Core Service Quality Research Articles

CIRMQUAL: a conceptual framework of healthcare service quality

PurposeThe scope of this study is to explore and summarize the pool of dimensions, models and measurement techniques of service quality used in healthcare services and to propose a comprehensive conceptual model for practitioners and researchers.Design/methodology/approachThis research employs a comprehensive review of available literature by using multiple keywords on different electronic repositories using the recommendations of the PRISMA approach for the selection of articles. A critical analysis of available studies helped in compiling a list of core service quality dimensions in healthcare services.FindingsThis paper presents a comprehensive account of different dimensions and their measurement items used by various researchers to assess service quality in healthcare systems. Most of the researchers have used SERVQUAL model either in its original or modified form while the others have proposed and used totally different dimensions to assess the service quality in healthcare. Many dimensions are just an existing dimension of SERVQUAL that has undergone a name change while others are completely new. The dimensions used by many researchers have items drawn from more than one dimension of SERVQUAL model. The availability of so many dimensions and models adds to the confusion that researchers and practicing managers experience when determining the appropriate model to be used in their work. To mitigate this confusion, there is a need to develop a comprehensive model; the current work is an attempt to meet this need. Through our analysis, we identify four major service quality dimensions: clinical quality, infrastructural quality, relationship and managerial quality and propose a model named CIRMQUAL.Originality/valueAfter exploring all available models in the domain of healthcare, this research presents the best possible areas to enhance the quality of healthcare services. It also enhances the research insights for academicians and working professionals by developing and proposing a comprehensive model for measuring healthcare service quality. The proposed model covers almost all of the service quality dimensions used by other researchers and will make the choice of dimensions/model easy for the future researchers/practitioners interested in measuring and improving the quality of services offered by their healthcare units. Such a comprehensive model has not been developed by any researcher thus far.

PENGARUH KUALITAS LAYANAN INTI DAN KUALITAS LAYANAN PERIPHERAL TERHADAP KEPUASAN PELANGGAN DI KZ ALLSHOP BENGKULU

This study aims to determine the effect of Core Service Quality, Peripheral Service Quality on KZ Allshop Bengkulu Customer Satisfaction. There are several factors that will be discussed in this study including, Core Service Quality, Peripheral Service Quality and Customer Satisfaction. This research uses quantitative research methods. The population in this study is all KZ Allshop Bengkulu customers. In this study using data collection methods by way of observation, interviews and distributing questionnaires or questionnaires. The data that has been collected is then processed using instrument tests, Respondent Response Analysis, Classical Assumptions Test, Multiple Linear Regression Analysis, Coefficient of Determination (R2) and also Hypothesis Testing. From the results of data management, it can be concluded that all independent variables, namely Core Service Quality and Pherieal Service Quality, partially or simultaneously have a significant effect on the dependent variable namely Customer Satisfaction.Keywords: Quality, Core Service, Peripheral Service, Customer Satisfaction. Keywords: Quality, Core Services, Peripheral Services, Customer Satisfaction

Kepuasan Nasabah Ditinjau Dari Kualitas Pelayanan Inti Dan Kualitas Pelayanan Periferal

Today's intense competition among banks encourages each bank to pay attention to customer needs, wants, and demands, which can be used as a marketing strategy to increase customer satisfaction. This research aims to examine the influence of core service quality and peripheral service quality on customer satisfaction. The population in this research is all 1,082 Bank BNI Persero Cikijing customers. The sample in this research was 100 customers taken using the accidental sampling technique. The data analysis method used is multiple linear regression analysis using SPSS version 21 software. The results of this research show that core service quality and peripheral service quality have a positive effect on customer satisfaction. However, in this case, the quality of core services is the dominant factor in influencing customer satisfaction.

