Dimensions Of Perceived Quality Research Articles

Designing the service delivery system for prevention-oriented goals: insights from two case studies

PurposeThis research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.Design/methodology/approachCase-based research is undertaken to inform the design of service delivery systems for prevention-oriented consumption goals. Data from multiple informants, from both the provider and customer perspective, in two in-depth case studies, provide empirical insights.FindingsDrawing on customer and provider perspectives, a model of service design for prevention-oriented goals is presented. The model is informed through the identification of service delivery system characteristics (facility layout, staff service orientation, facility appearance and staff presence/appearance) and perceived experience quality dimensions (control, duration, privacy and reliability impressions) that contribute to the fulfilment of prevention-oriented consumption goals.Practical implicationsThe research affirms that it is critical for organisations to comprehend the goals they want their service delivery systems to enable in the customer experience. Specific attention should be given to the design of facility layout, staff-service orientation, facility appearance, staff presence/appearance to positively impact perceived quality dimensions and to facilitate the realisation of customer prevention goals.Originality/valueThe main research contribution lies in the articulation of the design characteristics of the service delivery system that enables a customer experience supporting the fulfilment of prevention goals. The empirical study draws on both customer and organisational perspectives to identify prevention-oriented goals, and corresponding experience quality dimensions, to inform service delivery system design.

Perceived Quality, Customer Satisfaction and Loyalty: An Empirical Study in the Telecommunication Sector of Bangladesh

The study aims to investigate the influence of several quality dimensions on user satisfaction in telecommunication sector in Bangladesh. Moreover, the study investigates the influence of customer satisfaction on customer loyalty in telecommunication sector. A structured questionnaire has been formed and distributed among 329 respondents in Dhaka, Barisal, and Patuakhali district. Data has been collected and analyzed through frequency distribution, factor analysis and regression analysis. The study shows that perceived quality dimensions have significant influence on user satisfaction in telecommunication sector. Moreover, customer service and network coverage are the most leading predictors of mobile phone user satisfaction which leads to customer loyalty.

Investigating the relationships between MOOC consumers' perceived quality, emotional experiences, and intention to recommend: an NLP-based approach

PurposeThe paper aims to explore and examine the factors that influence the post-consumption behavioral intentions of education consumers with the help of online reviews from a Massive Open Online Course (MOOC) platform in the knowledge payment context.Design/methodology/approachThe paper adopted a novel mixed-method approach based on natural language processing (NLP) techniques. Variables were identified using topic modeling drawing upon 14,585 online reviews from a global commercial MOOC platform (Udemy.com). The relationships among identified factors, such as perceived quality dimensions, consumption emotions, and intention to recommend, were then tested from a cognition-affect-behavior (CAB) perspective using partial least squares structural equation modeling (PLS-SEM).FindingsResults indicate that course content quality, instructor quality, and platform quality are strong predictors of consumers' emotions and intention to recommend. Interestingly, course content quality displays a positive effect on invoking negative emotions in the MOOC context. Additionally, positive emotions mediate the relationships between three perceived qualities and the intention to recommend.Originality/valueLimited research has been conducted regarding MOOC consumers' post-consumption intentions in the knowledge payment context. Findings of this study address the limited literature on MOOC qualities and consumer post-consumption behaviors, which contribute to a comprehensive understanding of MOOC learners' experiences at a meso-level for future paid-MOOC creators.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-09-2021-0482/

The Effect of Price and Perceived Quality Dimensions on Customer Satisfaction

The goal of this research is to analyze the effect of service quality dimensions and price toward customer satisfaction on western fast-food restaurant in Jabodetabek. Total of 134 questionnaire responses from three most well-known brand western fast food restaurants in Jabodetabek were collected and used as the main data for this research. The method used in this research was Likert seven-point rating scales. The findings of this research indicate reliability, assurance, empathy from SERVQUAL factors have significant positive effect on customer satisfaction. However, tangibles, responsiveness, and price does not affect customer satisfaction in western fast-food restaurant in Indonesia. It seems assurance and empathy play the most important role on western fast-food restaurants in Jabodetabek region in Indonesia. The result suggests to prioritize some elements of SERVQUAL and price strategy that possibly western fast-food restaurants utilize later in future especially on urban and agglomeration area in Indonesia such as Jabodetabek.

