Relevant bibliographies by topics / Service quality dimensions

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Service quality dimensions'

Author: Grafiati
Published: 4 June 2021
Last updated: 5 February 2022

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Journal articles on the topic "Service quality dimensions"

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Dr.P.BABY, Dr P. BABY. "Passengers’ Expectation on Service Quality Dimensions in Domestic Airline Services." Global Journal For Research Analysis 3, no. 6 (June 15, 2012): 1–3. http://dx.doi.org/10.15373/22778160/june2014/80.

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Kang, Gi‐Du, and Jeffrey James. "Service quality dimensions: an examination of Grönroos’s service quality model." Managing Service Quality: An International Journal 14, no. 4 (August 1, 2004): 266–77. http://dx.doi.org/10.1108/09604520410546806.

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Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.
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Kurniawan, Irvan Arif. "KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PELAYANAN PERIZINAN TERPADU (BPPT) KOTA BANDUNG." JURNAL ILMIAH ILMU ADMINISTRASI 9, no. 1 (January 6, 2019): 75–92. http://dx.doi.org/10.33592/jiia.v9i1.768.

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The Bandung City Integrated Licensing Service Agency (BPPT) is an institution that provides one-stop licensing services, especially building construction permit (IMB) services in Bandung City. IMB services at BPPT City Bandung are carried out in an integrated manner by involving related agencies. IMB services in the city of Bandung are the services most proposed by the public. Therefore, in its implementation, it is necessary to pay attention to the quality of service. The quality of public services can be seen from the five dimensions of SERVQUAL (Service Quality), namely the tangible dimension, the reliability dimension, the responsiveness dimension, the assurance dimension, and the empathy dimension. The descriptive method was chosen to analyze the quality of IMB services at BPPT Bandung City from the five dimensions of SERVQUAL. The results of this study indicate that the tangible dimensions, dimension reliability, dimensional responsiveness, dimensional assurance, and empathy dimensions have been implemented in IMB services. Of the five dimensions, it is necessary to support adequate information technology so that building services can improve the quality of public services, especially in the dimension of responsiveness.Keyword : Service Quality, Building permit, Tangible, Reliability, Responsiveness, Assurance, and, Empahty.
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Ganguli, Shirshendu, and Sanjit Kumar Roy. "Service quality dimensions of hybrid services." Managing Service Quality: An International Journal 20, no. 5 (September 7, 2010): 404–24. http://dx.doi.org/10.1108/09604521011073713.

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Shayestehfar, Reza, and Bita Yazdani. "Bank service quality." TQM Journal 31, no. 1 (January 14, 2019): 28–51. http://dx.doi.org/10.1108/tqm-04-2018-0052.

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PurposeThe purpose of this paper is to compare the perceptions of Bank Saderat Iran’s (BSI) customers in Isfahan and Dubai to find the probable differences in BSI service quality in these cities.Design/methodology/approachThe required data were collected by adapted Bank Service Quality (BSQ) questionnaire from two samples of BSI customers (300 in Isfahan and 100 in Dubai). In this research, BSQ was measured by seven dimensions, including Bahia and Nantel (2000) BSQ dimensions, and globalization of bank services as the added dimension. The factor analysis was used to analyze the data, independent-samplest-test for comparing the means and Friedman test for ranking of the BSQ dimensions and items.FindingsThe results of this research revealed a relative satisfaction of customers with BSI service quality in both cities; however, the respondents in Dubai perceived a higher service quality. The most important dimensions were access and effectiveness and assurance in Isfahan and reliability and tangibles in Dubai. In addition, although these cities are located in developing countries, the respondents’ perceptions were similar to those in developed countries.Practical implicationsIt is proposed that BSI managers should eliminate the barriers to prompt service provision, review service charges, integrate decision-making systems, decrease the bureaucratic factors and provide training programs to increase the personnel’s’ interactive skills in Isfahan.Originality/valueA few studies have been conducted in the field of BSQ in Iran banking industry, and none has measured BSQ using a cross-country and cross-cultural method. No research has been conducted on BSI service quality in Isfahan and Dubai, and this is the first research in both cities. Furthermore, it is one of the few times that a specific tool is used for measuring BSQ in Iran banking industry.
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Sahai, Vickram, and Arvind Kumar Jain. "‘Respons’ible service quality." Strategic HR Review 13, no. 4/5 (June 3, 2014): 165–69. http://dx.doi.org/10.1108/shr-04-2014-0028.

