments have the right to levy taxes, especially in predominantly Muslim communities. This study aims to explore the moderating effect of Islamic religious outlook (IRO) on relationships between the determinants, such as governance quality (GQ), service quality (SQ), tax penalties (TP),and tax rate (TR), and tax non-compliance (TNC) behaviour. Design/methodology/approach Adopting a cross-sectional design through a quantitative method, the authors collected 341 surveys from micro, small, and medium enterprises (MSMEs) and analysed them using SmartPLS software. Findings Interesting outcomes were obtained from this study. The authors observed that IRO exerts a positive impact on TNC behaviour among MSMEs. Likewise, the economic factor (TP) was positively associated with non-compliance behaviour, whereas TR, SQ and GQ failed to report significant conclusions. With integrating IRO as a moderator into the model, it was revealed that the IRO-moderated interactions of GQ, SQ, TP and TR on TNC behaviour are significant. Practical implications The results offer substantial actionable insights for tax authorities and governments in developing nations, particularly those with a predominantly Muslim population. This study specifically aims to enhance the understanding of the critical determinants that significantly impact taxpayers’ behaviour, aiming to strengthen tax collection. Some policies must be implemented to mitigate non-compliance with tax rules, especially among MSMEs Muslim-majority countries. For instance, tax rebates to those who paid zakat might be an effective way to enhance compliance, whereas regulations need to be reconsidered to avoid potential conflict between zakat and taxes. Originality/value To the best of the authors’ knowledge, this attempt is the first to empirically analyse IRO on whether governments have the right to levy taxes and its moderating role in tax literature. The insights from this study can advance future academic endeavours and also assist in formulating actionable strategies to boost tax funds.

Research on a Two-Dimensional Model of Customer Satisfaction

Background and Aim： Important topics in service management theory research include customer orientation, reducing customer complaints, and pursuing customer satisfaction. The majority of customer satisfaction surveys and analyses overlook the effect of the discrete distribution of each evaluation item on the overall uncertainty of customer satisfaction evaluation, which makes it challenging to provide thorough and accurate information. Currently, customer satisfaction surveys are widely used to quantitatively evaluate service quality. Simultaneously, the quality of service provided by college student apartments will impact social and campus stability, so analyzing satisfaction metrics is crucial. This paper aims to (1) establish a two-dimensional indicator model for customer satisfaction and perceived quality standard deviation, expanding the single dimension into two dimensions, and (2) improve the service of college student apartments to avoid the occurrence of crisis events. Methodology: The study employs a rigorous quantitative approach, supported by theoretical analysis and validated through iterative testing of the questionnaire. This ensures the conceptual model is robust, and the final survey instrument is both reliable and valid for comprehensive data collection. Results: This study identifies current issues, presents the concept of standard deviation based on accepted theories of customer satisfaction and service quality, and summarizes research findings in customer satisfaction, service quality, customer complaints, etc. Customer satisfaction (CS) is the first dimension in a two-dimensional model of customer satisfaction, and perceived quality standard deviation (SD) is the second dimension. For a more thorough assessment of customer satisfaction, a "four-interval" chart is suggested. This study developed a two-dimensional model of customer satisfaction for college student apartments using expert interviews and statistical analysis. This study simultaneously screened and processed the actual survey questionnaire data, developed a data processing program, and proposed a mathematical model. Conclusion: In addition to conducting a correlation analysis between customer satisfaction, quality standard deviation, and the number of student complaints in college student apartments, this study shows how effective a two-dimensional model for customer satisfaction is in these settings.

