Inland Container Depots (ICDs) are inland multi-modal terminals where goods in intermodal loading units can be transferred directly to seaports. The contribution of ICDs to regions’ economic and social growth is undeniable. To achieve the sustainable development of ICDs, evaluating and improving their service quality is critical. This study aims to investigate the factors contributing to the service quality of ICD in a developing country. The data utilized covers some ICDs in the Red River Delta, Vietnam. Regarding analytic methods, descriptive statistics first were run to show the level of aspects of service quality of ICDs. Subsequently, attitudinal statements were analyzed using exploratory factor analysis before linear regression was applied to recognize the factors influencing the service quality of ICDs. Generally, the service quality of ICDs was evaluated at an acceptable level but far from the high one. The results suggested that the four influential service quality factors included location and accessibility, facilities, process and management, and labor. Based on the findings of contributing factors, managerial implications were proposed.

Public recreation hubs play an important role in enhancing physical activities, social contacts, and the health status of a community. The quality of the experience in such a setting influences user satisfaction and dedication; however, there are limited studies that can adapt well-advanced conceptual frameworks to capture unique characteristics of the public recreation feature. This study investigates user expectations and perceptions of service quality within public recreation hubs in Gauteng Province, South Africa. Data collection was obtained through a cross-section of 385 respondents using a SERVQUAL instrument from 22 recreational hubs. Various statistical analyses were performed, of which the EFA produced a nine-factor solution and not the customary five SERVQUAL dimensions. Important findings include the emergence of an intersection of the constructs of empathy and assurance, thereby suggesting that the dimensions are perceived as connected in the context of relational services. In addition, program quality and community engagement came out as two other important dimensions, representing the expectation for pluralism in provision, or inclusiveness and participation. Demographic differences were significant, gender differences existed in the perception of tangibles and reliability. It provides useful recommendations for managers of recreational hubs and policymakers. It could improve tangible factors with standard maintenance activities, improved infrastructure, and coordinated operational routines that improve its reliability. Targeted training among the staff for empathy and reassurance, and programming targeted to meet demographic needs, can be helpful in serving the various needs. Community building strategies, such as participatory planning and outreach programs, help make the people who feel included in them and loyal to facilities stay. It will not only help in offering better service delivery but also ensure that facilities within such public recreation hubs last long. This work contributes to service quality theory because it applies the SERVQUAL framework in a community-based recreational environment and shows its practical benefit in service delivery improvement of public services. Further work should adopt longitudinal methods and multi-regional analyses in the development and refinement of such findings to enhance generalisability across settings. Results have important implications for the development of user-focused, sustainable public recreation services compatible with changing community needs.

The purpose of this study is to determine the relationship between the exogenous variables (administrative support, career placement & employability, academic staff support, institutional factors, and information systems) as service delivery quality dimensions with satisfaction and moderating variable (academic and social integration) between endogenous variables (satisfaction and retention) among undergraduate students from Malaysian private higher education institutions. In order to accomplish the objectives proposed with hypotheses, a model reflecting the relationship between service delivery quality dimensions and satisfaction moderated by academic and social integration towards retention is applied. This empirical study focused on probability-stratified random sampling with a final sample size of 309 students. This study achieved statistically significant positive results by emphasizing academic and social integration as a moderating variable to achieve student retention by linking Perceived Performance Theory and Tinto’s Interactionist Theory from satisfaction to retention. Evaluation of the structural model on the coefficient of determination for the model’s predictive accuracy in this study produced an R² = 0.85 for satisfaction, suggesting nearly 85% of the variance in endogenous latent construct satisfaction is explained by all the service delivery quality dimensions linked to it. As for retention produced R² = 0.74, suggesting nearly 74% of the variance in endogenous latent construct retention is explained by all the service delivery quality dimensions linked together with satisfaction and academic and social integration as moderator. The model has a substantial effect with 0.76 in the Goodness-of-Fit index, indicating that the model has better explaining power.

This study aims to determine the level of satisfaction of business actors with halal certification services by the Halal Product Assurance Organizing Agency (BPJPH), the only Indonesian government-owned agency for halal certification. This study uses a mixed method (quantitative-qualitative), with data collected using questionnaires involving 2367 respondents. The overall quality of certification services was evaluated using key dimensions from the perspective of the Service Quality Model (SERVQUAL), such as (1) certification requirements, (2) information and procedures, (3) completion time, (4) costs/tariffs, (5) service products, (6) competencies of executors, (7) executor behavior, (8) complaint handling, and (9) suggestions and inputs. Data were analyzed using descriptive analysis and the analysis of the weighted average of each dimension of satisfaction with the quality of public services. This study revealed that the overall satisfaction level of business actors was 84.86 (0–100). Among the nine indicators measured, eight fall within the “good” category (above 80.19); one indicator, i.e., the processing time of halal certification, was rated unsatisfactory (76.45); and none was classified as “very good.” The service gap between business actors’ expectations and BPJPH’s service delivery indicates the need to improve halal certification services. These include improvement in completion time, the executive’s behavior, costs, infrastructure, and information and procedures to streamline the certification process. The application of the SERVQUAL model in assessing halal certification standards in this study highlights the specific dimensions of service quality and the performance gaps, suggesting the need for continuous improvement to meet customer expectations effectively. This study examines halal certification services from BPJPH based on inputs from a large sample of Indonesian companies.

The study sheds light on how service quality aspects affect customer satisfaction in the Saudi banking sector’s particular socio-cultural setting. Thus, the study examines the role of service quality dimensions on customer satisfaction in the banking industry of Saudi Arabia. The study examined how reliability, assurance, empathy, tangibility, and responsiveness affect customer satisfaction in the Saudi Arabian banking market using 250 bank clients. 250 Saudi bank customers completed a standardised questionnaire. These were normal bank customers with proper bank accounts. IBM SPSS correlational and multiple regression analysis investigated variable connections. The study found a significant favourable influence of reliability on customer satisfaction. However, assurance was not significant. Empathy had a significant impact on customer satisfaction. Tangibility shown a significant impact on customer satisfaction. Responsiveness was not significant. The study emphasises on reliability, empathy, and physical service delivery to boost banking customer happiness. The study found 3 of 5 service quality factors to be significant predictors. Service empathy, tangibility, and reliability greatly impacted customer satisfaction. Managers in Saudi banking should prioritize reliability, empathy, and tangibility to boost customer satisfaction. To keep customers happy, managers should monitor these service quality dimensions and adjust strategies based on feedback. Technology can improve service quality by streamlining processes and personalizing experiences.

The healthcare sector is progressively modest and patients expect higher service quality; therefore, healthcare practitioners’ and academic researchers’ attention upsurges in exploring service quality, intensifying satisfaction and generating behavioral intention. Despite the significance of the healthcare sector and the importance of quality-related matters, there is a paucity of research and publications dealing with healthcare service quality. This conceptual review evaluates the service quality in Pakistani healthcare sector rendering patients’ perspective. The proposed model emphasizes patients’ switching intention caused by poor or inadequate service quality through intervening constructs of satisfaction and alternative attractiveness. Additionally, current review explored the alternative attractiveness as mediator which was neglected in healthcare context. The model also attempts to propose the association between alternative attractiveness and outcome variable by switching costs regarding patients’ perspectives. The conceptual framework enables hospital managers to comprehend how patients assess healthcare quality provided in the presence of alternatives. The perception of patients would assist them in allocating healthcare resources and hospital management attain performance feedback through service quality parameters. Present review developed an inclusive framework as a novel injector in healthcare sector for patients’ perceived service quality.