Importance Of Service Quality Dimensions Research Articles

Assessing Customer Satisfaction in Automotive After-sales Service: A SERVQUAL Analysis

This study aims to determine the factors influencing customer satisfaction in automotive after-sales service at Honda Dealers in Yogyakarta using the SERVQUAL approach. The research specifically investigates the impact of the Tangibles, Reliability, Responsiveness, Assurance, and Empathy dimensions on customer satisfaction, with data collected from Honda dealer customers in the Special Region of Yogyakarta. A quantitative approach is employed, and data is gathered through online questionnaires distributed to 100 respondents via Google Forms. The collected data is analyzed using the PLS-SEM method with SmartPLS version 3.0 software. The findings support all the hypotheses and emphasize the importance of service quality dimensions in customer satisfaction. The study also suggests that regular training for service technicians is crucial for enhancing service speed and reliability.

The Impact of Digital Service Quality Dimensions on Customer Satisfaction and Customer Loyalty of Digital Banking in Sri Lanka

Digital banking is one of the major services introduced by the banking sector recently to improve the satisfaction level and the loyalty of the customers by providing more efficient and comfortable services. However, sufficient evidence is not available on whether the digital banking quality dimensions improve customer satisfaction and loyalty. Therefore, this study attempted to explore how digital banking service quality dimensions affect customer satisfaction and loyalty. The study was positivistic, and a deductive approach was deployed. Moreover, a multi-stage systematic random sampling technique was used as the sampling technique. The data were collected from the 300 customers who are using digital banking services (Sampath -Vishva digital banking service) in Sampath Bank, Galle Branch. Data were collected by conducting face-to- face interviews using a structured questionnaire and analyzed using SPSS software. Results revealed that digital banking quality factors such as tangibility, responsiveness, privacy, and system availability are the factors that most affected the satisfaction level of the customers who are using digital banking. Accordingly, it was concluded that customer satisfaction is needed to create customer loyalty. Moreover, it was concluded that digital quality dimension cannot directly impact on customer loyalty. Empirical evidence helped to understand the importance of service quality dimensions of digital banking. These findings will help policy makers and financial institutions to develop quality dimensions to improve customer satisfaction and to expand customer retention in the banking sector.

Impact of Technology on Service Quality in the Banking Industry: A Study of Bank Clients’ Perspectives

The purpose of this study was to examine the relationship between the impacts of technology on service quality in the banking industry to determine which TRM dimension can potentially have the strongest influence on service quality of the banking industry. Data were gathered using a survey instrument, which was distributed among bank clients. The data were statistically analyzed using structural equation modeling with SPSS. The findings show that reliability, efficiency, and ease of use; responsiveness and communication; and security and privacy. A total of 450 populations from which 400 respondents participated in this study. Knowing the relative importance of service quality dimensions can help the banking industry focus on what satisfies customers the most. The goal of the study was to measure the relationship between perceived ease of use, perceived usefulness of technology, and attitude towards technology, behavioral intentions, and service quality in the banking industry. There is a significant negative relationship between Service Quality in the Banking Industry and Attitude towards Technology There is a significant negative relationship between Service Quality in the Banking Industry and Attitude towards Technology.

Travellers’ perceptions about ride-hailing services in Lahore: An extension of the theory of planned behavior

The emergence of ride-hailing services has helped in providing on-demand and flexible mobility choices to the riders. In this research study, a questionnaire was designed based on the variables of the theory of planned behavior (TPB). This survey was conducted in Lahore city and a total of 531 samples were collected. The collected data were analyzed using structural equation modeling (SEM) methods. Results revealed that there is a significant change in model split after the emergence of ride-hailing services as many people have started using ride-hailing services. The reliability of the TPB variables was confirmed with Cronbach's alpha value i.e., more than 0.7 for all the variables of TPB. The attitudes, SN, and PBC are significant predictors of behavioral intentions. The PBC is directly and negatively correlated with behavior which depicts that the traveler's perceived difficulty has a negative influence on their behavioral outcomes. These significant results implicate that affordability, service flexibility, female safety and security, presence of relevant regulations, driver's attitude, and service temporal and spatial coverage are important dimensions of service quality for improvement. The safety and security aspects can be enhanced by regulating ride-hailing services through proper regulations and providing operational guidelines to the service providers.

Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers' Satisfaction and Loyalty during the COVID-19 Outbreak.

