Definition Of Service Quality Research Articles

Benchmarking the performance of urban rail transit systems: a machine learning application

Urban rail transit (URT) systems operate in heterogenous environments where their performance is affected by many exogenous factors. However, conventional benchmarking methods assume homogeneity of many of these factors which could result in misleading comparisons of performance. This study provides a methodological contribution to the transit benchmarking literature through a systemic data-driven method which accommodates heterogeneity among URT. A unique international dataset of 36 URT systems in year 2016 is utilised. Operators are clustered based on indicators of operational performance through machine learning algorithms which enables like-for-like comparisons of performances. Data envelopment analysis with bootstrapping is then used to evaluate operators’ efficiency performance within a cluster. Further, ANOVA and post-hoc tests are applied to explore variations and correlations among different aspects of performance. Our clustering results corroborate the natural geographic grouping of the systems. Further, we highlight the complexity of the definition of service quality in the transit sector.

An Evaluation of the Relationship Between Human Resource Practices and Service Quality: An Empirical Investigation in the Canadian Hotel Industry

Human resource (HR) practices have been recognised as a key function in enhancing organisational productivity and competitive advantage. It has been noted that most studies that are based on the relationship between HR practices and performance indicators (e.g., service quality) in hotels hide an important element that tells hoteliers which factors to concentrate on in cases of poor performance. Our study aimed to examine the influence of HR practices on service quality in the Canadian hotel industry. This study seeks to investigate how HR practices (recruitment and selection, training, rewards and incentives, and internal career opportunities) help to improve the service quality. We used a qualitative method by establishing three sets of semi-structured interviews to obtain data from the top to the bottom of the hierarchy within hotels. We found that HR practices help in delivering high service quality. A key contribution of this study that it offers a workable definition of service quality and then a robust model for the relationship between HR practices and service quality that contributes to enhance knowledge of the causal relationship between them. In addition, our study contributes by identifying which HR practices a hotel could adopt to gain a service quality advantage in the marketplace. The data gathered for the proposed study may limit the findings' applicability to independent hotels that are not affiliated with international hotel chains. However, because of the low number of empirical research and the need to get a deeper knowledge of the link between HR practices and service quality, generalisation of the findings from the current descriptive-qualitative study is not a concern. Further research may include some control and context variables (e.g., hotel ownership type, position level, gender) that we did not include in this investigation. In addition, in the future, we recommend using mixed method (quantitative and qualitative) in order to come up with more generalisable results.

What does ‘quality’ mean in the context of rural extension and advisory services?

The quality of rural extension and advisory services is a crucial element in fostering innovation and rural development. This article aims to clarify the concept of quality of rural extension and to develop a preliminary theoretical framework. An ample literature review was conducted in search of articles on service quality and quality of rural extension and advisory services. The first part presents the main results of the literature searchon quality of extension services. The definition of quality is not universal. Quality cannot be conceptualized only as farmers’ satisfaction or as extension results. It has different dimensions or components and stakeholders have different points of view about it. The second part of this article discusses the definition of service quality and the concept of Total Quality Management and underlines that the concept of quality variesaccording to industry types or contexts and is the result of complex negotiation among different stakeholders. Finally, a comprehensive theoretical framework for addressing quality of rural extension and advisory services is presented that differentiates among enablers that limit or facilitate the delivery of quality rural extension and advisory services, the production and delivery processes, and results obtained. Here, the key roleplayed by quality self-assessment and organizational learning is highlighted.