Evaluation of public bus transport service quality based on circular Pythagorean fuzzy soft Einstein aggregation operators

In this article, we introduce the technique of circular Pythagorean fuzzy soft (CPFS) sets and their reliable properties, such as algebraic optional laws and Einstein operational laws. We further develop the CPFS Einstein weighted averaging (CPFSEWA) operator and the CPFS Einstein weighted geometric (CPFSEWG) operator, highlighting their fundamental properties. Additionally, we integrate the evaluation based on the distance from average solution (EDAS) method with the CPFSEWA and CPFSEWG operators, illustrated through relevant examples. The multi-attribute decision-making (MADM) method is applied using the proposed techniques, enhancing the evaluation process of public bus transport service quality. Specifically, the Dublin Bus 16 route is analyzed, focusing on criteria such as reliability, speed, approachability, directness, and time availability. Our methodology evaluates various alternatives, including the purchase of new buses, relocation of bus stops, changes in timetables, introduction of new bus lines, and improvement in driver training. Finally, we compare the proposed ranking values with those from existing techniques, demonstrating the flexibility and proficiency of the CPFS-based approach. This comprehensive evaluation aims to provide policymakers and operators with robust tools for improving public transport services.

Assessing antenatal care service satisfaction and associated factors among pregnant women at health facilities in East Shewa Zone, Ethiopia: a facility-based cross-sectional study

BackgroundAntenatal care (ANC) is a critical component of maternal health services, playing a vital role in ensuring the well-being of both mothers and their unborn children. Particularly in Ethiopia, where maternal and child health indicators remain concerning, improving the quality of antenatal care is essential for reducing maternal morbidity and mortality rates. Understanding mothers’ satisfaction is vital for enhancing maternal health services and building trust in the healthcare system.ObjectiveThis study aimed to assess Antenatal care service satisfaction and identify associated factors among pregnant women in East Shewa Zone, Ethiopia.MethodsA facility-based cross-sectional study was conducted with 534 pregnant women attending ANC at health facilities. Participants were recruited using stratified sampling, and data were collected through structured face-to-face interviews. Binary logistic regression was employed to identify factors associated with satisfaction, with statistical significance set at p < 0.05.ResultsAmong 534 pregnant women during their first antenatal care (ANC) visit, the overall satisfaction rate was 81.09% (95% CI 77.50%–84.32%). Women with secondary education were 88% less likely to be satisfied (AOR = 0.12), while those with higher education were 96.6% less likely (AOR = 0.034). Ratings of service quality significantly influenced satisfaction, with women rating service as fair and good being five times (AOR = 5.01) and nearly four times (AOR = 3.85) more likely to be satisfied, respectively. Furthermore, ratings of provider knowledge as fair (AOR = 3.81) and good (AOR = 4.05) significantly increased satisfaction. Respect from providers (AOR = 10.34) and involvement in decision-making (AOR = 3.03) also positively influenced satisfaction levels.ConclusionThe study indicates that a significant proportion of pregnant women reported satisfaction during their first antenatal care (ANC) visit, though those with secondary and higher education levels showed lower satisfaction rates. Key predictors of ANC satisfaction included educational status, quality of service, provider knowledge and skills, respect, clarity of explanations, involvement in decision-making, waiting time, helpfulness, and confidentiality. To improve patient satisfaction, healthcare providers should focus on enhancing service quality, ensuring timely care, and fostering respectful interactions, ultimately enriching the ANC experience for women.

Evaluation of Service Quality, Customer Trust, and Perceived Value in Building Customer Loyalty Among Public Transportation Users

This study aims to deeply analyze the impact of service quality, customer trust, and perceived value on customer satisfaction in shaping customer loyalty among users of the Transjakarta public bus service. Using a quantitative research design, this survey targets active Transjakarta users who use the service at least three times a week and are aged 17 and above, residing in the Jakarta area. Data collection is conducted through an online survey using a questionnaire designed with a 6-point Likert scale. A non-probability sampling method will be applied, with a target of at least 250 respondents. For data analysis, Structural Equation Modeling (SEM) will be used with the assistance of AMOS software to provide an in-depth understanding of the relationships between the variables in this study. The research findings are expected to reveal the interconnections between these variables and offer a comprehensive picture of the factors that influence customer loyalty to Transjakarta. The results of this study have both academic relevance and practical value for improving public transportation quality in Jakarta. The recommendations derived will serve as a basis for Transjakarta management to formulate more effective strategies in enhancing service quality, strengthening customer trust, and providing perceived benefits, ultimately creating a safer, more comfortable, and reliable transportation experience.

