Relevant bibliographies by topics / Servqual model

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Academic literature on the topic 'Servqual model'

Author: Grafiati
Published: 4 June 2021
Last updated: 12 June 2025

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Journal articles on the topic "Servqual model"

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Gregory, Jess L. "Applying SERVQUAL." Journal of Applied Research in Higher Education 11, no. 4 (2019): 788–99. http://dx.doi.org/10.1108/jarhe-12-2018-0268.

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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This study explores how a program has applied the SERVQUAL model and survey to identify areas for growth. Findings The survey of 57 students in a cohort-based doctoral program demonstrated the smallest gaps (highest satisfaction) with the domains of empathy (1.33) and responsiveness (1.30) and the lowest with reliability (2.03), tangibles (1.97) and assurance (1.90). Practical implications While not all of the five dimensions are within the purview of a program to address (some may require funding that is determined at a college or university level), many of the gaps can be addressed by adopting procedures and policies that increase transparency so that students can moderate their expectations and faculty and staff can provide reliable information. Additionally, the use of the SERVQUAL model provided this program with specific, actionable information that could be used to improve the program. Originality/value The study includes a review of studies that have applied the SERVQUAL model in higher education. The application of SERVQUAL to a cohort-based doctoral program to identify program improvements and steward program image fits into a gap in the extant literature.
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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expectations although it has not reached the desired expectations. The order of SERVQUAL's five dimensions from most satisfying to least satisfying is: tangibility, reliability, empathy, assurance, and responsiveness. It can be concluded that the dimension of responsiveness is in the most unsatisfactory position because currently the management of Kanaan Christian Elementary School in Banjarmasin seems like there is no one taking a leader role. Things that can be considered by Kanaan Christian Elementary School are to keep and prove the promise that has been delivered so that customers are not easily disappointed and also involve parents in a word of mouth marketing strategy due to the character of target customers are critical, like to gather and chat together. Keywords: educational service; school quality; SERVQUAL Abstrak: Penelitian ini bertujuan mengevaluasi kualitas jasa di SD Kristen Kanaan Banjarmasin. Jenis penelitian ini adalah penelitian evaluatif dengan metode kualitatif deskriptif menggunakan model SERVQUAL yang mengukur kesenjangan antara persepsi dan ekspektasi konsumen berdasarkan dimensi reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Teknik pengumpulan data dengan wawancara, dibantu kuesioner berinstrumen SERVQUAL dan aspek input, proses dan output sekolah. Hasil menunjukkan bahwa persepsi layanan jasa dari pelanggan cukup baik dan cukup memenuhi harapan minimum walaupun belum mencapai harapan yang diinginkan. Urutan lima dimensi SERVQUAL dari yang paling memuaskan hingga yang paling tidak memuaskan adalah: bukti fisik, keandalan, empati, jaminan, dan daya tanggap. Disimpulkan dimensi daya tanggap berada di posisi paling tidak memuaskan adalah karena saat ini manajemen SD Kristen Kanaan Banjarmasin seolah seperti tidak ada yang mengambil peran pemimpin. Hal yang dapat menjadi pertimbangan SD Kristen Kanaan adalah agar dapat menjaga dan membuktikan janji yang telah disampaikan agar pelanggan tidak mudah kecewa dan dapat melibatkan orang tua murid dalam strategi pemasaran mulut ke mulut mengingat karakter target pelanggan yang kritis, suka berkumpul dan mengobrol. Kata kunci: jasa pendidikan; kualitas sekolah; SERVQUAL
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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expectations although it has not reached the desired expectations. The order of SERVQUAL's five dimensions from most satisfying to least satisfying is: tangibility, reliability, empathy, assurance, and responsiveness. It can be concluded that the dimension of responsiveness is in the most unsatisfactory position because currently the management of Kanaan Christian Elementary School in Banjarmasin seems like there is no one taking a leader role. Things that can be considered by Kanaan Christian Elementary School are to keep and prove the promise that has been delivered so that customers are not easily disappointed and also involve parents in a word of mouth marketing strategy due to the character of target customers are critical, like to gather and chat together. Keywords: educational service; school quality; SERVQUAL Abstrak: Penelitian ini bertujuan mengevaluasi kualitas jasa di SD Kristen Kanaan Banjarmasin. Jenis penelitian ini adalah penelitian evaluatif dengan metode kualitatif deskriptif menggunakan model SERVQUAL yang mengukur kesenjangan antara persepsi dan ekspektasi konsumen berdasarkan dimensi reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Teknik pengumpulan data dengan wawancara, dibantu kuesioner berinstrumen SERVQUAL dan aspek input, proses dan output sekolah. Hasil menunjukkan bahwa persepsi layanan jasa dari pelanggan cukup baik dan cukup memenuhi harapan minimum walaupun belum mencapai harapan yang diinginkan. Urutan lima dimensi SERVQUAL dari yang paling memuaskan hingga yang paling tidak memuaskan adalah: bukti fisik, keandalan, empati, jaminan, dan daya tanggap. Disimpulkan dimensi daya tanggap berada di posisi paling tidak memuaskan adalah karena saat ini manajemen SD Kristen Kanaan Banjarmasin seolah seperti tidak ada yang mengambil peran pemimpin. Hal yang dapat menjadi pertimbangan SD Kristen Kanaan adalah agar dapat menjaga dan membuktikan janji yang telah disampaikan agar pelanggan tidak mudah kecewa dan dapat melibatkan orang tua murid dalam strategi pemasaran mulut ke mulut mengingat karakter target pelanggan yang kritis, suka berkumpul dan mengobrol. Kata kunci: jasa pendidikan; kualitas sekolah; SERVQUAL
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Marković, Suzana. "QUANTITATIVE APPLICATION OF THE SERVQUAL MODEL IN THE HOTEL INDUSTRY." Tourism and hospitality management 11, no. 1 (2005): 179–91. http://dx.doi.org/10.20867/thm.11.1.11.

