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Dr.P.BABY, Dr P. BABY. "Passengers’ Expectation on Service Quality Dimensions in Domestic Airline Services." Global Journal For Research Analysis 3, no. 6 (June 15, 2012): 1–3. http://dx.doi.org/10.15373/22778160/june2014/80.
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Kang, Gi‐Du, and Jeffrey James. "Service quality dimensions: an examination of Grönroos’s service quality model." Managing Service Quality: An International Journal 14, no. 4 (August 1, 2004): 266–77. http://dx.doi.org/10.1108/09604520410546806.
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Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.
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Kurniawan, Irvan Arif. "KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PELAYANAN PERIZINAN TERPADU (BPPT) KOTA BANDUNG." JURNAL ILMIAH ILMU ADMINISTRASI 9, no. 1 (January 6, 2019): 75–92. http://dx.doi.org/10.33592/jiia.v9i1.768.
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The Bandung City Integrated Licensing Service Agency (BPPT) is an institution that provides one-stop licensing services, especially building construction permit (IMB) services in Bandung City. IMB services at BPPT City Bandung are carried out in an integrated manner by involving related agencies. IMB services in the city of Bandung are the services most proposed by the public. Therefore, in its implementation, it is necessary to pay attention to the quality of service. The quality of public services can be seen from the five dimensions of SERVQUAL (Service Quality), namely the tangible dimension, the reliability dimension, the responsiveness dimension, the assurance dimension, and the empathy dimension. The descriptive method was chosen to analyze the quality of IMB services at BPPT Bandung City from the five dimensions of SERVQUAL. The results of this study indicate that the tangible dimensions, dimension reliability, dimensional responsiveness, dimensional assurance, and empathy dimensions have been implemented in IMB services. Of the five dimensions, it is necessary to support adequate information technology so that building services can improve the quality of public services, especially in the dimension of responsiveness.Keyword : Service Quality, Building permit, Tangible, Reliability, Responsiveness, Assurance, and, Empahty.
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Ganguli, Shirshendu, and Sanjit Kumar Roy. "Service quality dimensions of hybrid services." Managing Service Quality: An International Journal 20, no. 5 (September 7, 2010): 404–24. http://dx.doi.org/10.1108/09604521011073713.
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Shayestehfar, Reza, and Bita Yazdani. "Bank service quality." TQM Journal 31, no. 1 (January 14, 2019): 28–51. http://dx.doi.org/10.1108/tqm-04-2018-0052.
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PurposeThe purpose of this paper is to compare the perceptions of Bank Saderat Iran’s (BSI) customers in Isfahan and Dubai to find the probable differences in BSI service quality in these cities.Design/methodology/approachThe required data were collected by adapted Bank Service Quality (BSQ) questionnaire from two samples of BSI customers (300 in Isfahan and 100 in Dubai). In this research, BSQ was measured by seven dimensions, including Bahia and Nantel (2000) BSQ dimensions, and globalization of bank services as the added dimension. The factor analysis was used to analyze the data, independent-samplest-test for comparing the means and Friedman test for ranking of the BSQ dimensions and items.FindingsThe results of this research revealed a relative satisfaction of customers with BSI service quality in both cities; however, the respondents in Dubai perceived a higher service quality. The most important dimensions were access and effectiveness and assurance in Isfahan and reliability and tangibles in Dubai. In addition, although these cities are located in developing countries, the respondents’ perceptions were similar to those in developed countries.Practical implicationsIt is proposed that BSI managers should eliminate the barriers to prompt service provision, review service charges, integrate decision-making systems, decrease the bureaucratic factors and provide training programs to increase the personnel’s’ interactive skills in Isfahan.Originality/valueA few studies have been conducted in the field of BSQ in Iran banking industry, and none has measured BSQ using a cross-country and cross-cultural method. No research has been conducted on BSI service quality in Isfahan and Dubai, and this is the first research in both cities. Furthermore, it is one of the few times that a specific tool is used for measuring BSQ in Iran banking industry.
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Sahai, Vickram, and Arvind Kumar Jain. "‘Respons’ible service quality." Strategic HR Review 13, no. 4/5 (June 3, 2014): 165–69. http://dx.doi.org/10.1108/shr-04-2014-0028.
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Purpose – The purpose of this study was to bridge the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training. A model of service quality is SERVQUAL, which measures the discrepancy between customer’s perceptions and expectation on the customer service. The dimensions of service quality here are evaluated from the customer’s point of view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal communication that helps employees improve their responses. Hence, to provide a clear training need assessment, the dimensions of service quality and descriptors of functional fluency must be mapped accordingly. Design/methodology/approach – The semantic mapping of the dimensions of the service quality with descriptors of the functional fluency model. Findings – Of the five dimensions of the SERVAQUAL model, four are behavioral and are mapped with four descriptors belonging to four different modes of the functional fluency model. The four modes are positive manner in which people can respond to improve service quality. Research limitations/implications – The implication is the training needs that emerge by bridging the gap between SERVQUAL dimensions and functional fluency model for self-development. Practical implications – This will provide an organization the training needs analysis for their employees for improving their interpersonal communication on service quality dimensions. Originality/value – Bridging of the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training (functional fluency model).
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Shahin, Arash, and Reza Dabestani. "Correlation Analysis of Service Quality Gaps in a Four-Star Hotel in Iran." International Business Research 3, no. 3 (June 11, 2010): 40. http://dx.doi.org/10.5539/ibr.v3n3p40.
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During the past decades, service sector has been known as an important player in the world economy. Considering the significant role of services in the hospitality industry, this research assesses the expectations and perceptions of customers of service quality dimensions in a four-star hotel in Isfahan as the major tourism focal point in Iran. For this purpose, service quality gaps have been measured and studied through correlation analysis in order to determine most important service quality dimensions based on a comprehensive set of service quality dimensions. The findings imply that almost all of the service quality gaps are negative and “price” as a service quality dimension has the highest negative value. “Communication” also has the highest correlation with other service quality dimensions.
