Dissertations / Theses: '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 (Î² = -.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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Brooks, Roger Frederick. "Internal service quality and its impact on external service quality : a study of the role of internal customer types and the dimensions which are used to assess internal suppliers within an organisation and how this affects external service quality." Thesis, Aston University, 1995. http://publications.aston.ac.uk/10799/.

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This research explores the role of internal customers in the delivery of external service quality. It will consider any potentially different internal customer types that may exist within the organisation. Additionally, it will explore any potential differences in the dimensions that are used to measure service quality internally and externally. If there are different internal customer types then there may be different dimensions which are used to measure service quality between these types and this will be considered also. The approach adopted given the depth and breadth of understanding required, was an action research case based approach. The research objectives were: (i) To determine the dimensions of internal service quality between internal customer supplier cells. (ii) To determine what variation, if any, there is in the dimension sets between internal customer supplier cells. (iii) To determine any ranking in the dimensions that could exist by internal customer supplier cell type. (iv) To investigate the impact of internal service quality on external service quality over time. The research findings were: (i) The majority of the dimensions used in measuring external service quality were also used internally. There were additions of new dimensions however and some dimensions which were used externally, for internal use, had to be redefined. (ii) Variation in dimension sets were revealed during the research. Four different dimension sets were identified and these were matched with four different types of internal service interaction. (iii) Differences in the ranking of dimensions within each dimension set for each internal customer supplier cell type were confirmed. (iv) Internal service quality was seen to influence external service quality but at a cellular level rather than company level. At the company level, the average internal service quality at the start and finish of the research showed no improvement but external service quality had improved. Further investigation at the cellular level showed that improvements in internal service quality had occurred. Those improvements were found to be with the cells that were closest to the customer.

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Pereda, Maria Helena. "An examination of the impact of service quality dimensions on students' satisfaction in higher education in the UK." Thesis, University of Surrey, 2006. http://epubs.surrey.ac.uk/839/.

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Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.

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Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes provide significant evidence of how customers act and feel. Furthermore, there is a lack of theoretical modelling and empirical studies on the relationships between customer satisfaction, service quality and variables in other areas of service experience, such as price, reputation and complaint intention, in the retail banking context. Thus, the current study adopted the expectation confirmation theory because its aim is to develop a framework that advances the understanding of customer satisfaction, intention and loyalty in the retail banking sector, which can be best achieved by choosing a theory whose main target is to measure customer satisfaction and post-purchase behaviour. The proposed framework enhances our understanding by expanding ECT theory. To clarify, the conceptual framework introduces three constructs, price, reputation and complaint intention, which had not previously been brought together into one framework with the rest of the present study constructs, a practice which is considered to offer a highly valuable contribution. Additionally, the outcomes from this study have many implications for managers and decision-makers in the banking service sector. It is essential for marketing managers in the banking sector to understand the importance of all of the components of service quality as well as price and reputation, in order to understand fully customer satisfaction and intentions. The primary aim of this study is to examine how customer intention and loyalty are affected by service quality dimensions, price and reputation, using the intermediation role of confirmation and customer satisfaction. This study has developed a theoretical framework that integrates a set of essential variables to evaluate the impact of service quality dimensions, price and reputation on customer's intentions and loyalty, using Expectation Confirmation Theory. Consequently, hypotheses are created to examine the association between the framework variables. This study employs a quantitative method alongside a positivist approach to examine the hypothetical associations within the conceptual framework. Of the online surveys distributed to retail banking consumers, 923 were valid. To validate and analyse the data, the research study employs structural equation modelling using AMOS SPSS (Statistical Package for the Social Sciences). The final results illustrate that tangibles, assurance, responsiveness, empathy and price have a significant impact on confirmation and customer satisfaction. On the other hand, reliability has no significant impact on confirmation and customer satisfaction in the Saudi retail banking sector. In addition, reputation has a significant impact on customer satisfaction. Furthermore, confirmation also has an important influence on customer satisfaction and customer satisfaction has a significant relationship with customer intentions and loyalty. Customer satisfaction also has a significant relationship with customer loyalty. Indeed, the overall results of this study reveal the impact of service quality, price and reputation on customer intention and loyalty through customer satisfaction, along with confirmation of customer expectations. Finally, the outcomes of this study have practical and theoretical implications which advance the knowledge in this area.

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Karlsson, Zimon, and Gustav Carlsson. "Service Quality in the Eyes of Sporadic Spectators : A Quantitative Study for HV71 with a Modified Sportscape Framework." Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Marketing and Logistics, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-49161.

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Introduction: Sports consumption is a unique human experience in which consumers invest both money and emotions where the game becomes the main focus of the event and constitutes what is known to be a sporting event. Sports organizations are required to track how their service quality is perceived during these events in order to understand the values of their spectators and to evaluate levels of satisfaction. As prior seasons in the SHL has shown an average decreasing number of attendances at the arenas, a possible issue may exist, suggesting that further understanding about how the service is perceived becomes useful. Purpose: The purpose of this master thesis is to examine how sporadic spectators experience the service quality offered by HV71 at Kinnarps Arena. Moreover, five dimensions within service quality are implemented to distinguish the perceived service quality among sporadic spectators in various areas, and how it relates to the intention to attend more games. Based on that, two research questions and six hypotheses were formulated for this thesis. Method: To fulfill the purpose of the study, a quantitative method was conducted. The data was collected through a survey distributed by HV71 to spectators attending at Kinnarps Arena during the 2019/2020 SHL season. Due to the quantitative method, a deductive approach became useful as hypotheses with a modified framework were developed based on an existing theory. The theoretical anchoring includes prior research in the field of service quality and how it is associated with sporting events, which has been incorporated when analyzing the empirical findings. Conclusion: The empirical findings in this study presents how the sporadic spectator perceives the service offered at Kinnarps Arena, whereas some differences between the dimensions exist. Moreover, the findings showed that each dimension are positively related with the perceived service quality, while identifying that there is not a strong relationship between the perceived service quality and intention to attend more games. Some findings suggested that other factors contribute to the intention to attend more, and not solely the perceived service quality.

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Ren, Min. "Behavioural intentions in the motel industry : an empirical analysis." Diss., Lincoln University, 2008. http://hdl.handle.net/10182/1097.

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The New Zealand hospitality sector has become increasingly competitive in the past decade. The increase in competition has prompted motel management to focus on generating favourable customers’ perceptions of their service as favourable perceptions encourage repeat purchase. Strategically, retaining existing customers and attracting new customers will be critical if motels are going to remain profitable in New Zealand’s competitive accommodation market. There is a conceptual gap in the marketing literature as there has been very limited published research on service quality, value, customer satisfaction or behavioural intentions on the motel industry. This study seeks to fill this conceptual gap in the motel industry by identifying the dimensions of service quality, and empirically examining the interrelationships among the service quality dimensions, service quality, value, customer satisfaction, and behavioural intentions. The findings of this study are based on the analysis of a sample of 349 respondents who stayed at a full service New Zealand motel on Riccarton Road in Christchurch. Of the 600 questionnaires distributed, a total of 349 useable responses were returned resulting in a 58.2% useable response rate. Support was found for use of the primary dimensions: Interaction Quality, Physical Environment Quality, and Outcome Quality as broad dimensions of service quality in a hierarchical factor structure for motels. Ten sub-dimensions of service quality, as perceived by motel customers, were determined using focus group interviews and exploratory factor analysis. These ten sub-dimensions were: (1) Staff Professionalism, (2) Accuracy of Reservation, (3) Tangibles, (4) Cleanliness and Comfort, (5) Noise Level, (5) Parking, (7) Security, (8) Accuracy of Billing, (9) Location, and (10) Pleasant Stay. Support for the hypothesised paths between Service Quality, Value (price), Satisfaction, and Favourable Behavioural Intentions was confirmed. The results of the regression analysis make a contribution to the service marketing theory by providing an empirically based insight into the Service Quality construct in the motel industry. The study also provides a framework for understanding the effects of the three primary dimensions on Service Quality and how Service Quality affects Value (price), Satisfaction, and Favourable Behavioural Intentions. Value (price) was also empirically supported as an important predictor variable that has a moderating effect on the relationship between service quality and customer satisfaction.