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.

Türkiyedeki yüksek hızlı tren sisteminde yolcu sadakatinin belirleyicileri

Satisfaction and loyalty of passengers is important for a public transportation system provider especially if a competition exists between service providers. The factors affecting passenger satisfaction and loyalty must be determined by managers, operators, and decision makers. In this study, 900 passengers using High Speed Rail System between two cities (Ankara and Eskişehir) in Turkey were asked to rate their perceptions about the service they get. Their ratings are analyzed in terms of effects of factors on satisfaction and loyalty. The factors taken into consideration are service quality dimensions (which have ten sub-criteria), trust, perceived value, involvement, image, satisfaction and loyalty. Structural equation modeling is used to examine the direct and indirect relationships between these factors. Image is found effective on almost all factors analyzed: Perceived value, Trust, Satisfaction, Involvement and Loyalty. According to results, two important dimensions of service quality among ten dimensions came forward as most effective on satisfaction: Reliability and Interaction quality of personnel, which is found effective also on trust, satisfaction and involvement. On loyalty, the effective factors are found as perceived value, involvement, satisfaction and image.

Employee Service Quality at Uzbekistani Halal Restaurants Amid the COVID-19 Pandemic

In this study, we examined the employee service dimensions which are associated with satisfaction and customers’ intention to revisit among Uzbekistani customers who visit halal restaurants in Korea. We also investigated the situational factor of the pandemic outbreak and the moderating role of the restaurant locations. A total of 264 respondents participated. The results revealed that behavior quality and appearance were important employee service quality dimensions for halal restaurants. However, interaction quality and expertise quality were not associated with satisfaction. The results may indicate that consumers did not prefer human interactions at the restaurants because of the risk of Coronavirus disease (COVID-19). The results affirmed that customers who positively evaluated their restaurant experience showed a higher intention to visit again. Finally, the findings showed a moderating effect of the location (the capital city vs. others). The customers visiting restaurants in the capital city were likely to be satisfied with employees wearing masks and wearing clean uniforms. These findings could enrich the literature on the multidimensional aspects of service encounters at Uzbekistani halal restaurants considering the tangible and intangible service qualities of employees during COVID-19.

Service quality and customer satisfaction as antecedents of financial sustainability of the water service providers

PurposeService quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated.Design/methodology/approachSERVQUAL questionnaire responses were collected from 635 household families, and the financial sustainability indicators of 56 water providers were gathered as well. Cronbach's alpha and factor analysis were conducted to measure the internal consistency and convergent validity. Path analysis was utilized to evaluate the causal diagram by examining the relationships among service quality, customer satisfaction and financial sustainability using the AMOS software package.FindingsThe results showed that the five dimensions of service quality explain 58% of the customer satisfaction variation. The responsiveness, empathy, assurance and reliability have significant impact on the customer satisfaction where p &lt; 0.05, while the tangible dimension has an insignificant effect. The results also revealed that customer satisfaction has a significant impact on the financial sustainability indicators of the water providers, where p = 0.000 for the debt collection ratio indicator, and p = 0.003 for the financial efficiency ratio indicator.Research limitations/implicationsThis research on financial sustainability is based on evidence about service quality and customer satisfaction in the Palestinian water sector. Future research on financial sustainability of the water sector may focus on the pricing mechanism and debt collection of water service.Practical implicationsThe findings suggest that water providers should recognize the importance of service quality dimensions, which strengthen the customer satisfaction, which, in turn, is a significant driver for their financial sustainability. It is, therefore, sound to draw action-oriented managerial implications from these results.Originality/valueThe study adds to the literature of water service sector and is based on empirical evidence from primary data of household families and secondary data of water service providers from developing countries. This paper also contributes toward the strengthening of sustainability of the water service sector in Palestine – a worthy humanitarian cause. The study provides evidence useful for policy makers toward carving out policies aimed at strengthening the financial sustainability of the water service sector.