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Purpose – The purpose of this study was to bridge the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training. A model of service quality is SERVQUAL, which measures the discrepancy between customer’s perceptions and expectation on the customer service. The dimensions of service quality here are evaluated from the customer’s point of view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal communication that helps employees improve their responses. Hence, to provide a clear training need assessment, the dimensions of service quality and descriptors of functional fluency must be mapped accordingly. Design/methodology/approach – The semantic mapping of the dimensions of the service quality with descriptors of the functional fluency model. Findings – Of the five dimensions of the SERVAQUAL model, four are behavioral and are mapped with four descriptors belonging to four different modes of the functional fluency model. The four modes are positive manner in which people can respond to improve service quality. Research limitations/implications – The implication is the training needs that emerge by bridging the gap between SERVQUAL dimensions and functional fluency model for self-development. Practical implications – This will provide an organization the training needs analysis for their employees for improving their interpersonal communication on service quality dimensions. Originality/value – Bridging of the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training (functional fluency model).
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Shahin, Arash, and Reza Dabestani. "Correlation Analysis of Service Quality Gaps in a Four-Star Hotel in Iran." International Business Research 3, no. 3 (June 11, 2010): 40. http://dx.doi.org/10.5539/ibr.v3n3p40.

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During the past decades, service sector has been known as an important player in the world economy. Considering the significant role of services in the hospitality industry, this research assesses the expectations and perceptions of customers of service quality dimensions in a four-star hotel in Isfahan as the major tourism focal point in Iran. For this purpose, service quality gaps have been measured and studied through correlation analysis in order to determine most important service quality dimensions based on a comprehensive set of service quality dimensions. The findings imply that almost all of the service quality gaps are negative and “price” as a service quality dimension has the highest negative value. “Communication” also has the highest correlation with other service quality dimensions.
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Ameryoun, Ahmad, Seyedvahid Najafi, Bayram Nejati-Zarnaqi, Seyed Omid Khalilifar, Mahdi Ajam, and Ahmad Ansarimoghadam. "Factor selection for service quality evaluation: a hospital case study." International Journal of Health Care Quality Assurance 30, no. 1 (February 13, 2017): 58–66. http://dx.doi.org/10.1108/ijhcqa-05-2016-0070.

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Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension’s influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor’s impact on the PSQI. Findings A new service quality dimension named “trust in services” was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital’s service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. “Trust in services” has the strongest influence on PSQI followed by “tangibles,” “assurance,” “empathy,” and “responsiveness,” respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors’ impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.
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Chowdhary, Nimit, and Monika Prakash. "Prioritizing service quality dimensions." Managing Service Quality: An International Journal 17, no. 5 (September 11, 2007): 493–509. http://dx.doi.org/10.1108/09604520710817325.

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Kushwaha, Gyaneshwar Singh, and Shiv Ratan Agrawal. "Customer Satisfaction via Service Quality Dimensions." International Journal of Customer Relationship Marketing and Management 5, no. 3 (July 2014): 32–48. http://dx.doi.org/10.4018/ijcrmm.2014070103.

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The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.
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Dissertations / Theses on the topic "Service quality dimensions"

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Zhang, Dos Santos Jia Jun (Jessica). "A comparative analysis of service quality dimensions in six service industries." Thesis, University of Bedfordshire, 2000. http://hdl.handle.net/10547/339050.

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This research investigates the impact of service characteristics on the importance of service quality dimensions across a wide range of service industries. In this research, six service industries are selected to represent the characteristics peculiar to services. The different importance weightings of service quality dimensions in these service industries are identified and a 16-dimension service quality approach is developed for the empirical analysis. This research identifies that importance is the most powerful and appropriate measurement to assess service quality in an industry level. Two phases of empirical research were conducted using a mixed methodology approach. Phase one -the quantitative study -uses 600 telephone interviews to investigate service quality importance from the customers' perspective. Phase two - the qualitative study - uses 12 in-depth personal interviews with managers from these industries to assess service providers' perceptions. Comparisons are made on service quality issues among the six service industries, among all service quality dimensions, between customers and service providers, and among consumers with different experience level with the service. From the quantitative phase, this research develops a service quality importance model to aid managers and academics in understanding customers' perceptions of service quality. The model is then verified in the qualitative phase. Findings indicate that both customers and service providers perceived each service industry has different weightings relating to service characteristics and service quality dimensions. However, perceptual differences between service providers and consumers were found in all service industries. In addition, the findings suggest that consumers' experience levels have no impact on consumers' service quality importance perception in some services industries, e.g. university and restaurant, and only have impact on a limited number of dimensions in other service industries. The concepts of core dimensions and peripheral dimensions are derived from the interviews with service providers in the qualitative phase. The peripheral dimensions are of particular importance for building competitive advantages.
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Persson, Josefine, and Amelie Claesson. "Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19390.

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Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with their websites and customer service as a tool for service quality and recovery. The company perspective is then compared to identified customer preferences in order to find similarities and differences that needs to be improved. The qualitative surveys are based on six dimensions of two existing models for service quality and service recovery online and the findings show similarities in all six dimensions, as well as several differences.
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Abdelaziz, Gamal Sayed. "Service quality in Egyptian banking : dimensions and their relative importance." Thesis, University of Nottingham, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.367799.

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Baca, David Ray. "Dimensions of service quality of the University of Arizona Sponsored Projects Services Office internal customers." Texas A&M University, 2006. http://hdl.handle.net/1969.1/4720.

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When a service transaction occurs between a service provider and a customer there are dimensions of that transaction that are essential to making the customer feel satisfied with the transaction. Zeithaml, Parasuraman and Berry measured those dimensions for transactions that occur between the service provider and an external customer with a survey tool named SERVQUAL. It is theorized that for the external customer to be satisfied with the service transaction, the employees of the service provider must also be satisfied with transactions between the employees, or internal service quality. Those dimensions of internal service quality, or the satisfaction employees feel with each other, have not been described in a higher education setting. The purpose of this study was to determine the goodness of fit between the original SERVQUAL external service quality dimensions and those internal service dimensions identified by the University of Arizona Sponsored Projects Services Office (UASPSO). Through the identification of these dimensions a model of the culture of service quality of the UASPSO was also developed. Sixteen of the 25 Sponsored Projects Services Office employees were interviewed in 2005 to collect data concerning the validity of the original SERVQUAL dimensions and any new dimensions that might be identified with respect to internal service quality. Interviews were conducted using qualitative and constant comparison methods. Of the original ten SERVQUAL service quality dimensions described by Zeithaml, Parasuraman and Berry, Access, Communication, Competence, Reliability, Responsiveness and Understanding the Customer were found to apply to the construct of internal service quality in the Sponsored Projects Office. Reliability, Responsiveness and Understanding the Customer were subsumed under the new dimension of Mutualism. Credibility, Courtesy and Security were found not to apply, while Tangibles applied only as it supported Access and Communication. Tangibles, Access and Communication were subsumed under the new dimension of Approachability. All eight dimensions are found in the task-oriented realm of the processes and procedures of the Office. An additional five dimensions were also described as applying to internal service quality. Flexibility, Decision-making and Accountability are evident as task-oriented dimensions. Professionalism and Collegiality are evident as non-task-oriented dimensions. The study also described the impact of the culture of the organization on internal service quality. The managerial implications of this study were also suggested.
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Agbor, Jenet Manyi. "The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå." Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-48338.

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It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions?   Purpose: The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.   Method: Convenience sampling technique was used to collect quantitative data from customers of Umeå University, ICA and Forex to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypotheses separately and in a group.   Findings: The study showed distinctive results for the relationship between service quality dimensions and service quality/customer satisfaction.ICA and Forex had significant relationship between service quality and customer satisfaction; butUmeåUniversity had no significant relationship between service quality and customer satisfaction. Meanwhile the group result showed that: ´responsiveness`, empathy´ and ´reliability´ were significantly related to service quality; ´reliability` and `empathy`, were significantly related to customer satisfaction but `responsiveness` was not significantly related to customer satisfaction; meanwhile service quality was significantly related to customer satisfaction.   Implication/Contribution: The findings imply that service quality is not the only factors that could lead to customer satisfaction in service sectors; that service quality dimension varies in the different service sectors. The findings suggest that to provide quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. Also, to provide total satisfaction to customers, the service sectors need to improve on the other factors that were given as reasons for satisfaction. This study contributes to existing theories by confirming or adding value to the relationships that are involved in customer satisfaction, service quality and SERVQUAL dimensions. It provides results that could be useful to managers in business organisations for strategic planning.
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Grotenfelt, Anna, and Anders Norman. "Kontrollmodell för kvalitetssäkring av professionella tjänster." Thesis, Uppsala University, Department of Business Studies, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-8131.

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För ett serviceföretag är det väsentligt att kunna leverera tjänstekvalitet för att tillfredsställa kunden. Tjänsternas immateriella produktkaraktär gör det emellertid svårt för serviceleverantören i allmänhet och professionella tjänsteleverantörer i synnerhet att säkerställa kvalitet. Syftet med detta arbete är att utveckla en kontrollmodell som kan användas av professionella tjänsteleverantörer som ett hjälpmedel i arbetet att säkra servicekvalitet. Modellen bygger på relevant teori och består av tre kvalitetskategorier – image, teknisk kvalitet och funktionell kvalitet – genom vilka 13 kvalitetsdimensioner behandlas. För att pröva modellens användbarhet utvärderas med modellens intervjuguide de arbetsmetoder som används på företaget Öhrlings PricewaterhouseCoopers. Resultatet på utvärderingen visar att kontrollmodellen behandlar de kvalitetsgenererande delarna av en serviceprocess som exempelföretaget arbetar med i praktiken vilket bekräftar att studiens kontrollmodell kan användas som ett hjälpmedel av professionella tjänsteleverantörer vid kvalitetssäkring.

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April, Graham. "Dimensions for evaluating information systems service quality expectations of e-Commerce SMMEs." Thesis, Cape Peninsula University of Technology, 2007. http://hdl.handle.net/20.500.11838/1378.

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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2007
With growing invesbnent in WWW technologies bye-Commerce businesses the measurement of Information Systems (IS) effectiveness in this area has become increasingly important over the last decade. As business users have become reliant on outsourced IS service providers for a wide range of services, the quality of service rendered by the latter is an important issue which impacts on IS effectiveness. Researchers have for many years recognised the importance of service quality as a measure of IS performance. Service quality measurement tools such as SERVQUAL from the marketing field, have been proven to be applicable to the IS domain. However, empirical studies in this regard are concentrated in the context of large, non- eCommerce organisations only. In South Africa, e-Commerce has been recognised as an important driver for growth in SMMEs. The literature suggests that IS service delivery to eCommerce businesses needs to be evaluated differently to that of traditional brick-and-mortar businesses. There is however a paucity of research regarding IS evaluation in e-Commerce environments, including that of the application of service quality principles. It is thus difficult for managers of IS service providers in this context to develop a complete picture of the effectiveness of the IS they deliver. Furthermore, because e-Commerce SMMEs are almost wholly reliant on these service providers for the supply of IS and support, their service expectations could be different from those in traditional businesses. The primary objective of this research was to investigate whether IS service quality criteria applied in large traditional businesses, are also applicable to SMME e-Commerce businesses. The applicability of a service quality measurement instrument, based on SERVQUAL, was tested in an ev Commerce SMME context. Specifically, this instrument measures the service quality expectations that e-Commerce SMMEs have of IS service providers. A SERVQUAL measurement scale from a recent MISQ paper was adapted and used to collect data concerning service quality expectations of e· Commerce SMMEs. Using a structured survey method, the research was delineated to e-Commerce enabled bed-and-breakfast and self-catering accommodation businesses in the Western Cape, South Africa. The research results indicate that, although SERVQUAL principles were applicable to the e-Commerce SMME context, the service quality dimensionality was different. There are four derived dimensions for service quality expectations of e-Commerce SMMEs in this research, viz., Credibility, Expertise, Availability and Supportiveness. A fifth dimension is the Tangibles dimension, which is retained from SERVQUAL. Furthermore the results indicate that the Credibility was the most important dimension in this research context, while the Tangibles dimension was the least important.
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Wattanakamolchai, Somyot. "The Evaluation of Service Quality by Socially Responsible Customers." Diss., Virginia Tech, 2008. http://hdl.handle.net/10919/26501.

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The socially responsible customer segment is growing. Increasingly, customers are concerned about social, political, and environmental issues. These concerns have been shown to affect their attitudes towards the quality of goods and services as well as their buying behaviors. Nevertheless, there is a paucity of empirical research in the service literature on socially responsible customers. This study investigates the role that social responsibility plays in measuring service quality. Both qualitative and quantitative techniques were used in this study. Focus group and in-depth interviews were conducted to develop a scale measuring the social responsibility dimension in the evaluation of service quality. Confirmatory factor analysis and a multiple regression method were then utilized to test four hypotheses postulated in the study. The social responsibility scale consisted of eight items and was shown to be highly reliable. This scale along with the 22 items from the perception part of SERVQUAL formed the Socially Responsible Customer (SRC) SERVQUAL instrument used in this study. A total of 803 respondents completed the survey. The results of confirmatory factor analysis showed that social responsibility was a salient dimension of service quality and highly socially responsible customers used the concept of social responsibility more pronouncedly than the others when evaluating service quality. The social responsibility dimension alone significantly explained the variance in service quality. However, after accounting for the existing five SERVQUAL dimensions, the social responsibility dimension does not add a significant increment to the variance explained by the service quality regression model.
Ph. D.
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Smith, Dr Lydia. "The Dimensions of Customer Satisfaction in the Jamaican Financial Service Industry." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2890.

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Bank leaders spend an average of $727 to acquire a new customer and $287 to retain current customers. Grounded in customer relationship management and adaptation level theories, the purpose of this correlational study was to examine the relationship between service quality and customers' intention to switch banking service. An online survey was administered to 203 Jamaican banking customers. The target population was selected to identify if the Jamaican banks' customer service adhered to the customer satisfaction principles developed by Parasuraman. The independent variables were the 10 dimensions of service quality. Competence, courtesy, credibility, and access were removed because of multicollinearity issues. The dependent variable was the customers' intention. The results indicated a statistically significant relationship, F(6, 196) = 15.074, p < .001, between service quality and customer intent to switch banking services. The six predictors: tangibles (r = -.303, p < .005), reliability (r = -.253, p < .008), responsiveness (r = .35, p < .001), safety (r = -.433, p < .001), communication (r = -.184, p < .028), and empathy (r = -.357, p < .001), accounted the largest variance for (β = -.316) of the customers' intention of the Jamaican banking service. The implications for positive social change include the potential for bank leaders to develop customer-focused banking policy, increase customer satisfaction, and decrease costs related to losing customers, thus increasing profitability.
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Ab, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.

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In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a global competitive tool. Although significant studies had been done regarding issues and factors contributing to service quality and service climate in the banking industry, very little has been published regarding the connection between perceptions of these dimensions. The purpose of this study is to describe an accomplished research to determine whether Malaysian local bank customers’ perceptions of service quality and its dimensions relate to employees’ perceptions of service climate and its dimensions; and to ascertain whether various background elements’ reported differences influence the relationships between the dimensions of service quality and service climate. This study encapsulated two phases of survey with open-ended and close-ended questionnaires consecutively. The researcher employed the Profile Accumulation Technique in the first phase and from the respondents’ results, close-ended questionnaires were constructed with responses from four local banks in Malaysia, corroborated together with previous scholars’ findings. Several analyses were carried out such as demographic, reliability, validity, performance, non-parametric and parametric tests and elaboration analysis. The main findings produced nine dimensions of service quality (Automated Teller Machine; corporate image; customer interaction and customer service; online and phone banking; physical feature and facilities; products and services; rates and charges; management and staff) and eleven dimensions of service climate (benefit, bonus, reward and salary; corporate image; customer service; facilities; organization; department and branch; management; organization output; products and services; workforce; myself). There were significant relationships between service quality and service climate dimensions. Respondents’ characteristics influenced the strength of the relationships between dimensions, service quality and service climate. Consequently, the results offered significant implications for participating banks to improve quality in their environment concerning their employees and customers; using customer-oriented processes and training programs within an increasingly diverse marketplace. Economic development, the political situation, socio-cultural system and the level of sector maturity do need to be considered by managers and policy makers so as to investigate their influence on service quality and service climate.
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Books on the topic "Service quality dimensions"

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Marketing of services: Quality dimensions. New Delhi, India: New Century Publications, 2011.

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Bolger, Aisling. A study of key service quality dimensions and key issues within the public relations industry. [s.l: The Author], 1998.

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Brooks, Roger Frederick. Internal service quality and its impact on external service quality: A study of the roleof internal customer types and the dimensions which are used to assess internal suppliers within an organisation and how this affects external service quality. Birmingham: Aston University. Aston Business School, 1995.

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Pierchala, Carl E. Some dimensions of data quality in statistical systems. [Washington, D.C.]: National Highway Traffic Safety Administration, 1997.

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Wältermann, Marcel. Dimension-based Quality Modeling of Transmitted Speech. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013.

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Wältermann, Marcel. Dimension-based Quality Modeling of Transmitted Speech. Springer, 2013.

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Wältermann, Marcel. Dimension-based Quality Modeling of Transmitted Speech. Springer, 2015.

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Fiorini, Matteo, and Bernard Hoekman. Services Market Liberalization, Economic Governance, and Trade Agreements. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780198821878.003.0010.

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Recent research on the interaction between services trade and investment restrictions and the quality of economic regulation has shown that the productivity growth benefits from liberalization depend importantly on the quality of economic governance. We provide quantitative estimates of the extent of potential downstream productivity gains from services liberalization for EU countries and how these are conditional on domestic economic governance performance; we discuss several dimensions of the state of play in the EU with respect to implementation of the Services Directive and realization of the Single Market objective. We argue that more attention should be given to the design of services trade agreements in improving economic governance, and make several suggestions how this could be done.
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Brooker, Paul, and Margaret Hayward. McDonald’s: Kroc’s Grinding it Out. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780198825395.003.0004.

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Kroc established an iconic global fast-food empire even though he did not found his firm, McDonald’s, until in his fifties. An innovative franchising system was crucial to McDonald’s success, together with a two-dimensional marketing strategy which was quality and family oriented and stressed the formula QSC&V (Quality, Service, Cleanliness, and Value). While his emphasis was on innovative adaptation, strategic (marketing) calculation, and diverse deliberation, Kroc used all six of the rational methods. For example, he and his ‘numbers man’ Sonneborn created the leasing financial base for McDonald’s nation-wide expansion. Kroc’s emphasis on diverse deliberation included allowing his managers to argue with him as well as sell him policy proposals—often through informal deliberation. The final section describes his pioneering international joint-venture system that helped McDonald’s spread around the globe and be adapted to different cultures and markets worldwide.
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Thorat, Sukhadeo, and Samar Verma, eds. Social Science Research in India. Oxford University Press, 2017. http://dx.doi.org/10.1093/acprof:oso/9780199474417.001.0001.

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Social science research (SSR) has a vital role in enriching societies, by generating scientific knowledge that brings insights—even enlightenment—in understanding the dynamics of human behaviour and development. For social sciences to realize their potential in shaping public policy, it is imperative that the research ecosystem is dynamic and vibrant; the institutions governing it are robust and effective; and those producing quality research are strong and well governed. This volume elaborates on various dimensions of SSR in India, presenting a strong case for designing a comprehensive national social science policy which can meaningfully strengthen and promote a research ecosystem for improved public policymaking in the country. Addressing issues like lack of funding, availability of data, infrastructure, and quality of research output, it will serve as a national benchmark and reference database for social sciences in India.
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Book chapters on the topic "Service quality dimensions"

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Kenyon, George N., and Kabir C. Sen. "The Dimensions of Service Quality." In The Perception of Quality, 215–21. London: Springer London, 2014. http://dx.doi.org/10.1007/978-1-4471-6627-6_15.

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del Castillo Peces, Carlos, Carmelo Mercado Idoeta, Miguel Prado Román, and Cristina del Castillo Feito. "The Dimensions of Service Quality." In Economy, Business and Uncertainty: New Ideas for a Euro-Mediterranean Industrial Policy, 143–57. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-00677-8_13.

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Ferguson, Jeffery M., and Philip D. Cooper. "Dimensions of Service Quality: Looking Beyond Technical Competency." In Proceedings of the 1988 Academy of Marketing Science (AMS) Annual Conference, 370–72. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-17046-6_75.

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Braimah, Mahama. "Structured Abstract: Understanding Service Quality Dimensions in Small Hotels." In Creating Marketing Magic and Innovative Future Marketing Trends, 121–26. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-45596-9_24.

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Pedrick, Dennis L., and Emin Babakus. "Distributional Properties of Data and Dimensions of Service Quality." In Proceedings of the 1993 Academy of Marketing Science (AMS) Annual Conference, 365–66. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13159-7_83.

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Miguéis, Vera L., and Henriqueta Nóvoa. "Using User-Generated Content to Explore Hotel Service Quality Dimensions." In Lecture Notes in Business Information Processing, 155–69. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-32689-4_12.

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Suryandari, Retno Tanding. "Online Retail Service Quality Dimensions and Retail Channel-Product Congruence." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 396. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10951-0_153.

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Halim, Roslilee Ab, Hazlin Hasan, Sharifah Zannierah Syed Marzuki, and Mohammad Jais. "Childcare Service Quality: Measuring Expectations of Working Parents Using SERVPERF Dimensions." In Proceedings of the International Conference on Science, Technology and Social Sciences (ICSTSS) 2012, 143–54. Singapore: Springer Singapore, 2014. http://dx.doi.org/10.1007/978-981-287-077-3_16.

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John, Joby. "Perceived Quality in Health Cake Service Consumption: What are the Structural Dimensions?" In Proceedings of the 1989 Academy of Marketing Science (AMS) Annual Conference, 518–21. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-17055-8_105.

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Wu, Yu-Lung, Yu-Hui Tao, Deniel-Y. Chang, and Ting-Mu Huang. "The Dimensions of Service Quality at College Computer Center: Scale Development and Validation." In Communications in Computer and Information Science, 381–92. Berlin, Heidelberg: Springer Berlin Heidelberg, 2015. http://dx.doi.org/10.1007/978-3-662-48319-0_31.

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Conference papers on the topic "Service quality dimensions"

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Tešić, Dejan. "Measuring Dimensions of Service Quality." In 24th International Scientific Conference Strategic Management and Decision Support Systems in Strategic Management. University of Novi Sad, Faculty of Economics in Subotica, 2019. http://dx.doi.org/10.46541/978-86-7233-380-0_61.

