Service Quality Gap Research Articles

Pengukuran dan Penentuan Prioritas Perbaikan Kualitas Layanan Jasa Service Kendaraan dengan Metode Service Quality dan Analytical Hierarchy Process

The service business in Indonesia is growing every year and competition is getting tougher. One of the service businesses that is always growing is motor vehicle repair service. So that the vehicle service company must make service improvements to be able to compete. For this reason, the company needs to know the service performance so that the company must know the advantages and disadvantages of the services provided to customers. The purpose of this study is to measure the performance of vehicle service quality and determine service improvement priorities in increasing customer satisfaction and loyalty. The method used in this research is service quality and Analytical Hierarchy Process (AHP). The results of the study were to obtain 21 service attributes obtained from interviews. Then from the results of processing with the service quality method, it turns out that there is a gap in service quality based on perceptions and expectations because it is negative. So all the existing service attributes need to be improved. Meanwhile, the results of determining priorities that need to be improved on the 21 service attributes using the AHP method show that the mechanical speed attribute in car service is the first priority because it has the largest weight, namely 0.107. Then the service attribute that gets the last priority to be repaired is the equipment and equipment attribute with the smallest weight of 0.02 because the current dealer already has a fairly complete vehicle service tool.

Priority nonconformity and service quality analysis of hospitals in Thailand: a care provider perspective

PurposeThe objectives of this research are to investigate service quality expectation, perception and satisfaction in outpatient departments and to propose the priority nonconformity index (PNCI) to assess overall prioritization of efforts in relation to expectations.Design/methodology/approachSERVQUAL has five dimensions: tangibility, reliability, responsiveness, assurance and empathy. It was used to gather data from multiple-responding care providers in 220 Thai hospitals nationwide. Paired-samples t-test and importance-performance analysis (IPA) were used for analysis. The PNCI was initiated to evaluate the overall conformity between expectation and perception and to suggest strategies for improvement.FindingsIt was found that assurance is the most important and the best performed dimension with the least dissatisfaction. Tangibility is the least important and the least performed dimension with the most dissatisfaction. From gap analysis, there are significant negative gaps in overall service quality, all dimensions and all indicators. IPA found assurance and responsiveness as strengths, and this suggests transfer of excessive resources from empathy to enhance reliability. PNCI of Thai hospitals is 0.8 and this has suggested similar strategies to IPA.Originality/valueFindings from this study can be employed to develop strategic policy to improve Thai hospitals as a whole. The newly developed PNCI can be used as an indicator to assess efficiency of resource allocation to fit better with customer requirements.

Hospital service quality based on HEALTHQUAL model and trusting nurses at Iranian university and non-university hospitals: a comparative study

BackgroundEstablishment and improvement of patients’ trust in healthcare organizations like hospitals necessitate delivery of high-quality services by nurses, as the largest group of healthcare providers. The present study aimed to compare hospital service quality based on the HEALTHQUAL model and trusting nurses at university and non-university hospitals in Iran.MethodsThis comparative cross-sectional study was conducted on 990 patients admitted to university and non-university hospitals located in Bushehr Province, southern Iran, who were selected using the stratified random sampling method. The data were collected through the HEALTHQUAL questionnaire and the Trust in Nurses Scale, and then analyzed via the SPSS Statistics software (version 22) as well as the General Linear Model (GLM) univariate procedure and the Chi-square test with a significance level of 0.05.ResultsThe study findings revealed that the mean values of real quality (perceptions) and ideal quality (expectations) were 3.89 ± 0.69 and 4.55 ± 0.47, respectively. The gap between the real and ideal quality (− 0.64) was also larger at non-university hospitals from the patients’ viewpoints. Comparing various dimensions of service quality, the largest gap at university and non-university hospitals was associated with “environment” (− 0.13) and “empathy” (− 0.18), respectively. Additionally, the mean scores of the patient trust in nurses at university and non-university hospitals were 10.34 ± 5.81 and 8.71 ± 4.05, respectively, being a statistically significant difference (p < 0.001).ConclusionThe study results demonstrated that hospital service quality and trusting in nurses were at higher levels at the university hospital than the non-university one; however, hospital service quality was at a lower level than what the patients had expected. Accordingly, hospital managers and policy-makers were suggested to focus on patients to reduce gaps in service quality, to promote service quality, and to provide better healthcare services to patients.

