Concept Of Service Quality Research Articles

Service quality, perceived value, satisfaction and intention to pay

ObjetivoEl propósito de este artículo es analizar las relaciones entre los conceptos de calidad del servicio, valor percibido, satisfacción del cliente e intención de pago, en el contexto de los servicios teatrales de la ciudad de Medellín, Colombia.Diseño/MetodologíaSe hizo una investigación cuantitativa en la que se contó con una muestra de 274 personas que hubieran asistido al menos una vez a teatro en el último año. La información fue recopilada a través de un cuestionario en línea en octubre del 2014. Para el análisis de validez y fiabilidad de las escalas de medida se desarrolló un análisis factorial confirmatorio y para la contrastación de las hipótesis se probó un modelo de ecuaciones estructurales.HallazgosTanto la satisfacción con el servicio general como la satisfacción con el servicio central (relacionado con la obra), son los principales predictores de la intención de pago de los consumidores.Limitaciones/Implicaciones de la investigaciónEstudios futuros pueden replicar el análisis de las relaciones planteadas en otros servicios culturales y para diferentes ámbitos geográficos.Implicaciones prácticasLos esfuerzos de las salas de teatro deben concentrarse en ofrecer un servicio básico (obra de teatro) que cumpla con el objetivo cultural y artístico que esperan los espectadores, pero, a su vez, considerar que estos esperan tener un trato amable y un espacio agradable donde puedan sentirse cómodos.Originalidad/ValorEste artículo permite una mejor comprensión de los factores que inciden en la intención de pago de los asistentes a las salas de teatro, entendiendo los conceptos que afectan la satisfacción y el valor percibido con la experiencia. Además, contribuye a la reflexión académica alrededor del consumo cultural en el sector de las artes escénicas en la región, donde la investigación enes aún incipiente.

Dimensions of Hotel Service Quality in Mongolia

Service quality has emerged as an important area in the hotel industry for decades. Thus, it is essential that service providers understand customer expectations and perceptions as well as the factors that influence their evaluation and satisfaction with the provided service. Hotel industry is growing each year in Mongolia. Realizing the increase in competition among hotels, hotel managers are focusing on improving the elements which contribute to service quality for customers of the hotel industry in Mongolia. The quality of service in hotel industry is an important factor of successful business. This study identifies the effects of various elements of hotel industry which affects customer satisfaction. Almost all researchers utilized service quality model and adopted their SERVQUAL instrument, based on the concept that service quality differs from industry to industry. Examining additional dimensions, identified by customers, it should be included in the service quality concept. Further, the level of importance of each specific dimension for the users of hotel services in Mongolia is then measured.

Crowd Foraging: A QoS-Oriented Self-Organized Mobile Crowdsourcing Framework Over Opportunistic Networks

Recent years have witnessed the proliferation of mobile crowdsourcing that brings a new opportunity to leverage human intelligence and movement behaviors to wider application areas. In parallel with the development of online centralized platforms, we look into the realization of self-organized mobile crowdsourcing drawing on opportunistic networks, and propose the Crowd Foraging framework, in which a mobile task requester can proactively recruit a massive crowd of opportunistic encountered mobile workers in real time for quick and high-quality results. We present a comprehensive framework model that fully integrates human behavior factors for modeling task profile, worker arrival, and work ability, and then introduce a service quality concept to indicate the expected service gain that a requester can enjoy when she recruits an arrival worker by jointly considering the work ability of workers as well as timeliness and reward of tasks. Furthermore, we formulate a sequential worker recruitment problem as an online multiple stopping problem to maximize the expected sum of service quality, and accordingly derive an optimal worker recruitment policy through the dynamic programming principle, which exhibits a nice threshold-based structure. We provide data-driven case studies to validate the assumptions used in the policy design, and conduct extensive trace-driven numerical evaluations, which demonstrate that our policy can achieve superior performance (e.g., improve more than 30% performance over classic policies). Besides, our Android prototype shows that the Crowd Foraging framework is cost-efficient, such as requiring less than 7 s and 6 J in terms of time and energy consumption for the optimal threshold calculation in our policy in most cases.

Pengaruh Kualitas Pelayanan Dalam Pembiayaan Murabahah Terhadap Kepuasan Nasabah

The success and failure of a bank is determined by how the bank can provide satisfaction to its customers. There are several concept to built customer satisfication, among others, the concept of marketing, the concept of quality, the concept of service quality and so forth. Various attempts by banking companies to survive after of this prolonged crisis in the face of intense competition with other banking companies. Customer satisfication of the customer is the most important form of service for every banking, because with the satisfication of the customer we can know the evaluation of all products offered to the customer. One of the product offered is murabahah financing which is often used by customers in every banking. The result of the research at Bank Muamalat Branch Sragen is murabahah banking sevice in Bank Muamalat Branch Sragen in accordance with Islamic Shari’a and the influence of murabahah financing services to customer satisfication in Bank Muamalat Branch Sragen.

Relationships among Service Quality, Value, and Student Athlete Satisfaction at Taiwan’s National Tug of War Competition

Service quality has been extensively used to improve corporate performance in business; however, few studies have applied this concept to the sports field. In Taiwan, students’ sporting events play an important role in national sports development as they are the main channels in which to incubate elite athletes and a way to develop professional experiences related to holding mega-sports events. Therefore, the main purpose of this study is the application of the service quality concept to sports events. Specifically, a model was proposed to examine the relationships among service quality, perceived value, and satisfaction. Self-administered questionnaire surveys were completed by 356 student athletes recruited from the 2013 National Tug of War Competition in Taiwan. The data were analyzed using structural equation modeling with LISREL 8.52. Results of this study indicated that the research model fit the data well. Participants’ overall satisfaction was directly influenced primarily by perception of event value, followed by staff service quality and interaction service quality; finally, the perceived event value served as a mediator, and significant indirect effects on participants’ satisfaction were found in administrative service quality and facility service quality. The study established a model including service quality, value, and satisfaction for tug of war competitions. Suggestions for sports organizers and implications for future studies are provided. Keywords: Service Quality; Perceived Event Value, Satisfaction, Tug of War Competitions To cite this document: De-Jen Lee, Li-Wen Hsieh, and Eva (Hui-Ping) Cheng, Relationships among Service Quality, Value, and Student Athlete Satisfaction at Taiwan’s National Tug of War Competition, Contemporary Management Research, Vol.12, No.3, pp. 275-288, 2016. Permanent link to this document: http://dx.doi.org/10.7903/cmr.15852

Evaluating credit union members’ perception of service quality through service innovation

The financial market has undergone numerous changes in recent years, becoming more competitive and characterized by offers of increasingly similar products and services by competitors. An alternative for companies to stand out in this market is the introduction of innovations and quality in services. This study proposes to evaluate the perceived quality of financial services by the members of a credit union. The study was conducted at a service unit of a credit union in Paraná State, Brazil. A survey with a sample of 167 members was applied, together with a questionnaire based on the SERVQUAL scale. The expectations and perceptions of the members were compared regarding the quality of services provided. An analysis of the responses enabled an evaluation of the gap between what members expect and what they perceive in terms of service quality. The main contribution of this article lies in the application of the SERVQUAL scale and the concepts of service quality in a cooperative organization in a sector that has been the focus of few academic studies. The results can be used to promote improvement processes in the services of the sector.

Tri-service model: a concept of service quality

In this highly competitive and increasingly saturated market, the telecommunication industry can only gain profit by retaining their existing customers by providing high service quality. Using the Indian Public Sector Units (PSUs) as an example, this work aims at studying the major factors of service quality and assessing the customer’s perceived quality of three services (fixed-line, broadband, and mobile). A systematic hybrid multiple criteria decision-making method that combines the analytical hierarchical process technique and the fuzzy synthetic evaluation has been used to examine the service quality framework and evaluate the quality level of the three services used by the PSU customers. The interdependence relation shows that interaction quality, environment quality, provisioning quality, communication quality, value-added service quality, grievance handling quality, and tariff management are the seven major factors in terms of service quality. Grievance handling and interaction qualities and tariff management have become the hygiene factors with regard to customer satisfaction. The assessment of the quality level of three services used by the PSU customers in India suggested that poor service quality enhances the risk of customer migration. The results also indicate that strong interaction and grievance-handling strategies with better communication quality can retain the existing customers. The results presented are limited to the Indian society. It may be adapt to measure service quality of different telecom operators under cross-cultural environment. This research contributes to the literature in the following ways: firstly, it identifies the different quality factors for the telecom service providers in India to assess their service quality. In the next stage, this research examines the priorities of these factors, and in the last, it demonstrates the consumer’s perception of PSU service quality. The quality of service depends on the better interaction and timely solution of the grievances. The relative importance of the factors of telecom service quality has been investigated, and a site-plan for customer retention in the telecom industry has been provided to the managers. To the best of our knowledge, no researchers have tested the service quality of three telecom services on a single platform.

Important Service Quality of Tourist Retail Services

ABSTRACTThis study uses a service quality model consisting of six service quality dimensions to measure the attractiveness of a destination and their impact on customers’ loyalty intention to a tourist destination. We find that the dimensions representing destination attractiveness have a stronger impact on visitor loyalty intention than the dimensions representing retail attributes. Because the current literature has infrequently investigated the concepts of important service quality of tourist retail service that exhibit characteristics of both retail and tourist attractions, this study explores these concepts and attempts to fill this gap.

Implication and Scale Development of Internet Sports Shopping Mall Service Quality(E-SSMSQ)

The purpose of this study was (a)to clearly define the concept of service quality as it relates to the online sports shopping mall, and (b)to develop and validate a psychometrically sound measurement scale, (c)examine the relationship among service quality and shopping satisfaction and intention of recommendation for marketing strategy internet sport shopping mall management. Following Churchill’s(1979) suggestions, the author developed internet Sports Shopping Mall Service Quality(E-SSMSQ). For the development E-SSMSQ (1)literature review, (2)focus group interview, (3)in-depth interviews (4)pilot test(n=97), (5)first data collected(n=459), (6)Frequency analysis, descriptive analysis, exploratory factor analysis(EFA) and reliability analysis for items evaluation, (7)confirmatory factor analysis(CFA) and correlation analysis for scale validation, (8)CFA, correlation analysis and structural equation model(SEM) test for predictive validity used second data collected(n=471). The current study conceptualized the service quality in the context E-SSMSQ by incorporating interaction, efficiency, order processing, information, security, and design. The authors also developed 20 items E-SSMSQ. The results of SEM support the psychometric property of the scale. First, interaction, efficiency and order processing of E-SSMSQ had significantly influence on internet shopping mall satisfaction. Interaction, efficiency, security, and design of E-SSMSQ had significantly influence on internet shopping mall intention of recommendation.

A CONCEPTUAL MODEL FOR EVALUATING THE RELATIONSHIP BETWEEN THE PROFESSIONAL FIRM SERVICE QUALITY AND CLIENT SATISFACTION IN BUILDING PROJECTS

Conceptual model helps the researcher to explore variables of study and their clear interactions. Therefore this study aims at proposing a model of a relationship between the professional firm service quality and client satisfaction in building development projects. This is because client satisfaction remains an important factor in the development of engineering and building consulting services. In today’s competitive service market, attaining client satisfaction is very crucial for the continued survival and economic stability of consulting firms. The model is built on the concept of service quality and its effect on client satisfaction. The fundamentals of Servqual theory in addition to competency profile and communication within the consulting arm of building projects constitute the independent variables of the model. The Attribution theory constructs constitute the moderating variables of the study. The proposed model focuses on the relationship between soft service qualities, hard service qualities and the client satisfaction variables of architectural quality, technical quality, functional quality, timeliness of service delivery, cost of services and supervision at implementation stage. The findings will be useful to assist consulting firms in enhancing competitiveness and improve project deliveries in the present global challenges.

Assessing the Gap of Performance of Clinics and Diagnostic Centers in Bangladesh through the SERVQUAL Model: A Case Study on Different Clinics and Diagnostic Centers in Dinajpur District

This study tried to explore the dimensions of service quality (SERVQUAL) on the perceived performance of the different Clinics and Diagnostic Centers in Dinajpur District. Challenges are increasing rapidly in business environment. In last few years, the healthcare service in Bangladesh has witnessed a substantial growth and rapid changes globally as well as domestically. One of the key challenges of this sector is how they satisfy and retain their customers and also manage service quality, which holds a significant importance to customer satisfaction and their perceived performance. When this perceived performance fails to meet the expectations then a gap has been created between them. SERVQUAL model is a widely accepted approach to measure the difference between customers ’expectation and perception. Although there are five gaps in the service quality concept, this paper has attempted to concentrates on the most important one, reality gap analysis. The data were collected through a questionnaire in which a customer‘s responded to a series of questions based on five key dimensions-Tangibility, Reliability, Responsiveness, Assurance and Empathy. Four hypotheses were taken on the fact that there is a gap existing between expectation and perception in this dimension and all hypotheses are proved significant and they all are rejected after conducting Paired T test. The study concludes with some recommendations to improve the satisfaction of the customers.

Service Quality Gap in Public Sector Banks in Madurai

Customer choice and awareness have been increasing tremendously during this decade because of more transparency in the economy, the advent of information technology, media revolution and besides hectic competition for resources among banks. Service quality is a judgmental issue relating to the different between an individual’s expectation of a service and the actual service performed. Many definitions are presented to the concept of service quality. In the present paper the customers’ service quality gap in public sector banks is measured for each of the service items under the ten broad dimensions. A close perusal of the data provided in the table indicates that among the six broad categories, the average score for the service quality on the tangibility dimension was found to be the highest for the perceived level for “availability of bank stationery” and desired level for “adequacy of space and layout of counters.

Kualitas Pelayanan Perpustakaan (Studi Kasus pada Perpustakaan IAIN Sunan Kalijaga yogyakarta)

This study is aimed at describing the library service quality of State Institute for Islamic Studies (IAIN) Sunan Kalijaga Yogyakarta from the point of view of users, and at finding out factors influencing it. This description is really important in order to be able to develop it, as the supporter of realizing the three responsibilities of university or institute, namely education, research, and social service. This study uses a descriptive qualitative approach of survey method. Sampling is taken from the group of library users numbering 338 people, and 50 of library staffs. Whereas data collecting is conducted through library research, field research consisting ofdocumentation, questionnaire, and interview The data is organized in tables offrequency and percentage distribution, and it is then described. Based on the service quality concept quoted from the decision of minister of state apparatus empowerment no. 8l of L993, there are ten indicators of service quality namely simplicity, clarity and certainfy,o pennesse, fficiency, economy,f air distribution, punctuality, physical facility, capacity and staff attitude. The result of study indicates that the library service quality of IAIN Sunan Kalijaga yogyakarta based on of users' opinion is generally good. This conclusion is based on the mean result7O.247o of the users have good opinion about the indicators of the library service quality. Factors influencing the library service quality are organization climate (87.007o),s upervisions ystem( 68.67Vo)a, nd bureaucracys tructure( 85.337o)A. lthough the serviceq uality at the IAIN Sunan Kalijaga's Library is in general good, there are things to consider. The first is about library location which is, accarding to the majority of users, not strategic. The second, is the necessity of developing service security and comfortable service' The third is the necessity ofdeveloping reliable physical facilities. Lastly, it is necessary to develop library collection both in quantity and in quality taking the needs of new departments and study programs into consideration.

CULTURAL INFLUENCES ON SERVICE EXPECTATIONS FROM BUSINESS SCHOOLS

ABSTRACT This study investigates cross-cultural differences of service expectations among business students of two different cultures. By using Parasuraman et al's conceptualization of service quality, the study compared the differences between US and South Korean undergraduate business students' expectations from their schools in terms of factors like tangibles, responsiveness, reliability, empathy, and assurance. Four out of six hypotheses were supported, revealing that cultural factors exert significant influence on business students' expectations. The implications of the research findings for academics as well as practitioners are discussed. Keywords Culture, Hofstede, Service Expectations, College Service Expectations, Business School

Service quality and user satisfaction of outsourced facilities management (FM) services in Nigeria’s public hospitals

Purpose– The purpose of this paper is to explore the concepts of satisfaction and service quality of outsourced facilities management (FM) services.Design/methodology/approach– An empirical survey of 208 stakeholders in Nigeria’s hospitals was used to first, assess the level of satisfaction of users of outsourced FM services and second, validate a conceptual model using the structural equation modelling (SEM) methodology.Findings– Findings show that the three top services are cleaning (6.17), security (6.01) and landscape maintenance (5.73) while the least rated service is the plant maintenance and their personnel. The result also indicates that all six hypotheses were supported by the service quality satisfaction model structural equation model, meaning that quality attributes depicted by the outsourced FM services is antecedent to overall satisfaction. Specifically, “security services to overall satisfaction” received the highest path loading of 0.88, and was closely followed by “cleaning services to overall satisfaction” with a loading of 0.82. “Plant maintenance services to overall satisfaction” was however supported even though it had a very low path coefficient of 0.38.Originality/value– The study establishes a causal relationship between antecedents of satisfaction and service quality within the context of Nigeria’s public hospitals and provided insight into outsourced services that received high level of satisfaction among stakeholders unique from previous studies.

