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Ziaei, Maryam, Lena Oestreich, David C. Reutens, and Natalie C. Ebner. "Age-related differences in negative cognitive empathy but similarities in positive affective empathy." Brain Structure and Function 226, no. 6 (May 26, 2021): 1823–40. http://dx.doi.org/10.1007/s00429-021-02291-y.
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AbstractEmpathy, among other social-cognitive processes, changes across adulthood. More specifically, cognitive components of empathy (understanding another’s perspective) appear to decline with age, while findings for affective empathy (sharing another’s emotional state) are rather mixed. Structural and functional correlates underlying cognitive and affective empathy in aging and the extent to which valence affects empathic response in brain and behavior are not well understood yet. To fill these research gaps, younger and older adults completed a modified version of the Multifaceted Empathy Test, which measures both cognitive and affective empathy as well as empathic responding to both positive and negative stimuli (i.e., positive vs. negative empathy). Adopting a multimodal imaging approach and applying multivariate analysis, the study found that for cognitive empathy to negative emotions, regions of the salience network including the anterior insula and anterior cingulate were more involved in older than younger adults. For affective empathy to positive emotions, in contrast, younger and older adults recruited a similar brain network including main nodes of the default mode network. Additionally, increased structural microstructure (fractional anisotropy values) of the posterior cingulum bundle (right henisphere) was related to activation of default mode regions during affective empathy for positive emotions in both age groups. These findings provide novel insights into the functional networks subserving cognitive and affective empathy in younger and older adults and highlight the importance of considering valence in empathic response in aging research. Further this study, for the first time, underscores the role of the posterior cingulum bundle in higher-order social-cognitive processes such as empathy, specifically for positive emotions, in aging.
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Μαρκοδημητράκη, Μαρία. "Η ανάπτυξη της ενσυναίσθησης στους διδύμους." Psychology: the Journal of the Hellenic Psychological Society 19, no. 4 (October 15, 2020): 415. http://dx.doi.org/10.12681/psy_hps.24708.
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In this article we discuss the currently unsolved issue of empathy in twins. In the first chapter we briefly describe some definitions, its differentiation from several other related concepts and representative psychological theories on empathy. In the second chapter, we give a brief description of the psychological studies on twins’ empathy. In particular, we present some findings from fetal, infant, child, adolescent and adult life. These findings derived from comparative twin - non twin studies. Some of them are clinical studies focusing on the role of heredity and environment in empathy’s development and some other are developmental studies based on a psychoanalytical approach of empathy and its approach in light of the Theory of Innate Intersubjectivity. In the Discussion section, we summarize all the above, we detect the gaps in research on twins’ empathy and we make a brief reference to the value of empathy’s development in a family context during the first months of life and in a school context later in life. Finally, we highlight the need to investigate further the wide range of the associated terms.
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Ditto, Peter H., and Spassena P. Koleva. "Moral Empathy Gaps and the American Culture War." Emotion Review 3, no. 3 (June 28, 2011): 331–32. http://dx.doi.org/10.1177/1754073911402393.
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Loewenstein, George. "Hot-cold empathy gaps and medical decision making." Health Psychology 24, no. 4, Suppl (2005): S49—S56. http://dx.doi.org/10.1037/0278-6133.24.4.s49.
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Thapa, Makshindra. "SERVQUAL Gap Analysis of Nepalese Commercial Banks." Batuk 6, no. 2 (July 1, 2020): 42–52. http://dx.doi.org/10.3126/batuk.v6i2.34492.
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The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.
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Monteiro, Nicole Jucá, Luana Tainá Lima Amorim, Laura Maria Vidal Nogueira, Ivaneide Leal Ataíde Rodrigues, and Suzana Rosa André. "Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL." Revista Brasileira de Enfermagem 72, no. 1 (February 2019): 118–24. http://dx.doi.org/10.1590/0034-7167-2018-0331.
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ABSTRACT Objective: To analyze women's perception of the quality of the service provided for colposcopy test in the city of Belém (PA), Brazil. Method: Quantitative-descriptive study on 400 women who underwent Pap test on the public healthcare network, using the Service Quality (SERVQUAL) model. We used the Cronbach's alpha index to measure the reliability of the scale, and data were analyzed by quartiles of the gaps of the dimensions: tangibility, responsiveness, reliability, assurance, and empathy. Results: The assurance dimension, corresponding to the knowledge and courtesy of staff, featured the highest degree of importance to users; and empathy, which corresponds to the staff's concern with women's needs, featured the lower degree. The most expressive negative gaps concerned the structure of services and the attitude of healthcare professionals when collecting the material. Conclusion: All gaps featured negative relationship between what was expected and perceived, expressing dissatisfaction regarding the service.
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Perera, Sandun, and Beverly Waller Dabney. "Case management service quality and patient-centered care." Journal of Health Organization and Management 34, no. 5 (June 23, 2020): 551–68. http://dx.doi.org/10.1108/jhom-12-2019-0347.
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PurposeProviding care that is patient-centered is an important objective in the modern healthcare industry. Despite this objective, hospital inpatient case managers and the services they provide are evaluated routinely without including patients' perspectives. Therefore, the purpose of this study is to fill this research gap by using patient expectations and perceptions to assess the overall quality of and patient satisfaction with hospital case management services.Design/methodology/approachThis paper investigates five dimensions of case management services – reliability, responsiveness, assurance, empathy and tangibles – and how they affect overall quality and patient satisfaction. Study surveys are based on the SERVQUAL instrument. Survey data from a cross-sectional sample of 67 inpatients are analyzed using principal component analysis, confirmatory factor analysis, GAP analysis and a predictive model.FindingsThe preliminary part of the study identifies “tangibles” and “nontangibles” – reliability, responsiveness, assurance and empathy – as the main components. Among these two components, only nontangibles have a positive and significant effect on both quality and patient satisfaction according to patient perspectives. GAP analysis indicates that gaps between patient expectations and perceptions of reliability and assurance are significant. Finally, the proposed predictive model reveals that gaps in assurance have a significant impact on both overall quality and satisfaction, while gaps in empathy have a significant impact on satisfaction, but not overall quality.Originality/valueStudies on service quality at the case manager level are limited. This study is the first in this domain to evaluate quality and satisfaction from the patient perspective.
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Zych, Izabela, Maria M. Ttofi, and David P. Farrington. "Empathy and Callous–Unemotional Traits in Different Bullying Roles: A Systematic Review and Meta-Analysis." Trauma, Violence, & Abuse 20, no. 1 (December 27, 2016): 3–21. http://dx.doi.org/10.1177/1524838016683456.
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Bullying is an extremely damaging type of violence that is present in schools all over the world, but there are still many gaps in knowledge regarding different variables that might influence the phenomenon. Two promising research lines focus on empathy and callous–unemotional traits but findings from individual studies seem to be contradictory. This article reports the results of a systematic review and a meta-analysis on empathy and callous–unemotional traits in relation to school bullying based on 53 empirical reports that met the inclusion criteria. Bullying perpetration is negatively associated with cognitive (odds ratio [ OR] = 0.60) and affective ( OR = 0.51) empathy. Perpetration is also positively associated with callous–unemotional traits ( OR = 2.55). Bully-victims scored low in empathy ( OR = 0.57). There is a nonsignificant association between victimization and empathy ( OR = 0.96), while the relationship between callous–unemotional traits and victimization is significant but small ( OR = 1.66). Defenders scored high on cognitive ( OR = 2.09) and affective ( OR = 2.62) empathy. These findings should be taken into account in explaining and preventing bullying.
