Modified SERVQUAL Model Research Articles

Customer Satisfaction towards Online Shopping with reference to Ujjain City

A fundamental understanding of factors causing customer satisfaction in online shopping has gained greater prominence with companies replacing their traditional retail outlets with the online interface. Online retailing helps retailers to serve their customers quickly and more efficiently by delivering superior customer value. It is in this regard a fundamental understanding of factors causing customer satisfaction in online shopping has attained greater prominence. The paper aims to apply the modified SERVQUAL model in the context of online shopping to describe how customers perceive online shopping quality. This empirical study mainly focuses on examining the major factors influencing online customer satisfaction. A survey research questionnaire of 24 items has been applied and the data of 200 respondents were collected from customers using online shopping service in Ujain city. A convenient sampling technique was used for selecting the respondents. Statistical tools such as factor analysis cross tabulation and frequency tables were applied to interpret the data. To achieve the objective reliability test was conducted. The reliability analysis shows that all dimensions are reliable. First, the study identified Ease of use, service reliability, responsiveness, assurance, and security are the major determinants of customer satisfaction with reference to online Shopping. The study primarily focuses on exploring the factors that influence online customer’s satisfaction. The study not also helps in assessing the significance of these factors in the context of online shopping but also provides an insight for retailers on the factors affecting customer satisfaction. Keywords – prominence, Online retailing, convenient sampling technique, reliability analysis, assessing.

Service Quality Dimensions and Student Satisfaction during the Covid-19 Pandemic among Selected Higher Education Institutions in Manila, Philippines

Many private schools are greatly affected by the impact of the COVID-19 pandemic and as a result, many HEIs decided to shut down their school operations such as College of Holy Spirit Manila, Colegio de San Lorenzo, and Kalayaan College. Low student retention is the main reason for its permanent closure and based on the previous study, student satisfaction with service quality can increase customer loyalty for continuous patronage. The study assesses student satisfaction in the SQD using the Modified SERVQUAL Model among the selected HEIs in Manila, Philippines during the COVID-19 pandemic. The main objective of the study is to provide updated data information regarding student satisfaction to help both participating and non-participating schools continuously improve the service quality for students. The 366 survey respondents and 12 interview participants are 3rd years and 4th-year undergraduate students from the selected private HEIs in Manila, Philippines. The research design is descriptive research and used the mixed method technique to assess student satisfaction in the service quality dimensions for both academic and non-academic services. The homogeneous purposive sampling technique is used to select and recruit participants with shared characteristics such as the same year levels which are the 3rd year and 4th year undergraduate students who have more knowledge, experience, and exposure to the services of the university for both academic and non-academic services. Kruskal Wallis test and Mann Whitney are used for statistical data analysis and hypothesis testing. In the quantitative part of the study, the empathy dimension is the lowest SQD among selected HEIs in Manila. Therefore, it is recommended that university administrators establish a TQM service culture with an emphasis on genuine connection. In the thematic analysis, the reliability dimension with academic teaching ineffectiveness got the highest frequency among negative sub-themes. Therefore, it is recommended for academic heads to reconduct a faculty development program with an emphasis on advanced teaching effectiveness. Keywords: Service Quality Dimensions, Student Satisfaction, Higher Education Institutions, Mixed Methods, Philippines

Analysis of Exhibition Service Quality Dimensions: a Case in Indonesia

Exhibition management is a complex process which is why it is important to understand the elements of the exhibition that attract potential visitors and exhibitors to create a successful exhibition where there are many visitors and exhibitors. There are many factors, e.g., venue facilities, contractors, ease of access, and recreation around the location that plays an important role that form the basis of a successful exhibition. However, there is no consensus among researchers on this issue. Previous research has different arguments as to which factors are more important, although most agree that overall satisfaction with the quality of exhibition services relates to visitor satisfaction. Visitor satisfaction is hypothetically closely related to the dimensions of SERVQUAL and therefore, this study aims to identify components of service quality extracted from previous research that have a significant influence on the quality of exhibitions and therefore increase the source of revenue for exhibition companies. The unit of analysis in this research are organizer companies and their customers. SPSS software used to analyze data and analyze confirmatory factor analysis using SMART-PLS produces a modified SERVQUAL model which shows that non-tangible has the strongest influence on service quality, followed by cluster effect, other and tangible dimensions. Keywords: service quality, exhibition, servqual, purchase intention, management