A Study on the Development of Service Quality Scale in Traditional Market for Big Data Analysis

The purpose of this study is to develop a measure of service quality in the traditional market by examining previous research on the service quality of the traditional market studied so far. After defining basic concepts through definition of traditional market and existing studies, 5 categories of configuration items for SERVQUAL measurement in traditional market were made up based on existing researches related to definition of service quality and service quality of traditional market. A survey was conducted on the items that fit the intention of this study and various statistical analyzes were conducted. Statistical analysis was performed using SPSS 22.0 and AMOS 22.0. The reliability of the items was measured by the reliability test, and the predictability and accuracy of the items were examined. The validity of the measured variables was verified through confirmatory factor analysis. Reliability, empathy, responsiveness, certainty, and tangibility were the most important factors in this study. Responsiveness factors include communication, time reduction, real time, promptness. Assurance factors include the assurance of delivery, prompt answers, product knowledge items. Tangibility factors include, convenient device systems, location information, presence as a fact, and as a result, the latest modern items are adopted. The quality of service in the traditional market developed in this study was found to be good in reliability and validity test. Confirmatory factor analysis result using structural equation model also met the conformity index standard. If service satisfaction is measured based on this research, basic data can be presented to policy makers who implement policies on traditional markets to make the right decisions. In addition, it will be able to provide traditional market operators with operational strategy and marketing data. In the future, based on the traditional market service quality scale developed in this study, it is necessary to grasp the factors to be continuously managed to improve the service quality of the traditional market, user satisfaction, and intention to use.

The Conceptual Paper on Service Quality and Business Zakat Compliance Behaviour among SMEs in Kedah

The quality of service is an essential element in evaluating the capabilities of an institution to meet its goals. The purpose of the conceptual framework is to study the relationship between the service quality of Lembaga Zakat Negeri Kedah and the compliance of business zakat payers. The paper discussed the introduction of zakat, definition of service quality, service quality model, compliance behaviour and the relationship between service quality and compliance behavior of zakat payers. The SERVQUAL Model and Theory of Planned Behavior are discussed in this paper to measure the relationship between service quality and the compliance behavior of zakat payers. The recommendation of service quality improvement by Lembaga Zakat Negeri Kedah has been suggested in this study.

The impact of social capitals on service quality of Chinese educational institutions: A multilevel analysis

SummaryMost of the existed researches of educational service quality are concentrated on the definition of service quality in education, measurement methods and the establishment of scales, or on student perception of service quality and its implication, while researches on the causes of educational service quality are quite scarce. In this study, the discussion on the causes of educational service quality was complemented from the perspective of social network, especially through analysis at the team level. A total of 478 copies of social network questionnaires were collected from 15 educational teams. Meanwhile, targeting at the educational institutions' customers, the service quality survey was conducted with 1,487 copies of valid samples in total. The results indicate that individual‐level social capital in the form of trust relations positively influences educational service quality. Among the group level factors, group centrality and number of cliques have a significant impact on group members' service quality, which also moderate the effect of trust on service quality.

Models and Methods of Measuring the Quality of Logistic Service

The main aim of the article is the identification and critical assessment of the most commonly used models and methods of measuring service quality. The last part of paper is dedicated to the overview of measurement issues taking into account the specific features of logistics service. The paper was based on the research method of systematic literature review and critical analysis of research achievements. The article includes: (i) definitions of service quality, (ii) identification of the most popular models of service quality, (iii) overview of measuring methods of service quality, and (iv) the main research achievements on account of logistics service quality.

Developing a scale for service quality measurement in banks

Socio-cultural contexts determine different aspects of service quality; therefore, the definition of service quality varies from one setting to another. The measures of bank service quality that largely come from the research in the western context cannot be used as such in developing countries. This paper develops a scale for measuring service quality in the banking institutions of Pakistan, a developing country. Data was collected from the customers of four large banks in Pakistan using a mall intercept approach. Using confirmatory factor analysis on AMOS a measurement scale was developed. Bank service quality emerged as a six dimensional construct. The developed model is different from previous models reported in the literature, showing that determinants of service quality are essentially context-dependent. The model showed sound psychometric properties. The findings are noteworthy in that they expand our knowledge of what actually matters in the measurement of bank service quality.

