Service Quality Gap Research Articles

Authoritarian Surveillance and Public Support for Digital Governance Solutions

This study investigates factors influencing support for digital governance solutions and compares this support between autocracies and democracies. We conduct survey experiments in Russia, Germany, Turkey, the United States, and Estonia, and find that awareness of potential misuse of digital governance tools by the government reduces support. Importantly, while this effect has previously been documented for China, we find it irrespective of regime type for an autocracy, a hybrid regime and three democracies. Individuals relying on government-controlled information sources are more likely to endorse digital governance tools. Our study challenges prior findings by indicating that gaps in public service quality do not boost support. Instead, satisfaction with government services correlates with trust in the government’s capacity to implement digital governance solutions.

Service Quality Gap of Rural Customers Towards Banking Services in Karur Vysya Bank of Virudhunagar District

There are many villages in India, but they are not developing as quickly as the cities. Because of the lack of technology availability and infrastructure and other factors, customers in rural and urban areas have very different expectations and perceptions of products and services. Using the SERVQUAL test, we aim to determine the KVB rural customers' expectations and perceptions of service quality. Service quality expectations and perceptions differ from person to person and bank to bank. Service quality leads to customer retention and prospective customer base. We discovered that there is a big gap between the rural customer’s expectation and perception. Further we provide suggestion to karur vysya bank to put research and development team among rural customers and improve the bank services accordingly.

Improvizing West Java MSMEs Using Quality Service Gaps Model

This study aims to understand the challenges and opportunities for the development of Micro, Small and Medium Enterprises (MSMEs) in West Java. With a very large number, MSMEs in West Java have great potential to drive economic growth. However, various obstacles such as access to capital, information, and technology are still an obstacle. This research proposes the application of the Service Science framework to map the MSME ecosystem and identify opportunities for service innovation. Thus, it is expected to increase the competitiveness of MSMEs and make a greater contribution to the regional economy. This research reveals that MSMEs in West Java face significant constraints in terms of access to capital, information, and technology. Through in-depth interviews with 8 MSME owners, this research aims to understand in-depth the challenges and opportunities faced by micro, small and medium enterprises. Thematic analysis of the interview data identified a gap between the ideal conditions that MSMEs desire and the actual conditions they experience. Using the Service Quality Gap Model, this study created four action plans to improve MSMEs in West Java. By addressing the identified gaps and encouraging collaboration between MSMEs, government, academia and industry, the Sadulur platform can catalyze the sustainable growth and development of MSMEs in West Java. These gaps, which we refer to as 'customer gaps', are manifested in four main themes: 1) the potential for MSMEs to create innovative products more easily, 2) the need to develop a strong business foundation and build sustainable brand value, 3) the importance of improving business processes and management to increase efficiency, and 4) the need to build good relationships with external parties to expand networks and business opportunities. These findings form the basis for formulating an action plan to improve the quality of services provided to MSMEs.

Expectation, perception, and satisfaction of antenatal care services among pregnant women attending health facilities of Lumbini province, Nepal: a cross-sectional study

Background: Antenatal care (ANC) plays a crucial role in ensuring the health and well-being of pregnant women by providing regular checkups to identify potential complications and deliver important guidance on pregnancy and childbirth. While the expectations surrounding ANC services are shaped by user's individual needs and preferences, the quality of care experienced is largely determined by the service providers. The level of service quality significantly influences the utilization of ANC service, as women are more likely to use services that satisfied their expectations. This study aimed to assess the expectations, perceptions, and satisfaction levels of pregnant women concerning the ANC services offered by health institutions in Lumbini Province. Methods: An institution-based cross-sectional analytical study was carried out involving 2,986 pregnant women, selected through multistage cluster sampling. Quantitative analysis was carried out to calculate the perception, expectation, and satisfaction score. The SERVQUAL tool was utilized to measure expectation, perception and service quality gap. Results: The study involved 2,986 pregnant women, the majority of whom (76.7%) were aged 20-30 years, 38.5% were Janajati, most of them (32.5%) had a secondary level of education, and 78.8% were housewives. The expectation score was higher than the perception. Overall, only 67% of pregnant women were satisfied with the services. Conclusions: Significant disparities exist between the expectations and actual perceptions of ANC users, indicating a lower level of satisfaction among mothers with the ANC services. The study concluded that decreased satisfaction with the service is likely to reduce the trend of service utilization.