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U radu se prikazuju rezultati kvantitativne primjene SERVQUAL modela (Parasuraman et al., 1988.) u hotelskoj industriji. Istraživanje je provedeno za vrijeme božićnih i novogodišnjih praznika 2001/2002. godine u šesnaest hotela Opatijske rivijere na stratificiranom slučajnom uzorku (N = 401) hotelskih gostiju. Rezultati kvantitativne primjene SERVQUAL modela u hotelskoj industriji pokazuju da su očekivanja hotelskih gostiju veća od njihove percepcije. To ukazuje na postojanje negativnog SERVQUAL jaza. Rezultati faktorske analize ukazuju na čistu faktorsku strukturu uz relativno visoke faktorske koeficijente. Trodimenzionalno rješenje ljestvice očekivanja rezultira sljedećim faktorima: pouzdanost, susretljivost i stručnost hotelskog osoblja i kvaliteta fizičkog izgleda. Ljestvicu percepcije također sačinjavaju tri faktora: susretljivost i stručnost hotelskog osoblja, pouzdanost i kvaliteta fizičkog izgleda. Osim faktorske analize, provedena je i analiza pouzdanosti, te izračunata složena pouzdanost te konstrukcije. Rezultati pokazuju da svi faktori premašuju preporučenu razinu 0.50 (Hair et al., 1995), rangirajući se od 0.77 do 0.96. Alpha koeficijent za ljestvicu očekivanja iznosi 0.8246, dok je za ljestvicu percepcije nešto veći i iznosi 0.9243. Dakle, istraživanje je pokazalo da je SERVQUAL instrument, korišten u ovom istraživanju, visoko pouzdan. Međutim, potrebna je i daljnja prilagodba i provjera instrumenta za ispitivanje, što uključuje i testiranje valjanosti instrumenta.
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Marković, Suzana. "QUALITATIVE APPLICATION OF SERVQUAL MODEL IN HOTEL INDUSTRY." Tourism and hospitality management 11, no. 1 (2005): 301–12. http://dx.doi.org/10.20867/thm.11.1.19.

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U radu se prikazuju rezultati kvalitativne primjene SERVQUAL modela (Parasuraman ct al„ 1988.) u hotelskoj industriji. Istraživanje je provedeno u svibnju 2002. godine, na prigodnom uzorku od devet menadžera u hotelima Opatijske rivijere. U ispitivanju menadžera koristila su se dva strukturirana i jedan polustrukturirani SERVQUAL upitnik. Cilj ovog eksplorativnog istraživanja bio je: (a) ispitati kako menadžeri ocjenjuju karakteristike hotelskih usluga, tj. koje dimenzije kvalitete usluga smatraju najvažnijim, (b) izmjeriti percepciju menadžera o kvaliteti usluga u hotelu općenito i o procesima unutar hotela, (c) saznati da li postoje jazovi u internoj kvaliteti usluga u hotelu, te (d) dobiti uvid u probleme hotelske prakse i postizanje boljeg razumijevanja pojava, situacija i događaja, što sve olakšava i pomaže u rješavanju problema. Rezultati istraživanja pokazali su da menadžeri pridaju najveću važnost izgledu hotelskog objekta, hotelske opreme, hotelskog osoblja i promotivnog materijala, dok najmanje važnim smatraju susretljivost hotelskog osoblja. Na temelju prethodno rečenog, dolazi se do zaključka da hotelski menadžeri ne poznaju dobro očekivanja i percepciju hotelskih gostiju.
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Simarmata, Hengki Mangiring Parulian, and Poltak Pardamean Simarmata. "Peningkatan Kepuasan Konsumen dengan Model SERVQUAL." CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis 2, no. 3 (2022): 01–14. http://dx.doi.org/10.55606/cemerlang.v2i3.222.

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Excellent service is very important for companies to increase profits and competitive strategies with competitors. This study aims to determine the effect of service quality on customer satisfaction at PT Capella Daihatsu Pematangsiantar. This research is quantitative and descriptive. The sample used was 94 people who were taken by purposive sampling technique. The analytical technique used is to test the validity, reliability test, normality test, t test, to determine the magnitude of the effect used a simple linear regression model. The results of this study indicate a significant positive effect between service quality and customer satisfaction. The magnitude of the effect of service quality is 36.4% on service satisfaction and the remaining 63.6% is influenced by other variables not examined such as customer relationship management and others.
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Ahmed, Ammar, Faiz Muhammad Khuwaja, Ismail Bin Lebai Othman, Muhammad Asif Qureshi, and Rao Akmal Ali. "Validation of SERVQUAL Model in Relation to Customer Loyalty: Evidence from FMCGs in Pakistan." Sukkur IBA Journal of Management and Business 4, no. 2 (2017): 54. http://dx.doi.org/10.30537/sijmb.v4i2.111.