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Turbak, Karolina, and Uliana Kovaleva. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality among the Customers with Swedish, Polish and Russian Backgrounds. : Study of Swedish Banking Industry." Thesis, Mälardalen University, Mälardalen University, Mälardalen University, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6278.

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Date: May 29, 2009

Course: Master thesis, EFO705

Authors: Uliana Kovaleva, 830906, Karolina Turbak, 850710

Tutor: Tobias Eltebrandt

Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality among the Customers with Swedish, Polish and Russian Backgrounds.

Strategic question: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?

Research questions: If customers with Polish and Russian origin differ in their perceptions of the service quality attributes from Swedish customers, what kind of influence do culture and the level of acculturation have on their perceptions of service quality?

Method: Apart from secondary data, the questionnaire results were collected as a source of the primary data. The study was conducted using both quantitative and qualitative methods. The questionnaire results were analysed in SPSS by applying T-tests, and the answers for the open-ended questions were analysed additionally.

Theoretical Framework: The theories which were used include service quality dimensions, Hofstede’s cultural dimensions and the level of acculturation. The results of previous studies addressing the cultural influences on the service quality were applied extensively. The theories were chosen according to the purpose of the study and used in analysis in a comprehensive way.

Conclusions: According to the study culture and the level of acculturation have influence on the perceptions of service quality. The Polish and Russian customers with the low and medium levels of acculturation have lower overall service quality perceptions compared to the highly acculturated customers with foreign background and Swedish. In particular, the perceptions of assurance and empathy dimensions are significantly different between the studied groups.

“The impact of cultural recognition on service‐consumtions among customers in Sweden with foreign background.”

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Carlsson, Linnéa, and Elin Johansson. "Pålitlighetens påverkan till kundnöjdhet : En kvantitativ studie om hur konsumenter upplever pålitlighetens påverkan för nöjda kundupplevelser inom konsumentservice." Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36228.

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Syfte: Kundnöjdhet förekommer i olika nivåer när en konsument genomför ett köp av tjänst. Servicekvaliteten är av stor vikt vid uppfyllandet av konsumentens behov och önskemål. Det finns tio olika dimensioner av servicekvalitet, där en av dimensionerna är pålitlighet. Servicekvalitets dimensionen pålitlighet har dock kritiserats vid olika tillfällen och är varierande beroende på bransch. Tidigare studier resulterade i att pålitlighet inte har en stor inverkan i kundnöjdhet, medan andra studier påvisar att det finns en inverkan. Pålitlighet visar sig från tidigare studier ha en varierande stabilitet. I följd av detta har vi utformat syftet: Syftet med vår studie är att skapa en ökad förståelse över servicekvalitetsdimensionen pålitlighet och dess bidragande faktor till nöjda kundupplevelser inom konsumentservice. Metod: Studien genomförs med ett deduktivt förhållningssätt med en kvantitativ forskningsmetod. Forskningsdesignen följer en tvärsnittsdesign på grund av studien, med utgångspunkt ska kunna utnyttja surveyundersökningar, det vill säga enkäter. Studiens resultat analyseras i SPSS, där det utförts en deskriptiv statistik och korrelationsanalys, samt i Excel där det genomförts olika sammanställningar av enkätsvaren. Detta följs av studiens egen analys, resultat, diskussion och slutsats. Resultat & Slutsats: Studiens resultat tyder på att servicedimensionen pålitlighet har ett positivt samband och inverkan på kundnöjdhet inom frisörbranschen. Samtidigt har konsumenters behov en betydelsefull inverkan på pålitlighet och kundnöjdhet, såsom upplevelse, pris och trygghet. Om dessa faktorer uppfylls av tjänsteutövaren kommer en positiv nivå av kundnöjdhet uppstå. Examensarbetets bidrag: Studien bidrar med ökad kunskap om servicekvalitets dimensionen pålitlighets påverkan till nöjda kundupplevelser inom frisörbranschen. Jämfört med tidigare studier som fokuserat på servicekvalitet i sin helhet riktat mot kundnöjdhet. I och med tidigare studiers helhetöversikt, kan denna studie ge en mer ingående beskrivning om en servicekvalitets dimension och dessutom nämna vilka parametrar som är av vikt vid uppfyllandet av kundnöjdhet. Förslag till fortsatt forskning: Studien påvisar avgränsningar genom att enbart rikta sig mot en kvalitetsdimension och frisörbranschen. Förslag till vidare forskning är att undersöka en annan dimension än pålitlighet för att se huruvida de kan bidra till nöjda kundupplevelser. Ett annat förslag kan vara att undersöka samma dimension med en annan bransch, för att se likheter och skillnader branscher sinsemellan.
Aim: Customer satisfaction occurs in different levels when a consumer makes a service purchase. The quality of service is important in the fulfilling of consumers needs and wishes. There are ten different dimensions of service quality, including reliability. However, reliability have been criticized in various occasions and depending on the industry. A previous research results have shown us that reliability doesn’t have a major impact on customer satisfaction, but other research has shown that there is an extensive impact. Reliability has a varying stability and therefore this study intends to investigate the following: The aim of this study is to create an increased understanding of the service quality dimension reliability and its attributes to customer satisfaction experience within consumer service. Method: The study is followed by a deductive approach from a quantitative research method. The research design follows by a cross-sectional design due the basis of being able to use surveys. The study’s results are analyzed in SPSS, such as descriptive statistic and correlation analysis. The study also used excel to do some various compilations of the survey responses. This is followed by the study’s own analysis, results, discussion, and conclusion. Result & Conclusion: The study’s results indicate that reliability has a positive relationship and an impact on customer satisfaction in the barber industry. At the same time, consumer requirement has a significant impact on reliability and customer satisfaction. These requirements are experience, price and comfort. If these factors are fulfilled by the service provider, a positive level of customer satisfaction will show. Contribution of the thesis: This study contributes an increased knowledge about reliabilities impact on customer satisfaction experience in the barber industry. Compared with previous research who has been focused on the service quality entirety impact for the customer satisfaction. With previous studies overall view, this study can provide a more detailed description on one service quality dimension and also mention which parameters that are important in fulfilling the customer satisfaction. Suggestions for future research: This study has limitations by focusing only on one quality dimension of the barber industry. Suggestions for further research are to examine another dimension, to see if they can contribute to better customer satisfaction experiences. Another suggestion might be to examine the same dimension in another industries, to see similarities and differences between industries.

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Kazemi, Ali. "Etude des relations entre les dimensions de la qualité de service du point de vente, l'image de l'enseigne, la satisfaction des clients et la fidélité : un modèle pour une chaîne de distribution iranienne." Thesis, Bordeaux 4, 2011. http://www.theses.fr/2011BOR40063/document.

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Aujourd'hui l'image de marque des chaînes de distribution est un élément central deleur succès. La plupart d'entre elle ont des programmes destinés à mesurer lesdifférentes dimensions de leur performance au niveau du point de vente, de lasatisfaction de leur client, de la qualité de leur relation-client et de leur image demarque.Ces facteurs sont supposés contribuer à la fidélité des clients. La question est d'enconnaître le poids relatif. L'objet de cette recherche est d'en proposer un modèleintégré et d'en tester la valeur empirique, dans le cas d'une chaîne de distributioniranienne, sur la base d'un échantillon de 500 consommateurs. La qualité des pointsde vente, la satisfaction des consommateurs, l'image de marque de l'entreprise, et laqualité de la relation sont intégrés dans un modèle explicatif de la fidélité desconsommateurs. Effort rarement fait, la littérature ayant testé séparément lesdifférentes hypothèses
Today, the most successful corporate image in the world are retailing and chain stores. Most chainstores and retailing companies have research programs designed to measure Point of Sale (Store),Customer Satisfaction (Experience), Brand Image (Corporate Image) and Quality of relationship.Such programs are designed to allow management to measure store (POS) constructs and relationswith corporate image, satisfaction, quality of relationship and store loyalty. This constructs provideessential information to guide efforts to increase the excellent variability in stores and will help toensure there continued loyalty and patronage. There is evidence as to the link between store qualityand excellence chain store performance and chain store –level data suggests as link between higherstore quality, higher corporate image, higher customer satisfaction, higher loyalty and improved themarket share, customer share and profitability.The survey effect of Store Quality Dimensions as a POS toward Customer Satisfaction and LoyaltyDimensions, to creating the loyal customers is one of the most important in literature of this thesis.There have been different but homogenous approach for considering research constructs. Thecustomer - based approach, the financial approach and combination approach. While this studyfocus on customer approach and survey the effective process of “SQD ---CS---LD path” in chainstore industry.This constructs used to operationalization of customer loyalty as target objective of model .we usedthe store quality as an antecedent of customer satisfaction and customer loyalty and called “SQDbased-LD” approach. The contribution of this study is formulating and development of aconceptual framework that integrates the constructs of model and extraction of SQD – LD Modelin Iran chain stores

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Eberle, Luciene. "Identificação das dimensões da qualidade em serviços: um estudo aplicado em uma instituição de ensino superior localizada em Caxias do Sul-RS." reponame:Repositório Institucional da UCS, 2009. https://repositorio.ucs.br/handle/11338/353.

