Karen Kueh

Swinburne University of Technology · Faculty of Business & Design(Sarawak)

Purpose – This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale). Design/methodology/approach – The survey research involved qualitative and quantitative approaches in the scale development process....

This paper presents the development of a measurement index called HospiSE Index. The proposed index is developed based on an empirical research of employee-perceived culture of service excellence for hospitals in Malaysia. The qualitative and quantitative techniques were employment. Focus Groups were conducted, then a nation-wide mail survey (more...

This paper presents the development of a measurement index called WebServ Index. The proposed index is developed based on an empirical research of visitor-perceived website service quality for Malaysian corporate websites. The survey data were collected using structure questionnaire from the respondents, assessing the randomly selected websites of...

Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper...

A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to...

Purpose The main purpose of this paper is to examine the influence of individual‐level cultural dimensions on Generation Y consumers' expectations of service quality. Design/methodology/approach Service quality and individual‐level cultural values were measured using existing scales from the literature. Factor analysis was conducted to verify the...

Much research has focused on identifying the dimensions of service quality based on the assumption that each dimension contributes equally to customer satisfaction and dissatisfaction. Limited study has been done to investigate whether separate factors may act as satisfiers and dissatisfiers. This paper examines the issue using a sample of critical...