항공사 핵심서비스 품질이 지각된 가치, 브랜드 이미지 및 행동의도에 미치는 영향에 대한 연구

In short-haul routes of full service carriers and low-cost carriers, airline service quality has changed and simplified since COVID-19, such as not providing in-flight meals, strengthening non-face-to-face services, and maintaining a pleasant in-flight environment through strengthening quarantine activities. This study was conducted with interest in the relationship between the simplified and transformed airline core service quality and the perceived value, brand image and behavioral intention. As a result of the study, first, airline core service quality had a positive (+) effect on perceived value. In addition, it had a positive (+) effect on the brand image. Second, perceived value had a positive (+) effect on behavioral intention. It also had a positive (+) effect on the brand image. Third, brand image had a positive (+) effect on behavioral intention. Based on the results of the empirical analysis of the degree of perception(perceived value) of airline core service quality and its impact on brand image, it is expected that many implications will be derived if applied to airline core service strategy establishment and core service quality management measures.

Pengaruh Kualitas Layanan Inti dan Kualitas Layanan Encounter terhadap Niat Beralih: Sebuah Peran Mediasi Kepuasan Pelanggan (Studi pada pengunjung Hotel Fitra dan Hotel Garden Majalengka)


 
 
 
 This research is a development of previous research. In this study, customer satisfaction is divided into two, namely transaction-based satisfaction and overall satisfaction. This type of research is associative research. This research takes the title: "The Influence of Core Service Quality and Encounter Service Quality on Switch Intention: A Mediation Role of Customer Satisfaction (Study on visitors to Hotel Fitra and Hotel Garden Majalengka)".
 The purpose of this study was to determine the partial effect of core service quality and encounters on switching intentions with mediating factors of customer satisfaction (transaction-based satisfaction and transaction-based satisfaction). The population in this study were all visitors to the Fitra hotel and the Garden Majalengka hotel. The number of respondents in this study amounted to 315 people who were taken using the sampling technique used was purposive sampling. The data analysis technique uses structural equation modeling (SEM) with the help of AMOS 21 software.
 
 
 
 
 The results of this study indicate that 1) the quality of the encounter service has a negative effect on the intention to switch, 2) the quality of the core service has no effect on the intention to switch, 3) the quality of the encounter service has a positive effect on transaction-based satisfaction, 4) the quality of the encounter service has a positive effect on overall satisfaction, 5) core service quality has a positive effect on overall satisfaction, 6) transaction-based satisfaction has a negative effect on switching intentions, 7) overall satisfaction has a negative effect on switching intentions, 8) transaction-based satisfaction mediates the negative effect of encounter service quality on switching intentions, 9) satisfaction overall mediates the negative effect of service quality encounter on core service switching intentions positively affects customer satisfaction, and 10) overall satisfaction mediates the negative effect of core service quality on switching intentions.

The influence of core service quality associated with Korean women's volleyball on national image and consumption engagement of Korean products: Perspective of Korean Wave in Thailand.

Building on the stimulus-organism-response (SOR) framework, we proposed and tested a hypothesized model examining the effect of core service quality on national image and related behavioral intentions (i.e., intention to visit Korea and intention to purchase Korean products). Using 286 samples collected from Nakhon Ratchasima, Thailand, during the Korea-Thai Super Match, we conducted confirmatory factor analysis (CFA) and structural equation modeling (SEM) to examine the measurement model and the hypotheses, respectively. The results revealed that player attractiveness and emotional experience positively affected national image and behavioral intentions (i.e., intention to visit Korea and purchase Korean products). The findings stress that foreign spectators’ attitudes toward Korean women’s volleyball could translate into consumption behaviors (i.e., visits and Korean products) through the national image.

Mediating effect of customer satisfaction on the relationship between core service quality and behavioral intentions in liner shipping

Liner shipping, which offers the door-to-door transportation service, has pre-determined departure, arrival and transfer ports and carries cargo mainly through container ships, has been playing a key role in the global cargo transportation industry for more than 60 years and is still growing rapidly. Therefore, understanding of the relationship between service quality, customer satisfaction and behavioral intentions in liner shipping is of critical importance for global competition. From this standpoint, this study aims to determine whether customer satisfaction creates an alternative effect through its mediating effect on the causal relationship between core service quality and customers’ behavioral intentions in liner shipping sector. To do so, it obtains data through survey from forwarder companies that operate in Turkey and analyzes the obtained data using SPSS v22 and AMOS v22 statistical package software. This study concludes that core service quality has a positive effect on customer satisfaction and behavioral intentions, and that customer satisfaction has a mediating effect on the relationship between core service quality and behavioral intentions. It reveals that core service quality and customer satisfaction are important constructs for future behavioral intentions. In conclusion, this study suggests that business managers in liner shipping sector need to incorporate core services that will positively affect customer satisfaction in their marketing policies, and to engage in managerial activities that enhance customer satisfaction.

온라인 스트리밍 뮤지컬 공연의 서비스품질 요인 IPA 분석

This study is an analysis of audience’s importance and satisfaction on the service quality factors of streamed online musical performance. Service quality factors of online performance are defined as content characteristics, video quality, information and reliability in outcome quality; usability, convenience and technology in physical environment quality; interaction and responsiveness in interaction quality; and price in quality for the price. Importance-Performance Analysis(IPA) is used to identify perception on the service quality factors. In the result, first, most online performance viewers have watched live musical performances offline and watch more and spend more on offline musical performances. Second, the analysis on the difference between importance and satisfaction of service quality factors showed that the importance is greater than satisfaction in technology the most and the interaction was the only quality factor with higher satisfaction over the importance. Third, in the IPA matrix result, content characteristics, video quality, reliability, usability and convenience were included in the ‘Keep the good work’, technology and price were in the ‘Concentrate here’, information, interaction and responsiveness were in the ‘Low priority’. The result suggests that online performance viewers recognize price for quality, physical environment quality and outcome quality as core service quality, while interaction quality as supplementary quality. The findings of this study could provide basic data for setting the direction of development and strategic management of online performances.

Inpatient Patient Satisfaction Influenced By Core Service Quality And Peripheral Service Quality (Study At Dr. SOEGIRI Hospital In Lamongan Regency)

This study aims to examine and analyze the effect of core service qualityand peripheral service quality on Patient Satisfaction at RSUD Dr.Soegiri Lamongan. The number of samples in this study were 36patients RSUD Dr. Soegiri Lamongan. Data collection techniques usingquestionnaires, interviews, and literature review. Analysis of the data inthis study is multiple linear regression analysis using SPSS 26 software.The results of this study indicate that core service quality and peripheralservice quality have a significant effect on Patient Satisfaction inpatientDr. Soegiri Lamongan in parallel or simultaneously

Structural relationship between commitment velocity and relationship maintenance intention in the core service quality and relationship benefits of Taekwondo

The purpose of this study was to investigate the structural relationship between the commitment velocity perceived by parents and the intention to maintain the relationship between the core service quality and relationship benefits provided by Taekwondo. It was extracted using the convenient sampling method for parents of Taekwondo trainees in the metropolitan area. As analysis methods, frequency analysis, descriptive statistics analysis, confirmatory factor analysis, reliability analysis, correlation analysis, structural equation model analysis, And mediating effect revalidation was performed. As a result of the study, there was a significant influence relationship between each variable set in this study, and the partial mediating effect of the parameters was verified.

Peran Kepuasan Pelanggan Pada Hubungan Kausalitas Antara Kualitas Layanan Terhadap Niat Beralih

This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”.
 The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction.
 The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software.
 The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

Exploring Service Brand Associations: A Consumers' Perspective in Rising Service Economy

Across the globe, the importance of the service sector is flourishing as a result of which significance of research to understand the characteristics and attributes of services is rising exponentially. Poor understanding of service characteristics has led to an undue reliance on branding models previously designed for tangible products. Although most of the researches have tried to modify their branding models to cater to the requirements of service branding, most of them are largely based on managerial and organizational perspectives. Few researches have attempted to highlight consumer’s perspectives of what they consider important in a service brand. This study focuses on consumers’ perceptions of important service brand associations and aims to be a stepping stone in the process of developing a specialized model for service branding. The qualitative information garnered for this research allowed digging deeper into the consumer’s mind through in-depth personal interviews. The analytical method of coding, sorting, and sifting assisted in discovering the service brand associations. The results indicate salience of brand associations for consumers of service brands. The most frequently identified service brand associations include service environment and facilities, staff behavior, word-of-mouth communication, price, core service quality, experience (of the service provider and consumers), and advertising of the service brands.

Exploring Service Brand Associations: A Consumers' Perspective in Rising Service Economy

Across the globe, the importance of the service sector is flourishing as a result of which significance of research to understand the characteristics and attributes of services is rising exponentially. Poor understanding of service characteristics has led to an undue reliance on branding models previously designed for tangible products. Although most of the researches have tried to modify their branding models to cater to the requirements of service branding, most of them are largely based on managerial and organizational perspectives. Few researches have attempted to highlight consumer’s perspectives of what they consider important in a service brand. This study focuses on consumers’ perceptions of important service brand associations and aims to be a stepping stone in the process of developing a specialized model for service branding. The qualitative information garnered for this research allowed digging deeper into the consumer’s mind through in-depth personal interviews. The analytical method of coding, sorting, and sifting assisted in discovering the service brand associations. The results indicate salience of brand associations for consumers of service brands. The most frequently identified service brand associations include service environment and facilities, staff behavior, word-of-mouth communication, price, core service quality, experience (of the service provider and consumers), and advertising of the service brands.

Loyalty towards telco service providers: the fundamental role of consumer brand engagement

PurposeCustomers nowadays would expect more than just the sales process. As loyal customers are crucial for businesses, research indicates that engaged consumers exhibit greater loyalty to brands. Despite its significance, consumer brand engagement (CBE) remains a concept worth deeper investigation. Building on the cognitive-affective-conative (CAC) model, this paper aims to address this lacuna by examining the precursors of CBE and tests CBE as a higher-order construct consisting of three formative dimensions, namely, cognitive processing, affection and activation.Design/methodology/approachUsing a non-probability purposive sampling method, data was collected from a sample of 237 Malaysian consumers who subscribe to any of the local telco service providers. Data was then analysed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsCommunication effectiveness, core service quality and corporate social responsibility strategy are important determinants that explain consumers’ brand engagement. Furthermore, it was found that CBE prompts consumer satisfaction, which then leads to brand loyalty towards a telco service provider. Additionally, confirmatory tetrad analysis reassured CBE as a formative construct.Research limitations/implicationsCBE should be best assessed as a higher-order reflective formative construct composed of cognitive processing, affection and activation.Practical implicationsTelco companies seeking to attain brand loyalty and consumer satisfaction should ensure that their customers are engrossed, inspired and energized in their interaction with the brands.Originality/valueDrawing on the CAC model, this study contributes to consumer marketing literature by filling the gap regarding the precursors and outcomes of CBE. In addition, the multidimensionality of CBE as a higher-order reflective formative construct was established.

Students’ Perception on Core Service Quality in Higher Education Institutions in UAE

The service quality in educational institutions has been focused on two dimensions, namely core and value-added service quality. The core service quality is the various basic service quality variables established by the pioneer in the field. These are reliability, responsiveness, empathy, assurance, and tangibles. The paper focuses on the core service quality as viewed by the students of selected Higher Education Institutions in the UAE.

The Cause Effect Relationship Model of Service Quality in relation with Overall Satisfaction

Public transportation has become one of the cornerstones of a country’s infrastructure development. In particular, road transportation plays a critical role in developing countries, as large numbers of people use bus transportation as the means to commute between one place to another for work, home, visiting friends, trips etc. Ensuring the service quality in this service, therefore, is crucial. There are limited scientific studies, however, on the service quality of intercity passenger transport in India, especially with regard to infrastructure aspects. In this paper the cause effect relationship model of service quality in relation with overall satisfaction of intercity bus transport is attempted. Results demonstrate three types of passenger profile emerging from the data (K-means clustering). According to findings of the study, the service quality dimension such as empathy, information reliability, luggage assurance, responsiveness, service time reliability, external tangibles and tangibles exhibit the cause effect relationship with respect to overall satisfaction of passengers with technology mediation. It also indicates that, Technology alleviates the influence of responsiveness and environmental dimensions on overall satisfaction. A comprehensive service quality model is built, consisting of core service quality dimensions and external dimension such as technology, policy and road infrastructure for intercity bus transport, a contribution is made to public transport literature. This helps the intercity transport organizations to devise a strategy for service quality for competitive edge.

The effect of core and peripheral quality of satisfaction and loyalty of moderated patients by switching cost

This study aims to examine and analyze the effect of core service quality and Peripheral service quality on patient satisfaction and loyalty at the RSUD Dr. Soegiri Lamongan which is moderated by switching costs. The number of samples in this study were 36 patients at Dr. Soegiri Lamongan. The technique of collecting data uses questionnaires, interviews, and literature studies. Data analysis in this study was SEM using PLS software. The results of this study indicate that core service quality and peripheral service quality have a significant effect on patient satisfaction, core service quality has no direct significant effect on patient loyalty, peripheral service quality has a significant effect on patient loyalty, patient satisfaction has a significant effect on patient loyalty. Patient satisfaction acts as a perfect mediation of the influence of core service quality on patient loyalty and patient satisfaction plays a role as not a mediation of the influence of peripheral service quality on patient loyalty. Switching cost strengthens the relationship between patient satisfaction and patient loyalty but is not significant.

Core Service Quality in E-Banking in Madurai City- A Comparative Study among Private Sector and Public Sector Banks

Internet banking can be defined as transactional online banking. It helps customers to access their accounts via the internet. It saves time, convenient and flexible for the customers to operate and bankers to provide the service. Increasing competition has forced the banks to think of better ways and means to generate better e-service qualities and services. When the core service quality offering is prompt, the banker can improve the customer satisfaction and thereby create customer loyalty. So the study has been made on identifying the service quality gap in Core Service quality offerings of Private and Public Sector Banks in Madurai city. Private sector bank customers comparatively perceive better service quality.

Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? a multi-channel view

The emergence of the Internet has advanced the flourishing area of electronic commerce. Furthermore, alongside traditional physical channels, virtual channels have rapidly increased. The focus of both practice and research on marketing channels has changed dramatically over the past few decades. We performed structural equation model analysis with a sample of 794 observations consisting of two different channels (physical and virtual). The influence of the perceived factors of clothes shopping on customer satisfaction and loyalty was investigated. The empirical results suggested that social presence affects loyalty through satisfaction or trust to promote loyalty. As for service quality, physical store consumers value assurance the most, while virtual store consumers mostly value reliability. The core service quality can effectively promote loyalty via satisfaction.

Delivering warmth by hand: customer responses to different formats of written communication

PurposeThe effect of different formats of message delivery has received little theoretical and empirical examination. This research focuses on the effect of written relational communication formats used by service providers. This study aims to answer three questions: Do different formats of written communications (i.e. handwriting and print) influence customer perceptions (i.e. feelings of warmth) of service firms? What are the mediators of these influences (i.e. perceived effort and psychological closeness)? And under what conditions do they occur (i.e. what is the contextual factor)?Design/methodology/approachOne field study and three laboratory studies were conducted to provide a comprehensive understanding of the role of format in written communication.FindingsHandwritten messages are more effective than print messages in building relationships in a service context because they elicit stronger feelings of warmth because of both the perception of greater effort and feelings of greater psychological closeness to the service provider. However, the presence of handwriting fails to deliver feelings of warmth when the quality of core services is low.Practical implicationsService providers can effectively use handwritten communication to signal effort and create psychological closeness for relationship building with their key customers only when the quality of core services meets customer expectations.Originality/valueFirst, the research differentiates the formats of written relational communication (handwritten vs print), and links communication formats with feelings of warmth, which is an important factor for impression and relationship formation in the practice of services marketing. Second, based on cognitive-experiential self-theory, this research demonstrates the dual mediators underlying the effect of handwriting (vs print) on warmth: perceived effort and psychological closeness. Third, it identifies the quality of core service as a boundary condition for the effect of handwritten communication.