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O presente trabalho consistiu em identificar e avaliar a percepção dos clientes (alunos) sobre os serviços prestados pela Universidade de Caxias do Sul (UCS), através da identificação dos atributos que impactam na sua satisfação e de dimensões, ou fatores, relacionados à qualidade, que podem ser sugeridos na busca de um diferencial competitivo nos cursos de pós-graduação (lato sensu). A identificação dos atributos e, por conseguinte, das dimensões da qualidade relacionadas aos serviços prestados pode ajudar a Instituição a priorizar ações, considerando a percepção dos alunos, no sentido de elevar a qualidade dos serviços, contribuindo para a excelência na educação, além de estimular a retenção de clientes (alunos) e consolidar seu posicionamento de mercado. A pesquisa foi desenvolvida em duas fases: uma qualitativa, sendo por meio de entrevistas individuais em profundidade, e outra quantitativa, com a aplicação de um questionário estruturado que para a análise dos dados foram utilizadas técnicas estatísticas multivariadas. Os resultados obtidos evidenciaram o grau de satisfação dos alunos, o que permitiu identificar as dimensões da qualidade dos serviços prestados, além de alguns direcionamentos para a IES.
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The present work consists in indentifying and evaluating customer´s perception (students) about the services of the University of Caxias do Sul (UCS), through the identification of the attributes that have an impact on their satisfaction and the dimensions and factors related to quality, which can be suggested in the search for a competitive differential of the post-graduation courses (lato sensu). The identification of the attributes, and consecutively, of the dimensions of quality related to the offered services can help the institution to give priority to certain actions, considering the student´s perception, in order to increase the quality of the services, contributing the excellence within the educational field, besides stimulating the customer´s retention (students) and consolidating its market position. The research was developed in two phases: a qualitative one, involving in-depth interviews, and the quantitative one, involving structured questionnaires; the data analysis was made trough various statistical techniques and procedures. The results obtained clearly show the degree of student´s satisfaction, which allows the Institution to identify the dimensions of quality related to the offered services, besides pointing future directions to the IES.

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Wu, Hung-Che. "An empirical study of behavioural intentions in the Taiwan hotel industry." Lincoln University, 2009. http://hdl.handle.net/10182/1793.

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The issue of behavioural intentions has attracted the attention of hotel marketers and academics because favourable behavioural intentions help hotels to retain customers. The marketing literature has identified that service quality, perceived value, image, customer satisfaction and demographic variables are significant determinants of behavioural intentions. This suggests that behavioural intentions are a multi-dimensional concept. Despite the importance of behavioural intentions, there is limited research on this construct in the hotel industry. The aim of this research was to gain an empirical understanding of behavioural intentions in the Taiwan hotel sector. A multi-level model was used as a framework for the analysis. The dimensions of service quality as perceived by hotel customers were identified through the literature review and focus group discussions. Hypotheses were formulated and tested to examine the interrelationships between behavioural intentions, service quality, customer satisfaction, perceived value and image, and to determine if perceived value plays a moderating role between service quality and customer satisfaction. Finally, customer perceptions of these constructs were compared based on demographic factors such as age, gender and income. The findings of this study were based on the analysis of a sample of 580 customers who had stayed at a five-star hotel in Kaohsiung City of Taiwan. Support was found for the use of a multi-level model and the primary dimensions: Interaction Quality, Physical Environment Quality and Outcome Quality, as broad dimensions of service quality. The 12 sub-dimensions of service quality, as perceived by hotel customers, were identified. These were: Employees’ Conduct, Employees’ Expertise, Employees’ Problem-Solving, Customer-to-Customer Interaction, Décor & Ambience, Room Quality, Availability of Facility, Design, Location, Valence, Waiting Time and Sociability. The results indicated that each of the primary dimensions varied in terms of their importance to overall perceived service quality, as did the sub-dimensions of the primary dimensions. In addition, the statistical results supported a relationship between perceived value and service quality, image and service quality, customer satisfaction, perceived value, image and service quality, and behavioural intentions, image and customer satisfaction. The results also revealed that customer perceptions of the constructs were primarily affected by their purpose of travel and occupation. The results contribute to the services marketing theory by providing an empirically based insight into the service quality, perceived value, image, customer satisfaction and behavioural intentions constructs in the Taiwan hotel industry. This research also provides an analytical framework for understanding the effects of the three primary dimensions on service quality and the effect of service quality on constructs, such as, perceived value, image, customer satisfaction and behavioural intentions. This study will assist the management of the hotel industry to develop and implement a market-oriented service strategy in order to achieve a high quality of service, upgrade customers’ levels of satisfaction, and create favourable future behavioural intentions.

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Kao, Tzu-Hui. "University student satisfaction: an empirical analysis." Lincoln University, 2007. http://hdl.handle.net/10182/1833.

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New Zealand's tertiary education sector has experienced political reform, social changes, economic changes and globalisation in the last two decades, and the sector has become more internationally competitive. DeShields, Kara, and Kaynak (2005) recommended that management of higher education should apply a market-oriented approach to sustain a competitive advantage. Therefore, understanding and managing students' satisfaction and their perceptions of service quality is important for university management if they are to design and implement a market-oriented approach. The purpose of this research is to gain an empirical understanding of students' overall satisfaction in a university in New Zealand's higher education sector. A hierarchal model is used as a framework for the analysis. Fifteen hypotheses are formulated and tested to identify the dimensions of service quality as perceived by university students, to examine the relationship between students' overall satisfaction with influential factors such as tuition fees (price) and the university's image, and to determine the impact of students' overall satisfaction on favourable future behavioural intentions. In addition, students' perceptions of these constructs are compared using demographic factors such as gender, age, and ethnicity. The findings of the study are based on the analysis of a sample of 223 students studying at Lincoln University. Support is found for the use of a hierarchical model and the primary dimensions; Interaction Quality, Physical Environment Quality, and Outcome Quality, as broad dimensions of service quality. Ten sub-dimensions of service quality, as perceived by students, are identified. These are: Academic Staff, Administration Staff, Academic Staff Availability, Course Content, Library, Physically Appealing, Social Factors, Personal Development, Academic Development, and Career Opportunities. The results indicate that each of the primary dimensions vary in terms of their importance to overall perceived service quality, as do the sub-dimensions to the primary dimensions. In addition, the statistical results support a relationship between service quality and price; service quality, image, and satisfaction; and satisfaction and favourable future behavioural intentions. However, there is no statistical support for a relationship between price and satisfaction. The results also suggest that students' perceptions of the constructs are primarily influenced by their ethnicity and year of study. The results of the analysis contribute to the service marketing theory by providing an empirically based insight into the satisfaction and service quality constructs in the New Zealand higher education sector. The study also provides an analytical framework for understanding the effects of the three primary dimensions on service quality and the effects of service quality on constructs including price, image, satisfaction, and favourable future behavioural intentions. This study will assist management of higher education to develop and implement a market-oriented service strategy in order to achieve a high quality of service, enhance students' level of satisfaction and create favourable future behavioural intentions.

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Donadello, Graciane. "Dimensões da qualidade em serviços: um estudo aplicado em uma franquia de idiomas." reponame:Repositório Institucional da UCS, 2011. https://repositorio.ucs.br/handle/11338/587.