Assessing Post-stroke Outpatients’ Rehabilitation Service Quality Gaps in Bangladesh

Objectives: The majority (80%) of stroke survivors in Bangladesh have lived with either minor or major physical, emotional, and cognitive disabilities. Due to patients’ poor perceived experience in healthcare services, participation in rehabilitation care has become a significant challenge for them. Consequently, it increases the burden of stroke disability. Therefore, this study aimed to measure the gaps in post-stroke outpatients’ rehabilitation Service Quality (SQ) and factors related to these gaps. Methods: A cross-sectional descriptive study was administered on 311 post-stroke outpatients who were selected by stratified sampling method from 5 divisional centers of a rehabilitation hospital. Data collection tools consisted of the following: a demographic information form and a modified Service Quality (SERVQUAL) questionnaire. Cronbach’s alpha coefficient was applied to analyze the internal consistency. Besides, Pearson’s (r) correlation test was applied to examine the correlation coefficient between the explored items. The obtained data were analyzed by descriptive statistics, Paired Samples t-test, and Eta-statistic (δ) of the Analysis of Variance (ANOVA). Results: Patients’ expectations were rated higher than the perceptions in all dimensions of rehabilitation SQ and indicated a significant gap (t=-29.604, P&lt;0.001). Patients’ occupation (δ=0.189), family status (δ=0.289), pre-stroke daily activities (δ=0.235), and post-stroke disability (δ=0.286) indicated a significant relationship with the gaps in rehabilitation SQ. Discussion: Post-stroke rehabilitation SQ gaps are required to be addressed by considering the factors related to these gaps. Most importantly, the rehabilitation hospital must integrate the continuous quality improvement monitoring systems to enhance SQ as well as patients’ participation in rehabilitation care programs.

Finding Service Quality Dimensions and Measuring Service Quality Gaps: A Study on Service Quality of Indian Banks

Finding Service Quality Dimensions and Measuring Service Quality Gaps: A Study on Service Quality of Indian Banks

A Proposed Model for House of Quality Matrix in Order to Achieve Sustainable Competitiveness in Tourism Companies

The study aimed to provide a future vision for employing the house of quality (HOQ) approach to improve tourism companies' services and achieve sustainable competitive advantage from the tourists' point of view by improving the quality of services and achieving tourists' satisfaction by building a House of Quality Matrix. The study was conducted on a random sample of the tourists, their number reached (210), to extract results and test hypotheses. The statistical program (SPSS) was used, and then a proposal for the House of Quality was developed that can be used in tourism companies, and the design house analysis was used to design a model. The study offers scientific approaches to tourism companies as a tool of development in their practical procedures, And thus offers practical and applied information useful to both academicians and practitioners. The paper also tries to bridge the current service quality gap and adds to the relatively limited theoretical literature in this field.

Analisis Pelayanan Terhadap Tingkat Kepuasan Mahasiswa Fakultas Ekonomi Universitas Batanghari Jambi (Studi pada Laboratorium Statistik Fakultas Ekonomi Universitas Batanghari Jambi)

This research aims to find out how the Service Affects Student Satisfaction at the Faculty of Economics, Batanghari Jambi University. The limitations of the problems in this study are as follows: 1. The variables used in this study are service quality variables that include responsiveness, reliability, assurance, emphaty (empathy), tangibles (direct evidence). And 2. The gap used in this study is the gap between the quality of service perceived and the expected quality of service (service quality gap). The study was analyzed using multiple linear regressions. with results Y= 0.441 + 0.860X. In other words, the regression equation above can be said that the coeffesien regression variable service has a positive direction towards the satisfaction of students of the faculty of economics of batanghari jambi university. The constant or α value of 0.441 means that if the value of variable X (service) is 0 then the variable value Y (satisfaction) will be worth 0.441. The coefficient value (b) of 0.860 means that the value of variable X (service) is positive meaning that if the service variable (X1) rises by 1 unit it will increase variable Y (satisfaction) by 0.860 assuming other variablesits same. and based on statistical tests it is known that there is a significant influence between the service on the satisfaction of service users ( students) computer laboratory of the Faculty of Economics, Batanghari Jambi University, using the t test that is, thitung = 26,106 &gt; t table = 1,984.

Service Quality and Service Gap of Autonomous Driving Group Rapid Transit System

Recently, the trend of public transportation has evolved from traditional vehicles to intelligent transportation systems. Among many innovative systems, the development of group rapid transit (GRT) has become increasingly important. This study aims to explore the key acceptance factors for users to adopt GRT through three dimensions: technology, sharing, and experiential marketing (TSE). First, this study identifies variables under each construct of the TSE model through a literature review and interviews with experts, so as to understand what factors of the model impact users’ usage intention and continuous usage intention. Subsequently, through a questionnaire survey, the theoretical model is verified. The participants of the survey were users of GRT, and a total of 306 valid questionnaires were collected. Through structural equation modeling (SEM) analysis, the results indicate that technology does not significantly impact usage intention, as users may not fully understand GRT’s future developments; technology only affects continuous usage intention. Sharing also only influences continuous usage intention. These results show that the adoption of GRT may be gradual and long-term rather than short-term. Finally, experiential marketing has a significant impact on both usage intention and continuous usage intention. This implies that users’ experiences are vital in promoting innovative services, hence service providers should seek to not only improve the service but also enhance users’ trust in and support for the service.

