Assessing the Gap Between Women's Expectations and Perceptions of the Quality of Intrapartum Care in Jordan: A Two-Stage Study Using the SERVQUAL Model.

INTRODUCTION: Although Jordan has made significant progress toward expanding the utilization of facility-based intrapartum care, prior research highlights that poor service quality is still persistent. This study aimed to identify quality gaps between women's expectations and perceptions of the actual intrapartum care received, while exploring the contributing factors. METHODS: Utilizing a pre-post design, quality gaps in intrapartum care were assessed among 959 women pre- and postchildbirth at a prominent tertiary hospital in northern Jordan. Data were gathered using the SERVQUAL scale, measuring service quality across reliability, responsiveness, tangibles, assurance, and empathy dimensions. RESULTS: The overall mean gap score between women's expectations and perceptions of the quality of intrapartum care was -0.60 (±0.56). The lowest and highest mean gap scores were found to be related to tangibles and assurance dimensions, -0.24 (±0.39) and -0.88 (±0.35), respectively. Significant negative quality gaps were identified in the dimensions of assurance, empathy, and responsiveness, as well as overall service quality (p < 0.001). The MLR analyses highlighted education (ß = 0.61), mode of birth (ß = -0.60), admission timing (ß = -0.41), continuity of midwifery care (ß = -0.43), physician's gender (ß = -0.62), active labour duration (ß = 0.37), and pain management (ß = -0.33) to be the key determinants of the overall quality gap in intrapartum care. CONCLUSION: Our findings underscore the importance of fostering a labour environment that prioritizes enhancing caregivers' empathetic, reassuring, and responsive skills to minimize service quality gaps and enhance the overall childbirth experience for women in Jordan. PATIENT OR PUBLIC CONTRIBUTION: This paper is a collaborative effort involving women with lived experiences of childbirth, midwives, and obstetrics and gynaecologist physicians. The original idea, conceptualization, data generation, and coproduction, including manuscript editing, were shaped by the valuable contributions of stakeholders with unique perspectives on intrapartum care in Jordan.

Service Quality and Related Factors in Primary Health Care Services: A Cross-Sectional Study.

Primary health care services aim to prevent diseases and improve health efficiently and effectively. This study measures perceived service quality in a primary healthcare organization and examines the effect of personality traits on service quality. The cross-sectional study population comprised individuals over the age of 18 who applied to the Bingöl Central Community Health Centre. A total of 460 participants were included in the study between November 2018 and March 2019. The participants completed a face-to-face questionnaire that included socio-demographic characteristics, the SERVQUAL Scale, and an abbreviated form of the revised Eysenck Personality Questionnaire. This study is based on doctoral research in public health. The study found median values for personality trait sub-dimensions as follows: neuroticism: 2, psychoticism: 2.65, extraversion: 4, and lying: 5. The SERVQUAL Score was -0.02. The study revealed that the quality of primary health care services did not meet the participants' expectations. The study findings also indicated that age, educational attainment, and extraverted and psychotic personality traits were significantly associated with the satisfaction of service quality expectations (p < 0.05). It is recommended to provide primary health care services in facilities with good physical characteristics, with sufficient and competent health personnel, and in a timely and accurate manner to improve service quality.

Exploring Consumers' Negative Electronic Word-of-Mouth of 5 Military Hospitals in Taiwan Through SERVQUAL and Flower of Services: Web Scraping Analysis.

