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The purpose of this study is to examine the impact of educational service quality (ESQ) on student academic performance via the mediating role of student satisfaction.

To serve the study’s purpose, the study adopted a quantitative research approach. Three public universities representing 30% of the ten public universities located in the Southern part of Ethiopia participated in the study. Questionnaires were the main tools for gathering data. The adapted questionnaire, consisting of 116 items was administered to 400 randomly selected regular undergraduate graduating class students. The quantitative data collected via questionnaire were analyzed using descriptive and advanced inferential statistics.

The quantitative findings revealed that there is a statistically positive association between overall education service quality and students’ satisfaction (r = 0.712). The findings proved that the facets of education service quality accounted for 71.2% of the variations in students’ satisfaction in the universities. The quantitative findings further showed that the education service quality has a statistically indirect effect on students’ academic performance via the mediating role of students’ satisfaction (test statistic = 31.5311573, std. error = 0.00122536 and p-value = 0). The findings further confirmed that the overall education service quality accounted for 12.7% of the variations in students’ academic performance via student satisfaction in the universities.

The present study was conducted in public universities located in the Southern part of Ethiopia. The findings and conclusions of the study may not be generalizable to all Ethiopian public universities. Future researchers and scholars should conduct their study in all Ethiopian public universities by taking a representative sample from the Ethiopian public universities.

The present finding suggests that an improvement in ESQ leads to students’ satisfaction and that could contribute to boosting their academic performance. The findings of the present may help the practitioners who measure higher education service quality by providing how the provision of ESQ indirectly influences the student’s academic performance in the universities.

The findings of this study confirmed that the facets of ESQ are associated with students’ satisfaction and this, in turn, indirectly influences their academic performance. Student academic performance is one of the key indicators of quality education, and it has its influences on the social, political and economic development of a country. The findings of the present research provide valuable insights to higher education management bodies, higher quality assurance agencies and the Federal Ministry of Education to learn the indirect effect of ESQ on students’ academic performance and take necessary measures to improve the Ethiopian higher education quality.

The contributions of ESQ in the higher education sector are enormous. However, the existing service quality literature in higher education mainly focuses on the interrelation among service quality, student satisfaction, loyalty and behavioral intentions. Little is known about the indirect influence of ESQ on student academic performance (one of the key indicators of quality education), principally in Ethiopian higher education, the place of current research. The present study showed the indirect impact of ESQ on student academic performance in Ethiopian public universities. The study, therefore, suggests that university management bodies should actively monitor the quality of their services and commit themselves to boosting students’ learning outcomes.

This paper aims to explore impact of technology readiness (TR) on e-service quality (ESQ) and effect of ESQ and TR on purchase intention (PI) and behavioral loyalty (BL) in the context of online shopping.

With the help of the existing literature, the authors propose a conceptual model. Questionnaire was designed to collect data, and analysis has been done using a final sample of 341 respondents.

The results show how TR has a significant impact on ESQ, PI and BL. Outcomes also highlight that only three dimensions of ESQ have a positive impact on both PI and BL. System availability dimension of ESQ impacts neither PI nor BL. Therefore, TR and ESQ together play a vital role as enablers in influencing BL and PI in online shopping context.

The study results will serve as a guide to business-to-consumer e-commerce players and help them to determine how TR and ESQ dimensions will help them to build BL and PI for online shopping.

This is one of the first studies that takes into consideration both TR and ESQ and check how they impact PI and BL. Also, in the Indian context, it is an under-researched area and tries to fulfill this gap.

Based on service-dominant logic (SDL) and related perspectives, which suggest that value is co-created through the integration of resources, the purpose of this study is to propose a model which considers two value co-creation sources: firm resources, in the form of process electronic-service quality (ESQ) and outcome ESQ, and consumer resources, as represented by consumer expertise and its antecedents (i.e. social expertise and Internet skills). The effect of product type on the relationship between both co-creation sources, and the value is analyzed.

This study adopts a post-positivist approach. The study begins with cause and effect thinking to build a literature-driven model. Subsequently, pre-existent measures are adapted to the research context, and a Web-based questionnaire is built. The survey administration process yields 1,024 usable responses from Spanish Internet shoppers. To analyze the validity and reliability of the proposed scales and test the relationships hypothesized, the multivariate statistical techniques confirmatory factor analysis and structural equation modeling are used.