Equity in the Perceived Quality of Care Received by Malaria Patients Under National Health Insurance Scheme in Ghana.

The Ghana National Health Insurance Scheme (NHIS) seeks to provide access to quality healthcare to its members regardless of the health facility in which they receive care. However, it is unclear if all members of the Scheme receive quality care. The objective of the study is to examine the equity of perceived healthcare quality received by NHIS members depending on the type of facility in which care was provided. The study purposively sampled 2000 NHIS members who sought malaria treatment in the study areas. Only patients who had visited the health facilities at least twice not more than 12 months, before the data collection, were sampled. The SERVQUAL model was used to examine perceived quality of healthcare services in 5 quality dimensions: Reliability, Assurance, Tangibility, Empathy, and Responsiveness. These quality dimensions were compared in health facilities according to ownership (public, private, and faith-based facilities), capacity (hospital vs health centers), and finally location (urban vs rural health facilities). Instrumental variable estimation method was used to analyze data to address health facility selection bias problem. The results showed that faith-based health facilities scored the highest in all 5 perceived quality dimensions followed by public and private. Hospitals had higher score in perceived quality than health centers just as urban facilities scored higher in quality than rural facilities. These results represent high inequality in the perceived quality of care received by NHIS members.

Audit Service Quality Perceived by Customers: Formative Modelling Measurement Approach

The imperative to measure perceived service quality by a formative model in which it represents higher-order formative construct, consisting of reflective first-order constructs ((sub)dimensions), is defined in leading marketing literature in previous years. That approach is of special importance since model misspecifications were often occurring in perceived service quality measurement researches, which may lead to totally wrong conclusions. Furthermore, when it comes to the perceived audit service quality, according to the knowledge of the authors, this is the first implementation of the described approach. Besides the analysis of perceived quality dimensions (all of them originate from intensively used SERVQUAL instrument and are adopted to audit service quality: tangibles, reliability, responsiveness, assurance and empathy), the model included relations between quality and client’s satisfaction and loyalty. The results were obtained by processing 123 responses from Serbian companies. All dimensions of perceived quality influenced it positively and significantly (the strongest influence is related to assurance, followed by responsiveness; smaller coefficient with relatively similar value describes the influence of reliability; followed by empathy; the weakest is the impact of tangibles). Furthermore, research results pointed to the existence of positive relations between audit quality, satisfaction and loyalty. Hereby, satisfaction partially mediates the relationship between quality and loyalty.

Exploring barriers to consuming suboptimal foods: A consumer perspective

Food suboptimality is one of the major driving factors of food waste at the consumer level. Consumer decision to purchase a suboptimal food strongly depends on the associations raised by the suboptimality. In this context, the aim of the current study was to study the influence of different types of suboptimality on consumer associations, emotional reactions, perceived quality dimensions, and purchase intention. An online study with 600 Uruguayan participants was conducted. Results showed that the presence of a suboptimality triggered associations about quality issues and negative emotional reactions. The effect of suboptimality varied with categories and type of suboptimality. Regarding perceived quality, a significant reduction in perceived quality and purchase intention was found for products with damaged packages and defective fresh produce. At the aggregate level, consumers showed a slightly higher intention to purchase the products when a 50% discount was considered. In summary, results from the present work suggest that communication strategies aimed at increasing the perceived quality of suboptimal foods and pricing tactics could contribute to reduce food waste at the store level.

