Perceived Service Performance Research Articles

ANALYSIS OF PATIENT SATISFACTION WITH THE QUALITY OF OUTPATIENT SERVICES

Satisfaction is an individual's emotional state of pleasure or dissatisfaction by comparing perceived service performance according to expectations. Factors that influence hospital satisfaction are tangible, reliability, responsiveness, assurance and empathy. This study aims to determine factors related to outpatient patient satisfaction at the Rupit Regional General Hospital, North Musi Rawas Regency in 2024. The design of this research is quantitative with a cross-sectional approach. The sample in this study amounted to 93 people. The sampling method uses purposive sampling. Inclusion criteria were outpatients and those willing to be respondents. This research was carried out on March 4-31 2024. Data was collected using a questionnaire. Bivariate data analysis used the Chi-Square test and multivariate logistic regression. The results of the research show that there is a relationship between reliability (p value 0.001) and responsiveness (p value 0.009) with outpatient satisfaction at Rupit Hospital, North Musi Rawas Regency in 2024. The most dominant factor in outpatient satisfaction at Rupit Hospital, North Musi Rawas Regency in 2024. 2024, namely reliability (p value 0.001), (OR 0.21). The conclusion is that there is a relationship between reliability and responsiveness and outpatient satisfaction at the Rupit Hospital, North Musi Rawas Regency in 2024. The hospital should provide services quickly and provide easy service for patients.

Analysis οf the Relationship between Perceived Service Performance and Students' Socioeconomic and Demographic Characteristics: A Study of a Private Technical School

Analysis οf the Relationship between Perceived Service Performance and Students' Socioeconomic and Demographic Characteristics: A Study of a Private Technical School

Analisa Aplikasi Keluhan Pelanggan Pada Pt Pln Ulp Medan Selatan Dengan Metode Servqual

PLN (Persero) is a state-owned organization owned by the majority of the public that has the capacity as a provider of electricity frameworks spread throughout Indonesia. The most common way to check customer complaints is by using the website in particular to provide information. Where this takes a few minutes to take care of customer complaints more quickly and accurately. So it can contribute with information to utilize websites that make information more coordinated with PCs which makes it easier to track information, process information, and report customer complaints quickly. This exploration provides an outline of the timeliness spent on filing customer complaints by utilizing a website-based framework. With this website-based framework, it will facilitate the process of inputting data for a more accurate information so that it can work in the most common way of finding and providing clearer information and all the data is more accurate, it can be formed according to customer wishes. One of the methods that can be used to measure customer complaints is the servqual method. This method makes a thorough evaluation of customer complaints,. The evaluation is completed in 5 components of administrative quality, namely: Tangibles (direct evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (assurance), Emphaty (attention). Customer dissatisfaction exists due to an imbalance between customer expectations and perceived service performance.

Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews

PurposeVariations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction.Design/methodology/approachThe SERVQUAL framework was employed to examine the effects of customer culture, the reason for traveling, and seat type on customer's expectations and satisfaction across a large sample of airline customers.FindingsA total of 17,726 observations were gathered from the Skytrax review website. The lowest satisfaction ratings were from passengers from the USA, Canada and India. Factors that affect perceived service performance include customer service, delays and baggage management. Empathy and reliability have the biggest impact on the perceived satisfaction of passengers.Research limitations/implicationsThis research increases understanding of the consumer expectations through analysis of passengers' online reviews. Results are limited to a small sample of airline industries.Practical implicationsThis study provides airlines with valuable information to improve customer service by analyzing online reviews.Social implicationsThis study provides the opportunity for airline customers to gain better services when airline companies utilize the findings.Originality/valueThis paper offers insights into passengers' expectations and their perceived value for money in relation to seat types. Previous studies have not investigated value for money as a construct for passengers' expectations and satisfaction relative to service quality dimensions. This paper addresses this need.

