service quality

The purpose of this research was to rank Information Technology (IT) dimensions using sustainable development criteria. The present research belongs to the category of applied research in terms of objective and descriptive survey in terms of data collection. To this end, the six dimensions of IT have been ranked according to three areas of sustainable development. Ratings were done using Gray Relational Analysis (GRA) through the GRAY RELATION software. It is worth noting that the statistical population included all managers of executive organizations in the northwest provinces of Iran. The result of using the GRA methodology to rank the IT components through sustainable development dimensions has ranked the six dimensions in terms of scores obtained as follows service quality, information quality, system satisfaction, perceived benefits, system quality, and IT usage.

Purpose: The purpose of this research is to develop a model of the impact of service quality, brand’s social identity and the attachment to the team on the loyalty of Iranian Premier League football team’s fans. Method: This is an applied study of descriptive-correlation type. The statistical population of this study consisted of the fans of the selected Iranian Premiere Football League. A probability clustering method was used for sampling. Azadi football stadium of Tehran, Imam Reza football stadium of Mashhad, Yadegar Imam Football stadium of Tabriz and Naghsh Jahan football stadium of Isfahan were selected and the questionnaires were distributed in the 12th week of the tournament (2018-2019 season) between fans in above named stadiums. 400 questionnaires were distributed equally in four stadiums and finally, 387 full questionnaires were received and this number was considered as a statistical sample of the research. A researcher-made service quality questionnaire, brand’s social identity questionnaire of Boyle and Magnusson (2007), fans’ attachment questionnaire of Yoon, Petrick, & Backman (2017) and fans’ loyalty questionnaire of Tachis and Tzetzis (2015) were used for gathering information. Structural equation model and LISREL software were used to review and test the hypotheses. Results: The result showed that brand’s social identity has a significant positive effect on the attachment and loyalty of fans (P˂ 0.05). The attachment of fans also has a significant positive effect on their loyalty (P˂ 0.05). Conclusions: It is concluded that for enhancing fan's loyalty, managers of football teams should notice to service quality as a key factor.

This study focuses on the consumer experience of telecommunications service quality in Malaysia. Malaysia's penetration rate has gone over 100 percent, meaning that each person in Malaysia has at least one account registered with the telecommunications provider. Telecommunications industry competition is becoming fierce as there is a limited market available to share among the industry players. This study used a quantitative approach, using a questionnaire to collect data through random sampling. One hundred and fifty available respondents received, using SEM-PLS analysis. Results indicate that customers are more concerned with service quality and trust than brand image and price. Brand image and price did not impact consumer loyalty. One of the critical factors is that the facilities and packages provided are approximately the same price ranges for almost similar coverage areas. The service provider will use the outcome for their ongoing long-term plan.

Chatbots is a computer software powered by artificial intelligence designed to replicate human interaction. It is also possible to refer to them as digital assistants that comprehend the capacities of humans. The bot interprets the user's intent, then processes their queries and provides prompt responses. Chatbots perform their most crucial role: to analyse and detect the intent of the user's request to extract relevant entities. AI-powered chatbots were introduced to improve operational efficiency, eventually saving organisational costs. This study investigates the role of system and service quality in customer satisfaction in banking services. One hundred forty-five usable data were used for analysis. Data were analysed using the Smart PLS. The results revealed that response time, usability, adaptability, empathy and responsiveness were insignificant for customer satisfaction. The result is important as it gave the insight point of customers with regards to the new services. Business organisations may need to introduce chatbots and perhaps make some improvements from time to time to provide better services.

This research aims to evaluate the effect of consumer traits, service quality, perception-based factors, customer satisfaction, and e-trust on electronic brand love and e-loyalty. In this study, a cross-sectional survey is conducted based on the questionnaire method to collect data from a sample of 300 customers of the Digikala Website in Isfahan, Iran. Structural equation modeling (SEM) is used to test the research hypotheses. According to the results, the service quality, consumer traits, and perception-based factors significantly affected customer satisfaction. Also, e-brand love had a significant impact on e-trust and e-loyalty; e-trust significantly affected e-brand love and e-loyalty, and e-brand love had a significant impact on e-loyalty. To the best of the authors’ knowledge, this research stands among the first to evaluate the factors affecting electronic brand love and loyalty. The evaluation of brand love on loyalty demonstrated that the greater the amount of love and fascination with a brand, the higher the positive effect on consumer loyalty. Overall, managers are recommended to do their best to eliminate misunderstandings and create an interest in consumers, ultimately leading to greater customer loyalty. Managers should pay more attention to brand experience dimensions, such as sensory marketing. In this regard, creating a brand community by e-retailers is very helpful.

The purpose of this study was to develop a scale for measuring the service quality in sport scientific journals. A mixed approach was conducted to fulfill the research objectives. In qualitative phase 15 sport paper writer were interviewed and in quantitative phase, 357 sport researchers were studied through systematic random sampling. The face and content validity of the scale was confirmed by 15 experts and the final questionnaire of the scientific journals service quality was provided to 29 subjects. 26 items were ranked in five factors (accountability speed, executive structure, trustworthiness, employees and updating) based on exploratory factor analysis with orthogonal rotation. Cronbach's alpha, KMO, Bartlett Test and confirmatory factor analysis were used by SPSS and LISREL for data analysis. It is worth noting that the results of confirmatory factor analysis and Cronbach's alpha coefficient (0.91) supported the five-factor structure of JourQual scale and confirmed its validity and reliability.

Introduction: In the last decade, Six Sigma has emerged as a systematic and powerful approach to improving the quality of health care and controlling costs. The purpose of this article is to determine the effect of Six Sigma strategy management on improving the quality of information services in the Children's Medical Center Hospital. Research Method: The methodology of the present study, which is an applied study in terms of purpose, is a descriptive correlational survey. The statistical population of this study consists of all managers, supervisors and experts of the Children's Medical Center Hospital, whose number is 149 people. Cochran's formula has been used to determine the sample size, which according to the statistical population is 94 people. The method of selecting statistical samples is simple random sampling according to the subject and nature of the research. The required data were collected using a standard questionnaire and the data were analyzed using regression analysis through SPSS 23 software. Findings: Research findings showed that fact-based management can account for 26% of changes in the quality of information services, management of resource providers can account for 38% of changes in the quality of information services and management based on facts and information Predict 39% of changes in the quality of information services. Conclusion: Six Sigma is a systematic and statistical approach that aims to identify the shortcomings of process performance and reduce the error of those work and clinical processes that are performed with long time, high cost and poor outcome.

The present research examines the benefits of implementing knowledge management (KM) principles in the Jordanian banking sector to enhance performance. The study emphasizes the significance of Artificial Intelligence (AI) and how Jordanian banks utilize it to improve the quality of customer service they provide. This study targets managers at all levels and focuses on the Jordanian banking sector as its research environment. A questionnaire is created to gather information from a random sample to achieve the research's objectives. The study involves a sample of 250 managers. Additionally, the research adopts a descriptive methodology, and SPSS is used to analyze the data. The statistical findings provide robust evidence for the importance of performance expectations, social influence, and perceived risk in influencing consumer intentions. Marketers and decision-makers within the banking industry can leverage these insights to shape their long-term strategies for effectively utilizing and maximizing AI technology in the banking sector. Furthermore, by providing policymakers and practitioners of Jordanian commercial banks with insight into the variables influencing user satisfaction, the findings will help these complex institutions operate more effectively.