Service Quality Gap Research Articles

MEASUREMENT OF RESTAURANT SERVICE QUALITY USING MODIFICATION METHOD OF SERVICE QUALITY AND IMPORTANCE PERFORMANCE ANALYSIS

The purpose of this study is to determine the quality of services provided through customer satisfaction and determine the priority of attributes for improvement. In this study, the modification of Service Quality with 9 dimensions is used (Tangible, Reliability, Responsiveness, Assurance, Empathy, Cleansliness, Health, Safety and Environment Sustainability) and Importance Performance Analysis (IPA). Assessment of service level is given using a questionnaire of 100 samples from customer of sate tegal restaurant in Cilegon City, Banten. This restaurant does not only provide satay culinary, but also provides a variety of other food and beverage culinary menus. The results of the study using the Modified Service Quality Gap method resulted in a negative value, it states that the services provided by restaurants do not provide satisfaction to customers. In an effort to increase customer satisfaction with the services provided by using the Importance Performance Analysis (IPA) method, in quadrant A (top priority) there are 4 service quality attributes that are included in the top priority and must be improved

Infrastructure Service Assessment Model Based on a Service Quality Gap Model—Focused on South Korea

To improve the quality of life (QOL) of the citizen, it is essential to not only to secure a quantitative stock, such as the number or extension of individual infrastructure, but to also understand the perspective of the public on service levels and the demand for infrastructure. In this study, an infrastructure service level assessment model that reflects the demands of citizens is proposed, and the importance and adequacy of infrastructure service indexes for setting priorities and goals for the investment of government funds in infrastructure are verified. The evaluation items used in this model included usability, accessibility, and recovery speed. The infrastructure service level for 12,500 Korean citizens was surveyed using the proposed assessment model, and the results reveal that the satisfaction of citizens with their residences had a significant effect on the QOL improvement, and that the level of infrastructure performance in a residential area significantly affected the satisfaction of citizens with their residences. In addition, the results revealed that the quantitative and qualitative aspects of infrastructure should be simultaneously considered. Lastly, the possible application of this model for the evaluation of the effectiveness of investment for infrastructure improvement is proposed.

What women want from local primary care services for unintended pregnancy in rural Australia: a qualitative study from rural New South Wales.

Under the generalist model of health care in rural Australia, general practitioners (GPs) are often the first point of contact for women seeking health services for unintended pregnancy, including pregnancy decision-making support and options advice, antenatal or abortion care. Rural women are more likely to experience unintended pregnancy in Australia, yet little is known about how well local rural primary healthcare services currently meet their needs. To address this gap, this qualitative study explores through in-depth semi-structured interviews, the experiences of 20 rural women managing an unintended pregnancy, and their expectations of, and satisfaction with, the quality of care they received. The Framework Method was used to organise data and conduct an inductive thematic analysis. Three themes related to management of unintended pregnancy in a rural primary care setting were identified: (1) women expect informed and efficient care once services are reached; (2) women desire greater choice and aftercare; and (3) comprehensive reproductive health should be part of rural primary care. Participants indicated an awareness of the limitations of the rural health system, yet a firm expectation that despite access delays, all of their reproductive health needs would be met. Choice, time efficiency, and aftercare were identified as gaps in the current primary care service experience. A desire for greater attention to rural reproductive health, including improved contraception, was also emphasised. Rural women with unintended pregnancy experienced gaps in service quality and described a lack of woman-centred care in their local rural health setting. This study offers insight into how rural primary care providers can better support women to make decisions about and reach their preferred services for unintended pregnancy.

Identifying service performance gap: a hospitality management perspective

Despite a plethora of studies on service quality gaps, the service performance gap has received less academic attention. The previous literature has found the importance of the service performance gap from the management standpoint, yet the independent study on the service performance gap is scant. Thus, the present study attempts to identify the service performance gap by evaluating management's perspective towards customer-contact employees' service delivery performance. A field study was employed in the top ten luxury chain hotels of Northern India, targeting 200 management personnel. Using an exploratory factor analysis, this study reveals three dimensions of service delivery performance, namely functional, relational, and tangible aspects. Further, the results obtained from gap analysis show that the most prominent service performance gap identified, is concerning employees' relational aspect, followed by functional and tangible aspects. The study offers valuable managerial implications to reduce the service performance gap accordingly.