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Ameryoun, Ahmad, Seyedvahid Najafi, Bayram Nejati-Zarnaqi, Seyed Omid Khalilifar, Mahdi Ajam, and Ahmad Ansarimoghadam. "Factor selection for service quality evaluation: a hospital case study." International Journal of Health Care Quality Assurance 30, no. 1 (February 13, 2017): 58–66. http://dx.doi.org/10.1108/ijhcqa-05-2016-0070.
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Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension’s influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor’s impact on the PSQI. Findings A new service quality dimension named “trust in services” was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital’s service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. “Trust in services” has the strongest influence on PSQI followed by “tangibles,” “assurance,” “empathy,” and “responsiveness,” respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors’ impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.
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Chowdhary, Nimit, and Monika Prakash. "Prioritizing service quality dimensions." Managing Service Quality: An International Journal 17, no. 5 (September 11, 2007): 493–509. http://dx.doi.org/10.1108/09604520710817325.
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Kushwaha, Gyaneshwar Singh, and Shiv Ratan Agrawal. "Customer Satisfaction via Service Quality Dimensions." International Journal of Customer Relationship Marketing and Management 5, no. 3 (July 2014): 32–48. http://dx.doi.org/10.4018/ijcrmm.2014070103.
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The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.
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Babic-Hodovic, Vesna, Maja Arslanagic-Kalajdzic, and Amina Imsirpasic. "Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality." South East European Journal of Economics and Business 12, no. 1 (April 1, 2017): 114–25. http://dx.doi.org/10.1515/jeb-2017-0011.
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AbstractThe purpose of this study is to assess the technical (output) and functional (process) quality of mobile services, as well as the role of corporate image as a mediator between technical/functional quality perceptions and overall quality assessment of mobile services. Grönroos’s service quality model is used as the conceptual base of the study. Technical quality was operationalized through two sub-dimensions: baseline network quality and augmented technical quality. The SERVPERF framework was used in the operationalization of the functional quality. A quantitative survey was conducted with (n = 414) customers of the telecommunication operator in B&H. The results suggest that corporate image mediates the effects of (1) two functional quality dimensions (tangibles and assurance) and (2) both technical quality dimensions on the overall service quality assessment. The core technical quality dimension (network) is also directly related to overall service quality perception. A discussion of the results and their implications for theory and practice is then presented.
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Badarch, Lkhamtseden, and Altanchimeg Zanabar. "Dimensions of Hotel Service Quality in Mongolia." Jurnal Ilmiah Peuradeun 5, no. 2 (May 27, 2017): 141. http://dx.doi.org/10.26811/peuradeun.v5i2.130.
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Service quality has emerged as an important area in the hotel industry for decades. Thus, it is essential that service providers understand customer expectations and perceptions as well as the factors that influence their evaluation and satisfaction with the provided service. Hotel industry is growing each year in Mongolia. Realizing the increase in competition among hotels, hotel managers are focusing on improving the elements which contribute to service quality for customers of the hotel industry in Mongolia. The quality of service in hotel industry is an important factor of successful business. This study identifies the effects of various elements of hotel industry which affects customer satisfaction. Almost all researchers utilized service quality model and adopted their SERVQUAL instrument, based on the concept that service quality differs from industry to industry. Examining additional dimensions, identified by customers, it should be included in the service quality concept. Further, the level of importance of each specific dimension for the users of hotel services in Mongolia is then measured.
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Syaleh, Hariman. "Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan." Journal of Economic, Bussines and Accounting (COSTING) 2, no. 1 (December 27, 2018): 138–48. http://dx.doi.org/10.31539/costing.v2i1.330.
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Service quality is a way of working companies that try to hold continuous quality improvements to the processes, products and services produced by the company. This study aims to see the effect of the dimensions of service quality on customer satisfaction using lodging services at Kharisma Hotel Bukittinggi. The population of 1656 consumers and the sample in this study were 100 consumers. Data was collected through questionnaire deployment with Likert scale models then tested to the currency and reliability of the questionnaire. The data analysis technique used is the linear regression method. The results of this study are a). service quality Tangible (X1) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. b). the service quality of the Empathy (X2) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. c). the quality of service dimensions of Responsiveness (X3) there is a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. d). service quality dimensions (Reliability) (X4) there is a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. e) the service quality of the Assurance (X5) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi.
Keywords: Service Quality, Consumer Satisfaction.
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Jayasuriya, Rohan. "Measuring service quality in IT services: Using service encounters to elicit quality dimensions." Services Marketing Quarterly 18, no. 1 (1998): 11–23. http://dx.doi.org/10.1080/15332969.1998.9985334.
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Al-Hubaishi, Hajar Saeed, Syed Zamberi Ahmad, and Matloub Hussain. "Exploring mobile government from the service quality perspective." Journal of Enterprise Information Management 30, no. 1 (February 13, 2017): 4–16. http://dx.doi.org/10.1108/jeim-01-2016-0004.
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Purpose The purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services, there is lack of a comprehensive framework of mobile government service quality. Researchers and practitioners must outline a taxonomy of mobile government service quality before they can begin to test their effects empirically. It cannot be assumed that e-government is the same as m-government. Therefore, it is important to understand the dimensions that affect mobile government service quality. Design/methodology/approach Mobile government service quality dimensions were extracted from the literature on m-government from its development and transition from e-government to service models being used. This helps understand what service quality dimensions are necessary when creating more efficient, reliable, and responsible forms of m-government. The dimensions are demonstrated within a holistic framework of m-government service quality, presented for both academic and practitioner appreciation. Findings This paper identifies 20 mobile government service quality sub-dimensions classified within six dimensions. Originality/value The literature on mobile government service quality is scarce. With the expectation of mobile subscriptions worldwide reaching 8 billion by 2016, it is the most lucrative time to be researching how the design of mobile government affects service quality. This paper is the first to provide information on m-government service quality dimensions available for assessment.