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Qualidade em serviços tem sido assunto frequentemente estudado na literatura de marketing de serviços, uma vez que conhecer os fatores que fazem com que os clientes permaneçam adquirindo produtos ou consumindo serviços, permite à empresa direcionar os esforços de marketing, a fim de atingir suas expectativas, maximizando os resultados e promovendo a retenção. Assim sendo, o propósito central deste estudo foi identificar as dimensões e os atributos relacionados à qualidade percebida dos serviços prestados por uma escola de idiomas franqueada, a Wizard, em relação à satisfação dos seus clientes (alunos). Para tanto, após a revisão bibliográfica sobre o tema em estudo, foi realizada uma pesquisa qualitativa, com caráter exploratório, utilizando-se entrevistas pessoais em profundidade com abordagem semi-estruturada. Em seguida, foi conduzida uma pesquisa quantitativa, com caráter conclusivo, por meio de um survey, utilizando-se as técnicas estatísticas como a análise fatorial, a regressão linear múltipla e a ANOVA. Através da análise fatorial foi possível obter 7 dimensões da qualidade de serviços: (i) professor; (ii) estrutura para ensino; (iii) atendimento; (iv) imagem; (v) material didático; (vi) relação custo versus benefício; e (vii) aparência do ambiente / equipamentos. Além disso, por meio da regressão linear múltipla foi possível explicar 56,9% da satisfação geral em função de apenas seis atributos. Os resultados encontrados possibilitaram a identificação das dimensões da qualidade percebida, assim como, o grau de satisfação dos clientes (alunos).
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Service quality has been a subject frequently studied in the service marketing literature, since knowing the factors that make customers remain purchasing products or consuming services. It allows companies to target marketing efforts to achieve their expectations, maximizing results and promoting customer retention. The purpose of this study was to identify the dimensions and attributes related to perceived service quality provided by a franchised language school, Wizard, in relation to their customer satisfaction (the students). Therefore, after the literature review on the subject, an exploratory qualitative survey was conducted, through in-depth personal interviews with semi-structured approach. Next, a conclusive quantitative research was handled through a survey, using statistical techniques like factor analysis, multiple linear regression and ANOVA. Through the factor analysis it was possible to obtain 7 service quality dimensions: (i) teacher, (ii) learning framework, (iii) service, (iv) image, (v) didactic material, (vi) cost versus benefit relationship and; (vii) appearance of the environment / equipments. Furthermore, by the multiple linear regression, it was possible to explain 56.9% of the overall satisfaction on the basis of six attributes. Therefore, the obtained results allowed the identification of the perceived quality dimensions, as well as the students´ satisfaction degree.

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Abboud, Khodor. "Conception et évaluation d'un modèle adaptatif pour la qualité de service dans les réseaux MPLS." Phd thesis, Ecole Centrale de Lille, 2010. http://tel.archives-ouvertes.fr/tel-00590422.

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L'objectif de ce travail de thèse dans un premier temps est l'évaluation de performances des modèles de routage multi-chemins pour l'ingénierie de trafic et l'équilibrage de charge sur un réseau de type IP/MPLS (MPLS-TE). Nous comparons la capacité de ces modèles à équilibrer la charge du réseau tout en faisant de la différentiation de trafic. Nous les appliquons sur des grandes topologies générées par le générateur automatique des topologies BRITE, qui s'approchent en forme et en complexité du réseau réel. Nous mesurons ainsi l'impact de leur complexité respective et donc la capacité à les déployer sur des réseaux de grande taille (scalabilité). Dans un second temps, l'objectif est de proposer un concept de modélisation générale d'un réseau à commutations par paquets. Ce modèle est établi sur la base de la théorie différentielle de trafic et la théorie des files d'attente, tout en utilisant des approches graphiques. Le but est d'estimer l'état de charge du réseau et de ses composants (routeurs, liens, chemins). Ensuite, en fonction de ça, nous développons des approches de contrôle de congestion et commande sur l'entrée améliorant les techniques de routage adaptatif et l'équilibrage de charge dans les réseaux IP/MPLS

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Van, der Merwe Samatha Michelle. "The impact of electronic service quality dimension on customer satisfaction." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1367.

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Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.

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Hussain, Mushtaq, and Pratibha Ranabhat. "Influence of service and product quality on customer retention, A Swedish grocery store." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-14762.

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Aim: The aim of this study is to examine and compare the importance of services and products in grocery store and to study the effects of services and products on customer retention. Method: This study is quantitative and data is collected by conducting a survey. Primary data is collected through questionnaires by visiting the stores in two cities of Sweden, namely Bollnäs and Gävle. In order to study the importance of service and products, importance scale is used in the questionnaire. Comparative analysis is used to analyze the data. Results & Conclusions: The results show that customers are more concerned about the quality of products rather than quality of services. Further, it is found that among all service elements, personal interaction is considered more important whereas, among products elements, quality of products has most influence on customer decisions. After the comparison of services and products, we found out that product quality influences customer retention to a greater extent. Suggestions for future research: Research always continues and could be followed up with more perception dimensions either from customers’ perspectives or from managerial perspectives. Future research can be conducted to study managerial perception of service and product quality. Furthermore, future research can be conducted to find out other factors that determine customer retention. Customers from multiple stores and larger cities can also be the theme for future researches. Contribution of the study: This study helps retail business to build strong customer base by focusing first on quality of products and then services. Further this helps firms to know how customer’s decision making is affected. Firms with limited resources can first focus on product improvement then on services.

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Tiemounou, Sibiri. "Développement d'une méthode de diagnostic technique des dégradations de qualité vocale perçue des communications téléphoniques à partir d'une analyse du signal de parole." Thesis, Rennes 1, 2014. http://www.theses.fr/2014REN1S097/document.

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Les opérateurs de télécommunications se doivent de maîtriser et d'évaluer la qualité des services qu'ils offrent à leurs clients, dans un contexte en perpétuelle évolution. Comme alternative rapide et à moindre coût aux évaluations fondées sur l'interrogation d'utilisateurs, des outils de mesure ont été développés, qui intègrent des modèles permettant de prédire la qualité perçue. Cette thèse avait pour but de concevoir un outil de diagnostic de qualité vocale (applicable aux services de téléphonie), complémentaire à de tels modèles objectifs, afin d'obtenir des informations spécifiques sur la nature des défauts présents sur le signal audio et d'orienter vers des causes potentielles de ces défauts. En partant de l'hypothèse que la qualité vocale est multidimensionnelle, nous avons fondé l'outil de diagnostic sur la modélisation des quatre dimensions identifiées dans la littérature : la Bruyance, représentative des bruits de fond, la Continuité, relative à la perception des discontinuités dans le signal, la Coloration, liée aux distorsions du spectre de la voix, et la Sonie, traduisant la perception du niveau sonore. Chacune de ces dimensions est quantifiée à l'aide d'indicateurs de qualité issus de l'analyse du signal audio. Notre démarche a consisté, dans un premier temps, à rechercher dans des modèles objectifs récents (notamment la norme P.863 de l'UIT-T) des indicateurs de qualité et à en développer d'autres pour caractériser parfaitement chaque dimension. S'est ensuivie une étude de performances de ces indicateurs, les plus pertinents devant être intégrés dans notre outil de diagnostic. Finalement, pour chaque dimension, nous avons développé un module de classification automatique de défauts perçus en fonction de la nature du défaut identifié dans le signal, ainsi qu'un module supplémentaire estimant l'impact du défaut sur la qualité vocale. L'outil proposé couvre les trois bandes audio (bande étroite, bande élargie et bande super-élargie) couramment utilisées dans les systèmes de télécommunications avec, toutefois, une priorité pour les signaux en bande super-élargie, plus représentatifs des contenus audio qu'on sera amené à rencontrer dans les futurs services de télécommunications
Quality of service is a huge issue for telecommunications operators since they have to master and evaluate it in order to satisfy their customers. To replace expensive and time-consuming human judgment methods, objective methods, integrating objective models providing a prediction of the perceived quality, have been conceived. Our research aimed at developing a technical diagnostic method, complementary to objective voice quality models, which provides specific information about the nature of the perceived voice quality impairments and identifies the underlying technical causes. Assuming that speech quality is a multidimensional phenomenon, our technical diagnostic method is built on the modelling of the four perceptual dimensions identified in the literature: “Noisiness” relative to the perceived background noise, “Continuity” linked to discontinuity, “Coloration” related to frequency–response degradations and “Loudness” corresponding to the impact of the speech level, each one being quantified by quality degradation indicators based on audio signal analysis. A crucial step of our research was to find and/or to develop relevant quality degradation indicators to perfectly characterize each dimension. To do so, we identified quality degradation indicators in the most recent objective voice quality models (particularly the ITU-T P.863 recommendation, known as POLQA) and we analysed the performance of identified indicators. Then, the most relevant indicators have been considered in our diagnostic method. Finally, for each dimension, we proposed a detection block which automatically classifies a perceived degradation according to the nature of the defect detected in the audio signal, and an additional block providing information about the impact of degradations on speech quality. The proposed technical diagnostic method is designed to cover three bandwidths (Narrowband, Wideband and Super Wideband) used in telecommunications systems with a priority investigation to Super Wideband speech signals which remain very useful for future telephony applications

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Martin, Steven. "Maîtrise de la dimension temporelle de la qualité de service dans les réseaux." Paris 12, 2004. https://athena.u-pec.fr/primo-explore/search?query=any,exact,990002150280204611&vid=upec.

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Les nouvelles applications sur Internet nécessitent des garanties de qualité de service (QoS) de la part du réseau. Nous nous intéressons à deux paramètres de QoS : le temps de réponse et la gigue de bout-en-bout. Nous proposons un ordonnancement, noté FP/DP, à base de priorités fixes (FP), départageant les paquets ex aequo selon leurs priorités dynamiques (DP). La priorité fixe d'un flux reflète son degré d'importance et sa priorité dynamique est un paramètre temporel. FP/FIFO et FP/EDF sont deux exemples d'ordonnancement FP/DP. Nous déterminons des bornes déterministes sur les paramètres de QoS considérés, en utilisant l'approche par trajectoire. En monoprocesseur, nous améliorons les résultats existants et prouvons que FP/EDF domine FP/FIFO sous certaines conditions. En distribué, nous apportons de nouveaux résultats et montrons que l'approche par trajectoire est beaucoup moins pessimiste que l'approche holistique. Nos résultats sont appliqués dans une architecture DiffServ/MPLS
New applications in the Internet need, from the network, quality of service (QoS) guarantees. We focus on two QoS parameters : the end-to-end response time and jitter. We propose a scheduling algorithm, denoted FP/DP, based on fixed priorities (FP), where packets sharing the same fixed priority are processed according to their dynamic priorities. The fixed priority of a flow matches its importance degree and its dynamic priority is a time parameter. FP/FIFO and FP/EDF are two examples of FP/DP scheduling. We determine deterministic bounds on the Q0S parameters considered, using the trajectory approach. For the uniprocessor case, we improve the existing results and prove that FP/EDF dominates FP/FIFO under some conditions. For the distributed case, we establish new results and show that the trajectory approach s less pessimistic than the holistic one. Our results are applied in a DiffServ/MPLS architecture

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MARTIN, Steven. "Maîtrise de la dimension temporelle de la qualité de service dans les réseaux." Phd thesis, Université Paris XII Val de Marne, 2004. http://tel.archives-ouvertes.fr/tel-00007638.

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Les nouvelles applications sur Internet nécessitent des garanties de qualité de service (QoS) de la part du réseau. Nous nous intéressons à deux paramètres de QoS : le temps de réponse et la gigue de bout-en-bout. Nous proposons un ordonnancement, noté FP/DP, à base de priorités fixes (FP), départageant les paquets ex aequo selon leurs priorités dynamiques (DP). La priorité fixe d'un flux reflète son degré d'importance et sa priorité dynamique est un paramètre temporel. FP/FIFO et FP/EDF sont deux exemples d'ordonnancement FP/DP. Nous déterminons des bornes déterministes sur les paramètres de QoS considérés, en utilisant l'approche par trajectoire. En monoprocesseur, nous améliorons les résultats existants et prouvons que FP/EDF domine FP/FIFO sous certaines conditions. En distribué, nous apportons de nouveaux résultats et montrons que l'approche par trajectoire est beaucoup moins pessimiste que l'approche holistique. Nos résultats sont appliqués dans une architecture DiffServ/MPLS.

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Pezeshki, Vahid. "Three dimensional modelling of customer satisfaction, retention and loyalty for measuring quality of service." Thesis, Brunel University, 2009. http://bura.brunel.ac.uk/handle/2438/4350.

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The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the corporate financial performance. Customer behaviour analysis (known as business intelligence or customer relationship management or customer experience management) has become a major factor in the corporate decision making and strategic planning processes. Prevailing logic dictates that by improving service attributes one should expect better customer satisfaction levels. Consequently, improved satisfaction levels should increase the probability of customer retention and degree of loyalty. Substantial research work has been dedicated to explain the importance of customer behaviour measurement for industry. However, there is little evidence that there has been an overall integrating empirical research that relates the three elements of satisfaction, retention and loyalty with respect to service quality attributes. Empirical data collected from the UK mobile telecommunication for this research shows that such an objective model that is capable of capturing this three dimensional relationship will contribute towards more robust decision making and better strategic planning. The proposed thesis extracts the data about key service attributes from a combination of literature review, surveys, and interviews from the UK mobile telecommunication industry. Responses were analysed using multiple regression, regression analysis with dummy variables, logistic regression, logistic regression with dummy variables and structural equation modelling (SEM) to test variables and their interrelationships. This study makes a step forward and contributes to the body of knowledge as it: (a) highlights the role of service attribute performance towards customer satisfaction, consequently identifies attributes that affect satisfaction and dissatisfaction of customers, (b) maps the relationship between attribute importance and attribute performance, (c) optimise resource allocation process using importance-performance analysis (IPA), (d) classifies customers with respect to the role and length of relationship they have with the company (switching probability), and (e) describes the interrelationship between customer satisfaction, retention and loyalty. The novelty of the research lies in: (a) establishment of a framework that links service attribute performance to customer satisfaction and then to customer future intentions (customer retention and customer loyalty), and (b) provision of a model that could assist key decision makers in prudent usage of resources for maximum profitability. This dissertation presents a novel approach methodology and modelling construct for customer behaviour analysis. For proof of concept it presents a case study in the mobile telecommunication industry. It is worth noting that in this research work Customer Retention is interpreted as probability of switching between service providers. Customer Loyalty is interpreted as referral (word-of-mouth) activity by existing customers.

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Martin, Steven Minet Pascale George Laurent. "Maîtrise de la dimension temporelle de la qualité de service dans les réseaux." Créteil : Université de Paris-Val-de-Marne, 2004. http://doxa.scd.univ-paris12.fr:80/theses/th0215028.pdf.

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Arrué, García Olenka Mariela. "Las dimensiones de la calidad de servicio percibida, el producto y el precio en relación a la satisfacción de los clientes entre 18 y 35 años que asisten a los Fast Good ubicados en la Zona 7 de Lima Metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/651929.

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Actualmente, la industria de restaurantes, en el Perú, se ha visto en la necesidad de adaptarse a las nuevas tendencias de los consumidores correspondientes a la alimentación saludable y estilos de vida acelerados. Por ello, se observa la aparición y expansión progresiva de nuevos formatos en Lima, como los Fast Good, que atienden dichas necesidades de manera específica. Por lo tanto, el objetivo del presente estudio es evaluar, a través del modelo DINESERV, la percepción de los comensales sobre las dimensiones de la calidad del servicio, el producto y precio, que derivan en la satisfacción final de los clientes, lo cual puede ser favorable o no, dependiendo de la gestión de dichos atributos por parte de los administradores y fundadores del nuevo formato.
Nowadays, Restaurant Industry in Peru has found it necessary to adapt to new consumers’ trends regarding healthier eating and faster lifestyles. Therefore, new business models such as Fast Good have progressively appeared and expanded in order to specially fulfill those needs. Therefore, the objective of this investigation is to evaluate, through the and DINESERV model, the perception of the dimensions of service quality, product and price, that result in customer satisfaction, which may be favorable or not, depending on how business creators implement those attributes in this new formats.
Trabajo de investigación

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Shemanchuk, Carol. "Dimensions of quality in Well Child Clinic services, a comparison of community health nurses' and mothers' perceptions." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2000. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape4/PQDD_0010/MQ60175.pdf.

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Lin, Shu-Fang, and 林淑芳. "Japanese Restaurant Service Quality Dimensions of Research." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/33882786919184205761.

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碩士
亞洲大學
經營管理學系碩士在職專班
98
The service is the new motive power in Taiwan’s economic development, with the knowledge-based economic development and enhances quality of life factors, the Government-wide effort to develop services. Taiwan, Japan, engaging in stores now and selling the food halls and Japanese cuisine, compared to other countries food halls and abnormal appearance in Taiwan, the Japanese food culture in Taiwan has become quite vigorous, engaging in many types, makes no leisure projects to. However, the causes behind the historical and social background: no control from the colonial period to the localization to the Taiwan people’s lives, then push the commercialization of wave combustion, is impressive history. Quality services provided by enterprises, it rests ultimately with the identification of the consumer, good for service quality to increase customer patronize. This study through factor analysis the quality of their service against Japanese food the key factors to the service factor and demand factors, to understand the aspirations of consumers and provide businesses in improving service quality, to have a reference basis, and strengthen services to enhance value-added content, so that increased customer satisfaction, improve customer's repeat purchase intention to achieve the industry win-win situation with customers.

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Ruhfel, David, and 羅大衛. "The Dimensions and Evaluation Methods of Hospital Service Quality." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/09353207106646523392.

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碩士
輔仁大學
國際創業與經營管理學程碩士在職專班
101
Healthcare is one of the most profitable industries in todays service sector. The service quality within hospitals should be offered at full capacity to create the best environment for their patients and benefit their business through operational savings. Determining factors such as a nurse’s performance, exterior aesthetics, and all other dimensions can determine a hospitals prestige, reputation, and perceived service quality on an international level. The main purpose of this thesis is to identify what affects a hospitals perceived and actual quality of service. Through exhaustive research, the report provides different lists of service quality dimensions, which are necessary to suggest the best measurement tools and evaluation methods used for improving service quality in the medical industry. Upon the implementation of new quality measurement systems, hospitals can expect to witness superior results within every one of their different departments. Since the health care sector can be somewhat universalized in terms of functional practices, the ways to improve these practices are also rather generic. iv This thesis takes a look into the variety of different perceptions both perceived and actual, to get a better understanding for evaluating service and finding new ways to improve it. Better service quality, with an attention to detail makes for a better hospital experience and overall bottom line.

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黃浩然. "A Study of the Expected Dimensions of the Service Quality of Spiritual Care." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/rf5aqq.

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碩士
佛光大學
管理學系
96
As the holistic approach is progressively becoming a major concern in the health care system today, the role of spiritual care service has also become increasingly significant. However, until now, there is no method in assessing this service, especially from the managerial and non spiritual perspective. Since quality is a major concern in the health care field today, this research therefore is to develop the quality scales of spiritual care, by first trying to identify the reflective measures of the spiritual care service, basing on the gap theory and the ten dimensions provided by Parasuraman, Zeithaml and Berry (1985). The first major part of the research, which takes the form of exploratory research, can be divided into two. Using the qualitative technique, first, the study carried out an in-depth interview with the service providers, trying to identify the actual provided services, by using a semi-structured question outline. The second sstage of the exploratory research was aimed to abstract the dimensions the customers used to evaluate the quality of the service, basing on the dimensions that had been established. There was certain consistency found between the results and the list of PZB, but not all dimensions were identical. There were also new dimensions being identified in this exploratory research, such as insightfulness dimension in the spiritual care service. The second major part of the research, which took the form of an empirical research, was aimed to study the expectations of the customers, providers and management, basing on the dimensions that had been established in the previous part of the study. The study also intended to understand how these dimensions identified would relate to the overall expectation on the spiritual care service. Nevertheless, prior to that, the research conducted a pre-test, analyzing those dimensions that had been identified in the exploratory research with the factor analysis. The research found that after the purification of constructs, there were five dimensions remained, which are the respect, empathy, insightful, accompaniment and credibility dimensions. The research then looked into the possible “gaps” between the expectation of the customers, providers and management using the ANOVA, and found that there were certain discrepancies existed in the expectations, especially between the provider and customers group. The regression analysis on the overall expectation of the service found that the insightful, credibility, empathy dimensions and gender factor could significantly explain 50.7% of the variance in the overall expectation. Further, the research also identified how certain demographical factors would affect the expectations of the customers, providers and managers, and found that the age, education and religion factors seem to play an important role in the formation of expectation.

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Redda, Ephrem Habtemichael. "Electronic banking services in South Africa : service quality scale development and validation / Ephrem Habtemichael Redda." Thesis, 2015. http://hdl.handle.net/10394/16547.

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The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks.
PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.

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施恩惠, An-Hui Sz, and 施恩惠. "Research on the Relationships between PZB Service Quality Dimensions and Kano’s Two-Dimensional Model in Credit Card Banking." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/20340386666038860226.

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碩士
淡江大學
企業管理學系碩士班
94
With lift of consumer mentality and keen competition of business environment, the every industry or trade vigorously pursue the highest customer satisfaction by leveraging customer-oriented quality policy. Especially, credit card Issuing banks carry significant weight on issues of customer satisfaction and service quality. However, it is not possible to dig out real thoughts of customers with the quality factors only in one dimension. The research, therefore, applies Kano Model and PZB Model of service quality to investigate customer needs of service quality for credit card services provided by one bank. Through the research, consolidated results and specific suggestions are expectedly generated for financial institutions in R&D of new credit-card products, service process improvement, and customer satisfaction policy. Based on the 280 effective questionnaires received from credit card customers, this study makes the factor analysis firstly, and then classifies the Kano’s quality attributes and tests the relationship between the importance and satisfactions of 18 quality factors. The result shows that there is no any delighter quality. Moreover, 9 factors belong to Kano’s one dimensional quality and two factors are considered basic quality that has high priority needs for credit card customers. Among quadrant picture, 9 factors leave second quadrant can increase customer satisfied with dispel degree. These are needed to implement firstly by enterprises. In increasing satisfaction, the improvement priority is care, finances, exclusive, promotion, convenient and so on. On the other hand, the improvement priority is also care, finances, exclusive, promotion, and convenient in decreasing dissatisfaction.

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Naude, Petro. "Dimensions of the dining experience of academic employees at full-service restaurants." Diss., 2015. http://hdl.handle.net/10500/23725.

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Full-service restaurants serve many different types of customers with preconceived ideas about what they want and expect to receive from the restaurant. During the dining experience, each customer experiences the service differently and subconsciously evaluates the experience differently. The purpose of this study is to determine the expectations and perceptions of customers regarding the dining experience dimensions at Full-Service Restaurants (FSRs). The dimensions relate to service quality, food quality and ambience quality expectations and perceptions of customers. Customer satisfaction was also analysed, as a satisfied customer will show return intentions and this customer will tell friends and family about this FSR. A self-administered survey of employees at a tertiary academic institution revealed that waiter professionalism, value for money and the atmosphere in the restaurant are the most important considerations when it comes to the expectations of the dining experience. The findings of this study presented a demographic profile (gender, age, home language, highest education qualification, LSM) and it was found that demographic category groups differ in the way that they perceive the dining experience. The study reveals that males tends to be less critical than women, LSM 9 respondents are less critical than LSM 10 respondents and respondents with an undergraduate degree or less are less critical than respondents with a post-graduate degree. Respondents were satisfied overall with their dining experiences. Recommendations include that management must focus on pricing strategies, waiter training and the flow of communication between the restaurant and the customer. The recommendations made in this study will assist management of FSRs to understand the significance of the dining experience dimensions and to implement the required levels of service, food and ambience quality. With this knowledge, the management of FSRs can be assured of a satisfied customer and a competitive offering.
Business Management
M. Com. (Business Management)

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Potapova, Daria. "New services in post-industrial cities. Understanding dimensions of service quality for non-profit organizations. Porto case study." Dissertação, 2017. https://repositorio-aberto.up.pt/handle/10216/107153.

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Potapova, Daria. "New services in post-industrial cities. Understanding dimensions of service quality for non-profit organizations. Porto case study." Master's thesis, 2017. https://repositorio-aberto.up.pt/handle/10216/107153.

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Su, Wei-Lun, and 蘇韋綸. "Zone of Tolerance: Exploring the Impact of E-Service Quality Dimensions’ Types and Importance." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/50624097225617602102.

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碩士
國立臺北大學
企業管理學系
94
ABSTRACT Zone of Tolerance: Exploring the Impact of E-Service Quality Dimensions’ Types and Importance by Su, Wei-Lun June 2006 ADVISOR(S)：Chiang, I-Ping Ph. D. and Tsai, Kuen-Hung Ph. D. DEPARTMENT：Department of Business Administration MAJOR：Business Administration DEGREE：Master of Business Administration This study proposes to introduce the idea of “zone of tolerance” in order to enrich the measurement of e-service theory. We try to answer the following three main research issues: First, can zone of tolerance solve the drawbacks of current measurement tools in online service? Second, what is the impact of e-service quality dimensions’ importance on zone of tolerance? Third, which types of e-service quality dimensions are leading to customers’ satisfaction and which types are leading to their dissatisfaction? Therefore, the purposes of this study are: (1) based on literature review, we propose a new conceptual framework and add zone of tolerance into our e-service quality measuring model; (2) measure the importance of e-service quality and explore the effects on zone of tolerance; (3) use the importance grid to identify the types of e-service quality dimensions then explore its impact on zone of tolerance. This study uses Zeithaml et al. (2002) e-SERVQUAL’s six service attributions （except reliability） as our e-service quality dimensions of measuring model. 323 samples were collected from the major internet auction forums in Taiwan and the tests show our measuring model has excellent reliability and validity. The findings of empirical study show that the positive relationship exists between importance and zone of tolerance. It’s opposite to past research findings, which argued the negative relationship between them. The empirical data shows when the importance of service dimensions increases, the expectation level of adequate service quality rises more than the expectation level of desired service quality. It leads to a positive relationship between importance and zone of tolerance. Perceived performance difficulty also plays a positive intervention between importance and zone of tolerance. Furthermore, those e-service quality dimensions should be identified into 2 types which called as basic types (including efficiency, privacy and contact) and performance types (including fulfillment, responsiveness and compensation). However, both types of e-service quality dimensions show no significant effects on zone of tolerance. Finally, conclusions and suggestions are also offered in this study.

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Lin, Chyuan-Yuh, and 林全育. "Exploring the Impact of E-service Quality Dimensions on Customer Loyalty from Multiple Perspectives." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/wf5n6j.

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博士
國立雲林科技大學
資訊管理系
103
This study framework is constructed basing on the Stimulus-Operation-Response (S-O-R) theory; whereas dimensions of service quality correspondent to stimulus, antecedents of customer loyalty to operation, and customer loyalty to response, exploring the influence of service quality and customer loyalty by applying suitable research methods considering the research motive and purpose. The findings can be summarized as follows: (1) we are able to discover the result of the DANP research method shows that the service quality dimension of QES plays a role of driving factor which effects on service quality dimensions of SERVQUAL, antecedents of customer loyalty and behavior intention. (2) The result from DANP method indicates that the customer's affective commitment can influence their satisfaction on the service. (3) The hypothesis proves that the service quality dimensions of every criterion do not affect antecedents of customer loyalty directly. Evidentially the reliability, assurance and empathy of service quality can affect customers’ satisfaction, whereas responsiveness and outcome quality will effect on customers affective commitment. (4) Additionally, the finding of hypothesis testing shows poor result of affectional commitment can influence customers’ satisfaction and vice versa. (5) Furthermore, the results of fsQCA reveals that situation which combined with promising positive reliability, responsiveness, assurance, environment quality, delivery quality and outcome quality can perform a higher level of customer satisfaction and affective commitment. (6) Moreover, it exhibits that customers are more willingly to purchase again if they experience a positive service satisfaction or highly affective commitment. (7) Furthermore, the positive affective commitment is supporting customer advocacy intention. (8) Finally, from the result of VIKOR method suggests that there is no similarity from every dimensions and criteria of these three e-stores, each with its advantages and disadvantages. Therefore, the managers can determine their customers' needs and identify these gaps through this formula. Furthermore, it helps them to develop suitable solutions and achieve ideal level of aspiration.

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Lee, Jin-Jing, and 李金靖. "Customer Satisfaction and the Dimensions of Service Quality ─An Empirical Study of Home-Delivery Industry." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/96245301246615954388.

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碩士
國立臺北大學
企業管理學系
92
Home-delivery industry is developing quickly in recent years. It not only transports, but also emphasizes service quality as its performance. Because service quality of the post is inferior in delivering small package, consumers turn to home-delivery industry gradually and get their package delivered. As the result, the volume of home-delivery is increasingly growing. Therefore, service quality is the main competence weapon of home-delivery. Research objects of the study chose used-home-delivery customer in western Taiwan, and cited the modified PZB Service Quality Model and five dimensions of the PZB model to assess the gaps of the dimensions. Besides, the study utilized repeat-purchase intention and recommend intention to measure customer satisfaction. The study sent 600 copies of questionnaire, and got 424 responses. The statistical results were found as follows： (1)The difference between expectations and perceptions on service quality is significant statistically. By other words, the gaps exit. (2)By factor analysis, the five dimensions of PZB model were extracted to four dimensions. The study rename them as 『the reliability of service』、『the commitment of service』、『the familiarity of service』and 『the conditions of service』. (3)By discrimination analysis, the study structures the repeat-purchase function and the recommend function with the new four service dimensions、service charge and monthly income. The functions can afford the references of operators practically. (4)The study indicates that service reliability will be important if operators are willing to evolve new markets.

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Yang, Pei-En, and 楊培恩. "A Study on Service Quality Dimensions Influential to Taichung City Public Elementary School Teacher Workshops." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/58700440921691283274.

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碩士
亞洲大學
經營管理學系碩士在職專班
102
Currently elementary school teachers mainly use workshops organized by the schools to improve their professional capabilities. However, when the curriculums or activities of the workshops cannot meet the demands of the participants, the purpose of encouraging teachers to participation is not fulfilled. Therefore, it is very important to measure the quality of the organized workshops for improving teachers professional capabilities. This research focuses on the perspective of service quality, discussing the factors which affect the service quality of the workshops organized by the schools for the public elementary school teachers. Using factor analysis, this research extracts four dimensions, namely "attentiveness", "credibility", "professional", and "tangible", which include 25 items on the questionnaire altogether. Furthermore, after the t-test and analysis of variance, the result shows that "school location", "education degree", and “"different school scale" have significant difference in "tangible" or/and "attentiveness". The contributions of this research are to provide the related organizations with the references for organizing workshops for teachers in the future.

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Theron, Daniell. "Effect of service-quality dimensions on customer patronage at Jaguar Land Rover dealerships in Gauteng." 2015. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001873.

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M. Tech. Business Administration
The study assesses the dimensions of service quality within a Jaguar Land Rover dealership in Gauteng. The first objective is to determine the importance of each service quality and the second is to measure the effect of the service quality at the dealerships.

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Dao, Nguyen Thi Bich, and 阮璞玉. "Perception of Service Quality Dimensions and Customer Satisfaction at Traditional Restaurants in Ho Chi Minh City." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/44711246868483537399.

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碩士
中國文化大學
觀光事業學系
102
In recent years, traditional restaurant has become growing forms in the food service industry of Vietnam. Specially, in Ho Chi Minh City, the restaurant serves traditional food is familiar with both Vietnamese and international customers. Traditional restaurant contributes to maintain traditional cultural values. Therefore, many countries with developed tourism focus on their image of country through culinary destination tourism. The objective of this research is to determine an integrated relationship among service quality dimensions, restaurant brand image, customer perceived value, customer satisfaction, word-of-mouth and customer loyalty in traditional restaurants in Vietnam. The model was tested on a sample of three traditional restaurants in Ho Chi Minh City, resulting with 334 usable questionnaires on which statistical analysis was performed. From this survey, the result provided useful customers demographic information for traditional restaurants, local government, investment projects, and restaurant owner. The results reveal that the relationship of service quality dimensions have significant influences on brand image, customer perceived value and customer loyalty. In addition, customer satisfaction has significant influence on word-of-mouth and customer loyalty. As service quality is one of the key factors for achieving competitive advantages in restaurants, research implications and future research directions conclude the study report.