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Van Boven, Leaf, David Dunning, and George Loewenstein. "Egocentric empathy gaps between owners and buyers: Misperceptions of the endowment effect." Journal of Personality and Social Psychology 79, no. 1 (2000): 66–76. http://dx.doi.org/10.1037/0022-3514.79.1.66.
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Nordgren, Loran F., Kasia Banas, and Geoff MacDonald. "Empathy gaps for social pain: Why people underestimate the pain of social suffering." Journal of Personality and Social Psychology 100, no. 1 (January 2011): 120–28. http://dx.doi.org/10.1037/a0020938.
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Phillips, Farya, Boone W. Goodgame, and Barbara L. Jones. "Communicating Oncologic Prognosis with Empathy (COPE)." Journal of Clinical Oncology 36, no. 34_suppl (December 1, 2018): 38. http://dx.doi.org/10.1200/jco.2018.36.34_suppl.38.
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38 Background: Clear communication between patients and providers is imperative to maximize patient outcomes, particularly for patients with incurable cancer who require prompt engagement in decision-making. In response to the need to engage in quality patient-centered communication, an interprofessional team, representing medicine, nursing, social work, and spiritual care developed a simple, single-page tool that summarizes the prognosis and treatment plan for patients with incurable cancers. This pilot study evaluates the communication guide, Communicating Oncologic Prognosis with Empathy (COPE), for discussing prognosis and treatment options for cancer patients. Methods: A pilot test of 30 participants with incurable cancer was completed at an oncology clinic. The communication guide was evaluated using a pre- and post-test design, participants completed a prognosis and treatment perception survey (PTPQ) prior to their first oncology appointment. Patients then met with their oncologist and the COPE guide was used to guide the discussion and patients received a copy of the COPE guide. The COPE guide was placed in the patient chart and other members of the healthcare team were able to use the tool to provide the patient with support and explore the patient’s response to information received. Patients completed the post-test PTPQ at 4 week follow up and completed exit interviews to assess patient reported impact on communication with medical team, caregivers, and quality of life. Results: Key findings revealed participants prefer receiving detailed information about prognosis and have differing perceptions about goals of treatment compared to the oncology team. The tool seemed to facilitate mostly accurate information recall regarding prognosis and treatment options. Conclusions: Despite the high value patients placed on knowing about prognosis and quality of communication with their medical team, the majority reported incongruent goals of treatment and likelihood of cure compared with their oncologist, highlighting major gaps in patients’ understanding of their prognosis. The COPE guide serves as a promising mechanism to enhance patient-centered communication about prognosis and treatment for patients with incurable cancer.
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Abu Jadayil, Wisam, Mwafak Shakoor, Adnan Bashir, Hamza Selmi, and Mohamed Rafik N. N. Qureshi. "Using SERVIQUAL to investigate the quality of provided wireless communication services in UAE." International Journal of Quality and Service Sciences 12, no. 1 (February 21, 2020): 109–32. http://dx.doi.org/10.1108/ijqss-08-2018-0076.
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Purpose The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE. Design/methodology/approach This study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups. Findings The results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality. Research limitations/implications The research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study. Practical implications This research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty. Originality/value This study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.
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Behe, Bridget, and Susan Barton. "Consumer Perceptions of Product and Service Quality Attributes in Six U.S. States." Journal of Environmental Horticulture 18, no. 2 (June 1, 2000): 71–78. http://dx.doi.org/10.24266/0738-2898-18.2.71.
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Abstract Of seven dimensions contributing to garden center quality, customers ranked plant quality as the most important dimension (30%) and responsiveness and assurance as half as important (15%); the other dimensions (tangibles, reliability, empathy, quality of non-plant products) were slightly less important (10%). Plant health and condition (32%) was the most important plant or product characteristic, followed by price (22%) and assortment and variety (21%). Large gaps between customer expectations and perceptions existed for ‘clearly marking plant price’ (0.9), ‘willingness to offer guarantees’ (0.8), ‘plant health’ and ‘name labeling’ (0.7). Service quality gaps were reported for the tangibles dimension in the range of 0 to −0.29 and in the other four dimensions (reliability, empathy, responsiveness and assurance) in the range of −0.30 to −0.59. More frequent purchasers (Buyer 3—people who made more than 10 purchases from surveyed outlets) purchased over two-thirds of their plants from the survey outlet and had higher reliability perceptions as compared to less frequent purchasers (Buyers 1 and 2). When respondents were categorized by their expenditure at the survey outlet, those with lower expenditures ($1–50) had lower perceptions in all five service quality dimensions. Traditional retail customers responded with higher perceptions in all five service quality dimensions than mass merchandiser customers.
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Islam, Rafikul, Selim Ahmed, and Dzuljastri Abdul Razak. "Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia." International Journal of Quality and Service Sciences 7, no. 4 (November 16, 2015): 424–41. http://dx.doi.org/10.1108/ijqss-12-2014-0053.
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Purpose – This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance. Design/methodology/approach – This study surveyed 179 customers who have first-hand experience with Islamic banking services in Malaysia. The research data were analysed using reliability analysis, independent samples t-test and one-way analysis of variance. Findings – The results indicated that customers’ perceptions failed to meet their expectations on the service quality of Islamic banks in Malaysia. The results also indicated that those customers (respondents) aged below 30 years have higher expectations on empathy from the Islamic banking service compared to other age groups. However, there is no significant difference between customer expectations and perceptions of Islamic banking service quality based on educational background and occupation. Research limitations/implications – This research focused solely on Islamic banks in Malaysia and thus the results might not be applicable for other conventional banks. Originality/value – The findings are expected to provide guidelines for enhancing the satisfaction level of clients of the Islamic banking system in Malaysia and other countries.
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Faiz, Komal, Andree Woodcock, Deana McDonagh, and Sana Iqbal. "Applying a Systemic Approach to Gender Transport Poverty." FormAkademisk - forskningstidsskrift for design og designdidaktikk 13, no. 4 (December 17, 2020): 1. http://dx.doi.org/10.7577/formakademisk.3377.
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Transport poverty and the associated levels of deprivation experienced by women is a ‘wicked problem'. A systemic approach is needed to address entrenched societal and cultural norms that deprive women of equality and agency. The conceptual shift from ‘transport’ to ‘mobility’, emphasising access to life opportunities, provides an opportunity for more systems approaches to be tried. The ‘WEMOBILE project’ addressed gender transport poverty in Low-Middle-Income Countries using ethnographic and empathic design approaches to understand and re(present) the effects of gender transport poverty. This article focusses on insights provided by employing a systemic design to data gathered in Pakistan. In representting data as system maps, gaps that hinder the effectiveness of existing solutions are emphasised as well as the usefulness of this approach in highlighting opportunities for policy and operational changes. Keywords: Empathy, gender-sensitive transport, systems-thinking, Low-Middle-Income Countries, Pakistan.