The Effect of Service Quality on Customer Satisfaction towards ADSL Broadband Internet Service Provided by Ethiotelecom with Reference to Small and Medium Enterprise (SME) Subscribers in Hawassa City, Ethiopia

Customer service becomes the most imperative aspect of business accomplishment in most industries. However, the study of customer satisfaction never ends due to the reason of dynamic behavior of searching their satisfaction, and service quality can deliver a good measurement means to predict their satisfaction. Thus, the aim of this research was to examine the effect of service quality on customer satisfaction towards ADSL broadband internet service provided by Ethiotelecom with reference to SME subscribers in Hawassa City. To this end, modified SERVQUAL model has applied with additional important variable, Network quality. The study has conducted with a questionnaire survey method under descriptive and explanatory research design. To select representative sample, the probability sampling techniques, stratified sampling was applied. Altogether out of the 322 distributed questionnaire, 320 (99%) were used for analyzing the study. For the analysis, both descriptive and inferential statistics were employed with the help of Statistical Package for Social Sciences (SPSS) Version 24. Majorly, multiple linear regression models were applied to estimate the effect of each SERVQUAL dimension on customers’ satisfaction. The overall finding revealed that all factors had positive and statistically significant effect on customer satisfaction towards ADSL broadband internet services. Even though it has high effect in overall view, network quality is the most influential factor which can influence the overall satisfaction of the customers. This is evident to say that SME customers are demanding more improvements on the network quality aspects of broadband internet service than the other service quality dimensions. The finding also shows that the majority of respondents (63.4%) are dissatisfied. Thus, Ethiotelecom should work hard to improve its customer’s satisfaction. And the researcher expects that the findings of this research would be useful for Ethiotelecom in formulating appropriate strategies and addressing the area of attention for the network improvement and expansion of broadband internet service in the whole country. Keywords: service quality, customer satisfaction, SERVQUAL, ADSL broad band internet service, network quality DOI: 10.7176/JMCR/88-01 Publication date: January 31 st 2023

A study of service quality in Indian public sector banks using modified SERVQUAL model

A study of service quality in Indian public sector banks using modified SERVQUAL model

Service Quality in Shipping Industry of Ghana – Determinants and Impact on Customer Satisfaction and Customer Retention

Customer retention and satisfaction are the most important objectives and indicators of a company's success in today's world, and monitoring them is one of the most important management jobs. The modified SERVQUAL model was used to examine service quality and its impact on customer satisfaction and retention in the Ghanaian shipping industry. The study used a quantitative research approach and a non-probability sampling method. The demographic data was evaluated using frequencies and percentages, while the measurement and structural model were evaluated using Partial Least Square in Smart PLS 3.2.9. Assurance and responsiveness both have a detrimental influence on customer satisfaction. Customer satisfaction has also been demonstrated to influence customer retention. Empathy, reliability, and tangibility were shown to have a beneficial impact on customer satisfaction. Customer satisfaction was unaffected by the delivery service's quality or the personnel's competence. The study adds to the body of knowledge on customer service quality, as well as customer satisfaction (CS) and customer retention (CR). Examining the many parts of the SERVQUAL model and their impact on CS and CR is critical for the establishment of an effective organization, especially in the shipping sector, as this study illustrates the main variables.