BACKGROUND: In recent years, with the widespread use of the internet, the influence of electronic word-of-mouth (eWOM) has been increasingly recognized, particularly the significance of negative eWOM, which has surpassed positive eWOM in importance. Such reviews play a pivotal role in research related to service industry management, particularly in intangible service sectors such as hospitals, where they have become a reference point for improving service quality. OBJECTIVE: This study comprehensively collected negative eWOM from 5 military hospitals in Taiwan that were at or above the level of regional teaching hospitals. It aimed to investigate service quality issues before and after the pandemic. The findings provide important references for formulating strategies to improve service quality. METHODS: In this study, we used web scraping techniques to gather 1259 valid negative eWOM, covering the period from the inception of the first review to December 31, 2022. These reviews were categorized using content analysis based on the modified Parasuraman, Zeithaml, and Berry service quality (PZB SERVQUAL) scale and Flower of Services. Statistical data analysis was conducted to investigate the performance of service quality. RESULTS: The annual count of negative reviews for each hospital has exhibited a consistent upward trajectory over the years, with a more pronounced increase following the onset of the pandemic. In the analysis, among the 5 dimensions of PZB SERVQUAL framework, the "Assurance" dimension yielded the least favorable results, registering a negative review rate as high as 58.3%. Closely trailing, the "Responsiveness" dimension recorded a negative review rate of 34.2%. When evaluating the service process, the subitem "In Service: Diagnosis/Examination/Medical/Hospitalization" exhibited the least satisfactory performance, with a negative review rate of 46.2%. This was followed by the subitem "In Service: Pre-diagnosis Waiting," which had a negative review rate of 20.2%. To evaluate the average scores of negative reviews before and during the onset of the COVID-19 pandemic, independent sample t tests (2-tailed) were used. The analysis revealed statistically significant differences (P<.001). Furthermore, an ANOVA was conducted to investigate whether the length of the negative reviews impacted their ratings, which also showed significant differences (P=.01). CONCLUSIONS: Before and during the pandemic, there were significant differences in evaluating hospital services, and a higher word count in negative reviews indicated greater dissatisfaction with the service. Therefore, it is recommended that hospitals establish more comprehensive service quality management mechanisms, carefully respond to negative reviews, and categorize significant service deficiencies as critical events to prevent a decrease in overall service quality. Furthermore, during the service process, customers are particularly concerned about the attitude and responsiveness of health care personnel in the treatment process. Therefore, hospitals should enhance training and management in this area.

Quality of health service in the local government authorities in Tanzania: a perspective of the healthcare seekers from Dodoma City and Bahi District councils.

BACKGROUND: Improvement and access to quality healthcare are a global agenda. Sustainable Development Goal (SDG-3) is committed to ensuring good health and well-being of the people by 2030. However, this commitment heavily depends on joint efforts by local authorities and the immediate service providers to communities. This paper is set to inform the status of health service provision in local authorities in Tanzania using the determinants for quality health services in Dodoma City and Bahi District. METHODS: A cross-sectional research design was employed to collect data from 400 households in the Local Government Authorities. The five-service quality (SERVQUAL) dimensions of Parasuraman were adopted to gauge the quality of service in public healthcare facilities. Descriptive statistics were used to compute the frequency and mean of the demographic information and the quality of health services, respectively. A binary logistic regression model was used to establish the influence of the demographic dimensions on the quality of health services. FINDINGS: The findings revealed that quality health services have not been realised for healthcare seekers. Further, the area of residence, education, and occupation are significantly associated with the perceived quality of health service delivery in the Local Government Authorities. CONCLUSION: The healthcare facilities under the LGAs offer services whose quality is below the healthcare seekers' expectations. The study recommends that the Local Government Authorities in Tanzania strengthen the monitoring and evaluation of health service delivery in public healthcare facilities.

Investigating the level of satisfaction of policyholders with supplementary health insurance in Iran.

The importance of customer satisfaction in business prosperity is undeniable, so many organizations consider customer satisfaction as the main driver of their business growth and try to keep their customers satisfied. The business market has never been so competitive in most areas. This is the reason why things like customer experience and customer loyalty are more and more important and are considered an indicator to measure the success of the business. Based on this, in this research, we will examine the level of satisfaction of insurance policyholders with supplementary health insurance services in Iran using the SERVQUAL model. This model is one of the most common models used in the field of quality assessment in the service sector. The method of conducting this research is a descriptive survey. The sampling method in the current research is simply random the statistical population is insurance policyholders and the sample number is 686 people from the society. The findings of the current research showed that there is a negative and significant gap in all dimensions of service quality.

