Importance Of Service Quality Dimensions Research Articles

Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry

This study investigates the psychometric properties of the well-known SERVQUAL model in the Canadian banking industry. The study utilises the performance component of SERVQUAL in an empirical survey conducted among 193 Canadian bank customers. The results support the dimensionality, reliability, convergent reliability, discriminant validity and predictive validity of the scale in this service setting. Thus, SERVQUAL is a suitable instrument for assessing bank service in the Canadian context; bank managers can, therefore, confidently use this instrument to undertake continuous evaluation of their service quality. The results also show that responsiveness and empathy are the most important dimensions of overall service quality in the Canadian banking context. Findings show that the service provided by employees makes the largest contribution to bank customer satisfaction. In view of the study's finding, Canadian bank managers must recognise that frontline employees are crucially important in establishing and maintaining a competitive position for their institution.

Determining the relative importance of critical factors in delivering service quality of banks

PurposeThe purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re‐examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to measure the relative importance of each critical factor in closing up overall service quality gap of banks.Design/methodology/approachThe sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behavior. Part 2 contains 26 statements related to service quality dimensions based on past literatures. Finally, Part 3 contains the questions related to the socio‐demographic profiles of respondents.FindingsThe modified SERVQUAL model consists of four critical factors (dimensions) as detected by factor analysis. They are: tangibility, reliability, competence and convenience. The results reveal that there are significant differences between the respondents' expectation and their perceptions. Among the four dimensions tested, tangibility has the smallest gap whereas convenience has the largest gap. The application of dominance analysis indicates that competence and convenience together can help to reduce the SERVQUAL gap as much as 76 per cent. The banking sector needs to become more competent by being more responsive and fulfilling the assurance of the customers and providing the banking facilities more conveniently.Originality/valueThe paper shows that hardly any work has been conducted which applies the dominance analysis approach in SERVQUAL dimensions to determine the relative importance of the critical factors in closing the overall service quality gap. Measuring the relative importance of service quality dimensions consistently will provide insights to the banks as to what areas need to be emphasized in order to retain their customers and attract new ones. It provides the guidelines for the banks to develop proper strategies and react faster to the changes of customers' banking behavior.

Predictive Validity of Service Quality Dimensions in Commercial Banks

Banks service quality is commonly noticed as a critical pre requisite for satisfying and retaining valued customers. This paper extends a modified SERVQUALfor measuring service quality in Indian commercial banks. The construct of service quality consists of 28 variables belonging to the five dimensions of SERVQUAL. By the test of reliability and validity, the construct has only three dimensions namely Human Skills, Tangibles and Empathy. This paper also investigates the significant influence of the construct s dimensions on overall attitude towards banks. Even though, the overall attitude towards banks is highly influenced by all three dimensions, the human skills have more predictive validity. Apart from that, the impact made by tangibles and empathy on the overall attitude is different, but that difference is not statistically confirmed. This is supposed to help bank managers focus their attention on the most important service quality dimensions that matters most to customers.

Prioritizing service quality dimensions

PurposeThe study was undertaken with a purpose to investigate if any generalization in importance of service quality dimensions is possible. Service providers are often not sure of the amount of tangibilisation necessary and the right mix of other service quality dimensions – reliability, assurance, empathy, responsiveness, and the role of price‐added by researcher.Design/methodology/approachA two stage analysis was deployed. First free listing of important service quality concerns for 16 services across the four service types (as suggested by Lovelock) was done to see if any rank correlation was possible. This was followed by two‐step cluster analysis to reveal natural grouping (or clusters) within a data set for each service quality dimension that would otherwise not be apparent.FindingsGeneralization of quality dimensions was not possible among all types of services taken together, however important insights were available pertaining to each service type.Practical implicationsSome generalizations within the service types were possible for different services. Thus, service providers can consider these finding when designing service delivery.Originality/valueConsidering the two important dimensions – tangibility of service act and whether such an action is targeted at the customer or their possessions, the paper details what service quality issues are important for which service type.

Ethnicity and customer satisfaction in the financial services sector

PurposeThe purpose of this paper is to describe research carried out to determine whether South Florida's heterogeneous retail banking customers have differing perceptions of the importance of service quality dimensions; and to ascertain whether various ethnic groups report different levels of customer satisfaction with their retail banks.Design/methodology/approachThis study examines three distinct ethnic groups vis‐à‐vis the most significant dimensions of service quality causal to customer satisfaction with retail banking institutions. Because of the ethnic diversity of its residents, South Florida was chosen for this research.FindingsAs a group, 230 banking customers rated reliability and responsiveness as having the greatest impact on their satisfaction levels. Although no statistically significant differences were apparent in the overall levels of satisfaction among the groups, respondents from the three largest regional ethnic groups (African‐Americans, Latinos, and non‐Latino Caucasians) weighted the importance of several of ten service quality dimensions quite differently.Research limitations/implicationsIn general, the results of this study offer significant implications for retail banks seeking to improve customer satisfaction and striving for better retention rates, using customer‐oriented processes and training programs within an increasingly diverse marketplace.Originality/valueAlthough significant research has been done regarding issues and factors contributing to customer satisfaction in the banking industry, very little has been published regarding individual perceptions of the dimensions that contribute to customer satisfaction in ethnically diverse marketplaces.