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Alkibsi, Sharaf, and Mary Lind. "Service Quality Dimensions Within Technology-Based Banking Services." International Journal of Strategic Information Technology and Applications 2, no. 3 (July 2011): 36–83. http://dx.doi.org/10.4018/jsita.2011070104.
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Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.
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Lengkong, Ruddie Albert, Wilson Bogar, and Recky Sendow. "Service Quality of Tomohon Municipal Market Agency at Tomohon Beriman Market." Asia Pacific Journal of Management and Education 4, no. 1 (March 20, 2021): 52–59. http://dx.doi.org/10.32535/apjme.v4i1.1049.
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This study aims to analyze and explain the quality of public services at Tomohon Municipal Market Agency. The research method used a qualitative approach and informants as data sources were determined by purposive (purposive sampling) and snowball sampling. Data was collected through interview, observation, and documents. Data analysis is an interactive qualitative analysis with data analysis activities, which are data reduction, data presentation, and drawing conclusions or verification. The results showed that the public service quality of Tomohon Municipal Market Agency responded by the community as service recipients, traders or sellers and visitors of Tomohon Beriman Market was not satisfactory. This response is based on an assessment of 4 out of the 5 dimensions used to analyze and measure service quality, (1) physical aspects (tangibles), (2) dimensions of awareness or desire to help the community or customers and provide fast service, (3) dimensions of politeness, trust, and respect for consumers, and (4) dimensions of approaching, and trying to determine consumers’ wants and needs have not been implemented properly, excluding for dimension (5) the ability to provide services appropriately and correctly has shown the professionalism expected in carrying out its services.
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Tontini, Gerson, Júlio Cesar da Silva, Eliane Fátima Strapazzon Beduschi, Elis Regina Mulinari Zanin, and Margarete de Fátima Marcon. "Nonlinear impact of online retail characteristics on customer satisfaction and loyalty." International Journal of Quality and Service Sciences 7, no. 2/3 (June 15, 2015): 152–69. http://dx.doi.org/10.1108/ijqss-02-2015-0021.
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Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.
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Hasan, Mahamudul, and Md Zakir Hosen. "University Service Quality." International Journal of Asian Education 1, no. 3 (December 1, 2020): 135–46. http://dx.doi.org/10.46966/ijae.v1i3.46.
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The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performance on service quality dimensions of selected public universities is not satisfactory. The study results have shown that Teaching, Support services, Library and lab facilities, and internationalization significantly influence student satisfaction except for Administrative service and Hostel facilities. Teaching, Administrative Services, Library and lab facilities, and internationalization significantly influence student Loyalty. The mediating analysis has shown that student satisfaction partially mediates between service quality and student loyalty. The study results have also indicated that university reputation and external prestige partially mediate between service quality and student satisfaction and loyalty. The previous studies which measure service quality of Bangladeshi higher educational institutions have applied the SERVQUAL model, which is not suitable for an educational institution. However, this study has applied a higher education service quality model uniquely developed to measure higher educational institutions' service quality.
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Debata, Bikash Ranjan, Bhaswati Patnaik, Siba Sankar Mahapatra, and Kumar Sree. "Interrelations of service quality and service loyalty dimensions in medical tourism." Benchmarking: An International Journal 22, no. 1 (February 2, 2015): 18–55. http://dx.doi.org/10.1108/bij-04-2013-0036.
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Purpose – The purpose of this paper is to identify the dimensions of service quality as well as of service loyalty in the context of medical tourism. It seeks to demonstrate the conceptualization of medical tourism service loyalty (MTSL) construct. This research also attempts to examine the effect of service quality dimensions on service loyalty dimensions of medical tourism. Design/methodology/approach – The dimensions of service quality as well as of service loyalty are identified using an exploratory factor analysis. Next, the reliability and validity of the quality factors and loyalty factors are established through confirmatory factor analysis using AMOS 18.0 version. The related hypotheses are tested using structural equation modeling (SEM). Findings – The paper identifies eight-factor construct for medical tourism service quality and three-factor construct for MTSL. It is found that the treatment satisfaction dimension of service quality has positive and significant impact on MTSL. It is also observed that, overall, medical tourism service quality has positive impact on MTSL. Practical implications – These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to medical tourism. Examining the service quality dimensions’ impact on customer loyalty for medical tourism sector can offer the industry valuable insights regarding which aspects of the service to focus on in order to improve medical tourist’s satisfaction and loyalty toward the firms. Originality/value – This paper introduces the concept of service quality and service loyalty in medical tourism sector. In conceptualizing MTSL, the authors propose an integration of behavioral measures, attitudinal measures and cognitive measures. The interrelationship between the service quality construct and medical loyalty construct was established using SEM. This is useful for the healthcare manager to measure the medical tourist’s perceptions of service quality on these dimensions as related to medical tourism performance.
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Tešić, Dejan. "Measuring dimensions of service quality." Strategic Management 25, no. 1 (2020): 12–20. http://dx.doi.org/10.5937/straman2001012t.
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Madanoglu, Melih. "Validating Restaurant Service Quality Dimensions." Journal of Foodservice Business Research 7, no. 4 (February 15, 2006): 127–47. http://dx.doi.org/10.1300/j369v07n04_07.
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Prasetya, Syarief Gerald. "PENGARUH PELAYANAN PINJAMAN KREDIT TERHADAP KEPUTUSAN MEMBELI PADA PT. BESS FINANCE CABANG LEUWILIANG BOGOR." Jurnal Ilmiah Binaniaga 9, no. 1B (June 21, 2019): 75. http://dx.doi.org/10.33062/jib.v9i1b.333.
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Quality of care is the central point for service companies because it will mempengruhi customer satisfaction. It is intended that all the goods or services being offered will have a good place in the eyes of society. Customer satisfaction will occur if service quality is good, where good service quality includes five dimensions of service quality, namely: physical evidence (tangible), reliability (realibility), responsiveness (responsiveness), assurance (assurance), several benefits, including relationships between the company and its customers to be harmonious, allowing repurchase and creation of customer loyalty and member recommendation by word of mouth (word of mouth) that benefit the company. Provide the best services, responsiveness dimension includes the willingness of employees to help customers and provide prompt delivery, assurance dimension includes courtesy of employees and their ability to evoke a sense of trust and confidence of consumers, as well as the dimensions of empathy that includes a sense of caring and concern given to the customer. The fifth dimension beyond so-called SERVQUAL (service quality), which is an instrument measuring the quality of service.Keyword:Service quality
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Ali, Bayad Jamal, Dr Raad Najm Al-din Anwer, and Govand Anwar. "Private Hospitals’ Service Quality Dimensions: The impact of Service Quality Dimensions on patients’ satisfaction." International Journal of Medical, Pharmacy and Drug Research 5, no. 3 (2021): 7–19. http://dx.doi.org/10.22161/ijmpd.5.3.2.
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Trivedi, Dharmendra, and Atul Bhatt. "Quest for quality." Performance Measurement and Metrics 21, no. 1 (September 2, 2019): 1–17. http://dx.doi.org/10.1108/pmm-02-2019-0004.
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Purpose The purpose of this paper is to assess the expectation and perception of the users of a library of reputed special academic institute in India on quality of library services. The paper is an effort to identify a service gap within five SERVQUAL dimensions rated by the library users. Design/methodology/approach The study was conducted through a survey methodology. The survey was implemented through a questionnaire based on five SERVQUAL dimensions. The data were collected by using 22 attributes of SERVQUAL for user expectations and perceptions of special academic institute library, and the gap score between expectation and perception of users was calculated. Based on the expectation mean score and gap score of each attributes, the researchers have identified the service shortfall in five SERVQUAL dimensions. Findings The result of the study indicates that there is an overall service quality (SQ) gap in services provided by institute library. However, the library is providing relatively satisfactory services to the faculty, but it needs to enhance up to the expectation level of its services to their registered participants. From the study, the average expectation score is very high and it indicates that users expect more from the institute library, particularly in Reliability and Tangibles dimensions. Out of the total 22 SERVQUAL attributes, the result reflects that 10 SERVQUAL attributes have high expectation and high service gap. Originality/value This paper will assist libraries to improve their library services, particularly in special academic training libraries. Determining SQ has been originated from marketing discipline that has progressively shown its value in the discipline of library and information science profession. This study contributes to the emergent body associated with SQ measures in libraries. Expectation-service gap chart and expectation-service gap grid are the major contribution and rarely found in SERVQUAL literature.
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Santos, Jessica. "E‐service quality: a model of virtual service quality dimensions." Managing Service Quality: An International Journal 13, no. 3 (June 2003): 233–46. http://dx.doi.org/10.1108/09604520310476490.
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Amorim, Marlene, Maria João Rosa, and Sandra Santos. "Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services." Organizacija 47, no. 3 (August 22, 2014): 166–75. http://dx.doi.org/10.2478/orga-2014-0015.
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AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
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Voon, Boo Ho, Karen Meng Koon Kueh, and Mohd Zawawi Mohd Zafian. "Measuring website service quality for Malaysian companies." Social and Management Research Journal 6, no. 2 (June 1, 2009): 71. http://dx.doi.org/10.24191/smrj.v6i2.5177.
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A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study.
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Mittal, Sanjiv, Rajat Gera, and Dharminder Kumar Batra. "An evaluation of an integrated perspective of perceived service quality for retail banking services in India." International Journal of Bank Marketing 33, no. 3 (May 18, 2015): 330–50. http://dx.doi.org/10.1108/ijbm-02-2014-0020.
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Purpose – The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants. Design/methodology/approach – The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis. Findings – The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service. Research limitations/implications – The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential. Practical implications – Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level. Social implications – This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development. Originality/value – The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.
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Noor, Any, and Wiwin Karwina. "KUALITAS PELAYANAN MUSEUM GEOLOGI BANDUNG: SUATU STUDI MENGENAI PERSEPSI WISATAWAN DOMESTIK." Journal : Tourism and Hospitality Essentials Journal 1, no. 1 (April 6, 2016): 45. http://dx.doi.org/10.17509/thej.v1i1.1880.
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Geological Museum, Bandung is an educational and historical tourist attraction that mostly visited by student. As tourist attraction, Geological Museum should deliver good services in order to satisfy tourists. In order to understand the tourist perception about service quality in Geological Museum, this study aim to explore the tourist perception about service quality delivered at Geological Museum. Five dimensions of service quality which are reliability, responsiveness, empathy, assurance and tangible were asked to 127 respondents through questionnaire at Geological Museum, Bandung. Findings indicate that responsiveness dimension is the lowest point of service quality and tangible is at the highest point, although result of both dimensions is at medium level. In overall, tourist perception about Geological Museum service quality is at medium level and has the potential to be good in services.
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Salameh, Anas Abdelsatar, Shahizan Bin Hassan, and Jamal Mohammad Alekam. "THE INFLUENCE OF M-COMMERCE SERVICE AND SYSTEM QUALITY DIMENSIONS ON OVERALL PERCEIVED SERVICE QUALITY." International Journal of Research -GRANTHAALAYAH 3, no. 8 (August 31, 2015): 1–13. http://dx.doi.org/10.29121/granthaalayah.v3.i8.2015.2956.