For low-outlay/high-frequency (LO/HF) products, consumers rely more on their own resources, and expertise is more important than process and outcome quality. For high-outlay/low-frequency (HO/LF) products, however, firm resources have a stronger impact.

The study findings may be useful to design e-commerce strategies combining specific ESQ and expertise-related policies according to the type of product offered by the e-service provider.

The empirical study reported here confers similar salience to both consumer resources and firm resources to explain value perception, which is unusual. This is the first study addressed to explain perceived value in a business-to-consumer e-commerce context by jointly considering firm resources (process ESQ and outcome ESQ), consumer resources (expertise) and product type. The moderating effect of product type is consistent with insights from prior marketing research but counterintuitive. It could be thought that expertise should be more important for HO/LF products, which is contrary to the results of this study.

In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy environment. Assessment of electronic service quality (ESQ) of libraries is significantly important according to their major roles. It should be noted that the ESQ has a significant impact on customer satisfaction, which improves organizational performance. Accordingly, low ESQ means waste of organizational resources and poor user satisfaction. So, there is a dire need to reflect reasons inducing failure modes in academic library ESQ. Thus, investigation of failure modes affecting academic library ESQ is highly important. One solution in this area is utilization of the intuitionistic fuzzy (IF) failure mode and effects analysis (FMEA) as one of the widely used methods for prediction and identification of failure modes.

The present study in terms of objective is applied and in terms of the type of method is descriptive-analytical. The research sample included four experts of Yazd academic Libraries (Iran). To collect data, three types of questionnaires were distributed among experts. The purpose of the first questionnaire was to identify and reach an agreement on e-library failure modes. Type II questionnaire was used to determine the importance of identified risk factors and Type III questionnaire was used to prioritize the factors.

Results indicate that the difficulty of using websites, lack of provided information feedback to users and lack of links on the website to users' are the main priorities for improving ESQ in the studied academic libraries.

In this approach, the Intuitionistic fuzzy Elimination Et Choix Traduisant la REalité and technique for order of preference by similarity to ideal solution method were used to rank failure modes in academic library ESQ within the FMEA framework.]

The purpose of this paper is to explore the experiences of vulnerable young people in using a local child and adolescent mental health service (CAMHS).

A mixed methods design was employed in which participants completed the self-report Experience of Service Questionnaire (CHI ESQ) (n=34), and a subgroup completed individual semi-structured interviews (n=17). CHI ESQ satisfaction data were also compared with a national data sample provided by the Child Outcomes Research Consortium (n=621).

Many young people appeared to have a mixed or negative experience of the CAMHS service. They strongly emphasised that feeling listened to, cared for, and supported, in addition to access and continuity of care, are key methods to enhance their experience. They also reported a lack of knowledge and stigma associated with mental health as key barriers to engagement with services more widely.

Purposive sampling was used to recruit a carefully defined group of vulnerable young people from one school using a single CAMHS service.

A number of recommendations were identified that could enhance the service experience of young people.

There is a significant paucity of knowledge regarding young people’s views and experiences of CAMHS, especially those with high vulnerability for mental health difficulties. This exploratory study offers methods for capturing the opinions of underrepresented young people to inform future service design.

This paper aims to conceptualize the role of service quality in the manufacturing supply chain, present a scale to measure the same, and a model that proposes that internal and external service quality initiatives lead to loyalty and satisfaction of supplier, which in turn are determinants of competitive advantage and organizational performance of the focal organization.

The research design for this paper includes a combination of literature review, exploratory interviews with scholars and practitioners, and a survey of 156 practitioners in three automobile‐manufacturing companies in North India. Structural equation modeling has been used for data analysis.

The paper has developed a scale to measure service quality in the supply chain, and presented a model and set of propositions related to service quality in the supply chain. The model proposes linkages of service quality with loyalty, satisfaction, competitive advantage and organizational performance. The author has empirically tested the model at supplier‐manufacturer dyad and found that the data fit the model.

Future researchers could validate this scale, and empirically test the proposed model. Insights derived from supplier‐manufacturer dyad may be transferred to other dyads of supply chain such as manufacturer‐distributor, distributor‐retailer, and manufacturer and its own employees.

This study would be of interest to manufacturing industry practitioners interested in internal and external service quality improvements. This study finds support for strengthening relationships between a focal organization and its suppliers. Service quality‐based business processes can help strengthen business relationships, develop synchronized linkages between supply chain members, and consequently gain competitive advantage.

There are few empirical studies that measure service quality in manufacturing industries or the supply chain. The role of internal and external service quality and their linkages with loyalty, satisfaction, competitive advantage and organizational performance has previously not been conceptualized.

The Health Congress of the Royal Sanitary Institute was held at Brighton from May 23rd to 27th, 1949. In the course of his inaugural address to the Congress His Grace the Duke of Norfolk, K.G., P.C., G.C.V.O., said: “ Of all the gifts which one may be born with, everyone will agree that Good Health is greatest. It is also the most important. Let us look at Health. What is health? I would hesitate to answer that question in front of the present audience. But I know what the simple answer is—to feel well and to go on feeling well. That, in short, is good health. But, like all precious things, it has to be looked after. And, good or bad, it can play an ever‐important part in the life of each one of us. The fresh air of the countryside and the pure air from the sea are our best safeguards for good health. But in many areas we have too large a crowd to move and too great a distance to cover before they can benefit by these two assets. And the trend in this country is toward more houses, more towns and an increasing population which is becoming too large for the country and may make ever harder the task of prevention of all that is bad. The sea will always be there for those who wish to spend their holidays away from home. But the big cities cannot be expected to empty their people for a day on to the coast. We live in an age of planning. Every government, every government department, and every local authority, plans. They spend colossal sums of money. They show very little return. Is it too much to hope that perhaps fewer people will plan our lives, and that common sense, not money, will be the backbone upon which the health of the nation will exist.”

There is an international drive to improve mental health services for young people. This study aims to investigate service user experience of a youth mental health service in Norfolk, UK. In addition to suggesting improvements to this service, recommendations are made for the development of youth mental health services in general.

A mixed-methods approach was used. Quantitative data from satisfaction questionnaires were analysed using descriptive statistics and compared between two time points. A semi-structured interview was used to generate qualitative data. Thematic analysis was used to identify themes in the interview transcripts and triangulation was used to synthesise quantitative and qualitative data.

Service users appeared satisfied with the service. Significant improvements in satisfaction were found between two time points. Qualitative analysis identified three main themes that were important to service users, including support, information and personhood.

Recommendations for the development of youth mental health services are provided. Although these are based on findings from the Norfolk youth service, they are likely to apply to other mental health services for young people.

Mental health care for young people requires significant improvement. The Norfolk youth service is one of the first services of its kind in the UK. The findings from this study might be helpful to consider in the development of youth mental health services across the world.

Research studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the purpose of this study is to present a systematic review and a quantitative integration of the main findings regarding the attributes and effects of ESQ.

A meta-analysis was conducted of 134 studies regarding ESQ. Based on the extant literature, authors propose a conceptual model that review quality attributes, meta-analyze their effects on general quality, perceived value, satisfaction, trust and loyalty and test the moderation of three contextual variables (i.e. mobile vs nonmobile device, online shopping vs pure service; specific site vs Internet).

Direct effects indicate that all proposed associations are significant, but with high variability, thus suggesting moderating effects. For instance, (1) type of device used by the customer, (2) type of service under analysis and (3) unit of analysis (i.e. site vs Internet) affect the relationship between quality attributes and satisfaction. This study also supported perceived value and satisfaction as relevant mediators in the link quality → loyalty.

This study analyses the general attributes of the ESQ construct, without the restriction of a specific model or type of service, and then tested the influence of the context. This study also shows that a substantial portion of the quality effect is transferred to loyalty through perceived value and customer satisfaction.

The first statutory meeting of the Pure Food and Health Society of Great Britain was held on October 16 at the registered offices of the Society, 20, Hanover Square, W. LORD CAMOYS, Chairman of the Executive Committee, presided. In opening the meeting LORD CAMOYS said:—