SERVQUAL Model Research Articles

Research on Service Quality Improvement of Franchised End Logistics Outlets Based on SERVQUAL

Abstract: As an effective solution to the "last mile" problem of logistics transportation, express terminal network has shown a rapid development trend in recent years. The franchise production is a main operation mode of the end express outlets. By fully mobilizing the enthusiasm of the franchise outlets, the service scope of express enterprises is effectively expanded. However, the problems of loose management and uneven service quality are prevalent in this kind of franchise outlets, which makes the express terminal service become one of the bottlenecks restricting the healthy development of the industry. Based on this, this paper improved the SERVQUAL model combined with the actual situation of the end express outlets of the franchise system, and designed the questionnaire based on it, sorted out and analyzed the survey data by using factor analysis and entropy weight method, and finally found out the shortcomings in the service process of the end express outlets according to the results, and put forward targeted solutions.

Analisa Kepuasan Pelanggan Terhadap Pelayanan di Toko XX di Gunungsitoli

Customer satisfaction is an important indicator in evaluating business success. Toko XX in Gunungsitoli has the responsibility to ensure that customers are satisfied with their services. This study uses a quantitative method with a survey approach and the SERVQUAL model to measure customer satisfaction. A sample of 385 respondents was randomly selected. The results of the study show that customers are generally satisfied, with 60% giving a rating of 4 (satisfied) and 20% giving a rating of 5 (very satisfied). The dimensions of reliability and responsiveness have a significant impact on customer satisfaction, while the dimensions of tangibles and empathy need improvement. These findings provide insights for Toko XX to improve service quality and customer satisfaction

Comparative Analysis of Agritourism Service Quality for Domestic and Foreign Tourists in Kerala: A SERVQUAL Approach

Aims: The article aimed to measure the quality of services offered at the agritourism centre to ensure the operational effectiveness of centres as well as the tourist satisfaction. The study uses the SERVQUAL model, which assesses dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, to identify the strengths and weaknesses in service delivery in Kerala's agritourism sector. Understanding these differences is critical for tailoring experiences to meet the diverse expectations of both domestic and foreign visitors [1]. Objective: Analyse the Service Quality for Domestic and Foreign Tourists at Agritourism centres. Methodology: Primary survey was conducted among 150 domestic tourists and 150 foreign tourists who visited agritourism centres in Kerala using pre tested structured questionnaire. Results: The service quality analysis shows the highest satisfaction level of domestic tourists and lowest satisfaction level of foreign tourists towards the overall services provided at the agritourism center. The analysis revealed a lack of efficient signage boards, lack of trained guides and lack of accessibility features for disabled individuals at the agritourism destinations. Aside from these areas, the services demonstrated a higher level of performance. Neglecting these aspects will results in various negative outcomes, affecting tourists’ satisfaction and overall efficiency. Signage boards at agritourism destinations offer essential directions, enhance the overall visitor experience, and ensure both safety and accessibility. By focusing in clear, informative, and thoughtfully designed signs, agritourism destinations can boost visitor satisfaction, enhance their operations, and achieve success in a competitive market. The presence of trained guides will also enhance the tourists experience by ensuring safety, delivering valuable educational content, boost operational efficiency, provide personalized customer service, and support cultural and community engagement. Investing in well-trained guides enables agritourism destinations to improve the quality of their services, create memorable and rewarding experiences for visitors. Prioritizing the disability-friendly practices will play a key role in shaping a welcoming, inclusive, and successful industry that serves all individuals equitably. Conclusion: The study identified the quality gaps that experienced by the tourists at agritourism centres. Upholding high service quality in agritourism destinations is crucial for ensuring visitor satisfaction, gaining a competitive advantage, managing reputation, and maximizing both economic and community benefits [2]. Ultimately, high service quality will become the key driver of growth and prosperity for agritourism destinations.

Re-visiting the E-SERVQUAL and Expectancy Disconfirmation Theory in the Context of the Service Industry in Malaysia

The SERVQUAL model has been used for several years to illustrate the relationships between tangible, assurance, reliability, responsiveness, empathy, and customer satisfaction. This paper posits that the SERVQUAL model requires an extension to better explain the relationships between the factors that influence customer satisfaction. The main difference is that the revised SERVQUAL includes the dimensions that apply to the online service industry or e-commerce, thus the proposed e-SERVQUAL comprises fulfillment, efficiency, privacy, and system availability. In this paper, e-SERVQUAL pinpointed two underpinning theories which are e-SERVQUAL and Expectancy Disconfirmation Theory (EDT). This study delves into the foundation, expansion, and evolvement of both theories particularly in the online food delivery service industry in Malaysia. The main objective of this paper is to present the reviews of the literature on e-SERVQUAL and Expectancy Disconfirmation Theory on the relationship between the elements that influence e-customer satisfaction. The study contributes to developing and improving the model that defines service quality in a digital service context. Correspondingly, it emphasizes the robustness of the theories and further enriches the academic literature.