A multi-dimensional evaluation study of visitor perceptions in suburban parks based on machine learning: a case study of Wuhan garden expo park in Wuhan city

While traditional visitor perception studies rely heavily on questionnaire surveys with limited samples, there is a lack of data-driven approaches that can comprehensively capture and analyze large-scale visitor feedback. This study employs machine learning methods, particularly the Latent Dirichlet Allocation topic model, to analyze large-scale User Generated Content data collected from Xiecheng.com, one of China's largest online review platforms. Based on the case study of Wuhan Garden Expo Park, this research constructing a multi-dimensional evaluation framework for visitor perceptions in suburban parks. Analysis of 3,099 valid reviews identified four main dimensions of visitor perception: service quality and overall evaluation, natural landscape, recreational activities and entertainment, and cultural and educational experiences. The study quantitatively assessed attention and satisfaction levels across these dimensions. Service quality and overall evaluation received the highest attention (36.1%) and high satisfaction (19.19), while natural landscape showed moderate attention (26.8%) and satisfaction (17.74). Recreational activities and entertainment exhibited a “high attention-low satisfaction” pattern, revealing potential improvement. Cultural and educational experiences presented a “low attention-high satisfaction” characteristic, suggesting untapped advantages. These findings validate the multi-dimensional nature of visitor perceptions and highlight suburban parks' unique attributes. The results provide data-driven insights for park management, emphasizing balanced resource allocation and visitor expectation management. This study demonstrates the value of machine learning in tourism research, offering a new methodological perspective for visitor perception studies.

Evaluating service quality in a technology-oriented museum: Empirical insights

This paper evaluates the quality of the services offered by the Museum of Science and Technology, Katerini, Greece. The SERVQUAL model is utilised. Five dimensions of quality are assessed: reliability, assurance, tangible elements, empathy and responsiveness. A total of 204 usable questionnaires were collected from visitors. According to the findings, visitor satisfaction is high. Overall, the visitors’ experience following their visit exceeds their expectations in several dimensions of quality, except for the willingness of staff to serve visitors. The study contributes to the discussion on museum service quality by applying a widely accepted methodology for its measurement. The findings indicate that the use of innovative technologies and systems is the most crucial element to improving quality, followed by the need to provide more information through the website and other media, to address the specific needs of visitors and to offer staff training. This article is also included in The Business &amp; Management Collection which can be accessed at https://hstalks.com/business/.

Evaluation of Service Quality in Public Transportation using A Fuzzy Hybrid Method Based on SERVQUAL Approach: Istanbul Case Study

Evaluation of Service Quality in Public Transportation using A Fuzzy Hybrid Method Based on SERVQUAL Approach: Istanbul Case Study

Psychological first aid for Ukrainian civilians: protocol and reflections on a volunteer international phone-based intervention.

Informal mental healthcare groups often provide telephonic and text-based interventions to support communities affected by natural and man-made disasters. Operating outside formal regulations, these groups offer flexible and innovative care; documenting their practices is crucial for evaluating service quality. This paper presents a protocol of an international, informal Psychological First Aid (PFA) telephone-based initiative and a reflective account from a volunteering therapist. The initiative aimed to support Ukrainian civilians affected by the Russian-Ukrainian war through crisis intervention and resilience-building. Guided by PFA principles, theoretical first aid models, and evidence-based practices, the telephone interventions focused on reducing distress, providing moral support, and restoring functioning. A Russian-speaking therapist assisted 34 Ukrainian civilians, primarily addressing acute stress, anxiety, and panic attacks. Using an autoethnographic approach, this study integrates the therapist's retrospective reflections, cultural context, and professional learning to examine PFA implementation in a crisis setting. Individuals who received telephone-based PFA reported decreased distress and enhanced coping strategies, suggesting effectiveness. The initiative's three-year continuation illustrates its sustainability. The therapist's reflections highlight the importance of professional preparation, shared linguistic and cultural backgrounds, and a sense of purpose in delivering effective support. While limitations include the absence of standardized measures and potential self-selection and volunteer biases, this study demonstrates the feasibility of providing remote psychological first aid to civilians through informal international groups. Critically evaluating practices adopted by these informal organizations is essential for understanding their effectiveness, improving future implementation, and co-creating best practices for crisis intervention and support services that embrace "Care Without Address" models.

