Impact of SERVQUAL on Day Care Satisfaction — Role of Family Participation

BackgroundWhile health service provisioning for the chronic condition Type 2 Diabetes (T2D) often involves a network of organisations and professionals, most evidence on the relationships between the structures and processes of service provisioning and the outcomes considers single organisations or solo practitioners. Extending Donabedian’s Structure-Process-Outcome (SPO) model, we investigate how differences in quality of life, effective coverage of diabetes, and service satisfaction are associated with differences in the structures, processes, and context of T2D services in six regions in Finland, Germany, Greece, Netherlands, Spain, and UK.MethodsData collection consisted of: a) systematic modelling of provider network’s structures and processes, and b) a cross-sectional survey of patient reported outcomes and other information. The survey resulted in data from 1459 T2D patients, during 2011–2012. Stepwise linear regression models were used to identify how independent cumulative proportion of variance in quality of life and service satisfaction are related to differences in context, structure and process. The selected context, structure and process variables are based on Donabedian’s SPO model, a service quality research instrument (SERVQUAL), and previous organization and professional level evidence. Additional analysis deepens the possible bidirectional relation between outcomes and processes.ResultsThe regression models explain 44% of variance in service satisfaction, mostly by structure and process variables (such as human resource use and the SERVQUAL dimensions). The models explained 23% of variance in quality of life between the networks, much of which is related to contextual variables. Our results suggest that effectiveness of A1c control is negatively correlated with process variables such as total hours of care provided per year and cost of services per year.ConclusionsWhile the selected structure and process variables explain much of the variance in service satisfaction, this is less the case for quality of life. Moreover, it appears that the effect of the clinical outcome A1c control on processes is stronger than the other way around, as poorer control seems to relate to more service use, and higher cost. The standardized operational models used in this research prove to form a basis for expanding the network level evidence base for effective T2D service provisioning.

Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry. Design/methodology/approach – The authors delivered 1,000 questionnaires to customers, from which 756 were valid and useable for data analysis. For the managers' sample, 350 questionnaires were delivered to managers, from which 256 were valid for data analysis. Utilizing structural equation modeling, and after a series of exploratory and confirmatory factor analyses, the authors tested the theoretical five dimensional SERVQUAL model and tested their effect on customers' satisfaction and business performance, respectively. Findings – It was found that SERVQUAL is a three‐dimensional construct as opposed to five, as proposed by the original hypothesised model. From customers' point of view, SERVQUAL consists of three dimensions that are reliability, tangibility and interaction quality (empathy, assurance, and responsiveness). From managers' points of view, SERVQUAL consists of three dimensions that are empathy, tangibility‐reliability, and responsiveness‐assurance. Research limitations/implications – SERVQUAL is used to measure service quality from both customers' and managers' perspectives and it is found that SERVQUAL dimensions and items are different from the two samples' perspectives. A very fruitful area of future research is to investigate why and how SERVQUAL dimensions and items are different from customers' and managers' perspectives, as well as examining antecedents and consequences of service quality. Managers of mobile service operators have empirical evidence regarding SERVQUAL dimensions from customers' and managers' perspectives comparatively. Originality/value – This is the first attempt to examine the SERVQUAL dimensions from customers' and managers' and employees' perspectives, comparatively, in Jordan and then examine their effects on customer satisfaction and business performance, respectively. The authors' results also provide significant managerial implications on how to manage the service quality dimensions and the vital role they play to ensure customer satisfaction and business performance alike.

Service quality (servqual) in information system (IS) has been an interesting research topic recently. Various business types has emerged new dimensions of information system needs. IS servqual dimensions should be investigated through different kinds of business types.Previous studies has yield varying results. This research studies the effect of IS servqual dimension toward user satisfaction in e-voucher business. Data was collected from 108 respondents that are e-voucher reseller. There are five servqual dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Tangible were excluded from test because IS provider does not facilitate hardware, employee, and any tangible asset to user. Based on regression result analysis, this research concluded that tested servqual dimensions has significantly influenced user satisfaction, unless assurance. This result shows that user satisfaction for business type that relied on IS as communication tool mostly influenced by reliability, responsiveness and empathy rather than assurrance. This might caused by However, further research needed to explore the usability of IS for reseller’s accounting data and to concern servqual dimension for another type of business and variable expansion also.

Community-based mental health care requires the involvement of staff, patients, and their family members when both planning intervention programmes and evaluating mental health outcomes. The present study aimed to compare the perceptions of these three groups on two important subjective mental health outcome measures--needs for care and service satisfaction--to identify potential areas of discrepancy. The sample consisted of patients with a DSM diagnosis of psychosis and attending either outpatient or day centres operating in a community-based care system. Staff, patients and family members were assessed by using the CAN and the VSSS to evaluate, respectively, needs for care and service satisfaction. Kappa statistics were computed to assess agreement in the three groups. Patients identified significantly fewer basic (e.g. daytime activities, food, accommodation) and functioning needs (e.g. self-care, looking after home, etc.) than staff or family members. Only fair levels of agreement were found in the three groups (average kappa was 0.48 for staff and patients, 0.54 for staff and family members, and 0.45 for patients and relatives), with patients and family members showing more areas of discrepancies in both needs and service satisfaction. These findings provide further support for the idea that mental health services should routinely involve patients and their relatives when planning and evaluating psychiatric intervention and that this policy is a premise for developing a partnership care model.

BackgroundMeasures in nursing research frequently use Likert scales that yield ordinal data. Confirmatory factor analysis using Pearson correlations commonly applies to such data, although this violates ordinal scale assumptions.ObjectivesThe aim of this study was to illustrate the application of polychoric correlations and polychoric confirmatory factor analysis as a valid alternative statistical approach using data on family members’ perceived support from nurses as an exemplar.MethodsA primary analysis of cross-sectional data from a sample of 800 participants using data collected with the Iceland-Family Perceived Support Questionnaire was conducted using polychoric versus Pearson correlations, analysis of variance, and confirmatory factor analysis.ResultsA two-factor measurement model was compatible with data from family members in the Ugandan care settings. Two contextual factors (cognitive and emotional support) constituted the family support measurement model. A factor correlation indicated that the two factors reflected distinct but closely related aspects of family support. Polychoric correlation revealed 13.8% (range: 5.5%–25.2%) higher correlations compared to Pearson correlations. Moreover, the polychoric agreed with the data, whereas the Pearson confirmatory factor analysis did not fit based on multiple statistical criteria. Analyses indicated a difference in emotional and cognitive support perception across two family characteristics: education and relationship to the patient.DiscussionA polychoric correlation suggests stronger associations, and consequently, the approach can be more credible with an ordinal Likert scale than Pearson correlations. Hence, polychoric confirmatory factor analysis can address a larger proportion of variance. In nursing research, polychoric confirmatory factor analysis can confidently be utilized when conducting confirmatory factor analysis of ordinal variables in Likert scales. Furthermore, when a Pearson confirmatory factor analysis is used for ordinal Likert scales, the researcher should carefully evaluate the difference between the two approaches and justify their methodological choice. Even though we do not suggest dispensing with Pearson correlations entirely, we recommend using polychoric correlation for ordinal Likert scales.

The aim of the present study is to test the positive effect of private labels in the service sector on perceptions of service quality (the SERVQUAL dimensions) and service satisfaction. A total of 200 health club and 200 coffee shop/restaurant customers completed the study questionnaire. Overall, perception of the private label had a positive effect on service satisfaction through the mediation of perceptions of service quality. The impact of private label perception on service quality and satisfaction was stronger in the coffee shop/restaurant subsample. Service providers should consider implementing private branding strategies as a way to reinforce perceptions of service quality.