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The aim of this study is to make a scientific contribution to understanding the relationship between SERVQUAL model and customer loyalty. The primary objective is to examine the composite relationship between SERVQUAL model and customer loyalty from the perspective of FMCG customers. The second objective is to investigate the relationship between each dimension of the SERVQUAL model in relation to customer loyalty. Through the self-rated survey, data was collected from the 400 walk-in customers of FMCG firms. Using PLS-SEM approach, the validation of SERVQUAL model was analyzed in relation to customer loyalty. Also, the influence of each dimension of service quality on customer loyalty was examined. The findings of primary objective revealed that the SERVQUAL model is significantly and positively linked to the customer loyalty. Further, the findings of the second objective revealed that each dimension of the SERVQUAL model has a significant relationship with the customer loyalty and depicts noteworthy contribution of service quality in literature. These findings suggest that SERVQUAL model is capable of being effectively used to evaluate the service quality in the FMCG market of Pakistan. Implications and future opportunities of the study are discussed.
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Nguyen, Trang Thi Mai, and Huong Xuan Thu Tran. "LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL." Science and Technology Development Journal 13, no. 1 (2010): 62–72. http://dx.doi.org/10.32508/stdj.v13i1.2086.

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The aim of this study is to compare two models of service quality, technical/functional quality and SERVQUAL in university library services to find out the best library service model which pleases students most. Two proposed models were tested with 347 students at the Faculty of Economics, University of Technology, and University of Natural Sciences, Vietnam National University – Ho Chi Minh City. The results show that SERVQUAL is better than the technical/functional quality model. Therefore, SERVQUAL is chosen to evaluate the quality of library services. The results also show that SERVQUAL consists of only two components: caring service and tangibles, in which caring service has a stronger effect on students’ satisfaction.
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Teas, R. Kenneth. "Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment." Journal of Marketing 58, no. 1 (1994): 132–39. http://dx.doi.org/10.1177/002224299405800111.

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The author responds to issues raised by Parasuraman, Zeithaml, and Berry (1994) concerning his 1993 article that outlines theoretical and operational problems associated with the SERVQUAL model of perceived service quality. Because theoretical problems and ambiguities must be resolved before operational issues can be addressed effectively, his response focuses on the Parasuraman, Zeithaml, and Berry (1994) comments concerning (1) the theoretical problems associated with the SERVQUAL P – E model and (2) the Teas (1993) evaluated performance (EP) and normed quality (NQ) models. In addition, he assesses the theoretical merit of the Parasuraman, Zeithaml, and Berry (1994) SERVQUAL “mixed-model.” His primary conclusions are that the conclusions reached by Parasuraman, Zeithaml, and Berry (1994) with respect to the Teas (1993) EP and NQ models are incorrect and that the proposed SERVQUAL mixed-model is merely a restricted version of (i.e., a re-expression that is less general than) the Teas (1993) NQ model.
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Ma, Jun, Milton E. Harvey, and Michael Y. Hu. "Assessing the Multidimensional and Hierarchical Structure of Servqual." Psychological Reports 101, no. 2 (2007): 378–91. http://dx.doi.org/10.2466/pr0.101.2.378-391.

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Parasuraman, Zeithaml, and Berry introduced SERVQUAL in 1998 as a scale to measure service quality. Since then, researchers have proposed several variations. This study examines the development of the tool. Marketing researchers have first challenged the conceptualization of a perceptions-expectations gap and have concluded that the performance-based measures are adequate to capture consumers' perception of service quality. Some researchers have argued that the five dimensions of the SERVQUAL scale only focus on the process of service delivery and have extended the SERVQUAL scale into six dimensions by including the service outcome dimension. Others have proposed that service quality is a multilevel construct and should be measured accordingly. From a sample of 467 undergraduate students data on service quality toward up-scale restaurants were collected. Using the structural equation approach, two measurement models of service quality were compared, the extended SERVQUAL model and the restructured multilevel SERVQUAL model. Analysis suggested that the latter model fits the data better than the extended one.
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Dissertations / Theses on the topic "Servqual model"

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Lumyong, Rotjarek, and Suppalak Suksom. "Service Quality of Thai Travel Agency, Thailand Resor AB, in Sweden." Thesis, Mälardalen University, Mälardalen University, Mälardalen University, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-7789.

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<p>The customers perceived all 5 SERVQUAL dimensions; tangibles, reliability, assurance, responstiveness, and empathy, pertaining service quality performance at low level when compared with their expectation. Thailand Resor AB should fulfill these 5 gaps and pay attention at assurance dimension concerning conveying trust and confidence because of the highest gap. The dimension of tangibles (equipment, physical facilities, etc.), empathy (ability to see through the customer’s eyes), responstiveness (willingness to help and provide prompt service), and reliability (doing what company have promised) were adjusted consequencely. The respondents highlighted the following key quality factors of their expectations; be treated with respect, be listened to and be dedicated attention, more friendly staffs, get the accoracy information. Some respondent have fuzzy expectations that he company have to further discover the real expectations by providing gauidance to their staffs to encourage them to ask questions.</p>
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Inês, Ana Carolina Carvalho. "A qualidade do serviço e a satisfação do cliente : o caso do Centro de Imagiologia do Hospital da Luz." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/4461.