Retracted] A Study on Students’ Satisfaction with Classroom Teaching of Independent Adult Universities Based on SERVQUAL and IPA Models, Taking Beijing Haidian Adult University as an Example

To some extent, students’ satisfaction with classroom teaching reflects the teaching quality of the school. In view of the characteristics of independent adult universities in recent years, which are characterized by great age difference, uneven foundation, and diversified demands, it is necessary to start the research from the perspective of students, through sufficient investigation, forming a survey index, setting up questionnaires, and conducting empirical research on their satisfaction with classroom teaching. In the study, the service quality gap model (SERVQUAL) is introduced; the importance‐satisfaction model, importance‐performance analysis (IPA), was used to check the consistency of the SERVQUAL research results; the current status of satisfaction was obtained; and countermeasures and suggestions were proposed to improve students' satisfaction with classroom teaching of independent adult universities.

Treatment success with two doses of methotrexate vs single dose of methotrexate in Ectopic Tubal Pregnancy.

Objectives:To compare the success rates and safety of two-doses of methotrexate versus single dose of methotrexate in ectopic tubal pregnancy.Methods:This was an open-label, randomized controlled trial done at “The Department of Obstetrics & Gynecology, Nishtar University Hospital, Multan” from January 2020 to July 2021. A total of 100 women (50 in each group), aged 20 to 35 years with a tubal ectopic pregnancy were enrolled. All patients were randomly allocated to either single-dose or two-dose methotrexate protocol. Cases were evaluated for treatment success, side effects, beta-human chorionic gonadotrophin (β-hCG) resolution time and treatment satisfaction.Results:In a total of 100 cases, mean age was 29.6±4.5 years. Mean serum β -hCG levels at baseline was 1212±78 mIU/ml. Treatment success was noted among 43 (86.0%) cases of single-dose group versus 45 (90.0%) cases (p=0.5382). Duration of β -hCG resolution time was significantly shorter in two-dose group (23.0±12.1 days versus 28.2±12.8 days, p=0.0394). No significant difference was noted in methotrexate associated side effects in both study groups (p=0.9996). Overall, mean satisfaction score was 4.0±1.3 (out of 5).Conclusion:Although, β -hCG resolution time was significantly low in two-dose protocol but single-dose methotrexate offered comparable success rates versus two-dose protocol. Side effects were mild and comparable in both methotrexate treatment protocols. Methotrexate was found to be effective in the medical management of ectopic pregnancy.

Effect of acarbose combined with diet intervention on glycolipid metabolism in patients with primary polycystic ovarian syndrome complicated with impaired glucose tolerance.

Objectives:To investigate the efficacy of acarbose combined with diet intervention in patients with primary polycystic ovarian syndrome (PCOS) complicated with impaired glucose tolerance (IGT) and its effect on their glycolipid metabolism.Methods:A total of 92 patients with primary PCOS complicated with IGT treated in our hospital from December 2018 to December 2020 were selected, and divided into two groups using a random number table. The control group received routine lifestyle intervention. On this basis, the observation group was treated with acarbose combined with diet intervention. The menstrual recovery rate, ovulation rate and pregnancy rate after treatment, as well as sex hormone levels, glycolipid metabolism and inflammatory factor levels before and after treatment were compared between the two groups.Results:After treatment, the menstrual recovery rate and ovulation rate of the observation group were significantly higher than those of the control group (P < 0.05). Among the patients with fertility needs in the two groups, the pregnancy rate of the observation group was significantly higher compared with the control group (P < 0.05). Before treatment, sex hormone levels showed no obvious differences between the two groups (P > 0.05). After treatment, all indicators of sex hormone were improved in both groups, and the improvement in the observation group was more obvious than that in the control group (P < 0.05). Before treatment, no obvious difference was found in glycolipid metabolism between the two groups (P > 0.05). After treatment, 2hPG, LDL-C and TG were improved in both groups, and the improvement was more significant in the observation group compared with the control group (P < 0.05). Before treatment, inflammatory factor levels were not significantly different between the two groups (P > 0.05). After treatment, inflammatory factor levels in both groups were improved, which was more obvious in the observation group than the control group (P < 0.05).Conclusions:The application of acarbose combined with diet intervention in patients with primary PCOS complicated with IGT can effectively enhance the efficacy, help patients increase ovulation rate and pregnancy rate, and improve sex hormone levels, glycolipid metabolism and inflammatory factor levels.

Dimensions of Healthcare Quality Services Gaps in the Ghanaian Private Health Sector– An Overview of Concepts, Antecedents and Associated Literature

The concept of service quality gap (SQG) is the difference between client’s intrinsic expectations and perceived quality of services delivered which may be positive gap (where services delivered exceeded expectations) or negative gap (where services delivered were expectations) due to weakened inner system processes This paper focuses on the review of concepts, antecedents and associated literature related to healthcare service quality gaps. Customer satisfaction antecedent is prima facie service quality. Therefore a measurement of service quality becomes the fulcrum of establishing customer satisfaction or the gap of it. Healthcare service quality dimensions of measurement have an omnibus classification into the functional quality and technical quality. While technical quality ( Curing quality) in the health care sector refers primarily to the technical accuracy of the medical diagnoses and procedures or the conformance to standard operating medical procedures or professional specifications, functional quality engenders the ‘ How’ or manner or caring quality of service delivery to patients (Lam, 1997). It outlines the research work of notable scholars and academic in the area of healthcare service quality and the generic concept of general service quality. A cross-sectoral overview and historical perspective and service quality gap were highlighted. We also examine contexts both core and tangential to the discourse and provide insights into health services in Ghana and private healthcare givers as well as SERVQUAL critiques and their justification Keywords: Healthcare, Quality, Services, Gaps, Concepts, Antecedents, SERVQUAL, Critiques

Dimensions of Healthcare Quality Services Gaps in the Ghanaian Private Health Sector– An Overview of Concepts, Antecedents and Associated Literature

The concept of service quality gap (SQG) is the difference between client’s intrinsic expectations and perceived quality of services delivered which may be positive gap (where services delivered exceeded expectations) or negative gap (where services delivered were expectations) due to weakened inner system processes This paper focuses on the review of concepts, antecedents and associated literature related to healthcare service quality gaps. Customer satisfaction antecedent is prima facie service quality. Therefore a measurement of service quality becomes the fulcrum of establishing customer satisfaction or the gap of it. Healthcare service quality dimensions of measurement have an omnibus classification into the functional quality and technical quality. While technical quality ( Curing quality) in the health care sector refers primarily to the technical accuracy of the medical diagnoses and procedures or the conformance to standard operating medical procedures or professional specifications, functional quality engenders the ‘ How’ or manner or caring quality of service delivery to patients (Lam, 1997). It outlines the research work of notable scholars and academic in the area of healthcare service quality and the generic concept of general service quality. A cross-sectoral overview and historical perspective and service quality gap were highlighted. We also examine contexts both core and tangential to the discourse and provide insights into health services in Ghana and private healthcare givers as well as SERVQUAL critiques and their justification Keywords: Healthcare, Quality, Services, Gaps, Concepts, Antecedents, SERVQUAL, Critiques

Customer complaints encountered in the online food retail during the COVID-19 intermittent curfew period

Almost everything has changed fundamentally with the coronavirus (COVID-19) epidemic. The pandemic has adversely affected the retail industry and the global economy. After detecting COVID-19, customers’ shopping preferences have moved to popular platforms like online shopping websites. Meanwhile, due to inadequate distribution structures and decentralized supply chain networks of businesses, customers have experienced many failures in service encounters. This study employed a document review method to analyse customer complaints covering common logistic service failures in the food sector during the three months (March, April and May 2020) intermittent curfew period. In addition, using content analysis, “şikayetvar.com” complaints were classified according to the service quality gap model. Since disruptions in the food industry are critical with their stimulating effects on supply chains, this industry has been analysed in detail. In terms of practical contribution, the study introduces an insight to enhance the customer service capabilities of private shopping sites. Furthermore, the theoretical background of the study reveals the service quality dimensions prioritized by customers in the pandemic environment and their critical role in service quality gaps.

PATIENTS’ TRIO NEED SATISFACTION: A GAP ANALYSIS BETWEEN EXPECTATIONS AND PERCEPTIONS

Healthcare improvement relating to basic hospital service attributes is one of the most fundamental driving forces to uplifting in economic and social transition for developing countries in an emerging context. The purpose of this paper is to measure patients’ trio need satisfaction toward doctor service quality (DSQ), nurse caring quality (NCQ), and hospital environment quality (HEQ) and compare the effects of perceived, expected, and service quality gap on patient satisfaction. Multiple regression analysis was used to explain the patient satisfaction. The result shows that the perceived service quality (67.3%) and the service quality gap (50.8%) can better explain patient satisfaction than the expected service quality (3.0%). Both perception and gap model show that DSQ, NCQ, and HEQ are significant predictors of patient satisfaction, where NCQ is the most important dimension in explaining patient satisfaction. This study focuses on patient need satisfaction research by being one of the few empirical studies relating to the most basic hospital service quality attributes, contributing to the development of hospital service quality in a developing context of Bangladesh.

Evaluation of the quality of contracted family doctor services based on patient perceptions and expectations: a follow-up analysis from the elderly with chronic diseases in rural Jiangsu, China

IntroductionThe policy focus of contracted family doctor services (CFDS) has been shifting to improve quality and efficiency in China. The study’s objective was to establish a quality evaluation scale for...

Analysis of Transportation Services Using Service Quality Method

Transportation business people try to meet customer needs by providing the best quality service and maximum facilities so that customers feel satisfied with the services that have been provided, but the quality of services that have been provided is not solely in accordance with customer expectations and perceptions. The purpose of this research is to find out how good the level of service quality has been, it is necessary to measure the service quality between customer expectations and perceptions of the service quality. The research method used is to compare customer expectations and perceptions using the service quality gap method. 5. The research instrument is a questionnaire consisting of 25 statement variables and classifies into 5 dimensions of service quality according to Parasuraman's, namely the dimensions of tangibles, reliability, responsiveness, assurance and empathy. The overall level of customer expectations got an average score of 3.06 and the level of perception perceived by customers as a whole got an average score of 2.90. The statement with the highest gap (gap 5) and included in quadrant A (the main priority for improvement) on the Cartesian diagram is in the quality of service regarding buses facilitated by safety support (first aid kits, fire extinguishers and emergency exits), buses facilitated by entertainment support (karaoke and LCD TV) and buses are facilitated to support comfort (reclining chairs, air conditioning, blankets and pillows). The impact this research about the quality of service is not appropriate or does not meet the expectations of customers, therefore it is necessary to improve the quality of related services so that the quality of service provided is maximal and can meet customer expectations

A Hybrid Methodology for Dental Hospital Quality Performance Gap Using HOQ and Process Analysis

A hybrid methodology is described to identify a quality gap in a dental hospital. The research case study illustrates how to implement quality improvement in a real-life context. A combination of an ethnographic, narrative, and phenomenological approach in data collection and observations within the dental hospital validates the case findings. A unique method based on systems study and Taguchi loss function is shown to reduce the service quality gap in a dental hospital. A house of quality (HOQ) combines the correlation between “patient's expectations” and the hospital's “technical” characteristics. The correlation between service quality and technical characteristics measures a patient's expectations gap. Factor analysis helps to group service and technical factors for better patient management. A strategy map correlation analysis is generated to manage the quality gap. The correlation analysis between patient expectations and the hospital's technical characteristics identify areas of immediate attention.

Detecting Service quality influence using DINESERV model: A study with the reference to restaurants in Dhaka city

Number of studies related to assessing service quality through Service quality gap model, known as SERVQUAL model in tourism and hospitality industries is seen either originally or with developed version. The main aim of this study is focused assessing empirically on the developed version of SERVQUAL model for measuring the service quality for restaurant services known as DINESERV, in the context of restaurant services in Dhaka city, Bangladesh. The comprised 29 attributes of SERVQUALL model is DINESERV, that is used for designing the questionnaires in this study, which aimed to measure the gap between expectation and perception level of customers in restaurant service. However, 110 valid questionnaires from 150 has been statistically analyzed in SPSS20. This empirical study makes a glance that 25 indicators have rooms to make more improvement due to persisting gap between expectations and perceptions, meanwhile, results and findings have been complied with the identification of strength and weakness of service quality of selected oldest restaurants of Dhaka city, who can uphold their dignity through the possible suggestions from this study

Measuring Higher Education Service Quality During COVID-19 Pandemic in China using a SERVQUAL Method

There has been an emergency teaching and learning paradigm shift in China universities due to the closure of many higher educational institutions due to COVID-19. This study examines the education service quality during the pandemic. Five dimensions of SERVQUAL have been studied, namely tangible, dependability, responsiveness, assurance and empathy. Using a simple random sampling method, self-report questionnaires were distributed to undergraduate students from the Tianfu College of Southwestern University of Finance and Economics (SWUFE), who participated in this study. This resulted in 373 usable questionnaires. In all five dimensions of service quality, a gap was observed between students’ perceptions and expectations, and are listed in ascending order as follows: tangible: -0.073, assurance: 0.015, empathy: 0.050, responsiveness: 0.052, and reliability: 0.056. The gap analysis between service quality perceptions and expectations showed that all scores for perceptions were higher than expected, except for the tangible dimension. Nevertheless, the negative gap is small and negligible. This finding indicates that the service quality of tangible dimension could be slightly improved. Specifically, the university must upgrade facilities and equipment to improve the fluency of the teaching network, and skills of teachers should be improved to advance their teaching methods, in order to support online teaching and learning, which could reduce the gap of service quality of tangible dimension between student perceptions and expectations.

Quality Compliance in a Remotely Located PHC in India

Background: As the rural Indian health care sector is providing patient care to the community at large, evaluating the quality of services gives an insight into the level of care provided. The primary health care chose the audit evaluation voluntarily.&#x0D; Objectives: The aim of the study was to assess the service quality provided in the primary health care Centre. The study was to help understand the skill set requirements in improving the quality of care and to identify the service quality gaps and to provide the best possible solutions for the gap closures by nominating the responsible personnel.&#x0D; Methods: The quality of care was evaluated in three ways: staff interview, record review, and observations conducted. Six departments were chosen for evaluation: the out-patient department, in-patient department, labor room, laboratory, National health programs, and general administration. By a prepared specific checklist comprised of standards and measurable elements, an evaluation was performed. The scoring was provided as 0, 1and 2, which implied noncompliance, partial compliance, and full compliance.&#x0D; Results: As per evaluation, national health program areas scored the least, whereas the inpatient departments scored the highest. There were multiple gaps in the service provision areas and manpower allocation. The average mean score was 77.48.&#x0D; Conclusion: Keeping the national standards and guidelines, an audit evaluation was performed. Quality has to be imbibed with the optimization of resource allocation and with the mindset to provide the best possible care in the interest of the individual's wellbeing.

6.4 SYSTEMIC RACISM AND MENTAL HEALTH DISPARITIES: CALL TO ACTION FOR CHILD AND ADOLESCENT PSYCHIATRIST RESEARCHERS, PRACTITIONERS, AND POLICYMAKERS

The COVID-19 pandemic and heightened awareness of police brutality after the killings of George Floyd, Breonna Taylor, and many others, have shifted our focus so that systemic racism finally centers in the discussion of children’s mental health. Specifically, racism has been identified as a social determinant of mental health. Although this pivot in the collective consciousness and the canon of child and adolescent psychiatry has recently begun, previous research exploring racism’s direct effect on child mental health, while limited, has been overlooked and underfunded despite this problem persisting for several decades. We will review data on systemic racism and discrimination and its impact on the mental health for youth and their families with an emphasis in systems of care settings, juvenile justice, and child welfare. This presentation will explore 3 theoretical frameworks: 1) Public Health Critical Race Praxis (PHCRP); 2) structural competency; and 3) racism as a root cause, to propose determination of research, policy, and practice priorities to address mental health inequity in Black, Latinx, and Native American (BLNA) youth whose well-being has been historically marginalized in these systems of care settings. This presentation includes a review of data on racial inequity across child mental health serving systems. Findings from research conducted by the presenter and colleagues investigating promising practices applying antiracist praxis will be discussed. Systemic racism in various sectors (eg, education, legal, health) drives the disproportionate contact that BLNA youth have with systems of care and influences negative health outcomes across their developmental trajectories. In particular, BLNA youth experience greater gaps between treatment need and receipt. These gaps in both service linkage and quality of care received have lifelong intersectional implications on long-term adverse outcomes. Addressing systemic racism requires multimodal interventions that apply antiracist frameworks to create actionable praxis across the domains of research, policy, and practice. PHCRP, structural competency, and racism-as-a-root-cause frameworks can help center the needs and voices of historically marginalized groups and stimulate new approaches to achieve equitable health outcomes.

Quality of Health Services and the Factors Affecting it: A Cross-Sectional Study in Pilot Hospitals for Electronic Referral System

Quality of Health Services and the Factors Affecting it: A Cross-Sectional Study in Pilot Hospitals for Electronic Referral System

Developed Reverse Logistic Airline Service Quality (RL AIRQUAL) Model for Reverse Support Service Quality Gaps Analysis in Air Industry

The airline industry plays a fundamental role in the economic and social development of societies and it also has an important impact on improving foreign trade. The airline industry is one of the main infrastructures for sustainable development of the country. The quality of the reverse engineering service of the airline industry will be effective in increasing the safety and health of structures, reducing the impact of disasters and reducing costs. The airline industry needs its own defined models to measure the quality of service which has the ability to assess the quality of the services of this industry. Purpose of this research is to present a developed SERVQUAL model to assess the quality of services in the air industry. The RL AIRQUAL Model was a descriptive and cross-sectional analysis of reverse-customer support services of six organizational units of the air industry company using a 35-item questionnaire with standard 5-point Likert scale and adjusted SERVQUAL in eight dimensions of tangibility, reliability, assurance, empathy, responsiveness, safety and security, customer satisfaction and customer loyalty dimensions.Data were analyzed by paired t-test using SPSS software.Based on the determination of reverse service supportquality, the responsivenesshad the highest gap and safety and security had the lowest gap.The results can be used to assess the competitive position of the organization and identifying opportunities for improving the airline industry.With the help of the results of the modified model evaluation, applicable and suitable solutions can be developed to improve customer satisfaction.