Concept Of Service Quality Research Articles

Measuring internal service quality: the case of the Greek public higher education institutions

Purpose The purpose of this paper is to investigate the idea of internal service quality in public organizations. An attempt is made to determine the key elements that define the concept of internal service quality and to identify the factors that support the attainment of high levels of internal quality. Internal service quality refers to the quality of services offered between units and/or employees within an organization and achieving internal quality in public authorities can contribute to the sustainability of the public sector. Design/methodology/approach A survey was conducted among administrative staff of the publicly owned Greek Higher Education Institutions. The research instrument uses a three-level approach on internal service quality: individual, departmental and organizational. The model was tested using exploratory and confirmatory factor analysis. Findings Findings reveal a five-factor structure of internal service quality by adding the factors of interdepartmental quality and the human aspect of internal service provision. Analysis of the data suggests that internal service quality is dependent on the level of responsibility of the respondent’s job. Research limitations/implications There is evidence that the individual internal service quality factor needs to be enhanced with more items. In addition, in order to gain generalizable results, further research should be conducted in various types of public organizations. Originality/value This study examines a questionnaire that evaluates internal service quality and proposes a basic five-factor model for estimating this type of service quality. It also triggers the use of internal service quality theory within public sector organizations.

Mediation Starring role of Student’s Satisfaction in Open Distance Learning in Sri Lanka

In the education environment Students’ Perceived Service Quality (SQ), Satisfaction (SAT) and students’ favourable or unfavourable behaviour can be considered as significant factors of students’ retention and accomplishment of registered programmes with in their stipulated time. The Open Distance Learning (ODL) is widely spread and established flexible pedagogy system with the fast-growing technological enhancement. Year by Year the student population has been drastically increased but completion rate has uncovered a very challenging situation. The service quality concepts which were limited only for customer-based criteria have originated various service quality significant factors and models in education field also. The purpose of this paper is to find out the significant service quality factors by using the modified SERVQUAL dimensions and the relationship between PSQ, SAT and Behavioural Intention (BI). For this study independent variables are Assurance, Empathy, Reliability, Responsiveness, and Website Content and dependent variables are Students’ PSQ, SAT and BI. The population was undergraduate students who have registered for academic year 2013/2014. The valid sample consisted with 744 students. Data collection were done by using a self-administered questionnaire and survey method. The significant relationships revealed; PSQ with Reliability, Responsiveness and Website Content. Further Students’ PSQ with SAT, PSQ with BI and SAT with BI. It is concluded that there is a strong relationship between PSQ and SAT in the ODL environment and a mediated relationship. The variance extracted from the PSQ and SAT were 26% and BI was 43%. It is recommended to select more SQ variables and should increase the sample size for more accuracy in future study as longitudinal. The implications will contribute theoretically and managerially to formulate practical guidelines and necessary strategies to improve the students’ favorable behaviour mediated by the Students’ SAT and PSQ.

Managing emotional labor for service quality: A cross-level analysis among hotel employees

• This study brings together the cross-level concepts of emotional labor and service quality on the basis of JD-R theory. • Drawing upon a sample of data on 863 subordinate-supervisor dyads in 92 service teams at 46 international tourist hotels. • The positive effect of deep acting on service quality was significantly higher for the moderating effect of POS. • The negative effect of surface acting on service quality was significantly higher for the moderating effect of abusive supervision. This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement and eventually leads to a high level of service quality. Conversely, emotional surface acting is positively related to work burnout and ultimately causes a low level of service quality. In addition, this study found cross-level interactions between perceived organizational support (POS) and abusive supervision on the relationships among emotional labor, engagement, burnout, and service quality. The positive effects of deep acting on work engagement and service quality were found to be significantly higher for the moderating effects of POS. However, the negative effects of surface acting on work burnout and service quality were found to be significantly higher for the moderating effects of abusive supervision. Finally, the theoretical and practical implications of this study for the hospitality industry are also discussed.

Service Quality aspects of Solar Project Management

With the ever increasing component of services in a Solar Project, there is a need to do Service Quality studies. With the growing complexities of Engineering – Procurement –Construction (E-P-C) route of Solar Projects, the value of services has climbed up to the present level between 30 to 40 of the project cost, progressively, from a level of 10 to 20%, say 20 to 30 years ago. This situation in turn highlights theplace of a Solar Project in Tangibility Spectrum,[1]which is shifting more towards services and away from Products. Apart from the various Service Quality concepts and Models, SERVQUAL Model[2] by A.Parasuraman et al. and The Gummesson 4Q Model[3] of Offering Quality could be taken up for further surveys and studies , with a view to manage efficiently and effectively, a Solar Project offering. Service Quality is a function of a range of resources and activities. The aim is to establish any variance in how the different stake holders perceived and rated the various dimensions of service quality during thevarious stages of a Project Life Cycle. By developing organization’s own unique service culture and delivering a better quality of service, it should be possible to encourage client loyalty and repeat business.

Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China

Citizens’ low continuous-use intention has become a great challenge for the development of e-government in China. This study has developed a chain model of e-government service quality, perceived value, and citizens’ continuous-use intention to explain the relationship between government website service quality and perceived value, as well as how that relationship influences citizens’ reuse intention. Using data collected from a survey of 1,650 citizen users living in one direct-controlled municipality and four high-population cities in China, this study verifies the components of e-government service quality through partial least squares (PLS) analysis and then tests the proposed concept model using structural equation modeling. The results reveal that the concept of e-government service quality has eight contributing dimensions: system quality, reliability, security, accessibility, information quality, service capability, interactivity, and responsiveness. Perceived service value is a powerful mediator between service quality and citizens’ continuous-use intention. The intention to use is a consequence of service quality, service value, and satisfaction.

Research on Data Quality Assessment of Accuracy and Quality Control Strategy for Sensor Networks

In this paper, to make the data meeting the network application has a specific standards, it is necessary to apply a scale to measure the attributes of data in sensor network, for the concept of data-based sensor networks service quality is relatively vague. Based on the signal-to-noise ratio quality model proposed by Mini Mathew et al, the data quality evaluation standards are introduced. The definitions of accuracy and timeliness for sensor data are given with the understanding of data quality management. Then according to the maximum entropy algorithm of processing sensor data, the relationship between accuracy and network communication parameters is derived. Finally, the unity and limitations between data accuracy standard and signal-to-noise mode are discussed. The relationship between the sampling frequency and the data quality accuracy is analyzed as well.

A new algorithm for optimization of quality of service in peer to peer wireless mesh networks

Nowadays, wireless mesh networks are known as important parts of different commercial, scientific, and industrial processes. Their prevalence increases day-by-day and the future of the world is associated with such technologies for better communication. However, the issue of improving quality of service for dealing with more complex and intense flow of data has been always a remarkable research problem, as a result of improved wireless communication systems. In this sense, objective of this study is to provide a new algorithm for contributing to the associated literature. In the study, peer to peer wireless mesh networks and the concept of service quality were examined first and then an approach for improving service quality in such networks has been proposed accordingly. In detail, the proposed an approach allows profiting data transfer capability by data packet and using this information for routing and preventing overcrowd in network nodes and finally, distributing the load over it. When middle nodes overcrowd, they withhold to send control messages of route creating or do that by delay. The proposed approach has been evaluated and the findings revealed that at least 10% of undue delays through network can be prevented while permittivity does not reduce, thanks to the approach. Also energy consumption within network nodes partially increases due to adding table and the search which can be overlooked.

Quality Management of Transport Services for Cargo Owners

The article addresses the concept of transport service quality as an essential tool for improving customer focus and the efficiency of rail transport in the implementation of cargo traffic. Issues have been investigated on current reforms going on in the railway transport market with regard to transport service. Valid procedures (both foreign and Russian ones) have been studied on freight owners’ evaluating transport service quality including All-Russian Project “Quality Index”. By this method, dynamics of change has been assessed in the fulfillment of basic indices of transport service quality, and causes of their inadequacy to ideal fulfillment have been described. Presented is the transport service quality management system for freight owners. The system is based on combination of natural assessment methods, optimization of quality level and assessment of efficiency of measures to increase the quality level. Based on logics of assuring transport service quality, a sequence has been proposed to analyze the transport quality indices systems: “quality of technical means → quality of operational work → quality of transport service”. Moreover, the quality of a subsequent system is the most objective characteristics of the previous system (systems) quality. It has been concluded that one of the major priorities in development of railway transport is to assure high-level quality of transport service. In addition to the most complete satisfaction of clients with railway transport services, the service quality makes it possible to increase attractiveness of railway companies in the transportation field and is the most important factor of competitiveness and the most promising for development as compared with alternative price factors.

Surrogates' Perceptions of Service Quality While Making Decisions for ICU Patients.