THE APPLICATION OF THE CUSTOMIZED SERVQUAL MODEL FOR CAREER GUIDANCE TRAINING: INDUSTRY 4.0 CHALLENGES

The importance of vocational guidance is growing, and the focus on modern tools enabling the development of competences such as flexibility, the ability to identify trends shaping the labour market and considering different scenarios of its development seem to be indispensable to survive in the world of work. The goal of the paper is to demonstrate a methodology and the outcomes of a research focused on the difference between the ideal characteristics and impressions of completed education by career counsellors in Poland. The research methods used are: the literature review, bibliometric analysis and the analysis and logical construction method. To diagnose the educational offerings the authors applied a modified SERVQUAL model. The observed gaps demonstrate the presence of significant discrepancies between the evaluation of the completed courses and the expectations of the respondents. Therefore, the expectations of those who took part in the survey about the quality of education in the field of vocational guidance are not fulfilled. The results of the analysis allow also to conclude that curricula only take little account of trend and scenario analysis tools specific to Industry 4.0; and this demonstrates a major challenge for including this curriculum content in the area of vocational guidance.

An analysis of customer satisfaction on employee professionalism: a comparison between Islamic and conventional banks in Malaysia

PurposeThis paper aims to make a comparative analysis about the level of customer satisfaction on employee professionalism between Islamic and conventional banks in Malaysia. It also explores the important factors that attract customers to banks and identifies the strategies to improve customer satisfaction on employee professionalism.Design/methodology/approachThis study uses a quantitative approach, where questionnaires are distributed to a total of 312 respondents.FindingsThe results show that customers are more satisfied with the conventional banks’ employees in terms of their reliability, responsiveness, assurance and empathy, except for tangibility, where they are more satisfied with the Islamic banks’ employees. It is also found that customers who have been engaging with the bank for more than one year consider each dimension of employee professionalism as important in ensuring their satisfaction with the bank.Research limitations/implicationsThis study is conducted in Malaysia and the respondents of this study are limited to 312 respondents only.Originality/valueThis study provides some insights on the area of service quality and customer satisfaction from a developing country’s environment (Malaysia) using the modified SERVQUAL model to perceive professionalism. This paper also explores a more specific area by highlighting the significance of service quality towards customer satisfaction from the perspective of gender, religion and respondents’ period of being a customer to the bank.

Bank service quality: perception of customers in the Greater Accra Region of Ghana in the post banking sector reforms era

PurposeIn the wake of fierce competition that has ensued among banks to get a share of the depositors' funds after the banking sector reforms in 2017, this study attempts to investigate bank service quality and its influence on customer satisfaction and customer loyalty in the Greater Accra Region of Ghana.Design/methodology/approachUsing a sample of 753 respondents (bank customers), the study employs the structural equation modelling (SEM) using Smart-PLS to test the nature of relationships between service quality, customer satisfaction and customer loyalty using the SERVQUAL model.FindingsThe findings show that, with the exception of assurance, the remaining four antecedents of service quality, namely reliability, responsiveness, empathy and tangibility had significant positive influence on customer satisfaction. The results also show a significant positive influence of customer satisfaction on customer loyalty, implying that more satisfied customers in Ghana tend to become more loyal to their banks.Practical implicationsFor policy purposes, the authors recommend that banks should invest in improving service quality to drive customer satisfaction, loyalty and ultimately firm performance. The satisfied customer is a reliable source of bank viability and survival.Originality/valueTo the best of the knowledge of the authors, this is the first time a study on bank service quality has been done involving the management of banks in Ghana. This ensures the reliability of results. The findings of this study enhance knowledge of the positive relationship between service quality, customer satisfaction and loyalty using a modified SERVQUAL model.

Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service

Providing great quality service is essential for a sustainable competitive advantage in today’s aggressive business environment. Organization’s success could positively influence by customer satisfaction. This study tried to examine the relationship between service quality elements towards customer satisfaction. Modified SERVQUAL model by Parasuraman et al. has been used to measure the four service quality dimensions. Data collection in this research was used quantitative method. Self-administered questionnaire focusses on customers of Pos Malaysia in Kuala Terengganu. Convenience sample of 322 Pos Malaysia customers were collected. Pearson correlation analysis reveals that all four service quality elements were positively associated with customer satisfaction with moderate correlation. Responsiveness and reliability were discovered to influenced customer satisfaction most compared to other elements. Therefore, this finding suggests that service industries particularly postal services should cultivate the key service quality elements thoroughly in order to enhance customers’ satisfaction without overlooking the remaining dimension.