FITT-Q scale a new service quality model in fitness center

A study was conducted to test the measurement of Intern Fitness Center Service Quality involving 435 respondents to confirm the FITT-Q Scale (Fitness Industry Trust Tools-Quality Scale) model. The results of this study strengthened the FITT-Q Scale as an adequate measurement for fitness center service quality as it continued to demonstrate that service quality is a multidimensional construct. The alpha reliability coefficients and construct coefficients found in this study were relatively consistent with previous findings supporting the use of a simpler and less invasive version of fitness center service quality assessment.

Assessing the psychological pathways of esports events spectators: an application of service quality and its antecedents and consequences

ABSTRACT Research question This research develops and tests a comprehensive structural model to explain the psychological pathway behind esports spectator behaviours, linking perceived service quality to its antecedents (i.e. extrinsic motivation and intrinsic motivation) and consequences (i.e. satisfaction and revisit intention). Research methods Two rounds of data collection were completed for Phase One (N = 485) and Phase Two (N = 217). The measurement items were borrowed from a range of pre-existing scales of traditional sport or esports. Phase One was designed to assess the psychometric properties of the measurement model. Phase Two was purported to test the pathways among the constructs as hypothesised in the structural model. Results and findings In Phase One, the model fit indices showed good model fit, reliability and construct validity. In Phase Two, the SEM model fitness indices showed a marginally acceptable model fit. The path analysis supported 15 out of 19 hypotheses; no significant relationships were found between relatedness and intrinsic motivation, autonomy and extrinsic motivation, intrinsic motivation and physical environment, and intrinsic motivation and interaction. Overall, the structural model showed a moderate to substantial predictive power. Implications The study provides empirical evidence for the proposed relationships among the constructs and expands the realm of the current theories to the context of esports, especially the application of the self-determination theory and the new esports service quality model. It also provides a more comprehensive picture for esports practitioners to understand their spectators and balance their effort in managing elements which promote future attendance.

The Impact of Healthcare Service Quality on Patient Satisfaction at University Health Center

Patient satisfaction is a critical aspect of healthcare service quality that needs to be periodically evaluated and improved. Understanding various factors, including empathy, assurance, reliability, tangibility, and responsiveness, is necessary to enhance healthcare quality and improve patient satisfaction. This research aims to investigate the level of patient satisfaction and the relationship between patient satisfaction and service quality, using the five SERVQUAL model as a framework. A positivist approach was used to explore the relationship between variables. Data collection was carried out for two weeks using online questionnaires. For this research, 120 UiTM respondents were chosen using convenience sampling. Data was analyzed using SPSS version 29. The findings revealed a significant positive relationship between tangibility, responsiveness, and empathy with patient satisfaction. This study highlights the importance of regularly assessing patient satisfaction and identifying areas for improvement in healthcare service quality. University health centers can enhance patient satisfaction and provide better student healthcare services by focusing on tangibility, responsiveness, and empathy.

An Empirical Study on K-Pop Livecast Concerts in Cinema: The Next Best Experience to a Real Live Concert?

This study examines participants’ experiences of K-pop livecast concerts, a new phenomenon where audiences watch live-streamed online concerts together in cinemas. The study is in three stages—social media analysis, qualitative interview, and quantitative questionnaire survey—each generates knowledge on the experience in different dimensions. The first two stages lay the foundation for the final test of the service quality model, which illustrates the effect of service quality factors and artist attachment on satisfaction and repurchase intention. The results show that content quality, convenience, and physical interaction affect satisfaction, among which physical interaction has the strongest effect. Fandom is vital in determining repurchase intention regardless of satisfaction with the current livecast concert participation. This study predicts that livecast concerts will enjoy continuous popularity post-COVID-19 and provides practical insights into future strategies for operating and marketing livecast shows.