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Vrtodušić Hrgović, Ana-Marija, Josipa Cvelić Bonifačić, and Ines Milohnić. "DIMENSIONS OF SERVICE QUALITY IN GLAMPING." In Tourism in Southern and Eastern Europe: Creating Innovative Tourism Experiences: The Way to Extend the Tourist Season. University of Rijeka, Faculty of Tourism and Hospitality Management, 2019. http://dx.doi.org/10.20867/tosee.05.14.

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Akhade, G. N., S. B. Jaju, and R. R. Lakhe. "A Review on Healthcare Service Quality Dimensions." In 2013 6th International Conference on Emerging Trends in Engineering and Technology (ICETET). IEEE, 2013. http://dx.doi.org/10.1109/icetet.2013.38.

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Erdoğmuş, İrem. "Determining Service Quality Dimensions Of Social Commerce Websites." In ISMC 2017 13th International Strategic Management Conference. Cognitive-Crcs, 2017. http://dx.doi.org/10.15405/epsbs.2017.12.02.10.

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Balushi, Tasira Al, and Saqib Ali. "Exploring the Dimensions of Electronic Government Service Quality." In The 28th International Conference on Software Engineering and Knowledge Engineering. KSI Research Inc. and Knowledge Systems Institute Graduate School, 2016. http://dx.doi.org/10.18293/seke2016-061.

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Li, Hongxiu, and Reima Suomi. "Dimensions of E-service Quality: An Alternative Model." In 2008 Second International Conference on Future Generation Communication and Networking Symposia (FGCNS). IEEE, 2008. http://dx.doi.org/10.1109/fgcns.2008.104.

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al Karaawi, Mariam Ibrahim hamood, Azhara Aziz jasim alobeidi, and Marwah Abdulkareem Mahmood Zuhaira. "Human Capital and Their Affect in Service Quality Dimensions." In ICSIM '20: The 3rd International Conference on Software Engineering and Information Management. New York, NY, USA: ACM, 2020. http://dx.doi.org/10.1145/3378936.3378959.

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Al-Nuaimi, Iham Tariq Ismail, Ahmad Kamil Bin Mahmood, Low Tang Jung, and Hamid H. Jebur. "A review of e-service quality dimensions in user satisfaction." In 2013 International Conference on Research and Innovation in Information Systems (ICRIIS). IEEE, 2013. http://dx.doi.org/10.1109/icriis.2013.6716706.

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Sari, Annisa Monicha, Betty Purwandari, Achmad Nizar Hidayanto, Muhammad Fadhil Dzulfikar, Muhammad Mishbah, and Larastri Kumaralalita. "Dimensions of E-Complaint Service Quality: A Systematic Literature Review." In 2019 5th International Conference on Computing Engineering and Design (ICCED). IEEE, 2019. http://dx.doi.org/10.1109/icced46541.2019.9161136.

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Stiakakis, Emmanouil, and Christos K. Georgiadis. "A Model to Identify the Dimensions of Mobile Service Quality." In 2011 Tenth International Conference on Mobile Business, ICMB. IEEE, 2011. http://dx.doi.org/10.1109/icmb.2011.43.

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Reports on the topic "Service quality dimensions"

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Irvine, Cynthia, Tim Levin, Evie Spyropoulou, and Bruce Allen. Security as a Dimension of Quality of Service in Active Service Environments. Fort Belvoir, VA: Defense Technical Information Center, April 2001. http://dx.doi.org/10.21236/ada423588.

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Frazer, Sarah, Anna Wetterberg, and Eric Johnson. The Value of Integrating Governance and Sector Programs: Evidence from Senegal. RTI Press, September 2021. http://dx.doi.org/10.3768/rtipress.2021.rb.0028.2109.

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As the global community works toward the Sustainable Development Goals, closer integration between governance and sectoral interventions offers a promising, yet unproven avenue for improving health service delivery. We interrogate what value an integrated governance approach, intentionally combining governance and sectoral investments in strategic collaboration, adds to health service readiness and delivery using data from a study in Senegal. Our quasi-experimental research design compared treatment and control communes to determine the value added of an integrated governance approach in Senegal compared to health interventions alone. Our analysis shows that integrated governance is associated with improvements in some health service delivery dimensions, specifically, in aspects of health facility access and quality. These findings—that health facilities are more open, with higher quality infrastructure and staff more frequently following correct procedures after integrated governance treatment—suggests a higher level of service readiness. We suggest that capacity building of governance structures and an emphasis on social accountability could explain the added value of integrating governance and health programming. These elements may help overcome a critical bottleneck between citizens and local government often seen with narrower sector or governance-only approaches. We discuss implications for health services in Senegal, international development program design, and further research.
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Coelho Resende, Noelle, Renata Weber, Jardel Fischer Loeck, Mathias Vaiano Glens, Carolina Gomes, Priscila Farfan Barroso, Janine Targino, Emerson Elias Merhy, Leandro Dominguez Barretto, and Carly Machado. Working Paper Series: Therapeutic Communities in Brazil. Edited by Taniele Rui and Fiore Mauricio. Drugs, Security and Democracy Program, Social Science Research Council, June 2021. http://dx.doi.org/10.35650/ssrc.2081.d.2021.