PASSENGER PERCEPTIONS TOWARDS SERVICE QUALITY OF AIRLINES BASED IN SINGAPORE

This research focuses on understanding how passengers had perceived airline's flight services as well as how passengers had evaluated the importance of service quality dimensions of airlines based in Singapore, specifically understanding whether full-service network carriers or low-cost carriers had delivered better value-added service quality in terms of whether airfares were value for money, as well as identifying whether gender and age differences perceive differently towards service quality. Data was collected via a survey at Singapore's Changi Airport, targeting arriving passengers who had flown on Singapore-based airlines. The results revealed that full-service network carriers had delivered better value in flight services as compared to low-cost carriers. The results also highlighted that between genders, male passengers are more satisfied with airline's flight services as compared to females, while between age groups, significant differences were found in overall seat comfort. Moreover, Airline safety records and on-time departure and arrival followed by lavatories cleanliness and odourless were rated as the most important factors towards passengers.Keywords: Airfares, Service quality assessment, SERVQUAL, Singapore-based airlines, Value-added serviceJEL Classifications: L93, M30, M31DOI: https://doi.org/10.32479/irmm.9096

Advisory Service Support that Works

Modern information technology promises to improve service encounters through automated documentation or better decision traceability. At the same time, research suggests a negative impact of technology on human-to-human advisory services: including the possibility that computers might degrade the quality of interpersonal communication and reinforce unpleasant behaviors. Consequently, despite obvious improvements, information technology might have a negative impact on how the participants perceive the service. This might imply serious consequences for the service provider: dissatisfied clients, ineffective information exchange, and/or lack of transparency. This scenario slows down the diffusion of computers into advisory services in banks and insurance companies, and so designing systems for use in interpersonal services remains a challenge. This article provides evidence that LivePaper, a system designed alongside the material practices of a financial advisory encounter, helps to improve important service quality dimensions, making the services not only more pleasant for the participants, but also improving key marketing and business metrics of the service. In experimental advisory services, the sessions supported with LivePaper outperformed conventional services with regard to overall bank service quality and satisfaction, salesperson listening and interaction rating scores, as well as information transparency. This shows that a carefully designed system not only preserves the perceived quality of a service, but might improve it objectively, and has implications for the marketing and business value of the service.

Prioritizing Factors Affecting Health Service Quality using Integrated Fuzzy DEMATEL and ANP: A Case of Iran

Background:Quality of services is one of the important factors affecting the success of service organizations. However, due to limited resources, organizations should identify the most important dimensions of service quality and take some measures to improve them.Objective:To identify and prioritize the factors affecting service quality from the viewpoints of all health care stakeholders in the teaching hospitals and the headquarters affiliated to Shiraz University of Medical Sciences.Methods:This is an applied, cross-sectional and descriptive-analytical study conducted in the teaching hospitals and the headquarters affiliated to Shiraz University of Medical Sciences. The study population consisted of all health care stakeholders, including patients, patients' families and relatives, general population, health care policymakers and managers, and health service providers such as matrons and supervisors. Six people of each studied stakeholder group were selected as the study sample using a purposive sampling method (n=30). A pair-wise comparison matrix designed based on the SERVQUAL dimensions was used for making pair-wise comparisons and collecting the required data. The collected pair-wise comparison data were analyzed through Fuzzy DEMATEL and ANP techniques using Super Decision 2.2 and Excel 2007.Results:The results showed that Access (NW=0.39018) and Tangibility (NW=0.05873) had the highest and lowest priorities.Conclusion:According to the results of the present study and from the studied health care stakeholders' viewpoint, access to care was the most affecting and most important dimension to be improved. Therefore, in order to improve patients' access to the health care services, some suggestions can be made such as providing appropriate facilities for patients' families and relatives, offering special discounts to the poor, providing easier access to the emergency entrance, providing parking and accommodation for patients and their relatives, employing and using the appropriate number of staff, and delivering 24-hour and high-quality health care services.

Passenger Satisfaction with the Quality of Service Offered at the Bandaranaike International Airport (BIA)

Aim: Bandaranaike International Airport (BIA) is important in the development of the Sri Lankan economy. To remain competitive in the service sector it is essential to focus more on improving service quality as it directly creates greater customer satisfaction. In respect of international airports satisfied passengers often revisit a destination thus increasing micro and macro level income and profitability. Hence, satisfied and loyal passengers are an important factor in remaining competitive among international airports. Although there is ample research that explores service quality and passenger satisfaction with airports, research is sparse in regard to Sri Lanka. Hence, the aim of this study is to identify the most important service quality dimensions influencing passenger satisfaction at BIA and to examine the relationship between each SERVQUAL dimension on passenger satisfaction.&#x0D; Place and Duration of Study: Bandaranaike International Airport (BIA) between April to July 2019.&#x0D; Methodology: The sample for this study consisted of 150 passengers at BIA and a five-point Likert scale questionnaire was developed for this study based on the SERVQUAL model to analyse the impact of the five dimensions (reliability responsiveness, assurance, empathy and tangibility) of service quality at BIA. A quantitative approach was used and questionnaires were distributed by hand as well as by electronically using Facebook, Messenger, WhatsApp, Viber and Email. The data was analysed using SPSS Version 23.0.&#x0D; Results: The regression model confirmed that tangibility, assurance and empathy contributed to passenger satisfaction. The findings of this study could be used by passengers, researchers, service providers, civil aviation authorities and other decision makers for their decision-making purposes.