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Information Technology (IT) has an increasing importance and development in business life. Nowadays, businesses have been seeking to reach their customers through m-services especially m-commerce. The concern is to what extent this m-commerce system can satisfy the consumers’ needs and contributes to the overall online purchasing development. This study aims to examine the effect of m-commerce service quality dimensions (website design, responsiveness, and trust), and system quality dimension (accessibility) on overall perceived service quality in m-commerce by customers. The data were collected from the Arab Open University in Jordan through a self-administered questionnaire, in order to test the hypotheses of the proposed model. 618 of questionnaires were used for analysis data, out of 870 distributed. The result of this study revealed that there are a significant effect of responsiveness and accessibility on overall perceived service quality. This study has some important implications for business practice and research.
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Nisha, Nabila. "Exploring the Dimensions of Mobile Banking Service Quality." International Journal of Business Analytics 3, no. 3 (July 2016): 60–76. http://dx.doi.org/10.4018/ijban.2016070104.
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Today, mobile phone is an essential part of the lives of most people – a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial delivery services provided by banks. The aim of this paper is to examine the underlying factors and service qualities that can influence customers' behavioral intentions towards the use of mobile banking services in Bangladesh. The hybrid model in this study identifies service qualities like reliability, privacy, information quality, responsiveness and empathy that capture customers' overall perceptions of the performance of mobile banking services. In addition, other factors like performance expectancy, effort expectancy and facilitating conditions significantly influence customers' intention to use such services. Implications of these findings provide practical recommendations to banking industry, and directions for further work from the perspective of Bangladesh.
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Tri, Le Dinh Minh, Tran Thi Hoang Lam, and Nguyen Quang Trang. "Service quality in higher education: Applying HEdPERF scale in Vietnamese universities." HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - SOCIAL SCIENCES 11, no. 1 (June 29, 2021): 101–15. http://dx.doi.org/10.46223/hcmcoujs.soci.en.11.1.1905.2021.
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As the higher education sector is more competitive and globalized, service quality and student satisfaction are increasingly essential and attract more attention. However, research on this topic usually employed general service models applied for the higher education context. This paper investigates the service quality in higher education by combining the HEdPERF model and the popular two-dimensional service quality model to link the general and context-focused perspective. Data were obtained from 335 respondents who are students in Vietnamese universities. Findings indicate the effects of functional and technical service quality on student satisfaction and determine each HEdPERF dimension’s relationships on the two dimensions of service quality. This study contributes to understanding the path from service performance in the higher education sector, service quality dimensions, and satisfaction. This also provides suggestions for Vietnamese universities in improving their performance and services.
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Saeida Ardakani, Saeid, Majid Nejatian, Mohammad Ali Farhangnejad, and Mehran Nejati. "A fuzzy approach to service quality diagnosis." Marketing Intelligence & Planning 33, no. 1 (February 2, 2015): 103–19. http://dx.doi.org/10.1108/mip-02-2013-0035.
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Purpose – The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly. Design/methodology/approach – This research aims to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly. Findings – The results show that “safety,” “timeliness,” and “variety and type of airplane” are the most important service quality criteria from the passengers’ viewpoint. It also indicates that the most and least important dimensions of service quality are “tangibles” and “responsiveness,” respectively. The results ranked the airlines from one to three as Emirates Airline, Mahan Air, and Iran Air. Originality/value – Most of the service quality criteria are descriptive and are stated using lingual expressions (cardinal or ordinal scales). Therefore, evaluation of perceptions and expectations of customers regarding service quality using non-fuzzy methods ignores the ambiguity involved in individual judgments.
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Suranti, Dewi, and Yupianti Yupianti. "Fuzzy servqual implementation in evaluation of agricultural extention officer service quality." Jurnal Teknologi dan Sistem Komputer 7, no. 4 (September 6, 2019): 147–53. http://dx.doi.org/10.14710/jtsiskom.7.4.2019.147-153.
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This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achieved. The customer satisfaction index is 87.93%, which means farmers are satisfied with the services provided. The study can be a motivation to improve the quality of service to farmers for UPT BPP Sukaraja.
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Sharabati, Abdel-Aziz Ahmad, Mohammad M. Alhileh, and Hesham Abusaimeh. "Effect of service quality on graduates’ satisfaction." Quality Assurance in Education 27, no. 3 (July 1, 2019): 320–37. http://dx.doi.org/10.1108/qae-04-2018-0035.
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PurposeThe purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates.Design/methodology/approachThis research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates’ satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis.FindingsThe results show that all service quality dimensions are highly implemented by the MEU. The relationships between all service quality dimensions and graduates’ satisfaction are strong. Finally, results show that all service quality dimensions affect graduates’ satisfaction.Research limitations/implicationsTo generalize the results of this research, further studies are recommended to be carried out on other universities especially in Jordan. Testing the perception and satisfaction of other universities, stakeholders will help to improve service quality and to gain suitable competitive strategies.Practical implicationsService quality is a key driver for universities’ sustainable competitive advantage; therefore, dimensions of service quality should be included within universities plan, strategies and daily activities.Social implicationsConsidering service quality in higher education improves countries’ economic development, quality of life and well-being. All corporate social responsibility pillars (social, economic, environmental responsibilities and national and international regulation and norms) should be adapted and adopted within services quality systems and programs.Originality/valueMost of previous studies were carried out to test the students’ perception while this research is dedicated to explore graduates’ perception regarding service quality offered by the MEU.
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Izogo, Ernest Emeka, and Ike-Elechi Ogba. "Service quality, customer satisfaction and loyalty in automobile repair services sector." International Journal of Quality & Reliability Management 32, no. 3 (March 2, 2015): 250–69. http://dx.doi.org/10.1108/ijqrm-05-2013-0075.
