Relevant bibliographies by topics / SERVQUAL Service Quality Tangibles Responsiveness Reliability Assurance Empathy

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Academic literature on the topic 'SERVQUAL Service Quality Tangibles Responsiveness Reliability Assurance Empathy'

Author: Grafiati
Published: 3 June 2025
Last updated: 1 August 2025

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Journal articles on the topic "SERVQUAL Service Quality Tangibles Responsiveness Reliability Assurance Empathy"

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Djusar, Syahtriatna, Muhamad Sadar, and Elvira Asril. "Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 11, no. 2 (2020): 278–90. http://dx.doi.org/10.31849/digitalzone.v11i2.5331.

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Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesu
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Portana, Joepet G. "Service Quality Analysis of Technical Education and Skills Development Authority (TESDA) Training Centers in Nueva Ecija Province." International Journal of Advanced Engineering, Management and Science 10, no. 7 (2024): 39–44. https://doi.org/10.22161/ijaems.107.8.

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Using the SERVQUAL model, this study analyzed the service quality provided by TESDA Training Centers in Nueva Ecija, Philippines. The research aimed to define service quality through five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study revealed that there is a strong positive perception among respondents regarding various service dimensions of the SERVQUAL model. Participants expressed high satisfaction with the tangible services, reliability, responsiveness, professionalism, and empathy demonstrated by the staff of the training centers. Overall, the findi
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Dian, Indriana Hapsari. "Services Quality management for Outpatient Satisfaction in Indonesia." International Journal of Business Management and Technology 5, no. 6 (2023): 75–81. https://doi.org/10.5281/zenodo.7673860.

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This study was aimed to examine whether reliability, responsiveness, assurance, empathy, and physical evidence in providing services took effect on outpatient satisfaction in private hospitals in Surakarta, Indonesia. This research instrument was in the form of a SERVQUAL instrument in the form of a questionnaire based on five quality dimensions. The SERVQUAL measuring instrument was adopted from Parasuraman which was later modified according to the nature of services available in private hospitals in Surakarta, which consists of five dimensions, namely responsiveness, tangibles, reliability,
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Yandi Tjendana and Diah Pranitasari. "Determinants Of Servqual Dimensions On Customer Satisfaction And Loyalty In Maritime Transportation And Logistics Services." Jurnal Ecoment Global 9, no. 3 (2024): 227–40. https://doi.org/10.36982/jeg.v9i3.5179.

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Objective: This study aims to examine the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in relation to service quality and customer loyalty. Design/Methods/Approach: This study employs a quantitative research approach. The population consists of all customers of PT. Bintang Samudera Mandiri Line's maritime transportation and logistics services, totaling 110 companies. The sampling technique used is random sampling, with a sample size of 86 respondents. Data was collected through questionnaires distributed via Google Forms. The data analysis method utilize
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Balinado, Justine Roy, Yogi Tri Prasetyo, Michael Nayat Young, Satria Fadil Persada, Bobby Ardiansyah Miraja, and Anak Agung Ngurah Perwira Redi. "The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service." Journal of Open Innovation: Technology, Market, and Complexity 7, no. 2 (2021): 116. http://dx.doi.org/10.3390/joitmc7020116.

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Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have
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Romano, P. Cammayo. "Demographic insights in service quality and citizen's charter implementation." World Journal of Advanced Research and Reviews 24, no. 3 (2024): 1523–28. https://doi.org/10.5281/zenodo.15193965.

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This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistic
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Mboya, Evetha, Jani DEV, and Theresia Dominic. "The Influence of Services Quality Dimensions on Customer Satisfaction in the Court of Appeal of Tanzania." ORSEA JOURNAL 14, no. 2 (2025): 71–88. https://doi.org/10.56279/orseaj.14.2.6960.

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This study examines the influence of service quality dimensions on customer satisfaction within the Court of Appeal of Tanzania. Employing the SERVQUAL model, the research assessed the influence of tangibles, reliability, responsiveness, assurance and empathy, on customer satisfaction. Partial Least Squares Structural Equation Modeling (PLS-SEM), was utilized to analyze data gathered from 265 court advocates. The findings reveal that tangibles, reliability, assurance and empathy significantly predict customer satisfaction but responsiveness does not. Additionally, the study identifies opportun
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Tuan, Nguyen Anh, and Nguyen Thi Vien Ly. "Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.649.

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This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The r
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Mahmudi, A. Aviv. "INTEGRASI SERVQUAL DAN AHP UNTUK EVALUASI KUALITAS LAYANAN DEKRANASDA." SAINTEKBU 13, no. 01 (2021): 8–18. http://dx.doi.org/10.32764/saintekbu.v13i01.1098.

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Achieving superior service quality is the main concern of all service providers, so that service providers are urged to provide high quality customer-oriented services. The purpose of this study was to analyze the quality of customer service at Dekranasda Rembang, using the Servqual and Analitycal Hierarchy Process (AHP) methods. Servqual is used to see customer perceptions and expectations on the five dimensions of servqual including Physical Evidence (Tangibles), guarantee (Reliability), Responsiveness (Responsiveness), Assurance (Assurance) and Empathy (Emphaty). While AHP is used to weight
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Romano P. Cammayo. "Demographic insights in service quality and citizen’s charter implementation." World Journal of Advanced Research and Reviews 24, no. 3 (2024): 1523–28. https://doi.org/10.30574/wjarr.2024.24.3.3849.

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This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistical ana
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Book chapters on the topic "SERVQUAL Service Quality Tangibles Responsiveness Reliability Assurance Empathy"

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Sorathiya, Dineshkumar Odhavajibhai, and Dr Kinjal Patel. "MEASURING SERVICE QUALITY ON EDUCATIONAL SERVICES: SERVQUAL MODEL FRAMEWORK." In Futuristic Trends in Management Volume 3 Book 9. Iterative International Publisher, Selfypage Developers Pvt Ltd, 2024. http://dx.doi.org/10.58532/v3bhma9p1ch4.

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By examining students' expectations and perceptions of the services offered, service quality measurement is one of the key measuring techniques or instruments used by educational institutions to comprehend students' needs and experiences. In order to identify the service variables in the educational sector, this study assesses the service quality of a university in Surat, Gujarat, India. At the educational institution, five specific dimensions—tangibles, reliability, responsiveness, assurance, and empathy—were looked at. A well-structured questionnaire was created, and SERVQUAL dimensions scal
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Zubović, Vedran. "Adventure Tourism Experience – A Systematic Literature Review." In International Thematic Monograph: Modern Management Tools and Economy of Tourism Sector in Present Era. Association of Economists and Managers of the Balkans; Faculty of Tourism and Hospitality, Ohrid, North Macedonia, 2024. http://dx.doi.org/10.31410/tmt.2023-2024.211.

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The adventure tourism experience is a growing area of scholars’ research. This conceptual article thoroughly examines the fundamental con­cepts involved in the definition of Adventure Tourism, highlighting SERVQUAL dimensions (reliability, assurance, tangibles, empathy, and responsiveness) which can be applied to measure service quality in the adventure tourism ex­perience. Publications from the Scopus and WoS databases, through the com­bination of complementary approaches of literature review and content anal­ysis, revealed that Quality of Experience, Customer Satisfaction, Likelihood to Reco
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Kastania, Anastasia N., and Stelios Zimeras. "Quality and Reliability Aspects in Telehealth Systems." In Handbook of Research on Distributed Medical Informatics and E-Health. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-002-8.ch030.

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In this chapter the authors investigate telehealth quality and reliability assurance. Various models and standards can be applied to assess software quality and reliability in telehealth platforms and there are also general principles for total quality management which can be adopted. There are also models to assess the quality of the system and the quality of care which are also presented. The approach based on user satisfaction, considers the expectation measurement as information which is not inextricably linked to quality. A different approach is the one based on expectations as well as on
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Jaafar Desmal, Abdulla, and Zainab Merza Madan. "Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices." In Industrial Engineering and Management. IntechOpen, 2024. http://dx.doi.org/10.5772/intechopen.113993.

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This chapter presents a comprehensive framework for measuring and managing service quality of mobile smart devices across seven key dimensions: interactions, usability, efficiency, information quality, availability, security, and reliability. Grounded in established models like SERVQUAL and E-S-QUAL, the framework identifies specific metrics based on user perceptions for evaluating expertise, accuracy, responsiveness, and customization. The SERVQUAL model outlines five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. E-S-QUAL adapts these to the digit
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Sandhyaduhita, Puspa Indahati, Haya Rizqi Fajrina, Ave Adriana Pinem, Achmad Nizar Hidayanto, Putu Wuri Handayani, and Kasiyah M. Junus. "Hospital Service Quality from Patients Perspective." In Hospital Management and Emergency Medicine. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-2451-0.ch027.

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This study aims to identify and analyse strategic service quality as perception-minus-expectation from patient perspective using SERVQUAL-based Handayani et al.'s framework. The result from 297 respondents shows that the criteria gaps are given as follows in descending order from the biggest gap: (1) responsiveness, (2) assurance, (3) professionalism, (4) reliability, (5) empathy and (6) tangible. Apparently, the gap for each criterion transpires to be significantly different which straightforwardly indicates the quality of the service delivered by hospitals for each criterion is still below r
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Lee, Sang-Gun, Sangjin Yoo, and Zoonky Lee. "Media Selection and End-User Satisfaction." In Computing Information Technology. IGI Global, 2003. http://dx.doi.org/10.4018/978-1-93177-752-0.ch008.

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In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL: reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that the use of conventional media (face-to-face and telephone) is related to help desk satisfaction, through reliability and empathy and electronic media (e-mail and Internet), users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) sho
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Jones, Kiku. "Consumer-to-Consumer Electronic Commerce." In Selected Readings on Electronic Commerce Technologies. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-096-7.ch029.

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Consumer-to-consumer (C2C) e-commerce is a growing area of e-commerce. However, according to a meta-analysis of critical themes of e-commerce, C2C e-commerce was only represented in the area of online auctions (Wareham, Zheng, & Straub, 2005). C2C e-commerce can encompass much more than just auctions. The question then becomes, “is C2C e-commerce a different research area that deserves its own stream of research?” This study adapts constructs from a business-to-consumer (B2C) e-commerce study of satisfaction (Devaraj, Fan, & Kohli, 2002) to determine what, if any, the differences are i
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Chen, Xiaoshi, See Nie Lee, Jixu Zhu, and Xiaoyu Wang. "The Impact of Service Quality on Brand Loyalty in Private Undergraduate Universities in Guangdong, China." In Advances in Transdisciplinary Engineering. IOS Press, 2025. https://doi.org/10.3233/atde250174.

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The purpose of this study is to investigate the impact of service quality dimensions on brand loyalty in private undergraduate universities in Guangdong, China. The study used an online questionnaire survey method and selected students in their second year and above of private undergraduate universities in Guangdong, China, through simple random sampling as the study population. 378 valid questionnaires out of the 439 that were distributed were gathered. The data was analyzed using SPSS 24.0 software, and the results showed that among the five dimensions of service quality, tangibles, reliabil
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Hudson, Dr Simon, and Louise Hudson. "Developing a Service Culture." In Winter Sport Tourism. Goodfellow Publishers, 2015. http://dx.doi.org/10.23912/978-1-910158-39-5-2737.

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Service quality has been increasingly identified as a key factor in differentiating service products and building a competitive advantage in tourism. The process by which customers evaluate a purchase, thereby determining satisfaction and likelihood of repurchase, is important to all marketers, but especially to services marketers because, unlike their manufacturing counterparts, they have fewer objective measures of quality by which to judge their production. Service quality can be defined as customers’ perceptions of the service component of a product, and these perceptions are said to be ba
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Conference papers on the topic "SERVQUAL Service Quality Tangibles Responsiveness Reliability Assurance Empathy"

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Jayathilake, M. N., S. S. S. Fernando, P. G. D. Madushanka, and A. H. S. Sharic. "Analysis of Service Quality Expectation of Passengers: Case Study of Colombo Fort Railway Station." In 3rd SLIIT International Conference on Engineering and Technology. SLIIT, 2024. http://dx.doi.org/10.54389/xdlh7829.

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This study investigates passenger perceptions of service quality at Colombo Fort Railway Station using the SERVQUAL model, focusing on five key dimensions: tangibility, reliability, responsiveness, assurance, and empathy. By examining demographic characteristics such as gender, age, income, frequency of use, trip purpose, and time of travel, this research aims to identify significant differences in service quality expectations among diverse passenger groups. Data were collected from 300 passengers through a structured survey and analyzed using t-tests and ANOVA. The findings highlight critical
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Sembiring, Dian Agnesa, Atik Nurwahyuni, and Wahyu Sulistiadi. "Analysis Study of The Comparative Quality of Patient Services Before and After Covid-19 Pandemic in Installation of Siloam Hospital TB Simatupang Installation." In The 7th International Conference on Public Health 2020. Masters Program in Public Health, Universitas Sebelas Maret, 2020. http://dx.doi.org/10.26911/the7thicph.04.23.

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ABSTRACT Background: In the COVID-19 (Coronavirus Disease 2019) pandemic crisis that has hit Indonesia since early March 2020, urgent action is needed to overcome the situation while maintaining and improving relationships with customers so that they are still satisfied with the quality of services in hospitals, especially inpatient services. Since the COVID-19 pandemic, there has been a significant decrease in the number of inpatient visits at Siloam Hospitals TB Simatupang. This study aimed to analyze the comparison of the level of quality of patient service before and after the COVID-19 pan
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