Order matters: How altering the sequence of performance events shapes perceived quality formation

Reputation research often employs rankings which combine both the prominence and perceived quality dimensions of reputation. Though this approach has merit, it neglects nuances in the formation of perceived firm quality – i.e., how stakeholders perceive a firm's capabilities. Since perceptions are influenced by how information is presented, we posit that the patterns of a firm's performances – their order and interval – explain variance in perceived quality beyond valence (absolute performance level), alone. We employ two experiments and an archival study to manipulate product ratings and collect perceived quality scores (experimentally), and use trajectory of performance outcomes to predict market valuation as a perceived quality proxy (archivally). Results suggest that while valence matters most for a firm's perceived quality, presenting identical performance events with distinct orders and intervals changes perceived quality impressions, at least until new information is presented. We enumerate our findings and outline areas for future research on stakeholder perceptions.

Influencia del periodo de alarma por la pandemia covid-19 en la calidad percibida de la atención en urgencias hospitalarias

ObjectiveTo assess changes in perceived quality in patients who required A&E hospital care before and during the COVID-19 period of alert. MethodsRetrospective descriptive observational study using the «Net Promoter Score» (NPS), which classifies patients as promoters or detractors. Three perceived quality dimensions (accessibility, professionals, and information) were measured in 160 patients discharged home before alert, and in a further 160 in the first 2 months during alert. A standard of ≥90% promoters and ≤10% detractors was verified by lot acceptance (LQAS) in different access routes and times. Factors related to the probability that a patient was a promoter, or a detractor were analysed using logistic regression. ResultsThe mean score was lower in accessibility than in the other dimensions (8.6 vs. 9.1 and 9.0, P<.0001). During alert, accessibility obtained better results (NPS 70 vs. 32, P<.001). Per access route, Paediatrics and Ophthalmology improved and Maternity did not experience changes. LQAS showed more lots accepted during alert (85 vs. 72%).The likelihood for a patient to be a promoter was higher during alert (OR 1.85, P<.0001), especially in accessibility (OR 3.08, P<0.0001). The likelihood to be a detractor was reduced (OR .54, P<.05), and also greater in accessibility (OR .39, P<.05). ConclusionsPerceived quality improved during the period of alert, its declaration being the most influential factor. This improvement is evident in paediatric and ophthalmological patients, but imperceptible in Maternity or Traumatology, perhaps because the pandemic acted as an adequacy corrector.

Determination of Perceived Quality Dimensions for Non-Formal Vocational Tourism Training

Turizm işletmeleri tarafından çalışanlarına bilgi ve beceri kazanmaları için yapacakları eğitim yatırımlarının kalitesi göz ardı edilmemesi gereken konulardan biridir. Bu çalışmanın amacı yaygın mesleki turizm eğitiminin algılanan kalite boyutlarını belirlemektir. Bunun için hem nitel hem de nicel araştırma tekniklerinden yararlanılarak ölçek geliştirme süreci takip edilmiştir. Çalışma verileri özel kuruşlar tarafından verilen yaygın mesleki turizm eğitimlerinden biri olarak değerlendirilen ticari ve yer hizmetleri eğitimleri kapsamında rezervasyon ve biletleme eğitimlerine katılan 216 kişiden elde edilmiştir. Süreç sonucunda yaygın mesleki turizm eğitiminin algılanan kalitesinin 68 ifadeden oluşan “etkileşim”, “materyal”, “içerik ve yöntem”, “çıktı”, “ortam koşulları”, “amaç”, “mekânsal düzen” ve “zaman” olmak üzere sekiz boyuta sahip olduğu tespit edilmiştir. Bu doğrultuda araştırmacılar ve uygulamacılar için öneriler sunulmuştur.

Product Acceptance; Service preference based on E-service Quality using G-Rough Set Theory

Nowadays, the competitive environment of e-services companies has made them deliver high quality of services. In fact, the perceived quality of e-services by consumers which determines their behaviour towards products is defined as product acceptance. Consumers have a powerful potential to pass their experiences to other consumers. In this regard, this study intends to detect the rules determining the behaviour of consumers in product acceptance based on the perceived quality of e-services. Accordingly, 407 questionnaires were distributed among online retailers' consumers and then grey rough set theory was applied to analyse them. Perceived quality dimensions and net promoter score (NPS) were determined as the condition and decision attribute, respectively. Finally, the six rules determining the behaviour of consumers were extracted through the data analysis process. Furthermore, the results showed that efficiency, system availability, fulfilment, responsiveness, and contact are the most important factors determining product acceptance.

Retail brand equity: moderating role of retail price deals on retail brand association and retail brand equity relationship

The online retail industry is a unique setup with high market potential and the low entry barriers where most of the retailers sell the same products under different price points. Though the price of the products is same for all the retailers, they use discounts, offers, price cuts, refunds and other methods to acquire and retain customers. Under these conditions, this research is emphasised on demonstrating the sources of retailer equity and intended to test the moderating effect of price deals on retailer association and retailer brand equity relationship. This paper contributed to the existing retail brand equity frameworks by adding 'price deal' as a new dimension and explored the necessity of the e-tail quality dimension instead of perceived quality dimension in traditional brand equity frameworks. The results from this study will help online retailers and researchers to recognise the importance of the retailer equity dimensions and their criticality in creating a long-term relationship.

Retail brand equity: moderating role of retail price deals on retail brand association and retail brand equity relationship

The online retail industry is a unique setup with high market potential and the low entry barriers where most of the retailers sell the same products under different price points. Though the price of the products is same for all the retailers, they use discounts, offers, price cuts, refunds and other methods to acquire and retain customers. Under these conditions, this research is emphasised on demonstrating the sources of retailer equity and intended to test the moderating effect of price deals on retailer association and retailer brand equity relationship. This paper contributed to the existing retail brand equity frameworks by adding 'price deal' as a new dimension and explored the necessity of the e-tail quality dimension instead of perceived quality dimension in traditional brand equity frameworks. The results from this study will help online retailers and researchers to recognise the importance of the retailer equity dimensions and their criticality in creating a long-term relationship.

Cognitive Quality: An Unexplored Perceived Quality Dimension in the Automotive Industry

Well known, perceived quality is a game-changer in consumers’ decision-making processes and is seen as one key predictor of a product’s and company’s success. Today, the automotive industry faces challenges not only to deliver superior manufacturing quality in order to excel in perceived quality, but also to induce a positive sensory and cognitive response from its customers. Previous research aimed to quantify and unpick consumers’ perception of quality in order to meet consumer expectations and requirements. Cognitive processes related to product design have been explored in a variety of disciplines, ranging from the design research, specifically in the field of aesthetics, to sociopsychology. In the engineering and manufacturing research field, however, there is a significant gap regarding ‘intangibles’ related to car design. In this conceptual paper, we extend our previous work by presenting the concept of Cognitive Quality as a new dimension of the Perceived Quality Framework (PQF). The PQF, in its turn, illustrates the sensory, attribute-centric engineering viewpoint on quality perception. Therefore, the new Cognitive Quality dimension significantly contributes to the theoretical foundation of perceived quality in engineering and manufacturing research, specifically in the automotive field.

Nursing students' perception of the quality of clinical learning: a mixed methods inquiry.

Background and aim:As part of the Nursing Degree Course, the “internship” period represents a strategic lever to systemize the fundamental combination of theoretical study and nursing practice. However, only a few studies have examined in depth students’ perception of this experience. The aim of the study was to assess the quality of the places in which the University of Parma’s Nursing students did their internships based on their experience.Methods:Through a quantitative and qualitative study, students who had completed at least one clinical internship (n.200) were asked to fill out a self-report questionnaire on the quality of learning using the CLEQUEI scale (1) and answer a few social and demographical questions. In addition to the questionnaire, 24 narrative interviews (semi-structured) were conducted; these interviews deepened the significance of the assigned internship experience.Results:Throughout all the clinical contexts that were analyzed, the dimension of the perceived quality of the internship averaged a value ≥ 44 (the minimum cut-off indicating the presence of necessary elements to promote the processes of quality clinical learning). The perceived quality dimension particularly stands out in the Pediatric Area, in which it amounted to a mean value of 66 (close to the maximum cut-off value of > 66). This result indicates the opportunity to further develop the processes used in students’ quality clinical learning. The latter describe the internship as a moment of both personal and professional growth of fundamental importance in one’s own training process.Conclusions:Overall, the University of Parma’s Nursing students have a good perception of the quality of clinical learning. The significance of assigned internship presents some elements which are a relevant part of the new paradigm. However, there are still some aspects which need improvement, such as the necessity to reevaluate certain parts of the teaching organization of the professionalizing activities and of the clinical internships throughout the duration of the three-year course. (www.actabiomedica.it)

Patient Satisfaction and Perceived Quality of Care Among Younger Medicare Beneficiaries According to Activity Limitation Stages

ObjectiveTo examine the association between activity limitation stages and patient satisfaction and perceived quality of medical care among younger Medicare beneficiaries. DesignCross-sectional study. SettingMedicare Current Beneficiary Survey (MCBS) for calendar years 2001-2011. ParticipantsA population-based sample (N=9323) of Medicare beneficiaries <65 years of age living in the community. InterventionsNot applicable. Main Outcome MeasuresMCBS questions were categorized under 5 patient satisfaction and perceived quality dimensions: care coordination and quality, access barriers, technical skills of primary care physician (PCP), interpersonal skills of PCP, and quality of information provided by PCP. Persons were classified into an activity limitation stage (0-IV) which was derived from self-reported difficulty performing activities of daily living (ADL) and instrumental activities of daily living (IADL). ResultsCompared to beneficiaries with no limitations at ADL stage 0, the adjusted odds ratios (95% confidence intervals) for stage I (mild) to stage IV (complete) for satisfaction with access barriers ranged from 0.62 (0.53-0.72) at stage I to a minimum of 0.31 (0.22-0.43) at stage IV. Similarly, compared to beneficiaries at IADL stage 0, satisfaction with access barriers ranged from 0.66 (0.55-0.79) at stage I to a minimum of 0.36 (0.26-0.51) at stage IV. Satisfaction with care coordination and quality and perceived quality of medical care were not associated with activity limitation stages. ConclusionsYounger Medicare beneficiaries with disabilities reported decreased satisfaction with access to medical care, highlighting the need to improve access to health care and human services and to enhance workforce capacity to meet the needs of this patient population.

The Mediation Role Of Brand Preference On The Relationship Between Consumer-Based Brand Equity And Word Of Mouth Marketing

The most important asset needed to achieve the competitive advantage is having a strong brand equity. In this study, the relations between the dimensions of consumerbased brand equity and those of word of mouth marketing were analysed. In addition, the mediating role of the brand preference was checked. The sample consisted of 1000 people living in Istanbul, Ankara, and Izmir. The sampling method used was quota sampling. In the conclusions of this study, it was observed that: there are effects of brand awareness and brand association dimensions on the negative word of mouth marketing, perceived quality on the positive and negative word of mouth marketing, and brand loyalty on the positive word of mouth marketing. Brand preference has a partial mediation role in the relations between the perceived quality dimension of consumerbased brand equity and the dimensions of positive and negative word of mouth marketing.

Otomobil Sektöründe Tüketici Temelli Marka Değerinin Ölçümü Üzerine Bir Araştırma

In today’s consumer oriented markets, companies should have a privileged position in target markets’ memories in order to preserve and increase their market shares. Increasing intense competition forces companies to invest on their brands more. Companies should know the dimensions that affect consumer based brand equity and should form strategies that can improve these dimensions. There is severe competition in automobile sector like in other sectors. Automobile companies are evaluated to have sustainable strategic advantage if they find the most important dimensions that affect consumer based brand equity and improve them. The aim of this study is to explore the relationships between consumer based brand equity of a foreign automobile brand, and its dimensions by means of structural equation modeling and to propose marketing strategies according to the modeling results. Convenience sampling method is used in the research and 394 questionnaires are collected for the analysis. According to the research findings, it is obtained that after sales service has a positive impact on perceived quality and consumer based brand equity; brand associations and perceived quality dimensions have a positive impact on the brand loyalty and brand loyalty has a positive impact on consumer based brand equity.

Influence of Customer Quality Perception on the Effectiveness of Commercial Stimuli for Electronic Products.

Creating and maintaining customer loyalty are strategic requirements for modern business. In the current competitive context, product quality, and brand experience are crucial in building and maintaining customer loyalty. Consumer loyalty, which may be classified into cognitive loyalty and affective loyalty, is related to customers' quality perception. Cue utilization theory distinguishes two dimensions for perceived quality, extrinsic quality—linked to the brand—and intrinsic quality—related with internal product characteristics. We propose that (i) cognitive loyalty is more influenced by intrinsic product quality whereas extrinsic product quality (brand name) is more salient for affective loyalty and, (ii) different commercial stimuli have a differential effectiveness on intrinsic and extrinsic perceived quality. In fact, in this study, we analyze how perceived quality dimensions may influence the effectiveness of two different commercial stimuli: displays and advertising flyers. While displays work within the point of sale under time-constrained conditions where consumers are more likely to use heuristics to simplify their decisions, advertising flyers work outside of the point of sale under low time-constrained conditions, and therefore favor a more reasoned purchase decision where systematic processing will be more likely. We analyze the role of quality perception in determining the effectiveness of both these commercial stimuli for selling products that induce high purchase involvement and perceived risk. The empirical analysis focuses on computer products sold by one of Europe's largest computer retailers and it combines scanner, observational, and survey data. The results show that both dimensions of quality perceptions moderate the influence of displays and advertising flyers on sales, but their impact is different on each commercial stimuli. Extrinsic quality perception increases to a greater extent the effect of displays due to the use of a brand name heuristic. However, intrinsic quality perception improves to a greater extent the effect of advertising flyers, which in turn are more closely related to systematic decision processing.

Improving quality in healthcare: What makes a satisfied patient?

ObjectiveTo update the metric properties of a perceived quality questionnaire for patients admitted to hospital medical departments, to determine the level of patient satisfaction achieved, and to identify the variables which predict satisfaction. MethodsSelf-administered questionnaire completed at home following patient discharge, using a questionnaire prepared by the authors on a sample of 7207 users of medical departments in 9 public hospitals during the years 2006–2009. A principal component analysis with varimax rotation was performed. Reliability was assessed using internal consistency coefficient. An analysis was made of the compliance with each indicator reported by respondents. A logistic regression analysis was performed to determine the perceived quality dimensions which predicted overall patient satisfaction. ResultsThe results of the reliability analysis indicated good coefficients for interpersonal manner (0.94) and professional competence (0.85) dimensions, and moderate values for the other dimensions (comfort 0.55, information 0.38, and organisation 0.37). Factor analyses showed single factors in each of the perceived quality dimensions, with a percentage of explained variance greater than 35% for information, interpersonal manner, professional competence, and comfort, and less than 30% for organisation. The dimensions which predicted satisfaction were interpersonal manner of healthcare staff, professional competence, and information. ConclusionsThe metric properties of the questionnaire used have been updated, yielding a valid and reliable questionnaire for assessing patient satisfaction in quality management programmes, both for internal purposes and for conducting external comparisons.A positive relationship was obtained between the level of patient satisfaction and level of professional competence, interpersonal manner of healthcare staff, and information received.