An Empirical Assessment of Servicescape Quality and its Impact on Passenger Experience in Rail Transport

Purpose – The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants. Design/methodology/approach – The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis. Findings – The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service. Research limitations/implications – The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential. Practical implications – Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level. Social implications – This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development. Originality/value – The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.

Exploring different airport users’ service quality satisfaction between service providers and air travelers

This study proposes and tests a conceptual model of service quality in recreational sport. The proposed model is based on a current conceptualization of service quality, which suggests that service quality is a multidimensional and hierarchical construct ( Brady & Cronin, 2001 ; Dabholkar, Thorpe, & Rentz, 1996 ). In the proposed model, service quality consists of four primary dimensions which are defined by several corresponding subdimensions: (a) program quality - range of program, operating time, and information, (b) interaction quality - client-employee interaction and inter-client interaction, (c) outcome quality - physical change, valence, and sociability, and (d) environment quality - ambient condition, design, and equipment. The authors test the conceptual model using structural equation analyses and the findings support the conceptualization. Practical implications for recreation facility managers and sport marketers are discussed.

PurposeThe purpose of this paper is three‐fold: first, to propose a model for measuring service quality in a skiing resort; second, to investigate the contribution of place attachment on the prediction of customers' loyalty, and third, to examine the influence of service quality on the development of place attachment.Design/methodology/approachA total of 264 (n=264) recreational skiers participated in the study, and filled the two‐dimensional place attachment questionnaire and a service quality questionnaire, which was based on Brady and Cronin's three‐dimensional service quality model (physical environment quality, interaction quality, outcome quality).FindingsThe results of the study indicate that skiers' loyalty was significantly predicted by both the place attachment dimensions (place identity and place dependence). Furthermore, place attachment was significantly predicted by the interaction and physical environment service quality dimensions.Research limitations/implicationsThe research was limited because it was based on one skiing resort. Testing it on many would give a more accurate result. Expansion of the theoretical model in other tourist destinations would also provide a more accurate result.Practical implicationsStrategies to develop customer loyalty and for the development of place attachment are discussed. A model of measuring service quality in skiing resorts is presented.Originality/valueThe paper proposes a model for measuring service quality in skiing resorts. It also introduces the construct of place attachment and its value for predicting customer loyalty.

The role of physical and social environments on the loyalty toward urban rail services: A consideration of stations and onboard

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

Aim: This research aims to explain the positive influence of interaction quality, physical environment quality, and environmentally friendly practices on brand personality and brand reputation with customer experience as a mediating variable. This is important and interesting to discuss because it is necessary to implement marketing strategies in a brand or company.
 Study Design: Service quality is evaluated based on interaction quality and physical environment quality and green marketing is evaluated based on physical environmentally friendly practices.
 Place and Duration of Study: This research was conducted in Indonesia from September 2023 to February 2024.
 Methodology: The study used a convenience sampling method and generated 350 respondents. Primary data for this study was obtained through an online questionnaire. Data analysis was conducted using Structural Equation Model modeling with AMOS 24.
 Results: The results of this study show that (1) the quality of interactions, the quality of the physical environment, and environmentally friendly practices have a positive and significant effect on customer experience. (2) Interaction quality, physical environment quality, environmentally friendly practices, and brand personality have a positive influence on brand reputation. (3) Customer experience has a positive and significant influence on brand personality and brand reputation.
 Conclusion: This research provides new insights into the influence of service quality and green marketing in a company or brand. Companies must manage these two things to improve the brand personality and brand reputation of the company, especially in the food and beverages sector.

The purpose of this study is to examine the relationship between the physical environment, product price and product quality to consumer impressions. Quantitative research method with commercial causal design. The sample used amounted to 85 customers of Skapat Coffee House, Boyolali. The sample was carried out with a saturated sample, with a data collection method by spreading questionnaires. The data were processed with SPSS using multiple linear regression analysis methods. The results of the study revealed that the physical environment, price and product quality have an influence on consumer impressions at Skapat Coffee House. Thus, a well-managed physical environment, pricing and good product quality will be able to influence the impression of a consumer. Consumers that must be paid attention to by coffee lovers.

This study aimed to determine direct and indirect effect of the three elements of food service quality dimensions which consisted of quality of physical environment, food and service both on customer satisfaction and behavioral intentions based on the Kisang’s Model (2012).The data obtained from the distribution of questionnaires to 300 respondents in Pekanbaru, Indonesia. The data were collected bypurposivesampling technique. The data were analyzed by using inferential statistics using path analysis with PLS.The research result showed that directly, thequality of physical environment and food quality had a significant and positive effect on behavioral intentions. However, service quality did not have significant effect onbehavioral intentions. Indirectly,customer satisfaction affected significantly and positively, which means that it mediated between quality of physical environment, food and service of behavioral intentions. Keywords: Physical environment quality, food quality, service quality, customer satisfaction dan behavioral intentions. DOI : 10.7176/EJBM/11-29-02 Publication date :October 31 st 2019

This study investigated the physical environment, professional development, and teaching quality in Chinese universities to propose a program for enhancing teacher education. A descriptive research design was employed, surveying 460 teachers selected from three universities (sample size determined using Raosoft). Respondents’ profiles (sex, age, education, service length) were documented. Physical environment was assessed based on adequacy, arrangement, sense of control, and symbolic features. Professional development evaluated thematic knowledge, educational technology, research base, educational design, and human resource development. Teaching quality was measured in terms of competence, content, and method. Findings revealed a majority of male respondents, aged 26-30, with master’s degrees and less than five years of service. Arrangement was considered significant in the physical environment, and Educational Designing was deemed crucial for professional development. Competence was the dominant aspect of teaching quality. A significant difference in symbolic characteristics was found when grouped by age. Furthermore, there was an important relationship identified among physical environment, professional development, and teaching quality.

