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1
Huang, Jie, and Katherine Wong. "Technical services and user service improvement." Library Management 27, no. 6/7 (July 1, 2006): 505–14. http://dx.doi.org/10.1108/01435120610702486.
Анотація:
PurposeFrom the cataloging librarians' point of view, this paper aims to present how technical services, especially the cataloging department, can play important roles in the improvement of user services.Design/methodology/approachThe paper examines the practices of the University of Oklahoma Libraries.FindingsThe paper identifies several aspects in which technical services can enhance the quality of user services, especially in the cataloging department. A library's online catalog becomes the first point of access to the library's information resources. Its quality can be improved and enriched in many ways to raise users’ satisfaction. Aside from the improvement in technical aspects, efforts should also be made to promote collaboration between technical and public services so as to ensure efficient processing of materials and to meet the needs of library users.Originality/valueThe value of the paper is in showing that the quality of an online catalog and the cooperation between public and technical services are two of the key factors in achieving high quality of user services.
2
PalaniNathaRaja, M., S. G. Deshmukh, and Subhash Wadhwa. "Measuring service quality in technical education and healthcare services." International Journal of Services and Operations Management 2, no. 3 (2006): 222. http://dx.doi.org/10.1504/ijsom.2006.009858.
3
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 (March 30, 2010): 62–72. http://dx.doi.org/10.32508/stdj.v13i1.2086.
Анотація:
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.
4
Babic-Hodovic, Vesna, Maja Arslanagic-Kalajdzic, and Amina Imsirpasic. "Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality." South East European Journal of Economics and Business 12, no. 1 (April 1, 2017): 114–25. http://dx.doi.org/10.1515/jeb-2017-0011.
Анотація:
AbstractThe purpose of this study is to assess the technical (output) and functional (process) quality of mobile services, as well as the role of corporate image as a mediator between technical/functional quality perceptions and overall quality assessment of mobile services. Grönroos’s service quality model is used as the conceptual base of the study. Technical quality was operationalized through two sub-dimensions: baseline network quality and augmented technical quality. The SERVPERF framework was used in the operationalization of the functional quality. A quantitative survey was conducted with (n = 414) customers of the telecommunication operator in B&H. The results suggest that corporate image mediates the effects of (1) two functional quality dimensions (tangibles and assurance) and (2) both technical quality dimensions on the overall service quality assessment. The core technical quality dimension (network) is also directly related to overall service quality perception. A discussion of the results and their implications for theory and practice is then presented.
5
Suhartinah, Gandi, and Hery Hamdi Azwir. "Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis." JIE Scientific Journal on Research and Application of Industrial System 3, no. 1 (November 12, 2018): 11. http://dx.doi.org/10.33021/jie.v3i1.501.
Анотація:
<p>Department of technical training is the department that responsible for training program for the entire production technician in PT.ABC. In order to constantly improve the quality of training service, a research was conducted to analyze the satisfaction of production technician towards training service quality that organized by technical training department. Production technician will determine, whether the training program has been satisfactory or not. To determine the participants' satisfaction of the quality of the training service, this research has started by using the concept of service quality and also shows a model of service quality gap. Analysis of the participants' satisfaction was measured by using the service quality in order to know the gap between actual performance and expectation performance of the training service. This research was conducted to determine the priority factor that must be done to improve the quality of the training services. This factor is determined by using importance performance analysis method and the results from this research is customer satisfaction and priority factor for improvements which consists of the hygiene of training room, training content materials, training modules and clarity of training information.<br />Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis</p>
6
Fleischman, Gary M., Eric N. Johnson, and Kenton B. Walker. "An Exploratory Examination of Management Accounting Service and Information Quality." Journal of Management Accounting Research 29, no. 2 (October 1, 2016): 11–31. http://dx.doi.org/10.2308/jmar-51614.
Анотація:
ABSTRACT We develop and test a scale to measure perceptions of management accounting service information and quality. We use a theoretical framework adapted from Grönroos's (1978, 1983, 1984, 1990) service quality model that relates functional, technical, and image dimensions of service to perceived overall service quality. We develop constructs related to functional, technical, and image quality using questions derived from the accounting literature regarding the desirable characteristics of accountants and their information provision services. We test our predictions using survey data from 116 experienced business professionals. Results indicate that management accounting service quality can be mapped into functional, technical, and image dimensions. Furthermore, technical quality is more important to users than functional quality, and image quality partially mediates the technical and functional quality dimensions in forming user perceptions of overall service quality.
7
Park, Jun-Gi, Seyoon Lee, and Jungwoo Lee. "Communication effectiveness on IT service relationship quality." Industrial Management & Data Systems 114, no. 2 (March 4, 2014): 321–36. http://dx.doi.org/10.1108/imds-04-2013-0186.
Анотація:
Purpose – This study aims to investigate the effect of communication effectiveness (CE) on service quality (SQ) leading to relationship quality (RQ) in IT service relationships. Design/methodology/approach – CE was decomposed into frequency, bi-directionality and quality of communication while SQ was decomposed into functional and technical qualities, and RQ into trust and relationship commitment. An empirical study is conducted testing the nomological research model consists of these dimensions, using survey method collecting data from 144 subjects. Findings – The findings indicate that good SQ can impact relationship commitment only via the clients' trust, but not directly. Influence of functional quality is stronger on trust but technical quality also maintains significant impact. Detailed findings imply that, while communication is important element influencing perceptions of SQ, quality of bi-directional communication is more critical than simple but frequent communication. Originality/value – This study explores the direct impact of CE on SQ leading to RQ in IT service context. Previous studies rarely tested the impacts of functional and technical SQ, simultaneously. Findings of this study add values to research on service relations as well as IT services research in terms of differentiating functional and technical service qualities.
8
Yu, Tian Biao, Jing Zhou, Jun Mei Ding, and Wan Shan Wang. "System of Networked Technical Service Oriented Product Lifecycle." Applied Mechanics and Materials 16-19 (October 2009): 607–11. http://dx.doi.org/10.4028/www.scientific.net/amm.16-19.607.