SERVQUAL (Service Quality) vs NPS (Net Promoter Score) : A Comparative Study of Private and Public Hospitals in Sikkim

Background : This study is the first of its kind, which has used the SERVQUAL model in conjunction with the Net Promoter Score approach to compare the service delivery of a private and a public hospital in the Himalayan state of Sikkim. Methods : The study was cross-sectional and causal, carried out from March – June 2018. This study has used the SERVQUAL gap model given by Parasuraman, Berry, and Zeithaml with the Net Promoter Score approach given by Reichheld. The statistical tools used in this study are mean, Cronbach's alpha, and independent sample t-test. The statistical packages used are MS EXCEL 2016 and SPSS V. 17. Results : A statistical significant difference was found for the tangibility and empathy dimensions between the public and private hospitals, where the service quality gap score was higher for the public hospital in both the dimensions. The Net Promoter Score for the public hospital was –3% and in case of the private hospital, the NPS was 18%. Conclusion : This study concludes that both the hospitals needed improvement ; however, the private hospital needed improvement, especially in the responsiveness, reliability, and assurance dimensions ; whereas, the public hospital needed improvement in all the five dimensions of SERVQUAL. This study also concludes that SERVQUAL and NPS approaches should not be looked as competing approaches, but these two approaches shall be used in conjunction to get a better understanding of the problem areas.

Service Quality Gap Model for Analysis and Improvement of Plastic Surgery Customer Satisfaction in South Korea

The purpose of this study is to examine the experiences of customers who go to Korea to undergo plastic surgery. This study applies the quality-of-service gap model to understand and analyze customer satisfaction and service demand and to know various measures and suggestions to improve medical services. A questionnaire survey is adopted according to the basic theory of the service quality gap model. Based on actual conditions of hospital work in Korea, the gap model of medical service quality is established. SPSS22.0 statistical package was used to analyze and process data. Results show that plastic surgery customers’ perception of medical services is higher than expected. At the same time, plastic surgery customers indicate the highest evaluation of the quality of medical services. These customers have the highest expectation of assurance in medical service quality and the lowest expectation on empathy. Among the plastic surgery clients in various age groups, the younger ones exhibit greater difference between the expected value and actual perceived value in terms of the reliability of medical service quality. Therefore, we can conclude that the service quality gap model is feasible in analyzing and improving the satisfaction of hospital patients. This model is a reliable theoretical reference that hospital administrators can use to address issues related to medical service quality.

Toward a Multi-Sided Model of Service Quality for Logistics Service Providers

The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed, and the data were analyzed via a pattern-matching technique. The contribution to the literature is twofold. First, the study transferred the original service quality model developed in the 1980s from a business-to-consumer context to a business-to-business context that is specific to LSPs. Second, the results provide a means of closing the identified service quality gaps arising in an LSP context. Two internal gaps were found: non-homogeneous expectations between the sales and operations departments, and a communication and knowledge gap between these two entities. The three external gaps between LSPs and customers are a loyalty and corporate brand image gap, an innovation and information technology gap and an information asymmetry gap.

Service quality of building services consultants in building project delivery; clients’ perspectives

The role of consultant services engineers in the construction process is pivotal as they make significant contributions towards successful delivery of construction projects. They are responsible for ensuring that the technical specifications and design standards of mechanical, electrical and plumbing aspects of construction projects are adhered to with due consideration to budget and schedule. The quality of services offered by these consultants have however become a source of worry to clients recently in Nigeria as reflected in variance in the quality of services they render. This study examined clients’ assessment of service quality of consultant services engineers in building project delivery. The study adopted survey research design with a total 121 responses obtained from target respondents using structured questionnaire administered to clients’ organizations. The study adapted the 22 SERVQUAL service quality variables from literature. The study discovered that client’s expectation of service quality of building services consultant exceeded the actual perceived service in building project delivery. Clients are unimpressed with the ability of the consultants to show sincere interest, provision of services at the time promised, the ability to give client specialized services relating to MEP and willingness to help client. Out of date software is being used and clients are rarely satisfied with consultants’ responsiveness and assurance. It is imperative for service consultants to understand client’s expectations and ensure such needs are met in the construction delivery process in order to ensure the service quality gap is eliminated. Finally, there is the need for consultants to be conscientious by timeously responding to all instructions and requests of clients as well as improve reputation which will ultimately pay off in project outcome.

