SERVQUAL Dimensions Research Articles

Mining service quality feedback from social media: A computational analytics method

In spite of the growing opportunities and demands for using social media to assist government decision-making, few studies have investigated social media sentiments toward public services due to the large volume and noisy nature of big data. Taking a design science approach, this paper suggests a systematic method to assign tweets into each of the SERVQUAL dimensions to identify sentiments and track perceived service quality of healthcare services for policy makers. The method consists of (1) identifying more reliable topic sets through repeated latent Dirichlet allocation (LDA) and clustering; and (2) classifying tweets using topics based on an existing theory for service quality. The method is applied to tweets on the quality of NHS of the UK to demonstrate its usability. We measured social perceptions of healthcare service quality and identified keywords for each SERVQUAL dimension. Moreover, a comparison between the social perceptions derived from the tweets and traditional survey result on the same service quality shows the similarity which confirms the usability of the proposed method. The method has a practical value as a complimentary tool for the more expensive national scale surveys as well as academic value as a novel method integrating text mining with theoretically sound quality framework, SERVQUAL.

EXAMINING SUBJECTIVE AND OBJECTIVE E-COMPLAINTS AND SERVICE QUALITY IN BANGKOK HOTELS

Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.

The Analyzing Online Learning Satisfaction and The Use of LLS

This mixed-method approach study is conducted to find out the positive relationship between students’ satisfaction and their LLS use in the context of ICT for ELL. Having wed out for the sake of validity and reliability, 46 sets of both SERVQUAL and SILL questionnaires were then administered to 83 students of telecommunication engineering at Akademi Telkom Jakarta. The result of the study was explained in inferential and descriptive as well as qualitative in nature. The statistical result confirmed the positive effect of online learning satisfaction on the use of LLS. The low correlation coefficient is detected between students’ satisfaction and the use of LLS (r =.235, p <.05); however, the regression model Y=74.3+0.20X is then eligible to estimate and generalize. Thus, by paying attention to SERVQUAL dimensions, the students will more explore their LLS use. The findings provide a greater understanding of students’ satisfaction and LLS use. LLS – CALL integration model could be developed as the implications of the research for further study.
 Keywords: ICT, Language Learning Strategies, Online Learning, Student Satisfaction, SERVQUAL

Comparative study on patient satisfaction on healthcare service delivery in selected private and government hospitals

Health service delivery is considered a way of rendering care to patients by healthcare institutions either primary, secondary, or tertiary hospitals which sustains their day-to-day operations. This is also the arena where quality service is a factor that attracts a patient's satisfaction. The study aims to assess and compare patient satisfaction in selected level 1 hospital institutions in Mabalacat and Angeles City, Philippines via SERVQUAL dimensions. Descriptive-evaluative and descriptive-comparative design were employed. A total of 147 patients both in private and public hospitals participated via purposive sampling technique. An adopted questionnaire was utilized and the data were analyzed using SPSS version 23. Results showed that the majority of the patients are very satisfied in overall dimensions (x=4.34, SD=.822). In terms of comparisons between hospitals, only the assurance (χ2 (2)=3.96, p=.047) and tangible (χ2 (2)=6.700, p=.010) revealed significance among other dimensions. It showed that the level 1 hospital both in public and private institutions, even they are considered lacking of resources than other higher-level hospitals, they're still able to provide the necessary quality care to their patients which is evident in overall satisfaction results.

KEPUASAN PELANGGAN TERHADAP PELAYANAN JASA PENGUJIAN DI INSTANSI X

Agency X has implemented ISO 9001 with periodic evaluation. The research objective was to determine the quality of testing services. Measurement data for 2015, 2016, and 2017. The methodology used is quantitative descriptive narrative, data collection by a survey, observation, and interviews. Based on internal calculations of agency X, Permenpan number 14 of 2017, and 5 servqual dimensions. Results calculation of customer satisfaction in 2015, 2016, and 2017 have achieved the quality target. Customer dissatisfaction gap by 25% annually, one of the reasons is the duration of testing time that exceeds the provisions, due to additional requests from customers.

Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries

PurposeThe purpose of this paper is to gauge the health-care services from a patient’s perspective in five private hospitals in the Syrian capital Damascus.Design/methodology/approachThe five dimensions-SERVQUAL model (tangibility, empathy, assurance, reliability and responsiveness) was implemented to measure the gap between patient’s perception and expectation in health-care service quality.FindingsThe SERVQUAL tool proved to be reliable and valid in assessing service quality in Syrian health-care setting. The assessment of the service quality from a patient’s perspective shows that all SERVQUAL dimensions were negative except for tangible element that scored (+0.57) gap. Based on patient’s expectation, empathy scored the highest score with (4.37), followed by responsiveness (4.17), reliability (3.90), tangibility (3.82) and assurance (3.45). The widest negative gaps among the 22 SERVQUAL items were related to listening skills of hospital staffs (−1.52) and for spending enough time with patient (−1.81). This study indicated that tangible dimension plays a significant role in balancing the deficiency in other service quality dimensions. In addition, communication skills of medical and paramedical staff should be improved to ameliorate patient’s perception about health-care services.Research limitations/implicationsThis study provides valuable insights into the patient’s perception, but the feedback from hospital staffs (doctor, nurses) and hospital’s senior managers also considered potential rich information sources. This survey is conducted in the capital, and future research should include replication of this study in the other 13 Syrian governorates before generalizing the findings of this research.Practical implicationsHospital administrator could use SERVQUAL model to improve their operational performance as well as to benchmark their behavior against other competitors in the health-care market in Damascus. This paper provides valuable information to policymakers and top hospital management to understand patient-centered care and to improve health-care system in Syria. Besides, this research provides a marketing insight to realize what patient expects and how she/he assesses the care service.Originality/valueTo the author’s knowledge, this is one of very few studies conducted to assess service quality in private health-care sector in Damascus. The main contribution of this study is providing the empirical evidence that the five dimensions-SERVQUAL scale proved to be reliable and valid instrument for measuring and analyzing health-care service quality in Syria.

Developing Strategy for Heritage Tourism Supply Chain Quality Management

Increasing the tourism sector has a positive impact on a country. The Indonesian government has targeted to increase the number of tourists from year to year including the heritage tourism sector. However, the number of the heritage tourism sector increases slowly. To overcome this problem, this research is aimed to investigate the services performed by managements of that sector; the barrier and driver factors of heritage tourism supply chain quality management; and to identify strategies that can be implemented to improve the sector. This study used SERVQUAL method to analyze service performance of the sector. Furthermore, an in-depth interview was conducted to achieve completed objectives. The data obtained from questionnaires and interviews in several heritage tourism areas located in East Java Province of Indonesia. The results show that all SERVQUAL dimensions stay on the adequate value range. Visitors argue that the heritage tourism sector in East Java has interesting locations, collections and circumstances. However, the sector has several weaknesses compared to other tourism sectors. The strategy that can be done to improve the performance of this sector are to perform the area as an event venue, additional visiting hours, integration with other types of tourism sectors, making websites as a means of promotion.

Analisis Kepuasan Pengguna Website Asuransi Untuk Peningkatan Pelayanan Asuransi Studi Kasus www.Cakrawalaproteksi.Com

Currently, technology has developed quite rapidly and covers all aspects, including in the insurance industry. Almost every insurance company has a website or social media that can be accessed by all internet users as a means of promotion and transactions. PT. Asuransi Cakrawala Proteksi is an insurance company that also carries out promotions through websites and social media. This research will discuss the customer satisfaction of PT. Asuransi Cakrawala Protection with the role of social media. Customer satisfaction is determined by looking at the difference between the actual value received and the expected value using the website and social media Facebook. From calculating the level of customer satisfaction with ServQual dimensions and simple analysis, a strategy will be produced to maintain or increase customer satisfaction.

Analisis Kepuasan Pengguna Website Asuransi Untuk Peningkatan Pelayanan Asuransi Studi Kasus www.Cakrawalaproteksi.Com

Currently, technology has developed quite rapidly and covers all aspects, including in the insurance industry. Almost every insurance company has a website or social media that can be accessed by all internet users as a means of promotion and transactions. PT. Asuransi Cakrawala Proteksi is an insurance company that also carries out promotions through websites and social media. This research will discuss the customer satisfaction of PT. Asuransi Cakrawala Protection with the role of social media. Customer satisfaction is determined by looking at the difference between the actual value received and the expected value using the website and social media Facebook. From calculating the level of customer satisfaction with ServQual dimensions and simple analysis, a strategy will be produced to maintain or increase customer satisfaction.

