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SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions (originally ten) which are said to represent service quality. SERVQUAL is built on the expectancy–disconfirmation paradigm, which, in simple terms, means that service quality is understood as the ...
The Logistics Performance Index ( LPI) [ 1] is an interactive benchmarking tool created by the World Bank to help countries identify the challenges and opportunities they face in their performance on trade logistics and what they can do to improve their performance. [ 2] It is the combination of the weighted average of the country scores on six ...
360-degree feedback. 360-degree feedback (also known as multi-rater feedback, multi source feedback, or multi source assessment) is a process through which feedback from an employee's subordinates, peers, colleagues, and supervisor (s), as well as a self-evaluation by the employee themselves is gathered. Such feedback can also include, when ...
Microsoft Forms (formerly Office 365 Forms) is an online survey creator, part of Office 365. [ 1] Released by Microsoft in June 2016, Forms allows users to create surveys and quizzes with automatic marking. [ 2] The data can be exported to Microsoft Excel and viewed live using the Present feature. [ 3][ 4]
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products ...
Gap analysis involves determining, documenting and improving the difference between business requirements and current capabilities. Gap analysis naturally flows from benchmarking and from other assessments. Once the general expectation of performance in an industry is understood, it is possible to compare that expectation with the company's ...
End-User Development can be defined as a set of methods, techniques, and tools that allow users of software systems, who are acting as non-professional software developers, at some point to create, modify or extend a software artifact. Ko et al. propose the following definition: [13]
Google Forms is a survey administration software included as part of the free, web-based Google Docs Editors suite offered by Google. The service also includes Google Docs, Google Sheets, Google Slides, Google Drawings, Google Sites, and Google Keep. Google Forms is only available as a web application. The app allows users to create and edit ...