Background: Ride-sharing services have emerged as an alternative mode of urban transportation in Kathmandu Valley, aiming to address issues such as traffic congestion and limited public transport options. However, user satisfaction with these services remains uncertain due to varying service quality and operational challenges. Purpose: The purpose of the study is to assess the user's satisfaction with the ride-sharing service in Kathmandu Valley. Specifically, the study assesses the current status of ride-sharing services in the Kathmandu Valley to examine the impact of service quality on user satisfaction with ride-sharing services in the Kathmandu Valley, to identify the various challenges faced by ride-sharing services, and to propose potential solutions to address these challenges. Design/methodology/approach: This study adopted an explanatory research design. Expectation confirmation theory (ECT) is used for the study because SERVQUAL is based on the expectancy-disconfirmation paradigm, which states that service quality is defined as the degree to which consumers' pre-consumption expectations of quality are confirmed or contradicted by their actual perception of the service experience. The primary data for this study were collected from 417 respondents, using a non-probability convenience sampling method. Structured questions were administered through the KOBO toolbox to gather the necessary information. The collected data were then analyzed using descriptive and inferential statistics in MS Excel and SmartPLS 4.0. Findings: Tangibility, reliability, responsiveness, and empathy directly influence users' satisfaction in using ride-sharing services in the Kathmandu Valley; however, assurance had no direct influence on users' satisfaction. In the context of using ride-sharing services, Nepali customers are not yet accustomed to using ride-sharing services compared to developed countries. Besides, the major challenges faced by ride-sharing service users include long wait times, safety concerns, unavailability of rides, unfriendly or unprofessional driver behavior, pricing issues, vehicle cleanliness, payment options, and difficulty using the app. The major solutions to the challenges are short wait times, enhanced safety measures, sufficient ride availability, friendly or professional driver behavior, better pricing models, improved vehicle maintenance, more driver training programs, easy-to-use apps, and more payment options. Conclusion: This study concludes that tangibility, reliability, responsiveness, and empathy have a positive and significant relationship with users' satisfaction, whereas assurance is insignificantly correlated with user satisfaction. Keywords: Ride-sharing Service, Users' Satisfaction, SERVQUAL Dimension, Service Quality, Kathmandu Valley

Aim/Purpose: This study examined how service fairness and SERVQUAL dimensions influenced customer satisfaction and loyalty in mobile financial applications (MFAs) in Phnom Penh, Cambodia. As digital transformation reshapes financial services, understanding these factors is crucial for improving user experiences and fostering long-term engagement. Introduction/Background: Mobile financial applications (MFAs) have become an essential part of Cambodia’s urban financial ecosystem by providing accessible and cost-effective financial solutions. Despite their increasing usage, limited research exists on the factors influencing customer satisfaction and loyalty in this sector. This study aimed to bridge this gap by examining how service fairness dimensions (distributive, procedural, interpersonal, and informational) and SERVQUAL dimensions (reliability, responsiveness, assurance, and empathy) impacted customer satisfaction and loyalty. Methodology: A quantitative research methodology was employed to explore the relationships among service fairness, SERVQUAL factors, customer satisfaction, and loyalty. The study targeted individuals aged 18 and above who actively use MFAs in Phnom Penh. Due to the absence of precise population data, stratified purposive sampling was used to ensure diverse representation across Phnom Penh’s districts. Using Cochran’s formula with a 95% confidence level and a 5% margin of error, the study aimed for a sample size of 400 respondents, but 560 surveys were distributed to enhance reliability, yielding 470 valid responses. Data collection took place between May and July 2024 through online surveys and self-administered questionnaires distributed across various digital platforms. The survey instrument was structured into four key sections: demographic information, MFA usage experience, behavioral factors, and service fairness/SERVQUAL dimensions, which were measured on a five-point Likert scale. Survey items were adapted from prior studies to ensure measurement reliability and validity. The questionnaire was pretested with 30 respondents, and refinements were made to improve clarity and relevance. Advanced statistical techniques were used to analyze the data. Descriptive statistics provided an overview of respondent demographics and usage behavior. Cronbach’s Alpha was employed to assess reliability, while Confirmatory Factor Analysis (CFA) validated the construct dimensions. Structural Equation Modeling (SEM) was utilized to test the relationships among service fairness, service quality, customer satisfaction, and loyalty, with results presented through detailed statistical models and tables. Findings: The study revealed that both service fairness and SERVQUAL dimensions significantly influenced customer satisfaction, which, in turn, drives customer loyalty. Among service fairness dimensions, distributive and procedural fairness had the strongest effects on satisfaction, highlighting the importance of transparent processes and fair service outcomes. Customers responded positively to equitable resource allocation and well-structured procedural guidelines. Regarding SERVQUAL dimensions, responsiveness and assurance emerged as the most influential factors shaping customer satisfaction. Customers highly valued prompt responses to inquiries and the expertise and reliability of service providers. While empathy contributed to satisfaction, its impact was comparatively less pronounced. Customer satisfaction was found to mediate the relationships between service fairness, service quality, and loyalty. This underscored the necessity of fostering positive user experiences to enhance long-term customer retention and loyalty. The findings suggest that MFA providers should prioritize procedural fairness and responsiveness to optimize customer satisfaction and long-term engagement. Contribution/Impact on Society: This study provides empirical evidence of the role of service fairness and SERVQUAL factors in shaping customer satisfaction and loyalty in the Cambodian MFA market. While previous research has examined these factors in other industries, this study uniquely focused on MFAs in a developing Southeast Asian context. The findings emphasize the importance of fair service design and high-quality service delivery in building customer trust and loyalty. By implementing transparent service processes and prioritizing customer support quality, MFA providers can foster financial inclusion and promote sustainable business growth in emerging markets. Recommendations: For MFA providers, the study recommends emphasizing transparency, equitable service outcomes, and efficient customer support to enhance satisfaction and trust. Specifically, providers should: Improve distributive and procedural fairness by implementing clear, transparent, and fair resource allocation policies. Enhance responsiveness by ensuring customer inquiries are addressed promptly and effectively. Strengthen assurance through professional training programs that enhance staff expertise and reliability. Invest in customer service training to improve staff empathy and engagement with users. For researchers, further exploration into additional variables such as trust, security, and digital literacy could offer a more comprehensive understanding of MFA user behavior. Research Limitation: This study had several limitations. Its cross-sectional research design captured data at a single point in time, limiting the ability to infer causal relationships. Additionally, the study focused exclusively on Phnom Penh, restricting the generalizability of findings to other regions or countries. The reliance on self-reported data may have introduced potential bias, including social desirability bias. Future studies should adopt longitudinal designs and include a broader geographic scope to enhance research validity Future Research: Future studies should expand on this research by incorporating additional factors such as perceived security, trust, and digital literacy to provide deeper insights into customer satisfaction and loyalty in MFAs. Comparative studies across different regions or countries could reveal cultural differences in how service fairness and quality affect customer perceptions. Additionally, longitudinal studies tracking changes in satisfaction and loyalty over time would provide a dynamic perspective on user behavior and evolving service expectations.

The work family interface contains four unique factors based on studies from western countries. However, some of these studies have questioned the cross cultural adoption of psychological concept, and called for a re-validation prior to adoption. The main purpose of this study is to re-validate the four factor structure that defines the work family interface using participants from selected organisations in Nigeria. This is to show that the four factor model obtained with western participants, has cross-cultural application. It also determined if each factor contributes unique variance to the variance of job satisfaction. Using principal component, confirmatory factor, and hierarchical regression analyses, the study established four distinct factors of work family facilitation, family work facilitation, work family conflict, and family work conflict that define the work family interface, with each factor making unique contribution to the variance of job satisfaction.

The SERVQUAL model was developed by Parasuraman et al. (1988), who have identified five SERVQUAL dimensions (SDs) with 22 statements (predictor variables) and discussed its importance in driving the service quality of the service industry in satisfying consumers' expectations. In this study, 24 variables (statements) were structured based on the above SERVQUAL model. These 24 statements were grouped into six dimensions after confirmatory factor analysis. An analysis was done to evaluate the significance of these SDs through the perceptions of a few profile factors, namely, age, occupation, time of maturity of policy, and residential status. It was understood from the results of the analysis, that all these six SDs were found to be statistically significant and had very close association with service quality (SQ). The correlation analysis also confirmed the inter correlation of these SDS with one another in driving towards SQ.

Background: Patient satisfaction with nursing care is a critical indicator of healthcare quality, influencing treatment adherence and health outcomes. In Vietnam, there is limited research focusing specifically on patient satisfaction with nursing care and the mediating role of compassionate care. Objectives: This study aims to: (i) assess patient satisfaction with nursing care, focusing on its quality and compassionate care; (ii) examine the relationships between nursing care quality, compassionate care, and patient satisfaction using multiple regression analysis; (iii) develop a model to improve patient satisfaction with nursing care based on these findings. Methods: A descriptive study was conducted on 304 patients hospitalized for a minimum of 72 hours at Hoan My hospital in Dong Nai, Vietnam. Participants were selected using systematic random sampling from the General Internal Medicine and General Surgery departments. Data were analyzed using multiple regression and path analyses to explore relationships between variables. Results: Patient satisfaction, nursing care quality, and compassionate care were rated positively, with mean scores of 3.54 ± 0.69, 3.46 ± 0.86, and 3.54 ± 0.67, respectively. Strong positive correlation were identified between patient satisfaction and both nursing care quality (r = 0.845) and compassionate care (r = 0.777). The analysis revealed that 72.9% of the variance in patient satisfaction was explained by medical-technical competence, identity-oriented approaches, and physical-technical conditions. Additionally, compassionate care explained 61.7% of the variance in satisfaction, with patient expectation and capable practitioner being key factors. Path analysis showed a significant indirect effect of nursing care quality on patient satisfaction mediated through compassionate care (β = 0.227, p < 0.001). Conclusions: The study found that patients rated nursing care quality and compassionate care very high resulting in strong satisfaction. Improving care quality through a compassionate approach can further enhance patient satisfaction. It is recommended to develop a culture of patient-centered care that values empathy, understanding, and addressing patients’ psychological and emotional needs.

Blitar is one of the areas with various tourist attractions, and many people depend on the economy in the tourism sector. If developed properly, the tourism sector can be used as an economic driver that can contribute significantly. One of the tourist attractions in Blitar is the Kampung Coklat agrotourism. This tourist location is in Plosorejo Village, Blitar Regency, East Java, Indonesia. Kampung Coklat agrotourism offers education about cultivating cocoa trees and processing and selling processed chocolate products. The right marketing strategy can make tourists always want to return to the tourist location. Therefore, researchers conducted further analysis to increase tourist satisfaction by using the ServQual dimension. Multiple linear regression is used to determine its effect on service satisfaction, both partially and simultaneously. The results of the analysis show that the contribution of the service quality dimension to tourist satisfaction simultaneously was 69.9 %; other factors outside the research influenced 30.1 %, for example, socio-economic factors such as income, education level, and number of household members. In other words, other factors outside the study influence the rest. The t-test results showed that the tangible and responsiveness variables partially do not affect tourist satisfaction. While the empathy, reliability, and assurance variables partially showed a significant effect on the dependent variable of tourist satisfaction. Simultaneously, tangible, responsiveness, empathy, reliability, and assurance variables considerably influence tourist satisfaction in Kampung Coklat Blitar. The conclusion is that visitors to the Kampung Coklat agrotourism are satisfied with the management by providing good and quality services

Social resource theory suggests that social interaction can be conceived as resource transaction or exchange with behaviours falling within six fundamental resource categories (i.e. love, status, information, money, goods, and services) organised along two underlying dimensions: particularism–universalism and concreteness–abstractness. With the purpose of extending knowledge about quality of care, this study adopts a novel approach in that it describes and categorises care behaviours using social resource theory instead of using single instances of care behaviour. The categorisation is further used to predict client satisfaction in care services targeting older people. Daily interactions between care staff and older persons were observed in two different residential care facilities using a structured non-participant observation design. The data were analysed using principal component analysis, correlation, and regression analysis. The results confirmed the hypothesis that satisfaction with care services is predicted by resource transactions that are high on the underlying dimensions of particularism and abstractness. Thus, the resource categories of love and status (resource categories high on particularism and abstractness) were shown to be strong predictors of client satisfaction. The use of social resource theory is a novel and appropriate approach to examine person-centred care and satisfaction with care. Also, in addition to addressing potential problems in previous self-report studies on care staff behaviour, the observational technique was highly practical to this service area where dealing with clients not always able to provide feedback directly.

This study investigates the relationship between service quality and client satisfaction in the Philippine public sector, with a specific focus on the Games and Amusements Board (GAB). Despite the growing emphasis on citizen-centered governance, limited empirical studies have examined how service quality dimensions influence client satisfaction in regulatory agencies that supervise professional sports and games. Addressing this gap, the study aimed to assess the impact of the SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, on the satisfaction of clients using services from GAB. Utilizing a quantitative research design, data were collected from 408 respondents through a structured survey instrument. Descriptive statistics, Pearson correlation, and stepwise multiple linear regression analysis were employed to analyze the data. Results revealed that all five service quality dimensions have a statistically significant and positive correlation with client satisfaction. Among them, empathy (B = 0.325, p < 0.001) emerged as the strongest predictor, followed by responsiveness (B = 0.299, p < 0.001) and tangibility (B = 0.191, p < 0.001). The model yielded an R2 value of 0.815, indicating that the SERVQUAL dimensions can explain 81.5 percent of the variance in client satisfaction. These findings emphasize the critical importance of strengthening GAB’s service delivery, particularly in terms of understanding client needs, providing timely and helpful responses, and maintaining clean facilities, well-maintained equipment, and the professional appearance of staff. While tangibility may not connect with clients on an emotional level like empathy or respond to their needs as directly as responsiveness, it still helps shape how clients perceive the quality of service and whether they can trust it. The study provides empirical evidence to support quality enhancement initiatives and performance reforms in the public service sector. It concludes with recommendations for continuous service quality assessment and stakeholder engagement to sustain client-centered regulatory practices.

2013 Background: Hospitalized patients with cancer often experience high symptom burden, which may impact their care satisfaction and use of health care services. Yet, studies describing these patients’ care satisfaction, symptom burden, and health care utilization are lacking. Methods: We prospectively enrolled patients with cancer and unplanned hospitalizations from 9/2014-4/2017. Upon admission, patients self-reported their care satisfaction (FAMCARE items asking about satisfaction regarding speed with which symptoms are treated and coordination of care) and physical (Edmonton Symptom Assessment System [ESAS]) and psychological (Patient Health Questionnaire 4 [PHQ4]) symptom burden. We used regression models to identify patient factors associated with care satisfaction. We also explored associations between patients’ care satisfaction, symptom burden, and hospital length of stay (LOS) in models adjusted for age, sex, marital status, comorbidity score, cancer type, cancer documented as curable/incurable, time since cancer diagnosis, and admission to a dedicated oncology service. Results: We enrolled 1,576 of 1,749 (90.1%) consecutive patients (mean age = 63.19±13.39 years, 46.3% female). Most reported being very satisfied/satisfied with the speed with which symptoms are treated (89.0%) and coordination of care (90.1%). Older age (B = 0.01, P < .02 for both) and admission to a dedicated oncology service (B = 0.20, P < .01 for both) were each independently associated with higher satisfaction with the speed with which symptoms are treated and coordination of care. Higher satisfaction with the speed with which symptoms are treated was associated with lower PHQ4 depression (B = -0.14, P = .01), PHQ4 anxiety (B = -0.11, P < .01), ESAS physical (B = -1.30, P < .01), and ESAS total (B = -2.44, P < .01) symptoms. Higher satisfaction with coordination of care was associated with lower PHQ4 depression (B = -0.14, P = .02), PHQ4 anxiety (B = -0.16, P < .01), ESAS physical (B = -1.30, P < .01), and ESAS total (B = -2.75, P < .01) symptoms. Satisfaction with the speed with which symptoms are treated (B = -0.47, P = .03) and coordination of care (B = -0.50, P = .03) were both associated with shorter hospital LOS. Conclusions: Most hospitalized patients with cancer reported high care satisfaction, which was associated with older age and admission to a dedicated oncology service. We found relationships among higher care satisfaction, lower symptom burden, and shorter hospital LOS, underscoring the importance of efforts to enhance symptom management and care coordination in this population.