Measuring Patient's Expectations and Realisations Using SERVQUAL: A Review of Oncology Services in Punjab, India.

OBJECTIVE: It is commonly observed that patients hold certain expectations from hospitals and subsequently feel different levels of satisfaction/realisation after getting treatment from healthcare providers. The present study is focused on examining the pre-hospitalization expectations of cancer patients, as well as their experiences (realisation) with healthcare delivery services. The study also investigated the factors that impact the satisfaction levels of individuals with cancer by utilizing an adapted measurement scale of SERVQUAL. METHODS: A sample of 202 individuals diagnosed with cancer were interviewed. Care was taken to ensure that only those patients who had completed all the requisite treatment procedures were selected for the interviews. All regions of state of Punjab in India, have been included for information. RESULT: The research revealed a notable disparity between the pre-hospitalization expectations of cancer patients regarding the healthcare provisions and the actual delivery (realisation) of such services and the mean difference observed was -1.44. When the difference between expectations and outcomes was observed for the COVID period, the margin widened and the mean difference increased to -2.02. The study also identified six factors that can be utilised to assess patient satisfaction in the Punjab region. CONCLUSION: The study is distinctive in its approach as there is a dearth of research conducted in measuring the level of satisfaction of cancer patients in Punjab state of India. The findings of this study will facilitate cancer hospitals in devising policies that are grounded on the factors that have been identified. Additionally, it will facilitate policymakers in assessing the disparity between the anticipated medical care and the actual medical care that was administered to the patient.

Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia.

This paper reports the empirical findings of experience attributes and service quality dimensions of peer-to-peer accommodation (P2P) in Malaysia. Data collection was conducted using in-depth interviews, which involved 10 P2P accommodation hosts and 15 P2P accommodation guests. Thematic analysis of the data guided by the concepts of service experience and service quality, revealed that P2P accommodation has four experience dimensions (property/accommodation, hosts, local people/culture, and location) and seven service quality dimensions (home facilities, personal advice, helpfulness, feeling welcome, responsiveness, reliability, and caring). These dimensions differentiate P2P accommodation from other types of accommodation, such as hotels, and are different from those of the SERVQUAL model. Subsequently, a new model, P2PSERVQUAL, is proposed for peer-to-peer accommodation. The findings add to the tourism and hospitality literature on experience attributes and service quality, with implications for the marketing and management of P2P accommodation.

Exploring the perceptions of radiographers pertaining to the provision of quality radiological services in Zimbabwe.

INTRODUCTION: Radiology is part of the service industry; therefore, there is a need to understand quality and its associated factors. The cost of poor service quality is a loss of competitive advantage, increased litigation, misdiagnosis, unnecessary radiation exposure, and patient mortality. There has been little research into the factors influencing the quality of radiological services in Zimbabwe. This work, therefore, aimed to explore the radiographer's perceptions of the factors that affect the quality of radiological services at central hospitals in the Harare Metropolitan Province. METHODS: A qualitative, explorative study applying the SERVQUAL model was carried out. One-on-one interviews with 10 purposively sampled radiographers employed at central hospitals in the Harare Metropolitan Province were conducted. The data were managed by Nvivo 12 (QSR International) and analyzed by framework analysis. RESULTS: Radiographer's perceptions of the factors that affect the quality of radiological services were categorized by five themes namely; i. Tangibles - the physical appearance of the radiology department and facilities, ii. Reliability and dependability - the ability to perform the promised service dependably and accurately, iii. Responsiveness - the willingness to help patients and provide prompt service, iv. Assurance - the knowledge and courtesy of radiology staff and their ability to inspire trust and confidence, and v. Empathy - caring, the individualized attention the radiology department provides to its patients. CONCLUSION: Economically viable, well-designed national strategies are needed to prioritize and fund radiology in Zimbabwe and other resource-constrained settings. Recognition of acquired specialist skills by radiographers to halt the exodus and training of radiologists, radiology nurses, medical physicists, and biomedical engineers by local institutions will go a long way in improving the quality of radiological services.

Understanding service quality concerns from public discourse in Indonesia state electric company.