Merenje percepcije kvaliteta usluga u ruralnom turizmu Srbije primenom RURALQUAL skale

The aim of this research is to measure the perception of services quality in rural tourism in the Republic of Serbia using the RURALQUAL scale, and to determine its factor structure as well. The research was conducted during January and February 2020, using the questionnaire technique, on a sample of 298 respondents. The findings of the descriptive statistical analysis indicate a high assessment of the perception of service quality in rural tourism in the Republic of Serbia, while professionalism and basic advantages were singled out as the most important dimensions of service quality. The assessment of the perception of the actually provided service is the lowest for the tangibility dimension. The principal components analysis singled out three factors that explain 57.87% of the variance. The principal components analysis findings, after rotation produced a clear factor structure with relatively high loading and minimal item overlap, indicating factor independence. Factors are marked as: professionalism and basic benefits; tangibility and reservation; complementary benefits and environment. Therefore, measuring the perception of service quality through the RURALQUAL scale can help owners of rural tourist lodgings in obtaining feedback on the quality service provided, in order to implement an adequate strategy to improve the quality of services in rural tourism. Research limitations are presented and recommendations for future research are given.

The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China

As considered one of the most important sustainable transportation, the development of urban rail transit has been thriving over the last decade, especially in the densely populated cities. Using an accurate measurement tool to find out the shortage factors in the rail transit service is the vital prerequisite for improving the services, increasing ridership, and implementing the sustainable transport policy. The purpose of the study is to use structural equation model (SEM) to assess the important dimensions of service quality and customer satisfaction on rail transit passengers’ reuse intention. Data are collected from a questionnaire survey and an empirical study is conducted by using SEM to test the hypotheses, as well as the structural relationships among these factors. The results of the empirical study confirmed that service quality can be conceptualized as functional service quality, technical service quality, comfort and cleanness, and service planning and reliability. And it has positive effect on reuse intention by enhancing customer satisfaction, as customer satisfaction has intermediary effect on passengers’ repurchase intention. This study contributes to transport agencies for analyzing the relationship between service quality attributes and passengers’ reuse intention for improving the supplied service, increasing the ridership, and implementing the sustainable transport policy.

The Effect of the Quality of Services for Sports Facilities on the Intention to Use: Applying to Sports Facilities in the Arab Academy for Science, Technology and Maritime Transport—Egypt—Alexandria

This study aims at identifying the impact of the service quality dimensions in sports facilities on the intention to use. The researcher selected a set of dimensions to measure their impact on the intention to use sports facilities. These dimensions are the efficiency of the staff, the infrastructure of sports facilities, the reputation of the organization, the diversity of services, the perceived cost, destination location quality and the use of social media. In this study, the researcher uses a descriptive analytical approach. The population of the study was the users of the sports facilities at the Arab Academy in the summer of 2019, which includes sports teams, employees and students. The data was collected by distributing 384 questionnaires valid for measurement. The researcher also conducted a personal interview with Gernot Rohr, who used the sports academy facilities to participate in the 32nd African Nations Cup hosted by the Arab Republic of Egypt from 21st June to 19th July, 2019. The researcher used the statistical analysis program SPSS V20, and the following results were achieved: 1) There is a positive and statistically significant relationship at ≥0.05 between each of the following service quality dimensions: employee competence, infrastructure, reputation of the organization, website quality and use of social media. 2) The perceived cost has a little effect on intention to use and has no statistical significance. 3) The diversity of services is statistically significant at 0.05, but it has a negative relationship on the intention to use. 4) The most important service quality dimensions for sports facilities were, respectively: 1) the reputation and image of the sports academy by 33%; 2) the sports infrastructure by approximately 29%; 3) the efficiency of employees by 19%; 4) the use of social media by 17%; 5) the perceived cost of about 8.5%; 6) the quality of the site as a destination; 7) tourism by 7%; and 8) the diversity of services with an inverse relationship by—14%.

Exploring Service Quality of Low Cost Airlines

Service quality is identified as a crucial factor in differentiating service and gaining competitive advantage in the service industry. This study seeks to understand the significant attributes of low-cost airlines' (LCAs) service quality through measuring the differences between passengers' expectations and perceptions. Using a modified SERVQUAL questionnaire, differences between passengers' expectations and perceptions regarding LCAs' service quality appeared to exist. It was also found that the responsiveness dimension is the most important dimension of LCAs' service quality. Attitudes toward baggage-overweight fees was considered very significant as it received the largest gap in the passengers' relative expectations and perceptions.

Tackling service quality in the telecommunication B2B market

PurposeThis study will attempt to focus on how vendors serve operators, as operator service quality starts with vendor’s technology infrastructure and service quality. The purpose of this study is to exhibit the most important vendor service quality items and dimensions for the operators in the telecommunications industry.Design/methodology/approachA total of 268 employees from various age groups, cities, job levels and departments participated in the survey.FindingsExpected service quality results indicated that operators need high service quality. When telecommunication needs of subscribers are taken into account, it is normal for operators to expect high service quality from vendors. Results also reveal that being dependable and providing continuous support are critical for the telecommunications industry. Perceived service quality results demonstrate that customer expectations failed to be satisfied. In this study conducted in the telecommunications market, the expectations of operator employees regarding vendors is shaped under two dimensions. These dimensions are employee and service center features and provider timeliness and accuracy. When Topsis method was used to determine the most important vendor characteristics, timeliness and trust were identified as the top two criteria.Originality/valueTo the best of the authors’ knowledge, this study is the first to put forth the most important vendor service quality items and dimensions for the operators in the telecommunications industry.

Managing Service Quality: A Differentiating Factor for Business Firm

Todays world economy is becoming more of service oriented. This situation can be attributed to the increased importance and significance being witnessed in the service industry by both the developed and the developing economies of the world. In fact, growth in the service sector is often used as an indicator to measure a countrys economic growth. The service industry has since become the main stay of the economy of many nations. The service industry offers services to customers. These customers often expect value for their money. Customer satisfaction is of equal importance in the service industry just like in the product related business. Three forces dominate the prevailing marketing environment in the service sector increasing competition from private players, changing and improving technologies and continuous shifts in the regulatory environment, which has led to the growing customer sophistication. Customers have become more and more aware of their requirements and demand higher standards of services. Their perceptions and expectations are continually evolving, making it difficult for the service providers to measure and manage services effectively. The key lies in improving the service selectively, paying attention to more critical service attributes/dimensions as a part of customer service management. It is an imperative to understand how sensitive the customers are to various service attributes or dimensions. Allocating resources in the fashion that is consistent with customer priorities can enhance the effectiveness in the service operations. In addition, customer service attribute priorities need to be fully explored in service specific contexts. This paper is an attempt to explore relative importance of service quality dimensions across a select service context.

The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model

This study applied a service performance (SERVPERF) model to measure service quality and used a quantitative method for testing four research hypotheses. This research aims to examine the impacts of foreign flight attendants’ service quality on behavioral intention toward their home country. As a result, the service touch of foreign flight attendants was influenced by curiosity, image, and behavioral intention toward their home country. Thus, this is an important finding that flight attendants conduct a crucial role not only for the airline but also for tourism in their home country. And empathy was found to be the most important dimension of service quality when a flight attendant offered a service to foreigners. This dimension was related to individual attention and communication skills. However, the limitation of this study is that the respondents were passengers of only one nationality; further research should, therefore, include a more diverse range of nationalities.

Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective

ABSTRACTThis article aims to examine the impact of five different dimensions of service quality on student satisfaction in international programs of higher educational institutions. Data were collected from 398 students who have experienced services provided by the faculties and staff in international programs of higher education institutions in Thailand. The model examination result was statistically acceptable in terms of reliability and validity. The strongest dimension of service quality that affects student satisfaction is responsiveness, followed by empathy and facility, accordingly. This research highlights important dimensions of service quality that, if improved in higher education institutions, would enhance student satisfaction.