Measuring Clients’ Attitudes About Banking Services Quality Using the SERVQUAL Model

Abstract The economic crisis and the emergence of an increasing number of competitors in the banking sector have led to the need for banks to better understand their clients and to work more closely together with them. The basis of survival and profitable business of banks is the achievement of high quality offer that is the asset for developing long-term relationships. The aim of the paper is to determine the effects of the banking services quality dimensions on satisfaction and loyalty of clients using modified SERVQUAL model. The main research question is to examine which dimensions of banking services quality have an effect on the satisfaction and loyalty of clients, what is the nature and the intensity of this impact. For the purpose of measuring clients’ attitudes regarding banking services quality, the survey method, questionnaire technique was applied. The questionnaire was distributed to clients of banks operating in the territory of Kragujevac, Central Serbia, in the period from September to October, 2018. Simple random sample technique for sampling was applied. The analysis was conducted by processing the primary data in statistical software SPSS where several statistical analyses were conducted. Based on multiple regression analysis, it came to the result that the strongest influence on clients’ satisfaction has variable empathy and the weakest variable tangibility, while variable reliability has no influence. On the other hand, clients’ loyalty is most strongly influenced by variable responsiveness while the weakest influence, as well as on satisfaction, has variable tangibility. The paper points to the significance of improving banking services quality in order to achieve higher level of satisfaction and long-term clients’ loyalty, which is particularly important when it comes to dimensions that have weak or no influence on the observed aspects of consumer behaviour.

Service quality of public road passenger transport in Thailand

The service quality of public road passenger transport in Thailand was investigated. The research applied a modified SERVQUAL approach to evaluate service quality. The modified SERVQUAL model consisted of five dimensions-1) tangibility, 2) reliability, 3) responsiveness, 4) assurance, and 5) access-using 17 attribute that expressed expectations and perceptions of service quality. This research used a questionnaire to acquire 2,729 usable samples by stratified sampling from 16large provinces in six regions in Thailand. The results showed the biggest gap was the assurance dimension followed by the access and tangibility dimensions, respectively; at the .01 significance level, while tangibility was the most influential dimension affecting perceived service quality followed by the assurance and reliability dimensions, respectively at the .01 significance level. The results indicated that perceived service quality for passengers in both the Bangkok metropolitan area and the East region had the same level of poor perceived service quality that definitely required improvement. The study indicated that the on-board security attribute contributed to the service quality of passenger transport followed by staff courtesy and knowledge, and bus driver's' ability; respectively. Finally; the results could be used to identify the key attribute in each region that should be improved with respect to the modified SERVQUAL model in Thailand.

A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL

Organizing scientific conferences requires the execution of a series of activities which aim to ensure quality in terms of published papers, completed reviews, information forwarded to participants on time, to putting together an exceptional event as a whole. Essentially, this is far from an easy task and requires the participation of a large number of people who will carry out organizational obligations daily, and often all day long. The quality, or rather satisfaction of the conference participants can be viewed through five aspects: Reliability, Responsiveness, Assurance, Empathy, and Tangibility–dimensions that comprise the SERVQUAL model. In this paper, a new hybrid model that uses the advantages of rough set theory, multi-criteria decision making, and quality assessment models has been developed. The proposed model uses the Rough BWM (Best–Worst Method) in order to determine the significance of five aspects, while the modified SERVQUAL model, based on 28 items, is used to determine expectations and observations. The model was applied for the evaluation of quality of the New Horizons Conference held on November 17–18, 2017, in Doboj. The conference was attended by authors from all six continents, representing a total of 58 different institutions. Therefore, it was necessary to fulfill the wishes and demands of numerous authors, which naturally differ due to the different geographical areas from which they hail. The total sample, on the basis of which the quality of the scientific conference was assessed, includes 104 authors who completed the questionnaire. A total of six hypotheses were set up, which were then tested using the Signum test.