From commute to contentment: Evaluating service quality in Lisbon’s rapid transit system through non-solicited user feedback

From commute to contentment: Evaluating service quality in Lisbon’s rapid transit system through non-solicited user feedback

DAMPAK OVERALL SERVICE QUALITY DALAM MENINGKATKAN KEPUASAN PELANGGAN FASHION E-COMMERCE DI INDONESIA

E-commerce or electronic commerce, involves the online buying and selling of goods and services, linking businesses with consumers. This study explores how various elements of fashion e-commerce service quality affect customer perceptions and satisfaction. Higher satisfaction levels in e-commerce often result in increased customer retention. Utilizing the SERVQUAL model, the research evaluated service quality by examining factors related to information and system quality. Surveys were conducted among Indonesian adults from September to October 2024, with data analyzed using SmartPLS 4.0. The results revealed significant correlations between reliability and responsiveness in fashion e-commerce service quality. Additionally, system qualities were strongly linked to overall service excellence. The findings emphasize that perceived service quality is vital for customer satisfaction and their revisit intention. Key factors influencing service quality included reliability, interactivity, and ease of use. To enhance quality perception and foster user trust, e-commerce managers should adopt advanced technologies. The study concludes with suggestions for future research.

An empirical investigation of service quality of intercity rail transit in the Pearl River Delta using AHP-fuzzy comprehensive evaluation

PurposeThis paper aims to study the service quality of intercity rail transit in the Pearl River Delta, improve passengers’ travel experience and promote the sustainable development of intercity rail transit.Design/methodology/approachThis article uses the AHP-fuzzy comprehensive evaluation method to measure the service quality of intercity rail transit in the Pearl River Delta. Firstly, it uses the AHP method to construct a service quality evaluation system for intercity rail transit in the Pearl River Delta. Secondly, based on the service quality evaluation index system for intercity rail transit in the Pearl River Delta, a survey questionnaire is constructed and the fuzzy comprehensive evaluation method is used to measure the service quality of intercity rail transit in the Pearl River Delta.FindingsThe service quality of intercity rail transit in the Pearl River Delta cities is at a level of passenger satisfaction, and the main factors restricting the improvement of the service quality of intercity rail transit in the Pearl River Delta are convenience, economy and service effectiveness.Research limitations/implicationsBecause the research object is the service quality of intercity rail transit in the Pearl River Delta, the research results may not be universal. Therefore, researchers are encouraged to propose further tests.Practical implicationsThis article further deepens the empirical contribution of service quality research theory and methods by studying the service quality of intercity rail transit in the Pearl River Delta. It constructs a research framework for evaluating the service quality of intercity rail transit. This research framework has certain representativeness and scientificity.Social implicationsThe research on the service quality of intercity rail transit in the Pearl River Delta is of great significance in improving its service quality, enhancing passenger experience, promoting sustainable improvement of intercity rail transit, promoting regional economic development and meeting the needs of urban agglomeration development.Originality/valueFirstly, this study provides a new perspective on the quality of rail transit services from a quantitative rather than a qualitative perspective. Secondly, this study enriches and broadens the research topics related to rail transit, exploring the service quality of rail transit from an intercity perspective. Thirdly, our research aims to promote original methods and empirical contributions. Specifically, this study expands the relevant theories of service quality and establishes a comprehensive research framework for evaluating the service quality of intercity rail transit.