Measuring service quality: a systematic review of literature

The purpose of this paper is to present a systematic and up-to-the-date review of the extensive research that has been conducted on the conceptualisation and measurement of perceived service quality. Definitions, conceptual models and measurement approaches of perceived service quality are discussed and reflected on. A systematic approach was adopted to critically review the service quality literature from the past 35 years. The comprehensive literature review highlights that service quality has been measured: (i) as both uni-dimensional and multi-dimensional models; (ii) as multi-level hierarchical models and (iii) as customers' lived experiences. A definition of service quality, incorporating emotions, is proposed. The contribution of the paper lies in achieving a more profound understanding of the nature of perceived service quality, which might be of use for both academics and industry. By organising and synthesising the major research streams and the individual studies within them, this paper provides a comprehensive framework not only for future researchers but also for practitioners.

Developing a decomposed customer satisfaction index: An example of the boutique motel industry

This study develops a decomposed customer satisfaction index (CSI) model to help researchers understand how to achieve a higher level of customer satisfaction. The process followed in developing the decomposed CSI model comprised three phases. To define the service quality (SQ) construct, we first utilised the Delphi method approach in which an expert panel was formed and convened to bring together knowledge and opinions and eventually achieve a consensus on the definition of SQ. The next step was to undertake exploratory factor analysis and confirmatory factor analysis to determine the factor structure of the SQ construct. Finally, a decomposed CSI model was developed by revising the original CSI model and incorporating the decomposed SQ construct.

Building Telecoms Service Quality for Brand Loyalty

Service firms dependent on high technological infrastructure operate within a different service context from typical professional service firms. As a result, there is a tendency for such service firms to deviate from the existing (customer-centric) schools of service quality definition and measurement. This becomes difficult to operationalise within the context of brand loyalty. This led the researchers to review the extant literature in the relevant subject areas with the aim of finding out whether there has been a shift in the definition of service quality for high-tech dependent service firms. Following this, a pilot study consisting one-on-one interviews and a field survey was conducted. The aim was to gain insight on the understanding of key technical managers of a telecoms operator (MTN) in Lagos, Nigeria. On the other hand, the field survey of MTN customers was also carried out to juxtapose customer perception, based on the findings in the literature, with the orientations of the managers. The results indicate a disconnect between managers’ orientations and the perception of their customers. While managers believe that their customers are loyal to their brand due to operational efficiency provided, customers indicate a very high switch-over rate to the firm’s competitors irrespective of operational efficiency. Suggestions on how service quality can be operationalised for brand loyalty were given as well as areas requiring further research.

Building Telecoms Service Quality for Brand Loyalty

Service firms dependent on high technological infrastructure operate within a different service context from typical professional service firms. As a result, there is a tendency for such service firms to deviate from the existing (customer-centric) schools of service quality definition and measurement. This becomes difficult to operationalise within the context of brand loyalty. This led the researchers to review the extant literature in the relevant subject areas with the aim of finding out whether there has been a shift in the definition of service quality for high-tech dependent service firms. Following this, a pilot study consisting one-on-one interviews and a field survey was conducted. The aim was to gain insight on the understanding of key technical managers of a telecoms operator (MTN) in Lagos, Nigeria. On the other hand, the field survey (of MTN customers) carried out was aimed to juxtapose customer perception, based on the findings in the literature, with the orientations of the managers. The results indicate a disconnect between managers’ orientations and the perception of their customers. While managers believe that their customers are loyal to their brand due to operational efficiency provided, customers indicate very high switch-over tendencies to the firm’s competitors irrespective of operational efficiency. Suggestions on how service quality can be operationalised for brand loyalty were given as well as areas requiring further research.

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.

The Conceptual Domain of Service Quality for Inpatient Nursing Services

This exploratory study examines the conceptual domain of service quality for inpatient nursing services. The findings suggest that the prevailing conceptual definition of service quality, as articulated by Parasuraman, Zeithaml, and Berry (1985, 1988), does not accurately describe service quality for the customers of inpatient nursing services. A definition of inpatient nursing service quality is provided, and an instrument based on that definition, the Inpatient Nursing Service Quality Scale, is presented. The instrument's construct validity, nomological validity, and reliability are examined, and the findings are favorable. The results of the study reveal that service quality perceptions for hospital inpatients consist of five dimensions: compassion, uncertainty reduction, reliability, close relationships, and individualized care. The dimensions are significant predictors of several outcomes, including global perceptions of service quality, willingness to recommend, and repurchase intentions. It is argued that industry-specific qualitative research should be conducted before using generic service quality measurement tools or instruments developed in other industries.