The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

Expectation-Perception Evaluation of Theme Park Service Quality in Zhengzhou Fantawild, China

Theme park tourism is among the fastest-growing trends in the Asia-Pacific region, and specifically in China. Apart from physical attractions, service quality plays a pivotal role in affecting the performance of and visitor satisfaction with theme parks. Theme park service quality, therefore, still requires theoretical knowledge from the field of service and tourism marketing. An investigation of service quality combining SERVQUAL investigation and the expectation disconfirmation theory is key in advancing understanding of theme park tourism in China. This paper aims to understand the level of service quality in Zhengzhou Fantawild, which is one of the most popular theme park brands in China, using a modified SERVQUAL model and its expectation-perception gap. Secondly, the study identified key service quality determinants of visitors' overall satisfaction, and lastly evaluated the service quality of the park. Through an empirical study of visitors (n=192) to Zhengzhou Fantawild, this research reveals that expectation-perception gap appear in all service dimensions. Results confirmed that the service quality of the park does not meet visitor'expectations, especially in terms of reliability. Although results may reflect a publicized high standard of service reliability, such exaggerated expectations might have partly caused the undesirable large experiential gap held by visitors. Tangible quality, reliability, and staff responsibility all play a part to determine visitors' satisfaction with service quality. Thirdly, an expectation-perception analysis mapping of service quality indicates that reliability, assurance, and responsiveness are of service strengths that contribute positively to visitors' experiences. The dimension of empathy is a weakness with low levels of both expectation and perception. Compared with other relevant studies in Hong Kong and in Europe, this study provides a representative case study of one of China's large-scale theme parks, and suggests a divergent configuration of theme park service quality across territories. The study suggests the need for understanding regional and global characterization of service attributes across markets of visitors for long-term theme park development, which indeed matches the hierarchical assessment of service quality in different industries of the tourism sector. Subscribe to JPRA

Investigating the Role of QMS implementation on customers’ satisfaction: A Case Study of SMEs

Quality Management System (QMS) is expressed as the systematic set of operational procedures, policies and objectives which are documented, maintained and controlled by the company to achieve its quality objectives and continuous improvement in the overall system of the organization. This study aims to explore the role of QMS implementation in improving customers’ satisfaction. The perception of the customers about the products manufactured by the organization with and without ISO 9001 have been explored. A modified SERVQUAL model has been used covering six major dimensions entitled: (i) tangibles, (ii) reliability, (iii) responsiveness, (iv) assurance, (v) empathy, and (vi) price & sales to analyze the impact of customers’ satisfaction. A comprehensive structured questionnaire was used for the survey with 24 individual customers and 11 small and medium sized enterprises (SMEs). The results showed that there is a significant impact of QMS implementation and ISO certification on customers’ satisfaction. The customers easily rely on an SME if it has implemented QMS successfully and practicing effectively.

Hubungan Antara Orientasi pada Kepuasan Konsumen dan Sistem Pemasaran Berbasis Syariah pada Usaha Kecil dan Menengah (UKM) di Banda Aceh

Abstract: This study aims to investigate the relationship between customers’ satisfaction orientation towards implementing Islamic marketing in Small and Medium Enterprises (SME) through examining the dimensions of service quality and Islamic marketing. In order to achieve the study objectives, questionnaires were designed and distributed over 185 samples of SME entrepreneurs in Banda Aceh. The questionnaires were collected and analyzed by using the modified SERVQUAL model and analyzed with Cronbach Alpha and multiple regression analysis. The study concluded that service quality represented by tangibility, responsiveness, assurance, and empathy were positively related towards Islamic marketing, with the exception of reliability variable that did not have any effect on Islamic marketing. The results of this study will be useful for policy-making by authorities in Indonesia that are responsible for the development of SME sector, especially the Islamic marketing system. Future research is needed to study further on the readiness of the customers for a full-fledged of Islamic marketing implementation.

