Service Quality Expectations Research Articles

An Evaluation of Customers’ Expectations and Perceptions of Service Quality: Case of Saudi Banking System

The customer satisfaction has been broadly considered as driver of company's success and financial performance in all types of businesses. So, Services' firms have been improving the provided services to meet their customers' expectations which increase customer satisfaction. Thus it is obligatory for those companies to assess continuously the disparity between customers' expectations and perceptions of service quality. This disparity has been studied in many services' organizations including banks in the developed countries and using SERVQUAL. However this type of study has never been investigated in the Arabic banking systems and especially the Saudi one. So the aim of this research is to investigate using SERVQUAL the difference between customers' expectations and perceptions of service quality in the women branches of Saudi banks. After discussing the literature review of service quality, customers' expectations and perceptions, Saudi banking system as well as SERVQUAL model, data were collected from 200 Saudi women branches’ customers. The study shows that the level of perceived service quality of Saudi women branches is lower than its customers' expectations of service quality. Essentially the perceived empathy, reliability as well responsiveness of the studied banks are very low and they have the biggest gaps between the customers' expectations and perceptions compared with tangibles and assurance dimensions, . It is therefore recommended to minimize the founded gap that banks improve the perceived service quality by making current operating hours more convenient for customers, giving more personal and individual attention to the customers, enhancing the current capability to understand their specific needs, giving them prompt service in the promised time, solving their problems, as well as telling them when services will be performed.

Origin and money matter: The airline service quality expectations of international students

International students represent a relevant market for national tourism organisations, educational institutions, travel agencies and transport providers. These potential tourists may travel for a variety of touristic and non-touristic reasons and an understanding of their origin, financial status and the service quality levels they require for an airline service is relevant for destination stakeholders to remain competitive and potentially adjust to these tourists' requirements. Data was collected from 563 international students studying at a university in Queensland, Australia to determine 1) the airline service quality expectation factors of international students; and 2) if significant differences existed between these potential tourists based on their source of funding, country or origin and employment status. Five service quality expectations factors were produced and significant differences existed between the expectations of ancillary services for students that were current employed and those that were not. Furthermore, students rated ancillary service, employee service and service indicators differently based on their country of origin. Conversely, the relationship between service quality expectations and source of funding was insignificant. Recommendations as a result of the findings are made and future opportunities to direct research are also outlined.

Service Quality Expectation and Cultural Diversity in Fast Fashion Retailing

Service Quality Expectation and Cultural Diversity in Fast Fashion Retailing

PENGUKURAN KUALITAS PELAYANAN PENDIDIKAN DENGAN METODE STUDENT SATISFACTION INVENTORY DI PROGRAM STUDI PENDIDIKAN MATEMATIKA

The aim of this study was to measure the quality of service in Mathematics Education Study Program. This research is descriptive research, because this research will reflect the perceptions and expectations of students towards service quality in Mathematics Education Study Program. Sampling in this study conducted by random sampling technique.Instruments in this study was a questionnaire that serves to uncover and measure students' perceptions and expectations of service quality in Mathematics Education courses FKIP UST. The data analysis technique used is descriptive analysis techniques and calculation of the score gap. The results showed that the tendency of the rate of student satisfaction in the category are satisfied. While the tendency of the rate of satisfaction for each dimension is 9-dimensional in satisfied category and 2-dimensional in quite satisfied category. The tendency of the level of interest / expectations of students is very important category. Similarly, the tendency of the level of interest / expectations for each of these dimensions in the dimension 11 is very important category. The highest score gap lies in the dimensions of Campus Support Service which is equal to a score of 1.48 and the lowest gap lies in the dimensions of Academic Advising which is equal to 0.72. Variables are prioritized for repair are the variables that enter the first quadrant, in order to increase the level of student satisfaction.Keywords :academic services, Quality, Student Satisfaction Inventory method

Questioning the Readiness of Manado as a Tourism Destination: Poor Service of Waitresses in the Local Restaurants

In the last two decades, Manado local government has forwarded a Manado vision as a tourism destination. Due to this policy, many accommodations and restaurants are built here. Certainly, this is an opportunity for local people to work in the hospitality industry. Meanwhile, so far the tourism development industry is only physical, it was not supported by the human resource local tourism development, in this case, the waitresses who work in local restaurants. The research aims to examine the quality of service of waitresses who work in local restaurants. The research was conducted from October to December 2015, and locations of the area where data were taken are Mega Mas and Sabua Bulu Malalayang. These areas are the centers of local culinary industry. The research method used is descriptive qualitative supported by quantitative data. Field research includes a survey involving 116 respondents, observation and documentation, and the analysis by serv-qual method. Service quality measured based on visitors’ perceptions of the five dimensional aspects. They are the tangible aspect, responsiveness aspect, assurance aspect and empathy aspect. Result of this research shows that service quality of local waitresses are still low, where service performance appraisal is 3.11 while the guest expectations of service quality were 4.47. Guest rating on the performance expectations of service and quality of service shows a minus value. This indicates that the guest is not satisfactory with the performance of services provided by a waitress with an average value of -1.35 satisfactions which means that the value of service of local waitress is ≤ 0. Recommendation is that the local governments should encourage business manager of local restaurants training to improve service quality of waitress. The methods of training suggested are video presentation, vestibule, role plays and case studies.Keywords: local restaurants, poor service, readiness of Manado, tourism destination, waitresses.Â

Customer service quality management in public transport: The case of rail transport in Tanzania

The main objective of the study was to assess customer service quality management by taking into account the factors affecting the service quality in rail transport sector. To achieve the study objectives, we use descriptive statistics and regression analysis. We adopted a dual pronged view of internal customers (employees) and external customers (clients) by focusing on the skills and qualifications of customer contact personnel in service encounters, incentives, staff training, working tools and other operational facilities. For the case of external customers, quality service dimensions as synthesized in SERVQUAL model were used. The results show that customers' expectations of service quality are accurately predicted by service providers along each of the service quality dimensions except the reliability dimension. This shows that there is a gap between service delivered and external communication of rail transport services and this difference is related to the performance of the promised service accurately and dependably. This gap seemed to be attributed to by the shortage of working tools, aging equipments and other operational facilities on the part of customer contact personnel thereby distracting clients in assessing rail transport services and thus creating the difference on what is expected by clients and what is really provided by service providers. Thus, the study recommends incorporating total quality management in the delivery of rail transport services. Working tools and other operational facilities should be provided to employees in order to enhance performance and job satisfaction. Employees particularly the customer contact personnel should be regularly trained to keep them abreast with current trends in clients handling techniques consistent to meeting their requirements and wants. Drawing lessons from other competitors like what is happening in road transport or air transport will help setting quality standards.

The effect of service delivery in public ‘community service centres’: A case of an emerging economy

This study investigated public perceptions of the service delivery provided by the Community Service Centres (CSC) of the South African Police Service (SAPS) Durban, South Africa. The study focuses on measuring service quality and service delivery. SERVQUAL was used to compare clients’ perceptions against expectations of service quality. Four hundred respondents were surveyed at three community service centres (previously known as ‘police stations’), with expectations and perceptions being assessed via the dimensions of tangibility, reliability, responsiveness, assurance and empathy. The results indicate that in all five dimensions there is a significant negative quality gap, implying that the quality of service received is below what is expected by clients. Improvements are required in all five dimensions if service delivery is to be improved. Actions needed to improve service quality include regular assessment and monitoring of clients’ experiences, as well as employees’ behaviour.

An empirical study on acceptance of video on demand services in Indian market

The purpose of this study is to devise a suitable business model to exploit the opportunities in the Indian video on demand (VOD) service provider industry. To achieve the desired purpose, the researcher approached the respondents to find out their expectation and perceptions of service quality in VOD services experiences based on the dimensions of the SERVQUAL model. A quantitative research had been carried out for the purpose and this involved some quantitative analyses with the use of statistical tools (descriptive and inferential). The data obtained from the respondents using the VOD services of the services offered by the VOD service providers are in the quantifiable terms so that the required objectives, which were framed for the study, can be achieved statistically with the help of SPSS software version 20.0 for the analysis of the quantifiable data.

Building intentions with the Theory of Planned Behaviour: the mediating role of knowledge and expectations in implementing new pharmaceutical services in Malaysia

Background:Pharmacy value added services (PVAS) was introduced as a matter of public health policy by Malaysia’s Ministry of Health to improve health outcomes through public healthcare services. For example, drive through pharmacy services is a major policy implementation of the Ministry. However, adoption rates are low and therefore hampering the achievement of national health policy goals.Objective:Our objective is to explore the key determinants and mediators of successful implementation of new public pharmaceutical services by investigating the cognitive perspectives of patients’ intentions to adopt with the Theory of Planned Behavior as the theoretical framework.Methods:A two phase mixed methodology involving first a qualitative exploration and the second a quantitative phase was conducted in public health facilities in Negeri Sembilan, Malaysia. Multiple regression and mediation analysis were performed.Results:Subjective norms, perceived behavioural control, knowledge and expectations are found to be significant predictors of intentions to adopt PVAS. Knowledge and expectations are found to exert significant indirect effects on intentions.Conclusion:Overall, we suggest that patient knowledge be enhanced through appropriate channels and expectations of service quality be met to increase intentions.

Performance-only measures vs. performance-expectation measures of service quality

ABSTRACTThere is a long debate over the superiority of performance-only measures vs. performance-expectation measures of service quality. This paper analytically derives the superiority conditions of the measures in predicting customer satisfaction. The conditions show that the superiority of the measures is determined by two factors. One is the strengths of linkages between the constructs (expectation, performance, and customer satisfaction) in the customer satisfaction formation process, and the other is customer heterogeneity in the evaluation of constructs in the process. The source of customer heterogeneity implies that the superiority is affected by the procedure for measuring service quality because the degree of customer heterogeneity in the evaluation of perceived and expected service quality may vary according to the measurement procedure.

The effects of post-adoption beliefs on the expectation–confirmation model in an electronics retail setting

The rise of e-retailing has brought great challenges for bricks-and-mortar retail stores. To avoid the fate of closure, entity stores have adopted various ways of retaining their customers. This study proposes a modified expectation–confirmation model to examine the impact of service quality and store image on customer satisfaction and continuance intention in renovated electronics retail stores. A total of 274 usable questionnaires were collected during business hours after the chain store had been remodelled. The findings suggest that customer satisfaction significantly influences their continuance intention. The expectation and confirmation of store image positively influence customer satisfaction. Moreover, customer satisfaction can be determined by customers’ confirmation rather than by their expectation of service quality.

Online Consumers’ Responses to Deal Popularity as an Extrinsic Cue

ABSTRACTDeal popularity indicates the popularity of a product or service within a specific deal duration and is being used by many e-tailers in their websites/apps. While deal popularity is receiving increasing attention by academics and practitioners alike, its effect as an extrinsic cue remains under-researched. Using an experimental design, this study investigates the effect of deal popularity on expected service quality in an e-tailing environment. It is found that deal popularity influences service quality expectations for credence services, but not experience services. High deal popularity positively influences consumers’ intention to purchase and willingness to recommend credence services. E-tailers of services need to pay attention to deal popularity displayed for credence services and leverage on the positive effect it has on consumers.

PHP90 - Building Intentions with the Theory of Planned Behaviour: The Mediating Role of Knowledge and Expectations in Implementing New Pharmaceutical Services in Malaysia

Background: Pharmacy value added services (PVAS) was introduced as a matter of public health policy by Malaysia’s Ministry of Health to improve health outcomes through public healthcare services. For example, drive through pharmacy services is a major policy implementation of the Ministry. However, adoption rates are low and therefore hampering the achievement of national health policy goals.Objective: Our objective is to explore the key determinants and mediators of successful implementation of new public pharmaceutical services by investigating the cognitive perspectives of patients’ intentions to adopt with the Theory of Planned Behavior as the theoretical framework.Methods: A two phase mixed methodology involving first a qualitative exploration and the second a quantitative phase was conducted in public health facilities in Negeri Sembilan, Malaysia. Multiple regression and mediation analysis were performed.Results: Subjective norms, perceived behavioural control, knowledge and expectations are found to be significant predictors of intentions to adopt PVAS. Knowledge and expectations are found to exert significant indirect effects on intentions.Conclusion: Overall, we suggest that patient knowledge be enhanced through appropriate channels and expectations of service quality be met to increase intentions.

ANALISIS PERSEPSI BMT PENGGUNA TERHADAP KUALITAS JASA PELAYANAN PPOB ABSINDO

The purpose of this research is to study the differences in expectations of service quality in the use of BMT PPOB ABSINDO by users in Yogyakarta . The research instrument is a questionnaire to the user BMT PPOB ABSINDO which includes the dimensions of service quality in general (servqual / service quality) is a system PPOB ABSINDO Payment Point to conduct payment transactions of electricity , telephon , pulses and flight tickets and train tickets in BMT users . The sample was 30 users PPOB ABSINDO BMT in Yogyakarta . Hypothesis testing is done by using gap analysis , paired sample t test , t test , and Cartesian diagram .
 The results of the analysis of the study found a negative gap between expectations and the reality of the quality of services PPOB ABSINDO system. The differences between expectation and reality of the quality of services that include the dimensions of service quality in general about PPOB ABSINDO described in 22 (twenty two ) perceived quality services aimed at users of PPOB ABSINDO BMT.
 
 Keywords : Quality of services , PPOB ABSINDO , Cartesian diagram

Signaling Service Quality via Website e-CRM Features

This article evaluates the electronic customer relationship management (e-CRM) features on hotel websites and examines the effectiveness of e-CRM quality as a signal that conveys information about unobservable hotel service quality. Complementary findings from two studies are presented. In Study 1, the results from lab experiments show that hotel e-CRM quality had positive effects on potential customers’ expectations for service quality, trust in and satisfaction with the hotel website, and intentions to purchase from the website. In Study 2, observational data collected from an influential hotel review website show a positive relationship between a hotel’s basic, proactive, and partnership e-CRM and the hotel’s rank in its region. Both studies found that smaller hotels and hotels with lesser known brands benefited more from better e-CRM. These findings suggest that a well-designed e-CRM system may help less visible hotels to gain advantages in the increasingly competitive online marketplace.

SERVICE QUALITY PERCEPTION IN SERVICE SECTOR: AN APPLICATION IN AIRLINE CHECK-IN SERVICES

Check-in is the first step of the service provided by airline and it can reach up to %80 of the whole waiting time in terminal. Passengers leave their baggage and take their boarding cards in this stage. Service provided by airline starts with check-in. Probable delays in this stage can affect whole process. Evaluation of the airline service from the perspective of passenger is an issue beginning from check-in step. In our study, check-in process is focused and factors affecting service quality perception are examined. SERVQUAL scale is used in order to measure expectations and perceptions of passengers. Under 5 main components of SERVQUAL scale, 17 items are prepared proper to check-in service. Data is collected conducting 412 face to face questionnaires on dates of September 11-14, 2015 at Antalya International Airport. In consequence of study, factors affecting service quality perception, expectation gaps and time related issues are revealed.

Service Quality Perceptions of Foreign Direct Investors

ABSTRACTIn this article, the potential disparity between foreign direct investment (FDI) clients' service quality expectations and the actual service experienced (Gap 5) and how these impacts FDI inflows are investigated. Methodological triangulation encompassing quan-titative and qualitative methods is used. Contrary to the quantitative findings, the qualitative findings indicate that Gap 5 exists among the FDI clients. This is the first time the service quality model (performance-based construct) has been used to study FDI issues. Rather than applying the predominant “inside-out” mindset, the model adopts an “outside-in” mindset that uses perceived (actual) service as a reference point for clients' evaluation of service quality.