This study aims to identify and assess population density that causes slums and physical effects on the environment in the Simpang Dago area. The methodology used is a qualitative research method on the object's condition by conducting a literature study and collecting related documents. The study was conducted with a case study in one area in the city of Bandung. The results showed that the achievement of comfort, safety, health, and mutual satisfaction is expected to help reduce population density impact in the Simpang Dago area. To achieve that goal, a study of population density impact on the quality of the physical environment. The solution of densely populated areas problem by relocating residents and providing affordable vertical housing by considering various aspects. The implication of this study's results is due to the dense population and houses' distance is too close; therefore residents around the Simpang Dago area must be concerned about their environment's cleanliness. In addition, not all population density gives negative impacts to the quality of an area's physical environment, depending on the residents' awareness.

BackgroundActivity limitation is one of the most frequent geriatric clinical syndromes that have significant individual and societal impacts. People living with activity limitations might have fewer opportunities to be satisfied with life or experience happiness, which can have a negative effect on their quality of life. Participation and environment are also important modifiable variables that influence community living and are targeted by health interventions. However, little is known about how quality of life, participation and environment differ according to activity level. This study examines if quality of life, participation (level and satisfaction) and perceived quality of the environment (facilitators or obstacles in the physical or social environment) of community-dwelling older adults differ according to level of activity.MethodsA cross-sectional design was used with a convenience sample of 156 older adults (mean age = 73.7; 76.9% women), living at home and having good cognitive functions, recruited according to three levels of activity limitations (none, slight to moderate and moderate to severe). Quality of life was estimated with the Quality of Life Index, participation with the Assessment of Life Habits and environment with the Measure of the Quality of the Environment. Analysis of variance (ANOVA) or Welch F-ratio indicated if the main variables differed according to activity level.ResultsQuality of life and satisfaction with participation were greater with a higher activity level (p < 0.001). However, these differences were clinically significant only between participants without activity limitations and those with moderate to severe activity limitations. When activity level was more limited, participation level was further restricted (p < 0.001) and the physical environment was perceived as having more obstacles (p < 0.001). No differences were observed for facilitators in the physical and social environment or for obstacles in the social environment.ConclusionThis study suggests that older adults' participation level and obstacles in the physical environment differ according to level of activity. Quality of life and satisfaction with participation also differ but only when activity level is sufficiently disrupted. The study suggests the importance of looking beyond activity when helping older adults live in the community.

(1) Background: The last few decades have seen researchers giving considerable attention to the physical context of early childhood care and development (ECCD) centers because many of the underlying processes that link physical context are quite similar to psychosocial environmental factors regarding child development. However, research on the physical environments, and the employees’ understanding of the importance of physical environments, is often underestimated. The purpose of this study was to assess the quality of the physical environments of ECCD centers in the Cape Coast Metropolis, Ghana, and ascertain whether being a private or public center (center auspices) would be associated with the quality of its physical environment. A further inquiry into the educators’ understanding of the importance of physical environment on children’s developmental outcomes was made. (2) Methods: Using a sequential explanatory mixed-methods research design, all 160 ECCD centers in the Cape Coast Metropolis were assessed using a modified version of the Children’s Physical Environment Rating Scale (CPERS) and a semi-structured interview guide. (3) Results: Descriptive statistics indicated that more than half of the ECCD centers, 56%, rated “fair” on the quality of their physical environment. Although the locations and sites of these centers were of good quality, other physical environmental characteristics (i.e., “Planning of the Centre”, “Building as a Whole” and “Outdoor Space”) of ECCD centers were also rated to be fair. A Chi-square test showed that center auspices (i.e., being private or public) were not significantly associated with the quality of the physical environments of the centers [χ2(2) = 2.490, p > 0.05], suggesting no significant difference between private and public ECCD centers in terms of the quality of their physical environment. A follow-up qualitative inquiry identified two themes as reasons why play yards in early years’ schools were not good: a ‘‘lack of funding” and “governmental support”. (4) Conclusions: Our findings suggest that the physical environments of ECCD centers are, to some extent, compromised. Stakeholders (e.g., Ghana Education Service, non-governmental/religious organizations, and private entrepreneurs) should help improve the quality of physical environments and also provide financial assistance for the provision of basic equipment (e.g., learning materials) for private and public ECCD centers in the Cape Coast Metropolis. Educators require in-service training to boost their in-depth understanding of the importance of physical environments on children’s developmental outcomes. Future studies could target children’s perceptions of their preschools’ physical environments as useful empirical information to help guide appropriate policy interventions.

Inpatients’ and outpatients’ satisfaction: The mediating role of perceived quality of physical and social environment

Understanding accessibility through public transport users' experiences: A mixed methods approach