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Rahmi, Iftita. "PELATIHAN EMPATI PADA REMAJA DI YAYASAN PENDIDIKAN ISLAM AL MUHAJIRIN SEBAGAI AGEN UNTUK MENCIPTAKAN MASYARAKAT INKLUSIF." Mitra Akademia: Jurnal Pengabdian Masyarakat 4, no. 1 (August 14, 2021): 309–13. http://dx.doi.org/10.32722/mapnj.v4i1.2747.
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Abstract An inclusive society is a society that involves all elements and aims to empower and promote social, economic, and political diversity. In an inclusive society, everyone can participate effectively and live together. To realize an inclusive society, we need an understanding of the importance of an inclusive education system that has an important impact on the development and maintenance of education for all (Education for All / EFA). Inclusive education in Indonesia still has many gaps, including low acceptance from peers which can lead to acts of harassment / bullying. This harassment action arises because of the low understanding of the community especially peers towards individuals with special needs (IBK). Whereas support from peers is able to increase IBK interaction with other friends, increase IBK involvement in academic activities, social participation, initiate new friendships for IBK. For this reason, friends need to improve their empathy skills so that they can provide support for IBK. This community service activity is carried out to adolescents with discussion activities, peer tutoring, and role play to change perceptions and increase empathy for IBK Key words –training, empathy, bullying, individual with special needs Abstrak Masyarakat inklusif merupakan masyarakat yang melibatkan semua unsur dan bertujuan untuk memberdayakan dan mempromosikan keberagaman social, ekonomi, dan politik. Dalam masyarakat inklusif, semua orang dapat berpartisipasi secara efektif dan hidup bersama. Untuk mewujudkan masyarakat inklusif, diperlukan pemahaman akan pentingnya sistem pendidikan inklusif yang memiliki dampak penting dalam perkembangan dan mempertahankan pendidikan untuk semua (Education for All/EFA). Pendidikan inklusif di Indonesia masih terdapat banyak ketimpangan, diantaranya rendahnya penerimaan dari teman sebaya yang dapat berujung pada tindakan perundungan/bullying. Tindakan perundungan ini muncul karena rendahnya pemahaman masyarakat terutama teman sebaya terhadap individu berkebutuhan khusus (IBK). Padahal dukungan dari teman sebaya merupakan dapat meningkatkan interaksi IBK dengan teman-teman lainnya, meningkatkan keterlibatan IBK dalam kegiatan akademik, partisipasi sosial, memulai pertemanan baru bagi IBK. Untuk itu teman sabaya perlu meningkatkan kemampuan empati agar dapat memberikan dukungan bagi IBK. Kegiatan pengabdian masyarakat ini dilakukan kepada remaja dengan kegiatan diskusi, tutor sebaya, dan roleplay untuk mengubah persepsi dan meningkatkan empati terhadap IBK. Kata kunci –pelatihan, empati, bullying, individu berkebutuhan khusus
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Al Shibli, Ikhlas, Alsafa Al-mamari, and Hiba Al-Dhahri. "Students’ perception of the Service Quality Gaps of Omantel Company using SERVQUAL Model." International Journal of Research in Entrepreneurship & Business Studies 2, no. 2 (April 11, 2021): 1–8. http://dx.doi.org/10.47259/ijrebs.221.
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Purpose of the study: The objective of the study is to determine the impact of service quality gaps in the telecommunications industry in Oman, through critically analysing the differences between the expectations and perceptions in relates to tangibility, empathy, reliability, responsiveness, and assurance. Design/Methodology/Approach: The study used the SERVQUAL model to calculate the existing quality of service of the telecommunication company operating in the Sultanate of Oman and to know the differences between expectations and perceptions of the quality of services provided to the customers by Omantel Company. The sampling used in this study was convenient sampling adopted through a questionnaire where the size of the sample was 150 which was randomly selected from the students of different faculties at Sohar University. The data were analyzed using the SPSS program. Findings: The findings of the research study revealed that there exists a negative relationship between the customer perceptions and expectations and the difference in the scores between the two sets of variables is in favor of the expectations of the respondents in relates to Omantel services. The reliability factor had the largest difference between the two sets of variables and the tangibles factor had the smallest difference. Research Implications: The results of this study help Omantel Company to strategically develop service quality in the areas of assurance, empathy, and responsiveness and to understand how consumers view the quality of the service, and to help the organization track and sustain quality service. Originality/value: The research was performed in the rapidly increasing telecom service industry, which is experiencing dramatic changes over time and is making concentrated efforts to keep up with unparalleled, ground-breaking advances in technology. This research can be extended to other sectors of the market. Keywords: Service Quality, Omantel, Telecommunications industry in Oman, SERVQUAL Model, Customers’ Satisfaction, Perception and Expectations.
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Hudson, Jay T., Bridget K. Behe, Harry G. Ponder, and William E. Barricks. "Consumer Perceptions and Expectations of Garden Center Product and Service Quality." Journal of Environmental Horticulture 15, no. 1 (March 1, 1997): 12–15. http://dx.doi.org/10.24266/0738-2898-15.1.12.
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Abstract We compared consumers' product and service quality perceptions and expectations from five traditional garden centers (TGC) and three non-traditional garden center outlets (NTO) in Charlotte, NC. Customers from both outlets had similar expectations of service and product quality. However, TGCs better met customer expectations with higher perceptions scores and smaller gap scores. Service quality gaps were the difference between customer perceptions and expectations. Gaps were identified for both outlets on four of five service quality dimensions and for the single product quality dimension. TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers but their importance was reversed for NTO customers. Both customer groups ranked tangibles as the least important service quality dimension and retailers did not have a gap on this dimension.
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Goodgame, Boone W., Farya Phillips, Wenhui Vivian Zhang, and Barbara L. Jones. "Communicating Oncologic Prognosis with Empathy (COPE) Pilot Study." Journal of Clinical Oncology 37, no. 15_suppl (May 20, 2019): 11613. http://dx.doi.org/10.1200/jco.2019.37.15_suppl.11613.
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11613 Background: Multiple studies show that patients with advanced cancer often believe the goal of treatment is cure. Our interprofessional team designed the Communicating Oncologic Prognosis with Empathy (COPE) guide to enhance communication for patients, families, and the healthcare team. This unique, single-page tool allows treating physicians to estimate prognosis for patients, including likelihood of living 6 mo, 1y, 2y, and 5y, with or without treatment. Methods: Patients with incurable cancer were enrolled at one oncology clinic. Using a pre/post-test design, participants completed the validated prognosis and treatment perception survey (PTPQ) then met with their oncologist. The COPE guide was used for the discussion and the patient received a copy of the completed COPE. The COPE guide was placed in the patient chart and the healthcare team (social work, spiritual care etc.) used it to provide patient support and explore the patient’s response to the information. Post-test was completed 4-8 weeks later. Qualitative exit interviews were used to assess patient reported impact on communication with medical team, caregivers and family, and quality of life. Results: 43 patients were enrolled and 25 completed all study measures. All patients had advanced cancer with 96% of patients (24) extremely unlikely to be cured ( < 1% chance). Oncologist’s treatment goals were better quality of life and longer life. All participants completing the study found the communication guide helpful, scoring 9-10 out of 10. 95% of patients enrolled wanted to hear details about their prognosis. Pre-intervention, 28% (7) of patients reported their primary goal of treatment as cure (n = 7; 28%) or to extend life as long as possible (n = 7; 28%). Pre-intervention, patient’s perceptions of their oncologist’s goals of treatment were cure (n = 11; 44%) or extend life (n = 8; 32%). At post-test, 8% of participants (2) inaccurately reported goal of treatment as cure (p < 0.05). Conclusions: These findings highlight major gaps in patients’ understanding of their prognosis. COPE is a promising mechanism to enhance patient-centered communication about prognosis and treatment for patients with incurable cancer.