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Mestrado em Marketing<br>No presente estudo a Qualidade do Serviço e a Satisfação do Cliente serão os principais constructos a serem abordados. O principal objectivo deste trabalho é avaliar a qualidade do serviço do Centro de Imagiologia do Hospital da Luz e a satisfação dos seus clientes. Assim, os objectivos fundamentais deste estudo são: (1) avaliar a qualidade do serviço prestado pelo Centro de Imagiologia do Hospital da Luz; (2) avaliar a satisfação dos clientes do Centro de Imagiologia do Hospital da Luz; (3) avaliar a intenção comportamental do cliente, de voltar a utilizar o serviço do Centro de Imagiologia do Hospital da Luz. Para avaliar a qualidade do serviço e a satisfação dos clientes utilizou-se o modelo Servqual. Assim, optou-se por utilizar uma abordagem descritiva, recorrendo ao método quantitativo através do inquérito por questionário. A amostra foi seleccionada de forma não probabilística a 110 clientes do Centro de Imagiologia do Hospital da Luz. Os clientes encontram-se bastante satisfeitos com o Centro de Imagiologia. Além de se encontrarem satisfeitos ponderam voltar novamente ao Centro de Imagiologia para usufruírem dos serviços prestados, assim como recomendam o Centro de Imagiologia a um amigo ou familiar. Nas dimensões do modelo Servqual os clientes encontram-se mais satisfeitos com as dimensões tangibilidade, disponibilidade, segurança e confiança em relação ao serviço prestado pelo Centro de Imagiologia.<br>Service Quality and Customer Satisfaction are the main subjects of this study. The aim of this work is to assess the service quality of the Imagiology Center at Hospital da Luz and the satisfaction of its customers. Thus, the fundamental goals of this research are: (1) to evaluate the service quality given by this center at Hospital da Luz; (2) to assess the satisfaction of the customers at the Imagiology Center; (3) to evaluate the client's behavioral intention of coming back the service of the Center for Imaging of the Hospital da Luz. To evaluate the service quality and customers satisfaction the Servqual model was used. We chose to use a descriptive study, applying the quantitive method through a questionnaire. The sample was selected in a no probability form from 110 patients at the Imagiology Center at Hospital da Luz. In general, patients seem to be quite satisfied with the Imagiology Center. Besides feeling satisfied, they consider going back again to the Imagiology Center to benefit from the available services and even recommend it to a friend or family member. With the Servqual model, the customers feel more satisfied with the dimensions which refer to tangibility, availability safety and confidence in relation to the service provided by the Imagiology Service.
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Mejia, Katherine, Henry Quintanilla, Carlos Cespedes, Jose Rojas, and Carlos Raymundo. "Application of a management model based on DMAIC methodology to an MSE in the personal beauty sector to increase profitability." Springer Verlag, 2020. http://hdl.handle.net/10757/656357.

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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.<br>Micro and Small Enterprise (MSEs) are the primary employment driving force in Peru; however, their low level of management does not allow for their long-term sustainable development. This situation has led such companies to incur unnecessary costs and expenses. In this study, we deal with the case study of a microenterprise of services in the personal beauty sector, which applied a Management Model based on define, measure, analyze, improve, and control (DMAIC) method. That excellent methodology helps to improve processes through the philosophy of continuous improvement, with the aim of proposing improvements to increase profitability and growth. Moreover, the integration of various techniques and tools at each stage of the DMAIC methodology was proposed with a focus on human management processes, inventories, and operational services, which have greater impact on most companies of this type.
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Maree, Amanda. "Measuring customer satisfaction with sexual reproductive health service delivery at township healthcare facilities using the servqual model." Thesis, Stellenbosch : Stellenbosch University, 2012. http://hdl.handle.net/10019.1/95587.

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Thesis (MBA)--Stellenbosch University, 2012.<br>ENGLISH ABSTRACT: Providing quality primary healthcare services in a scarce resource environment in South Africa is a challenge. This is exacerbated by segments of the population experiencing high unemployment and extreme poverty leading to a prevalence of diseases such as HIV/Aids and Tuberculosis. Long queues and staff shortages have led to the Department of Health decentralising the primary healthcare system into district facilities, with the intention of offering greater access to equitable healthcare for all South Africans. Sexual reproductive health falls under the category of primary healthcare and is a specialised function, often carried out by inadequately trained providers using quota systems, who consider this essential service to be a low priority. The area of sexual reproductive health includes termination of pregnancy, contraception, treatment of sexually transmitted infections and cancer screening. Although termination of pregnancy is legal in South Africa, reluctance on the part of service providers to offer this service, due to conscientious objection has created a shortage of safe, legal healthcare facilities. In an effort to provide these life-saving services, non-governmental organisations are attempting to fill the service delivery shortfall. With the assistance of international donor funding, Marie Stopes South Africa has established a number of sexual reproductive healthcare facilities in townships in Gauteng and KwaZulu Natal. These services take place from basic structures located within communities most in need of healthcare, and offer a range of sexual reproductive health services at low cost to men and women of reproductive age. As the operational focus is on provision of services otherwise not available, the organisation has not measured the levels of customer satisfaction adequately to date. Due to the preventative and potentially life-saving nature of these services, improved customer satisfaction levels could, through word of mouth advertising and customer retention, increase the use of these facilities by community members, reduce numbers of unplanned pregnancies, and ultimately contribute to a decrease in the incidence of maternal mortality due to unsafe abortions. In this study, the SERVQUAL instrument will measure the gap between customer expectations prior to services received, and perceptions of the services post-delivery, in order to establish the current service quality gaps in township healthcare facilities. Management of the organisation will use this information to implement actions to improve customer satisfaction and monitor the impact of these actions, with the aim of increasing positive word-of-mouth advertising, leading to greater use of services and ultimately the long-term sustainability of the facilities.
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Chingang, Nde Daniel, and Paul Lukong. "Using the SERVQUAL Model to assess Service Quality and Customer Satisfaction. : An Empirical Study of Grocery Stores in Umeå." Thesis, Umeå University, Umeå School of Business, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-35008.