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Purpose – The purpose of this study is to explore the dimensional structure of the SERVQUAL scale within non-western service setting as well as the impact of service quality dimensions on customer satisfaction and loyalty. Design/methodology/approach – A quantitative approach was employed, using 32-item, seven-point Likert-scaled questionnaire administered to 384 participants with 55.99 per cent usable response rate. Data were analysed using exploratory factor analysis, Cronbach’s internal consistency and γ test to, respectively, measure scale suitability, usability and strength/direction of association. Findings – The outcome from the study was the reduction of the 32 items to 26 scale items with 0.929 total α score. Further outcomes show that service quality dimensions are significant predictors of customer satisfaction and loyalty with the commitment dimension accounting for the highest degree of this impact. Research limitations/implications – Findings failed to corroborate past research as it was established that distinct efforts to measure customer satisfaction and loyalty within non-western service contexts proved to be less useful. However, outcomes cannot be generalized and as such, the modified scale that emerged from this research should receive more rigorous tests in other emerging services contexts. Practical implications – Automobile repair services firms within Ebonyi State will be better placed in their strategic responses to customer loyalty if they boost customers’ satisfaction through excellent service quality improvement actions. Social implications – The best way to enhance the welfare of the consumers of automobile repair services in Ebonyi State is by improving the empathy, tangibles, responsiveness, reliability and commitment dimensions of service quality. Originality/value – The paper demonstrates that the commitment dimension of service quality emerged as the most significant predictor of customer satisfaction and loyalty. The research also demonstrates that satisfied customers will definitely be loyal because a distinct effort to measure customer satisfaction and loyalty was found to be less useful.
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Deb, Saikat, and Mokaddes Ali Ahmed. "Quality assessment of city bus service based on subjective and objective service quality dimensions." Benchmarking: An International Journal 26, no. 2 (March 4, 2019): 567–89. http://dx.doi.org/10.1108/bij-11-2017-0309.
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PurposeThe purpose of this paper is to estimate and compare the service quality of the city bus service measured by two different approaches which are subjective service quality dimensions and objective service quality dimensions.Design/methodology/approachThe objective service quality dimensions have been estimated based on the benchmarking technique provided by the Ministry of Urban Development, India. For the analysis of subjective service quality dimensions, a questionnaire survey has been conducted to measure the users’ satisfaction and dissatisfaction about the service. The questionnaire consists of users’ socioeconomic characteristics and 23 questions related to city bus service quality dimensions. Questionnaire data have been analyzed by factor analysis, regression analysis and path analysis to find out the indicators representing subjective service quality dimensions. Finally, the overall service quality of the bus service has been determined based on both the measures.FindingsThe study indicates that the overall service quality of the bus service is different for subjective and objective analyses. While the objective measures show that the service quality is very good, the subjective measures indicate that the service is not doing well.Research limitations/implicationsThe analysis of the subjective dimensions is complicated. Analysis of the subjective dimensions needed more expertise and resources than the objective analysis.Originality/valueIn this study, the estimated service quality of the bus service is more reliable than the other methods as it comprises of both operators’ perspective and passengers’ expectations from the service.
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Narteh, Bedman. "Perceived service quality and satisfaction of self-service technology." International Journal of Quality & Reliability Management 32, no. 4 (April 7, 2015): 361–80. http://dx.doi.org/10.1108/ijqrm-08-2012-0113.
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Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.
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Moyo, Arnold, and Sothini Natalia Ngwenya. "Service quality determinants at Zimbabwean state universities." Quality Assurance in Education 26, no. 3 (July 2, 2018): 374–90. http://dx.doi.org/10.1108/qae-07-2016-0036.
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Purpose This research sought to empirically identify context specific dimensions of service quality at Zimbabwean State Universities. The study also sought to measure the ‘university-wide’ overall service quality at National University of Science and Technology (NUST) and to explore differences in service quality perception based on selected students’ demographic characteristics. Design/methodology/approach A case study strategy was used. Focus group discussions were used to qualitatively identify service quality variables; which were then subjected to quantitative evaluation through the administration of questionnaires on a sample of 294 students. Exploratory Factor Analysis was used to reduce the service quality variables into service quality dimensions. Findings Five dimensions of service quality were identified, namely: General Attitude, Facilitating Elements, Access, Lecture Rooms and Health Services. Results also showed that most students (48.3 per cent) perceived overall service quality at NUST to be average while 28.6 per cent and 23.1 per cent had a negative and positive perception of overall service quality respectively. Perceived overall service quality at NUST was found to differ significantly based on ‘students’ year of study’ and ‘faculty group’. Differences based on gender were found to be insignificant. Originality/value Identification of the five dimensions was a progressive step in developing a relevant service quality measurement instrument for a Zimbabwean State University context; and in so doing, contributing to literature on relevant service quality dimensions and measurement instruments in Zimbabwe and Africa in general. This was the first such study in Zimbabwe to address the context specific literature-gap on relevant service quality dimensions.
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Hanafi, Siti Nurul Izzati Mohd, Suharni Bt Maulan, and Siti Ngayesah Ab Hamid. "Service Quality of Islamic Banks: A Cultural Perspective." International Journal of Islamic Banking and Finance Research 4, no. 2 (July 30, 2020): 11–21. http://dx.doi.org/10.46281/ijibfr.v4i2.685.
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The purpose of this paper is to examine the relationship between culturally-based service quality measure on customer satisfaction and loyalty in the Malaysian Islamic banking context. This study utilises the PAKSERV model, a cultural-based instrument together with additional dimensions compliance from CARTER model. A survey questionnaire was utilised to examine the relationships. Data were analysed using PLS-SEM. The result shows that five of the service quality dimensions have significant relationships with customer satisfaction. Compliance, the additional dimension, had been found to be the most influential. This study also reinforces the relationship between satisfaction and loyalty. The compliance dimension added to the PAKSERV measure that denotes religious belief enhances the cultural elements of service quality measure for Islamic banks.