Domestic confinement crisis and its un-intensifying effect on service quality expectations towards e-stores: the case of the COVID-19 pandemic in Mexico

ABSTRACT Certain factors may exert un-intensifying effects on service performance expectations. In the pandemic crisis era of domestic confinement, as consumer shopping at physical stores is restricted, e-stores have become a useful source of goods. It is proposed that such a confinement crisis, as an extreme situational factor, can have a mitigating effect on the expectation level of service performance of e-stores. Hence, it is hypothesised that consumers may become more forgiving with e-suppliers, reporting a higher perceived performance under a confinement crisis than under normal social conditions. Two sets of data were compared for assessment, employing the same questionnaire to evaluate consumer opinions of service performance, brand perceptions, satisfaction, trust and intentions of e-stores. One set of data was collected under normal conditions, prior to domestic confinement being imposed due to the COVID-19 pandemic in Mexico. The second set of data was collected during a high point of contagion of the COVID-19 emergency in Mexico. Results suggest that there are significant differences in some variables related to perceived service performance, brand perceptions and behavioural intentions between the two sets of data. Apparently, consumers tend to perceive, in some respects, a higher level of performance of e-stores under confinement conditions than under normal social conditions. This work aims to shed light on how such extreme situational factors can affect consumer expectations and perceptions.

The role of the brand in perceived service performance: Moderating effects and configurational approach in professional football

This research aims to determine the effects of brand credibility and brand congruence on future intentions, perceived value, and spectators’ satisfaction among the fans of a first division football team by combining two complementary methodological approaches, lineal models (the PROCESS macro) and fuzzy set qualitative comparative analysis (fsQCA). The effects of brand credibility and brand congruence were tested in a sample of 536 fans of a first division Spanish football club aged from 18 to 70 (70.2% men). The results suggest direct, positive, and significant effects of brand congruence and brand credibility on perceived value and future intentions. In contrast, in predicting spectators' satisfaction, only brand credibility was a significant positive predictor. Brand credibility significantly predicts spectators’ satisfaction. A moderating effect of brand credibility in the effect of perceived value on future intentions was observed, and a moderating effect of brand congruence in the effect of satisfaction on future intentions was observed. Spectators’ satisfaction seems to be a necessary condition of high future intentions while a lack of congruence seems to be a necessary condition of low future intentions. The findings contribute to understanding how brand credibility and brand congruence relate to service evaluations in professional football

The effects of customer involvement on perceived service performance and word-of-mouth: the mediating role of service co-creation

PurposeThis study aims to use the framework of customer dominant logic to explore the mediating role of service co-creation on the relationships between customer involvement and perceived service performance and between customer involvement and word-of-mouth (WOM). It also investigates the moderating role of customer relational-motivational orientation on the relationship between customer involvement and service co-creation.Design/methodology/approachA questionnaire survey was conducted to collect responses from 289 Hong Kong's customers in different service settings. Structural equation modeling was used to test the proposed research model.FindingsThe results of structural equation modeling showed that the freedom of co-creation and the degree of collaboration fully mediated the effect of customer involvement on perceived service performance and WOM. Additionally, relational-motivational orientation moderated the relationships between customer involvement and the freedom of co-creation and between customer involvement and the degree of collaboration.Practical implicationsThis research provides implications to managers on how to facilitate an environment that stimulates customer co-creation. Customer-contact employees must be trained with the necessary interpersonal skills to serve customers with different levels of relational-motivational orientation.Originality/valueThe study is one of the first to identify customer involvement as a key antecedent of service co-creation attributes and the moderating role of relational-motivational orientation on the relationships between customer involvement and service co-creation attributes.

Are the ‘Illnesses’ of Traditional Likert Scales Treatable?