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<p>Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention.</p><p><strong>Purpose</strong> – The main purpose of this study theoretically is finding out how applicable the SERVQUAL model is in the context of grocery stores and empirically, describe how consumers (students) perceive service quality and whether they are satisfied with services offered by these stores in Umea.</p><p><strong>Design/methodology/approach</strong> – A self-completion questionnaire was developed from the SERVQUAL instrument and distributed using a convenience sampling technique to students in the Umea University campus to determine their perceptions of service quality in grocery stores.</p><p><strong>Findings</strong> – From the analysis carried out, it was found out that, the SERVQUAL model was not a good instrument to measure service quality because some of the items under the dimensions overlapped and regrouped under different dimensions from the factor analysis carried out. It also showed some items associated to more than one component.</p><p>Some dimensions showed a reliability scale of less than 0.7 which could have been as result of the wordings used in the questionnaires or the number of items used under each dimension. Also, it was found that the overall service quality perceived by consumers was not satisfactory meaning expectations exceeded perceptions and all the dimensions showed higher expectations than perceptions of services.</p><p><strong>Research implications</strong> – Theoretically, from the findings, it implies that the SERVQUAL model is not the best tool to use measure service quality in grocery stores because the dimensions do not best measure the construct in that context. Practical implications suggest that grocery stores in Umea are not providing the level of service quality demanded by customers. The findings suggest that grocery stores need to improve all the dimensions of service quality from the gap analysis carried out.</p><p><strong>Originality/value</strong> – This study contributes to the already existing studies examining service quality in grocery stores using the SERVQUAL model and also provides empirical results that could guide management dealing with retail activities to take corrective actions that lead to growth in the company.</p>
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Vaughan, Elizabeth Helen Thomson. "A service quality model for the measurement of the disabled student experience in higher education : does SERVQUAL measure up?" Thesis, University of Strathclyde, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.524731.

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Research in the voluntary sector with the focus on disabled service users had raised serious issues on the portability of the SERVQUAL model into this sector (Shiu, Vaughan, & Donnelly, 1997) in general and disabled service users in particular (E. Vaughan & Shiu, 1999; L. Vaughan & Shiu, 1998). Hence a bespoke Service Quality model ARCHSECRET was developed to measure Service Quality as perceived by the disabled service user (E. Vaughan & Shiu, 2001). In replicating the bespoke model, it was decided to focus on disabled students in Higher Education in particular because 'disabled people are still only half as likely as non-disabled people to be qualified to degree level and are twice as likely as non-disabled people to have no qualification at all' (DRC, 2005). The overall aim of this study was to compare the bespoke model ARCHSECRET and the industry standard model: a modified SERVQUAL in terms of their applicability for disabled students in Higher Education and their ability to predict and explain the variation in Service Quality. The ARCHSECRET model was found superior to the modified SERVQUAL model in terms of its overall predictive power of Service Quality and its key drivers which were different and better in predictive power to those of the modified SERVQUAL. The ARCHSECRET model was found to be reliable and valid for the measurement of Service Quality of the disabled student experience, with a conceptual framework which offered a powerful diagnostic tool for the diagnosis of service shortfalls and strengths.
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Valenzuela, Franco, Jeysev Estocalenko, José Rojas, and Carlos Raymundo. "Lean service quality model to improve the performance of service in automotive dealer." Springer Verlag, 2020. http://hdl.handle.net/10757/656345.

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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.<br>The service sector, specifically the automotive sector, has witnessed significant growth in the economy and is constantly searching for methods to improve its quality indexes with its customers; however, errors in general repairs are ever present in this tertiary activity. This document undertakes a practical study to measure the effectiveness of the Lean Service Quality (LSQ) model, which combines the development of a multi-elemental scale to measure service quality (SERVQUAL) and a conceptual/practical Lean Service model, with the aim of reducing the number of poorly performed technical repairs at a Toyota automobile dealership. The main result of the research was defining a practical guide to replicate the LSQ model. In addition, as the model’s first approach, the study demonstrated that, for the dealership under study, the rate of bad repairs was ultimately reduced by 5.17%.
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Larrat, Alberto Rogerio Figueiredo, and 92 991166350. "Avaliação dos serviços prestados por uma galeria popular de Manaus: o caso da Galeria Espírito Santo." Universidade Federal do Amazonas, 2017. https://tede.ufam.edu.br/handle/tede/6333.