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Spread across Brazil and attaining an unparalleled political force, therapeutic communities are as inescapable in the debate on drug policy as they are complex to define. Although they are not a Brazilian creation, they have been operating in that country for decades, and their dissemination intensified in the 1990s. In 2011, they were officially incorporated into Brazil's Psychosocial Care Network (Rede de Atenção Psicossocial, or RAPS). Since then, therapeutic communities have been at the center of public debates about their regulation; about how they should—or even if they should—be a part of the healthcare system; about the level of supervision to which they should be submitted; about their sources of funding, particularly whether or not they should have access to public funding; and, most importantly, about the quality of the services they offer and the many reports of rights violation that have been made public. However, a well-informed public debate can only flourish if the available information is based on sound evidence. The SSRC’s Drugs, Security and Democracy Program is concerned with the policy relevance of the research projects it supports, and the debate around therapeutic communities in Brazil points to a clear need for impartial research that addresses different cross-cutting aspects of this topic in its various dimensions: legal, regulatory, health, and observance of human rights, among others. It is in this context that we publish this working paper series on therapeutic communities in Brazil. The eight articles that compose this series offer a multidisciplinary view of the topic, expanding and deepening the existing literature and offering powerful contributions to a substantive analysis of therapeutic communities as instruments of public policy. Although they can be read separately, it is as a whole that the strength of the eight articles that make up this series becomes more evident. Even though they offer different perspectives, they are complementary works in—and already essential for—delineating and understanding the phenomenon of therapeutic communities in Brazil.
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Colomb, Claire, and Tatiana Moreira de Souza. Regulating Short-Term Rentals: Platform-based property rentals in European cities: the policy debates. Property Research Trust, May 2021. http://dx.doi.org/10.52915/kkkd3578.

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Short-term rentals mediated by digital platforms have positive and negative impacts that are unevenly distributed among socio-economic groups and places. Detrimental impacts on the housing market and quality of life of long-term residents have been particular contentious in some cities. • In the 12 cities studied in the report (Amsterdam, Barcelona, Berlin, Brussels, Lisbon, London, Madrid, Milan, Paris, Prague, Rome and Vienna), city governments have responded differently to the growth of short-term rentals. • The emerging local regulations of short-term rentals take multiple forms and exhibit various degrees of stringency, ranging from rare cases of laissez-faire to a few cases of partial prohibition or strict quantitative control. Most city governments have sought to find a middle-ground approach that differentiates between the professional rental of whole units and the occasional rental of one’s home/ primary residence. • The regulation of short-term rentals is contentious and highly politicised. Six broad categories of interest groups and non-state actors actively participate in the debates with contrasting positions: advocates of the ‘sharing’ or ‘collaborative’ economy; corporate platforms; professional organisatons of short-term rental operators; new associations of hosts or ‘home-sharers’; the hotel and hospitality industry; and residents’ associations/citizens’ movements. • All city governments face difficulties in implementing and enforcing the regulations, due to a lack of sufficient resources and to the absence of accurate and comprehensive data on individual hosts. That data is held by corporate platforms, which have generally not accepted to release it (with a few exceptions) nor to monitor the content of their listings against local rules. • The relationships between platforms and city governments have oscillated between collaboration and conflict. Effective implementation is impossible without the cooperation of platforms. • In the context of the European Union, the debate has taken a supranational dimension, as two pieces of EU law frame the possibility — and acceptable forms — of regulation of online platforms and of short-term rentals in EU member states: the 2000 E-Commerce Directive and the 2006 Services Directive. • For regulation to be effective, the EU legal framework should be revised to ensure platform account- ability and data disclosure. This would allow city (and other ti ers of) governments to effectively enforce the regulations that they deem appropriate. • Besides, national and regional governments, who often control the legislative framework that defines particular types of short-term rentals, need to give local governments the necessary tools to be able to exercise their ‘right to regulate’ in the name of public interest objectives.
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