Анотація:
In order to improve quality and efficiency of technical service, a new mode of technical service is presented, which is networked technical services oriented product lifecycle. Definition of the networked technical services is put forward, feature of the networked technical services is analyzed and function of the networked technical services system is introduced. Base on these works a prototype system of the networked technical service is developed. Results of the system running prove correctness of theory and feasibility of technology.
9
Chakraborty, Anirban, Sonal G. Rawat, and Susheel Chhabra. "Enhancing Service Quality in Hospitals." International Journal of Information Communication Technologies and Human Development 1, no. 4 (October 2009): 58–71. http://dx.doi.org/10.4018/jicthd.2009091505.
Анотація:
Large organizations use multiple data sources, centralize processing in these organizations require analysis of huge database originating from various locations. Data mining association rules help perform exploration and analysis of large amounts of data to discover meaningful patterns which can facilitate effective decision-making. The objective of this article is to enhance service quality in a hospital using data mining. The improvement in service quality will help to create hygienic environment and enhance technical competence among staff members which will generate value to patients. A weighting model is proposed to identify valid rules among large number of forwarded rules from various data sources. This model is applied to rank the rules based on patient perceived service parameters in a hospital. Results show that this weighting model is efficient. The proposed model can be used effectively for determining the patient’s perspective on hospital services like technical competence, reliability and hygiene conditions under a distributed environment.
10
Sussmane, Jeffrey Brett. "Measuring functional quality in the pediatric intensive care." Journal of Hospital Administration 3, no. 1 (October 16, 2013): 73. http://dx.doi.org/10.5430/jha.v3n1p73.
Анотація:
Defining, measuring and delivering quality is an important challenge facing Health Care. Health Care as a Service Industry may be described with two forms of quality: technical quality, and functional quality. (1) Our previously published technical study demonstrated a reproducible and scalable measure of the technical quality, without additional capital cost. (2) A technical study, and the application of any service or measurement of quality, may be sub optimal if pursued in isolation from the patient/family (customer) perception. This study measured the functional quality of a complex Health Care service from the patient/family perception, which is perhaps superior and more relevant. We have quantified and documented an excellent competitive franchise and competitive advantages for our services, in our market, as well as areas for improvement, without additional capital expense.
11
Kang, Gi‐Du, and Jeffrey James. "Service quality dimensions: an examination of Grönroos’s service quality model." Managing Service Quality: An International Journal 14, no. 4 (August 1, 2004): 266–77. http://dx.doi.org/10.1108/09604520410546806.
Анотація:
Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.
12
Alsaadi, Meiaad Rashid, Syed Zamberi Ahmad, and Matloub Hussain. "A quality function deployment strategy for improving mobile-government service quality in the Gulf cooperation council countries." Benchmarking: An International Journal 25, no. 8 (November 29, 2018): 3276–95. http://dx.doi.org/10.1108/bij-12-2017-0333.
Анотація:
PurposeThe purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from a customer perspective in the GCC.Design/methodology/approachA quantitative approach was used in this case study of m-government services in the GCC. Data were collected using focus groups and questionnaires for three similar m-government applications (one from the United Arab Emirates, one from the Saudi Arabia and one from Oman). The house of quality tool, including technical benchmarking, was applied as part of the quality function deployment (QFD) approach to identify customer requirements, translate them to technical requirements and develop a strategic plan for improving the quality of m-government services.FindingsThe results revealed that “real time” had the highest priority for deployment, while “tangible service,” contrary to expectations, had the lowest priority for deployment.Research limitations/implicationsStudy findings are limited to the m-government services delivered to citizens. There is scope for further study into m-government services delivered both to businesses and other governments.Practical implicationsThe findings imply that the m-government decision makers must involve citizens in all service-development processes to ensure that service delivery meets citizens’ expectations.Originality/valueMost previous studies regarding m-government service-quality dimensions have used information system service-quality dimensions. This study is one of the pioneering studies to have successfully derived m-government service-quality factors using the QFD matrix.
13
Sabbir Rahman, Muhammad, and Md Nusrate Aziz. "Service quality and behavioural intentions in broadband services selection." Marketing Intelligence & Planning 32, no. 4 (May 27, 2014): 455–74. http://dx.doi.org/10.1108/mip-06-2013-0093.
Анотація:
Purpose – The purpose of this paper is to examine consumers’ perceptions and their behavioural intentions in selecting an internet broadband service in Malaysia by inspecting young users’ perceptions, in respect of the technical, functional and experience economy perspective. Design/methodology/approach – A survey methodology using questionnaires was adopted to solicit the required information from 400 existing, as well as potential users. Data were analysed through exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The research shows that in selecting an operator's service both technical and functional qualities are highly mediated by young consumers’ perceptions in explaining their behavioural intentions. The paper also finds that the experience economy variable has a direct effect, which is more dominant on young consumers’ behavioural intentions than the indirect effect through perception, which implies a partial mediation. Research limitations/implications – The study focused on young users’ perceptions and the implicative behavioural intentions in selecting a broadband operator within the Klang Valley area in Malaysia. Thus, it may not be generalized to all young consumers’ around the world. Practical implications – This study identifies the perceived attributes of quality and experience economy as well as generalizing the young consumers’ buying intentions in selecting an internet broadband operator in Malaysia. Originality/value – This research contributes to the existing literature because the study of the behavioural aspects of young consumers is of great importance for marketers to identify the consumers’ ultimate choice in internet broadband selection in Malaysia.
14
Karbowiak, P. "Marketing a technical business." Water Supply 3, no. 1-2 (March 1, 2003): 433–40. http://dx.doi.org/10.2166/ws.2003.0135.