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Submitted by karolyne souza (karolm340@gmail.com) on 2018-04-23T15:03:03Z No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5)<br>Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2018-04-26T12:24:00Z (GMT) No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5)<br>Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2018-04-26T12:26:18Z (GMT) No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5)<br>Made available in DSpace on 2018-04-26T12:26:18Z (GMT). No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5) Previous issue date: 2017-12-19<br>The quality management in services has been becoming one of the most relevant areas of research in Production Engineering. Given this, the services sector has been assuming an important role for the development of the economy, since it is inserted in a highly competitive business environment. This is due to the sharp increase in the sector, taking the leading position in the generation of formal jobs in the country, surpassing the industries, thus generating employment and income. It is believed that it is necessary to seek improvement in all its processes, since in the production of services there is the inseparability of the productive process of the final product. Service management becomes a relevant differential and always requires evaluating the satisfaction of those involved. In this way, satisfaction can be regular, but quality is particularized as a long-term parameter, since it needs tools that allow measurement and monitoring constantly. The present study dealt with the evaluation of the services provided by a popular gallery in Manaus and had as a problem to analyze the impacts generated by the process of transfer of street vendors from the streets to the Espirito Santo gallery. In this context, we tried to answer the following question: How to evaluate and measure the quality of services perceived by the permission holders allowing their continuous improvement? In view of the foregoing, this dissertation had as general objective to analyze how the licensees evaluate the quality of the services, based on the Likert scale, to measure the perceived quality, that helps to its continuous improvement. In order to do so, the following specific objectives were established: to demonstrate the dimensions of quality, to analyze the socioeconomic impacts generated by the licensees installed in the Espírito Santo Gallery, to map the obstacles that hamper the quality of the gallery services and to evaluate the results found in the study of cases, proposing actions for improvements based on the gap identified by the SERVQUAL model. The methodology used to carry out the case study consisted of field research in which the application of structured questionnaires composed of 18 questions for the 200 gallery licensees applied in the months of February and March of 2015 were also carried out. Documentary analyzes provided by the research organization. The results of this field survey provided an overview of the quality of the services and the obstacles that hamper the provision of the services offered<br>A gestão da qualidade em serviços vem se tornando a cada dia uma das áreas mais relevantes nas pesquisas em Engenharia de Produção. Diante disso, o setor de serviços vem assumindo importante papel para o desenvolvimento da economia, uma vez que está inserido em um ambiente de negócios altamente competitivo. Isto se deve ao nítido aumento do setor, passando a ocupar a principal posição na geração de empregos formais no país, superando as indústrias, gerando assim, ocupação e renda. Acredita-se que seja necessário buscar a melhoria em todos os seus processos, uma vez que na produção de serviços há a inseparabilidade do processo produtivo do produto final. A gestão de serviços passa a ser um relevante diferencial e requer sempre avaliar a satisfação dos envolvidos. Dessa forma, a satisfação pode ser regular, mas a qualidade se particulariza como um parâmetro de longo prazo, uma vez que, ela necessita de ferramentas que possibilitem mensurar e acompanhar constantemente. O presente estudo abordou o tema avaliação dos serviços prestados por uma galeria popular de Manaus e teve como problemática analisar os impactos gerados pelo processo de transferência dos camelôs das ruas para a galeria Espírito Santo. Nesse contexto, buscou-se responder a seguinte questão: Como avaliar e medir a qualidade dos serviços percebido pelos permissionários permitindo a sua melhoria contínua? Frente ao exposto, esta dissertação teve por objetivo geral analisar como os permissionários avaliam a qualidade dos serviços, baseado na escala Likert, para mensurar a qualidade percebida, que auxilie a sua melhoria contínua. Para tanto, estabeleceu-se como objetivos específicos: demonstrar as dimensões da qualidade, analisar os impactos socioeconômicos gerados para os permissionários instalados na galeria Espírito Santo, mapear os obstáculos que prejudicam a qualidade na prestação de serviços da galeria e avaliar os resultados encontrados no estudo de caso, propondo ações de melhorias com base na lacuna identificada pelo modelo SERVQUAL. A metodologia utilizada para a realização do estudo de caso consistiu em pesquisa de campo em que foi realizada a aplicação de questionários estruturados compostos de 18 perguntas destinadas à 200 permissionários da galeria, aplicados nos meses de fevereiro e março de 2015. Também foram realizadas análises documentais fornecidas pela organização pesquisada. Os resultados desta pesquisa de campo proporcionaram um panorama da qualidade dos serviços e os obstáculos que prejudicam a prestação dos serviços ofertados.
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Monteiro, Maria Carolina da Costa. "Modelo de avaliação da efetividade do Programa de Estágio do IFAM Campus Manaus-Centro." Universidade Federal do Amazonas, 2013. http://tede.ufam.edu.br/handle/tede/3560.