Service Delivery and Customers’ Satisfaction in Public Organizations: A Case of Registration Insolvency and Trusteeship Agency (RITA)

Provision of quality services which meet customers’ expectations is very crucial for every organization; it increases trust and loyalty of the services provided as well as organization competitiveness in the market. However, most of public organizations seem to offer low quality services by considering time taken to deliver the service, flexibility and transparency as well as cost effectiveness. Therefore, this study aimed at assessing the service delivery and customer’s satisfaction in public organizations in Tanzania drawing experience from Registration Insolvency and Trusteeship Agency (RITA). SERVQUAL model was employed using five dimensions; (tangibility, empathy, reliability, responsiveness and assurance) and primary data from 200 sampled respondents from four districts of Dar es Salaam region. The model summary of regression analysis shows that independent variable tangibility, reliability, and assurance are statistically significant to influence customer’s satisfaction (the significant value is below 5%). This indicates improvement of SERVQUAL dimension multi-items of the tangibility, reliability, and assurance such as working facilities and good personnel skills increases the level of customer satisfaction on the services provided by RITA. Though responsiveness and empathy has positive impact on customer’s satisfaction, they are not statistically significant to influence customers’ satisfaction. The study concludes that public organizations should do its best to improve customer’s satisfaction. The three broad areas that the study recommends includes improvement in services quality, reduction of services gap and increase customers’ awareness and accessibility to the services.

Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java

Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.

Effects of service quality on satisfaction in Eastern University Library, Bangladesh

This study evaluated the effects of SERVQUAL dimensions on user satisfaction at Eastern University Library, Bangladesh. A modified SERVQUAL instrument was adapted to the local arrangements and included 30 statements under five dimensions with a seven-point Likert scale for evaluating the effects of library service quality on user satisfaction. A survey was conducted among 51 teachers and 163 undergraduate and 38 postgraduate students. The effects of five SERVQUAL dimensions were computed through multiple regression analysis, where the five dimensions were used as independent variables and user satisfaction was used as the dependent variable. The regression model was established as significant ( p < 0.001) and explained the 56.9% variation in user satisfaction. The results recommended that tangible facilities ( p < 0.001), staff responsiveness ( p < 0.001) and the resources ( p < 0.004) of the library significantly influenced user satisfaction. Several statistical methods supported the reliability and validity of the model, which will prompt further research on service quality and its impact on user satisfaction in academic libraries.

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.

Determining Quality Factors Contributing to Chalet and Resort Guest Lodging Satisfaction using SERVQUAL Dimension Analysis

The aim of this study is to determine the relationship between quality factors: service, facility, and location and chalet and resort guest satisfaction by utilizing the SERVQUAL dimension. The sample of the study involving 152 guests from five selected chalets and resorts along the beach of Pengkalan Balak, Malacca, Malaysia. The correlation analysis provided supports for the existent of the relationship between guest satisfaction and the studied dimensions. It is noteworthy to justify that customers were satisfied with the service provided and the relationship between the SERVQUAL dimension and satisfaction was explored. Now, the direction of the tourism industry in Malaysia has discerned towards. Thus, the government can sally forth to face the proactive action to support the small and medium industry (SME) tourism business entities by improving the aforementioned quality factors. If the quality is maintained and continued to serve well, the chalet and resort lodging businesses in Pengkalan Balak could have beneficial effects upon the tourism industry which ultimately flourish the surrounding community and spark interest among tourists to visit the destination.

Consumer Satisfaction on Wetland Rice Agro-Tourism in Daerah Istimewa Yogyakarta (DIY)

In Daerah Istimewa Yogyakarta (DIY), wetland rice agro-tourism grows rapidly and is in demand as the medium of education about agriculture. The attractions include planting rice and ploughing fields. This study aim was to determine the consumer satisfaction level of wetland rice agro-tourism. This research was conducted at Pentingsari Tourist Village, Yogyakarta, because it offers wetland rice agro-tourism. The respondents were 70 people, it was determined by accidental sampling. The CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) were used to determine consumer satisfaction. The attributes were derived from the servqual dimensions (tangibles, reliability, responsiveness, assurance and empathy). The results have revealed high satisfaction level of consumers from DIY and outside DIY, however, there are several aspects that need improvement. Consumers had different evaluation over the attributes of services. To rise the satisfaction of consumers from DIY, wetland rice attraction must be packaged more attractively by improving the tour guides in term of communication skills. To improve the satisfaction of visitors from outside DIY, homestay facilities need to be enhanced without leaving the uniqueness of countryside and the guarantee of safety.

Measuring Perceived Service Quality in Healthcare Setting in Developing Countries: A Review for Enhancing Managerial Decision-making

Healthcare is vital for the overall well-being of an individual. The service quality in healthcare is a matter of great importance for health institutions across the world. With increasing patient awareness and rising competition among hospitals, patient perception of healthcare quality has become very relevant. This study aims to review the literature to explore the concepts of perceived service quality, customer satisfaction, and behavioural intentions. The study has attempted to look into the relationship between perceived healthcare service quality, patient satisfaction, and behavioural intentions of patients. Healthcare service quality is measured using SERVQUAL dimensions as well as other dimensions specific to the healthcare sector. The findings clearly show that perceived healthcare service quality, patient satisfaction, and behavioural intentions are closely related to each other, and high-quality services lead to satisfied patients who further exhibit positive behavioural intentions.

SERVQUAL Gap Analysis of Nepalese Commercial Banks

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

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Hospital’s perceived service quality is a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. The quality of services which is provided by healthcare providers emphasizes the actual hospital service process. In the hospital, patients’ satisfaction and hence loyalty could be widely used to determine hospital service quality. The study adopted a regression and path analysis utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) approach to analyze the influence of perceived quality of services of hospitals on patient’s satisfaction and loyalty based on the SERVQUAL dimensions. The study used data from (562) out-patients who had received services from (4) four major private hospitals in Ghana using purposive census sampling technique. Based on the analysis results, all five dimensions of the health services quality predictor of patients’ level of satisfaction and loyalty to the hospital’s services, explained that patients’ satisfaction and loyalty was affected by all dimensions of health service quality (RATER) simultaneously. Nonetheless, different impacts will be obtained if all dimensions were measured separately. The study incited that patients’ satisfaction and loyalty are influenced by the quality of medical/hospital services through its five components: reliability, assurance, tangibility, empathy and responsiveness.

Consumer Perceptions and Expectations of Service Quality: Assessment through SERVQUAL Dimensions

Consumer Perceptions and Expectations of Service Quality: Assessment through SERVQUAL Dimensions

Prioritizing Factors Affecting Health Service Quality using Integrated Fuzzy DEMATEL and ANP: A Case of Iran

Background:Quality of services is one of the important factors affecting the success of service organizations. However, due to limited resources, organizations should identify the most important dimensions of service quality and take some measures to improve them.Objective:To identify and prioritize the factors affecting service quality from the viewpoints of all health care stakeholders in the teaching hospitals and the headquarters affiliated to Shiraz University of Medical Sciences.Methods:This is an applied, cross-sectional and descriptive-analytical study conducted in the teaching hospitals and the headquarters affiliated to Shiraz University of Medical Sciences. The study population consisted of all health care stakeholders, including patients, patients' families and relatives, general population, health care policymakers and managers, and health service providers such as matrons and supervisors. Six people of each studied stakeholder group were selected as the study sample using a purposive sampling method (n=30). A pair-wise comparison matrix designed based on the SERVQUAL dimensions was used for making pair-wise comparisons and collecting the required data. The collected pair-wise comparison data were analyzed through Fuzzy DEMATEL and ANP techniques using Super Decision 2.2 and Excel 2007.Results:The results showed that Access (NW=0.39018) and Tangibility (NW=0.05873) had the highest and lowest priorities.Conclusion:According to the results of the present study and from the studied health care stakeholders' viewpoint, access to care was the most affecting and most important dimension to be improved. Therefore, in order to improve patients' access to the health care services, some suggestions can be made such as providing appropriate facilities for patients' families and relatives, offering special discounts to the poor, providing easier access to the emergency entrance, providing parking and accommodation for patients and their relatives, employing and using the appropriate number of staff, and delivering 24-hour and high-quality health care services.