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Abu Jadayil, Wisam, Mwafak Shakoor, Adnan Bashir, Hamza Selmi, and Mohamed Rafik N. N. Qureshi. "Using SERVIQUAL to investigate the quality of provided wireless communication services in UAE." International Journal of Quality and Service Sciences 12, no. 1 (February 21, 2020): 109–32. http://dx.doi.org/10.1108/ijqss-08-2018-0076.
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Purpose The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE. Design/methodology/approach This study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups. Findings The results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality. Research limitations/implications The research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study. Practical implications This research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty. Originality/value This study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.
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Arguello, Manuel Idrovo, Diego Monferrer Tirado, and Marta Estrada Guillén. "Service quality in a post-crisis context: emotional effects and behaviours." International Journal of Bank Marketing 38, no. 1 (July 18, 2019): 175–98. http://dx.doi.org/10.1108/ijbm-02-2019-0045.
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Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.
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Addai, Bismark, Annette Serwaa Agyeman, and Adjei Gyamfi Gyimah. "Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited." International Finance and Banking 6, no. 1 (March 20, 2019): 9. http://dx.doi.org/10.5296/ifb.v6i1.14177.
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Financial services are intangible and the only way to attract and retain customers is to seek out what they expect and design services to meet these expectations. This study was conducted to investigate customers’ evaluation of service quality in the Ghanaian banking industry using Cal Bank Limited as a case study institution and to recommend effective ways to improve the quality of service delivery. A convenience sampling technique was utilized in a 200 sample-size selection from Cal Bank customers in the Kumasi Metropolis, Ghana. Structured questionnaire adopted from the SERVQUAL instrument was used to gather primary data from customers and SPSS Statistics version 21 was employed as the main statistical tool. It is evident in this study that customers are dissatisfied with the overall level of service quality provided by the bank. However, customers are satisfied with empathy and assurance dimensions. The study further revealed that all the five dimensions of service quality significantly influence the service quality of the bank and the dimension with greatest impact is reliability, which has the highest coefficient. This means that the bank needs to pay much attention to reliability as a service quality component and improve upon the reliable services provided to customers whilst maintaining or improving the other dimensions.
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Urbonas, Gvidas, Irayda Jakušovaitė, and Arūnas Savickas. "Pharmacy specialists’ attitudes toward pharmaceutical service quality at community pharmacies." Medicina 46, no. 10 (October 10, 2010): 686. http://dx.doi.org/10.3390/medicina46100097.
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Objective. The main objective of this study was to analyze pharmacy specialists’ attitudes toward the quality of pharmaceutical services at Lithuanian community pharmacies. Material and methods. Between April and June 2009, a total of 471 Lithuanian community pharmacy specialists completed a questionnaire designed to evaluate their attitudes toward the quality of pharmaceutical services at community pharmacies. The main dimensions of pharmaceutical service quality were extracted by principal component analysis. Results. Two main dimensions of pharmaceutical service quality were extracted: pharmacotherapeutic aspects (provision of information about drug therapy, possible side effects, health promotion, the amount of time spent with a patient, and the ascertainment that a patient understood the provided information) and socioeconomic aspects (considering patient’s needs and financial capabilities, making a patient confident with the services provided). Pharmacy specialists evaluated the quality of both dimensions positively, but the quality of the first dimension was rated significantly worse than that of the second dimension. The attitudes of pharmacy specialists working at independent pharmacies were more positive toward pharmacotherapeutic aspects as compared to the specialists working at chain or state pharmacies. Pharmacotherapeutic aspects were rated better by pharmacy specialists, aged ≥55 years, than those younger than 45 years. Moreover, the attitudes of 45–54-year-old pharmacy specialists toward the socioeconomic aspects were more positive as compared with those of 35–44-year olds. Pharmacists rated the socioeconomic aspects of pharmaceutical service quality worse as compared with pharmacy technicians. The attitudes of pharmacy specialists working at pharmacies with 6–9 specialists were more negative toward pharmacotherapeutic aspects than those of the pharmacies with 1–2 specialists. Pharmacy specialists working at pharmacies with ≥10 specialists reported lower scores of socioeconomic aspects as compared to those working at pharmacies with fewer specialists. Men evaluated both pharmacotherapeutic and socioeconomic aspects worse than women. The evaluation of pharmaceutical service quality did not differ by pharmacy location. Conclusions. Two dimensions of pharmaceutical service quality were determined. According to Lithuanian pharmacy specialists, the quality of pharmacotherapeutic aspects at community pharmacies was worse than that of socioeconomic aspects. The evaluation of the quality of pharmaceutical service significantly differed according to the specialists’ sex, age, qualification, and type and size of pharmacies.
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Anwar, Suhardi M., and Goso. "Effect of Dimensions of Service Quality Satisfaction and Customer Loyalty of Islamic Bank in the Perspective of Islam in Palopo." Journal of Education and Vocational Research 7, no. 3 (October 9, 2016): 48–52. http://dx.doi.org/10.22610/jevr.v7i3.1415.
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This paper aims to analyze the quality of service using five dimensions that is tangible empathy, Reliability, Responsiveness, and Assurance. Where the first tangible dimension using attribute consists of the location, appearance of staff, office facilities are up-to-date, the cleanliness of the office, and exterior offices. The second dimension empathy that use attributes greet customers by name, an apology for the error service, understand customer needs, personal attention, and operational time. The dimensions of the third namely reliability that use service attributes as promised, timeliness of services, verification requests, and sincerity helped. The fourth dimension is the responsiveness attributes staff's willingness to help, the notification time of service, speed of service, readiness to serve. Then dimension the latter is the dimension of assurance that use attributes confidence in the ability of staff, courtesy staff, security transactions, and staff in still customer confidence. This research tested using SEM analysis, quality of service significant positive effect directly on customer satisfaction, means the better quality of service perceived by the customer, the higher the satisfaction of using services provided by the Islamic Bank in Palopo. Conversely, if the lower the quality of the service perceived by the customer, diminishing also their satisfaction to use the service provided by the Islamic Bank in the City of Palopo . Thus it can be conclusion that states that the quality of service in the perspective of Islam have a significant effect on customer satisfaction Islamic Bank in Palopo acceptable.