A qualitative secondary analysis was undertaken to identify aspects of health care service quality in an intensive care unit from the perspective of surrogate decision makers (N = 19) who were making decisions for relatives at end of life. Directed content analysis was guided by the Donabedian model of health care quality. Nineteen participants averaged 59 years old and were over half female (53%) and patients' spouses (53%) and adult children (32%). Salient aspects of quality service included surrogate perceptions that clinicians conveyed honesty about the patient's condition and in an easily understandable way; staff were sensitive and responsive to emotions and practical needs; clinicians demonstrated a clear, confident understanding of the patient's condition; and support by clinicians was given for surrogates' choices. Surrogates also commented on the hospital and intensive care unit environment, including cleanliness, comfort, privacy, and noise level. Further research is needed to explore how decision-support strategies might include service quality concepts.

Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis

<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>

PENINGKATAN KUALITAS CUSTOMER SERVICE TELKOMSEL SURABAYA DENGAN METODE SERVICE QUALITY

Service companies and products are well aware of the importance of customer-centered philosophy. This paper starts from the concept of service quality and is evidenced by the gap in it. This service quality concept is an appropriate approach used to determine the difference in value between customer expectations and perceptions. The dimensions used in this paper are tangible, reliability, responsiveness, assurance, and emphaty. This paper was conducted on mobile phone provider company by reviewing customer service in this company. Respondents involved in this research are 100 customer provider who have experience on this customer service. The results that will be obtained through this research is the gap of customer service and which aspects are important according to the customer so that company can improve its services and more developed.

Customer Service in Radiology: Satisfying Your Patients and Referrers.

Radiology has long been a service-oriented specialty. Although physicians in other specialties have direct interactions with patients, radiologists' interactions with patients are often indirect, most often occurring as a direct result of another provider's order. As such, radiology practices have had to focus on two distinct groups, patients and ordering providers, to grow their businesses and retain their patients. One could argue that during the past 2 decades, many of the most visible customer service initiatives in radiology practices have been directed toward the ordering provider. These initiatives have included implementing picture archiving and communication systems to improve image distribution and availability, voice dictation systems to decrease report turnaround time, computerized order entry to ease the ordering process, and structured reporting to improve the readability of the radiology report. As the practice of radiology is evolving to become more patient oriented, it is clear that the specialty needs to pivot and implement more initiatives that directly benefit patients. In this article, the concepts of customer service and a radiology department's primary customer are defined and discussed, and the concept of service quality is introduced. In addition, the author highlights the five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness. Each dimension is described in detail, first by using an archetypal business example and then by using an example of a project that has been successfully implemented in the author's radiology department. ©RSNA, 2018.

A Critical Analysis on Service Quality and Customer Retention

The service industry accept an obviously basic part in the economy of various countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. Service quality in the management and marketing literature is the extent to which customers' perceptions of service meet and/or exceed their expectations for example as defined by Zeithaml et al. (1990). In this paper, the topic is approached via extensive searches of relevant service quality. In order to generate sound strategy, it is essential to priorities the importance of service quality concepts and the paradigm shift in service quality in which customers are placed as value co-creators to increase customer satisfaction with products/services offered.

Assessment of service quality using text mining – evidence from private sector banks in India

PurposeAs the retail banking institutions are becoming more customer centric, their focus on service quality is increasing. Established service quality frameworks such as SERVQUAL and SERVPERF have been applied in the banking sector. While these models are widely accepted, they are expensive because of the need for replication across bank branches. The purpose of this paper is to propose a novel, user friendly and cost effective approach by amalgamating the traditional concept of service quality in banks (marketing base) and sentiment analysis literature (information systems base).Design/methodology/approachIn this study, the main objective is to analyze user reviews to better understand the correlation between RATER dimension sentiment scores as independent variables and user overall rating (customer satisfaction) grouping in “good” and “bad” as dependent variable through development of authors’ own logistic regression model using lexicon-based sentiment analysis. The model has been developed for three largest private banks in India pertaining to three banking product categories of loans, savings and current accounts and credit cards.FindingsThe results show that the responsiveness and tangibles dimensions significantly impact the user evaluation rating. Even though the three largest private banks in India are concentrating on the tangibles dimension, not all of them are sufficiently focused on the responsiveness dimension. Additionally, customers looking for loan products are more susceptible to negative perceptions on service quality.Originality/valueThis study has highlighted two types of scores whereby user provided overall evaluation scores help provide validation to the sentiment scores. The developed model can be used to assess performance of a bank in comparison to its peers and to generate in depth insights on point of parity (POP) and point of difference (POD) fronts.

An ordered regression model to predict transit passengers’ behavioural intentions

Passengers’ behavioural intentions after experiencing transit services can be viewed as signals that show if a customer continues to utilise a company’s service. Users’ behavioural intentions can depend on a series of aspects that are difficult to measure directly. More recently, transit passengers’ behavioural intentions have been considered together with the concepts of service quality and customer satisfaction. Due to the characteristics of the ways for evaluating passengers’ behavioural intentions, service quality and customer satisfaction, we retain that this kind of issue could be analysed also by applying ordered regression models. This work aims to propose an ordered Probit model for analysing service quality factors that can influence passengers’ behavioural intentions towards the use of transit services. The case study is the LRT of Seville (Spain), where a survey was conducted in order to collect the opinions of the passengers about the existing transit service, and to have a measure of the aspects that can influence the intentions of the users to continue using the transit service in the future.

Airline service quality evaluation: A review on concepts and models

This paper reviews different major service quality concept and models which led to great developments in evaluating service quality with focusing on improvement process of the models through discussing criticisms of each model. Criticisms against these models are discussed to clarify development steps of newer models which led to the improvement of airline service quality models. The precise and accurate evaluation of service quality needs utilizing a reliable concept with comprehensive criteria and effective measurement techniques as the fundamentals of a valuable framework. In this paper, service quality models improvement is described based on three major service quality concepts, the disconfirmation, performance and hierarchical concepts which are developed subsequently. Reviewing various criteria and different measurement techniques such a statistical analysis and multi-criteria decision making assist researchers to have a clear understanding of the development of the evaluation framework in the airline industry. This study aims at promoting reliable frameworks for evaluating airline service quality in different countries and societies due to economic, cultural and social aspects of each society.

PLS-SEM Based Analysis of Service Quality and Satisfaction in Open Distance Learning in Sri Lanka

Students’ Perceived Service Quality (SPSQ) and Students’ Satisfaction (SSAT) in Open Distance Learning (ODL) are renowned features in Higher Education (HE) field in the present-day. The vast number of research studies have addressed diverse types of variables on different grounds. The ODL students are from various family backgrounds such as cultural, social, technological skill levels, and most importantly defer from basic educational entry qualifications. This must cognize how the HE institutions are able to offer their diversified services together with quality enhanced features to enjoy a competitive edge from the student’s satisfaction point of view. The number of students completing the course, or graduates passing out are diminishing when compared with the increase in number of registered student’s year on year. Most of the universities and HE institutions have faced student persistence and attrition problems and rush to find solutions with the concepts of service quality and satisfaction. The purpose of this study is mainly based on finding out the significant factors affecting the SPSQ and SSAT. This study will address the modified SERVQUAL constructs in relation to the SPSQ and SSAT. The independent variables were Assurance, Empathy, Responsiveness, Reliability, and Website Content and the dependent variables were the Students’ Perceived Service Quality and Satisfaction in ODL in the OUSL. Data was collected by using a self-administered questionnaire from 760 undergraduate students of the Open University of Sri Lanka (OUSL) covering six main regional centers island wide. The OUSL is the unique university operating under the ODL system in Sri Lanka. The analysis was based on descriptive and inferential statistics. The significant relationships are revealed between the SPSQ and Reliability, Responsiveness and Website Content. The other significant relationships are SSAT with Reliability and Website Content and the relationship between SPSQ and SSAT. The R2 for the SPSQ is 0.244 (24%) and SSAT is 0.549 (55%). The same research could be recommended as a future research with more service quality variables, and in regional centers as a longitudinal data collection method to understand more about service quality and satisfaction which influence student retention and completion.

Mobile banking service quality and customer relationships

PurposeThe purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution.Design/methodology/approachAn online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1).FindingsFindings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction.Originality/valueThis study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

جودة الخدمة التعلیمیة فی الدراسات العلیا بکلیة التربیة - جامعة المنصورة : دراسة میدانیة /