Determinants of E-Learning Acceptance in Indonesia Post-COVID-19 and Its Impact on Students’ Technopreneurship

Objective: This research aims to address the gaps in country-specific e-learning studies by examining the key factors influencing e-learning adoption in Indonesia. Grounded in a comprehensive literature review on flow theory, service quality, and technology acceptance models, the study develops a research model that includes four independent variables (instructor characteristics, teaching materials, content design, and enjoyment), two belief variables (perceived usefulness and perceived ease of use), and one dependent variable (intention to use e-learning). Method: Data were collected from 404 respondents, comprising students and lecturers at state Islamic universities in Indonesia, using convenience sampling. The study employed SEM-PLS for data analysis, validating the research instrument's reliability and validity. Results: The results offer insights into the managerial implications and suggest directions for future research in e-learning adoption. Its results confirm six hypotheses. Novelty: This study fills a gap in e-learning adoption research by focusing on Indonesia and integrating flow theory, service quality, and technology acceptance models. It highlights the roles of perceived playfulness, ease of use, and instructional content design in influencing e-learning adoption while challenging the expected impact of instructor characteristics. This research provides fresh insights into technology-driven learning in the context of developing countries.

Digital Wallet Adoption Through Service Quality in Rupandehi District of Nepal

Purpose: This research aims to investigate the dynamics of digital wallet usage in Rupandehi District considering service quality and accommodate the elements that influence digital wallet adoption. Methods: Data were obtained via a self-administered questionnaire using a convenience sampling method. Three hundred ninety seven bank customers, who use mobile banking services, were selected as sample. Smart PLS 4 was used to evaluate the model. The questionnaire addressed two components of the technological acceptance model namely perceived ease of use and perceived usefulness. Service quality model was used considering perceived risk and financial risk.Results: Perceived ease of use, perceived usefulness and service quality have positive and direct effects on the adoption of digital wallets. The study reveals the consequences for businesses and customers in Nepal’s changing digital environment through service quality and digital wallet usage.Conclusion: Investments and internet connectivity and mobile networks are keys to expanding digital wallet access. It is important to understand technology acceptance, service quality, and financial risk in digital wallet adoption.

Evaluating The Implementation of The Newa Concept To Sustain Hotel Occupancy at Sanctoo Suites & Villas

Purpose: This research examines implementing the NEWA concept to maintain occupancy at Sanctoo Suites & Villas. The hotel industry faces significant challenges sustaining occupancy levels due to fluctuating demand and intense competition, exacerbated by the COVID-19 pandemic. The research originates from the need to enhance occupancy rates, which are critical for the hotel's success. It addresses the problem of fluctuating occupancy rates and aims to develop effective improvement strategies. Research methods: This mixed-method research employs a qualitative approach supplemented by quantitative methods and the Servqual model, conducted over six months. Data collection methods include interviews, surveys, observations, document studies, and Focus Group Discussions (FGDs) involving executive management and hotel staff. Results and discussion: The research highlights a unique marketing concept aimed at delivering new extraordinary experiences while maintaining guest satisfaction. It underscores the importance of a comprehensive approach integrating high-quality service and innovative offerings to meet diverse guest needs. This strategy enhances the hotel’s market competitiveness and ensures long-term success. Key components of the implementation include personalized guest experiences, an efficient booking system, and a proactive marketing strategy emphasizing the NEWA (Nature et al. & Adventure) concept. Implication: The findings demonstrate that implementing NEWA can significantly benefit hotel occupancy, providing valuable insights for industry practitioners.

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

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

COMPARATIVE ANALYSIS OF SERVICE QUALITY IN PUBLIC SECTOR BANKS AND INDIA POST’S FINANCIAL SERVICES USING SERVQUAL MODEL

Financial services which often involve sensitive transaction such as savings, insurance, loans and investments need to be high in service quality to build trust and credibility among customer. In financial transactions customers need to feel secure that their investments are managed with care and expertise. Service quality of financial services plays a fundamental role to the functioning of modern economies. The present study compares the service quality of Public Banks and India Post Office Financial Services using the SERVQUAL model which assesses five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. The present study employs a cross-sectional survey approach with data collected from 200 respondents through a structured questionnaire. The findings of the study reveal significant differences in service quality perceptions between the public banks and India Post’s financial services. Public Banks are perceived to offer better tangibles and higher levels of empathy compared to India Post which indicates superior physical facilities and more personalized customer services by public banks. However no significant difference in reliability, responsiveness and assurance between the two service providers is found. The study finds a significant positive relationship between service quality dimensions and overall customer satisfaction which highlights the importance of tangibles and empathy dimension in enhancing customer satisfaction. The research intends to shed light on the differences in service quality of public banks and India post. The recommendations based on the study result will help both the service providers to understand customer priorities and enhance their satisfaction.

Current Advances in Patient-Perceived Quality Assessment Within Romanian Healthcare.