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Baba, Mubashir Majid. "Service Quality and Customer Loyalty: A Study in Telecom Sector." Asian Review of Social Sciences 7, no. 1 (May 5, 2018): 60–66. http://dx.doi.org/10.51983/arss-2018.7.1.1398.
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The objective of this paper is to study the impact of service quality gaps with customer loyalty in the Indian telecom sector. Service quality gaps has been considered as independent variable whereas customer loyalty was considered as dependent variable. Five antecedents of service quality gaps have been considered in this study viz. reliabilty, assurance, tangibility, empathy and responsiveness based on SERVQUAL model as given by Parsuraman, Zeithaml and Berry(1988). A survey-based exploratory and causal research design was used. A 27 items instrument was generated comprising of 22 items for the five antecedents of independent variables on the basis of the work of Parsuraman, Zeithaml and Berry(1988), and 5 items for customer loyalty on the basis of the work of Kaur and Soch (2012). The data was collected from 163 customers using mobile service of two telecom operators of J&K (BSNL and Airtel) through structured questionnaires. Cronbach’s coefficient alpha was used to determine the reliability of the instrument. Multiple regression analysis was used to determine the causal relationship between both the independent & dependent variable. Results depicted that the service quality gaps has significant and positive impact on customer loyalty. The study suggests that the service providers should put their endeavor to upgrade the technology and serve the customers with modern equipments.
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Gutierrez, Amanda M., Emily E. Statham, Jill O. Robinson, Melody J. Slashinski, Sarah Scollon, Katie L. Bergstrom, Richard L. Street, D. Williams Parsons, Sharon E. Plon, and Amy L. McGuire. "Agents of empathy: How medical interpreters bridge sociocultural gaps in genomic sequencing disclosures with Spanish-speaking families." Patient Education and Counseling 102, no. 5 (May 2019): 895–901. http://dx.doi.org/10.1016/j.pec.2018.12.012.
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Ade Sofyan Mulazid, M. Arief Mufraini, Desmadi Saharuddin, and Ahmad Tibrizi Soni Wicaksono. "Attributes of Islamic Bank Service Quality: A Survey to Map Metropolitan Customer Satisfaction." International Journal of Business and Society 21, no. 2 (July 21, 2020): 883–97. http://dx.doi.org/10.33736/ijbs.3300.2020.
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This study aims to analyze service quality of Islamic Banking in Jakarta. Data were randomly obtained from metropolitan customers with the CARTER approaches, which comprises of Compliance, Assurance, Reliability, Tangibles, Empathy, and Responsiveness used to determine customer satisfaction index and importance performance analysis. Although the overall result showed that metropolitan customers of Islamic banks are satisfied, gaps were found on attributes of the services provided. Therefore, continuous improvement is needed to ensure the proper use of information technology (e-Banking), the ability of banks in responding to problems and complaints quickly, and the hospitality of employees while attending to customers.
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Sharma, Neha, and Santi SwarupKandikonda. "A Comparative Study of Service Quality of Life Insurance Companies in IndiaA Comparative Study of Service Quality of Life Insurance Companies in India." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 9, no. 2 (April 30, 2014): 1572–84. http://dx.doi.org/10.24297/ijmit.v9i2.2779.
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The Indian Life Insurance sector has witnessed a major revamp in 1999 with the establishment of Insurance Regulatory and Development Authority (IRDA) and subsequent entry of Private sector players. These changes are affecting the way service is being delivered. Technology usage, new innovative product introduction and competition are seen as drivers of quality of service being provided to the customers.In this study using SERVQUAL model, we have examined the importance of service based on the 5 dimensions viz, Tangibles, Reliability, Responsiveness, Assurance and Empathy. Using 120 Life Insurance policy holders from 3 Life insurance companies in Agra the study identified that the gaps exist even after 15 years of privatization of this sector. The study indicated that a lot needs to be done for improving customer focus and services activity in the Life Insurance sector. Regular customer surveys with increased sample sizes across the country will enable the Insurance companies to fill the gaps
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Sharma, Neha. "A Comparative Study of Service Quality of Life Insurance Companies in India." JOURNAL OF SOCIAL SCIENCE RESEARCH 4, no. 1 (May 28, 2014): 447–58. http://dx.doi.org/10.24297/jssr.v4i1.3280.
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The Indian Life Insurance sector has witnessed a major revamp in 1999 with the establishment of Insurance Regulatory and Development Authority (IRDA) and subsequent entry of Private sector players. These changes are affecting the way service is being delivered. Technology usage, new innovative product introduction and competition are seen as drivers of quality of service being provided to the customers. In this study using SERVQUAL model, we have examined the importance of service based on the 5 dimensions viz, Tangibles, Reliability, Responsiveness, Assurance and Empathy. Using 120 Life Insurance policy holders from 3 Life insurance companies in Agra the study identified that the gaps exist even after 15 years of privatization of this sector. The study indicated that a lot needs to be done for improving customer focus and services activity in the Life Insurance sector. Regular customer surveys with increased sample sizes across the country will enable the Insurance companies to fill the gaps.
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Seet, Pi Shen, Chris Graves, Magdalena Hadji, Andy Schnackenberg, and Petter Gustafson. "The effect of finance, knowledge and empathy gaps on the use of private equity amongst family-owned SMEs." International Journal of Entrepreneurship and Small Business 11, no. 1 (2010): 85. http://dx.doi.org/10.1504/ijesb.2010.034434.
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Wu, Heng, and Lyn Holley. "Estimating Risk of Elder Abuse: Intergenerational Communication/Empathy, Census-Based Assessment." Innovation in Aging 4, Supplement_1 (December 1, 2020): 868. http://dx.doi.org/10.1093/geroni/igaa057.3213.