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

BackgroundAssessing patients’ expectations and perceptions of health service delivery is challenging. To understand the service quality in intensive care units (ICUs), we investigated the expected and perceived service quality of ICU care.MethodsWe conducted this study at an ICU of a university-affiliated medical center in Taiwan from April to September 2019. Admitted patients or their family members responded to a questionnaire survey adopted from the SERVQUAL instrument consisting of 22 items in five dimensions. The questionnaire was provided on ICU admission for expectation and before ICU discharge for perception. We analyzed the quality gaps between the surveys and applied important-performance analysis (IPA).ResultsA total of 117 patients were included (62.4% males, average age: 65.9 years, average length of stay: 10.1 days, and 76.9% survival to ICU discharge). The overall weighted mean scores for the surveys were similar (4.57 ± 0.81 and 4.58 ± 0.52, respectively). The ‘tangibles’ dimension had a higher perception than expectation (3.99 ± 0.55 and 4.31 ± 0.63 for expectation and perception, respectively, p < 0.001). IPA showed that most of the items in ‘reliability,’ ‘responsiveness’ and ‘assurance’ were located in the quadrant of high expectation and high perception, whereas most of the items in ‘tangibles’ and ‘empathy’ were located in the quadrant of low expectation and low perception. One item (item 1 for ‘tangibles’) was found in the quadrant of high expectation and low perception.ConclusionsThe SERVQUAL approach and IPA might provide useful information regarding the feedback by patients and their families for ICU service quality. In most aspects, the performance of the ICU satisfactorily matched the needs perceived by the patients and their families.

Health and Well-Being in Protected Natural Areas-Visitors' Satisfaction in Three Different Protected Natural Area Categories in Catalonia, Spain.

Protected natural areas (PNAs) can be a source of health and well-being, but little research has been carried out regarding outcomes in terms of satisfaction (the difference between motivations and benefits). Inspired by previous research that examines the motivations and benefits perceived by visitors to various PNAs in Canada, and based on importance–performance analysis (IPA) and service quality gap (GAP) analysis theory, the aim of this study was to identify the outcomes generated by protected areas in terms of satisfaction, especially with regard to the PNAs’ individual protection categories. The study was based on survey data from visitors (n = 360) to three PNAs in Catalonia: one national park, one natural park and one periurban park. The results indicate that anticipated environmental, psychological, physical and social benefits were of major personal value in choosing to visit a PNA. The results indicate that, generally, visitors were satisfied with regard to the benefits anticipated. Differences between parks in this respect could be explained in part by sociodemographic factors and visitors’ behavior. The results are discussed in terms of their applicability and how they relate to the role of PNAs in the promotion of visitors’ health and well-being.

SERVQUAL Gap Analysis of Nepalese Commercial Banks

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

Usability and acceptability of a two-way texting intervention for post-operative follow-up for voluntary medical male circumcision in Zimbabwe.

Voluntary medical male circumcision (MC) is safe and effective. Nevertheless, MC programs require multiple post-operative visits. In Zimbabwe, a randomized control trial (RCT) found that post-operative two-way texting (2wT) between clients and MC providers instead of in-person reviews reduced provider workload and safeguarded patient safety. A critical component of the RCT assessed usability and acceptability of 2wT among providers and clients. These findings inform scale-up of the 2wT approach to post-operative follow-up. The RCT assigned 362 adult MC clients with cell phones into 2wT; these men responded to 13 automated daily texts supported by interactive texting or in-person follow-up, when needed. A subset of 100 texting clients filled a self-administered usability survey on day 14. 2wT acceptability was ascertained via 2wT response rates. Among 2wT providers, eight key informant interviews focused on 2wT acceptability and usability. Influences of wage and age on response rates and client-reported potential AEs were explored using linear and logistic regression models, respectively. Clients felt confident, comfortable, satisfied, and well-supported with 2wT-based follow-up; few noted texting challenges or concerns about healing. Clients felt 2wT saved them time and money. Response rates (92%) suggested 2wT acceptability. Both clients and providers felt 2wT was highly usable. Providers noted 2wT saved them time, empowered clients to engage in their healing, and closed gaps in MC service quality. For scale, providers reinforced good post-operative counseling on AEs and texting instructions. Wage and age did not influence text response rates or potential AE texts. Results strongly suggest that 2wT is highly usable and acceptable for providers and patients. Men with concerns solicited provider guidance and reassurance offered via text. Providers noted that men engaged proactively in their healing. 2wT between providers and patients should be expanded for MC and considered for other short-term care contexts. The trial is registered on ClinicalTrials.gov, trial NCT03119337, and was activated on April 18, 2017. https://clinicaltrials.gov/ct2/show/NCT03119337.

Patient perception of service quality in Ghana: an empirical study in Christian Health Association of Ghana Hospitals

Background/aims Understanding patients' views on healthcare quality allows healthcare managers and policy makers to address any gaps and promote a patient-centred approach in healthcare delivery. A study was carried out to evaluate patients' perception of the quality of services in hospitals affiliated with the Christian Health Association of Ghana. Methods The SERVQUAL scale was used to survey 540 patients in 18 Christian Health Association of Ghana hospitals. Using STATA software package (version 13.0), mean scores of the patients' expectations and perceptions of service quality were computed. A t-test was performed to determine the significance levels of the difference between the mean scores for expectation and perception. Results The patients' expectations were not met. The five SERVQUAL dimensions showed statistically significant negative mean service quality gap scores. Conclusions Further investigations into the reasons that the patients responded in this way are warranted to help in stepping up patient-focused interventions to bridge the perceived service quality gaps identified.

Evaluation of Service Quality Gaps in Traditional Appliance Retail using Cause-and-Effect Matrix and Service Failure-mode-and-Effect Analysis Techniques with Case Studies

With the advent of the new retail era, the traditional home appliance retail market is at a critical stage of transformation. The practical problem is the lack of understanding the consumers' psychological needs leading to gaps in service quality. In this study, a new service gap index was proposed using the C&amp;E matrix and FMEA to assess the need to adjust the service process. Researchers collected and analyzed data from 150 external questionnaires in New Taipei City. From the report, the service gap index is -0.66, indicating that the traditional retail equipment market is in a state of declining service quality. Results show that the service gap index can indicate service bottlenecks and improve process knowledge of service providers.

Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

Background: One of the basic steps to quality improvement in hospitals is to obtain patients’ feedback. Objectives: The aim of this study was to assess the quality of hospital services from patient’s perspective in hospitals affiliated with the Dezful University of Medical Sciences (DUMS), Dezful, Iran. Methods: In this cross-sectional study, 400 patients were selected from six hospitals of DUMS. The data was collected using the SERVQUAL questionnaire including 22 pairs of questions (organized in two aspects of service importance and performance) in 5 dimensions of tangibility, reliability, responsiveness, assurance and empathy. The importance-performance analysis (IPA) was used to determine the weaknesses of service quality and prioritizing the aspects requiring improvement. Results: The mean age of the patients was 38.5, 32% (n = 128) had academic degrees, 55% (n = 220) were self-employed, and 16.5% (n = 66) did not have health insurance. The average length of day was 7.8 ± 8.3 days. The mean score of the importance and performance were 4.37 ± 0.75 and 3.72 ± 0.94, respectively. The service quality gap was -0.65. Tangibility (-0.68) had the largest negative gap while the smallest gap was related to the reliability (-0.63). The gap between importance and performance was significantly negative in all attributes and dimensions (P &lt; 0.001). The results of the IPA showed that the tangibility was located in the Q VI, reliability and assurance in the Q I, and the responsiveness and empathy in the Q III quadrants. Conclusions: Quality of hospital services did not meet patients’ expectations and there is a room for improvement and obviate the gaps. Decision-makers can further use the results of the IPA to effectively allocate limited resources giving special attentions to the organizational weaknesses.

Applying the Quality Function Deployment Method to Tourism’s Industry Analysis

Tourism has become a leading modern service industry. Unfortunately, there are few studies focusing on consumers' perception and acceptance as well as the impact of service quality on tourism consulting. Besides, there has been no investigation of this industry service using two-dimensional gaps, along with importance and performance analysis along with quality function. This study applied the PZB service quality gap model to extend SERVQUAL to design a questionnaire. Through service quality gap analysis and IPA model presentation, it was found there are five projects in the fourth aspect, and priority should be given to the improving "travel planning", "agent's responsibility", "agent's executive ability", "unique style" and "professional travel host". In the hierarchical analysis, the weights of "agent's responsibility" and "unique style" were 0.34 and 0.3, respectively. In the quality house section, interviewers explored the correlation between quality technology execution projects and customers' needs, and obtained absolute weights. They found that "skill knowledge" and "creative idea" were above 4.0, while the "original knowledge" had the lowest absolute weight. Finally, this study provides implementation methods for assessing resource utilization and improving service quality, to enhance the competitiveness of tourism agent entrepreneurs.