Translation, adaptation, and validation of Person-Centered Primary Care Measures for patients in family doctor contract services within mainland China

BackgroundIn the context of China’s health reforms aimed at strengthening primary care through the Family Doctor Contract Service Program, effectively measuring its functional features is paramount. This study seeks to translate, adapt, and validate the Person-Centered Primary Care Measure (PCPCM) for primary care patients enrolled in family doctor contract services in mainland China.MethodsFollowing the guidelines by Sousa and Rojjanasrirat, we translated and adapted the PCPCM into Simplified Chinese and evaluated its psychometric properties. A total of 583 patients enrolled in family doctor contract services from 10 primary care facilities in Shanghai, China, participated in the study. We assessed the structural validity, internal consistency, stability reliability, and criterion validity of the PCPCM-Simplified Chinese version in accordance with the practical guidelines developed by the Core Outcome Measures in Effectiveness Trials (COMET) initiative and the Consensus-based Standards for the Selection of Health Measurement Instruments (COSMIN) initiative.ResultsThe study led to the development of the PCPCM-Simplified Chinese version tailored for patients receiving family doctor contract services (PCPCM-SC-FDCS), specifically designed to address the needs of populations most closely aligned with the concept of “primary care patients” in mainland China. Initial pilot testing prompted refinements to enhance clarity and applicability, particularly for Item 5 (Relationship). Analyses of the refined PCPCM-SC-FDCS, based on a three-point Likert scale, revealed that structural validity, internal consistency, and criterion validity all met the criteria for good measurement properties outlined in the relevant guidelines. However, for test-retest reliability, the intraclass correlation coefficient (ICC) between the first and second surveys was 0.58, which fell short of the recommended threshold of ≥ 0.70.ConclusionsThe PCPCM-SC-FDCS demonstrates satisfactory reliability and strong feasibility as a tool for evaluating the functional features of primary care among Family Doctor Contract Service Program patients in mainland China. Although further testing and refinement are necessary, this instrument offers a feasible and straightforward approach to evaluating service quality, supporting family doctor teams in enhancing primary care delivery.

Investigating the Effect of Service Quality on Customer Behaviour in Courier Service Industry in Lusaka

This study investigated the effect of service quality on customer behavior in Lusaka’s courier service industry. It focused on addressing the problem of customer dissatisfaction and behaviour due to the quality of service in the courier industry with the main aim of the study that was to investigate how service quality affects customer behavior in Lusaka’s courier industry while the primary objectives were to identify key dimensions of service quality that impact customer satisfaction, explore the challenges customers face, and propose strategies for improving customer retention. The study was echoed on the SERVQUAL model, which was developed by Parasuraman, Zeithaml, it was used to evaluate service quality across five key dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Using a mixed-methods approach, the study gathered quantitative and qualitative data from courier service users in Lusaka to gain insights into their experiences and expectations. The sample size was 422 and 84 respondents per town and a total of 13 employees from 5 courier companies were interviewed. Quantitative methods, such as surveys, were employed to gather measurable data on service quality and qualitative method, such as interviews was used to explore courier companies’ representatives. The findings reveal that reliability with 45% of the variation in customer satisfaction, while responsiveness with 55% has a significant impact. This indicates that focusing on enhancing reliability and responsiveness could lead to higher customer satisfaction and loyalty. The study also revealed that 70% of study population use courier services thus timely deliveries, secure handling of parcels, and efficient customer support emerged as essential elements in maintaining customer trust. Despite these obstacles, the study highlighted the potential for growth within Lusaka’s courier service sector through improvements in logistics management, technological adoption, and proactive customer engagement strategies. This can help courier companies to enhance service quality, strengthen customer loyalty, and gain a competitive advantage in the market. This research contributes to both theoretical and practical understandings of service quality’s role in customer behavior, offering a localized perspective for the courier industry in Lusaka. The study’s insights provide a foundation for future research and serve as a practical guide for industry stakeholders seeking to elevate service standards and achieve sustainable growth. Overall, the study promotes better service delivery, business growth, and regulatory improvements in the courier industry.

Analysis of the Influence of Service Innovation and Customer Relationship Management on the Satisfaction of Andalalin Applicants at BPTJ with Service Quality as an Intervening Variable

Background: The approval process for Traffic Impact Analysis (Andalalin) in the Jabodetabek area has been hindered by suboptimal service quality wich results in long processing times at the Greater Jakarta Transportation Management Agency (BPTJ). These inefficiencies stem from a reliance on manual systems and limited digitalization, utilizing only Google Mail for data submission and Zoom for discussions as needed. This lack of a fully integrated system has led to reduced transparency in the licensing process. Addressing these challenges requires an evaluation of service quality, service innovation, and Customer Relationship Management (CRM) to enhance applicant satisfaction.  Materials and Methods: This study employs a quantitative approach with a descriptive research design to analyze the influence of service quality, service innovation, and CRM on the satisfaction of Andalalin applicants. Data were collected through surveys of 294 respondents who applied for Andalalin approval from 2017 to June 2024. A non-probability sampling technique with a saturated sampling method was used. Data analysis was conducted using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach.  Results: The findings indicate that technology-based service innovations and effective CRM strategies significantly improve service quality and applicant satisfaction. The results confirm that a more integrated digital system would enhance efficiency and transparency in the Andalalin approval process.  Conclusion: Implementing digital innovations and strengthening applicant relationships are crucial for optimizing the Andalalin approval process. It is recommended that BPTJ develop a comprehensive digital system to improve service effectiveness and overall applicant satisfaction in the Jabodetabek region.

A grey-CoCoSo-based approach for service quality evaluation of health-care units

Purpose Like all other service industries, evaluation of service quality in health-care units is a complex decision-making task involving multiple stakeholder groups with varying interest, conflicting qualitative criteria and competing health-care units. The past researchers have already attempted to solve this problem while integrating different uncertainty models with various multi-criteria decision-making (MCDM) tools. This paper aims to propose application of an MCDM method for evaluating service quality of health-care units in uncertain environment. Design/methodology/approach This paper presents application of an integrated approach combining grey numbers with combined compromise solution (G-CoCoSo) method for appraising service quality of six Urban Primary Health Centers (UPHCs) in Kolkata, India, based on the opinions of three different stakeholder groups (health-care service recipients, medical officers and health-care administrators) against six subjective criteria (tangibles, responsiveness, service, assurance, empathy and hygiene). A sensitivity analysis is also performed to investigate the effect of varying values of λ on the ranking performance of G-CoCoSo method. Findings Based on the collective judgments of the three stakeholder groups expressed in grey numbers, “tangibles” is identified as the most important criterion, followed by “responsiveness”. On the other hand, “assurance” criterion has the least importance. The G-CoCoSo method singles out H3 as the best UPHC, followed by H1. On the contrary, H5 appears as the worst performing UPHC. The results of sensitivity analysis prove that this integrated method is insensitive to changing values of λ. Similarly, a comparative study against other grey integrated state-of-the-art MCDM methods validates its solution accuracy. Originality/value To the best of the authors’ knowledge, G-CoCoSo is used for the first time in this paper to solve a health-care service quality evaluation problem demonstrating satisfactory results. It would assist both the health-care professionals and patients in identifying the relative strengths and weaknesses of each of the UPHCs under consideration.

Evaluating the performance of sentiment analysis in the Airbnb market

ABSTRACT In this paper, we compare the performance of sentiment scores with traditional online ratings, applying statistical and econometric methodologies to strengthen previous literature. Using data from the vacation rental market (Airbnb) in Madrid, Spain, we find that sentiment analysis captures a richer spectrum of negative, neutral, and positive information embedded in customer reviews, emphasizing the key role of subjectivity for positive comments. Additionally, we test new research hypotheses by examining the influence of demand segments, host-guest communication, locational aspects, and service supply conditions on customer evaluations of service quality. Our findings highlight the need to continue developing contextual sentiment analysis methods to improve the accuracy of opinion analysis for social networks. These results contribute to expand the tourism and hospitality literature.