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Abstract COVID highlights the importance of accurate estimates of the risk of elder abuse to guide prevention. Reliability of data is problematic; reports have issues with consistency of definitions, time periods, and stigma. This paper demonstrates the use of US Census data to estimate risk of elder abuse by mapping generational incongruities between care-givers and care-receivers that invite dissonance (Cohen, 2011). Using the 2014-2018 Nebraska Public Use Microdata and 5-year American Community Survey, this research identifies and profiles personal care aides/nursing aides for institutionalized persons (65+). Data reveal generation gaps in age, education, and race between care-receivers and care-givers that are geographically comparable in the three most populous counties (the Big-3), but different for the 90 rural counties. In Nebraska’s Big-3 Counties the difference in education between care-givers (ages 25+) and care-receivers (65+) is considerable; 42.9% of Big-3 care-givers have some college, while 43.6% of care-receivers have only high school. Intergenerational differences in education are greater in Nebraska’s 90 rural counties than in the Big-3; 41.2% of rural care-givers have some college; 46.1% of rural care-receivers have only high school. Racial intergenerational differences are greater in Big-3 than in rural counties; 90.3% of care-receivers and only 62.3% of care-givers are non-Hispanic White. For rural Nebraskans, intergenerational differences in race are smaller, 97.2% of care-receivers and 79.4% of care-givers are non-Hispanic White. This type of analysis can be used to identify geographic settings where elder abuse is most likely to happen and guide the development of preventive measures that mitigate elder abuse.
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Imperato, Chiara, Brian T. Keum, and Tiziana Mancini. "Does Intercultural Contact Increase Anti-Racist Behavior on Social Network Sites?" Social Sciences 10, no. 6 (June 1, 2021): 207. http://dx.doi.org/10.3390/socsci10060207.
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Empirical attention on online intercultural contact and prejudice reduction are increasing. Nevertheless, still little is known on processes that could influence the contact–prejudice relation as well as the relation between online contact and anti-racist behavior. Based on literature on intergroup contact, the present study aims to fill these gaps, focusing on online intergroup relationships between people from different countries. Specifically, it examines whether and to what extent empathic feelings and online community commitment mediate the relationship between online intergroup contact and both perceived ethnic discrimination and anti-racist behavior on Facebook. We collected data from a predominantly Italian sample of 1018 Facebook users (Mage = 30.03, SDage = 11.09; females: 80.01%); participants filled in an online questionnaire. A semi-full Structural Equation Modeling was used to test hypotheses. The results confirmed that when intergroup contact was established, such contact was able to increase the sense of being committed to the online community, which increased the perception of online discrimination towards ethnic and racial minorities, which in turn was able to increase the anti-racist behavior. The ambivalent role of the empathy in online contexts will be discussed.
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Su, Zhaohui, Dean McDonnell, Xiaoshan Li, Bindi Bennett, Sabina Šegalo, Jaffar Abbas, Ali Cheshmehzangi, and Yu-Tao Xiang. "COVID-19 Vaccine Donations—Vaccine Empathy or Vaccine Diplomacy? A Narrative Literature Review." Vaccines 9, no. 9 (September 15, 2021): 1024. http://dx.doi.org/10.3390/vaccines9091024.
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Introduction: Vaccine inequality inflames the COVID-19 pandemic. Ensuring equitable immunization, vaccine empathy is needed to boost vaccine donations among capable countries. However, damaging narratives built around vaccine donations such as “vaccine diplomacy” could undermine nations’ willingness to donate their vaccines, which, in turn, further exacerbate global vaccine inequality. However, while discussions on vaccine diplomacy are on the rise, there is limited research related to vaccine diplomacy, especially in terms of its characteristics and effects on vaccine distribution vis-à-vis vaccine empathy. Thus, to bridge the research gap, this study aims to examine the defining attributes of vaccine diplomacy and its potential effects on COVID-19 immunization, particularly in light of vaccine empathy. Methods: A narrative review was conducted to shed light on vaccine diplomacy’s defining attributes and effects in the context of COVID-19 vaccine distribution and dissemination. Databases such as PubMed and Medline were utilized for literature search. Additionally, to ensure up-to-date insights are included in the review, validated reports and reverse tracing of eligible articles’ reference lists in Google Scholar have also been conducted to locate relevant records. Results: Vaccine empathy is an individual or a nation’s capability to sympathize with other individuals or nations’ vaccine wants and needs, whereas vaccine diplomacy is a nation’s vaccine efforts that aim to build mutually beneficial relationships with other nations ultimately. Our findings show that while both vaccine empathy and vaccine diplomacy have their strengths and weaknesses, they all have great potential to improve vaccine equality, particularly amid fast-developing and ever-evolving global health crises such as COVID-19. Furthermore, analyses show that, compared to vaccine empathy, vaccine diplomacy might be a more sustainable solution to improve vaccine donations mainly because of its deeper and stronger roots in multilateral collaboration and cooperation. Conclusion: Similar to penicillin, automated external defibrillators, or safety belts amid a roaring global health disaster, COVID-19 vaccines are, essentially, life-saving consumer health products that should be available to those who need them. Though man-made and complicated, vaccine inequality is nonetheless a solvable issue—gaps in vaccine distribution and dissemination can be effectively addressed by timely vaccine donations. Overall, our study underscores the instrumental and indispensable role of vaccine diplomacy in addressing the vaccine inequality issue amid the COVID-19 pandemic and its potentials for making even greater contributions in forging global solidarity amid international health emergencies. Future research could investigate approaches that could further inspire and improve vaccine donations among capable nations at a global scale to advance vaccine equity further.
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Shafiq, Muhammad, Muhammad Azhar Naeem, Zartasha Munawar, and Iram Fatima. "Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan." INQUIRY: The Journal of Health Care Organization, Provision, and Financing 54 (January 1, 2017): 004695801771466. http://dx.doi.org/10.1177/0046958017714664.
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Hospitals vary from one another in terms of their specialty, services offered, and resource availability. Their services are widely measured with scales that gauge patients’ perspective. Therefore, there is a need for research to develop a scale that measures hospital service quality in Asian hospitals, regardless of their nature or ownership. To address this research need, this study adapted the SERVQUAL instrument to develop a service quality measurement scale. Data were collected from inpatients and outpatients at 9 different hospitals, and the scale was developed using structural equation modeling. The developed scale was then validated by identifying service quality gaps and ranking the areas that require managerial effort. The findings indicated that all 5 dimensions of SERVQUAL are valid in Asian countries such as Pakistan, with 13 items retained. Reliability, tangibility, responsiveness, empathy, and assurance were ranked first, second, third, fourth, and fifth, respectively, in terms of the size of the quality gap. The gaps were statistically significant, with values ≤.05; therefore, hospital administrators must focus on each of these areas. By focusing on the identified areas of improvement, health care authorities, managers, practitioners, and decision makers can bring substantial change within hospitals.
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Yadav, Manish Kumar, and Dr Alok Kumar Rai. "Exploring the Relational Impact of Service Quality on Customer Satisfication." Ushus - Journal of Business Management 14, no. 4 (December 15, 2015): 17–31. http://dx.doi.org/10.12725/ujbm.33.2.
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Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance.Banking has been no exception to this phenomenon.Many Literatures have found a strong relationship between service quality and customer satisfaction In service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers’ satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks.The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.
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Lawn, Sharon. "What researchers think of involving consumers in health research." Australian Journal of Primary Health 22, no. 6 (2016): 483. http://dx.doi.org/10.1071/py15089.