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Yang, Tay-Lang, and 楊太郎. "A study of main dimensions which affect the port’s service quality —A case of Keelung port." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/97522817451301673466.

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碩士
國立臺北大學
企業管理學系
91
Abstract Taiwan, a country with export-oriented trade, is highly dependent on ocean transport. For ocean transport, ports play the most important role due to their conditions could exert influences on rotation arrangement for ship owners and shippers. For a good port with excellent conditions , her facilities and efficiency provided must meet the needs from ship owners and shippers, that is to satisfy her customers. Thus, it is an index to measure whether the port’s conditions are good or not through the evaluation of her service quality. This study starts from viewpoints of ship owners. After taking the modified five dimensions (tangibility, reliability, responsiveness, assurance and empathy) from PZB three scholars and archives from service quality in port research as references, a survey which twenty-eight elements of the port’s service quality are included and designed to collect opinions from ship owners. The main purpose for this investigation is to evaluate the service quality and satisfaction of Keelung port. Meanwhile, the factor analysis is used to extract four factors which are the ship owners’ top concerns of service quality, and could be rename them as “the empathy and responsive ability in customer service”,“the diversification and convenience of service”,“the reliability and coordination of stevedor and port operation”, and“ the conditions of the port”. Moreover, the same method is used to extract four factors in customer satisfactions, which are “the reasonable charge of machinery equipment and the diversification of service”,“the response for customers'' demand”,“the convenience and coordination of port operation”, and“the professional ability of stevedor operation”. In addition, the ANOVA method is applied to find whether the significant differences existed while comparing those factors in service quality and customer’s satisfaction for different customers. Then, the cause and effect between total satisfaction and service quality of Keelung port perceived by ship owners could be found by using LISREL (LInear Structural RELationships) method and further a relationship model of LISREL is built. Finally, some strategic suggestions in business management are provided for ship owners and Keelung Harbor Bureau.

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Huang, Ting-Mu, and 黃釘沐. "The Construction and Validation of the Dimensions and Scale of Service Quality of University Library and Information Center." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/2459b3.

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博士
義守大學
資訊工程學系
105
Before the year of 1996, computer centers of Taiwanese universities had several names such as computer and network center, information center, office of information technology, etc. At the time, computer center and library both functioned as independent administration and teaching support unit. For the past two decades, Taiwanese universities have been striding to develop more resources sharing, improving teaching and service qualities, and reducing personnel expenses. Gradually, Taiwanese universities have merged their computer centers and libraries into one administrational unit known as the library and information center, the office of library and information service, the information and library center, and so on. Although in the investigation of the literature review, it has displayed some library service quality scales but it is hard to find a service quality scale in the computer center, and so that it causes the merger of the library and computer center still lack more appropriate service quality scales. Therefore, this study is to investigate the SERVQUAL, E-SERVQUAL and LibQUAL+TM service quality model of the dimensions and scale. Through the process of collection and combination, re-organized with all universities of a computer center and a library and information center’s service quality scale and added to the researcher’s development of the computer center of the service quality. The study develops scale of the prototype for the 68 questions, by interviewing with eight managers and experts of the library and information center to amend the scale to become 41 questions. Finally, correction for the 33 questions through taking pre-test factor analysis and discrimination test, and making the study of questionnaire finished. This study investigates to the construction and validation of the service quality dimensions and scales of the university''s library and information center. In the survey, the questionnaires were sent by mail, delivered to the 71 universities. The managers, supervisors, colleagues and students of the library and information centers helped to send those questionnaires to the respondents and returned the questionnaires back for data collection. Duo to the scale of quality service in this study, it not only selected the appropriate dimension and scale from the past literature but also the researcher modified the scale and questionnaires, Therefore, the statistical analysis used some rigorous procedures that included the use of structural equation modeling, exploratory factor analysis, confirmatory factor analysis, cross validation valuation, KMO and Bartlett test, and dimensions reliability analysis. The study also tested the applicability of teachers, administrators, students and the global group to use the service quality scales. The results of six dimensions and 26 items are displayed as follows: Tangibles (4 items), Easy of Use (4 items), Empathy (4 items), Reliability (6 items), Responsiveness (4 items) and System Availability (4 items). The six dimensions and 26 scales are provided as a tool of service quality evaluation for universities of the library and information centers.

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Ho, Syh-Kuan, and 何賜寬. "An Investigation on Service Quality of Principal Dimensions And Customers Satisfaction－The Personal Computer Retail Sales As A Case." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/73955686514461807763.

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碩士
國立臺北科技大學
生產系統工程與管理研究所
91
In this research, the personal computer retails will be studied. With the PZB model Gap 5 analysis, the difference between the degrees in expectation of service quality and the degrees in satisfaction will be investigated. Furthermore, the suggestions to improve the service quality and custom satisfaction from the respects of service personnel’s attitude、the vendor’s credit、the care for custom and the efficiency of productivity will be proposed for the vendor This study also refers to those 22 question items used to evaluate the service quality in SERVQUAL scale. With the principle component analysis, five of representative indicators (vendor-trusting, custom interests, polite, personal attention and safe transactions) associated with the degree of custom satisfaction can be extracted. Furthermore, with the approach of factor analysis, the service quality can be classified as four of principal dimensions (Tangibles, Reliability, Responsiveness, Empathy). Finally, with the linear structure relation equation, the mode of cause-effect between four of principal dimensions and the degree of custom satisfaction will be confirmed. The result of this research shows that the model has a good fitness; and all of related dimensions, which affected have appealing effect in statistic. Finally, in this research, the cluster analysis will be used to grouping the customers by the four of service quality dimensions, which are extracted with the factory analysis. As a result, there are four of groups, which are named as: service spirit、indifferent、relish and service content respectively. Further, for the character in each group, the significance on management will be proposed to assist the vender to distinguish the markets. Upon the extent in marketing, the vendor may provide suitable service for the aimed custom for Win-Win situation.

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Lodesso, Solomon Lemma. "Stakeholder perceptions of service quality improvement in Ethiopian public higher education institutions." Thesis, 2012. http://hdl.handle.net/10500/9484.

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The study identifies how different stakeholders perceive service quality improvement initiatives in public higher education institutions in Ethiopia. For this purpose, a mixed research methodology was employed. Furthermore, secondary data were collected from a variety of literature and primary data were collected from academic staff and final year students at public higher education institutions using the SERVQUAL scale and through focus group interviews. The collected data were analysed using both descriptive and inferential statistics. The research findings indicated that all dimensions of the service quality improvement initiatives were perceived by academic staff and studentsto be verypoor. The reasons for these poor or low perceptions were: the high expectationsof the stakeholders, the government’s intention to expand, lack of adequate knowledge regarding the implementation of the BPR process, the lack of motivation by service providers, poor management and the lack of good governance by the universities, inexperienced workers, non-empowered and task specific frontline employees, the low quality of the infrastructure, non-value adding hierarchical structures and approval systems, ethical problems with some service providers, the high staff turnoverand the lack of experienced staff. In addition, at all new universities, construction is underway and as a result,there are problems such as the poor state of the dormitories, classes,bathrooms, recreation areas, lounges, TV rooms, sport fields and internet connectivity, while the libraries are not well stocked with books and periodicals either. This study has recommended that the institutions should have standardised instruments that can be used to measure the status of service quality improvement and deliveryperiodically and to identify the areas that have the highest perceived performance gap scores in order to redeploy some of the resources. It also needs to be pointed out that the service providers lack sufficient knowledge and skillsconcerning the implementation of BPR, thus training is recommended in this regard.It is further recommended that for effective implementation of the BPR process, the importance of the provision of different guiding documents, continuous monitoring of activities and top management support should be kept in mind.
Educational Leadership and Management
D. Ed. (Educational Management)

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