Customer Expectations Of Service Quality Research Articles

Barbershop trend information system

This research has a purpose to determine the performance and customers expectations about the service quality of Real7 Barbershop which expected by customers after receiving services from Real7 Barbershop and what should be improved in the services provided by Real7 Barbershop. The samples are taken using simple random sampling method. Simple random sampling is a sampling design in which every single element in the population has a known and equal probability to be selected as a subject. Data analysis are in this research using Analysis of Importance Performance. The results of this research prove that the level of customer expectations of service quality in Real7 Barbershop Yogyakarta is 3.78, where the value is in the condition of customers have high expectations of service quality in Real7 Barbershop Yogyakarta. While, the level of customer performance service quality in Real7 Barbershop Yogyakarta is 4.15, where the value is in good condition of the customer service quality at Real7 Barbershop Yogyakarta. From the servqual analysis results all items are in a positive gap so that customers are satisfied with the quality of services provided by Real7 Barbershop. Conclusively, the five-dimensional servqual value is positive, which indicated that, the overall quality of the service provided by the firm (Real7 Barbershop) meets customer expectations. Factors that must be modified are in quadrant 1, which is the comfort level of the waiting room and the level of cleanliness.

STUDI KEPUASAN KONSUMEN MENGGUNAKAN EMPAT DIMENSI SERVQUAL PADA AREA PUBLIK TERMINAL 3 BANDARA CHANGI SINGAPURA

SERVQUAL is one of the model that is frequently used to measure customer satisfaction regarding the service quality. This study is using 4 dimensions of SERVQUAL to measure customer satisfaction about service quality in Changi Airport public area terminal 3 Singapore. The main objective of this study is to analyze the satisfaction level of Changi Airport’s customers of service quality in the public area in Terminal 3. In order to achieve this main objective, the following sub objectives were set namely: (1)to investigate whether there is a gap between customer expectations and customer perception of service quality in Changi Airport public area terminal 3; (2)to identify the significant factors that affecting customer expectations of service quality in Changi Airport public area terminal 3; (3)To identify the significant factors that affecting customer perception of service quality in Changi Airport Public Area terminal 3. Data was collected using survey questionnaire with Likert scale, it was analyzed using SPSS 21 using descriptive statistics, two tailed test, and faktor analysis. .The factors that have significant impact on customers’ expectations are assurance and security, comfort and convenience, safety and service, ambience and accessibility. While the customers’ perception of service quality is influenced by convenience and service, comfort, ambience and cleanliness, safety, accessibility and security factors.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

PurposeThe purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. The authors take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values.Design/methodology/approachThe authors use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22-item scale of the SERVQUAL approach. Samples are selected based on convenience sampling.FindingsThe authors found differences in the levels of influence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that “assurance” from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes).Originality/valueThe authors recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. The authors contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. The authors further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. The authors found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.

Kesenjangan (GAP) Pelayanan Dan Kepuasan Konsumen Studi Kasus Minimarket X di Jakarta Timur

The man priorities that need to be considered by the marketers is to provide the best possible services to consumers. Good service for customer satisfaction. Above a level of customer satisfaction can be measured by comparing services between customer expectations of service quality they want with the fact that acceptance or perceived.

Service analytics for IT service management

Outsourcing enterprise IT service management is an increasingly challenging business. On one hand, service providers must deliver with respect to customer expectations of service quality and innovation. On the other hand, they must continuously seek competitive reductions in the costs of service delivery and management. These targets can be achieved with integration of innovative service management tools, automation, and advanced analytics. In this paper, we focus on service analytics, the subset of analytics problems and solutions concerning specific service delivery and management performance and cost optimization. The paper reviews various service analytics methods and technologies that have been developed and applied to enhance IT service management. We use our industrial experience to highlight the challenges faced in the development and adoption of service analytics, and we discuss open problems.

Investigating the quality of Service in chain stores using SERVQUAL approach (Case Study: Refah Stores on Alborz Province)

In Today's competitive environment, organizations must evaluate the quality of their products or Service. If it is so bad, they enhance their quality of service and they maintain their customers and competitive position. This is more important in service organizations. One of these methods is the use of SERVQUAL model. The aim of this study was to assess the quality of Service with the goal of determining the quality of Service provided to customers in chain stores Refah Alborz Province and enhancement of quality of the customer's perspective. The results can be used in the Stores Refah and other similar stores. The data collection tool was questionnaires that for its reputation, the comments of experts, professors, experts, and consultants have been used. Cronbach's alpha was used in relation to the reliability that its rate was 0.923. The population of the research includes all customers in chain stores is being Alborz province that was an unlimited number. The sample is 384, which randomly selected through a Crejeci and Morgan Table. However, for more accurate and more confident calculations, researchers distributed 500 questionnaires, of which 428 questionnaires were referred to, and hypotheses are based on 428 questionnaires. The designed questionnaire evaluates qualities of Service in six dimensions (physical environment and tangibility, empathy, assurance, reliability, availability and responsibility). The results suggest that there is a gap between customer expectations of service quality and their comprehension of this matter. There is a positive and significant relationship between quality of Service and Service.

Influence of appearance orientation, BI and purchase intention on customer expectations of service quality in Hong Kong intimate apparel retailing

Breasts are important to a woman's body image (BI). The preferred chest size continues to grow while thinness is idealised. This study took place in Hong Kong intimate apparel retail stores and explored the relationships between various aspects of female self-image and their purchase intentions for lingerie through expectations in customer service, measured by a modified SERVQUAL scale. The proposed model is verified by using structural equation modelling from a survey data of 204 Chinese females. Findings suggest that both appearance orientation (AO) and BI have significant effects on the expectations of service quality. A higher AO is associated with higher service expectations. BI is also positively correlated with service expectations, but to less extent than AO. Individual items of the modified SERVQUAL scale are compared. Theoretical and managerial implications of the results are also discussed.

Wisdom of Domestic Customers: An Empirical Analysis of the Turkish Private Airline Sector

Customer Satisfaction is one of the most important processes in airline industry and is recognized as key to the success of business competition which is the individual’s perception of the performance of the service in relation to expectations. Customers have drastically different expectations and, the objective of airline marketing efforts in today’s fast moving world is to maximize customer satisfaction. For this reason, airline marketers offer more products and services than ever before. In the airline industry understanding what passengers need and expect is essential to providing desired service quality (Gilbert & Wong, 2003) and consequently to understand the airline’s performance levels (Chen & Chang, 2005). An in-depth review of related literature has revealed that a majority of travel researchers tend to define quality as meeting passengers’ needs and expectations. Since customer expectations of service quality may vary at different stages in the service process, it has been strongly argued that in practice, most airlines measure passenger perceptions of their service offerings in order to evaluate and understand the airline's performance level without clear knowledge of passengers' expectations for service in each stage. Consequently, lack of understanding or misunderstanding such expectations could pose serious problems in resource allocation decisions. However, most airlines do not recognize the importance of this approach. Passengers’ expectations are among the factors influencing the service decisions of airlines. The primary objectives of this study are to determine customer expectations and satisfaction of private airline company service in Turkey. There is very limited literature on importance and satisfaction analysis private airline services. Based on a survey of 207 domestic passengers of four Turkish private airlines, this paper reveals passengers demographic profiles, behavioral characteristics, understanding of airline expectations and satisfaction levels with measured involve on twelve factors; convenience of schedules, on time performance, safety, types of airlines, price, comfort, food and drinks, personnel behavior, airline images, baggage services, flight network, cabin services.

Banking Services And Customer's Satisfaction In Qatar: A Statistical Analysis

The main objectives of this study are to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory to Qatari customers. The study also examines empirically the determinants of the buying behavior of bank customers in Qatar. A questionnaire for such purpose was designed and different statistical methods were applied. The policy implications to be derived from such statistical findings is that bank's management should focus on strength areas to confirm them and weakness areas to overcome them.

Rethinking customer expectations of service quality: are call centers different?

Reported studies on call centers emphasize efficiency and control, with possible implications for service priorities, customer orientation and service quality. However, there is little empirical research to test assumptions from the customer’s perspective. This study aimed to establish whether customers expected (predicted) low levels of service from a call center, how this level compared to the minimum level they considered adequate, and whether the perceived customer orientation of the call center was related to service quality expectations. Data were collected in Australia from two sources: end consumers (n = 289) of an insurance provider, and business customers (n = 325) of a bank. Key findings were similar for both samples. First, customers had very high levels of adequate (minimum) expectations, and adequate expectations behaved independently from predicted (forecast) expectations. Second, customer orientation was associated with predicted expectations but not adequate expectations. The paper concludes with suggestions for future research and managerial implications.

The effects of appropriateness of service contact personnel dress on customer expectations of service quality and purchase intention: The moderating influences of involvement and gender

There is a paucity of empirical research that systematically examines the meaning of contact employee dress cues in commercial service settings. We conduct an experiment to test the effects of the appropriateness of service personnel dress on customer expectations of a firm's service quality and intent to purchase banking services. We also explore the moderating effects of involvement and customer gender on the aforementioned relationships. Results show that appropriate (vs. inappropriate) dress resulted in higher service quality expectations and purchase intent. These effects were stronger in low involvement situations and for female customers. The implications of the findings are discussed and future research directions proposed.

Service provider training programs at odds with customer requirements in five‐star hotels

Service providers are recognizing the importance of customer service and are investing considerable amounts of effort, time and other resources into training programs to improve customer service. Customers, on the other hand, are demanding greater levels of service. The importance of customer expectations of service quality has been acknowledged. However, there are relatively few studies which address the extent to which customer expectations of service quality and their subsequent assessment of the service compares with that of the service providers and even fewer which try to redress the issue through training programs. Builds on the existing literature and reports the results of a three‐phased study which investigates the mismatch between customers’ and employees’ assessments of service in five‐star hotels. Concludes with practical implications and recommendations for service provider training programs.