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Involving consumers in research enhances its quality and appropriateness, and is required within many research funding schemes. While the rationale for consumer involvement is understood, its implementation is unclear. The researcher investigated views of a group of Australia’s leading researchers (n=38) about the role of consumers in their research using a brief survey administered at the Australia National Health and Medical Research (NHMRC) Translation Conference in 2014. Interpretive content analysis was used for data analysis. Respondents noted the importance of consumer involvement in the planning and design of research, to ensure its relevance to the community as end-users of research outcomes. Therefore, consumers were seen as central to research translation by the respondents. Many respondents perceived empathy for the experiences of others as a fundamental researcher skill. Despite strong acknowledgement of the benefits of consumer involvement in research, gaps exist between the rhetoric and practice of consumer involvement beyond consultative roles. Power over decisions made about research processes and ownership of research are continuing barriers to greater consumer involvement in research. Structural changes to how research is funded, evaluated and reported provide a means of addressing these gaps. NHMRC leadership is needed to promote these changes.
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Mogro-Wilson, Cristina, and Lorin Tredinnick. "Influencing Social and Emotional Awareness and Empathy with a Visual Arts and Music Intervention for Adolescents." Children & Schools 42, no. 2 (April 2020): 111–19. http://dx.doi.org/10.1093/cs/cdaa008.
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Abstract Art and music create a powerful presence in the lives of youths. Skills gained from participating in the arts can better facilitate social and emotional learning (SEL) such as improving goal setting, increasing empathy, building relationships, and improving decision making. Connect with Kids, an SEL program that focuses on social and emotional skill building through the use of visual arts and music, was implemented in an urban high school in the Northeast. A total of 304 high school students participated in the study. Students from eight classrooms received the intervention (n = 143); students from another 10 classrooms (n = 161) comprised the comparison group and did not receive the intervention. The average youth was 14 years old, white, and female. Results indicated that the Connect with Kids program increased positive social and emotional behaviors among students compared with the comparison group. Examining the implications of the intervention advances gaps in the literature on SEL programs, supports integrating SEL programming on music and art in schools, and promotes continued program evaluation of unique SEL programming specifically for high school students.
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Rasli, Amran Md, Mansoor Ahmed Bhatti, Nadhirah Norhalim, and Tan Owee Kowang. "Service quality in higher education: Study of Turkish students in Malaysian universities." Journal of Management Info 1, no. 3 (September 1, 2014): 1–9. http://dx.doi.org/10.31580/jmi.v3i1.9.
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The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.
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Green, Paul. "Measuring Service Quality In Higher Education: A South African Case Study." Journal of International Education Research (JIER) 10, no. 2 (March 28, 2014): 131–42. http://dx.doi.org/10.19030/jier.v10i2.8515.
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The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and reliability). A convenience sampling technique was applied, the data were collected from 280 respondents at the Durban University of Technology (DUT), and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in tangibles, reliability, and assurance dimensions and their highest perceptions were found in the assurance dimension. This study will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps.
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Hudson, Jay T., Bridget K. Behe, Harry G. Ponder, and William E. Barrick. "Consumer Perceptions and Expectations of Garden Center Quality." HortScience 31, no. 4 (August 1996): 650e—650. http://dx.doi.org/10.21273/hortsci.31.4.650e.
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We compared service quality perceptions and expectations for consumers from five traditional garden centers (TGC) and three nontraditional garden center outlets (NTO) in Charlotte, N.C., in 1995. NTO and TGC customers had very similar expectations of service quality from their respective retailers. However, TGC customers perceived that their retailer better met their overall expectations. Service quality gaps, the difference between customer perceptions and expectations, were identified for both types of outlets for four of five service quality dimensions. Both TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers. This order was reversed for NTO customers. Both sets of customers ranked tangibles as the least important service quality dimension.
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Taiwo Adebayo, Ezekiel, Bola Ayodele Adesina, Lilian Ejije Ahaji, and Nurudeen Ayoola Hussein. "Patient assessment of the quality of dental care services in a Nigerian hospital." Journal of Hospital Administration 3, no. 6 (September 16, 2014): 20. http://dx.doi.org/10.5430/jha.v3n6p20.
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Dental care services are available in many urban communities worldwide where discerning and sophisticated clients expect quality care. Many available studies evaluated satisfaction rather than quality of dental care; others did not reveal the patients’ perception of gaps in the quality of care. Service quality (SERVQUAL) tool assesses quality of service based on the dimensions of tangibles, reliability, responsiveness, assurance and empathy as described by Parasuraman et al. (1985). The aim of this study was to assess the gaps in quality of dental care in a Nigerian government owned dental clinic using an unweighted SERVQUAL tool to determine the difference between expectations and perceptions of patients. Consenting patients seen during the study period were given a 32-items questionnaire divided equally between expectations and perception of quality of dental care services received. Out of 112 questionnaires analysed, patients had the most expectation for neatness (4.69 ± 0.85) and least for pain free treatment (3.76 ± 1.16). Highest perception was for knowledgeable clinic staff (4.34 ± 0.71) while support to enable staff work well was the least perceived quality (3.73 ± 0.86). Overall, among the 5 dimensions of quality, there were marked statistically significant quality gaps in assurance (p = .0001) and tangibles (p = .0006). This study showed that patients in a Nigerian government-owned dental clinic, there is need for greater attention to be paid to assurance, tangibles and reliability dimensions of service quality to improve patient perceptions.
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Handgraaf, Michel J. J., Eric Van Dijk, Riël C. Vermunt, Henk A. M. Wilke, and Carsten K. W. De Dreu. "Less power or powerless? Egocentric empathy gaps and the irony of having little versus no power in social decision making." Journal of Personality and Social Psychology 95, no. 5 (2008): 1136–49. http://dx.doi.org/10.1037/0022-3514.95.5.1136.
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HACIYEV, Nicat. "THE ROLE OF CUSTOMER SATISFACTION IN INCREASING SALES IN THE SERVICE SECTOR." Annals of Spiru Haret University. Economic Series 19, no. 4 (December 8, 2019): 113–26. http://dx.doi.org/10.26458/1946.
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This paper’s aim is to explain the role of customer satisfaction in service sector, especially in hotel and bank industries and the ways in which customer satisfaction can be measured and increased. Customer satisfaction is the key factor that determines the future sales of the company. This paper provides detailed information on how customer satisfaction affects and can be increased in bank and hotel industries. In order to explain it, the paper contains information about SERVQUAL Method for explaining customer expectations in five measurements such as reliability, responsiveness, assurance, empathy and tangibles; and 5 Gaps regarding hotel industry and Service Profit Chain for bank industry. [Arlen, 2008] The study supports understanding customers, having an individual approach to each of them, keeping good relationships with them and with keeping customer satisfaction in high level increase sales.
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Chandra, Shivika, Amy Price, Tamoghna Biswas, Kaustav Bera, and Rakesh Biswas. "User Driven Learning." International Journal of User-Driven Healthcare 3, no. 3 (July 2013): 122–27. http://dx.doi.org/10.4018/ijudh.2013070109.