ANALYSIS OF THE RELATIONSHIP BETWEEN QUALITY IN THE SERVICE AND THE PROFILE OF THE CLIENTS OF THE MICRO-BUSINESS OF DZITYÁ, YUCATÁN

The micro-business in the Dzityá which is a suburb of Mérida, Yucatán, compete at a disadvantage against the big companies, being the quality in the service of the few competitive advantages that the owners can develop because they can establish close relationships with their customers given to the nature of these business. The objective of this research is to analyze the relationship that exists between the quality of the service and the client profile of the microbusiness of the Dzityá, Yucatán that do not belong to the artisanal branch. This is a research with a quantitative approach with a descriptive scope and a non-experimental cross-sectional design, the study population was 12 285 clients with a non-probabilistic sample of 373 clients out of a total of 12 micro-business from the Dzitya. For this study we used the modified SERVQUAL model, which allows us to assess the expectations and perceptions of clients in five dimensions such as: Tanglibes, Reliability, Responsivenesses, Assurance, Empathy. The model showed a general rating of -0.408 which means that customers expect more than they receive and by dimension the following qualifications were obtained: Tangibles (-0.680), Reliability (-0.433), Responsivenesses (-0.294), Assurance (-0.369) and Empathy (-0.265), which being negative represent that the micro-businesses studied are not able to fulfill the minimum attention that customers expect from them, so they do not feel satisfied with the service received. Regarding the profile of the owner, it was found that most of them are women (67%), between 34 and 41 years of age, with a minimum level of secondary education, in the case of clients, the majority are men (53%), in one Age between 18 and 41 years, most are employed in some company (64.9%), have secondary education (49%).

Relationship between Service Quality, Customer Loyalty and Customer Satisfaction

This study examined the influence of service quality on customer loyalty, and aimed to determine if this relationship was mediated by customer satisfaction. Data were gathered from customers of eight banks in Pakistan through an adapted self-administered questionnaire. Respondents were selected using convenience sampling. The distributed questionnaire was based on a modified SERVQUAL model.479 complete survey responses were returned out of a total of 700 distributed. The completed questionnaires were examined through descriptive statistics, regression analysis, and PROCESS technique (Hayes2013). Results revealed a significant effect of service quality on customer loyalty. Customer satisfaction was found to have a significant mediating effect on the relationship between service quality and customer loyalty. The outcomes of our study could be useful for policy-making in bank management, and future banking expansion. There is additional generalized benefit to having insight into customers’ thinking regarding the banking sector.

Developing a Service Quality Model for Private Higher Education Institutions in Lebanon

Objective - The objective of this study is to identify and implement the most suitable and prominent dimensions for service quality, which is key for the development of a successful model. Within a competitive academic environment, Lebanese higher education institutions are forced to develop their own dimensions of service quality and offer higher quality services than their competitors. Therefore, identifying the key dimensions of service quality in the Lebanese higher education sector is a priority for universities, to improve their overall services and maintain high levels of retention. The foremost condition to success is a well-developed service quality assessment process to evaluate university services. This paper aims to investigate the most effective service quality assessment tool for Lebanese universities, in addition to the corresponding dimensions of service quality and their impact on the satisfaction of the students. Methodology/Technique - This study undertakes a comprehensive review of recent studies dealing with different aspects of service quality models and the corresponding service quality dimensions are presented and discussed. Considering the proved and established qualities and capabilities of the SERVQUAL model and the urgent need for service quality assessment for private higher education institutions in Lebanon, a modified SERVQUAL model with seven dimensions is proposed and highlighted as a potential model for assessing service quality in the Lebanese higher education sector. Findings - Based on the comprehensive literature review carried out, it was noted that the SERVQUAL instrument is the most prominent model used in recent investigations to assess service quality in the higher education sector. Novelty - Choosing the proper and the most influential service quality model is one of the crucial challenges faced in higher education. Type of Paper: Review. Keywords: Service Quality; Quality Dimensions; Service Model; Customer Satisfaction; Lebanese Higher Education. JEL Classification: