Business Service Quality Research Articles

Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District

The most accepted SERVQUAL is heavily applied to measure the service quality of Business to Customer (B2C) profit oriented organizations than for non-profit organizations. Thus this paper describes the development of a 19-item instrument for assessing customer perceptions of service quality in public service with special reference to Divisional Secretariats in Sri Lanka. To do so, both qualitative and quantitative methods were utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman et.al, (1988). In following their footsteps, initially a qualitative research was undertaken in five Divisional Secretariats within Gampaha District through interviews with 50 customers from different backgrounds and affiliations which produced 42-items with eight factors emerged. These 42-items were included in a questionnaire and quantitative study was undertaken with 100 respondents who were current or recent service beneficiaries of Divisional Secretariats within Gampatha District. Ninety five questionnaires were returned and found to be useful, which represents a 92% response rate. More than half (55%) of the respondents were male between the ages of 48-57 (35%). To ensure the reliability and validity of the measures of service quality construct, mainly reliability test, split-half reliability and factor analysis, were used. Finally, 41-items were deduced in to 19-items and a new scale was developed to measure the service quality of Divisional Secretariats with 5 dimensions Responsiveness, Communication, Tangible, Empathy and Assurance. Among these responsiveness dimensions could be the least important and the empathy dimension was of most concern to customers. Regarding the limitations of the study in this respect, only the perception items were considered. The sample size was 100 and it was selected only from Gampaha District with the use of judgmental sampling as one of the non-probabilistic sampling techniques. The use of one of the probabilistic techniques would provide the chance of generalizing the results more confidently. As a closing note, further studies with large sample size which covers the all island using this newly developed scale to measure the service quality of Divisional Secretariats and replication studies with other public organizations would be fruitful for further generalizations of the newly developed scale.

THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR

The customer’s perspective on the service quality is highly significant in logistics service sector as in any other sector. The biggest threat posed by service failures is the possibility of negatively influencing the customer’s perceptions on the service they receive and the service provider they work with. Therefore, service providers must implement an effective recovery strategy in the shortest time possible and satisfy the customers once again. Service providers which fail to satisfy their customers are expected to suffer a great decrease in their performance due to troubles related with competitive advantage, sustainability, profits and financial stamina, customer retention and attracting new customers. Thus, first service failures must be identified and recovered from as quickly as possible and the reasons underlying the occurrence of these service failures must be explored and removed to ensure it won’t happen again. This study has been designed to explore the general and specific business to business service quality, the service failure and recovery strategies dimensions in logistics sector and aims to contribute to the business to business marketing literature.

Polish customs authority in the process of improvement the quality of business services

The pursuit of enterprises to achieve economic success in the global market, advanced technologies and innovative methods of management in every area of business, set new directions for the development of service activities of the customs authorities. The aim of this paper is to present the benefits of the implementation of the innovative business services by the Customs Service. Analysis of the reasons of implementation of the modern forms of customs services and characteristics of individual solutions allow to conclude that the flexibility of customs clearance is a source of significant commercial and financial benefits for operators on the international market, and, thereby, an important determinant of the growth of their competitiveness. Moreover, the simplified system of the customs clearances increases the efficiency of the billing and collection of customs duties, thus ensuring regular revenue for the state budget. In this paper, following research methods were used: a descriptive method, an analysis of literature, and statistical inference.

A Better ACA for Routing and Wavelength Assignment in ASON with Supporting Different SLA of Services and 10Pbps Network Capacity

Dynamic RWA algorithm which supports differentiating business service quality levels becomes a hot research in optical networks. This paper proposes a better ant colony algorithm for routing and wavelength assignment in ASON with supporting differentiating SLA of services and 10P bps network capacity. Firstly, the algorithm adds the concept of business interval period M to dynamically adjust the wavelength grouped in different periods So as to better meet the sercice requests of different levels; Secondly the algorithm adds a link selection control factor in the transition probability function ACA in order to achieve a better link load balancing. Simulation results show that after joining the cyclical and link selection control factor, blocking rate becomes lower and the load of network becomes more evenly.

A Model of View-Based Enterprise Business Service Quality Evaluation Framework

The symbiosis between an enterprise architecture and service-oriented architecture results in so-called service-oriented enterprise architecture and brings up new problems for service-oriented enterprise systems engineering. One of the most important is a business service quality definition, specification and evaluation. The paper proposes a formal model of enterprise business service quality evaluation framework to encompass and balance all the viewpoints and perspectives on an enterprise business service quality.

Service Quality Delivery Through E-commerce: A Critical Analysis of Representative Model

E-commerce service quality model is an important research area. These models attempt to show the relationships between e-commerce service qualities and variables of customers’ psychology or behavior. In this paper, 14 representative electronic business service quality models are analyzed to reveal the general character of service quality in the context of e-commerce and relationship between important variables in the model. Three aspects are analyzed in this paper:Electronic business service quality attributes characteristics, main variables in the model, comparatively study. Finally, the conclusion of this research is given.

Business service quality in an e‐commerce environment

PurposeThis paper aims to investigate how to improve business service quality (BSQ) in an e‐commerce environment. It also serves as a basis for developing a BSQ measurement instrument in an e‐commerce environment.Design/methodology/approachThe paper examines BSQ along four inter‐organisational business process transactions. The focus is mainly on understanding the buyer's expected service and identifying main BSQ dimensions to satisfy the buyers.FindingsFour main BSQ quality dimensions including marketing service, logistics service, operations service and collaboration service are identified along the inter‐organisaitonal business process. Four propositions are then offered. Additionally, customised business service quality is also discussed.Research limitations/implicationsThis research calls for a need to test the propositions through a questionnaire survey, where quantitative analysis will be conducted to identify the extent to which various BSQ dimensions affect the buyers' overall satisfaction. In addition, it would be worthwhile to investigate the linkage between BSQ and buyer performance.Originality/valueWith the rapid growth of e‐commerce, business environments are demanding higher level of service quality than ever before. In this context, the contribution of this paper is to look at how to improve BSQ along the inter‐organisational process transactions.