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Medical students need to be equipped with knowledge and the attitude to tackle clinical complexity. The transition from classroom to clinical practice can be eased by the application of innovative student-centered learning methods. Through user-driven learning, which is asynchronous conversational learning in the web space between computer users, students can be encouraged to develop a comprehensive fund of experiential knowledge to enable them to quickly build physician-patient rapport and to apply decision-making skills in the face of uncertainty. This process offers medical students the opportunity to develop empathy and to participate in evidence sharing peer support groups. This article explores the concept of user-driven learning and discusses how this approach could be used in current health care settings to address knowledge gaps and inspire students and teachers alike.
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Saraswati, Made Sri, Susi Ari Kristina, and Abdul Karim Zulkarnain. "PERCEIVED SERVICE QUALITY AND PATIENT SATISFACTION AT PHARMACY DEPARTMENT IN YOGYAKARTA, INDONESIA." International Journal of Pharmacy and Pharmaceutical Sciences 10, no. 2 (February 1, 2018): 42. http://dx.doi.org/10.22159/ijpps.2018v10i2.22018.
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Objective: To measure the gap between patients’ expectations and perceptions about services delivered in the pharmacy department.Methods: A questionnaire concerning the perceived quality of health care sent to out-patients in the pharmacy department, in a government hospital in Sleman district, Yogyakarta Province, Indonesia, during a period of 2016. Participants were two hundred patients aged 18 or older responded to the survey and provided their own ratings of the care. The SERVQUAL model was employed, consisting five main dimensions of service, are tangibles, reliability, responsiveness, assurance, and empathy. Description of respondents’ characteristics, quality dimensions and patient satisfaction were examined.Results: In our survey, 54% of patients were female and 46% male. Thirty-one percent of patients were 45-54 y old. Using servqual model we found a gap-0.487 with service quality mean score 2.938; (SD 1.16) and patient satisfaction mean score 3.425 (SD 0.54). Patients with less education were more satisfied than those with more education. Gaps existed between all five expectation categories and ‘overall perception’ of quality. The direction of the gaps indicated higher perceived quality than expected (all statistically significant) with responsiveness domain demonstrating the largest unfavourable gaps.Conclusion: We found the SERVQUAL model to be useful in revealing differences between patients’ preferences and their actual experience in health care service quality.
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Datta, Khyati Shetty, and Julie Vardhan. "A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE." SAGE Open 7, no. 1 (January 2017): 215824401667629. http://dx.doi.org/10.1177/2158244016676294.
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The quality of education provided in management institutions is a matter of debate in every country. With a rapid growth in the economy, the quality of management education provided in the United Arab Emirates (UAE) has also been a topic in the forefront. The burgeoning growth in this sector, with mushrooming “branch campuses” from around the world in the UAE, has led policy makers to reflect on the importance of quality of management education being imparted. The main purpose of this article is to explore the quality of management education in the UAE, and the study draws on the SERVQUAL model for the same. The study investigates the five dimensions (responsiveness, assurance, tangibility, empathy, and reliability) of service quality and identifies the gap between the perception and expectation, examining service standards across seven branch campus universities for management education providers in the UAE. A questionnaire survey with 300 university students from seven different branch campus universities in the UAE was conducted. The key findings of the study revealed a significant difference between the student’s expectations from management education and their perception in all five dimensions of service quality. The gaps were compared across the five dimensions, and the highest and the lowest service quality gaps were given to assurance and responsiveness, respectively.
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Sari, Ika Fitri Kurnia, I. Gusti Agung Bagus Mataram, Dewa Made Suria Antara, and Ni Gusti Nyoman Suci Murni. "Analysis of service quality towards repeater guest satisfaction at The Samaya Seminyak." International Journal of Green Tourism Research and Applications 3, no. 1 (June 2, 2021): 15–20. http://dx.doi.org/10.31940/ijogtra.v3i1.2026.
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The purpose of this study was to determine how satisfied the repeater guest were with the performance of The Samaya Seminyak and to know indicators that had to be improved in order to increase the satisfaction of the repeater guest. The method used is Servqual Test and Important Performance Analysis as the tools to measure repeater guest satisfaction on the existing performance of The Samaya Seminyak. Data were collected from 75 questionnaires repeater guest. Measurement of repeater guest satisfaction was using the theory of 5 dimensions of service quality those are tangible, reliability, responsiveness, assurance, and empathy. The quality of service available at The Samaya Seminyak was unable to meet the quality of service desired by repeater guest. Analysis of service quality is resolved by Servqual test, where 10 out of 15 indicators produce negative gaps, and 5 indicators produce positive gaps. The services that need to be improved in order to increase the satisfaction of repeater guest are indicators of the accuracy and speed of the host and butler staff in providing services appropriately, the ability in providing services to the guests, the ability of the host and butler staff in understanding guests’ wishes quickly, host and butler staff initiative in providing assistance, and host and butler staff knowledge about the products offered.
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Bhengu, Mbablemhle, and Vannie Naidoo. "Retail banking service quality: A client perception study." Risk Governance and Control: Financial Markets and Institutions 6, no. 4 (2016): 216–22. http://dx.doi.org/10.22495/rcgv6i4c1art11.
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The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out against its competitors. In the study, the researchers adapted the SERVQUAL model to the banking industry. A probability sampling technique was employed for the study. Simple random sampling was employed to test MBA students’ perceptions towards service quality in the banking industry. The findings in the empirical study revealed that MBA students at the university were dissatisfied with the quality of service offerings provided by the retail banks in South Africa. There were quality gaps revealed in tangibles, reliability, empathy, responsiveness and reliability aspects of the service encounters.
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ESSAOUDI, MOHAMED, and RAJA LOTFI. "Assessment of the Quality of the Training System in Moroccan Higher Education Institutions: Case of the Sciences ans Techniques of Physical and Sports Activities." International Journal of Information Technology and Applied Sciences (IJITAS) 3, no. 2 (April 30, 2021): 69–77. http://dx.doi.org/10.52502/ijitas.v3i2.27.
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Purpose: The aim of our study is to assess the overall quality of the university training system in sciences and techniques of physical and sports activities in Moroccan higher education. Method: Our method was based on a quantitative, exploratory and correlational approach. The independant variable (the quality of services provided by the UTS in STPSA) and the dependant variable (overall student satisfaction) were investigated emprically and statically. 256 students from 5 STPSA institutions of higher education were surveyed. Two measurement tools were used: an adapted version of the SERVQUAL instrument and a validated questionnaire of satisfaction with the TS-STPSA domains. The internal consistency of the two measuement tools was tested and confirmed. Similarly, the inter-dimensional correlation matrix was examined to verify the statistical reliability of our tools and their appropriateness to the STPSA context. Results: The overall quality of training services was perceived by 59% of students as unsatisfactory. "Empathy" is the strongest determinant of TS quality in STPASA. While "Responsiveness" is the weakest dimension. The two dimensions of "Reliability" and " Assurance" reinforce students' dissatisfaction with the STPSA major with negative gaps of -1.42 and -137 respectively. While "Tangibility" is the most neutral dimension with almost no difference. These five dimensions explain 45.7% of the variation in overall student satisfaction. They have a positive effect on the satisfaction of students' STPSA. The correlation examination, between the dimensions of service quality and satisfaction with the STPSA-TS domains, revealed seven positively significant relationships, including three between students' "Overall Satisfaction" and the dimensions of "Tangibility", "Responsiveness" and "Empathy". Conclusion: Globally, the quality of TS in Moroccan STPSA is unsatisfactory. The students' expectations greatly exceed their perception of the effective quality of the TS. This suggest that STPSA fields are not effectively fulfilling the students' initial expectations. This judgement is characterized by "negative" quality gaps in three of the five dimensions of the SERVQUAL scale (Responsiveness, Reliability and Assurance). The produced outcomes remain referential to allow STPSA managers to improve the quality of their services. However, students' expectations and perceptions are subjective and rarely stable over time. They vary according to several variable factors (mood, emotion, stress, motivation...). A longitudinal study could be conducted later to overcome or mitigate these limitations.
