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Jain, Sanjay K., and Garima Gupta. "Measuring Service Quality: Servqual vs. Servperf Scales." Vikalpa: The Journal for Decision Makers 29, no. 2 (2004): 25–38. http://dx.doi.org/10.1177/0256090920040203.
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Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Various definitions of the term ‘service quality’ have been proposed in the past and, based on different definitions, different scales for measuring service quality have been put forward. SERVQUAL and SERVPERF constitute two major service quality measurement scales. The consensus, however, continues to elude till date as to which one is superior. An ideal service quality scale is one that is not only psychometrically sound but is also diagnostically robust enough to provide insights to the managers for corrective actions in the event of quality shortfalls. Empirical studies evaluating validity, reliability, and methodological soundness of service quality scales clearly point to the superiority of the SERVPERF scale. The diagnostic ability of the scales, however, has not been explicitly explicated and empirically verified in the past. The present study aims at filling this void in service quality literature. It assesses the diagnostic power of the two service quality scales. Validity and methodological soundness of these scales have also been probed in the Indian context — an aspect which has so far remained neglected due to preoccupation of the past studies with service industries in the developed world. Using data collected through a survey of consumers of fast food restaurants in Delhi, the study finds the SERVPERF scale to be providing a more convergent and discriminant-valid explanation of service quality construct. However, the scale is found deficient in its diagnostic power. It is the SERVQUAL scale which outperforms the SERVPERF scale by virtue of possessing higher diagnostic power to pinpoint areas for managerial interventions in the event of service quality shortfalls. The major managerial implications of the study are: Because of its psychometric soundness and greater instrument parsimoniousness, one should employ the SERVPERF scale for assessing overall service quality of a firm. The SERVPERF scale should also be the preferred research instrument when one is interested in undertaking service quality comparisons across service industries. On the other hand, when the research objective is to identify areas relating to service quality shortfalls for possible intervention by the managers, the SERVQUAL scale needs to be preferred because of its superior diagnostic power. However, one serious problem with the SERVQUAL scale is that it entails gigantic data collection task. Employing a lengthy questionnaire, one is required to collect data about consumers' expectations as well as perceptions of a firm's performance on each of the 22 service quality scale attributes. Addition of importance weights can further add to the diagnostic power of the SERVQUAL scale, but the choice needs to be weighed against the additional task of data collection. Collecting data on importance scores relating to each of the 22 service attributes is indeed a major deterrent. However, alternative, less tedious approaches, discussed towards the end of the paper, can be employed by the researchers to obviate the data collection task.
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Sydorov, Mykola, Svitlana Salnikova, Yuriy Savelyev, and Oksana Oliinyk. "Modified SERVPERF and Normalized SERVQUAL Models in Estimation of Service Quality in Higher Educational Institutes." Sociological studios, no. 1(16) (June 30, 2020): 29–39. http://dx.doi.org/10.29038/2306-3971-2020-01-29-39.
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The purpose of this paper is to propose and empirically substantiate modification of SERVPERF instrument. We demonstrate difference in practical realization of SERVQUAL (Perceptions-Minus-Expectations) and modified SERVPERF (Performance-Minus-Expectation) based on qualitative and two quantitative methodological studies carried out at the Faculty of Sociology of Taras Shevchenko National University of Kyiv. We used questionnaire adaptation for higher educational institutes (HEI).The sample size of the quantitative studies (10 persons of 2nd year of education, 10 persons of 3nd year of education, 10 persons of 4th year of Bachelor degree program and 5 persons of 2nd year of Master degree program; every 4th student of each year of education) complies with the used statistical test and the sample size requirements for focus groups. To compare the instruments we used nonparametric Wilcoxon signed rank test implemented in the statistical programming package R. Our finding is that modified SERVPERF is more convenient for students, smaller and more useful for online surveys. So, the difference in mean values of answer’s levels is more significant between modified SERVPERF and normalized SERVQUAL than between modified SERVPERF and perceptions in SERVQUAL.
 Although the research has limitation – it is reconnaissance one and made as a one of steps for adaptation and validation of models for service quality measuring in Ukrainian HEI based on survey of Taras Shevchenko National University of Kyiv students, however, the results of this methodological study allow other researchers to conduct representative studies using an adapted questionnaire of SERVQUAL at their universities. This result is important for service quality estimation which is needed for universities to monitor and improve the quality of their services and elaborate marketing strategy now.
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Carrillat, François A., Fernando Jaramillo, and Jay P. Mulki. "The validity of the SERVQUAL and SERVPERF scales." International Journal of Service Industry Management 18, no. 5 (2007): 472–90. http://dx.doi.org/10.1108/09564230710826250.
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Shafei, Ingy, Jan Walburg, and Ahmed Taher. "Verifying alternative measures of healthcare service quality." International Journal of Health Care Quality Assurance 32, no. 2 (2019): 516–33. http://dx.doi.org/10.1108/ijhcqa-05-2016-0069.
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PurposeThe purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.Design/methodology/approachThe study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach)α, composite reliability, factor analysis and logistic regression analysis.FindingsFindings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.Originality/valueUsing the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.
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Rodrigues, Lewlyn L. R., Gopalakrishna Barkur, K. V. M. Varambally, and Farahnaz Golrooy Motlagh. "Comparison of SERVQUAL and SERVPERF metrics: an empirical study." TQM Journal 23, no. 6 (2011): 629–43. http://dx.doi.org/10.1108/17542731111175248.
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Perron, Frédérique. "La qualité de service : Une comparaison de l'évaluation des écarts avec les performances appliquée à la zone d'achat." Recherche et Applications en Marketing (French Edition) 13, no. 3 (1998): 3–19. http://dx.doi.org/10.1177/076737019801300302.
