{"id":"https://openalex.org/W3777729","doi":null,"title":"The quest for quality services: does SERVQUAL perfectly measure the university services?","display_name":"The quest for quality services: does SERVQUAL perfectly measure the university services?","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W3777729","mag":"3777729"},"language":"en","primary_location":{"id":"mag:3777729","doi":null,"is_oa":false,"landing_page_url":"http://irep.iium.edu.my/25603/","pdf_url":null,"source":{"id":"https://openalex.org/S4306472703","display_name":"IIUM Press eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"IIUM Press eBooks","raw_type":null},"volume":null,"type":"book-chapter","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5045695424","display_name":"Musakkid Himphinit","orcid":"https://orcid.org/0009-0001-6265-2413","observed_orcids":["https://orcid.org/0009-0001-6265-2413"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Musakkid Himphinit","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5076421569","display_name":"Hairuddin Mohd Ali","orcid":"https://orcid.org/0000-0002-6227-4985","observed_orcids":["https://orcid.org/0000-0002-6227-4985"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Hairuddin Mohd Ali","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-6227-4985","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.00326313,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8899999856948853},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8669999837875366},{"id":"https://openalex.org/keywords/university-services","display_name":"university services","score":0.9729999899864197},{"id":"https://openalex.org/keywords/higher-education-services","display_name":"higher education services","score":0.7649999856948853},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.8420000076293945},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9990000128746033},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.9959999918937683},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9879999756813049},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9309999942779541},{"id":"https://openalex.org/keywords/quality-measurement","display_name":"quality measurement","score":0.4519999921321869}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.9243554472923279},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.7298833727836609},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5745106339454651},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3588481545448303},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3559812903404236},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3314284086227417},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3265945613384247},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2696042060852051},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.1272103190422058},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.09460529685020447},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.07951152324676514},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.05330967903137207}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:3777729","doi":null,"is_oa":false,"landing_page_url":"http://irep.iium.edu.my/25603/","pdf_url":null,"source":{"id":"https://openalex.org/S4306472703","display_name":"IIUM Press eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"IIUM Press eBooks","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W1184714524","https://openalex.org/W7113711366","https://openalex.org/W2082184042","https://openalex.org/W4399588635","https://openalex.org/W4382283950","https://openalex.org/W2135015332","https://openalex.org/W4242227622","https://openalex.org/W2002207798","https://openalex.org/W2056726992","https://openalex.org/W3191976500"],"abstract_inverted_index":{"A":[0],"brief":[1],"study":[2,18],"on":[3],"service":[4],"quality":[5],"using":[6],"Parasuraman's":[7],"SERVQUAL":[8],"framework":[9],"namely":[10],"tangibles,":[11],"reliability,":[12],"assurance,":[13],"empathy":[14],"and":[15,22],"responsiveness.":[16],"Future":[17],"is":[19],"also":[20],"discussed":[21],"suggested.":[23]},"counts_by_year":[],"updated_date":"2026-09-21T07:43:02.447757","created_date":"2016-06-24T00:00:00"}