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Nugraha, Nugraha, Dewi Shofi, Iyan Bachtiar, and Kamal Imran Mohd Sharif. "A Gap Model Analysis of Laboratory Service Quality at Engineering Faculty of Private University." MIMBAR : Jurnal Sosial dan Pembangunan 36, no. 1 (June 28, 2020): 97–109. http://dx.doi.org/10.29313/mimbar.v36i1.5350.
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The gap between students and laboratory managers at the faculty of engineering is a problem discussed in this study. This study aims to discover the gap between laboratory managers at the engineering faculty and customer perspectives (students) in the importance of service and performance satisfaction. Service Quality (SERVQUAL) method is used in this study to determine the value of perceptions and expectations of students as customers. The results of the research show that the average values of the dimensions of service quality (tangible, empathy, responsiveness, reliability, assurance) as a whole are 4.679 for the average of expected value and 3.913 for the average of perceived value. It means there are still gaps since the average of expected value is greater than the actual value. Thus, it can be concluded that the perceived value of the overall quality dimension is lower than the expected value, meaning the students are not satisfied because their expectations have not fulfilled yet and there are gaps between students and laboratory managers in the engineering faculty. Laboratory managers are advised to improve service that has a large gap, namely tangible, by providing comfortable, clean, and spacious laboratory rooms in accordance with laboratory standards; complete and adequate supporting facilities for practicum; and the quality and quantity of practicum tools in accordance with the needs of the practicum process.
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Ishfaq, Mohammad, Heitham Al Hajieh, and Majed Alharthi. "Quality Determination of the Saudi Retail Banking System and the Challenges of Vision 2030." International Journal of Financial Studies 8, no. 3 (July 6, 2020): 40. http://dx.doi.org/10.3390/ijfs8030040.
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Vision 2030 of the Kingdom of Saudi Arabia (KSA) requires numerous national and multinational organizations to re-engineer themselves to achieve the required targets for the upturn of the Saudi economy. In this respect, the quality of indigenous goods and services has been the biggest challenge to satisfy consumers of Saudi businesses. The banking and finance sector, specifically, has a great deal of responsibility to put in place a strong financial system that is capable of attracting capital from both local and foreign investors. SERVQUAL, with the five conventional dimensions—tangibility, reliability, responsiveness, assurance and empathy—offers a great deal of flexibility in modifying the model to the specific requirements of a service in carrying out gap analysis. In this context, we have applied SERVQUAL by adding two new dimensions—functional and technical—to the conventional five dimensions. We applied SERVQUAL using a “performance-only approach” to identify quality gaps present in the services of national and multinational banks. Our analysis shows that gaps exist in the service quality—both in national and multinational banking systems. We therefore present weighted gap scores to assist service managers in setting up priorities to improve the quality of their services. This study suggests that there is much to be done to improve retail banking quality and gain customers’ confidence, both from within and outside the KSA.
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Gregory, Jess L. "Applying SERVQUAL." Journal of Applied Research in Higher Education 11, no. 4 (October 14, 2019): 788–99. http://dx.doi.org/10.1108/jarhe-12-2018-0268.
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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This study explores how a program has applied the SERVQUAL model and survey to identify areas for growth. Findings The survey of 57 students in a cohort-based doctoral program demonstrated the smallest gaps (highest satisfaction) with the domains of empathy (1.33) and responsiveness (1.30) and the lowest with reliability (2.03), tangibles (1.97) and assurance (1.90). Practical implications While not all of the five dimensions are within the purview of a program to address (some may require funding that is determined at a college or university level), many of the gaps can be addressed by adopting procedures and policies that increase transparency so that students can moderate their expectations and faculty and staff can provide reliable information. Additionally, the use of the SERVQUAL model provided this program with specific, actionable information that could be used to improve the program. Originality/value The study includes a review of studies that have applied the SERVQUAL model in higher education. The application of SERVQUAL to a cohort-based doctoral program to identify program improvements and steward program image fits into a gap in the extant literature.
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Sandhyaduhita, Puspa, Haya Rizqi Fajrina, Ave Adriana Pinem, Achmad Nizar Hidayanto, Putu Handayani, and Kasiyah Junus. "Hospital Service Quality from Patients Perspective." International Journal of E-Health and Medical Communications 7, no. 4 (October 2016): 48–61. http://dx.doi.org/10.4018/ijehmc.2016100103.
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This study aims to identify and analyse strategic service quality as perception-minus-expectation from patient perspective using SERVQUAL-based Handayani et al.'s framework. The result from 297 respondents shows that the criteria gaps are given as follows in descending order from the biggest gap: (1) responsiveness, (2) assurance, (3) professionalism, (4) reliability, (5) empathy and (6) tangible. Apparently, the gap for each criterion transpires to be significantly different which straightforwardly indicates the quality of the service delivered by hospitals for each criterion is still below respondents' expectations. Recommendation towards hospitals is proposed from technological point of view in forms of IT support in order to significantly improve the process as the dimension of the responsiveness criterion. Nonetheless, suggestion towards the Ministry of Health as the policy maker is also addressed that urges the establishment of policy and its implementation concerning IT support for accelerating hospitals automation.
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Govender, Jeevarathnam Parthasarathy. "Assessing service quality in the mobile telecommunications market." Corporate Ownership and Control 11, no. 1 (2013): 510–17. http://dx.doi.org/10.22495/cocv11i1c5art5.
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The South African telecommunications market is vibrant and growing, dominated by two players. It is recognised that service quality plays an important role in establishing a competitive advantage. The aim of this paper is to assess ratings of service quality among mobile telecommunications customers. To this end, a survey was conducted among 400 customers using the SERVQUAL questionnaire to measure customers’ expectations and perceptions based on the five dimensions of service quality. The findings indicate that there are gaps between customer expectations and perceptions of service quality. The tangibles dimension exhibited the smallest gap for both companies and the assurance and empathy dimensions revealed the largest gap scores. There were no significant differences in overall expectations between the two companies, but there were significant differences between the companies on overall perceptions of service quality. There was no significant difference in the overall expectations and perceptions between males and females.
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Pena, Mileide Morais, Edenise Maria Santos da Silva, Daisy Maria Rizatto Tronchin, and Marta Maria Melleiro. "The use of the quality model of Parasuraman, Zeithaml and Berry in health services." Revista da Escola de Enfermagem da USP 47, no. 5 (October 2013): 1227–32. http://dx.doi.org/10.1590/s0080-623420130000500030.
Full textAbstract:
This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.