Antecedents Of Service Quality Research Articles

Too much of a good thing? The unforeseen importance of knowledge management and role clarity as antecedents of service quality in private hospitals in Ghana

The effective management of employees’ knowledge has been described as a critical ingredient for organizations seeking to ensure sustainable strategic competitive advantage in the market place. The goal of the study was to examine how knowledge management affect workers' job clarity and service quality. The cross-sectional survey approach was used in this study while purposive sampling technique was employed to select private hospitals. The research included 300 employees from Trust Hospital, Otoo Memorial Hospital, and Cocoa Hospital, all of which are private institutions in Ghana. Data was collected using the questionnaire. The analysis was done using Statistical Package for Social Sciences (SPSS) version 20 and Structural equation modeling. The findings demonstrated that service quality and knowledge management had a beneficial association.

Impact of COVID-19 prevention measures on health service quality, perceived value and user satisfaction. A structural equation modelling (SEM) approach

ObjectiveTo explain using a structural equation model to patient satisfaction by analysing confidence in preventive measures against COVID-19 as an antecedent of this satisfaction and the effect that these measures have on the antecedents of service quality and perceived value. DesignAn observational cross-sectional study. SiteOnline survey was sent via social networks for recruiting citizens resident in Spain. ParticipantsThe final sample consisted of 149 women and 122 men. The mean age of the participants was 36.73 years, all of whom were health service users. InterventionsNo interventions were conducted in the study. Main measurementsThe study variables for the development of the structural equation model were: confidence in COVID-19 safety protocol, perceived value, quality and user satisfaction. ResultsThe results showed a direct and positive effect of confidence in COVID-19 safety protocol on the quality of services provided, perceived value and user satisfaction. ConclusionsThe study is expected to be of interest to those in charge of designing protective measures against the spread of diseases, health centre managers and marketing professionals interested in the improvement user satisfaction, affected as a result of the current pandemic.

Assessment of the Service Performance of Zakah Institutions in Gombe Metropolis, Nigeria

Zakah is an important tool in Islamic economic system, it plays a crucial role in reducing some social and economic problems such as poverty, unemployment, indebtedness and inequitable redistribution of income in the Muslim communities. The Zakah institutions in Gombe metropolis are said to practice favouritism and unfair service quality and distribution of Zakah funds among recipients. The main objective of this study is to empirically examine perception of the Zakah recipients towards the services provided by the institutions. This study adopted descriptive survey design approach. PLS-SEM is employed to test the hypothesized model of the study. The result reveals that reliability, responsiveness and assurance significantly affect performance of Zakah institutions but tangibility and empathy were found to be insignificant. The study recommends the need for Zakah institutions in Gombe metropolis to consider improving the tangibles and empathy dimensions of service quality. The study also recommends the need to concentrate on the antecedents of service quality as it will assist Zakah institutions to improve performance. Lastly, the study suggests the establishment of Zakah board that will serve as regulatory body in charge of supervising the activities of private Zakah institutions in Gombe state.

Evaluating Service Quality and Service Value in Manufacturer-Distributor Settings: A Systems Approach

ABSTRACT Purpose – The purpose of this study is to examine the antecedents of service quality and customer value in a manufacturer-distributor context by elaborating the basic principles of general systems theory. Based on previous research in the field we demonstrate how an initially multidimensional and complicated phenomenon can be explained and predicted by a relatively simple research model. Methodology/approach – After the theoretical discussion, this paper develops a systemic research model for measuring service quality and customer value. The model suggests that input dimensions positively affect process dimensions, which subsequently have a positive effect on output quality. It shows the mechanisms by which factors outside the traditional service management domain impact service outcomes directly and indirectly. Quantitative empirical research was carried out in order to test the hypotheses inherent in the research model, and the data were analyzed using the partial least squares (PLS) method. Findings – Study findings support the widespread idea that perceived service quality and customer value are grounded in the quality of the service process and also on critical input factors. Considering both direct and indirect effects, it seems that the most significant driver behind the service quality and customer value is employee response followed by employee assurance. Nevertheless, it is important to note that both tangibles and visuals (visually appealing physical facilities, equipment, and appearance of personnel), as well as information items (quality and accessibility of information and communication quality), are quite strong predictors of the associated process structures. These service attributes should not be rejected when in pursuit of a comprehensive quality policy in practice. Research Implications – The chief contribution of this study to the research community is that a more definite conceptualization and explanation of the service success can be found by the general systems theory. Practical Implications – Our advice to practitioners, and above all to service management, is that they must do everything in their power to increase the level of employee responsiveness. Without ignoring other dimensions in the quality system, the soft metrics inherent in employee assurance are valued highly by customers. Originality/value – The research model reveals previously unrecognized interactions between eight constructs. Our data and the empirical tests confirm that the adopted approach explains service quality and customer value exceptionally well. In addition to the explanatory power of the proposed approach, due to the methodology chosen, it also has strong predictive power. Thus, the model can be used to predict observations for cases that are similar to the case used in the sample. Even though the specific focus of the study is on the manufacturer-distributor context, the results are applicable to service management in general.

Bank service quality: perception of customers in the Greater Accra Region of Ghana in the post banking sector reforms era

PurposeIn the wake of fierce competition that has ensued among banks to get a share of the depositors' funds after the banking sector reforms in 2017, this study attempts to investigate bank service quality and its influence on customer satisfaction and customer loyalty in the Greater Accra Region of Ghana.Design/methodology/approachUsing a sample of 753 respondents (bank customers), the study employs the structural equation modelling (SEM) using Smart-PLS to test the nature of relationships between service quality, customer satisfaction and customer loyalty using the SERVQUAL model.FindingsThe findings show that, with the exception of assurance, the remaining four antecedents of service quality, namely reliability, responsiveness, empathy and tangibility had significant positive influence on customer satisfaction. The results also show a significant positive influence of customer satisfaction on customer loyalty, implying that more satisfied customers in Ghana tend to become more loyal to their banks.Practical implicationsFor policy purposes, the authors recommend that banks should invest in improving service quality to drive customer satisfaction, loyalty and ultimately firm performance. The satisfied customer is a reliable source of bank viability and survival.Originality/valueTo the best of the knowledge of the authors, this is the first time a study on bank service quality has been done involving the management of banks in Ghana. This ensures the reliability of results. The findings of this study enhance knowledge of the positive relationship between service quality, customer satisfaction and loyalty using a modified SERVQUAL model.

Antecedents of Service Quality in Public Hospitals in South-South Geo-Political Zone of Nigeria

Antecedents of Service Quality in Public Hospitals in South-South Geo-Political Zone of Nigeria

Developing serving culture: focus on workplace empowerment

Purpose Based on the data gathered from healthcare organizations, the purpose of this paper is to identify new antecedents of service quality. The proposed model posits that workplace empowerment should increase a level of employee helping behaviors, thus supporting the development of a firm’s serving culture. Consequently, while focusing on two forms of workplace empowerment, the study empirically tests mediating paths that link structural empowerment and psychological empowerment with service quality via serving culture. The findings expand the understanding of how companies could better manage evolving demands of their customers. Furthermore, the project provides clear guidelines to practitioners by suggesting how firms should allocate their organizational resources to boost service quality. Design/methodology/approach The study uses the original survey data collected from healthcare organizations to empirically test the mediating paths linking structural empowerment, psychological empowerment and service quality via serving culture. The data were tested using structural equation modeling. Findings Although the initial model assumed that both types of workplace empowerment should play equally important roles in the development of serving culture, the data reveal the statistical significance of structural empowerment. Thereby, findings emphasize that in health care, employees must be provided with access to key organizational resources (e.g., vertical and horizontal information flow) to drive up quality of service. Originality/value This research is one of a few empirical studies examining antecedents of serving culture. An overall implication of the study should be a reinforced call for more empirical studies that could identify how companies could develop serving culture. Furthermore, the paper proposes that managers must remove structural barriers that may exist in their organizations to empower employees to better manage changing customer needs.

A STUDY OF ONLINE PURCHASE BEHAVIOUR OF CUSTOMERS IN INDIA

The recent growth of e-commerce and the consumer's increasing interest in purchasing over the net have significantly changed the landscape of Indian retail market. Today customers are inclined to accept the changes and keep their eyes on the benefits they can obtain from online retailers. The recent example of changing consumer purchase pattern is the flipkart's 'Big Billion day' Sale. The growth in online sales can be partially attributed to the Internet's advantages of providing large amounts of information quickly and inexpensively and its growing accessibility. Yet, to reach its full potential, business owners who use ecommerce as a distribution channel need a clearer understanding of who buys online, what they buy online, why they buy online, and how the non-Internet buyer can be transformed into an online buyer in order to increase online sale. The purpose of this study is to understand and analyze the factors effecting online purchase decisions of Indian customer. The paper attempts to identify the determinants of online purchase intentions of youths in Indian context. Based on extensive literature review, factors effecting online purchase intentions, antecedents of service quality and consumer attitudes were identified and a structured-non-disguised questionnaire was prepared. The data was collected through survey of 200 students of graduation and post-graduation courses in Bareilly region of Uttar Pradesh. The questionnaire contained questions about consumer demographics, security and privacy concerns, technological familiarity, past online shopping experiences and intentions to buy various types of products through internet in future. The findings of the study indicate that customer online purchase intentions are significantly related to their gender, education, age, security concern, technological familiarity, and past online purchase frequency. Consumer buying behavior is also affected by product type, purchase frequency and expensiveness. Their purchase decisions are also found to be related with the online retailer's services like return, refund and delivery services. The framework of the research enhances understanding of the factors affecting customer online shopping behaviour, helps in profiling typical Indian online shoppers and may help e-marketers developing more specific marketing strategies to increase e-commerce sales.

A Study about Impact of Customer Characteristics on Online Purchase Behavior in Indian Context

The recent growth of e-commerce and the consumer’s increasing interest in purchasing over the net have significantly changed the landscape of Indian retail market. Today customers are inclined to accept the changes and keep their eyes on the benefits they can obtain from online retailers. The recent example of changing consumer purchase pattern is the flipkart’s ‘Big Billion day’ Sale. The growth in online sales can be partially attributed to the Internet’s advantages of providing large amounts of information quickly and inexpensively and it’s growing accessibility. Yet, to reach its full potential, business owners who use ecommerce as a distribution channel need a clearer understanding of who buys online, what they buy online, why they buy online and how the non-Internet buyer can be transformed into an online buyer in order to increase online sales. The purpose of this study is to understand and analyze the factors effecting online purchase decisions of Indian customer. The paper attempts to identify the determinants of online purchase intentions of youths in Indian context. Based on extensive literature review, factors effecting online purchase intentions, antecedents of service quality and consumer attitudes were identified and a structured-non-disguised questionnaire was prepared. The data was collected through survey of 200 students of graduation and post-graduation courses in Moradabad region of Uttar Pradesh. The questionnaire contained questions about consumer demographics, security and privacy concerns, technological familiarity, past online shopping experiences and intentions to buy various types of products through internet in future. The findings of the study indicate that customer online purchase intentions are significantly related to their gender, education, age, security concern, technological familiarity and past online purchase frequency. Consumer buying behavior is also affected by product type, purchase frequency and expensiveness. Their purchase decisions are also found to be related with the online retailer’s services like return, refund and delivery services. The framework of the research enhances understanding of the factors affecting customer online shopping behaviour, helps in profiling typical Indian online shoppers and may help e-marketers developing more specific marketing strategies to increase e-commerce sales.

Service quality in a higher education context: an integrated model

PurposeThe aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context.Design/methodology/approachThis research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at the Central Queensland University (CQU), Rockhampton, Australia, generated key themes and their interrelationships. The theoretical model was then tested using structural equation modelling technique on a sample of 528 university students.FindingsThe findings show that information (marketing communications) is more statistically significant than past experience as the antecedents of service quality. The consequences of service quality are composed of trust, satisfaction, and image. Overall, the results suggest a good validity of the theoretical model and the key paths in the model are found statistically significant, except past experience affecting service quality.Originality/valueThe model provides a good explanation of a university brand image, and perceived service quality was found playing an important role in this model. Universities intending to enhance their image are encouraged to consider focusing their efforts on marketing communication information, service quality, student satisfaction and trust.

Passenger service quality expectations as perceived by long haul airline managers in South Africa

The elements of the service quality mix are an important consideration for airlines in deciding on the level of service provision offered by their airline. This study aims to determine passenger expectations of service quality as perceived by airline managers working at long haul airlines operating in South Africa. The extent to which passenger expectations inform airline strategy is also examined. Gap 1 of the SERVQUAL model, the difference between managers’ perceptions of customer expectations and customer expectations, is used to frame the research problem. Within this, the five dimensions (also considered antecedents of service quality) proposed by the SERVQUAL model are examined to determine the relative importance. Airline managers and travel industry managers perceptions are found to be similar with both groups ranking reliability as the most important dimension to passengers, echoing results seen with passengers. Trust and safety emerges as important themes within the reliability dimension. The tangibles dimension is found to be the least important to passengers, yet is rated as the area that is considered the primary area of investment by airline respondents. Overall, airline managers’ perceptions of the relative importance passengers place on the dimensions of service quality match those found in the literature. Their financial investment strategies, though, do not match the elements of the service quality mix found to be important to passengers. Key words: Service quality mix, airline industry, South Africa.

Chinese managers' perceptions of their ability to deliver service quality

This paper reports upon the application of SERVQUAL in accessing the perceptions held by Chinese managers with respect to their ability to deliver service quality and to examine the generalisability of the SERVQUAL model in measuring the antecedents of service quality. A self-administered questionnaire was used to survey 86 Chinese managers enrolled in the Beijing International MBA programme. A descriptive statistics analysis was used, including one-way Analyses of Variance (ANOVAs), to evaluate managers' perceptions of customer expectations and the existence of performance standards linked to customer expectations. The results of the factor analysis measuring the antecedents to service delivery indicated that the original SERVQUAL constructs did not work as prescribed. The surrogates for the antecedents generated as a result of factor analysis were used in regression analysis to assess the relationship between the antecedents and both overall performance and customer satisfaction. Both regression analyses were significant. Two dimensions – role clarity of employees and the existence of internal processes – accounted for 17.7% of the variance associated with performance. The same two dimensions plus teamwork accounted for 22.4% of the variation in perceived customer satisfaction.

The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China

Although an increasing number of studies is being performed in the field of service management, less work is being done on an integrated framework of service quality and product quality, especially that supported with evidence from developing countries. As a result, little is known about the distinction between service quality and product quality, their respective antecedents, and their distinctive contributions to performance in service industries in the developing world. Generalization of related findings from developed countries is not necessarily appropriate. Unlike most related studies that are based on evidence from developed countries, focuses attention on the distinction between, and respective antecedents of, service quality and product quality in the Chinese context. Gives much emphasis to the importance of a positive bank reputation. The findings are based on structural equation models developed by AMOS.