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L'objet de cette recherche est de vérifier si, comme l'affirment Cronin et Taylor (1992), mesurer la qualité de service par un score de différence n'ajoute rien à la prédiction empirique de ses composantes. Une première partie présente les deux principales approches de la qualité de service : l'approche par l'évaluation des écarts et l'approche analytique des performances de l'entreprise. Une seconde partie compare, sur les critères de fiabilité et de validité, deux versions adaptées des échelles de Parasuraman, Zeithaml et Berry (1988) et de Cronin et Taylor (1992). Les résultats obtenus confirment que SERVQUAL et SERVPERF évaluent bien le même construit mais ce dernier est appréhendé de façon différente. SERVQUAL est un bon outil de mesure permettant d'obtenir, à un instant donné, le niveau de qualité de service perçue d'un acheteur. Alors que SERVPERF est une formule expliquant comment ce niveau d'attitude a été atteint.
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Rodriguez Alvarez, Hugo, Alberto Martínez, Jonthan Belmar Zepeda, and Angela Madariaga Andrade. "Aplicación del modelo Servperf en una empresa de recauchaje en Chile." REVISTA PERSPECTIVA 20, no. 1 (2019): 26–34. http://dx.doi.org/10.33198/rp.v20i1.00018.
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En este artículo se aplica y profundiza una de las muchas investigaciones teóricas y empíricas sobre la calidad del servicio y su medición en el ámbito laboral. Los hallazgos ponen de manifiesto la falta de confiabilidad en una de las empresas que ejerce su trabajo prestando servicios en el rubro minero, la cual es vital para desarrollar una empresa que perdure en el tiempo. Al respecto, en Chile se han probado diversas metodologías en la medición y evaluación de la calidad de servicios. SERVQUAL es el instrumento utilizado por preferencia en el mundo con estos propósitos; no obstante, los resultados obtenidos de su aplicación no permiten realizar generalizaciones. Esto revela la necesidad de llevar a cabo investigaciones con otros modelos teóricos, como el SERVPERF o el enfoque jerárquico multidimensional, que permitan el desarrollo de escalas de medida válidas y apropiadas para cada contexto. Palabras clave: ServPerf, ServQual, Servicio, Calidad, Recauchaje
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Rodriguez Alvarez, Hugo, Alberto Martínez, and Jonthan Belmar Zepeda. "Aplicación del modelo Servperf en una empresa de recauchaje en Chile." REVISTA PERSPECTIVA 20, no. 1 (2019): 26–34. http://dx.doi.org/10.33198/rpe.v20i1.619.
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En este artículo se aplica y profundiza una de las muchas investigaciones teóricas y empíricas sobre la calidad del servicio y su medición en el ámbito laboral. Los hallazgos ponen de manifiesto la falta de confiabilidad en una de las empresas que ejerce su trabajo prestando servicios en el rubro minero, la cual es vital para desarrollar una empresa que perdure en el tiempo. Al respecto, en Chile se han probado diversas metodologías en la medición y evaluación de la calidad de servicios. SERVQUAL es el instrumento utilizado por preferencia en el mundo con estos propósitos; no obstante, los resultados obtenidos de su aplicación no permiten realizar generalizaciones. Esto revela la necesidad de llevar a cabo investigaciones con otros modelos teóricos, como el SERVPERF o el enfoque jerárquico multidimensional, que permitan el desarrollo de escalas de medida válidas y apropiadas para cada contexto. Palabras clave: ServPerf, ServQual, Servicio, Calidad, Recauchaje
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Souto, Christiane De Melo Rêgo, and Jorge Da Silva Correia-Neto. "Qualidade de Serviços: Uma análise comparativa entre SERVQUAL e SERVPERF." JPM - Journal of Perspectives in Management 1, no. 1 (2017): 63. http://dx.doi.org/10.51359/2594-8040.2017.231693.
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Desde os anos 1980 discute-se como mensurar a qualidade dos serviços prestados, especialmente por que cada vez mais tem-se algum tipo de serviço associado aos produtos comercializados. Entretanto, a escala proposta por Parasuraman, Zeithaml e Berry, nomeada SERVQUAL, não é uma unanimidade até hoje. Além das críticas quanto a diversos aspectos, inclusive estatísticos, a escala SERVPERF obtém resultados iguais ou melhores do que sua antecessora, mas mesmo assim também não é uma unanimidade. Em síntese, a SERVQUAL apresenta 22 variáveis dispostas nas seguintes dimensões: tangíveis, confiabilidade, receptividade, segurança e empatia. A SERVPERF utiliza as mesmas variáveis e dimensões, contudo, ao invés de analisar o gap existente entre as expectativas e a performance do serviço executado, capta a percepção do cliente apenas após o consumo do serviço. O presente ensaio, a partir da literatura da área de marketing de serviços, buscou apontar as vantagens e desvantagens de cada uma dessas escalas e assim propor à comunidade científica um novo debate, mais fundamentado, sobre as referidas escalas. O estudo demonstrou o crescimento do interesse no tema e como contribuição apontou as principais vantagens e desvantagens de cada uma dessas escalas.
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Paul, David P. "An Exploratory Examination of “SERVQUAL” Versus “SERVPERF” for Prosthetic Dental Specialists." Clinical Research and Regulatory Affairs 20, no. 1 (2003): 89–100. http://dx.doi.org/10.1081/crp-120018745.
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Vasconcelos de Faria, Luiz Felipe, André Luís Policani Freitas, and Manuel Antonio Molina-Palma. "Service quality under the perspective of SERVQUAL and SERVPERF methods: a bibliometric study." Revista Gestão da Produção Operações e Sistemas 10, no. 3 (2015): 53–68. http://dx.doi.org/10.15675/gepros.v10i3.1294.
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Salomi, Gilberto Gabriel Eid, Paulo Augusto Cauchick Miguel, and Alvaro José Abackerli. "SERVQUAL x SERVPERF: comparação entre instrumentos para avaliação da qualidade de serviços internos." Gestão & Produção 12, no. 2 (2005): 279–93. http://dx.doi.org/10.1590/s0104-530x2005000200011.
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Nos últimos anos, diversos trabalhos têm considerado a importância da mensuração da qualidade por clientes externos às organizações. No entanto, qualquer organização industrial, não prescinde da avaliação de desempenho dos serviços internos como um meio para a melhoria contínua dos seus processos. Por isso, algumas pesquisas têm sugerido a utilização de instrumentos geralmente utilizados para mensuração da qualidade por clientes externos na avaliação de serviços internos. Nesse sentido, esse trabalho consiste na comparação de dois instrumentos, SERVPERF e SERVQUAL e suas variantes com ponderação, resultando em quatro instrumentos. No trabalho apresenta-se a aplicação destes instrumentos de qualidade de serviços na mensuração da qualidade de serviços internos em uma empresa do ramo industrial mecânico. Considera-se o serviço interno do departamento de manutenção industrial prestado às diversas células de manufatura em uma empresa fabricante de ferramentas industriais, profissionais e instrumentos de medição. Para a coleta dos dados foram aplicados questionários para os usuários dos serviços de manutenção e seus resultados foram analisados estatisticamente. O trabalho aponta que os valores obtidos para os instrumentos estudados são próximos entre si e comparáveis aos resultados da literatura. O artigo conclui também que o uso dos instrumentos SERVPERF e SERVQUAL para medida de qualidade do serviço de manutenção da empresa estudada foi viável, não havendo restrições quanto aos estimadores de confiabilidade e validade.
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Banahene, Stephen, Eric Ahudey, and Abigail Asamoah. "Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities." Journal of Management and Strategy 8, no. 4 (2017): 18. http://dx.doi.org/10.5430/jms.v8n4p18.
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The purpose of this research is to use an adapted SERVQUAL method to measure service quality in Ghanaian Private Universities. The study use graphical technique for data presentation.The methodological approach follows the traditional SERVQUAL method of service quality perception and expectation as well as the difference scores determination. This approach is intended to improve SERVQUAL method analysis to achieve quality decision making based on graphical view of different relationships among the concepts used in the method. The study is on 321 students’ perception and expectations of five different Private Universities in Ghana.The study finds that students’ perception on Private Universities’ performance predict their loyalty better than the expectations. Managerial action can be better taken on service quality variables when the difference scores are used as percentage on perception. However, different service quality measurement methods such as SERVPERF and HEdPERF should be used and compared the results with this modified SERVQUAL method in Ghanaian Private Universities.This research finding has the strength to equip marketing professionals and researchers to increase SERVQUAL method adoption among different academic institutions.The value in this study is found in highlighting the importance of difference scores and the graphical demonstration of relationships among service quality perception and expectation as well as loyalty constructs in Ghanaian Private Universities.
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Kulikov, A. A., and E. E. Smirnova. "Comparative analysis of methods "SERVQUAL" "SERVPERF" "INDSERV" for example, studies of the quality of transport services in rail passenger transport." Quality. Innovation. Education, no. 1 (2020): 8–13. http://dx.doi.org/10.31145/1999-513x-2020-1-08-13.
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Van Schalkwyk, R. Dirkse, and R. J. Steenkamp. "The exploration of service quality and its measurement for private higher education institutions." Southern African Business Review 18, no. 2 (2019): 83–107. http://dx.doi.org/10.25159/1998-8125/5679.
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The strategic importance of service excellence for service industries places the focus on service quality leadership, service quality management systems, service quality dimensions and the measurement of service quality. Many businesses such as private higher education institutions (PHEIs) regard service quality excellence as the single most important and distinct competence for survival and sustainability. The paucity of literature on the topic does not reflect the substantial growth of PHEIs in South Africa, and this paper explores service quality in this context. This exploratory study focuses on service quality (general insights), the need for service quality management and measurement at PHEIs, and the practical value of the SERVQUAL methodologies. The research approach is exploratory in the sense that it involves a literature review and an empirical application of the SERVQUAL instrument at a PHEI. The results (with internal validity) indicate the following three factors: the increasing strategic importance of service quality at PHEIs; good service quality levels at the PHEI studied; and why and how SERVQUAL (and SERVPERF) can benefitt PHEIs.
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ESSAOUDI, MOHAMED, and RAJA LOTFI. "Effect of service quality on student-inspector satisfaction at the training center for educational inspectors in Rabat, Morocco." International Journal of Information Technology and Applied Sciences (IJITAS) 3, no. 2 (2021): 53–62. http://dx.doi.org/10.52502/ijitas.v3i2.23.
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In theory, we all know that if students are satisfied, then training centers do provide a better quality of service. But what about in practice? The purpose of this research is twofold. On the one hand, we aim to assess the quality of training inspectors in Morocco, through perceived quality and student satisfaction. First, we investigate which quality attributes need to be further targeted in the training device (TD) at CFIE. Second, we test for potential causal relationships between perceived service quality and student satisfaction. Our starting assumption is that there is a causal link between "service quality" and "satisfaction." To this end, the SERVPERF tool was adapted and administered to a sample of student inspectors who received training services at the CFIE in Rabat. We support the literature's argument that performance (SERVPERF) is the best predictor of service quality. The results shows that the perceived quality of services provided by CFIE is relatively acceptable. Nevertheless, it shows a strong need for improvement, especially in the dimensions of Tangibility and Empathy. All five dimensions of SERVPERF significantly impact student-inspector satisfaction at CFIE. The SERVPERF scale is a valuable aid in the institutional assessment of the TD, and in the implementation of a culture of continuous improvement within the CFIE. However, when used alone, it can lead to the omission of other factors that explain satisfaction. It would therefore be appropriate to couple it with other instruments such as SERVQUAL, HEDPERF, PAKSERV or HiEdQUAL in order to verify which ones are adapted to the context of education inspection in Morocco.
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Cronin, J. Joseph, and Steven A. Taylor. "SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality." Journal of Marketing 58, no. 1 (1994): 125. http://dx.doi.org/10.2307/1252256.
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Cronin, J. Joseph, and Steven A. Taylor. "Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality." Journal of Marketing 58, no. 1 (1994): 125–31. http://dx.doi.org/10.1177/002224299405800110.
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The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. They demonstrate that the major concerns voiced by these authors are supported neither by a critical review of their discussion nor the emerging literature. Several research issues relative to service quality measurement and strategic decision making also are identified.
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Galeeva, Railya B. "SERVQUAL application and adaptation for educational service quality assessments in Russian higher education." Quality Assurance in Education 24, no. 3 (2016): 329–48. http://dx.doi.org/10.1108/qae-06-2015-0024.
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Purpose The purpose of this study is to demonstrate an adaptation of the SERVQUAL survey method for measuring the quality of higher educational services in a Russian university context. We use a new analysis and a graphical technique for presentation of results. Design/methodology/approach The methodology of this research follows the classic SERVQUAL method in terms of data acquisition but provides a new approach for data analysis and presentation of findings. The technique is intended to improve upon the original method by including an importance-quality analysis grid and extending it with an innovative graphical tool for presenting results to decision-makers that is based on area-based ratios rather than difference scores. Findings The report includes survey results of two waves of research conducted in 2009 and 2014. Each wave consisted of 1,000 respondents from 20 branches of study and 11 higher education institutions, respectively. Research limitations/implications It is argued that the SERVQUAL method can be improved significantly with the proposed technique. However, the validity and reliability of the importance, expectation and perception summary scores need to be further investigated. Also, alternative methods for quality assessment (SERVPERF/HEdPERF) should be tested and compared with the modified SERVQUAL method in Russian and other international education contexts. Practical implications Educational service quality assessments allow the management to acquire an image of the overall quality of an institution, as well as its strengths and weaknesses, thereby improving its strategic positioning to make improvements. It is hoped that the proposed improvement to the SERVQUAL technique will increase adoption of the method among academic institutions. Originality/value The improved SERVQUAL methodology demonstrated in this research replaces the widely criticised “difference scores” with an easily applied graphical display. The methodology also incorporates an importance-quality analysis providing a new perspective on the SERVQUAL data. The current findings provide valuable insights into the perceived quality of the Republic of Tatarstan’s higher education system in Russia, as given by its student customers.
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Park, A Rim and Hun-Koo Ha. "Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF." Journal of International Logistics and Trade 11, no. 2 (2013): 29–45. http://dx.doi.org/10.24006/jilt.2013.11.2.002.
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Park, A. Rim, and Hun-Koo Ha. "Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF." Journal of International Logistics and Trade 11, no. 2 (2013): 29–45. http://dx.doi.org/10.24006/jilt.2013.11.2.29.
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Silva, Danilo Soares, Gustavo Hermínio Salati Marcondes de Moraes, Ieda Kanashiro Makiya, and Francisco Ignácio Giocondo Cesar. "Measurement of perceived service quality in higher education institutions." Quality Assurance in Education 25, no. 4 (2017): 415–39. http://dx.doi.org/10.1108/qae-10-2016-0058.
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Purpose This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide. Design/methodology/approach A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents. Findings The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey. Originality/value The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose.
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Sohail, M. Sadiq, and Mehedi Hasan. "Students’ perceptions of service quality in Saudi universities: the SERVPERF model." Learning and Teaching in Higher Education: Gulf Perspectives 17, no. 1 (2021): 54–66. http://dx.doi.org/10.1108/lthe-08-2020-0016.
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Purpose The purpose of this study is to examine the influence of service quality on student’s satisfaction. Design/methodology/approach Using empirical research, the study identified previously validated scales of service quality and student satisfaction. Using the SERVPERF scale, data were collected from 279 students studying in public and private universities across Saudi Arabia. The model fit of the scale was assessed to ensure that the data produced accurate outcomes. Structural equation modelling was used to test the effects of independent variables on dependent variables. Findings The results suggest that four of the five dimensions of service quality, namely, tangibility, reliability, responsiveness and assurance had a significant effect on students’ satisfaction. Empathy was not found to contribute to student satisfaction. The findings broaden and deepen our understanding of how the dimensions of service quality reinforce students’ satisfaction. Research limitations/implications Future research can also incorporate in the model other variables, academic and non-academic, related to student satisfaction. Practical implications The results have useful implications for decision-makers in higher education institutions who strive to enhance students’ satisfaction and increase the quality of higher education programmes, particularly in Saudi Arabia and the Gulf region in general. Originality/value This study uses the SERVPERF scale, which is empirically superior to the SERVQUAL scale for measuring student satisfaction.
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Landrum, Hollis, Victor R. Prybutok, Xiaoni Zhang, and Daniel A. Peak. "Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions." Informing Science: The International Journal of an Emerging Transdiscipline 12 (2009): 017–35. http://dx.doi.org/10.28945/426.
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Redkina, N. S. "The review of modern methods to evaluate users servicing quality." Bibliosphere, no. 3 (September 30, 2016): 65–74. http://dx.doi.org/10.20913/1815-3186-2016-3-65-73.
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Marketing methods of evaluating services of both readers and library users online are important to improve the quality of library-information servicing. The most commonly used methods to assess the quality of library services are statistical indicators analysis of activities (attendance, the number of resources/services access, etc.); surveillance; user survey; questionnaires; analysis of online services and Internet resources to determine the level of user satisfaction (online questionnaires, «like» estimates and others). In assessing satisfaction/dissatisfaction of users, their servicing quality such marketing tools as SERVQUAL, LibQUAL + {TM}, SERVPERF, «mystery shopper», «Kano methododology» and the concept of «neutral zones» by Ch. Bernard are more relevant. Their applying makes it possible to obtain accurate and complete information on the efficiency of employees’ work, to develop a program of activities and necessary recommendations to improve the quality of library servicing.
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Basantes Avalos, Rene, Alexandre Vinueza Jara, and Jhonny Coronel Sanchez. "Niveles de satisfacción de los usuarios del Hospital Andino Alternativo de Chimborazo / Levels of satisfaction on users in Alternative Andino Hospital of Chimborazo." Ciencia Unemi 9, no. 18 (2016): 90. http://dx.doi.org/10.29076/issn.2528-7737vol9iss18.2016pp90-100p.
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Para ser competitivos en el mundo actual se debe brindar bienes y servicios de calidad, por lo tanto los esfuerzos de las empresas deben enfocarse al cliente, a partir del conocimiento de sus necesidades, brindarles soluciones con valor agregado y un nivel de excelencia que los satisfaga, y de esta manera garantizar su lealtad. El Hospital Andino Alternativo de Chimborazo, Ecuador, institución de reciente creación en el área de la salud, realiza procedimientos para la mejora continua en la entrega de su servicio, pero no conoce con certeza cuál es la opinión de sus clientes acerca de la calidad del servicio recibido. Por ello se realizó una investigación que analizó las percepciones de los clientes, utilizando el Modelo SERVPERF, este debe su nombre a la exclusiva atención que presta a la valoración del desempeño para la medida de la calidad del servicio, si bien se compone de los mismos ítems y dimensiones que el SERVQUAL, la única diferencia es que elimina la parte que hace referencia a las expectativas de los clientes. Analizadas las dimensiones seguridad, empatía, tangibilidad, confiabilidad y capacidad de respuesta, la de mejor comportamiento es la de seguridad, seguida muy de cerca por confiabilidad. AbstractTo be competitive in the present world, it should be offered goods and services of quality, therefore the efforts of enterprises should be focused on the customer, by knowing their needs, providing value-added solutions and a level of excellence that satisfies them, and thus ensure their loyalty. Alternative Andino Hospital of Chimborazo, Ecuador, which is a new institution in the area of health, performs procedures for continuous improvement when providing their service, but it does not know for sure what the opinions of its customers about the quality of the received service are. That is why, a research that analyzes the perceptions of customers, using the SERVPERF model was made, this model owes its name to the exclusive attention paid to performance assessment to measure the quality of service, although it consists of the same items and dimensions as SERVQUAL, the only difference is that it eliminates the part that refers to expectations of customers. Once analyzed the items of security, empathy, tangibility, reliability and responsiveness; the best one is safety, followed closely by reliability.
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Liepa, Evija, Joanna Hernik, Gunta Grīnberga-Zalite, and Anete Matute. "EVALUATION OF PHARMACEUTICAL CARE SERVICES’ QUALITY IN LATVIA: THE CASE STUDY OF “MENESS APTIEKA”." Latgale National Economy Research 1, no. 8 (2016): 52. http://dx.doi.org/10.17770/lner2016vol1.8.1587.
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The availability of quality pharmaceutical care services is an important precondition for the nation’s welfare, therefore their quality maintenance and regular evaluation is one of the main challenges that pharmacies have to deal with. Based on the previous studies of theoretical fundamentals of service quality, the authors have set the research aim to apply SERVPERF and SERVQUAL methods of service quality evaluation for identifying the quality gaps in “Meness aptieka” pharmaceutical services. Retrospective evaluation of service quality can only partly show if quality is at sufficient or insufficient level, therefore authors recommend service providers to use a combined quality evaluation system which includes both identifying of customer expectations and their real experience, afterwards comparing those evaluations to detect gaps in real performance. The research results showed that the quality of the four surveyed “Meness aptieka” pharmacies’ services in Jurmala is at high level and meets customer expectations. There were few minor quality gaps detected, among which most important was customers’ dissatisfaction with new product promotions in pharmacies, which are perceived rather as aggressive sales than holistic care for customer’s health.
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Kim, Jong－Kwang and KeeJoon Seok. "The Effects of Consulting Service Quality upon an Corporate Performance and Clients’ Intention to Change Consultant －SERVQUAL, SERVPERF and KS－SQI Model－." Tax Accounting Research ll, no. 32 (2012): 133–59. http://dx.doi.org/10.35349/tar.2012..32.007.
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Gilmore, Audrey, and Rosalind McMullan. "Scales in services marketing research: a critique and way forward." European Journal of Marketing 43, no. 5/6 (2009): 640–51. http://dx.doi.org/10.1108/03090560910946972.
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PurposeThe purpose of this paper is to discuss the use of measurement scales and to illustrate some of the drawbacks of using scales for measuring service quality without due recognition of the limitations and rigidity of such scales, especially when they are applied to the complexity of service marketing situations and contexts.Design/methodology/approachA review of the most widely used scales in services measurement, including SERVQUAL and SERVPERF is provided, along with some of the conceptual issues surrounding scale design and use in service contexts. Then some qualitative research techniques are considered in terms of their adaptability and flexibility for carrying out research regarding the complex nature of services.FindingsMeasurement scales are evaluated and discussed. The key criticisms of best‐known scales used for services situations are presented. Then consideration is given to what might be a “best practice” scenario for measuring and assessing service‐related issues in a service context.Originality/valueThe discussion draws attention to the importance of recognising the most suitable research method for a service‐specific research problem/question rather than imposing a well known measurement scale or technique that may not suit the purpose.
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Montero-Mora, Judith Guadalupe, and Rosa María Cantón-Croda. "Validación de un instrumento para medir satisfacción de usuarios en instituciones educativas del sector privado: ciudad de Xalapa-Enríquez (México)." Innovaciones Educativas 22, no. 32 (2020): 122–36. http://dx.doi.org/10.22458/ie.v22i32.2727.
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RESUMEN:
 
 La satisfacción del cliente es un tema de gran importancia para toda organización que desee lograr una ventaja competitiva, ya que los clientes satisfechos serán fieles a la empresa. Las instituciones educativas no son ajenas a esta realidad. En el contexto empresarial, existen diferentes instrumentos para medir satisfacción de clientes, algunos de uso mundial, que se han adaptado al contexto educativo, como las escalas SERVQUAL y SERVPERF. Existen instrumentos diseñados específicamente para medir la satisfacción de usuarios de instituciones de educación enfocados sólo en universidades públicas y privadas, donde el entrevistado es el usuario directo (estudiante). El objetivo del trabajo fue desarrollar y validar un instrumento para medir satisfacción de usuarios de instituciones educativas del sector privado, aplicable a usuarios indirectos: padres de familia de estudiantes en niveles básicos, a usuarios directos: estudiantes en bachillerato, nivel superior (licenciatura y posgrado) y a capacitación para el trabajo. El diseño y la validación del instrumento se realizaron aplicando el método Delphi en dos rondas, con la participación de 12 expertos. El instrumento final se aplicó a una muestra piloto de 50 usuarios; con esta muestra se validó utilizando el Alfa de Cronbach y se obtuvo un valor de 0,98. El resultado fue un instrumento con 24 ítems, 22 en una escala diferencial semántico con valores de 1 a 7 y dos preguntas abiertas. Se considera que este instrumento es un recurso apropiado que aporta elementos para la planeación de la estrategia de negocio a quienes toman decisiones en el sector educativo privado.
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Chakrabarti, Somnath, Deepak Trehan, and Mayank Makhija. "Assessment of service quality using text mining – evidence from private sector banks in India." International Journal of Bank Marketing 36, no. 4 (2018): 594–615. http://dx.doi.org/10.1108/ijbm-04-2017-0070.
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Purpose As the retail banking institutions are becoming more customer centric, their focus on service quality is increasing. Established service quality frameworks such as SERVQUAL and SERVPERF have been applied in the banking sector. While these models are widely accepted, they are expensive because of the need for replication across bank branches. The purpose of this paper is to propose a novel, user friendly and cost effective approach by amalgamating the traditional concept of service quality in banks (marketing base) and sentiment analysis literature (information systems base). Design/methodology/approach In this study, the main objective is to analyze user reviews to better understand the correlation between RATER dimension sentiment scores as independent variables and user overall rating (customer satisfaction) grouping in “good” and “bad” as dependent variable through development of authors’ own logistic regression model using lexicon-based sentiment analysis. The model has been developed for three largest private banks in India pertaining to three banking product categories of loans, savings and current accounts and credit cards. Findings The results show that the responsiveness and tangibles dimensions significantly impact the user evaluation rating. Even though the three largest private banks in India are concentrating on the tangibles dimension, not all of them are sufficiently focused on the responsiveness dimension. Additionally, customers looking for loan products are more susceptible to negative perceptions on service quality. Originality/value This study has highlighted two types of scores whereby user provided overall evaluation scores help provide validation to the sentiment scores. The developed model can be used to assess performance of a bank in comparison to its peers and to generate in depth insights on point of parity (POP) and point of difference (POD) fronts.
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Yu, Lihua, and Eung-Soo Oh. "Comparative Study on the Characteristics of Sporting Goods Consumption Behavior of Chinese College Students." Journal of Health, Sports, and Kinesiology 2, no. 1 (2021): 38–39. http://dx.doi.org/10.47544/johsk.2021.2.1.38.
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College students are the main group of sports consumption in the future. Therefore, it is very important to understand the motivation of college students' sporting goods consumption and evaluate the importance and satisfaction of college students' purchase behavior of sporting goods. Currently, there are mainly three evaluation methods based on satisfaction, such as SERVQUAL model (service quality) proposed by Parasuraman A in 1985, the SERVPERF model (service performance) proposed by Cronin and Taylor in 1992, and the IPA (Important Performance Analysis) proposed by Martilla and James (1977). The IPA method used matrix coordinates to identify the important factors considered by consumers and the degree of consumer satisfaction with these factors, forming four quadrants of superiority, maintenance, improvement, and disadvantaged areas, thereby judging the elements that should be concentrated and prioritized for improvement. IPA analysis is widely used in many fields such as in tourism (Duke & Persia, 1996; Deng, 2007; Hudson et al., 2004; Oh, 2001; Wade & Eagles, 2003), in education (Alberty & Mihalik, 1989; Ortinau et al., 1989), in sports services (Kwon & Chung, 2018; Antonio Rial et al., 2008; Erjuan & Bingshu, 2016; Meng, 2018). Therefore, this article used the IPA analysis method to study 386 Chinese college students who participated in the consumption of sporting goods. The data were analyzed by frequency analysis, exploratory factor analysis, reliability analysis and Importance-Performance Analysis using SPSS. The results of this study were as follows. First, the motivation of college students' sports goods consumption is divided into three dimensions such as conspicuousness, practicality, and individuality. Among them, the conspicuous factor is related to student age, grade, monthly allowance, and brand awareness. Second, the pre-consumption importance and post-consumption satisfaction are divided into six dimensions such as environment, function, price, after-sales, design, and brand. Among the important dimensions considered before consumption, female believe that the consumption environment and product functions are more important than male. Compared with non-sports students, sports majors think brand is more important than normal brand. In terms of domestic and foreign brand recognition, LiNing and Nike are considered the most wanted brands. In the post-consumption satisfaction dimension, students are more satisfied with the environment, function, and brand. Third, pre-consumption importance and post-consumption satisfaction are statistically significant difference (p = 0.000). The IPA analysis showed that marketers should continue to maintain their product design advantages and focus on improving the convenience of after-sales service and consumer environmental sanitation conditions to better meet the needs of different college students.
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Torres, Carlos, Daniel Araya, and Nelson Callegari Malta. "Integración de enfoques de calidad para mejorar las prácticas de gestión en un servicio técnico automotriz." Universidad Ciencia y Tecnología 25, no. 108 (2021): 47–56. http://dx.doi.org/10.47460/uct.v25i108.430.
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El objetivo fue diseñar propuestas de mejora para un servicio de mantenimiento y reparación de vehículos que posee la concesión de una marca internacional de automóviles. La metodología consideró principalmente los aportes del modelo chileno de gestión de excelencia, una norma para el tratamiento de los reclamos, una metodología de diagnóstico de gestión, las dimensiones del modelo Servperf y la técnica de análisis de factores. Los principales resultados permitieron conocer el nivel de calidad del servicio, identificación de una dimensión de calidad subyacente, catorce prácticas de gestión y el diseño de un mecanismo de control y seguimiento fundamentado en la teoría del cuadro de mando integral. Las principales conclusiones indican que integrando los aportes de la literatura de gestión de calidad se pueden diseñar propuestas de mejora en los ámbitos estratégico, personal, análisis de datos, métodos y tecnología.
 Palabras Clave: Calidad de servicio, enfoques de calidad, propuestas de mejora, servicio técnico automotriz.
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Vanpariya, Bhavesh, and Parthasarathy Ganguly. "SERVQUAL Versus SERVPERF: An Assessment from Indian Banking Sector." SSRN Electronic Journal, 2011. http://dx.doi.org/10.2139/ssrn.1783471.
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Shantika Martha, Rizky Oktaviani Putri,. "ANALISIS KUALITAS PELAYANAN AKADEMIK DENGAN METODE SERVPERF DAN IPA." Bimaster : Buletin Ilmiah Matematika, Statistika dan Terapannya 8, no. 1 (2019). http://dx.doi.org/10.26418/bbimst.v8i1.30635.
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Service Performance (SERVPERF) merupakan metode pengembangan dari Service Quality (SERVQUAL). SERVPERF menggunakan skala kinerja dan skala kepentingan untuk mengukur kualitas jasa, sedangkan Important Performance Analysis merupakan metode yang memiliki kemampuan untuk mengidentifikasi prioritas yang diperlukan untuk perbaikan. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan akademik FMIPA Untan pada mahasiswa tahun 2017/2018. Data dalam penelitian ini menggunakan data primer yang diperoleh melalui penyebaran kuesioner kepada responden yang telah ditentukan. Hasil penelitian menunjukkan bahwa ada beberapa atribut yang memerlukan perbaikan seperti kemudahan memperoleh informasi bagi mahasiswa (t3), proses pelayanan cepat dan tidak berbelit terkait dengan kebutuhan mahasiswa (r2), kesabaran petugas dalam menanggapi keluhan mahasiswa (e1).Kata Kunci: Kualitas Pelayanan, SERVPERF, IPA
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Machado, Manuel, Alexandrino Ribeiro, and Mário Basto. "AN EMPIRICAL ASSESSMENT OF CUSTOMER SATISFACTION AND QUALITY OF SERVICE: COMPARING SERVQUAL AND SERVPERF." Revista Gestão Industrial 10, no. 2 (2014). http://dx.doi.org/10.3895/s1808-04482014000200002.
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Baharun, Rohaizat. "Kepuasan Pengguna Selepas Pengiktirafan ISO 9001: Kajian Kes Sebuah Fakulti di Universti Teknologi Malaysia." Jurnal Teknologi, January 20, 2012. http://dx.doi.org/10.11113/jt.v38.512.
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Kepuasan pengguna merupakan isu yang paling kerap dibincangkan dalam semua organisasi sama ada sektor awam mahupun swasta. Para pelajar intitusi pengajian tinggi merupakan pengguna dalaman kepada servis dan produk yang ditawarkan kepada mereka; lebih-lebih lagi kepada institut yang telah diiktiraf dan mendapat persijilan ISO 9000. Dengan menggunakan pengubahsuaian pengukuran SERVPERF dan SERVQUAL dalam kajian literatur, satu kajian telah dibuat untuk mengukur tahap dan pengaruh kepuasan pengguna kepada Fakulti Pengurusan dan Pembangunan Sumber Manusia, Universiti Teknologi Malaysia, Skudai, Johor. Hasil dari kajian menunjukkan bahawa kepuasan pengguna bertambah apabila mereka melihat perubahaan yang signifikan dari segi penawaran servis dan produk yang dilakukan selepas fakulti mendapat sijil ISO 9000. Kata kunci: ISO 9000; Kualiti; Kepuasan Pengguna; Institut Pengajian Tinggi; Pemasaran Servis Customer satisfaction is perhaps one of the most talked about challenges of organizations, both in private and public sectors. In tertiary institutions, students can be categorized as customers they use the services and products provided, especially the institutes which have been awarded the ISO 9000 certification. By using the modified SERVPERF and SERVQUAL instrument as suggested in the literature review, a survey was conducted to measure the level and to explain customer satisfaction at the Faculty of Management and Human Resource Development, University Technology Malaysia, Skudai, Johor. The findings show that customer satisfaction increases significantly in relation to the output/outcomes from the implementation of quality service and product after the faculty was awarded the ISO 9000 certificate. Key words: ISO 9000; Quality; Customer satisfaction; Institutions of Higher Learning; Service marketing
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Czajkowska, Agnieszka, and Ingaldi Manuela. "Application of servqual and servperf methods to assess the quality of teaching services - comparative analysis." Manufacturing Technology, May 17, 2021. http://dx.doi.org/10.21062/mft.2021.041.
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"A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF." Journal of the Korean Society for information Management 20, no. 2 (2003): 73–91. http://dx.doi.org/10.3743/kosim.2003.20.2.073.
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Jurado, Diego Bonilla, Aura Guerrero Luzuriaga, and swaldo Ernesto López Bravo. "Métodos para medir la calidad del servicio turístico en empresas de alojamiento." Revista Científica Ciencia y Tecnología 19, Vol. 18 Núm. 19 (2018) (2018). http://dx.doi.org/10.47189/rcct.v18i19.186.
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Los cambios en las empresas de alojamiento son causados principalmente por la creciente globalización y la creciente competencia. Cadenas hoteleras globales dominan la industria a pesar del creciente número de pequeños y medianos hoteles y otras capacidades de alojamiento. Esta investigación aborda los antecedentes y la estructura de la calidad del servicio en el contexto de empresas de alojamiento, además de los métodos comúnmente utilizados para medir su gestión en relación a la calidad del servicio otorgado hacia el cliente. Entre los métodos frecuentemente utilizados se encontraron el modelo SERVQUAL, HOTELQUAL, LODGSERV, SERVPERF y otras técnicas que ayudan a medir la satisfacción del cliente pudiendo ser en este caso diseño de cuestionarios, sistemas de sugerencias y reclamaciones y la técnica del Mistery Shoppers. Se realizó una revisión de literatura, que engloba artículos científicos publicados en diferentes revistas a nivel mundial. Se procesaron un total de 29 artículos, distribuidos de la siguiente manera: 19 artículos científicos, 6 libros y 4 proyectos de investigación que abordaron temas como la calidad del servicio y métodos de medición en el sector hotelero. Una vez revisada la bibliografía correspondiente se determinó que el método SERVQUAL es el más utilizado dentro de la medición de la calidad de servicio comparando las perspectivas vs las expectativas.
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陈, 秀., та 艳芳 吴. "我国独立学院旅游管理专业校外实践教学服务质量评价研究——基于SERVPERF模型". 教育研究 3, № 8 (2020). http://dx.doi.org/10.32629/er.v3i8.3060.
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وهيب الزبيدي, أ. م. د. حمزة فائق, та سارة علي عبد الرحمن السهيل. "التنفيذ ضمن التخطيط الإستراتيجي وأثره في جودة الخدمة المصرفية". مجلة دراسات محاسبية ومالية 13, № 42 (2018). http://dx.doi.org/10.34093/jafs.v13i42.76.
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في خضم المتغيرات المتسارعة والصعوبات وحدة المنافسة التي تواجه المصارف العراقية، بات ضرورياً التركيز على جانب مهم من جوانب العمل الإداري وهو التخطيط الإستراتيجي والدور الذي يؤديه التنفيذ ضمن هذه العملية في تحقيق جودة الخدمة المصرفية التي برزت سلاحاً تنافسياً لتمييز الخدمات التي تقدمها المصارف عن بعضها البعض سعياً نحو زيادة الحصة السوقية للمصرف المعني ونموه واستمراره وزيادة أرباحه.
 وقد تناول البحث العلاقة ما بين المتغير المستقل (التنفيذ ضمن التخطيط الإستراتيجي)، وبين المتغير التابع (جودة الخدمة المصرفية ومتغيراتها الفرعية الخمسة).
 وتوصل البحث إلى مجموعة من الإستنتاجات أهمها وجود علاقة ذات دلالة معنوية بين التنفيذ ضمن التخطيط الإستراتيجي وبين أبعاد جودة الخدمة المصرفية، باستثناء بعد الاستجابة إذ أظهرت النتائج عدم وجود فروقات ذات دلالة معنوية بين التنفيذ ضمن التخطيط الإستراتيجي والاستجابة ضمن جودة الخدمة المصرفية.
 كما خرج البحث بجملة من التوصيات منها:ضرورة عمل الإدارة العليا على توفير ملاك وظيفي مؤهل ومدرب لتنفيذ عملية التخطيط الإستراتيجي من خلال إشراك الموظفين ذوي العلاقةبعملية التنفيذ في دورات بهذا المجال سواء داخل البلد أو خارجه، والعمل على قياس جودة الخدمة المصرفية بصورة دورية من خلال وسائل قياس علمية مثلاً ServQual و ServPerf، وكذلك من خلال المقابلات مع الزبائن لإعطاء إدارات المصارف مؤشراً حول مستوى الجودة المقدمة.
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Endeshaw, Berhanu. "Healthcare service quality-measurement models: a review." Journal of Health Research ahead-of-print, ahead-of-print (2020). http://dx.doi.org/10.1108/jhr-07-2019-0152.
Full textAbstract:
PurposeThe purpose of this study was to review existing healthcare service quality-measurement models.Design/methodology/approachA review of the literature was conducted utilizing keywords “healthcare’’, “service quality’’, “measurement models”, “SERVQUAL”, “SERVPERF”, “HEALTHQUAL”, “PubHosQual” and “HospitalQual”. These investigations were selected from the “Emerald’’, “ABI/Inform”, “ScienceDirect” and “EBSCOhost” databases. A range of studies used in the makeup of the healthcare quality-measurement model for a 36 years period (1979 to 2015) were examined in an exhaustive survey of the literature. Of 137 studies reviewed, 74 studies were selected for analysis.FindingsAs yet, no consensus has been reached among scholars on the definition and indicators and factors of the quality of the healthcare services. Moreover, most of the current models are of Western origin and incongruent with the cultural and economic contexts of developing countries. The previous studies create scales resembling the generic measures of service quality, which may not be completely appropriate for assessing the perceived quality of healthcare services. Furthermore, previous studies were too narrow, overemphasizing the quality of healthcare only as far as the functional aspect of the services were concerned and paying too little attention to the technical aspects, using the experience of healthcare providers. These results have much room for failures. This is therefore advising healthcare organizations that need to develop their own models for measuring the quality of their services.Originality/valueGeneric models no longer suffice in measuring the quality of healthcare services. Developing countries should try and develop their own models for measuring the quality of healthcare services.
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Hong, Pham Thi Thanh, and Tran Van Hai. "Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers." VNU Journal of Science: Economics and Business 34, no. 5E (2018). http://dx.doi.org/10.25073/2588-1108/vnueab.4182.
Full textAbstract:
This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets.
 Keywords: Mobile service, service quality, online survey, empirical study, Vietnam.
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