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Veerasamy, Dayaneethie, and Magalingam Atheeshey Pillay . "Service Quality in Sport: A Higher Education Perspective." Journal of Economics and Behavioral Studies 5, no. 2 (February 28, 2013): 99–105. http://dx.doi.org/10.22610/jebs.v5i2.384.
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Although the University remains a strong competitor in major sport codes, there has been a general decline in student participation in physical activity. This is evident by the low participation rate of students in competitive sport. The aim of this paper was to investigate students’ expectations and perceptions of the sport offering at the University. A total of 400 students completed the survey using a questionnaire developed from the SERVQUAL instrument. All the service quality dimensions in the students’ surveys of sport at the University contain negative mean gap scores. From these findings, the Sport department at the University can identify specific gaps in the service quality dimensions and seek to close them. Service quality dimensions that are deemed to be good predictors of service quality have been related to factors relating to tangibility, reliability and responsiveness. The University should address these dimensions in its attempt to improve on service quality. The reliability dimension, which has emerged as the most important service quality predictor, needs the most attention.
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Sholehuddin, Sulton, and Fahrurrozi Rahman. "Dimensi Kualitas Pelayanan terhadap Kepuasan Konsumen." JMK (Jurnal Manajemen dan Kewirausahaan) 5, no. 2 (June 1, 2020): 94. http://dx.doi.org/10.32503/jmk.v5i2.1003.
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This study aims to analyze and determine the effect of the dimensions of service quality simultaneously and partially on customer satisfaction Khai Khai Thai Tea Malang. The population numbered 310 customers and fulfilled the criteria of the research sample (accindental sampling). The research method uses a survey method with a quantitative research approach with a sample of 75 respondents, the analytical tool used is SPSS 20. This study concludes that there is a simultaneous influence of the dimensions of service quality dimensions on consumer satisfaction Khai Khai Thai Tea Malang. Partially the dimension of service quality dimensions, namely responsibility and empathy, influences, but not significantly to the variable of customer satisfaction, Khai Khai Thai Tea, the center of Malang City. While tangibles, reliability and assurance variables have a significant effect on the quality of Khai Khai Thai Tea services in Malang.
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Ganiyu, Rahim A. "Perceptions of Service Quality: An Empirical Assessment of Modified SERVQUAL Model among Domestic Airline Carriers in Nigeria." Acta Universitatis Sapientiae, Economics and Business 4, no. 1 (December 1, 2016): 5–31. http://dx.doi.org/10.1515/auseb-2016-0001.
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Abstract Literature is replete with a large number of theories related to service quality measurement and dimensions in an airline context. To date, there is no consensus of opinion on the generic model and of the number of dimensions most appropriate to evaluate service quality in airline industry. This study investigates service quality dimensions in the Nigerian airline industry. The cross-sectional survey research design was adopted. Convenience sampling was used to select 800 respondents among departing air travellers in Lagos State. A structured questionnaire containing 28 items was developed to evaluate the perceived service quality of domestic airlines. The data collected were analysed using descriptive statistics, Pearson’s correlation analysis, and one-sample t-test. The dimensionality of perceived service quality in Nigeria’s airline industry was explored using exploratory factor analysis. From the analysis carried out, it was established that the modified SERVQUAL model provided a satisfactory level of overall reliability in Nigeria’s airline context, which implies that all the items were cohesive in forming the SERVQUAL dimensions. According to the findings of this study, all service quality dimensions are positively and significantly interrelated. The perceived service quality of domestic airlines across these dimensions was found to be poor. The most dissatisfied dimensions in order of ranking were: flight pattern, reliability, facilities, assurance, responsiveness, employee, and customization. On the basis of the aforementioned findings, this study concludes that airline operators should redefine their service standards to one that is customer-focused by identifying the dimension of service quality most preferred by the passengers and continuously strive to improve service delivery. The study recommends that airline operators should recognize the changing needs and expectations of air travellers and customize their range of services by identifying unique service requirements of the individual customers.
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Khattab, Farah. "Developing a Service Quality Model for Private Higher Education Institutions in Lebanon." GATR Journal of Management and Marketing Review 3, no. 1 (February 9, 2018): 24–33. http://dx.doi.org/10.35609/jmmr.2018.3.1(4).
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Objective - The objective of this study is to identify and implement the most suitable and prominent dimensions for service quality, which is key for the development of a successful model. Within a competitive academic environment, Lebanese higher education institutions are forced to develop their own dimensions of service quality and offer higher quality services than their competitors. Therefore, identifying the key dimensions of service quality in the Lebanese higher education sector is a priority for universities, to improve their overall services and maintain high levels of retention. The foremost condition to success is a well-developed service quality assessment process to evaluate university services. This paper aims to investigate the most effective service quality assessment tool for Lebanese universities, in addition to the corresponding dimensions of service quality and their impact on the satisfaction of the students. Methodology/Technique - This study undertakes a comprehensive review of recent studies dealing with different aspects of service quality models and the corresponding service quality dimensions are presented and discussed. Considering the proved and established qualities and capabilities of the SERVQUAL model and the urgent need for service quality assessment for private higher education institutions in Lebanon, a modified SERVQUAL model with seven dimensions is proposed and highlighted as a potential model for assessing service quality in the Lebanese higher education sector. Findings - Based on the comprehensive literature review carried out, it was noted that the SERVQUAL instrument is the most prominent model used in recent investigations to assess service quality in the higher education sector. Novelty - Choosing the proper and the most influential service quality model is one of the crucial challenges faced in higher education. Type of Paper: Review. Keywords: Service Quality; Quality Dimensions; Service Model; Customer Satisfaction; Lebanese Higher Education. JEL Classification: