Conceptual Model Of Service Quality Research Articles

Evaluation and Analysis of the Impact of Customer Satisfaction of After-sales Service of Medical Equipment on Financial Performance-Taking a Medical Equipment Company as an Example

Abstract Taiwan's high-end medical equipment industry has been updated rapidly, especially the emphasis that medical institutions place on medical quality is reflected in the consumer demand market. In order to improve performance, in addition to promoting new equipment products, equipment manufacturers must pay more attention to customer feelings and sales satisfaction. This study aims at medical professional customers' satisfaction with the after-sales service customer service of medical equipment companies, using questionnaire surveys, and Use statistical analysis to detect the correlation and influence among variables, and make internal adjustments and service upgrades for the more influential variable groups to focus on projects, improve the overall after-sales service satisfaction, and then drive the growth of the company's performance and performance. According to the research results, the service items valued by the customer group can be significantly affected by the five dimensions in the conceptual model of service quality (PZB, 1988): 1. Reliability 2. Responsiveness 3. Assurance 4. Empathy 5. Tangible, so medical equipment manufacturers should continue to maintain good technical service quality, in order to improve customer satisfaction and loyalty. These results can be used as a reference for enhancing the internal core value of the enterprise and planning marketing strategies. Keywords: Medical equipment, Service quality conceptualization model, After-sales service customer satisfaction.

Developing a Conceptual Model of Service Quality for eSports

ABSTRACT In this article, a conceptual model for service quality of eSports events was proposed including four dimensions: competition quality refers to the perceived quality of the actual game itself; physical environment quality dimension stands for the physical surroundings where the service is produced and delivered; event execution quality measures the intangible items in the peripheral service, which can be directly designed or managed by the event organizer; and interaction quality measures the interaction among spectators, such as crowd experience or social factor. The validity of each dimension in other service industries and its suitability in the eSports context are both taken into consideration. At the current stage, the model is conceptualized from existing literature, thus demanding further qualitative and quantitative study.

医药电子商务的服务质量对顾客满意度的影响 -感知价值的中介效应-

As of January 2021, the number of Internet users worldwide reached 4.66 billion, with a penetration rate of 59.5 percent. The COVID-19 pandemic is driving consumers to the Internet for shopping. 77％ of the world’s Internet users shop online every month. In order to reduce the risk of cross-infection in public places, purchasing drugs through the Internet has also become a safer and more convenient way to obtain drugs. 72% of American adults buy medicines online, more than 90% of pharmacies owned by the European Pharmacists Association order medicines online, and one in five medicines in Switzerland are sold over the Internet. Although China’s pharmaceutical e-commerce industry started late, it has developed rapidly. 60.3% of the residents said they had used e-commerce platforms to buy medicine in the past year, and the frequency of buying medicine reached 5.8 times per person per year. During the special period of COVID-19, consumers became more and more accepting of online drug purchase. Therefore, it is helpful to guide the development direction of the industry to grasp the satisfaction degree of consumers on the quality of medical e-commerce service. The influence of medical e-commerce service quality on customer satisfaction was analyzed from five dimensions of medical e-commerce service reliability, response service enthusiasm, website service security, product service economy and logistics service quickness. At the same time, it also studies the mediating effect of consumer perceived value on service quality and satisfaction of e-commerce. Based on the American Customer Satisfaction Index (ACSI) model, this study extracted the relationship among service quality, perceived value and Customer Satisfaction in the model, combined with the SERVQUAL conceptual model of service quality. Based on the existing research results, set up a questionnaire and conduct investigation and analysis. Factor analysis, correlation analysis, regression analysis and mediating effect test were used to study the data through SPSS 26. It is concluded that perceived value has a mediating effect on the effect of service quality of pharmaceutical e-commerce on customer satisfaction: service reliability of e-commerce, enthusiasm of response service, website service security, economy of product and service, and speed of logistics service. Through the research shows that medical e-commerce should strengthen the platform brand construction; In the pharmaceutical retail market to try to reduce drug prices; And should speed up the development of network technology; To ensure the security and stability of network services; Improve the intelligent level of logistics service to improve the efficiency of distribution. Emphasis should be placed on improving the professionalism and affinity of medical e-commerce service personnel to increase consumer trust. We will promote the steady and healthy development of the pharmaceutical e-commerce industry.

Student Expectations on Service Quality as a Determinant of Service Planning and Marketing for Higher Education Institutions in Tanzania

This paper examines the university students' expectations of higher education institution (HEI) service quality (SQ) as a determinant of service planning and marketing of institutions. The paper embraces three models of customer-provider relationships to examine the possibility of satisfying students' expectations on SQ to market HEIs to prospective students. These models encompass the relationship marketing (RM) model, Tinto's students integration theory, and Parasuraman et al.'s conceptual model of service quality (SERVQUAL). The study used students' demographic characteristics to examine their expectations about SQ in HEIs and the likelihood to attract other students to do the same for marketing strategy. Multiple linear regressions were used to assess the influence of demographic characteristics on students' expectations about SQ. Students' years of study and the degree programs had statistical significance on SQ. The overall service quality (OSQ) was a determinant of students' likelihood to entice colleagues to the same programme.

An integrated approach towards ranking hospitals using Fuzzy AHP and ELECTRE-I technique

ABSTRACT Selection of an appropriate hospital for availing medical treatment has become a very tedious task for patients these days. As the service quality of a healthcare unit involves measuring multi-faceted attributes, such as tangibles (infrastructure, apparatus, etc) and in-tangibles (waiting period, doctor expertize, trustworthiness, employee behavior, etc). SERVQUAL methodology has been successfully applied for measuring service quality for many years but due to its certain limitations many new approaches appeared for solving the issues related to multiple criteria decision making. In this paper, a novel model has been proposed based on six service quality dimensions i.e. tangibles, responsiveness, reliability, assurance, empathy [Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. The Journal of Marketing. 1985;49(4):41–50.] and trustworthiness and twenty-eight sub-dimensions for measuring the performance of four multi-specialty hospitals of Punjab, India. The service quality performance of these hospitals has been measured and ranked using Fuzzy Set Theory, Fuzzy Analytical Hierarchical Process (F-AHP) and Elimination and Choice Translating Reality (ELECTRE-I) technique. The weights of the six dimensions and sub-dimensions were generated and then the performance of each hospitals was ranked by applying F-AHP & ELECTRE–I technique. The results showed that the patients have given their priority towards trustworthiness and empathy aspects before selecting any hospital.

Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers

This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets.
 Keywords: Mobile service, service quality, online survey, empirical study, Vietnam.
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Towards developing service quality index for zakat institutions

PurposeThis paper aims to present a conceptual model on service quality of zakat institutions that are responsible for collecting, managing and distributing zakat in Malaysia. Zakat is an Islamic religious “tax” charged on the rich and well-to-do members of the community for distribution to the poor and the needy as well as other beneficiaries based on certain established criteria according to the Qur’an. The main aim of zakat is to protect the socio-economic welfare of the poor and the needy.Design/methodology/approachThe paper reviews and synthesizes the relevant literature on service quality. The paper then proposed a conceptual model to study the service quality of zakat institutions.FindingsThe paper identifies the appropriate methods to examine the extent of service quality of zakat institutions. Such evaluations are crucial for organizations like zakat institutions to function effectively to achieve the noble objectives of socio-economic justice through proper distribution of wealth.Originality/valueThis paper presents a conceptual model of service quality of zakat institutions which would be useful for further empirical research in this area. The findings are not only relevant and applicable to Malaysia but also to other Muslim countries.

Modeling Web-based library service quality

Studies of e-service quality have consistently used adaptations of service-quality measurement tools that have been adopted and extended from traditional service-quality frameworks. However, a fresh insight into the investigation of key determinants of Web-based library service quality, with an emphasis on how library customers perceive service quality, has much to offer. Key determinants were identified, and contributed to the development and empirical testing of a proposed conceptual model of service quality that encompasses environment, delivery, and outcome quality. Unlike the disconfirmation approach, the performance-only measure was used. Participants included postgraduates and academic staff from four research intensive universities in Malaysia. Exploratory factor analysis and confirmatory factor analysis using structural equation modeling was carried out in order to develop and validate a measurement model for Web-based service quality, which included three second-order dimensions and eight first-order dimensions. Insights into the conceptualization of Web-based library-service quality as a multidimensional hierarchical construct are provided. The emergence of specific determinants specific to the Web services supports the notion that measurement of electronic-service quality is different from traditional services, though they may share some common factors.

Service quality in community pharmacy: An exploration of determinants

BackgroundAlthough various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs’ understanding of service quality and its determinants. ObjectivesThis study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. MethodsStructured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants’ perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. ResultsFrom the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. ConclusionsThe study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers.

An Application Of The Conceptual Model Of Service Quality To Independent Auditing Services

<p class="MsoNormal" style="text-align: justify; margin: 0in 0.5in 0pt; mso-pagination: none;"><span style="color: black; font-size: 10pt;"><span style="font-family: Times New Roman;">Auditing’s expectations gap has been documented over the last 35 years beginning with Liggio (1974) who initially coined and defined the term.<span style="mso-spacerun: yes;">  </span>Porter’s (1991) and Australian Education Research’s (2009) models explored this gap.<span style="mso-spacerun: yes;">  </span>However, these models don’t recognize the auditors’ three customer groups: auditees, the public, and regulatory agencies.<span style="mso-spacerun: yes;">  </span>Additionally, these models don’t consider communication’s role between auditors and their customer groups.<span style="mso-spacerun: yes;">  </span>The<span style="mso-spacerun: yes;">  </span>following discussion applies the service quality model (SERVQUAL) developed by Parasuraman, Zeithaml and Berry (1988 and 1991) to the audit expectation gap and makes recommendations for researching the components, causes, effects of and solutions to the auditing expectations. This model identifies expectation gaps between the service provider (the auditor) and its customers including the auditee, the financial statement user, and the regulatory agencies.<span style="mso-spacerun: yes;">  </span>Nyeck, Morales, Ladhari, and Pons (2002, p. 102) concluded in a review article of SERVQUAL research”. . .the SERVQUAL model remains the most complete attempt to conceptualize and measure service quality.” </span></span></p>

Water and Sewage Service Quality: A Proposal of a New Multi-Questionnaire Monitoring Tool

The measurement of a service Quality is a relevant issue for organizations. In this paper we describe an application of the Parasuraman, Zeithalm and Berry’s (PZB) conceptual model of service Quality in the field of the water and sewage service. The PZB model determinants have been specialized for this specific target and a multi-questionnaire has been developed. This activity has been developed basing on Quality Function Deployment methodology. The described approach is structured into two parts. The first one concerns a general evaluation of the service Quality, while the second one considers specific service aspects enabling to better understand possible reasons of dissatisfaction. A specific software application to support data collection and statistical analysis is described. The proposed monitoring tool ensures an overall evaluation of service Quality from the customer point of view. Its organization into two parts allows reducing the overall costs of data acquisition as well as maximizing the information got from customers. The multi-questionnaire can be tailored in order to meet the needs of both customers and service controller in the monitored areas. The results of the survey show the perceived Quality of the service. Future work will be focused on the comparison between the customers’ perceptions and the Quality which is actually assured by the service provider (the offered Quality).

Service quality in health care setting

This paper attempts to explore the concept of service quality in a health care setting. This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality. The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk. The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.

Service Quality between e-Government Users and Administrators

Governments worldwide increasingly apply Internet technology to enhance and leverage their services to citizens. Taiwan has a strong ICT (information and communications technology) sector, and thus its government strives to improve its service quality and reduce operational costs by adopting advanced information technologies [1]. Taiwan has previously put many public services online through the MyEGov (www.gov.tw) portal built in 2002 by the Research, Development and Evaluation Commission (RDEC). The MyEGov portal is intended to be the entry point for all online public services, and is designed to provide a focal point for collecting government information and services. However, since different government agencies provide information and services independently on MyEGov, the scattered services cannot fulfill citizen demand for high quality e-Government service. Even though more than 80% of Taiwanese people are aware of this government website, only 8% of them ever use it to access services. Therefore, building quality services that encourage citizen uptake is becoming a major challenge for administrators of the MyEGov portal. This study addresses the e-Government issue and explores the quality divide caused by perceived differences between users and administrators of the MyEGov portal. To understand how governments can successfully implement comprehensive government service relevant to citizens, a survey of both users and administrators is performed to review the MyEGov portal service quality. The investigation instrument is based on the conceptual model of service quality proposed by Parasuraman, Zeithaml and Berry [2,3]. This work develops a model to assess user intention of continuing to use the MyEGov portal by identifying major service quality variables of the website, and analyzes the impact of these variables on user intention of continued use of the MyEGov portal. This study also provides a valuable reference for governmental officials and practitioners to understand and improve website practice by identifying the major perceived differences (gaps) between the users and administrators of the e-Government portal that cause low website usage.

COGNITIVE DIFFERENCES IN SERVICE QUALITY BETWEEN E-GOVERNMENT USERS AND ADMINISTRATORS

After Taiwan governments implement it’s egovernment portal (MyeGov, www.gov.tw) in 2002 as a means of delivering better information services and resources, building quality service that encourage citizen uptake is becoming an increasing challenge. This paper addresses this issue and examines the quality divide cause by the cognitive difference between users and administrators of the egovernment portal. To understand what governments need to do to secure successful implementation of comprehensive government service that are relevant to citizens, the services quality of e-government portals are scrutinized through a survey on both its users and administrators. The investigation instrument is based on the conceptual model of service quality proposed by Parasuraman, Zeithaml and Berry. The research finds that the user’s intention of re-use the e-Government portal is highly associated with their service quality factors. The research also provides insights for government officials and practitioners to understand and improve e-Government practice by identify major cognitive difference between e-government portal’s users and its administrators that cause the low usage rate of the e-government portal.

Passengers' expectations of airport service quality

PurposeThe purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers' expectations for this service industry.Design/methodology/approachThe paper is a qualitative exploration of the airport experience from the passengers' perspective was combined with a review of relevant literature to identify variables, to clarify basic concepts and to generate a conceptual model of airport service quality expectations. The paper's quantitative research was used to develop a self‐report scale to measure passenger expectations of airport service quality, to test dimensionality and to evaluate scale reliability and validity.FindingsQualitative and quantitative research on nearly 1,000 airport users provided results suggesting that passengers' expectations of airport service quality is a multidimensional, hierarchical construct that includes three key dimensions: function, interaction and diversion.Research limitations/implicationsBy bringing together different literatures and research paradigms to conceptualize service quality in a novel environment, the study contributes to the ongoing extension of service quality research. It is limited insofar as efforts to define a global expectations construct may have “homogenized” results.Practical implicationsThis paper builds on the extant literature on service quality to propose an approach for measuring passengers' expectations of airport service quality that can serve as a foundation of a concise and easy‐to‐administer self‐report measure for identifying and managing airport service quality strategies.Originality/valueThe paper shows that by going beyond traditional service performance measures used in the airport industry and by introducing new variables to the service quality literature, such as Csikszentmihalyi's taxonomy of activity, this study broadens and enriches both practice and theory.

Tourists’ satisfaction, recommendation and revisiting Singapore

This study assesses the satisfaction of different tourist groups using a conceptual model that combines the concepts of the Expectancy Disconfirmation Paradigm [Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460–469] and Service Quality framework [Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50; Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55–68]. A sample of 424 tourists departing from Singapore Changi International Airport was surveyed with a structured questionnaire. A series of analyses were performed on the segmented groups—Europe, Asia, Oceania and North America. In both the disconfirmation and perceptions-only models used in this study, it was consistently found that ‘Price’ was insignificant in shaping overall satisfaction levels for all groups of tourists. ‘Accommodation and Food’ was significant for the North Americans’ overall satisfaction. ‘Attractions’ was significant for the European and Asian tourists while ‘Culture’ was significant for the Oceania tourists. There was no single factor that appealed to all the groups of travellers. It was also found that all tourists were willing to recommend Singapore to their relatives and friends and they were willing to revisit Singapore in the future.

Using Manager Reports of Employee Behavior to Investigate the Relationship Between Organizational Citizenship Behaviors and Customers' Perceptions of Service Quality

The Organizational Citizenship Behavior (OCB) framework describes employee behaviors that have the potential to enhance organizational effectiveness and thus enhance customer perceptions of service quality. This paper uses the conceptual model of service quality and the OCB conceptual framework to empirically test the relationship between manager reports of employees' organizational citizenship behaviors and customer perceptions of service quality. The results demonstrate that higher levels of organizational citizenship behaviors among an organization's employees are associated with higher levels of service quality perceptions among the organization's customers. Furthermore the results of this research demonstrate that measurements of employee organizational citizenship behaviors using managers' reports were both reliable and valid. Thus, the framework of organizational citizenship behavior provides managers of service businesses with a diagnostic evaluation system for connecting employee behaviors and customer evaluations of service quality.

Towards an understanding of total service quality in hotels

The importance of service quality for business performance has been recognized in the literature through the direct effect on customer satisfaction and the indirect effect on customer loyalty. The importance was recognized by Parasuraman et al. [1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4), 41–51] in the development of SERVQUAL, a measure of perceived service quality across industries. Although the importance of service quality and service quality measurement has been recognized, there has been limited research that has addressed the structure and antecedents of the concept for the hotel industry. This research addresses the antecedents and structure of service quality in the context of the luxury and first class hotel sectors. The data are analysed using exploratory and confirmatory factor analysis approaches and a structural model is used to test the structure of service quality. The paper clarifies the dimensions and structure of service quality in the hotel industry. The clarification of the dimensions is important for managers in the hotel industry as it identifies the bundles of service attributes consumers find important. The clarification of the structure is also important as it confirms, in a hotel context, that customers see service quality in its entirety as a second order dimension.

Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives

Using the decision- and experiential-oriented perspectives as theoretical guides, this article reported an empirical assessment of service quality in restaurant operations. We proposed and tested a conceptual model of service quality using structural equation modeling. Using data from a sample of 284 customers from two large full-service restaurants in southern China, we investigated the relationships of service quality, customer satisfaction, and frequency of patronage. The results supported the significant links between service quality and customer satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat patronage. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations.

A framework for measurement of quality of service in supply chains

PurposeThe purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.Design/methodology/approachA literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in‐depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented.FindingsThe paper presents a conceptual model of service quality in supply chains based on gap analysis. These gaps are bi‐directional. The bi‐directional gaps cover both inter‐ and intra‐organizational transactions in the supply chain. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. Further, implications of various factors such as economic, politico‐legal, technical, socio‐cultural, competition, demographic are also highlighted. A novel methodology for the measurement of these gaps using various tools such as quality loss function, data envelope analysis, etc. is also presented along with segregating indicators in three categories, namely, quality of service indicators, quality of service and performance indicators, and performance indicators.Research limitations/implicationsThe assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality.Originality/valueThis paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for service quality improvement in the supply chain.