The global healthcare landscape is shifting toward patient-centered care, emphasizing the integration of patient feedback into service delivery. Romania, aligning with this trend, has implemented patient-perceived quality assessment tools to enhance healthcare services and better meet patient needs and expectations. This study aims to review comprehensively the implementation and impact of these tools in Romania, focusing on their role in improving healthcare quality. By examining key assessment instruments such as the Patient Satisfaction Questionnaire (PSQ), the Service Quality (SERVQUAL) model, and the Romanian Healthcare Quality Assessment Survey (RHQAS), the research seeks to understand how these tools have been used to identify areas for improvement and drive advancements in patient care. Employing a comprehensive review methodology, the study will conduct a thorough literature search to identify relevant studies, reports, and publications, analyzing the PSQ, SERVQUAL, and RHQAS in detail to understand their measurement domains, psychometric properties, and application within Romania. Additionally, qualitative data from interviews with healthcare providers and patients may be collected to offer further insights into the use and effectiveness of these tools. The study's findings are expected to provide valuable insights into the role of patient-perceived quality assessment tools in enhancing healthcare in Romania, identifying strengths, weaknesses, and opportunities for improvement. The results will highlight the effectiveness of combining international methodologies with localized adaptations to address the specific needs of the Romanian healthcare system, ultimately contributing to the ongoing efforts to improve patient satisfaction and health outcomes by informing the development and refinement of patient-centered care initiatives in Romania.

Factors Influencing Civil Servants' Perceptions of National Health Insurance Schemes: A Case Study of the Tanzania Industrial Research and Development Organization (TIRDO), Tanzania

In today’s world of modern and ever-changing competitive business environment, workers’ health is central to every organization. This study aimed to assess factors affecting civil servants perception towards national health insurance at Tanzania Industrial Research and Development Organization (TIRDO) in Tanzania with a sample of 50 respondents from five departments with a total population of 200 people. The study was guided by gap model of service quality as its theoretical framework. A descriptive design was employed using quantitative data collection methods including questionnaires. The study used simple random sampling and purposive sampling to select participants to give answers and explanations concerning the study. Data was analyzed quantitatively using the Statistical Package for Social Sciences (SPSS). The responses from both questionnaires was assessed and the tool evaluated for reliability and consistency of responses/answers, the number of participants lost in understanding the meaning of the questions was informed the quality of the testing tool. The findings revealed that factors such as waiting time before offered service, hospital visiting frequency, modality of admission, clients’ attitude towards the service providers, tangibility, reliability and responsiveness highly affected the perception of respondents towards health insurance schemes. It was recommended that civil servants should have an option to choose a health insurance scheme of their choice. There is also a need to establish permanent functional structures of insurance to constantly engage the scheme management, health care providers and subscribers in order to minimize the mistrust and improve uptake of service delivery. The study concluded that factors affecting perception of NHIF users should be worked upon to create good working environment for employees and their wellbeing in general as when they are healthy, then they become productive as they do not have to worry of health circumstances.

Exploring Journey Experiences of Disabled Passengers in Using Public Transport

This study aims to enhance the understanding of disabled passengers' experiences with public transport by addressing the challenges in measuring their satisfaction and service quality. The central problem is the difficulty in accurately assessing and improving the service quality for disabled passengers, given the diverse needs and barriers they face. Utilizing the SERVQUAL model, which focuses on Tangibility, Reliability, Responsiveness, Assurance, and Empathy, the study identifies and evaluates these key dimensions in the context of public transport services. Findings reveal both unique needs and commonalities among different disability groups: hearing-impaired passengers require visual signals and nonverbal communication, visually impaired passengers need clear auditory announcements and staff assistance, and physically disabled passengers require accessible infrastructure and supportive services. Commonalities include the appreciation for reliable train schedules, cleanliness, and the need for empathetic and responsive staff. Based on these insights, recommendations are provided to enhance service quality by improving physical accessibility features, enhancing communication methods, and providing targeted staff training. Implementing these recommendations will address specific needs and improve the overall satisfaction of disabled passengers, contributing to a more inclusive and effective public transport system. Future work should focus on integrating additional models and exploring other key variables to uncover further insights into service quality and passenger satisfaction. This approach will offer a more comprehensive understanding of how various factors interact and contribute to a more inclusive and effective public transport system.

Application of SERVQUAL Model to Gauge Relationship between Service Commitment, Trust, and Price Fairness to Customers Loyalty: Empirical Evidence of Telecommunication Users in Nepal

Background: The service sector, a significant contributor to global GDP, is increasingly focused on innovation, particularly in the telecom industry. Despite its importance, research on how service commitment, service trust, and price fairness affect customer loyalty within Nepal’s telecommunications sector remains limited. Objective: This study aims to investigate the impact of service commitment, service trust, and price fairness on customer loyalty in the mobile telecom sector in Kathmandu Valley. It seeks to apply the SERVQUAL model to assess how these factors influence customer retention and satisfaction. Method: An explanatory research design was employed using a quantitative approach. Data were collected through a structured questionnaire from 404 telecom users selected via purposive sampling. The analysis was conducted using structural equation modeling (SEM) with confirmatory factor analysis and path analysis, employing software tools such as KOBO Toolbox and AMOS to examine the relationships among variables. Result: The findings indicate that service commitment, service trust, and price fairness significantly impact customer loyalty. Service trust and price fairness were found to have a positive and significant effect on loyalty, with price fairness exhibiting a partial mediating role between service commitment and customer loyalty. The study also highlights that telecom firms’ ability to enhance customer satisfaction is closely linked to their service innovation and commitment. Conclusion: The research underscores the importance of service commitment, trust, and price fairness in fostering customer loyalty within Nepal’s telecom sector. Telecom service providers are encouraged to focus on these areas to improve service quality and customer retention. The study offers valuable insights for enhancing customer satisfaction and achieving long-term loyalty in the telecommunications industry. Paper Types: Research Paper Keywords: Telecommunication Service; Commitment; Service Trust; Price Fairness; Customer Loyalty; SERVQUAL model; Structure Equation Model. JEL Classification: D12, L86, L96, M31

Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines

This study aims to pinpoint the key factors influencing customer loyalty and trust within the airline industry. The study investigates the impact of service quality (assessed through the SERVQUAL model), pricing fairness, and perceived value on passengers' loyalty and trust in airlines. Additionally, the research delves into the mediating influences of passenger satisfaction and airline image in this domain. The data has been collected from the passengers who have lately used air transport to travel. The respondents included 400 passengers and were targeted using a purposive sampling technique. The findings reveal a significant positive correlation between service quality, price fairness, and perceived value, as well as passengers' loyalty and trust in airlines. Furthermore, we discovered that customer satisfaction and the airline's image played crucial roles as mediators, enhancing our understanding of the core mechanisms driving loyalty and trust formation among passengers.

Role of Point-of-Purchase on Consumers’ Perception of Coca-Cola Beverage in Nigeria

Consumers have needs, values, and preferences, which is important to them while making buying decisions. This preference determines the choice made by individuals when they see the product(s) or hear sounds that attract them to an environment in which they want to make a purchase decision. Having the opportunity to see product(s), does not only instigate a consumer to buy but reduce the uncertainties the customer experience while making buying decisions. The need to instigate consumers to buy a brand’s product among several competing brands makes brands provide point-of-purchase display tools to help push products to consumers through retail outlets whilst influencing consumers' buying decisions. Using the Servqual model and conditioning theory, this research work was carried out to examine the role of point-of-purchase display on consumers’ perception of brands. Survey research was conducted for this purpose. A total of two hundred valid responses were collected from respondents who are consumers of the Coca-Cola brand products. The data collected from questionnaires were analyzed using ordinal logistic regression on SPSS version 25. The research findings show that there is a significant positive relationship between the independent variable- point of purchase display (atmospherics, product display) and the dependent variable- perception (value, reputation). Hence, the study recommends that brands should always motivate retail outlets to keep their products on display and their display items in strategic places in the store to thrive in the competitive market. Lastly, because the atmospherics attract customers before the display in indoor settings, it is recommended that the atmosphere should create a remarkable experience for customers by leveraging on enticing the human sensory.

ANALISIS SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION MASKAPAI GARUDA INDONESIA PADA PENERBANGAN DOMESTIK RUTE JAKARTA-DENPASAR MENGGUNAKAN AIRLINE SERVICE QUALITY (AIRQUAL) MODEL

This research carries the title "Analysis Service Quality to Customer Satisfaction Garuda Indonesia Airlines uses domestic flights on the Jakarta-Denpasar route Airline Service Quality (Airqual) Model" This research aims to determine and explain the influence Airline Tangible (X1), Terminal Tangible (X2), Personal Quality (X3), Empathy (X4), Airline Image (X5) against Customer Satisfaction. This research uses the Explanatory Research method with quantitative methods. The data collection method in this research uses an e-questioner, with a sample size of 112 respondents determined using the Slovin formula. The data analysis techniques used are the Quantitative Descriptive Analysis method, Classic Assumption Test, Multiple Linear Regression, F Test, and t-test. The results of this research are airline service quality the model has a significant