Purpose: The main aim of this paper is to introduce the development and the application of a fuzzy rating scale in measuring customer satisfaction which are to be demonstrated through a healthcare example in order to illustrate how the proposed methodology is able to enhance the reliability of traditional Likert scale-based evaluations.Methodology/Approach: The proposed methodology is built on fuzzy sets the membership function of which is composed of two sigmoid functions by applying Dombi’s conjunction operator. The possible ‘values’ of the linguistic variable expressing customer satisfaction are to be expressed by these functions which can also be linked to the level of organizational performance allowing the illustration of the mainly nonlinear relationship between the provided and perceived service performance.Findings: The application of the proposed fuzzy rating scale confirms its ability to reflect the unambiguity of human ratings as well as the context-dependency of ratings resulting in a more precise representation of human judgements.Research Limitation/implication: The presented methodology may be viewed as a viable approach in any kind of service quality evaluations where Likert-type scales are traditionally applied to handle its weaknesses.Originality/Value of paper: The proposed methodology is not only able to reflect the satisfaction of customers and the organizational performance simultaneously, but the expectations of customers related to the desired level of performance can also be incorporated into the establishment of the scale yielding to more reliably supported managerial decisions.

Algılanan Örgütsel Destek, Motivasyon ve Hizmet Performansı Arasındaki İlişkilerin İncelenmesine Yönelik Sağlık Sektöründe Bir Araştırma (A Research in The Health Sector for the Investigation of the Relationship between Perception of Organized Support Motivation and Service Performance)

Purpose – The purpose of this study is; to reveal the relationships between the organizational support perceived by the employees and the motivation and service performance of the employees. Design/methodology/approach – The universe of the research is 2238 employees working in public hospitals in Sirnak province and its districts. The sample of the study consists of 344 health workers who return to the surveys. KMO and explained variance% values were calculated. In the research, survey technique was used for data collection. The data obtained as a result of the research were analyzed with SPSS 22.0 package program. On the analysis of the data; descriptive statistics are presented with frequency, percentage, average and standard deviation values. The reliability and validity levels of the perceived organizational support, service performance and motivation scale of the employee were done by cronbach alpha analysis and factor analysis. Findings – There is a positive and significant relationship between perceived organizational support and service performance and employee motivation in the research, It was concluded that there is a positive and significant relationship between motivation and service performance. Discussion – As a result of the research, it was obtained that the perceived organizational support had a significant effect on the motivation and service performance of the employees, and there was a positive and significant relationship between the motivation and service performance of the employees. It can be stated that employees working in an organizational environment feel organizational support, taking into account their contribution to the organization and taking care of their well-being may lead to an increase in their motivation and service performance. This result is in line with the work of Bal (2018) for 400 hotel employees. In this study; It is concluded that organizational compliance and organizational support levels have a significant effect on perceived service performance. The data obtained in the research was selected by Secil et al. (2014; 132) overlaps with their work for healthcare professionals. In this study; As a result of the fact that employees feel the support of the organization, increase in organizational commitment and job satisfaction, acceleration in innovation activities, strengthened sense of responsibility, quit and absenteeism.

The Effect of Individualism and Collectivism on Customer Satisfaction in Retail Sector: Asian versus Western Culture

Customer satisfaction is defined as the customer's attitude towards the perceived service performance, which results from the differences in pre-existing expectations and the actual service performance. There are many factors that can lead to customer satisfaction, but instead of looking into all factors, it is interesting to look at cultural differences since the study focuses on the Malaysian setting, which is known for the multicultural environment. More interestingly, businesses in Malaysia not only involve local customers, but as well as customers from Asian and Western regions. The aims of this study are to determine the relationship between individualism and collectivism towards customer service satisfaction, specifically in the retail sector which involves multinational brands as well as multicultural customers. The use of Geert Hofstede Dimension theory in this study is because it is one of the most important theory in cultural differences studies and has generated a large body of research. A quantitative method has been used and the study has been conducted on 103 respondents, 51.5 % are from Asian origin and 48.5% are of Western origin. Although both individualism and collectivism have a significant impact on customer service satisfaction in the retail sector, it is proven in this study that collectivism has more to do in determining the satisfaction level as a whole. It is recommended that further studies should be done outside of Klang Valley. Furthermore, future research should seek to expand the pool of potential explanatory variables such as how cultural differences factor can help influence customer satisfaction.

Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

PurposeThis study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees.Design/methodology/approachUsing data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to assess workplace incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. A structural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional exhaustion and perceived service performance.FindingsResults documented that workplace incivility significantly increases emotional exhaustion and further leads to low levels of job service performance. Customer incivility was especially found to have the strongest power for increasing emotional exhaustion, followed by supervisor incivility. Also, results confirmed that POS and ERA play significant roles in moderating the relationships between workplace incivility, emotional exhaustion and perceived service performance. Based upon this study’s findings, theoretical and practical implications are offered for developing successful employee management strategies.Practical implicationsResults suggest specific practical management implications pertaining to restaurant frontline service employees. This study’s research findings recommend the development of more efficient support programs designed to diffuse potential situations involving workplace incivility. Findings further highlight the important role employee ERA has upon the effects of incivility and frontline service performance. Implications are provided with respect to specific strategic direction management should consider to recruit and select the most appropriate employees for restaurant frontline service positions.Originality/valueThe current study’s conceptual research was developed in an attempt to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance.

Resort hotel service performance (RESERVE) – an instrument to measure tourists’ perceived service performance of resort hotels

ABSTRACTBased upon a rigorous psychometric process of scale development through preliminary qualitative studies and a subsequent survey in the resort hotel setting, the authors propose the RESERVE scale as a comprehensive instrument for assessing resort hotel service performance. The proposed scale conceptualizes resort hotel service performance as a second-order, three-dimensional construct that assesses tourists' perceptions of setting, audience, and actors. The data supports the dimensional structure of RESERVE, providing empirical evidence for the scale's validity. The paper concludes with a discussion of implications and future research directions.

Does Raising Value Co-creation Increase All Customers’ Happiness?

Happiness, defined as a state of well-being and contentment, is a central human goal. Despite advances in customer behavior research related to value co-creation, the link between customer happiness and these behaviors remains unclear. This study therefore examines customers’ in-role participation behavior and extra-role citizenship behavior to determine their influence on customers’ happiness. Customer participation and citizenship behaviors relate positively to customers’ perceptions of both service performance and their contributions to others’ welfare. In addition, collectivism moderates the relationship between perceived contributions to others’ welfare and happiness; individualism instead moderates the relationship between perceived service performance and happiness. These findings provide both managerial implications and directions for business marketing ethics.

Affective organizational commitment, work engagement and service performance among police officers

Purpose – The purpose of this paper is to examine the relationship between police officers’ affective organizational commitment, work engagement, and (perceived) service performance. Design/methodology/approach – Participants included 114 police officers who completed a questionnaire that measured their affective commitment, social job resources, supervisor support, work engagement, and extra-role performance (i.e. offering service to colleagues). A dyadic design was used that related police officer commitment to the perceived service performance as rated by 165 crime victims (cross-over effect). Findings – Results of structural equation modeling revealed that commitment was positively related to seeking colleague support to increase social job resources. Furthermore, the results indicated that supervisor support mediated the positive relationship between commitment and work engagement/extra-role performance. In contrast, commitment was negatively related to the perceived service performance of police officers as rated by crime victims. Research limitations/implications – The results indicate that while affective commitment supports police officers’ work engagement and promotes the seeking and offering of colleague assistance, it also tempers external service performance ratings. Originality/value – This paper enhances the understanding of how the affective commitment of police officers can be related differently to internal and external outcomes. The results are discussed in relation to police culture and performance theory.

Hurting or helping? The effect of service agents’ workplace ostracism on customer service perceptions

Extant research confirms the importance of cocreating value with customers in service marketing, yet little is known about the impact of service agents’ work experiences on customers’ service perceptions. This research examines how service agents’ workplace ostracism from different sources (supervisors versus coworkers) influences customers’ perceived coproduction value, perceived service performance, and actual purchases. Three laboratory experiments and one survey reveal a double-edged sword effect of workplace ostracism and its contingency such that (1) supervisor ostracism reduces customers’ perceived control value in customer–agent coproduction through threatening service agents’ efficacy needs when the agents experience low servicing empowerment; (2) coworker ostracism enhances customers’ perceived relational value in coproduction through threatening service agents’ relational needs when they expect a long-term relationship with customers; and (3) customers’ perceived control and relational values increase their perceived service performance, and customer relational value also increases the amount of purchases. Our findings reveal that service agents’ workplace ostracism may actually help or harm customers’ service perceptions, depending on the source of ostracism. The results provide significant implications for how organizations can better manage employees’ perceived ostracism in the workplace and strategically improve customers’ experience in service coproduction with excluded agents.

Differences in service quality perceptions of stakeholders in the hotel industry

Purpose– Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined.Design/methodology/approach– Multivariate analysis of variance was used to test the significant differences between stakeholder’s perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers).Findings– The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to thepost-hoctest, even though managers’ perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL.Originality/value– One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders’ (employees’ and managers’) perceptions have been ignored. Therefore, the current study’s contribution to the literature explores the differences in stakeholders’ perceptions of the hotel industry.

The Influence Of Relationship Quality Perceived Service Performance and Service Price On Service Price On Overall Satisfaction and Image : An Empirical Study

This study aims to investigate the influence of (1) Relationship quality, perceived service performance, and service price, on overall satisfaction. (2) Relationship quality and perceived service performance, on dental clinics’ image. (3) Overall satisfaction on Dental clinics’ image. Based on a dataset collected from 471 patients in Beirut, the results of regression analysis reveal, as hypothesized, that there is a positive relationship with regards to (1), (2) and (3). Moreover, the results indicate that the service price exhibits the most influence on the overall satisfaction of patients, while the relationship Quality has the most influence on the dental clinics' image. The study concludes with recommendations for dentists and direction for future researches context.

The roles of co-clients and their influence on overall satisfaction during the service experience

The objective of this article is to show how co-clients – clients interacting with the customer during the service experience but unknown before it– impact customer satisfaction with service delivery. This exploratory research is based on a mix of qualitative methods in the context of rail transport and fitness classes. It identifies six roles that have an impact on satisfaction and four mechanisms by which these roles influence satisfaction. Co-clients give information about the forthcoming service, set the standards for social rules, provide a standard for comparison, distract, perturb and help to participate. Through these roles, other customers impact satisfaction by modifying customer expectations and perceived service performance, as well as perceived service equity. The authors propose situational variables that moderate this relationship.

Understanding perceived service quality and satisfaction

PurposeThe study measures perceived service quality (PSQ) associated with user satisfaction of Dhaka University Library (DUL). To identify the service quality users’ needs and expectations were initially identified. Users’ perceptions of current services were also identified, from which current perceived service performance was identified.Design/methodology/approachA modified SERVQUAL instrument was used to survey DUL users. User responses for minimum, expected, and perceived services were calculated. A gap analysis was done to measure the PSQ that reveals two types of service gaps, i.e. positive gap provides quality services, and negative gap indicates the service shortfall. Users’ satisfaction level was also identified. In both cases (assessment of PSQ and satisfaction), “ME” (minimum service level) was used as common comparison standard.FindingsThe outcome of the study shows that “library hours” is the only service item which got the exclusive acceptance and ensured optimum satisfaction of the users, while other items fall short of meeting the user's need.Research limitations/implicationsThe present study only identified different problematic areas of DU library services.Originality/valueVery few attempts have been made to measure the service quality offered by Dhaka University library in Bangladesh. It is hoped that this study will trigger more research on understanding perceived service quality and satisfaction.

Customer involvement and perceptions: The moderating role of customer co-production

This study examines customer-specific antecedents of perceived service performance. Based on a review of the consumer services literature, we propose a theoretical model that links customer involvement to perceived service performance and identify the moderating role of co-production on the relationship. This model was tested on responses from 349 Chinese bank customers using hierarchical regression analysis. The results confirm that customer involvement was related to perceived service performance and the positive relationship between customer involvement and perceived service performance was stronger on customers of a high rather than low level of co-production. The findings provide new insight into the characterization of bank customers and their perceptions of service performance and have implications for both bank managers and consumer services researchers.