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Made available in DSpace on 2015-04-22T22:10:58Z (GMT). No. of bitstreams: 1 maria carolina.pdf: 2205078 bytes, checksum: b63dfc5feeca9cf0601655b2b853a4df (MD5) Previous issue date: 2013-08-05<br>The internship aims at the improvement of the student through practical activities, where one can apply the lessons learned in school. In this sense, it is up to the IFAM Internship Program/Center providing quality services to the entire community, fulfilling their goals effectively. However, we observed the absence of a system for evaluating the effectiveness of such program. The the main objective of this research was to develop a model for evaluating the effectiveness of the IFAM Internship Program/Center from the perspective of the student in order to improve the services provided by the program. To collect data a questionnaire was designed with closed and open questions, based on the SERVQUAL model developed by Parasuraman et al, (1985). The research sample consisted of 99 students of technical in-person courses, full time courses as well as PROEJA (Adult courses). The study showed that all dimensions of service quality of the IFAM Internship Program/Center have shown negative gap, thus revealing the need for re-planning actions by the managers of the program, including: interventions of teachers, in order to clarify the main questions of the students about the internship; planning meetings with new trainees, providing practical situations in the IFAM laboratories where the student can learn and experience the challenges of laboring world. In this sense, it is recommended studies be made to hear the opinion of the companies which use the services of IFAM Internship Program / Center for admitting such students.<br>O estágio tem como finalidade o aprimoramento do aluno através de atividades práticas, em que possa aplicar os ensinamentos adquiridos na escola. Nesse sentido, cabe ao Programa de Estágio do IFAM/Centro prestar serviços com qualidade a toda comunidade, cumprindo seus objetivos de maneira efetiva. Entretanto, foi observada a ausência de um sistema de avaliação da efetividade do referido programa, sendo que o objetivo principal da pesquisa foi desenvolver um modelo de avaliação da efetividade do Programa de Estágio do IFAM/Centro a partir da visão do aluno, a fim de aperfeiçoar os serviços prestados pelo programa. Para a coleta de dados foi elaborado um questionário com questões fechadas e abertas, baseado no modelo Servqual desenvolvido por Parasuraman et al, (1985). A amostra da pesquisa foi constituída por 99 alunos dos cursos técnicos presenciais das modalidades de ensino subsequente, integrado e proeja. O estudo mostrou que todas as dimensões da qualidade dos serviços do Programa de Estágio do IFAM/Centro apresentam gap negativo, revelando assim a necessidade de um replanejamento das ações por parte dos gestores do programa, dentre elas: intervenções de professores, com o intuito de esclarecer as principais dúvidas dos alunos sobre as atividades de estágio; planejamento de reuniões com os novos estagiários; proporcionar situações práticas nos laboratórios do IFAM, onde o aluno possa conhecer e vivenciar os desafios do mundo do trabalho. Neste sentido, recomenda-se que estudos sejam feitos para ouvir a opinião das empresas, as quais utilizam os serviços do Programa de Estágio do IFAM/Centro para admitir tais alunos.
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Mabaka, Perez Danny. "Employee perceptions on service quality at a selected outsourcing company in Cape Town." Thesis, Cape Peninsula University of Technology, 2019. http://hdl.handle.net/20.500.11838/3014.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2019<br>Over the last decade, business process outsourcing (BPO) has become increasingly important in the South African context. For economic and strategic reasons, organisations have embraced an outsourcing strategy as one of their core activities in order to be competitive in the business arena. On this matter, the standard of services delivered by BPOs is crucial to achieve customer satisfaction. However, the lack of effective quality management practices, which impact on service delivery negatively, ultimately paves the way for customer dissatisfaction with service quality in BPOs. This issue needs to be considered carefully by BPOs. Thus, this study has investigated employee perceptions in relation to the key measurements for service quality, namely reliability, responsiveness, assurance, empathy and tangibles through the SERVQUAL model to measure the quality of service delivery at a BPO in Cape Town, South Africa. A quantitative research method was applied and data were collected through a semi-structured survey questionnaire from the group of employees (n=188) at the selected BPO in Cape Town. The statistical software program SPSS Version 25 and Microsoft Excel were used for data analysis. Descriptive statistical results were generated as well as the validity and reliability of the dataset determined. The research findings revealed that the key factors to which particular attention needs to be given are reliability, responsiveness, assurance and empathy. It is revealed that it is imperative for the BPO to intensify continual training and skills development for their employees. Given the findings of these key factors as focus areas for good practice, this study has drawn special attention to the selected BPO and other BPOs in the South African context to advance their service quality to maintain their services up to standard and to remain competitive. The research could benefit BPOs in South Africa and Africa in general as more and more companies are outsourcing their services on the continent.
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Books on the topic "Servqual model"

1

Amist, Aparajita D. SERVQUAL Model and Customer satisfaction of services-Indian Telecom. LAP LAMBERT Academic Publishing, 2017.

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Blomeley, C. M. L. The application of the servqual model to state secondary schoolsixth form pupils. UMIST, 1993.

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Najib, Moh Farid. Pengintegrasian model servqual dan model kano ke dalam QFD untuk layanan logistik: Studi untuk mendukung implementasi cetak biru penataan dan pengembangan sektor logistik Indonesia : laporan akhir hibah bersaing. Jurusan Administrasi Niaga, Politeknik Negeri Bandung, 2011.

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Becser, Norbert. A SERVQUAL (szolgáltatás-minőség) modell alkalmazhatóságának elemzése sokváltozós adatelemzési módszerekkel. Budapesti Corvinus Egyetem, Vállalatgazdaságtan Intézet, 2005.

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Book chapters on the topic "Servqual model"

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Sui Pheng, Low, and Zhu Rui. "SERVQUAL, the Kano Model and QFD." In Service Quality for Facilities Management in Hospitals. Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-10-0956-3_3.

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Shi, Zhengyu, and Huifang Shang. "A Review on Quality of Service and SERVQUAL Model." In HCI in Business, Government and Organizations. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-50341-3_15.

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de la Cruz del Río Rama, María, José Álvarez García, Carlos Rueda-Armengot, and José Luís Coca Pérez. "An Application of SERVQUAL Model in Termas of Chaves." In Action-Based Quality Management. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-06453-6_3.

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Zhu, Lin. "Service Quality Evaluation of Office Property Management Based on SERVQUAL Model." In 2021 International Conference on Applications and Techniques in Cyber Intelligence. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-79200-8_6.

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Chou, Chin-Mei, Cindy Sutanto, and Shu-Kai Wu. "Improving Service Quality by Prioritizing Service Attributes Using SERVQUAL and Kano Model." In Human Interface and the Management of Information. Information and Knowledge Design. Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-20612-7_49.

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Cui, Youxiang, Haibo Tang, and Zhongwei Gu. "The Evaluation Framework for Wearable Devices Service Quality Based on SERVQUAL Model." In Lecture Notes in Computer Science. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-77025-9_2.

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Yang, Mengke, and Jianqiu Zeng. "The Assessment System for OA&M Service Quality Based on SERVQUAL Model." In LISS 2014. Springer Berlin Heidelberg, 2015. http://dx.doi.org/10.1007/978-3-662-43871-8_211.

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Tudevdagva, Uranchimeg, Bolorsaikhan Omboosuren, and Wolfram Hardt. "Data Processing Based on the Structure Oriented Evaluation Online Tool from SERVQUAL Model." In Communications in Computer and Information Science. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-87034-8_32.

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Mapunda, M. A. "Customers’ Satisfaction on Bus Rapid Transit Services in Tanzania: The Servqual Model Perspective." In Sustainable Education and Development. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-68836-3_18.

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Barroso, Carmen, Gabriel Cepeda Carrión, and José L. Roldán. "Applying Maximum Likelihood and PLS on Different Sample Sizes: Studies on SERVQUAL Model and Employee Behavior Model." In Handbook of Partial Least Squares. Springer Berlin Heidelberg, 2009. http://dx.doi.org/10.1007/978-3-540-32827-8_20.

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Conference papers on the topic "Servqual model"

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Zhang, Jing, and Xiao-Ping Liu. "Evaluation of Integrated Logistics Service Based on SERVQUAL Model." In 2017 International Conference on Computer Systems, Electronics and Control (ICCSEC). IEEE, 2017. http://dx.doi.org/10.1109/iccsec.2017.8447051.

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Siadat, Seyed Hossein, Veronica Clement Buyut, and Harihodin Selamat. "Measuring service quality in E-retailing using SERVQUAL model." In 2008 International Symposium on Information Technology. IEEE, 2008. http://dx.doi.org/10.1109/itsim.2008.4632026.

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Živković, Nedeljko, Maja Glogovac, and Bojan Kovačević. "Determining the quality of municipal services using SERVQUAL model." In Proceedings of the 5th IPMA SENET Project Management Conference (SENET 2019). Atlantis Press, 2019. http://dx.doi.org/10.2991/senet-19.2019.4.

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Chen, Jianping, Haoyue Du, Lili Zhang, Junbo Gao, and Wendong Yang. "Evaluation of Airline Service Quality Based on Improved SERVQUAL Model." In CIUP2022: 2022 International Conference on Computational Infrastructure and Urban Planning. ACM, 2022. http://dx.doi.org/10.1145/3546632.3546880.

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Cardona, Juan P., Cesar Velazquez, Guillermo Dominguez, Jaime Munoz, and Angel Munoz. "Learning Objects Evaluation, Application of a Oriented Service Model (ServQual)." In 2018 XIII Latin American Conference on Learning Technologies (LACLO). IEEE, 2018. http://dx.doi.org/10.1109/laclo.2018.00009.

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Abdulla, Farzanna Yashera, and Jabil Mapjabil. "REVIEW OF THEORIES AND MODEL OF RESEARCH ON LIMINALITY IN TOURISM." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.048.

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Liminality is important in the tourism field to measure the tourist experience from their satisfaction, whether the actual reality experienced meets their expectations. Conceptual research method using secondary data are used in this study. This paper reviews some selected theories and models to comprehend more on the concept of liminality with tourism. For that, the theories and models that would be examined are Five Phases Tourism Model (1966), SERVQUAL Model (1988), Liminality Tourism Structure Model (2019) and Classical and Post-modern Liminality Comparative Theory (2016). The Five Phases Tourism Model is a model used to describe the experience in various phases: expectation, away trip, tourist destination, return trip, and memories, while a SERVQUAL Model is used to measure the quality of service. The Liminality Tourism Structure Model describes the tourist experience from various elements such as physical, social, and emotional. Finally, the Classical and Post-modern Liminality Comparative Theory compares the classical liminal experience of society in ancient times and the liminal experience of post-modern society. The literature review results show that the theories and models aid in explaining tourist experience using five phases and was influenced by several aspects. Thus, the combination of all these existing models related to liminality will help to understand tourists more deeply and measure the level of tourist satisfaction that are seen from their experience, expectation, and the actual reality being experienced by them.
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Kusonwattana, Poonyawat, and Jirapan Liangrokapart. "Efficiency Enhancement in Rail Freight Service in Thailand Using Servqual Model." In 2020 IEEE 7th International Conference on Industrial Engineering and Applications (ICIEA). IEEE, 2020. http://dx.doi.org/10.1109/iciea49774.2020.9102020.

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Almigheerbi, Tareq Salahi, David Ramsey, and Anna Lamek. "Using the SERVQUAL model to assess service quality and students' satisfaction." In the 3rd International Conference. ACM Press, 2019. http://dx.doi.org/10.1145/3361785.3361801.

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Xin, Shuoying, Jiancheng Weng, Zhe Liu, and Yuxing Sun. "Evaluation Method of Ground Bus Service Quality Based on SERVQUAL Model." In 20th COTA International Conference of Transportation Professionals. American Society of Civil Engineers, 2020. http://dx.doi.org/10.1061/9780784483053.287.

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Al-Zadjali, Mohamed, Himyar Al-Jabri, and Taiseera Al-Balushi. "Assessing customer satisfaction of m-banking in Oman using SERVQUAL model." In 2015 6th IEEE International Conference on Software Engineering and Service Science (ICSESS). IEEE, 2015. http://dx.doi.org/10.1109/icsess.2015.7339031.

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