Análisis de los modelos de medición de calidad percibida del servicio aplicados en la industria de hospitalidad

Las exigencias de los consumidores han dado paso a la investigación de instrumentos que permitan medir la calidad del servicio. Estos instrumentos son llamados modelos de medición, los cuales ayudan a conocer las opiniones de los clientes para determinar sus necesidades y poderlas aplicar en los establecimientos. El presente artículo tiene como objetivo evaluar los modelos de medición de calidad del servicio que se aplican en la industria de hospitalidad. Se darán a conocer los conceptos básicos de calidad del servicio, y se explicarán los principales modelos de medición que se han desarrollado a lo largo del tiempo. Se analizarán los modelos de medición de calidad del servicio más utilizados en restaurantes y hoteles, para concluir que el modelo Servqual es el más reconocido y el que mayor acogida tiene en la industria de hospitalidad.

The impact of port service quality on customer satisfaction: The case of Singapore

This study investigates the concept of Port Service Quality (PSQ) and examines its influence on customer satisfaction in the port sector. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model is first checked for validity in an interview with senior executives working in various container shipping lines in Singapore, then validated through a survey of 175 members of the Singapore Shipping Association and Singapore Logistics Association. A confirmatory factor analysis, followed by multiple regression is conducted to confirm the PSQ construct and examine the relationship between PSQ and customer satisfaction. It is found that PSQ is a four-dimensional construct and that the relationship between PSQ and customer satisfaction is positively significant. Specifically, the PSQ dimensions of outcomes, management, process and image and social responsibility all have significant positive impact on customer satisfaction. This study contributes to management practice as port managers can use the PSQ scale to measure their customers’ satisfaction, and justify investments in port service quality as a relational marketing instrument. This research also contributes to theory building, as it presents and validates the respective model of PSQ and customer satisfaction specifically for the port sector.

Perceived service quality models: Are they still relevant?

This paper reviews the concept of perceived service quality and provides an update to the body of service quality knowledge. It consolidates the pathway of perceived service quality concept, from its emergence to the research model’s development. It also critically reviews service characteristics as prerequisites of perceived service quality conceptualisation. The examination of six perceived service quality models is intended to identify a superior model that could be used by further research. Yet, overall, the paper challenges the relevance of existing models for the current stage of service quality research. It also justifies the need to move towards a revised, service-driven framework and to consider perceived service quality through the lens of the customer.

Experiencing Buddhism in Chinese Hotels: Toward the Construction of a Religious Lodging Experience

ABSTRACTWith the increasing number of religious people and the increasing mobility of human beings, traveling to religious attractions or for religious needs has become common. Although some discussions on religious tourism have been initiated, no discussions exist regarding the lodging needs of religiously motivated travelers. Derived from the concept of service quality, predictive customer expectation is considered effective in past literature but is deemed out-of-date because of the changing customer profile in the marketplace. This study aims to develop a measurement scale for the normative expectations of religiously motivated travelers. By integrating interviews, panel experts, and survey, this study derives a reliable and valid measure for normative expectations toward Buddhism-themed hotels.

Service Quality in Indian Higher Education: A Comparative Study of Selected State Owned and Private Universities

Purpose: Imparting higher education in India, not so long back, was largely the prerogative of the state as the payment capacity of the masses prevented too many private players to venture into the education sector. Of late, however, the education sector has become one of the most sought-after businesses for both novice entrepreneurs as well as established players of corporate India. These are pouring money into the said sector to fetch reasonable return on their investment. The traditionally reliable state players too have started making efforts to add on to their image of reliable education providers. Already, it has become a debatable issue as to whether the private universities would be able to match the state owned universities on the reliability front and how will these counter the extremely low fees being charged by them. State universities, on the other hand, also have a task cut out for them as to how these will counter the excessive promotion being done by private entrants and deal with the tangibles created by the private players. The best way under the prevailing circumstances is to impart quality in educational services. The present study essentially aimed at assessing service quality as perceived by the students of selected state owned and private universities in the state of Haryana. Research Type: Empirical ; Model Used : Self - Designed Findings: Both the sample state as well as the private university of Haryana had not yet come up to the expectations of the students on various service quality dimensions. Comparatively speaking, the relative position of the state university was better on the following fronts - service bonding, service value, service security, and service competence. The sample private university had a slight edge on service impressiveness and service promptness fronts. Practical Implications: The Indian education service providers should start viewing service quality from the viewpoint of the students and start bringing in necessary changes in their existing endeavours on the said front. Research Limitations: The technicalities involved in understanding the concept of service quality might have acted as a handicap for the students in giving prompt and accurate answers to the questions at hand.