Measuring service quality: current thinking and future requirements

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop their own measurement methods. This paper reviews this debate in relation to six key aspects: the purpose of the measurement instrument; the definition of service quality; models for service quality measurement; the dimensionality of service quality; issues relating to expectations; and the format of the measurement instrument. The main areas of agreement and disagreement are identified. As a result the continued use of the SERVQUAL instrument is called into question, and areas for further research are identified.

Case study: service quality, business process re‐engineering and human resources: a case in point?

Features a case study of a major bank which aimed to achieve corporate transformation and a dramatic improvement in service quality. The links between service quality, customer satisfaction and corporate profitability in UK banking are outlined in order to set in context the many quality improvement initiatives undertaken by UK retail banks in recent years. Business process re‐engineering has proved to be the most popular of service quality initiatives but most have been limited to single processes rather than corporate transformation as portrayed in the case study. The five‐year corporate transformation programme focuses on employee communications, the redesign of work, recruitment and reward processes and the introduction of consumer research‐based national quality standards. The bank was rewarded for its efforts, coming top for three consecutive years in the Which? service quality surveys and, according to its own data, which contributed to a rise in customer satisfaction and customer retention at a time of declining employee satisfaction. Future developments in service quality segmentation and a working definition of service quality are proposed.

Measuring service quality: A hybrid methodology

This paper considers definitions of service quality, outlines the issues in the measurement of service quality (including criticisms of SERVQUAL, the most common instrument for measuring service quality) and proposes a hybrid methodology which overcomes many of the problems of existing approaches. The customer value workshop (CVW), the proposed approach, integrates qualitative and quantitative techniques to provide insights into what creates value for customers. It achieves this through the use of technology and a modification to the focus group method. Conceptually, it incorporates a variation on the gap model. A by-product of the CVW is that it acts as a very powerful impetus for service quality improvement through the provision of specific information (the enunciation of what customers would value in the ideal or world's best practice service, how they perceive current performance against their own set of best practice values and what they find irritating), through the involvement of employees in the process and through the partnering with customers that results. Although a somewhat risky approach when real commitment to quality management goals does not exist, this approach provides direction for quality programmes and can form part of the organizational development process. The CVW is proposed as the preferred method of business-to-business market research when customer focus, quality service and quality improvement are goals of the organization.

Dropping 'E's: the missing link in quality assurance for disabled people

Community Care reforms have revived interest in service quality. It is argued that the definition of service quality is value-led and that domi nant ideologies have contributed to the continued oppression of disabled people. The design of quality assurance systems is considered and it is suggested that organisations controlled by disabled people have a central role to play in providing disablement services. Two conclusions are drawn. First, service quality cannot on its own be a sufficient condition for disabled people's emancipation. Second, 'quality' has been used as a policy substitute for the necessary con dition of 'equality'.

Service Quality in the Distributor-Retailer Dyad:

The primary objective of this research was to investigate service quality issues as they relate to retail channel systems. The results of the research indicate that distributors and retailers were consistent in their definition of service quality, but varied somewhat in their perceptions of the relative importance of the items comprising service quality. The research also documents the rewards distributors received for providing superior levels of service quality to their retail customers.

Customer Care in Service Organisations

The quality of service and customer care in the context of the marketing of services are considered. The focus is on distinguishing characteristics of services, definitions of service quality and the use of consumer research to assess expectations of and satisfactions with service quality — providing examples from a variety of organisations. Particular attention is given to the interpersonal interactions between contact personnel in service companies and customers, and the need for internal marketing, a consumer orientation, and the consequent provision of customer care, with reference to a number of examples in the tourism and financial service sectors.