ملخص عربى : هدف البحث إلى قياس مستوى جودة الخدمة التعليمية بالدراسات العليا بکلية التربية جامعة المنصورة والتعرف على العوامل المؤثرة فيها، ومن ثم تحديد مقترحات تحسينها، وقد استخدم منهج البحث الوصفي في تحقيق هذا الهدف من خلال التأصيل النظري لمفهوم جودة الخدمة التعليمية وتحديد أهم مقاييسها، ثم إجراء دراسة ميدانية لتحديد مستوى جودة الخدمة التعليمية بالدراسات العليا بکلية التربية جامعة المنصورة وأيضا تحديد العوامل التي أثرت في فيها؛ حيث قامت الباحثة باستخدام مقياس HEdPERF بعد تعديل بعض عباراته وتقنينه بهدف تحديد مستوى جودة الخدمة التعليمية بالدراسات العليا بکلية التربية جامعة المنصورة وتصميم استبانة للتعرف على العوامل المؤثرة في هذه الخدمة، وقد تم تطبيق أداتا البحث على عينة عشوائية مکونة من (276) طالب وطالبة من الطلاب المقيدين والمسجلين بجميع برامج الدراسات العليا بالکلية في العام الجامعي 2016/2017.وتوصل البحث إلى بعض النتائج المهمة أبرزها: أن مستوى جودة الخدمة التعليمية بالدراسات العليا بکلية التربية جامعة المنصورة هو”جيد جدا”، وقد حاز البعد الثالث( السمعة أوالصيت) على أعلى مستوى ” جيد جدا” في جودة مقياس جودة الخدمة التعليمية بالدراسات العليا بکلية التربية جامعة المنصورة ، يليه البعد الرابع(تسهيلات الوصول) بمستوى ”جيد جدا”، ثم البعد الثاني(الجوانب الأکاديمية) بمستوى” جيد”، وحصل البعد الأول( الجوانب غير الأکاديمية) على أقل مستوى بين الأبعاد الثلاث الباقية وهو ” جيد”.کما أن العوامل المؤثرة في جودة الخدمة التعليمية بالدراسات العليا بکلية التربية تنتمي إلى العوامل المتعلقة بالمؤسسة التعليمية (العوامل البشرية والمادية)، وأيضا العوامل المتعلقة بالطلاب الدارسين، ولم تتظهر النتيجة تاثيرا قويا للعوامل التنظيمية بالمؤسسة وعوامل البيئة الخارجية.وقد قدم البحث مجموعة من المقترحات لتحسين جودة الخدمة التعليمية بالدراسات العليا بکلية التربية جامعة المنصورة والارتقاء بها . ملخص انجليزى : This research aimed to measure the level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, and to identify the factors affecting it in order to identify some proposals to improve it. The descriptive approach was used to achieve this goal through the theoretical rooting of the educational service quality concept and to determine its most important measures. Then a field study was conducted to determine the level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, and to identify the factors that affected it. For that, The researcher used the HEdPERF scale after modifying some of its Phrases and rationing it to be appropriate to the educational service of postgraduate studies in order to determine the level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, and designed a questionnaire to identify the factors affecting this service. The research tools were applied to a random sample of (276) male and female enrolled students in all graduate programs at the college in 2016/2017.The main results of the research were: The level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, is ”very good”. The third dimension (reputation) has achieved the highest level at a ”very good” level in the educational service quality scale in the postgraduate studies at the Faculty of Education, Mansoura University, it was followed by the fourth dimension (access facilities) at a ”very good” level, then the second dimension (academic aspects) at a ”good” level, and the first dimension (non-academic aspects) received the lowest level among the remaining three dimensions, which is ”good”.The factors affecting in the educational service quality in the postgraduate studies at the Faculty of Education belong to the factors related to the educational institution (human and material factors), as well as the factors related to the studied students, but the result did not show a strong impact on the organizational factors of the institution and external environmental factors.This research provided a set of proposals to improve and upgrade the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University .

Creating an Excellent Patient Experience Through Service Education: Content and Methods for Engaging and Motivating Front-Line Staff.

Service quality and patient satisfaction affect an organization’s value-based payments. This new value paradigm calls for a new approach to service education and training for front-line staff. Thoughtfully conceived, department-specific content, infused with patient feedback, value creation, and science of service quality principles, was developed to give front-line staff a deeper understanding of the impact of their performance on patient experience, value creation, and value-based revenue. Feedback from nearly 1500 trainees in 60 educational sessions delivered over 7 years indicates good understanding of the content and appreciation of the targeted approach. On a 5-point scale ranging from 1 (least effective) to 5 (most effective), trainees’ ratings of their understanding of service quality concepts and impact on value ranged from 4.7 to 4.9. Verbatim comments showed a positive impact on staff. Employee feedback suggests that value-based service education may be useful in motivating front-line staff, improving service quality, and creating value.