Анотація:
Until recently most water utilities have operated as a public service. The market is still predominantly a natural monopoly. The significant infrastructure requirements militate against service duplication and competition. Generally customers do not have the option of changing service providers. With the arrival of competition policy, water utilities have initiated some customer service programmes. However, the driver for this change has been the reporting requirements of the regulator rather than customer focused imperatives. However, there are benefits for water service companies to conduct professional market research focused on customer satisfaction. This paper reviews the concepts of market customer satisfaction analysis. It discusses the shortfalls of generic methodologies which focus on the performance of the service provider rather than the needs and expectations of the customer. The application of Benchmarking or Best Practice, is also reviewed within this context. A conclusion of this paper is that the application of focused, professional customer satisfaction analysis is an effective quality management tool and leads to a better understanding of water services customers’ needs and expectations. The outcome is more effective application of customer service resources, enhanced community perceptions and the achievement of higher levels of customer satisfaction.
15
Su, Tin Tin, and Sylvia Sax. "Key Quality Aspect: A Fundamental Step for Quality Improvement in a Resource-Poor Setting." Asia Pacific Journal of Public Health 21, no. 4 (August 10, 2009): 477–86. http://dx.doi.org/10.1177/1010539509342433.
Анотація:
The objective of the study is to identify user’s perception of key quality aspects of the hospital and its influence on willingness to pay. The study was conducted in 2001 in Dhading District Hospital, Nepal. This was a descriptive, cross-sectional study design using quantitative and qualitative methods: questionnaire exit interview and focus group discussions with inpatients and outpatients, focus group discussion with service providers, and key informant interviews. The research identified attitude, technical and interpersonal skills of health personnel, availability of drugs and services as important quality aspects to be improved. Users were motivated to use this hospital and were ready to pay if they received proper treatment from skilled and communicative staff. This study highlights the importance of identifying the quality factors important to service users as a first step in improving quality. For the users within this study, this meant improving attitude, interpersonal skills, and technical skills of service personnel.
16
Mohammed, Sarkhel Shawkat, and Osman Shahin. "Service Quality Perspectives in Telecommunication Sector: Trust and Loyalty Investigation." Revista Amazonia Investiga 9, no. 28 (April 21, 2020): 394–403. http://dx.doi.org/10.34069/ai/2020.28.04.44.
Анотація:
The goal of this paper is to investigate the effect on trust and loyalty in internet services of functional and technological service quality. We have received 300 internet service users from different cities in Iraqi Kurdistan Region. The date has been evaluated through structural equations modeling. The results reveal that technical quality has more impact on trust and loyalty than functional quality does. Secondly, it was observed that technical quality impacts both trust and loyalty directly while function al quality has only indirect relationship with loyalty over trust. We have given managerial implications to the managers in the sector.
17
De Keyser, Arne, and Bart Lariviere. "How technical and functional service quality drive consumer happiness." Journal of Service Management 25, no. 1 (March 11, 2014): 30–48. http://dx.doi.org/10.1108/josm-04-2013-0109.
Анотація:
Purpose – This study aims to investigate the impact of technical (i.e. what is delivered) and functional (i.e. how is it delivered) service quality on consumer happiness in a multichannel environment. In so doing, this study responds to increasing calls from academics (e.g. transformative service research movement) and practitioners to move beyond pure financial measures when deciding how to manage businesses. Design/methodology/approach – With a sample of 809 customers of a medium-sized Belgian mail order firm, within-class regression models tested for the moderating role of channel usage. Findings – Both technical and functional service quality have positive impacts on consumer happiness. However, depending on the channel(s) used, the quality dimension that has the greatest impact on consumer happiness differs. Practical implications – The findings offer managers insights on how they can create and cultivate consumer happiness by delivering excellent service quality. This study stresses the importance of looking beyond purely financial measures to manage firms, and as such deliver value to consumers, the firm itself and society at large. Originality/value – This study advances transformative service research by being one of the few empirical studies relating service quality to consumer happiness in today's multichannel environment.
18
Ito, Kentaro, and Hironobu Kawamura. "Service quality evaluation of technical visits for foreign visitors." Journal of Global Tourism Research 4, no. 2 (2019): 91–98. http://dx.doi.org/10.37020/jgtr.4.2_91.
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Molinos-Senante, María, Alexandros Maziotis, Manuel Mocholí-Arce, and Ramón Sala-Garrido. "Accounting for service quality to customers in the efficiency of water companies: evidence from England and Wales." Water Policy 18, no. 2 (August 28, 2015): 513–32. http://dx.doi.org/10.2166/wp.2015.062.
Анотація:
This paper investigates the role of service quality to customers in the efficiency assessment of water companies in England and Wales. To achieve this, data envelopment analysis techniques are employed to compute the technical efficiency of the water companies following two approaches: (i) traditional assessment based on quantity variables (without the inclusion of service quality variables) and (ii) alternative assessment considering quantity and service quality variables as undesirable outputs. The analysis covers 22 water and sewerage companies and water only companies providing drinking water services. The results indicate that the traditional efficiency assessment reveals a high level of technical efficiency, suggesting that the English and Welsh water industry is mature and that one of the challenges it faces is improving service quality. When introducing service quality variables in the evaluation, the average scores of technical efficiency slightly decrease. This suggests that, on average, water companies do not necessarily provide high quality of service, meaning that the traditional efficiency assessment favours their performance. Quality of service supplied to customers within a water sector matters and should be taken into account during the benchmarking process as it could assist regulated companies and regulators to improve performance and incentives, respectively.
20
Kang, Gi‐Du. "The hierarchical structure of service quality: integration of technical and functional quality." Managing Service Quality: An International Journal 16, no. 1 (January 2006): 37–50. http://dx.doi.org/10.1108/09604520610639955.
21
Silvestri, Cecilia, Barbara Aquilani, and Alessandro Ruggieri. "Service quality and customer satisfaction in thermal tourism." TQM Journal 29, no. 1 (January 9, 2017): 55–81. http://dx.doi.org/10.1108/tqm-06-2015-0089.
Анотація:
Purpose Satisfaction in the tourism sector is a highly sensitive subject, and customer satisfaction (CS) has a significant impact on the choice of destinations made by tourists and on the decision to recommend them to friends or acquaintances. The purpose of this paper is to give empirical evidence of the dimensions of service quality (technical, functional and company image (CI)) and their connections in the sector of thermal tourism. It also aims at investigating the CI, seeking to understand whether some of the technical and functional service quality variables play a role in determining it. Design/methodology/approach An empirical survey was conducted by administering a structured research questionnaire in order to collect all necessary data, which was then elaborated to test the hypotheses using factor and multiple regression analyses. Findings The results of the survey confirm the direct impact of service quality dimensions (technical, functional and CI) on CS also in the thermal sector when considered individually. Moreover, when the CI was analyzed further, relational quality was found to be dependent on thermal employees’ capabilities, abilities, trustworthiness, availability, etc. Finally, when considered together, functional service quality and CI have a stronger effect on CS than technical service quality. Originality/value The originality of the present research relies on the following: a further contribution to the so-called “European perspective” of service quality; the study of service quality dimensions (technical, functional and CI) in the thermal sector; and evidencing the link between thermal employee characteristics and the relational quality factor of the CI, demonstrating that many aspects of this construct need further empirical investigation, in the wellness sector.
22
Jia, Ronnie, Blaize Horner Reich, and Heather H. Jia. "Service climate in knowledge-intensive, internal service settings." International Journal of Quality and Service Sciences 8, no. 4 (November 21, 2016): 462–77. http://dx.doi.org/10.1108/ijqss-11-2015-0071.
Анотація:
Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and not view themselves as service providers because of the technical/professional nature of their work. Design/methodology/approach Two surveys were distributed in participating organizations. One survey, completed by employees in information technology (IT) service units, contains measures of service climate, climate antecedents and technical competence. The second survey, filled out by members of their corporate customer units, taps their evaluations of service quality. Findings Service climate in IT service units significantly predicted service evaluations by their respective customer units. Importantly, service climate was more predictive than IT service employees’ technical competency. Role ambiguity, empowerment and work facilitation were also found to be significant service climate antecedents. Research limitations/implications These results provided strong empirical evidence supporting an extension of the existing service climate research to KII service settings. To the extent that front-line service employees rely on internal support to deliver quality service to external customers, managers should work to enhance the service climate in internal support units, which ultimately improves external service quality. Originality/value This is the first study that establishes the robustness of the service climate construct in KII service settings. It makes service climate a useful managerial tool for improving both internal and external service quality.
23
Landowski, Bogdan, Łukasz Muślewski, Klaudiusz Migawa, and Daniel Perczyński. "Analysis of Failures of Selected Technical Objects." Journal of KONBiN 50, no. 4 (December 1, 2020): 73–88. http://dx.doi.org/10.2478/jok-2020-0075.
Анотація:
Abstract The article deals with selected issues concerning tests results of failures of selected objects used in the analyzed real technical system. The main operation goal of the analyzed system is to provide passengers with safe transport services within a given quantitative range and over a given territory. The analyzed technical objects were transport means. Transport services were provided along scheduled routes. Selected features and characteristics of vehicle failures have been discussed. Vehicles used in the investigated technical object were disassembled for the needs of the research. Tests were performed with the use of the passive experiment method under real service conditions.
24
Mei, Yi, Xiaoyan Xu, and Xiaodong Li. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality." International Journal of Environmental Research and Public Health 17, no. 22 (November 19, 2020): 8613. http://dx.doi.org/10.3390/ijerph17228613.
Анотація:
Despite extensive research on how patient engagement behaviors (PEBs) are facilitated though explicit technical interventions in medical services, research on the encouragement of PEBs from the perspective of the service process is lacking. This study explores how functional quality dimensions (responsiveness, empathy, surroundings, and access) affect PEBs (compliance and loyalty) through a two-channel psychological mechanism (trust and satisfaction). This study tests the proposed model using survey data from two public hospitals in southeastern China and employs the partial least square (PLS) technique of structural equation modeling (SEM) to analyze the data. The results show that service providers’ responsiveness, empathy, and access affect patient compliance and loyalty through patient satisfaction; however, the effect of surroundings is not significant. The responsiveness and empathy of service staff affect PEBs through patient trust. Considering the high-contact professional nature of medical services, we call for more efforts toward improving service processes rather than simply relying on technical interventions. Specifically, hospitals and contact employees should devote time and effort to functional quality management in three dimensions, namely responsiveness, empathy, and access, to secure patient trust and satisfaction.
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Fauzian, Nurhakim Ramdani. "Innovation Model of Licensing Service SIMPATIK JABAR (Licensing Service Information System for the People of West Java)." Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi 18, no. 1 (June 30, 2021): 28–43. http://dx.doi.org/10.31113/jia.v18i1.625.
Анотація:
The research describes the licensing service innovation model called SIMPATIK JABAR (Licensing Service Information System for the People of West Java) at the Investment and One Stop Service Office of West Java Province. The research was based on the finding that the implementation of SIMPATIK JABAR innovation did not contribute much in elevating the quality of public services at the Investment and One Stop Service Office of West Java Province. This can be seen from the unsatisfactory Public Satisfaction Index over the public service delivery at the Investment and One Stop Service Office of West Java Province, especially due to sluggish licensing service completion. The research employed a qualitative method. The data were obtained through document reviews, observations, and in-depth interviews to 16 (sixteen) informants. Referring to the analysis results, a form of innovation development was formulated by using the approach of USAID Innovation Development Process.Based on the research findings, it is recommended that the implementation of the SIMPATIK JABAR innovation model introduce an improvement in the form of the human resource management for the Technical Team of One Stop Service (PTSP). This can be done by recruiting experts/academicians to become members of the Technical Team. The experts/academicians then collaborate with the civil servants of West Java Provincial Government assigned as the Technical Team to formulate the licensing technical considerations. It is expected that the involvement of experts/academicians at the PTSP Technical Team can help resolve technical recommendations more quickly, so that it can improve the quality of public services at the Investment and One Stop Service Office of West Java Province.
26
Vatica, Jeny Riska, Nur’aini Nur’aini, and Masnelly Lubis. "Effect of Health Service Quality Toward Patients Satisfaction." Journal La Medihealtico 2, no. 1 (February 20, 2021): 63–72. http://dx.doi.org/10.37899/journallamedihealtico.v2i1.308.
Анотація:
The quality of service at the Community Health Center (Puskesmas) is an important factor in creating patient satisfaction. The results of measuring patient satisfaction that are objective and accurate can assist the health center in formulating a better form of service. The purpose of this study was to determine and analyze the effect of health service quality on outpatient satisfaction. This type of research is an analytic survey with a cross sectional approach using primary data with questionnaires and secondary data from Community Health Center (Puskesmas) reports. The population in this study were patients who had outpatient visits from January to July 2020 with a total sample of 99 people who were determined using the accidental sampling method. The analysis used univariate, bivariate and multivariate analysis. Chi square test results showed that technical competence (p = 0.001 <0.05), effectiveness (p = 0.002 <0.05), human relations (p = 0.000 <0.05), comfort (p = 0.099> 0, 05) and timeliness (p = 0.001 <0.05). The logistic regression test shows that the variable that most influences patient satisfaction is the relationship between humans with an Exp (B) value of 4.195. The conclusion of this research is that technical competence, effectiveness, human relations and timeliness have a relationship with patient satisfaction, while comfort has no relationship with patient satisfaction. Efforts are needed to improve the quality of outpatient services by establishing a harmonious relationship between health workers and patients in order to achieve services that are able to satisfy patients.
27
Salleh, Abrari, and Sha’ri Mohd Yusof. "Sustainable Service Quality of Water and Sewerage Companies." Journal of Business and Social Review in Emerging Economies 2, no. 1 (June 30, 2016): 1–12. http://dx.doi.org/10.26710/jbsee.v2i1.13.
Анотація:
Objective: The purpose of this conceptual paper is to critically review and discuss the perceived service quality of the water and sewerage services with the addition of sustainability factor with respect to economic, environmental and social aspects among the Malaysian water and sewerage companies.
Methodology: The review of various service quality models and sustainability models that has led to our findings on knowledge gap between sustainability and service quality especially in utility services sector (water and energy).
Results: The authors propose a modified SERVQUAL model with six independent variables namely tangibles, reliability, responsiveness, assurance, and empathy with an additional dimension i.e. sustainability. Addition of sustainability has modified the existing SERVQUAL instrument to be called sustainable service quality or SUSSERV.
Implication: The paper involves discovering the lack of research in sustainability service quality particularly in the context of Malaysian water services (including sewerage). This review should be able to answer the question why SERVQUAL is not appropriate for measuring water services quality thus requiring some improvement or modification using SUSSERV. Previous efforts and focus have been made based on water quality and water treatment or process quality (technical issues), thus this paper is an attempt to fill the gap between service, product and process quality by adding sustainability dimension in service quality evaluation.
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Teeroovengadum, Viraiyan, Robin Nunkoo, Christian Gronroos, T. J. Kamalanabhan, and Ashley Keshwar Seebaluck. "Higher education service quality, student satisfaction and loyalty." Quality Assurance in Education 27, no. 4 (October 14, 2019): 427–45. http://dx.doi.org/10.1108/qae-01-2019-0003.
Анотація:
Purpose The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that predicts student loyalty from image, perceived value, satisfaction and service quality. In addition to validating the HESQUAL scale using a confirmatory approach, two other main limitations in the extant literature are addressed. Design/methodology/approach The model is tested using data collected from 501 students enrolled in different higher education institutions in Mauritius. A two-stage approach to structural equation modeling is used whereby the measurement model is first tested using confirmatory factor analysis and followed by the assessment of the structural model. Findings Importantly, results indicate that student satisfaction is influenced by technical service quality, image and perceived value, but not by functional service quality. Both dimensions of service quality however are significant predictors of image and perceived value. The study uses a comprehensive measure of service quality and demonstrates that it is worthwhile to consider functional service quality as higher-order model and clearly distinguish between functional and technical quality, as both the technical and functional aspects play an important role in shaping students’ perceptions and behaviors. Originality/value First, in the existing literature, service quality has not been considered as a second-order factor model in structural models of student satisfaction and loyalty, thus lacking either precision or parsimony. Second, the transformative quality aspect of higher education has been largely neglected in previous research testing such predictive models. The model delineates service quality into the functional and transformative (technical) aspects and treats functional service quality as a second-order factor comprising nine sub-dimensions.
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Valtakoski, Aku, Juhana Peltonen, and Mikko O. J. Laine. "Peer-to-Peer Service Quality in Virtual Communities." International Journal of Virtual Communities and Social Networking 3, no. 1 (January 2011): 13–22. http://dx.doi.org/10.4018/jvcsn.2011010102.
Анотація:
Virtual communities are an increasingly popular way to conduct business over the Internet. However, from the service provider’s point of view they pose special challenges. In particular, unless the provider itself engages in content or service provision, the service relies entirely on its members for provision of services. The members should thus be seen as resources for service provision. This type of networked service production system implies challenges in terms of service quality management and, subsequently, value creation for community members. This paper explores these issues by revisiting service marketing and service operations literature on service quality. Analysis of the literature indicates that firms facilitating virtual communities need to ensure the quality of their service by not only ensuring technical quality but also by nurturing the social aspects of the community that have an impact on the willingness of community members to provide service to each other.
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Teeroovengadum, Viraiyan, T. J. Kamalanabhan, and Ashley Keshwar Seebaluck. "Measuring service quality in higher education." Quality Assurance in Education 24, no. 2 (April 4, 2016): 244–58. http://dx.doi.org/10.1108/qae-06-2014-0028.
Анотація:
Purpose – This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach – The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality attributes. Quantitative methods were used for the second phase so as to test the dimensionality of the measurement instrument and assess its validity and reliability. A sample of 207 students was surveyed, and data were analysed using exploratory factor analysis and Cronbach’s alpha test. Findings – The results of the factor analysis revealed the presence of sub-dimensions. A hierarchical model was therefore considered most appropriate. The final model consisted of five primary dimensions, which are administrative quality, physical environment quality, core educational quality, support facilities quality and transformative quality. The instrument contained a total of 48 items. Each scale was satisfactorily tested for validity and reliability. Research limitations/implications – This empirical study made use of data collected in Mauritius only, a developing country. Practical implications – This study provides a framework and an instrument that can be used by higher education institutions in view of continuously improving educational quality. Originality/value – The study adopted a holistic approach by considering both the functional and technical aspect of service quality in higher education. Moreover, technical quality was operationalised by considering the notion of transformative quality.
31
Takahashi, G., and S. Yamada. "Measuring task quality through technical-service support software." Total Quality Science 3, no. 1 (2017): 22–34. http://dx.doi.org/10.17929/tqs.3.22.
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Joun, Hyang-Soon, and Sang-Yong Lee. "Technical Entrepreneurship Education Service Quality Evaluation System based on FAHP." Journal of Digital Convergence 13, no. 10 (October 28, 2015): 509–16. http://dx.doi.org/10.14400/jdc.2015.13.10.509.
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Khan, M. S., S. S. Mahapatra, and N. A. Sreekumar. "Service quality evaluation of technical institutions using data envelopment analysis." International Journal of Productivity and Quality Management 3, no. 1 (2008): 127. http://dx.doi.org/10.1504/ijpqm.2008.015970.
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Osuch, Andrzej, Ewa Osuch, Piotr Rybacki, Przemysław Przygodziński, Radosław Kozłowski, and Andrzej Przybylak. "A Decision Support Method for Choosing an Agricultural Machinery Service Workshop Based on Fuzzy Logic." Agriculture 10, no. 3 (March 13, 2020): 76. http://dx.doi.org/10.3390/agriculture10030076.
Анотація:
The quality of technical services is one of the main criteria for assessing the service processes of agricultural machinery, and it has a significant impact on the decision-making process when choosing a service provider. Technical service quality has a significant role in maintaining agricultural machinery in optimal technical condition, thus ensuring its high reliability and durability. The purpose of this study is to present a decision support method for choosing the right agricultural machinery service facility. The method is based on fuzzy inference. The choice of service workshop is based on decision criteria individually accepted by farmers (experts). The method was checked by way of research carried out among 25 farmers facing the choice of a service facility. The decision-making process allows for ranking the decision criteria and decision-makers. The results of the presented research can be used by farm owners and service companies to plan their development directions.
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Voon, Boo Ho, Karen Meng Koon Kueh, and Mohd Zawawi Mohd Zafian. "Measuring website service quality for Malaysian companies." Social and Management Research Journal 6, no. 2 (June 1, 2009): 71. http://dx.doi.org/10.24191/smrj.v6i2.5177.
Анотація:
A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study.
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Foroutani, Saman, Noorminshah A. Iahad, and Azizah Abdul Rahman. "Future Research on Dimensions of E-Service Quality in Interactive Health Portals." International Journal of Actor-Network Theory and Technological Innovation 5, no. 4 (October 2013): 1–13. http://dx.doi.org/10.4018/ijantti.2013100101.
Анотація:
Today, the interaction between patients and Interactive Health Portals (IHPs) is one of the hot topics of e-health domains. Online Health Organisations (OHOs) try to improve the quality of their online services to increase patients' demand. However, Malaysian OHOs are far from achieving from this trend. Lack of enthusiasm, trust and loyalty are the major obstacles for successfully deploying IHPs in developing countries. Therefore, IHPs need to focus more on user-centric web portals in which patient demands are considered. IHPs are positioned in a very complex network where social and technical actors are equally important. Prior research on dimensions of electronic service quality (e-SQ) have only focused on technical issues. However, based on socio-technical reasons today IHPs positions in a heterogeneous network, social and technical are equally important in the network. This research is a conceptual paper therefore; the main aim of this research is to demonstrate the ability of integrating Actor-network Theory (ANT) into current e-SQ model and dividing dimensions of e-SQ into two categories: namely, human and non-human (social and technical).
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СТРЕБКОВА, Лидия, and Lydia STREBKOVA. "POSSIBILITIES FOR IMPROVING THE SERVICE QUALITY OF SMALL HOTELS IN NOVOSIBIRSK." Services in Russia and abroad 11, no. 4 (July 4, 2017): 168–80. http://dx.doi.org/10.22412/1995-042x-11-4-14.
Анотація:
The article considers the concept of hotel services quality, and pays special attention to the fact that service level depends on the focusing of staff on customer. An important condition for the successful operation of a small hotel is its orientation towards the consumer, consisting in enhance the perceived value of the service, in meeting its needs and, as a result, in achieving customer loyalty. Focusing of employees on customer is one of major factors of ensuring efficiency of activities and competitiveness of hotel. The author researches the quality assessment of the small hotels services in Novosibirsk. The main problems in rendering hotel services revealed by author are related to technical, functional and social service quality. Virtually all aspects of activities of small hotels have shortcomings showing the lack of system approach to management, despite the size and an organizational structure of enterprises which assume mobility and flexibility of management, fast adaptation to a market situation, requests of consumers, a high susceptibility to innovations. The author offers the recommendations for improving activities of small hotels, implementation of which will allow to increase hotel services quality. The management of small hotels of the Novosibirsk should pay attention to the following parameters: material and technical resources, quality standards, corporate culture, corporate style, staff policy, technologies of servicing, organization of business processes, range of services, price policy, and marketing communications. The service quality improvement should be complex and cover all activities of hotel. To hold the client, the enterprises of the industry of hospitality need to motivate the employees, to improve quality of the provided services, raising degree of a customer satisfaction and creating its loyalty of the organization.
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Robani, Hossein. "Quality Assurance Program to Ensure a Continuous Supply of High-quality Seed." HortTechnology 2, no. 3 (July 1992): 335–36. http://dx.doi.org/10.21273/horttech.2.3.335.
Анотація:
Highly educated and demanding customers, complex business structures, rapidly changing technology, greater liability, and strong competition bring unprecedented pressures on the vegetable seed industry. An effective quality system involving all of the business functions (breeding, parent seed maintenance, production, processing, testing, seed treatment, packaging, marketing, and customer service) seems to be inevitable. The future of the seed business belongs to companies that can provide continuous supplies of high-quality seed with necessary support and technical services and can afford investment in a rapidly advancing technology.
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M., Harlie. "A Comparison of Technical and Functional Service Quality: A Study Case in Largest Telecommunication Company in Indonesia." Journal of Advanced Research in Dynamical and Control Systems 12, no. 01-Special Issue (February 13, 2020): 722–29. http://dx.doi.org/10.5373/jardcs/v12sp1/20201122.
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Irawati, Desrina Yusi, and Octavia Ezrani. "Servqual dan Conjoint Analysis Dalam House of Quality Untuk Layanan Ojek Online." Jurnal Teknik Industri 19, no. 1 (February 27, 2018): 82. http://dx.doi.org/10.22219/jtiumm.vol19.no1.82-96.
Анотація:
One of the transportation services that need quality improvement is an online motorcycle taxis. Integration Servqual and conjoint analysis in QFD process can determine the attributes of consumer needs, and technical response as an effort to improve the service motorcycle taxi online. The result of attributes combination of motorcycle taxi online service as a whole according to customer requirement are the attention of motorcycle taxi online, information system (application), waiting for the time of arrival, completeness of attribute while driving, as well as security and safety guarantee. From the result of QFD, the overall technical response that needs to be done to reach customer needs is online facility to absorb customer feedback, longer service period, and improvement of communication procedure with customers. It is formed by two segments of the customers of motorcycle taxi online namely the segment of empathy and responsiveness.
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Irawati, Desrina Yusi, and Octavia Ezrani. "Servqual dan Conjoint Analysis Dalam House of Quality Untuk Layanan Ojek Online." Jurnal Teknik Industri 19, no. 1 (February 27, 2018): 82. http://dx.doi.org/10.22219/jtiumm.vol19.no1.84-98.
Анотація:
One of the transportation services that need quality improvement is an online motorcycle taxis. Integration Servqual and conjoint analysis in QFD process can determine the attributes of consumer needs, and technical response as an effort to improve the service motorcycle taxi online. The result of attributes combination of motorcycle taxi online service as a whole according to customer requirement are the attention of motorcycle taxi online, information system (application), waiting for the time of arrival, completeness of attribute while driving, as well as security and safety guarantee. From the result of QFD, the overall technical response that needs to be done to reach customer needs is online facility to absorb customer feedback, longer service period, and improvement of communication procedure with customers. It is formed by two segments of the customers of motorcycle taxi online namely the segment of empathy and responsiveness.
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Smith, Jeffery, Sidney Anderson, and Gavin Fox. "A quality system’s impact on the service experience." International Journal of Operations & Production Management 37, no. 12 (December 4, 2017): 1817–39. http://dx.doi.org/10.1108/ijopm-12-2015-0737.
Анотація:
Purpose The purpose of this paper is to examine the interplay between technical and social systems within an organization that potentially affect the service experience, as perceived by end customers. Design/methodology/approach The paper explores the potential impact of an integrated service quality system on the service experience. A conceptual model is presented, accompanied by a detailed development of the hypotheses. Two samples (Study 1: n=474, Study 2: n=225) of consumers are used to empirically test the proposed model. Findings The analysis reveals the impact a technical system has on employees’ inherent abilities (i.e. the social system), which, in turn, affect the overall assessment by customers. Additionally, the situation in which an employee works (i.e. operating environmental conditions) results in differences in the model. Research limitations/implications This paper’s main implication is this paper employs established theory to develop a model that is empirically tested to show that implementing and maintaining a quality-oriented service system can positively influence the overall customer experience. The limitations are based primarily on the methodology in which individual employees assessed all aspects of both the social and technical systems. Practical implications Managers should be diligent in their design and implementation of the quality components as these affect the work setting in which employees operate. Originality/value Prior research has neither explored an integrated service quality system’s impact on the service experience nor employed an established theoretical framework. This work accomplishes both with the results providing contributions to both theory and practice.
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Rao, Sridevi S., Ray Eberts, M. U. Thomas, and Robert Plante. "A Fuzzy Set Approach in the Quantification of Technical Support Service Quality." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 42, no. 6 (October 1998): 564–68. http://dx.doi.org/10.1177/154193129804200609.
Анотація:
Consumers' perceptions of service quality are highly qualitative as well as subjective. Individual variation exists in the meaning of “low,” “medium,” or “high” levels of service quality. A framework for quantifying the service quality dimension levels for technical support service is presented in the current study. Results are combined with the utility values of the dimension levels obtained through conjoint analysis. Customers' behavioral intentions subsequent to the quality of the technical support they experience are also found empirically. The methodology presented in this research can be used in improving the comprehensibility and quantification of service quality.
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Atkinson, Sarah J. "Anthropology in research on the quality of health services." Cadernos de Saúde Pública 9, no. 3 (September 1993): 283–99. http://dx.doi.org/10.1590/s0102-311x1993000300016.
Анотація:
Current crisis in the health sector has increased research directed towards quality of health services. Public health research on quality of services commonly assessed adherence to predefined criteria for building structure, equipment and technical procedures. The paper explores the contribution anthropology can make to health services research by including a lay perspective in quality evaluation. Rapid approaches to the lay perspective assume that conflict between the providers and users of health services result only from the different explanatory models and are thus resolvable through training and education. The holistic approach of anthropology demonstrates that service quality must be located in the wider contexts of health service structure, and the socio-economic circumstances of user's lives as well as differences between medical and lay models of health.
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Masoud, Emad Yusuf. "The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE." Transnational Marketing Journal 8, no. 1 (April 6, 2020): 75–94. http://dx.doi.org/10.33182/tmj.v8i1.846.
Анотація:
This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.
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Wang, Zhenning, Zhengzhi (Gordon) GUAN, Fangfang Hou, Boying Li, and Wangyue Zhou. "What determines customers’ continuance intention of FinTech? Evidence from YuEbao." Industrial Management & Data Systems 119, no. 8 (September 9, 2019): 1625–37. http://dx.doi.org/10.1108/imds-01-2019-0011.
Анотація:
Purpose The purpose of this paper is to investigate the effects of trust in service and structural assurance on the continuance intention of FinTech services, and the roles of technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing trust in service and structural assurance. YuEbao is selected as the subject as it is a representative example of FinTech services in China. Design/methodology/approach A survey questionnaire was deployed and a ten-point sliding scale with two-decimal points was applied to improve the accuracy of the questionnaire. Partial least squares structural equation modeling was used to analyze the data. Findings Trust in service and structural assurance can encourage continuance intention of FinTech service. System quality, situational normality and subjective norm can boost the development of trust in service. Both herding and subjective norm can affect structural assurance significantly. Research limitations/implications The study highlights the important roles played by technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing the two levels of trust (i.e. trust in service and structural assurance). It also validates the influences of trust in service and structural assurance on encouraging customers’ continuance intention in the novel context of FinTech. Practical implications The findings of this study can be used by practitioners to encourage customers to continue using their FinTech services. To encourage continuance, service providers can improve the quality of their system, design the system to be aligned with customers’ using habits and show customers that their close friends are also using the service. Originality/value This study adds to the existing body of trust literature by investigating the direct effects of trust in service and structure assurance on continuance intention and how these two levels of trust are developed from technical and social aspects. It generates interesting insights into customers’ continuance behavior of FinTech services.
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Buckley, Jay, and David Mank. "New Perspectives on Training and Technical Assistance: Moving from Assumptions to a Focus on Quality." Journal of the Association for Persons with Severe Handicaps 19, no. 3 (September 1994): 223–32. http://dx.doi.org/10.1177/154079699401900310.
Анотація:
The last decade was a period of radical change in our understanding of organizational performance and culture. A focus on quality has resulted in new ways of discussing and seeking to improve both organizational performance and individual performance. Current personnel training and technical assistance activities in services for persons with severe disabilities tend to be based on assumptions that pre-date these changes. In this article those assumptions are discussed. We review the quality perspective and describe how it changes relationships and roles among managers, direct service staff, and technical assistance and training providers. We believe that the focus on quality is applicable to all social service organizations. However, in this paper, we provide examples of the use of basic quality improvement structures in relation to training and technical assistance as applied primarily to supported employment.
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Kehoe, T., and L. J. Rugg. "From technical quality assurance of radiotherapy to a comprehensive quality of service management system." Radiotherapy and Oncology 51, no. 3 (June 1999): 281–90. http://dx.doi.org/10.1016/s0167-8140(99)00053-5.
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Tri, Le Dinh Minh, Tran Thi Hoang Lam, and Nguyen Quang Trang. "Service quality in higher education: Applying HEdPERF scale in Vietnamese universities." HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - SOCIAL SCIENCES 11, no. 1 (June 29, 2021): 101–15. http://dx.doi.org/10.46223/hcmcoujs.soci.en.11.1.1905.2021.
Анотація:
As the higher education sector is more competitive and globalized, service quality and student satisfaction are increasingly essential and attract more attention. However, research on this topic usually employed general service models applied for the higher education context. This paper investigates the service quality in higher education by combining the HEdPERF model and the popular two-dimensional service quality model to link the general and context-focused perspective. Data were obtained from 335 respondents who are students in Vietnamese universities. Findings indicate the effects of functional and technical service quality on student satisfaction and determine each HEdPERF dimension’s relationships on the two dimensions of service quality. This study contributes to understanding the path from service performance in the higher education sector, service quality dimensions, and satisfaction. This also provides suggestions for Vietnamese universities in improving their performance and services.
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Ghebremichael, Asmerom Atewebrhan. "Determinants of behavioural intentions in the audit market." International Journal of Quality and Service Sciences 11, no. 1 (March 18, 2019): 87–103. http://dx.doi.org/10.1108/ijqss-10-2017-0091.
Анотація:
PurposeThis study uses conceptualizations and models of service quality and behavioural intentions from the service marketing and audit quality literature to investigate the influence of supervisory board members’ perceptions about various dimensions of audit quality on their behavioural intentions. These dimensions pertain to auditor’s technical competence, functional (service) quality and auditor independence.Design/methodology/approachA survey of supervisory board members of large and medium companies in The Netherlands is made to identify audit quality dimensions. The multivariate analysis is used to identify the quality dimensions influencing supervisory board members’ behavioural intentions.FindingsOverall, the author’s results indicate that the quality dimensions identified in this study have significant influence mainly in the supervisory board members’ intention to refer their auditors to an acquaintance. In this regard, the salient determinants are the functional quality dimensions and auditor independence. The technical quality dimensions are not found to be crucial. In contrast, most of the quality dimensions are not significant determinants of supervisory board members’ intention to retain or recommend the purchase of non-audit services from the auditor albeit having a minor influence. The results have some implications for regulators and audit firms.Research limitations/implicationsThe author’s results are limited by the low response rate that did not allow us to conduct factor analysis on all the functional and technical variables at the same time.Originality/valueThis paper is the first to integrate service quality and behavioural intentions concepts from the marketing literature and auditing literature and apply it in a corporate governance setting.