An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry

PurposeThe purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting.Design/methodology/approachA mail survey was conducted at a major mobile communications company in mainland China. Instrument reliability and validity were examined. Exploratory and confirmatory factor analyses were conducted.FindingsThe adapted SERVQUAL instrument is a valid and valuable tool to measure service quality. Service convenience is an important additional dimension of service quality in China's mobile communications setting. The dimension of “empathy” may need revision.Research limitations/implicationsFuture research involves assessment of the service convenience dimension and examination of the relative importance of SERVQUAL dimensions in other settings.Practical implicationsSERVQUAL is a valid instrument to measure service quality in China's mobile communications setting. Providing convenience to customers also is critical for service quality improvement. Improvements to some SERVQUAL dimensions may be more beneficial than improvements to others.Originality/valueThis is a pioneer study of the SERVQUAL scale in China's mobile communications setting. This study provides useful insights and guidance for managers to measure and improve service quality.

The relationship between service quality and customer satisfaction: the example of CJCU library

The present paper, taking Chang Jung Christian University (CJCU) Library as an example, investigates the users' degree of importance and the performance provided by the library. This study explores overall user satisfaction as well. A questionnaire survey s conducted to reveal users' perspectives on service quality. Based on literature, servicequality has five dimensions, which are tangibles, responsiveness, reliability, assurance, and empathy. The results indicate that the overall service quality has a significantly positive effect on overall user satisfaction. Among these five dimensions except responsiveness, all of them have a significantly positive effect on overall user satisfaction. In addition, the top five important service quality features ranked by users are: collections, loaning and returning service, overall atmosphere, electronic database system, and online reservation and renewal. Furthermore, the perceived importance of service quality dimensions has no significant difference among institutes and status.

Determinants of Exhibition Service Quality as Perceived by Attendees

This study attempted to identify comprehensive determinants (or dimensions) of exhibition service quality as perceived by attendees. Dimensions of exhibition service quality were constructed and identified, which are relevant for attendees to accomplish their objectives in an exhibition. The empirical results produced six dimensions of exhibition service quality: booth management, contents, registration, access, booth layout and function, exhibition and booth attractiveness. Contents turned out to be the most important dimension of exhibition service quality. Attendees were most concerned with number of participating exhibitors; quality of products or service exhibited; and conferences, seminars and events organized at the exhibition. We also confirmed the positive impacts of service quality on overall satisfaction and behavioral intention.

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

PurposeTo evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.Design/methodology/approachUsing the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service for mission‐critical equipment. Assessment of construct equivalence across the two regions was then performed using item bias analysis. Following this, assessment of model equivalence across the two regions was conducted using both the Chow test of model equivalence and regression in structural equation modeling (SEM).FindingsResults suggest that service quality in this B2B domain is perceived to be remarkably the same in both the USA and Europe.Research limitations/implicationsFuture research could focus on repair services for other types of mission‐critical equipment, and another region of the world, such as Asia. Both of these steps would boost the generalizability of the study's findings.Practical implicationsThe practical implications of the study's results suggest not only the applicability of the SERVPERF framework across these two regions, but also standardization possibilities in repair service for mission‐critical equipment because of the homogeneity evident in these markets regarding service quality.Originality/valueThis study should be valuable reading for those interested in issues related to service quality, as well as international services. The paper provides new insight into the relative importance of service quality dimensions, as the “responsiveness” dimension was found to be more than twice as important as any other dimension – even the “reliability” dimension.

The market orientation-performance link: the role of service reliability

Delivering what is promised has been defined in the service quality literature as the dimension of reliability. It has also been identified as the single most important dimension of service quality. The 1990s have witnessed extensive work in the marketing literature on the construct of market orientation, which has been defined as the degree to which the marketing concept is implemented. There is also considerable evidence to support a link between market orientation and performance. If service reliability is salient to customers, and customer orientation is crucial in the application of the marketing concept, then it seems logical to assume a relationship between service reliability, market orientation and performance. Surely, the market-oriented firm devotes greater attention to service reliability, and being reliable pays off? Surprisingly, these links have not been demonstrated empirically. This article seeks to address that shortfall. Specifically, we consider the role of service reliability on the market orientation-performance relationship. We begin by discussing market orientation and performance, before reviewing relevant theory on service reliability and building a model describing the interaction among the constructs. Next, we describe an empirical study of service firms in the UK, wherein we investigate the effects of service reliability on the relationship between market orientation and performance. We conclude with a discussion of the results and consider their implications for theory and practice.

Service quality––developing a service quality index in the provision of commercial bus contracts

The measurement of service quality continues to be a challenging research theme and one of great practical importance to service providers and regulatory agencies. The key challenges begin with the identification of the set of potentially important dimensions of service quality perceived by passengers, current and potential. We then have to establish a way of measuring each attribute and identifying their relative importance in the overall calculation of satisfaction associated with existing service levels. Once a set of relevant attributes has been identified, this information can be integrated into programs such as monitoring and benchmarking, and even in contract specification. This paper, building on earlier research by the authors, investigates ways of quantifying service quality and comparing the levels within and between bus operators. The importance of establishing suitable market segments and the need to scale the service quality index for each operator to make meaningful comparisons is highlighted.

Quality in religious services

AbstractDespite intensive research into service quality, the Church appears to have been overlooked. Using a tailored measurement tool, this paper examines those aspects of the Church that respondents feel are important in their assessments of service quality.Results indicate that the three most important service quality dimensions are responsiveness, credibility and commitment. The more often that consumers visit church, the more demanding they are in terms of their importance ratings overall. Female churchgoers consider most of the service quality dimensions to be more important than do male customers, while other demographic factors have little or no impact on perceived service quality. Copyright © 2001 Henry Stewart Publications

Assessing the cross‐cultural applicability of a service quality measure A comparative study between Quebec and Peru

This research assesses the psychometric properties of a service quality measure applied internationally and investigates cross‐cultural differences in perceived service quality between North American and Latin American consumers. With this purpose in mind a cross‐cultural survey was conducted in which consumers evaluated the quality of supermarket services both in Quebec and in Peru. Four culture value orientations were expected to account for differences in perceived service quality: individualism, collectivism, monochronic time, and polychronic time. Confirmatory factor analysis provided support for convergent, discriminant, and nomological validities of the performance‐only items scale measuring service quality cross‐culturally. Multisample analysis using structural equation modeling showed evidence of partial invariance of the measurement model in the two samples. The relative importance of service quality dimensions was different. Responsiveness was the most important dimension for Quebecers while tangibles was the most important for Peruvians. Further research must be conducted in order to explore how cultural differences shape perceptions of service quality.

Consumer Perceptions and Expectations of Garden Center Product and Service Quality

Abstract We compared consumers' product and service quality perceptions and expectations from five traditional garden centers (TGC) and three non-traditional garden center outlets (NTO) in Charlotte, NC. Customers from both outlets had similar expectations of service and product quality. However, TGCs better met customer expectations with higher perceptions scores and smaller gap scores. Service quality gaps were the difference between customer perceptions and expectations. Gaps were identified for both outlets on four of five service quality dimensions and for the single product quality dimension. TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers but their importance was reversed for NTO customers. Both customer groups ranked tangibles as the least important service quality dimension and retailers did not have a gap on this dimension.

Consumer Perceptions and Expectations of Garden Center Quality

We compared service quality perceptions and expectations for consumers from five traditional garden centers (TGC) and three nontraditional garden center outlets (NTO) in Charlotte, N.C., in 1995. NTO and TGC customers had very similar expectations of service quality from their respective retailers. However, TGC customers perceived that their retailer better met their overall expectations. Service quality gaps, the difference between customer perceptions and expectations, were identified for both types of outlets for four of five service quality dimensions. Both TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers. This order was reversed for NTO customers. Both sets of customers ranked tangibles as the least important service quality dimension.

Solicitors and Customer Care

Quality of service in the legal profession is a vital ingredient in the retention of existing clients, the acquisition of new clients and the survival of the firm. In this study focus groups were used to identify factors important to solicitors' clients which were then incorporated into an adapted SERVQUAL type instrument. Four small firms of solicitors collaborated in the study, sending the questionnaires to recent clients. Adequate responses from three firms were received and analysed. The most important service quality dimension was found to be communication, followed by reliability and competence. Courtesy and Access appeared to be least important.

Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs

Abstract Earlier research that focused on selected commercial services suggested that from the user's perspective the concept of service quality consists of five main dimensions. The present study investigated the relative importance of these dimensions as perceived by participants in four selected public recreation programs. To ensure diversity in the type of programs included, a taxonomy was used to guide program selection. It was hypothesized that dimensions of service quality would not be of equal importance to participants in the selected recreation programs, and the hypothesis was supported. Reliability consistently emerged across programs as the most important dimension of service quality, and in three of the four programs empathy received the least support.

Service Quality Perceptions in The Banking Industry: Major Dimensions

This article aimed to expand the body of knowledge relating to the issues associated with customer-focused service quality and effective service delivery. A mail questionnaire inquired into the effectiveness of the marketing and operations functions of commercial banks in delivering loan products. This study revealed that substantial differences existed between bankers and customers groups in the perceived importance of service quality dimensions. Some suggestions and recommendations were provided to close the "gaps" and improve banking service quality.