Machine learning-based lean service quality improvement by reducing waiting time in the healthcare sector

PurposeThe study presented healthcare service quality, lean thinking and Six Sigma to enhance patient satisfaction. Moreover, the notion of machine learning is combined with lean service quality to bring about the fundamental benefits of predicting patient waiting time and non-value-added activities to enhance patient satisfaction.Design/methodology/approachThe study applied the define, measure, analyze, improve and control (DMAIC) method. In the define phase, patient expectation and perception were collected to measure service quality gaps, whereas in the measure phase, quality function deployment (QFD) was employed to measure the high-weighted score from the patient's voice. The root causes of the high weighted score were identified using a cause-and-effect diagram in the analysis phase.FindingsThe study employed a random forest, neural network and support vector machine to predict the healthcare patient waiting time to enhance patient satisfaction. Performance comparison metrics such as root-mean-square error (RMSE), mean absolute error (MAE) and R2 were accessed to identify the predictive model accuracy. From the three models, the prediction performance accuracy of the support vector machine model is better than that of the neural network and random forest models to predict the actual data.Practical implicationsLean service quality improvement using DMAIC, QFD and machine learning techniques can be generalized to predict patient waiting times. This study provides better realistic insights into patient expectations by announcing waiting times to enable data-driven service quality deliveries.Originality/valuePrior studies lack lean service quality, Six Sigma and waiting time prediction to reduce healthcare waste. This study proposes lean service quality improvement through lean Six Sigma (LSS), i.e. DMAIC and machine learning techniques, along with QFD and cause-and-effect diagram.

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.

Visitor Perceptions of Service Quality in Promoting Environmental Sustainability at Umbul Bening Water Park, East Java

Purpose: This research aims to determine tourists' perceptions regarding service quality based on environmental sustainability and to create a service quality model to support ecological sustainability at the Umbul Bening tourist attraction. Research methods: The research uses a sequential exploratory mix-method, with an accidental sampling technique of 322 respondents; quantitative data is processed using SERVQUAL (service quality) and IPA (critical performance analysis), while qualitative data processing is analyzed using FGD (focus group discussion). Results and discussion: The research results show that tourists' perceptions of service quality based on environmental sustainability are not good, with a gap in service quality, especially related to environmental quality. Implication: The service model referring to servicescape is an alternative for creating environmental quality in providing services using the SOR (stimulus, organism, response) paradigm approach, which is expected to be able to influence employee consistency in carrying out their work to support environmental sustainability.

Service quality, customer sentiment and online ratings of beach hotels: an analysis of moderating factors

PurposeThis study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.Design/methodology/approachThe study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.FindingsEight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.Practical implicationsHotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.Originality/valueThis study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.

Value creation across organizational borders: towards a value gap theory

Purpose This study aims to explore and theorize value gaps within value chain management (VCM) by extending the service quality gap model to the context of global manufacturing value chains. Design/methodology/approach Drawing upon a case study of a small, family-owned Swedish furniture wholesaler, Alpha, this research adapts the service quality gap model and integrates it into the VCM framework. The investigation examines the value creation and delivery processes across a network of actors, highlighting how various gaps emerge at different stages of the value chain. Findings The study identifies and describes several value gaps, including those related to consumer understanding, manufacturing capabilities and coordination across the value chain. Value creation gaps arise from poor communication about consumer needs and product features, whereas value delivery gaps are mainly tied to manufacturing capacity and material restrictions. These gaps can result in misalignment between consumer expectations and the delivered value. Research limitations/implications Although this study provides insights into the emergence of value gaps, further research is needed to determine the magnitude and reduction strategies for these gaps. In addition, understanding how consumers evaluate new products remains a critical area for investigation. Practical implications The research highlights the significance of a coordinated approach to managing value creation and delivery processes. It underscores the need for companies to capture accurate consumer data, consider manufacturing capabilities and engage in effective coordination with various actors in the value chain. Social implications By addressing value gaps, companies can enhance consumer satisfaction and minimize potential dissatisfaction caused by misalignment between consumer expectations and delivered value. This, in turn, can lead to improved relationships with consumers and other actors within the value chain. Originality/value This research offers a novel perspective on value gaps in VCM, extending the service quality gap model to the realm of manufacturing. It underscores the importance of managing both value creation and delivery processes for enhancing competitive advantage in a global market.

Assessing Quality of In-Patient Care and Patients's Expectations Using A SERVQUAL Approach in A Tertiary Care Hospital in India

Background: Patient satisfaction is a key indicator of healthcare service quality and has implications for the growth and success of healthcare organizations. However, there is often a gap between patients’ expectations and perceptions of service quality, which can vary depending on various sociodemographic factors. This study aimed to assess the expectations, perceptions and service quality gap in a tertiary care hospital using SERVQUAL model. Materials and Methods: A cross-sectional study was conducted among 120 adult inpatients using a semi-structured questionnaire based on the five dimensions of the SERVQUAL model. The quality gap was calculated as the difference between perception and expectation scores. Results: The study found a significant negative quality gap across all five dimensions, with the largest gaps observed in reliability and responsiveness. The study also revealed that gender, age, and education influenced patients’ perception of service quality, while type of specialty, residence, monthly income, and occupation did not have a significant effect. Conclusion: The study highlighted the need for improving the service quality in the tertiary care hospital, especially in terms of reliability and responsiveness. The study also suggested that healthcare managers and providers should consider the diverse expectations and needs of patients based on their sociodemographic characteristics.

Implementasi Metode Quality Function Deployment (QFD) Untuk Merancang Peningkatan Kualitas Pelayanan Pendidikan di Politeknik ‘Aisyiyah Pontianak

In order to improve the quality of higher education services at Politeknik 'Aisyiyah Pontianak, an action plan was developed to close the quality gap between perceived expectations and expectations expected by students, as well as the characteristics of higher education service quality desired by students as service users. The Quality Function Deployment (QFD) model is the method used in this study to determine service attributes using the Servqual model. Three general information regarding students' desires, satisfaction, and expectations of service attributes were included in the distributed questionnaires. In conclusion, from the data processing of twenty educational service quality attributes, there are six attributes that have gaps in educational service quality. These gaps are fast online and offline academic services, easy access to information related to academics, fast and accurate acquisition of academic information, adequate library facilities (the number of collections in the library), adequate Internet facilities (ease of access, browsing speed), complete and adequate laboratory facilities. The action plan for quality improvement is (1) Improving the Academic Service System, (2) Providing a special portal for access to academic information, (3) Improving Academic Information System Services, (4) Improving Library Facilities by adding amount book collections, e-books, e-journals etc., (5) Improving Internet Facilities by adding Bandwitch, (6) Improving Laboratory Facilities.

Analisis Perbaikan Kualitas Pelayanan Jasa Penyewaan Gudang Menggunakan Metode Service Quality dan Importance Performance Analysis

Service quality is crucial for companies in the service sector, directly impacting customer satisfaction. PT BLI, a company offering TPS warehouse rental services, is facing issues with a low influx of containers and customer complaints. This research aims to analyze the service quality at PT BLI's warehouse storage section using the Servqual method, which encompasses five quality dimensions and 24 attributes, followed by Importance Performance Analysis (IPA) to identify attributes that require immediate improvement. The Servqual analysis revealed that 10 attributes of PT BLI's service quality do not meet customer expectations. Through IPA, five attributes were identified as high-priority for improvement: the safety of goods in the warehouse (gap of -0.07), the informativeness of employee service regarding activity updates (gap of -0.14), the speed of employees in processing goods in and out of the LCL warehouse (gap of -0.34), the ability of employees to understand consumer needs (gap of -0.01), and the communication skills of employees in providing excellent service (gap of -0.32). Addressing these critical service quality gaps will help PT BLI enhance customer satisfaction, reduce complaints, and potentially increase the number of incoming containers, positively impacting the company's standing in the warehouse rental industry.

Analysis of Service Quality Level of Financing in Bank BTN Syariah Using the Fuzzy SERVQUAL Method (Case Study: Financing Unit of Bank BTN Syariah Balikpapan Branch)

Bank Tabungan Negara (BTN) Balikpapan is a financial institution that collects funds from the public and channels them in the form of credit. The objective of this research is to measure the service quality at Bank BTN Syariah Balikpapan using the SERVQUAL, conduct an analysis using the Fuzzy method to obtain single values that represent each attribute of perceptions and expectations, and formulate improvement proposals to enhance the quality of financing services. The highest gap was found in attribute Q1 "Adequate equipment and technology" with a Gap value of 20.66 (137.38%), while the lowest gap in service quality was found in attribute Q21 "Employees who provide personal attention to customers" with a gap value of -48.51 (38.60%). This indicates that attribute Q21 is an important aspect that needs improvement due to the negative gap between customer expectations and perceptions. Furthermore, the overall measurement of service quality in the financing unit yielded an average gap value of -0.77 (Good Enough). Based on the fuzzy Servqual method, several attributes with the lowest negative gaps in the service quality of Bank BTN Syariah were identified. Proposed improvements include conducting Experiential Training to enhance personal relationship approach with customers, adding training with banking knowledge content to improve the financing process, and providing additional rewards to employees who achieve the desired improvements in service.

Assessing the Gap Between Women's Expectations and Perceptions of the Quality of Intrapartum Care in Jordan: A Two-Stage Study Using the SERVQUAL Model.

Although Jordan has made significant progress toward expanding the utilization of facility-based intrapartum care, prior research highlights that poor service quality is still persistent. This study aimed to identify quality gaps between women's expectations and perceptions of the actual intrapartum care received, while exploring the contributing factors. Utilizing a pre-post design, quality gaps in intrapartum care were assessed among 959 women pre- and postchildbirth at a prominent tertiary hospital in northern Jordan. Data were gathered using the SERVQUAL scale, measuring service quality across reliability, responsiveness, tangibles, assurance, and empathy dimensions. The overall mean gap score between women's expectations and perceptions of the quality of intrapartum care was -0.60 (±0.56). The lowest and highest mean gap scores were found to be related to tangibles and assurance dimensions, -0.24 (±0.39) and -0.88 (±0.35), respectively. Significant negative quality gaps were identified in the dimensions of assurance, empathy, and responsiveness, as well as overall service quality (p < 0.001). The MLR analyses highlighted education (β = 0.61), mode of birth (β = -0.60), admission timing (β = -0.41), continuity of midwifery care (β = -0.43), physician's gender (β = -0.62), active labour duration (β = 0.37), and pain management (β = -0.33) to be the key determinants of the overall quality gap in intrapartum care. Our findings underscore the importance of fostering a labour environment that prioritizes enhancing caregivers' empathetic, reassuring, and responsive skills to minimize service quality gaps and enhance the overall childbirth experience for women in Jordan. This paper is a collaborative effort involving women with lived experiences of childbirth, midwives, and obstetrics and gynaecologist physicians. The original idea, conceptualization, data generation, and coproduction, including manuscript editing, were shaped by the valuable contributions of stakeholders with unique perspectives on intrapartum care in Jordan.

Service quality gap in Ethiopia: expected and perceived services in the public sector

Service quality gap in Ethiopia: expected and perceived services in the public sector

Do product offering and service quality affect customer satisfaction in Islamic and conventional banks? Evidence from an oil-based economy

Purpose This paper aims to investigate the effect of product offering and other service quality (SQ) dimensions on the satisfaction of the customers of both Islamic and conventional banks, using evidence from an oil-based economy that is based on a prolonged SERVQUAL model with 11 dimensions and other statistical analysis methods. Design/methodology/approach The data were collected from 461 Islamic and conventional bank customers in Qatar via a survey and several tests were used to test certain hypotheses. Component analysis, factor analysis and gap and ascendency analysis were used in this study. Afterward, a correlation analysis and regression model were used to examine the hypotheses and validate the instruments used. Findings The results show that regardless of the type of bank, customers always have greater expectations of the services than they had perceived. A customer’s expectation of the product on offer is the only dimension that is significantly different in relation to the two types of banks. However, reliability, competence, responsiveness, credibility and empathy dimensions are significantly different of the two types of banks in customers’ perception of quality. In addition, the results suggest that both types of banks need to concentrate their efforts on the product offering, competence and courtesy dimensions. Research limitations/implications The size of our sample of Islamic and conventional banks is unequally balanced. Future studies might therefore choose an equally balanced sample. Practical implications Bank managers in both types of banks need to continue improving the quality of their service including product offering and to adopt advanced methods to enhance customer satisfaction (CS) and reduce the gaps in quality in the dimensions used. Furthermore, managers in both types of banks need to put more emphasis on product offering, competence, courtesy and communication if they wish to improve SQ. Moreover, Islamic banks must guarantee that they possess competent, highly trained personnel who are familiar with Islamic finance products, so as to enhance the quality of service and attract customers. Originality/value To the best of the author’s knowledge, this is the first study to investigate the effect of product offering and other dimensions of SQ on CS in both Islamic and conventional banks by using 11 dimensions of SQ. In addition, it provides evidence of gaps in SQ, at the dimensions level, for both types of banks in an oil-based economy. The results of this study are valuable in helping decision-makers and bank managers who wish to raise the level of SQ and improve CS and in validating the results from other countries with a dual financial system.

Organizational barriers to service quality failures: The case of hotel businesses

The success of hotel businesses primarily hinges on delivering quality service, and achieving this is possible through the measurement of the provided quality. In the context of measuring service quality, the Service Quality Gap Model developed by Parasuraman, Zeithaml, and Berry (1985) is commonly utilized. Subsequently, in 1988, Parasuraman, Zeithaml, and Berry expanded this model and identified five fundamental gaps between customers' expectations and perceptions of service quality. The first four gaps are related to factors within the organization, while the fifth gap focuses on the disparity between customer expectations and perceptions and is a function of the first four gaps. In previous research, it has been observed that researchers often concentrate on the fifth gap, neglecting the viewpoints of the service providers. Within this context, the aim of this study is to investigate the underlying causes of the gap between customers' expectations and perceptions of service quality in the context of hotel businesses. The population of the study comprises managers and employees working in 4 and 5-star hotels in Antalya. Non-probability sampling, specifically convenience sampling, was used in the research. Data was collected from 217 managers and 217 employees using a questionnaire. Validity and reliability analyses were conducted in the data analysis process. The findings of the study indicate that the abundance of hierarchical levels between management and employees, perceived control issues, paperwork negatively impacting service quality, independent efforts in promotional activities, and making excessive promises to customers are significant factors affecting service quality.

A Study on Perceived Service Quality of Customers in Commercial Bank

In the present scenario, "Customer is the king" and the participation and satisfaction of customers plays a vital role in the banking sector. Customer's expectation, customer satisfaction and service quality are interrelated. In order to meet the customer's expectation and to satisfy the customers, banks will have to improve their service provided to the customers. In the light of the present study bails at evaluating the level of service quality is in commercial Banks in Thrissur district. The study also attempts to ascertain the dimensions of service quality in Banks. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles.With respect to customer services there are notable perceived differences. Hence this study on customer service quality of commercial banks looks for bringing out the differences between perceptions of customers of these banks. This study is descriptive and analytical in nature. The collected data is analyzed by obtaining the mean scores of the various servqual dimensions both for expectations and perceptions. Such mean scores are compared with each other to find the gaps between expectations and perceptions. The service quality gaps of customers of various types of banks are compared.Further these gaps are cross tabulated with the profile of consumers. The research proves that empathy and responsiveness plays the most important role followed by tangibility, assurance, and finally the bank reliability. The present study reveals that Reliability and Tangibility as dimensions of service quality provides its main influence to the customers. The customers also feel that bank to be reliable and dependable. But both the parameters Reliability and Empathy show a lower level of satisfaction to customers..

A Model Proposal for Movie Theater Service Performance Index (MTSPI) Calculation with Structural Equation Modeling and Application

In this research, the objective is to create a performance index for movie theater services. In order to create the index, firstly the conceptual model for movie theater services was created. Secondly, physical evidence, social benefit, customer satisfaction and ambiance are determined as latent variables and verified with Confirmatory Factor Analysis (CFA). The relationships among latent variables are determined using the Structural Equation Model (SEM). Then Entertainment Performance Index is developed and calculated by using weights and scores of latent variables for movie theater services. Entertainment Performance Index is used for determining the level of performance and for proposing suggestions for decreasing the level of service quality gaps in movie theater services sector. In addition, satisfaction levels for different customer groups are compared according to the frequency of benefiting from revenue management applications. The ambiance dimension, which is about feeling yourself in the script and feeling the emotions more intensely in the movie theater atmosphere, was developed in this study.

Statistical determination of service quality gaps in primary health care in Guayas, Ecuador.

The present work determines the gaps between expectations and perceptions about the quality of the service that patients and families receive in primary health care (PHC) in Guayas, Ecuador. A descriptive, cross-sectional and non-experimental study was carried out, primarily prospective with respect to expectations and retrospective with respect to perceptions of service quality. For its development, a random sample of 533 users from the northern and southern urban sectors of the city of Guayaquil was determined, who were asked to answer a questionnaire. Their responses were collected using a seven-point scale intended to determine magnitudes of gaps, which were confirmed using the Wilcoxon test. The results reveal a significant gap between women, specifically those over 21 years of age who have studied at the technological and university level, and those who work. In general, the five dimensions of quality present significant gaps, highlighting that the lowest gap occurs when the medical professional listens attentively and treats the patient with kindness. Instead, the largest gap occurs because there are no available or easily accessible times for medical appointments. Finally, the dimension that indicates the gaps that service providers best resolve are the empathy items, recording the smallest deviations; On the contrary, the reliability dimension presents the greatest deviation, thus showing higher degrees of dissatisfaction, in both cases significant.