Indonesia State Electricity Company (PLN) has transformed its business process into a more modern practice with the intention of boosting efficiency and enhancing service quality. In the digital economy space, customer expectation is more complex, influenced by the network effect and public opinion. Facing these facts, it is imperative for PLN to be able to listen to its customers' voices using publicly available social media channels. Understanding and acting upon large-scale opinions and conversations is a nontrivial task. To filter large-scale data, we employ Natural Language Processing (NLP) methodology called Latent Dirichlet Allocation (LDA) to find the dominant topics in public discourse. It is followed by UTAUT2 model implementation to further clarify the most critical issues found. Finally, this study modified the e-ServQual and e-RecServQual methodologies to propose the best and most personalized solution for each issue. By using the proposed approach, PLN could accelerate the implementation of data-driven decision-making and induce sustainability.

Evaluating quality of contraceptive counseling using SERVQUAL model: A cross-sectional study in southern Ethiopia, 2021.

BACKGROUND: Providing quality contraceptive counseling services is essential to support mothers in using modern contraceptives that meet their needs. However, the quality of service provision has not been evaluated in a study setting. OBJECTIVE: This study aimed to assess the quality of contraceptive counseling using a service quality model in southern Ethiopia. DESIGN: A facility-based cross-section study was conducted. METHODS: The study was conducted from 15 May to 15 June 2021 at the public health facilities of Boloso Bombe Woreda in southern Ethiopia. In total, 391 clients were included using systematic sampling techniques. Data were collected using a structured service quality questionnaire, entered into EPI data version 3.1, and analyzed using SPSS version 25 for data analysis. The significant difference and correlation between the mean of a client's perception and expectation were determined using the Wilcoxon's sign test. The correlation between sociodemographic characteristics and the quality of counseling was tested using the Friedman's test. A p value of <0.05 was taken as the criterion for statistical significance. Finally, the result was presented in a table and pie chart. RESULTS: The study participants included 391 women of childbearing age attending family planning clinics, with a 96.6% response rate. Overall, the quality of advice was found to be low. Respondents' ages (p < 0.001, χ2 = 385.00), number of living children (p < 0.001, χ2 = 381.04), marital status (p < 0.001, χ2 = 359.60), type of contraceptive method (p < 0.001, χ2 = 379.61), user type (p < 0.001, χ2 = 368.59), occupations (p < 0.001, χ2 = 379.00), and educational status (p < 0.001, χ2 = 371), 20) were statistically associated with the quality of counseling service. CONCLUSION: In all health facilities, the quality of contraceptive counseling services was low. Family planning users had high expectations of the contraceptive counseling service compared to that which they received.

Research on the service quality of emergency medical language services during major unexpected public health events.

Introduction: Emergency Medical Language Services (EMLS) have played a crucial role in the COVID-19 pandemic. Research on the quality and its influencing factors of EMLS is necessary. Methods: This study used the SERvice QUALity (SERVQUAL) model to determine factors affecting the quality of EMLS during the pandemic. An online questionnaire was completed by 206 participants who received the service in 2021-2022. Structural Equation Modeling (SEM) indicated that the service provider and service process significantly influenced the Service Results. Results: In the service process, the evaluation of service content and responsiveness were highly correlated, and both factors significantly affected user satisfaction. In the service provider, tangibility and reliability were highly correlated. The key factors for user willingness to recommend the service were service content and tangibility. Discussion: Based on the results of the data analysis, it can be inferred that EMLS should be improved and upgraded in terms of service organization, talent cultivation, and service channel expansion. To enhance service organization, an emergency medical language team should establish a close collaboration with local medical institutions and government departments, and an EMLS center should be established with the support of hospitals, government, or civil organizations.

Identification of critical quality factors and critical satisfaction gaps in emergency training courses for new nurses by the multi-criteria network structure model.

