Tangible Dimensions Research Articles

Service Quality in Iranian Hospitals From Patients' Perspectives Based on the SERVQUAL Model: A Systematic Review and Meta-Analysis.

This study aimed to evaluate the service quality in Iranian hospitals from patients' perspectives based on the SERVQUAL model. A thorough exploration of online electronic databases, including Scopus, PubMed, Web of Science, IranMedex, and the Scientific Information Database (SID), was undertaken using keywords extracted from Medical Subject Headings such as "Quality of Health Care," "Hospital," and "Patients" spanning from the earliest available records up to August 11, 2023. In the context of 25 cross-sectional studies encompassing a collective participant pool of 8021 hospitalized patients in Iranian medical facilities, an assessment of patients' perspectives on the quality of hospital services revealed a mean perception score of 3.54 (SE = 0.08). Concurrently, the mean expectation score for the quality of services was determined to be 4.43 (SE = 0.06). Using the SERVQUAL model, the overall disparity between patients' perceptions and expectations was calculated as -0.89. Subsequent examination of specific dimensions within the SERVQUAL framework revealed gaps between patients' perceptions and expectations in the tangibility dimension (-0.84), reliability dimension (-0.94), responsiveness dimension (-0.91), assurance dimension (-0.89), and empathy dimension (-0.82). Therefore, healthcare administrators consider the study's findings as a motivating force to initiate measures aimed at improving service quality in Iranian hospitals. Tackling the recognized shortcomings and areas requiring enhancement holds the promise of raising patient satisfaction levels and, consequently, improving overall healthcare outcomes.

Pengukuran Tingkat Kepuasan Produk Hand Craft di Home Industri Menggunakan Metode Servsqual dan IPA

Recently, businesses in the handicraft sector have been very popular with the people of Batam City. The hand craft business produces handicraft items such as plaques, name plates, acrylic house numbers, acrylic motorbike plates, acrylic boxes and others. Rusya's hand craft business already has regular customers, consumers who come from Batam City and outside Batam City. From the research results for the tangible dimension of the quality satisfaction category, the value is positive, for the reliability dimension there is 1 attribute that has a negative value, namely statement number 5 with a value of -0.16. For the responsiveness dimension, there is 1 attribute that is not satisfied with a value of -0.1, namely statement number 9, namely speed and toughness in handling consumer complaints. For the empathy dimension, namely number 15, namely the employee attribute section that cares about consumer desires when ordering products, it has a value of -0.1. Solutions that need to be improved by providing services in accordance with what has been agreed upon, providing targets for employees, providing professional workers in accordance with their fields

Demographic insights in service quality and citizen’s charter implementation

This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistical analyses, including descriptive and inferential methods, revealed that San Mariano consistently outperformed Ilagan in all SERVQUAL dimensions. Higher scores in tangibles, reliability, and responsiveness at San Mariano suggest stronger infrastructure, timely service delivery, and attentiveness. Assurance and empathy scores indicate that respondents at San Mariano perceived staff as more knowledgeable and compassionate. Demographic analyses highlighted a strong correlation between type of respondent and educational attainment, reflecting the influence of qualifications on roles. The findings emphasize the importance of infrastructure, staff responsiveness, and personalized attention in shaping service quality perceptions, particularly for campuses like Ilagan, where targeted improvements in tangibles and empathy are needed to enhance stakeholder satisfaction.

The Relationship Between Customer Satisfaction and Service Quality of the Kuwait Airways (KU)

This research sought to determine the SERVQUAL dimensions that have been commonly referenced in earlier studies, namely tangibility, empathy, assurance, reliability, and responsiveness, and to evaluate their impact on KU customer satisfaction. To fulfill the objectives of the study, two hundred structured questionnaires were distributed among KU customers, yielding 155 completed responses, which corresponds to a usable response rate of 77.5%. The analysis of the collected data indicates that passengers prioritize the dimensions of assurance, tangibility, and responsiveness, with assurance being recognized as the most significant factor influencing the service quality of KU. Furthermore, the findings suggest that customer satisfaction is influenced by the demographic characteristics of the respondents. The analysis underscores the importance for decision-makers to focus on aspects within the assurance, tangibility, and responsiveness dimensions of SERVQUAL to enhance customer satisfaction and loyalty.

Beyond SERVQUAL: Culturally Sensitive Approach for Optimizing School Service Quality Management

This study analyses how service quality management can be optimized in schools to improve customer experience, focusing on SERVQUAL dimensions, including cultural relevance. A qualitative approach with a case study type was chosen to answer the focus of the study, using interview, observation, and documentation methods. Data analysis was carried out in stages, starting with data reduction, data presentation, and conclusion. The study results indicate that the dimensions of tangibles (physical facilities), reliability, responsiveness, assurance, and empathy significantly affect customer satisfaction and trust. This study also found that cultural relevance is important in increasing student and parent engagement. Respect for their culture makes the educational experience more positive. This study provides important implications regarding the need for schools to manage all dimensions of service quality well, including understanding and accommodating student cultural diversity, to create a more inclusive and supportive learning environment. This study is expected to be a reference in developing better education policies.

Analisa Kepuasan Pelanggan terhadap Kualitas Pelayanan pada PT Tj Bros dengan Metode SERVQUAL (Service Quality)

This study aims to evaluate the service quality of PT TJ Bros using the SERVQUAL method, which includes five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected through a Likert-scale questionnaire from 50 active customers selected using purposive sampling. The analysis measured the gap between customer expectations and their perceptions of the company's services.The findings indicate that all service dimensions exhibit negative gaps, meaning the service quality does not fully meet customer expectations. The responsiveness dimension shows the largest gap (-0.80), reflecting delays in responding to customer complaints or requests. The tangibility dimension also demonstrates a gap (-0.40), indicating a need for improvements in physical facilities, such as cleanliness, waiting area comfort, and employee appearance. In the empathy dimension, customers feel a lack of personalized attention, with a gap of -0.60.To enhance customer satisfaction, the company is recommended to improve its customer response system using technology-based complaint management, upgrade physical facilities, and train employees in communication and personalized service. Adjustments to employee uniforms and training to maintain service consistency are also suggested.In conclusion, comprehensive improvements in operational systems, facilities, and employee skills are necessary to enhance service quality. By meeting or exceeding customer expectations, PT TJ Bros can boost customer loyalty and strengthen its competitive position in the market.

Customer satisfaction through service quality dimensions: A study on perishable products purchased through online mobile apps in Klang Valley, Malaysia

Purpose: This study aims to identify the primary determinants of consumer behavior influencing customer satisfaction in the context of online mobile application (App) purchases of perishable products. Utilizing the well-established SERVQUAL (Service Quality) model, which has been extensively studied in various service-oriented settings, the research seeks to determine the factors with the greatest impact on customer satisfaction during online transactions of perishable products. Design: The investigation focuses on analyzing the five core dimensions of the SERVQUAL model: tangibles, reliability, responsiveness, assurance, and empathy. The study employs a survey methodology administered through Google Forms, targeting the population residing in the Klang Valley of Malaysia. A total of 400 samples were successfully collected using a snowball sampling technique. Methodology: The study employs the SERVQUAL model as the theoretical framework to examine the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The survey, conducted through Google Forms, targeted the population in the Klang Valley of Malaysia, with a sample size of 400 collected through snowball sampling. Findings: The study’s outcomes reveal the robust predictive capability of the overarching SERVQUAL model in the realm of online perishable product procurement. Notably, the assurance dimension emerges as the most influential factor, emphasizing its pivotal role in shaping and defining customer satisfaction for online retailers of perishable goods in the Malaysian market. Novelty: This research contributes to the understanding of consumer behavior in online perishable product purchases, by identifying determinants of consumer behavior; the study promotes sustainable production and responsible consumption within the perishable products category, offering insights beneficial for online retailers in the Malaysian market. This study aligns with United Nations sustainable development goals especially industry innovation, food security and responsible consumption.

Mergers & Acquisitions of Banking Institutions and Customer Satisfaction in Rwanda: A Case of KCB Rwanda & BPR

Purpose: The core aim of this research was to analyse the impact of mergers and acquisitions on consolidated banks’ service quality, by applying modified SERVQUAL model that served as a tool to show the change reflected in the service quality matrix after M&A through service quality demands grouped in dimensions of tangibility, assurance, responsiveness, empathy, employee skills, convenience, reliability, access, and financial aspect in the context of Rwandan banks. Methodology: The target population is composed of 428,000 clients of the two banks at the time of their merger while the sample is 385 clients, number arrived at by using the formula by Mugenda and Mugenda. A descriptive case and explanatory study strategy was utilized as the research sake to define client perception of the quality of service and further aimed to clarify the link between M&A and the quality of service and how it impacts client satisfaction. Findings: The findings from the research revealed that service quality demands are satisfactorily responded in both situations of before and after M&A given that in each situation clients’ expectation is generally met, in the range from 63% to 75% before M&A and 58% to 88% after M&A. The t-tests and ANOVA methods were used to examine the field data gathered with emphasis on statistical significance. The research results then provided the extent of the impact of mergers and acquisitions on the overall quality of service and therefore on clients approval. The analysis shows that M&A exercise allowed the increase of overall clients’ satisfaction from the pre-merger positive overall gap of 0.021 to a post-merger positive gap of 0.135. This positive variation was due to improvement of 8 service quality dimensions in the order of Tangibility for 0.207, Empathy for 0.203, Reliability for 0.194, Assurance for 0.171, Employee Competences for 0.149, Convenience for 0.114, and Financial Aspects and Access for 0.031 each. The decrease of satisfaction was observed only on one quality dimension of Responsiveness for -0.073. For the client satisfaction benefit, the research identified “Promptness” as an area of service quality attributes to improve post-2021 mergers and acquisitions at BPR Bank. Unique Contribution to Theory, Practice and Policy: We recommend that during the exercise of M&A, new banking institutions strive to put in place measures for respecting the promised timing of service delivery.

Service quality and customer loyalty in Ghana’s auto detailing service industry

PurposeThe study investigates service quality in developing customer loyalty in Ghana’s auto detailing industry. The study also examines how customer satisfaction and service innovation indirectly and positively influence the relationship between service quality and customer loyalty.Design/methodology/approachA sample of 318 respondents, drawn from a convenience sampling method, was utilised for the analysis. Partial Least Squares (PLS) of Structural Equation Modelling (SEM) technique was used to analyse the data to obtain results.FindingsThe study established a significant positive relationship between the tangibility dimension of service quality and customer loyalty; however, this influence is indirect through the mediation effect of customer satisfaction between service innovation and customer loyalty.Practical implicationsThe study provides a useful guide for policy formulation and implementation by managers of auto detailing services to enhance customer loyalty as a basis of sustainable business performance.Originality/valueThe study is the first of its kind to investigate the role of service quality and customer loyalty being mediated by service innovation and customer satisfaction in the context of Ghana’s auto detailing industry.

Service Quality of Express Terminal Logistics in Dongguan China Basis for Developing a New Model for Service Quality

In this study, the questionnaire was used to analyze the three groups of respondents (home delivery, self-service pick up container and post office) in Dongguan China terminal logistics from five dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) in terms of their customer expectations of service quality and perceived service quality by quantitative analysis such as mean, ANOVA, and Pearson's correlation coefficient. Through the analysis, it was found that the three groups of respondents in Dongguan terminal logistics expected service quality and perceived service quality have no relationship, but there was a significant difference, among them, the gap in the Empathy dimension was the largest, followed by the Assurance dimension, the Reliability dimension, the Responsiveness dimension, and finally the Tangibility dimension has the smallest gap. The analysis of the results led to the proposal of the Dongguan terminal logistic service quality model, the larger the gap, the lower the customer satisfaction, and the greater the room for improvement. Finally, the conclusion dictated relevant suggestions, in order to achieve the purpose of improving service quality and enhance the core competitiveness of Dongguan terminal logistic enterprises.

A047: Research on the Structure and Scale of Service Quality of Sports Park

Background/Purpose: Since the "14th Five-Year Plan" period, with the vigorous promotion of China and the provincial and municipal governments, the number of sports parks has shown a continuous positive trend of growth. While accelerating the construction progress, how to improve the service quality of sports parks should become the primary issue that needs to be solved to promote the sustainable and healthy development of sports parks. Therefore, based on the perspective of public demand, this study formed a scientific assessment scale by exploring the specific content structure contained in the service quality of sports parks, to promote the high-quality development of sports parks in China. Methods: Based on Maslow's hierarchy of needs theory, service quality evaluation theory, new public service theory and other theoretical bases, this paper comprehensively applied mixed methods research to conduct in-depth interviews with 23 experts and formed the sports park service quality structure model with NVivo software. To verify the reliability and validity of the service quality evaluation system of sports parks, 700 people in China were investigated by questionnaire and statistics. Results: 1) Based on the rooted theory and from the perspective of public perception, a structural model of sports park service quality was constructed, including five dimensions of tangibility, reliability, assurance, responsiveness, and empathy. There are 34 dimensions, 43 concepts and 173 sentences, including location and transportation convenience, health environment quality, ecological landscape resources, park guiding sign setting, park characteristic brand construction, the perfection of sports facilities and the richness of sports events. 2) In the stage of verifying the rationality and validity of the sports park service quality evaluation scale, a reasonably structured, scientific, and standardized sports park service quality evaluation system was formed by sending questionnaires online twice. Following the procedures of project analysis, exploratory factor analysis, reliability and validity tests, and confirmatory factor analysis based on structural equation model were performed. The model contained a total of 34 items in 5 dimensions, that is, 10 items in tangibility, 7 items in reliability, 5 items in responsiveness, 7 items in assurance and 5 items in empathy. Conclusion: In the future, China needs to continue to strengthen research on sports parks, form a more accurate sports park service quality assessment system, and promote and apply it nationwide to more accurately meet the needs of Chinese people for health promotion, sports fitness, leisure, and entertainment.

KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN DI DESA BOU KECAMATAN LAMBANDIA KABUPATEN KOLAKA TIMUR

This study analyses the quality of public administration services in population administration in Bou Village, Lambandia District, East Kolaka Regency. Using a descriptive qualitative approach, this research aims to explore the factors influencing the quality of public services in the village, with a particular focus on essential administrative processes for residents. Data were collected through direct interviews and observations involving six informants, including village officials and community members. The results indicate that Desa Bou has made efforts to improve public service quality but faces several challenges. The Tangibles dimension lacks adequate facilities, such as breastfeeding rooms and disability-friendly services. Reliability is hindered by the absence of clear SOPs, leading to procedural inconsistencies. Responsiveness and Courtesy are rated positively, as village officials are attentive and friendly. However, issues remain in Competence, with limited training for staff affecting service efficiency.

Analysis of service quality on consumer satisfaction data from the central statistics agency of Belitung Regency

Purpose: This study aims to increase the level of consumer satisfaction with the services provided by the Central Statistics Agency (BPS) of Belitung Regency through the Integrated Statistical Service (PST) by measuring the dimensions of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Research Methodology: This study was conducted at BPS Belitung Regency using a quantitative survey method. Data was collected through questionnaires given directly to consumers of BPS services with the Likert scale approach. Data analysis was carried out using SPSS software and Microsoft Excel to assess service quality based on responses from 50 consumers. Results: The results show that most consumers are satisfied with the services provided by BPS, especially in the dimensions of Empathy and Guarantee. However, there are several dimensions that need improvement, especially in terms of data up-to-date and service speed. Limitation: This research is limited to consumer data that comes directly to BPS offices, does not include online consumer services. Recommendation: This study makes an important contribution to the improvement of public services in BPS Belitung Regency, especially as a basis for improving the quality of statistical services for the community and government agencies in Belitung Regency. Keywords: Tangibility, Reliability, Responsiveness, Assurance, and Empathy

Analisis Kepuasan Pengguna Sistem Informasi Manajemen Rumah Sakit Pelni dengan Metode SERVQUAL (Service Quality)

This study aims to analyze user satisfaction with the Hospital Management Information System (SIMRS) implemented at Pelni Hospital using the SERVQUAL (Service Quality) method. The SERVQUAL method is used to measure Service Quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research was conducted by distributing questionnaires to 31 respondents, including patients, medical staff, and administrative staff who actively use SIMRS. The results indicate that, overall, the quality of SIMRS services at Pelni Hospital is categorized as "Good" across all dimensions measured. The reliability dimension scored the highest (4.13), indicating that the system is reliable in providing services as promised. The assurance (4.06) and empathy (3.94) dimensions also received good scores, indicating that users feel safe and well-attended while using the system. However, the responsiveness (3.77) and tangibles (3.87) dimensions showed areas for improvement, such as the speed of response to user requests and improvements in the system's physical appearance, which can affect user comfort. The conclusion of this study is that SIMRS at Pelni Hospital provides adequate and satisfactory services, but improvements in the responsiveness and tangibles aspects are necessary to enhance overall user satisfaction.

Population Activation Service Through Digital Civil Identification App

Digital population identity is a government innovation for the digitization of population documents as stated in the Minister of Home Affairs Regulation No. 72 of 2022 concerning standards and specifications for hardware, software and electronic identity card forms as well as the implementation of digital population identity. This study describes the quality of population activation services through the IKD application. The type of research used is empirical which is descriptive with a qualitative approach, primary data research data sources and secondary data. Data collection techniques through observation, interviews and documents. Data analysis techniques use data reduction, data recitation and conclusion research. The quality of service in this study uses the theories of Parasuraman, Zeithaml, and Berry (2013:23), namely tangibles, reability, responsivess, assurance and empathy. The result of this research is that the quality of IKD services is not optimal, as seen from the tangibles dimension (realized) in the infrastructure and facilities of IKD services and there are still obstacles, namely in the IKD activation procedure due to limited public knowledge.

THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AT AL-ITTIHAD FOOD INDUSTRIES COMPANY

The food sector has recently witnessed great interest at all levels, as the issue of food service quality has become a matter of increasing global interest in an effort by hospital institutions to provide their food services with high quality to achieve the maximum possible customer satisfaction. This research aims to study the reality of food service quality in the public hospital institution in the Al-Aqsa Health Center for Primary Care and its relationship to customer satisfaction. The research relied on the independent variable of food service quality, which includes dimensions (technical capacity, ease of access to services, effectiveness, relationship between individuals, continuity) and the dependent variable of customer satisfaction. This study was able to conclude that the customer is satisfied with the services provided by the Union Food Industries Company, but he is not satisfied with the tangibility dimension, which requires developing food services in line with the needs of customers, by keeping pace with technological development by improving the material dimension.

Analisa Tingkat Kepuasan Pelayanan pada Aplikasi PLN Mobile dengan Metode Service Quality

This study aims to analyze user satisfaction with the PLN Mobile application using the Service Quality (SERVQUAL) method. PLN Mobile is a digital innovation from PLN, offering services such as electricity payment, token purchase, and e-commerce for electrical equipment. The SERVQUAL method assesses the gap between customers' expectations and perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data collection involved questionnaires focusing on users' perceptions and expectations, complemented by direct observations of user interactions with the application. The findings reveal negative gaps across all Service Quality dimensions, indicating that customer perceptions fell short of their expectations. The largest gap was identified in the assurance dimension (-23.2), followed by responsiveness (-16.88). The tangibles dimension also showed significant shortcomings (-8.48), mainly concerning the application's interface and functionality. While the application performed relatively well in terms of reliability and responsiveness, substantial improvements are needed across all dimensions to enhance user satisfaction. These results offer strategic insights for improving PLN Mobile to become more responsive, reliable, and aligned with user needs in the future.

Mapping a food donation supply chain and the implications for social policies in Brazil

PurposeThe coronavirus disease 2019 (Covid-19) pandemic raised global alarms about hunger and food insecurity worldwide and the corresponding need for public policies, particularly in emerging countries. One possible solution for addressing this important topic is a food donation supply chain, which comprises food banks and involves their relationships with suppliers (donors), customers (people in need) and other potential stakeholders. The aim of this research is to understand how different agents in a food donation supply chain use different but interrelated capital dimensions (human, structural and relational) to leverage their resources and build knowledge in their relationships with other stakeholders.Design/methodology/approachWe conducted an abductive single case study with the food bank as a focal organisation in a direct supply chain. Data were collected by way of 15 semi-structured interviews with representatives from each tier in the chain (food bank, donor, social impact company and social movement), non-participant observation and secondary data (e.g. codes of practice, websites and media). All data sources were analysed individually and then cross-checked.FindingsOur findings show that tangible dimensions, such as those that are structural, are present upstream while intangible dimensions – those that are relational and human, for example – are prevalent downstream. The political dimension was identified as an important mechanism that allows stakeholder engagement and access to resources, funding and government incentives.Originality/valueBy applying a multi-tier approach, the present research explores how different stages in this supply chain use intellectual capital (IC) to better manage relationships. The heterogeneity of agents within the food donation supply chain (public, private and third sector), each of which has distinct levels of IC dimensions, can share their knowledge to improve efficiency and social protection mechanism policies. Since the focal organisation is a non-profit organisation, this study also contributes to IC theory.

A Quality Gap Analysis of Educational Services among Iranian Medical Students Using the SERVQUAL Method

Introduction The quality gap in educational services among the students of Shahroud University of Medical Sciences in the year 2023 was evaluated using the SERVQUAL method. Methods In this cross-sectional study, 334 participants were selected through a multi-stage random sampling method, and 316 responded to the standard SERVQUAL questionnaire. Results The majority, 181 students [57.3%], had a strong interest in their field of study. The mean scores for the current status [perceptions] and the optimal status [expectations] of educational service quality were 3.27±0.66 and 4.41±0.63, respectively. There was a significant difference between the current and optimal status across all SERVQUAL dimensions. The largest gaps were in the dimensions of Responsiveness, Empathy, and Tangibles, followed by Assurance and Reliability. The comparison of mean scores for the educational service quality gap across variables, such as gender, academic semester, and interest in the field of study, indicated significant differences among these groups. Conclusion By assessing the status of educational services from the student's perspective, this study aims to provide valuable information to policymakers and university senior management to enhance the educational service system. Educational and incentive strategies, along with careful monitoring and planning according to different dimensions of service quality, can be effective in improving the system.

Kualitas Pelayanan Publik dalam Pembuatan Akta Kelahiran di Dinas Kependudukan dan Pencatatan Sipil Kota Gorontalo

Quality of Public Service in Issuing Birth Certificates at the Population and Civil Registration Office of Gorontalo City. Undergraduate Thesis. Bachelor's Degree Program in Public Administration, Universitas Negeri Gorontalo. The Principal Supervisor: Dr. H. Rosman Ilato, M.Pd. The Co-supervisor. Dr. Irawaty Igirisa, M.Si. This study aims to evaluate and analyze public service quality in issuing birth certificates at the Population and Civil Registration Office of Gorontalo City. The study was conducted by assessing the service through the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Furthermore, it was conducted using a qualitative research method, utilizing observation, interview, and documentation data collection techniques. The findings reveal that the overall quality of public service, specifically within the Population and Civil Registration Office of Gorontalo City, assessed across five dimensions, are as follows: Tangibles are found to be lacking in facilities and infrastructure, such as seating, parking space, additional computers, and other informational media beneficial to the public. Reliability is noted as a concern, as staff are unable to provide accurate timelines for document processing. Responsiveness is adequate, with staff demonstrating a responsive attitude toward serving the public. Assurance remains suboptimal due to issues with service timeliness, and empathy is adequately demonstrated, with staff maintaining courteous interactions. Based on this analysis, it can be concluded that the quality of public service in the issuence of birth certificate at the Population and Civil Registration Office of Gorontalo City is not yet optimal. The researcher suggests that future improvements in facilities and infrastructure, along with enhanced staff performance, will lead to more efficient and reliable document issuance, reducing the need for repeated follow-ups by the public.