QUALITY EXPECTATIONS AND NEEDS OF PROSPECTIVE COUPLES TOWARDS WEDDINGPLANNING SERVICES

ABSTRACT During the recent years, it has been observed that the lifestyle of people has become busier and those who are planning to get married soon may find it difficult to take care of all the wedding preparations on their own. That is why; there has been a rise in the demand for the wedding planning service. This study aims at identifying the factors that prospective wedding couples view as being important when choosing a wedding planner and also at assessing their expectations with respect to various service quality dimensions. Factors were identified from a qualitative phase comprising of in-depth interviews and focus group discussions. While for the service quality expectations, the SERVQUAL scale was used. A survey was conducted among a sample of prospective wedding couples. Exploratory factor analysis was performed for the choice determinants identified and the results revealed the existence of four factors, namely, personal consideration, facilities consideration, relationship consideration and customization consideration. Relevant analysis was then conducted, using different statistical techniques for both the choice determinants and service quality expectations. The study results provide a better understandingof the choice determinants of prospective couples when selecting a wedding planner and their expectations with regards to service quality. Moreover, the results are used to make recommendations in view of helping wedding planners to better aid them improve their service offering and satisfy their clients. Keywords service quality, expectations, needs, consumer behavior, wedding planning

Emotions, price and quality expectations in hotel services

Price, service-quality expectations and emotions have all been found to play a key role in customers’ assessments of offers, but little attention has been given to how these variables interrelate. This article presents an original model to study these interrelations. The model was tested on a sample of 841 hotel customers using structural equation modelling. The results show that the stronger the customers’ emotions, the more likely they were to perceive the product as cheap and the higher their predictive expectations of service quality. Additionally, although the observed price level influenced customers’ predictive expectations, the perception of a product as expensive or cheap did not. These findings have important business implications.

Sustainability of Western branch campuses in the Gulf Region: Students’ perspectives of service quality

Using the widely used SERVQUAL model of service quality, this study examines the discrepancies between students’ expectations and perceptions regarding the service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy in the context of Western branch campuses in Qatar. A stream of higher education literature suggests that higher education has become an intensely competitive market where students look for evidences of service quality while making the uncertain and highly risky decision of choosing a university. Thus, universities, particularly that are faced with a chronic enrollment crisis can no longer ignore to listen to students and to facilitate students’ participation in tracking and managing the service quality. Even though the Gulf Cooperation Council (GCC) region has become a leading international education hub by establishing over 60 branch campuses of Western institutions, most of them are operating under capacity because of their inabilities to attract adequate number of students, which is becoming a rising threat for the sustainability of these branch campuses. Drawing from the customer value-based theory, it can be argued that by focusing on student-oriented service quality, branch campuses can create a better service value for students and, in turn can attract and retain students. Nonetheless, comprehensive empirical studies to assess all the salient dimensions of the service quality of branch campuses from students’ perspectives are lacking. Unfortunately, regarding the issue of quality, branch campuses in the Gulf region are mostly focused on the traditional means of accreditation, course review, and students’ feedback on course delivery. Analyzing a sample of over two hundred students representing branch campuses in Qatar, this study finds that students’ perceptions of all salient dimensions of service quality are lower than their expectations. More specifically, branch campuses could not meet, let alone exceed, the service quality expectations of students in any of the significant dimension of the service quality—service processes, interpersonal contacts, and physical aspects. It appears that the mere transplantation of Western models of education in this culturally distinct host country is not enough to create a superior service value for students. As service providers, branch campuses in the Gulf region will be better off if they strive to align their service offerings as per students’ expectation and values. Theoretical and practical implications are discussed.