OBJECTIVE: To identify critical quality factors and critical satisfaction gaps in emergency training courses for new nurses through a systematic decision-making model. METHODS: Firstly, the service quality (SERVQUAL) was used in the evaluation index system of this study. Then, the decision-making trial and evaluation laboratory (DEMATEL) method was used to analyze the relationship structure and the corresponding weights between the indicators. Finally, the importance-performance analysis (IPA) method was used to identify the categories of all indicators and the corresponding strategic directions. Fifteen new nurses in Taizhou Hospital of Zhejiang Province were selected as participants in this study. RESULTS: The IPA results showed that "(C13)," "(C22)," "(C52)," "(C53)," "(C54)," "(C55)," "(C56),"and "(C57)" are critical satisfaction gaps. From the results of influence network and weight, empathy (C5) was the critical quality factor of the entire training course. The influence network relationship structure and weight had a 98.1% significant confidence level, indicating good stability. CONCLUSION: Teachers' empathy is key to the learning outcomes of new nurses in emergency nursing training courses. Hence, teachers should be attentive to the empathetic quality of their teaching methods to help new nurses gain knowledge and experience in emergency care, especially when they come from different professions and departments.

Determination of factors affecting customer satisfaction towards "maynilad" water utility company: A structural equation modeling-deep learning neural network hybrid approach.

The Maynilad Water Services Inc. (MWSI) is responsible for supplying water to the west zone of Metro Manila. The utility provides service to 17 cities and municipalities which frequently experience water interruptions and price hikes. This study aimed to identify the key factors affecting customer satisfaction toward MWSI by integrating the SERVQUAL dimensions and Expectation Confirmation Theory (ECT). An online questionnaire was disseminated to 725 MWSI customers using the snowball sampling method to obtain accurate data. Ten latent were analyzed using Structural Equation Modeling and Deep Learning Neural Network hybrid. It was found that Assurance, Tangibles, Empathy, Expectations, Confirmation, Performance, and Water consumption were all factors affecting MWSI customers' satisfaction. Results showed that having an affordable water service, providing accurate water bills, on-time completion of repairs and installations, intermittent water interruptions and professional employees contribute to the general satisfaction. MWSI officials may utilize this study's findings to assess further the quality of their services and design effective policies to improve. The employment of DLNN and SEM hybrid showed promising results when employed in human behavior. Thus, the results of this study would be beneficial when examining satisfaction to utilities and policies among service providers in different countries. Moreover, this study could be extended and applied among other customer and service-focused industries worldwide.

Building trust through quality of service mediated with satisfaction to acceptors of family planning in the province of South Kalimantan.

This study aims to analyze the effect of service quality on the satisfaction of Long-Term Contraception Method family planning acceptors, analyze the effect of family planning service quality on the trust of Long-Term Contraception Method family planning acceptors, analyzing the effect of acceptor satisfaction on trust, and analyzing the effect of service quality on trust which is mediated by the satisfaction of couples of Long-Term Contraception Method acceptors. So that it can be a reference in making future family planning programs so that it is right on target and can control the rate of population growth. This study uses a quantitative approach, namely research that emphasizes analysis of numerical data obtained by statistical methods to test hypotheses so that the significance of the relationship between the variables studied is obtained. The number of samples in this study was 120 respondents in data collection using multistage sampling and simple random sampling techniques, data analysis techniques using path analysis using the SEM-PLS program. The results showed that the variable quality of family planning officers had a positive and significant effect on the satisfaction of family planning acceptors, the variable of service quality of family planning officers had a positive and significant effect on the trust of family planning acceptors, the variable of satisfaction with family planning acceptors had a positive and significant effect on the trust of family planning acceptors, and the variable of service quality of family planning officers. positive and significant effect on the trust of family planning acceptors mediated by the satisfaction of family planning acceptors using Long-Term Contraception Method.

The role of perceived service quality and price competitiveness on consumer patronage of and intentions towards community pharmacies.

BACKGROUND: When consumers choose a service provider, they trade-off their perceptions of service quality with their perceptions of the cost of engaging with the service provider. For community pharmacy owners and managers, it is important to understand the relative impact on loyalty of providing the extra resources to improve service quality versus forsaking gross profit by discounting prices. The aim of this study was to explore the relative effects of consumers' perceptions of service quality (pSQ) and price competitiveness (pPC) on patronage loyalty (patronage history of the rated pharmacy), patronage disloyalty (patronage history at other pharmacies) and loyalty intentions. METHODS: This was a cross-sectional study conducted within Australia using an online survey administered to members of a consumer marketing panel. Eligible participants were adults taking 2 or more prescription medicines and had attended a community pharmacy within the past 4 weeks. Participants were asked to rate the pharmacy they had last visited, self-report patronage history of that and other pharmacies and report the brand of pharmacy visited. Previously validated scales were used for consumers' perceptions of service quality (pSQ) and loyalty intentions. New scales were developed for pPC and self-reported patronage loyalty and disloyalty. Confirmatory Factor Analysis (CFA) was used to validate the measurement model. Structural Equation Modelling (SEM) with robust estimator (EQS) was used to test the relationships between the variables. Sensitivity analysis, in the presence of covariates were performed with multivariate regression analysis with bootstrapping. RESULTS: Surveys were completed by 303 participants. Most consumers had visited the rated pharmacy more often than once monthly and most had visited only 1 or 2 pharmacies in the past 12 months for prescription medicines. Overall, participants rated pSQ, pPC highly and expressed high loyalty intentions. The SEM was a good fit for the data. The model predicted 12%, 15% and 69% of the variation in patronage loyalty and patronage disloyalty and loyalty intentions, respectively. The effect of pSQ on patronage was 0.38 (p < 0.05) for loyalty and -0.38 (p < 0.05) on disloyalty whereas the effect of pPC was marginal. The total effect of pSQ and pPC on loyalty intentions was 0.64 (<0.05) and 0.20 (p < 0.05) and in sensitivity analyses, no other covariate, including pharmacy brand was significant. CONCLUSION: In order to drive loyalty behavior and generate loyalty intentions, providing a high-quality service appears to be far more effective than creating perceptions that the pharmacy has competitive prices. This finding affords a motivation for both discount AND non-discount brand pharmacies to undertake the steps needed to improve service quality.

Assessment of satisfaction with a healthy life center, a new service model.

Background: Healthy Life Centers have recently been added to Turkey's health system as a new service model. Aim: This study aims to determine the level of satisfaction among service receivers with a Healthy Life Center by comparing their expectations at the application stage with their perception after receiving service, via the Servqual service quality measurement model. Subjects and Methods: This descriptive and cross-sectional study was conducted in a Healthy Life Center in Kirklareli City in Turkey. Four hundred and thirty-two participants were included in the survey. In our study, the Servqual scale developed by A. Parasuraman, V. A. Zeithaml, and L. L. Berry and a reliability assessment of the Turkish form performed by Devebakan were used. Results: The Tangibles dimension got the lowest (-0.68 ± 1.04) and the Empathy dimension got the highest (-0.02 ± 0.84) Servqual dimension score among all the dimensions of the scale. The overall Servqual scale score was computed as -0.27 ± 0.63 and there was a statistically significant difference between expectations and perceptions (<0.001). Conclusions: Satisfaction from a healthy life center which is built as a new service model is not at the expected level yet. More studies like this one which is a first in its field in terms of methodology will set the ground for a better understanding of the service receivers' expectations and perceptions. That is how the decision-makers can shape up this new service model according to expectations.

Quality of government secondary school services in regional Bangladesh.

This research investigated the service quality of government secondary schools (GSS) in Bangladesh. A mixed methods research design combining quantitative and qualitative methods was applied for gathering and analyzing data. Quantitative data was collected from 601 randomly selected clients using a structured interview schedule developed based on the five-dimensional SERVQUAL instrument. Qualitative data was obtained through focus group discussions and interviews of students, teachers, headteachers, guardians, assistant school inspectors, and the deputy director of secondary and higher education working in the selected region. Quantitative data were analyzed using descriptive statistics and bivariate analysis, while qualitative data was transcribed and labeled into emerging themes. The study found that the quality of secondary education in the GSSs of the study area failed to meet the demand of the clients in terms of all the quality dimensions of SERVQUAL, where t-values revealed a significant gap between expectation and perception in Tangibles, Responsiveness, Reliability, Assurance and Empathy dimensions. Data from qualitative methods showed that all the stakeholders agreed with the gap in tangibles and empathy dimension claimed by the respondents in the quantitative survey. However, teachers and guardians showed differential opinions regarding the gaps in responsiveness, reliability, and assurance. It was also found that 40% of the respondents were either neutral or dissatisfied with the education service of GSSs. Logistic regression output shows that among the dimensions of SERVQUAL, tangibles, responsiveness, assurance, and empathy can significantly influence a respondent's overall satisfaction with GSS services. One-way ANOVA results show that schools from at least two districts differ significantly in terms of the mean score of overall satisfaction and the perceived mean score of tangibles, responsiveness, reliability, assurance, and empathy dimensions. The schools lack teaching, learning and recreational facilities such as laboratory, library, common room, and sports. The students did not receive individual need-based care for academic performance improvement and did not participate in lesson planning, preferring teaching methods and deciding assessment strategies. The teachers were not sufficiently skilled in delivering intelligible lectures and didn't give time to students outside of formal classes. A sizeable gap in the SERVQUAL dimensions indicates that a comprehensive all-out effort is necessary to improve the service quality of GSSs. Consequently, improving teaching learning facilities, student participation in the lesson plan and deciding on teaching methods, teachers' training in pedagogy, and school-specific quality improvement measures are imperative.

Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines.

This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of 49 questions. Structural equation modeling indicated that Tangibility, Empathy, and Responsiveness were positively related to Service Quality which subsequently led to Customer Expectation, Energy Consumption, and Perceived Performance (PE). In addition, a higher PE was positively related to Confirmation, which eventually led to Customer Satisfaction. It was evident that integrating SERVQUAL and ECT could holistically measure customer satisfaction among electricity service providers.

Is it an opportunity? COVID-19's effect on the green supply chains, and perceived service's quality (SERVQUAL): the moderate effect of big data analytics in the healthcare sector.

This study examines the relationship between uncertainty-fear toward COVID-19, green supply chain management (GSCM), and perceived service quality based on the five dimensions service quality model (SERVQUAL). It also tests the moderating effect of big data analytics (BDA) capabilities. Based on a sample of 300 healthcare managers and customers, we used partial least squares structural equation modeling to analyze the data and test our hypotheses. The empirical results show that the uncertainty-fear toward COVID-19 positively affects GSCM. Also, BDA moderates the relationship between uncertainty-fear toward COVID-19 and GSCM. GSCM positively impacts service quality (empathy, responsiveness, and assurance) but not reliability or tangible items. In addition, GSCM significantly mediates the relationship between uncertainty-fear toward COVID-19 and services' empathy, responsiveness, and assurance. However, it has an insignificant mediation effect regarding reliability and tangible-item dimensions.

Research on express service defect evaluation based on semantic network diagram and SERVQUAL model.

This paper constructs a defect evaluation model of express service, uses the text mining methods of web crawler, SVM (Support Vector Machine) emotion analysis and LDA (Linear Discriminant Analysis) topic model to capture and clean up the online negative comment data of express service, establishes a semantic network diagram, and uses LDA topic model to extract the characteristic words of defect topic. Based on SERVQUAL model, it can classify the subject characteristic words of express service defects from the dimensions of tangibility, reliability, responsiveness, assurance, empathy and economy, etc., calculate the degree value and attention value of express service defects, and establish IPA model for defect mapping and identify the improvement direction. The evaluation model constructed in this paper has reference value for evaluating the defects of service industry and improving service quality. It is found that the "responsiveness" defect is the primary improvement direction, and the reliability, assurance and economy are the secondary improvement defects. Among them, the "responsiveness" defect has five improvement detail defects. The evaluation model constructed in this paper has reference value for evaluating the defects of service industry and improving service quality.