Dimensions Of Perceived Service Quality Research Articles

Service quality and customer satisfaction in the airline industry in Tanzania: a case of Air Tanzania Company Limited

This study aimed to assess the influence of service quality on customer satisfaction within Air Tanzania Company Limited (ATCL) in Dar es Salaam, with a specific focus on the influence of tangible elements, personal services, and airline image. The study adopted a theoretical framework based on the Expectancy Disconfirmation Theory and the AIRQUAL Model for understanding the relationship between service quality and customer satisfaction. To achieve the study’s objectives, a cross-sectional research design was employed, allowing for the collection of data from a diverse sample of ATCL customers. The sample was selected using a combination of simple random sampling and purposive sampling techniques. A total of 302 ATCL customers and 8 supervisors from ATCL participated in the study, providing valuable insights into their perceptions of service quality and its effect on their overall satisfaction. Data collection was primarily conducted through structured questionnaires and face-to-face interviews. The data was analyzed using Binary Logistic Regression in IBM SPSS Statistics 23, allowing for the identification of significant relationships between service quality dimensions and customer satisfaction. The analysis of perceived service quality dimensions showed that customers' perceptions of ATCL’s service quality fell short of their expectations, with negative scores across all dimensions. This suggests a general dissatisfaction among customers with the service quality provided by ATCL. Specifically, the rankings indicated that airline image was the top contributor to dissatisfaction. The overall index score for service quality further supported these findings, registering at -0.3996. The binary logistic regression results indicated significant positive relationships between all three dimensions (tangible elements, personal services, and airline image) and customer satisfaction. To maintain service quality standards, collaboration between policymakers and ATCL management is crucial to establishing guidelines as well as conducting regular audits, allocating enough resources for tangible improvements and investing in employee training for better customer interactions.

Will Users Continue Using Banking Chatbots? The Moderating Role of Perceived Risk

AI-powered chatbots have become game-changers for the financial industry. They enable banks to boost customer engagement and improve operational efficiency by lowering the traditional cost of customer support. This study analyses the impact of perceived service quality dimensions on user confirmation, satisfaction and use continuance. The present study also analyses the moderating effect of perceived risk on the relationship between user confirmation, satisfaction and chatbots use continuance. A total of 447 customers, all residing in the Indian city of Bengaluru and having recently used banking chatbot services, were surveyed. Partial least squares structural equation modelling is used to examine the relationships between the variables used in the study. Findings from the study show that all five chatbot service quality dimensions (reliability, interactivity, assurance, responsiveness and understandability) significantly impact the user’s post-use confirmation, influencing their satisfaction and continuance behaviour. Perceived risk negatively moderates the relationship between user confirmation and user satisfaction. Chatbot service developers and e-service providers can leverage these findings to understand user expectations from chatbots. They will also be helpful to other service sectors, such as insurance, travel and tourism, hospitality and healthcare.

THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN E-COMMERCE ENVIRONMENT

Purpose- It is important to examine customer satisfaction, which is the antecedent of customer loyalty, which is considered one of the most critical tools to achieve long-term profit success, especially for e-commerce companies where it is difficult to create loyal customers. In this study, it is aimed to examine the effects of perceived service quality dimensions such as ease of use, responsiveness, personalization and assurance on customer satisfaction. Methodology- The universe of the study consists of consumers who have shopped from e-commerce companies at least once. The study data were obtained by the survey method, and the data found suitable for the analysis were analyzed with the Jamovi 2.3.9 program. Regression analysis was used to test the research model developed based on the literature. Findings- As a result of the study, it was determined that the dimensions of personalization and assurance, which are the dimensions of perceived service quality in e-commerce environments, have a statistically significant and positive effect on customer satisfaction, but the dimensions of ease of use and responsiveness do not have a statistically significant effect on customer satisfaction. Conclusion- Based on the results of the study, it can be said that the perceived service quality affects customer satisfaction in e-commerce sites. Considering the effect of personalization on customer satisfaction, it is thought that it would be correct for e-commerce sites to provide personalized campaigns and suggestions in line with the needs and interests of the person. Based on the effect of the assurance dimension on customer satisfaction, it is suggested that they work on creating payment systems and privacy policies that will make customers feel safe to visit the site again and make a purchase. Keywords: Service quality, customer satisfaction, customer loyalty, e-commerce, regression analysis JEL Codes: M30, M31, L81

EFFECT OF UNETHICAL CUSTOMER BEHAVIOR ON RESTAURANT FRONTLINE EMPLOYEE’S PERCEIVED SERVICE QUALITY

This paper investigates how unethical customer behavior affects restaurant service employee’s emotions and, in turn, how these emotions affect their desired service quality? The data from 247 restaurant frontline employees were collected through questionnaires to evaluate the effects of unethical customer behavior, emotional exhaustion and perceived service quality. Data were analyzed by using SPSS and mediation analysis was done to assess the overall relationship between unethical customer behavior, emotional exhaustion and perceived service quality dimensions. Five dimensional SERVQUAL model was used in the study which includes tangibility, reliability, responsiveness, assurance and empathy to determine the employee perceived service quality in a restaurant setting. Findings suggest that unethical customer behavior significantly affects the emotional exhaustion which further leads to the reliability dimension of perceived service quality. The paper developed an instrument to measure all five dimensions of employee perceived service quality. Theoretical model used in this research contributes to the field in a way that it has not been previously studied, hence adding value to the growing body of knowledge. Based on the study findings, we provide recommendations to restaurant management in developing an ethical climate in service delivery processes in restaurants. Key words – Restaurant frontline employees, Unethical Customer Behavior, Emotional Exhaustion, Employee Perceived Service Quality, Service Quality

Hizmet Kalitesinin Kurumsal İmaj Üzerindeki Etkisi: Kamu Hastanesinde Bir Uygulama (The Effect of Service Quality on Corporate Image: An Application in aPublic Hospital)

Purpose – The aim of this study is to determine the service quality perceptions of the patients and to determine the effect of the perceived service quality dimensions on the corporate image. Design/methodology/approach – The survey form prepared for this objective has been carried out in a public hospital. The target population of the study consists of inpatients. The sample of the research consists of patients selected by random sampling method in a public hospital and getting inpatient services. In the proposed conceptual model; service quality is included as one of the independent variables of the research and corporate image as one of the dependent variables. SPSS 21 (Statistical Package for Social Sciences) packaged software has been used for the statistical analysis of the data. To specify the structural validity of the service quality and corporate image scale, Exploratory Factor Analysis has been performed. Moreover, correlation and multiple regression analysis have been used to test the relationship between sub-dimensions of service quality and corporate image Findings – According to the results of the study, the patients stated that the hospital staff members made them feel confident and the hospital created a good image. Service quality according to factor analysis results; consists of three sub-dimensions: physical factors, confidence, and empathy. A positively oriented and moderate level relationship has been found between the sub-dimensions of service quality and corporate image, according to the results of correlation analysis In conclusion, it has been noted that the confidence factor is the sub-dimension highly affecting the corporate image according to the results of multiple regression analysis. Discussion – In the literature, many domestic and foreign studies have been conducted that examine the relationship between service quality and corporate image. In the researches, a positive and significant relationship between service quality and corporate image has been determined. The research results of the literature are similar to the results of this study. However, different results have been obtained in terms of the dimensions of service quality.

A look at university student service quality and satisfaction

Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

The assessment of perceived service quality dimensions of hotel industry in Bangladesh

This research aims to identify the gaps between customer expectation and customer perception on service quality of the hotel industry in Bangladesh based on five dimensions of service quality, namely "reliability, responsiveness, assurance, empathy, and tangibles". This study surveyed 300 respondents from different tourist spots of Cox's Bazar and Saint Martin based on self-administered "modified SERVQUAL questionnaire". Data were analysed using "mean, reliability test, independent sample t-test and one –way ANOVA test and single analysis of variance (ANOVA)" via SPSS version 22. The study adopts a different statistical test based on the primary data. Results indicated that tourists' perceptions failed to light their demand on the service quality of hotel sectors in Bangladesh. Results also show that tourists' expectations and perceptions in the case of tangibles and empathy dimensions are not significant in an independent sample t-test based on Gender and nationality respectively. However, in one-way ANOVA t-tests based on age, educational background and occupation; there is a significant difference between customer expectations and perception in the case of only two dimensions, which is reliability and empathy. The outcomes are anticipated to provide necessary guidelines to the service entrepreneurs for boosting the customer satisfaction level by identifying the gaps of the hotel industry in Bangladesh.

ERIP: service quality model of management consulting projects

PurposeThere is still no generally accepted quality model of consulting services. This is particularly the case for management consulting projects, where scope is often indefinite. The purpose of this paper is to identify the clients’ underlying utility preferences and their perceived quality dimensions.Design/methodology/approachThe research is a qualitative data collection from 22 expert interviews performed in the financial service sector. Interviewees from the client-side were decision-makers from different hierarchical levels with considerable experience in working with consultants, while the consultant sample was obtained by selecting professionals with relevant project experience. The model development was based on the grounded theory.FindingsBased on a content analysis of a 600-page transcript of interviews, it was found that customers construct their judgments on consulting service quality through five main attributes: consultants, client adaption, consulting process, deliverables and communication. Because of the strong overlaps of the attributes, four better separable quality dimensions – as a conceptual model – were identified: expertise, relations, involvement and performance.Practical implicationsAmong managerial implications for consulting firms, support of buying organization in setting clear project objectives, flexibility in partnership and readiness for overperformance can be underlined.Originality/valueThere is little empirical research that focuses on the conceptualization of management consulting service quality from a client perspective. The value of the paper is the exploration of perceived service quality dimensions of management consulting projects and a consulting context-specific list of quality attributes.

Customer Perception of Service based on Servqual Dimensions:A Study of Indian Life Insurance Companies

The research paper studies the difference between public sector LIC and four banks led listed private life insurance companies i.e. HDFC Standard Life, SBI Life, ICICI Pru Life and Max Life Insurance based on the quality dimensions as provided by Indian customers. It also compares private life insurance companies on the given parameters. The sample consist current customer of various Life Insurance companies (both public sector and 4 banks led listed private sector) named LIC, HDFC Standard Life, SBI Life, ICICI PRU Life and Max Life insurance from different parts of Mumbai and New Delhi (the capital of India). The researchers considered respondents who have relation with more than one of the Life insurance companies for the present study. This helped to understand how a customer perceives the service quality of one of the studied life insurance companies vis-a-vis another life insurance company. The results suggest that the public sector LIC is perceived to provide better service quality as compared to the private life insurance companies, In addition, even within private sector life insurance companies, customer perception on overall service quality varied to some extent. LIC showed signif icantly higher scores on three of the f ive dimensions of SERQUAL (Reliability, Tangibility and Assurance), an important research tool to measure quality. The empirical results brought forth the fact that HDFC Standard Life signif icantly differed on the perceived service quality dimensions from SBI Life. It is a pioneering work on service quality connecting perceived service quality and brand equity among various leading life insurance companies.

Application of RIDIT Analysis in Prioritizing Perceived Service Quality Dimensions of Management Graduates in Indian Universities

The transformations in the present socioeconomic situation have compelled the management education in the higher-education sector to behave as a business entity. They are required to focus more on delivering superior quality of educational services to the students. The universities are forced to recognize and give emphasis to the factors which are influencing students' satisfaction and their future behavioural intentions. Based on these prevailing facts, the present study tried to explore the various dimensions of service quality as perceived by the management graduates of public universities. Further, the study attempted to prioritize the dimensions along with their items to draw meaningful conclusions for the management education sector. The study analyzed survey responses of 401 management graduates using factor analysis in order to diagnose the underlying relationships between the questionnaire items. These resulted in formation of related groups by the items and were named according to their collective characteristics. The study also employed the RIDIT analysis methodology independently to establish the relative importance of each item to the management graduates who participated in the survey. Based on the RIDIT analysis results, a priority ranking was allotted to each individual item. An analysis interpretation was then carried out to find out the extent to which the items grouped into each particular factor tended to have low or high priority rankings. The results of the study may be obliging to the university managers, particularly in a management education setting, to focus their strategies and plan their efforts in line with the findings to gain superior students'/graduates' satisfaction and favourable future behavioural intentions.

The impact of perceived service quality dimensions on customer satisfaction

PurposeIn the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India.Design/methodology/approachOn the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique.FindingsThe perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks.Research limitations/implicationsThe study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks.Originality/valueThere is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Termal Otellerde Algılanan Hizmet Kalitesi, Memnuniyet ve Davranışsal Niyetler Arasındaki İlişkilerin İncelenmesi: Edremit Örneği

The aim of this study is determining the perception of service quality tourists attending the thermal tourism, to investigate the impact on the satisfaction of the perceived service quality dimensions. In addition, the impact on behavioral intentions for the future formation of satisfaction, is another issue dealt with in the research model. Research was conducted using face to face interviews performed accommodate 424 tourists in thermal plants in the Edremit district, 408 questionnaires were subjected to analysis. Research results in the perceived quality of service of trust and empathy size of the sub-dimensions were positive and significant impact on customer satisfaction, customer satisfaction have also concluded that there is a positive and significant impact on behavioral intentions. In light of the findings, recommendations were presented to researchers, thermal hotel owners, managers and researchers.

Measuring patient-perceived hospital service quality: a conceptual framework.

Purpose - Although measuring healthcare service quality is not a new phenomenon, the instruments used to measure are timeworn. With the shift in focus to patient centric processes in hospitals and recognizing healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The purpose of this paper is to design a conceptual framework for measuring patient perceived hospital service quality (HSQ), based on existing service quality literature. Design/methodology/approach - Using HSQ theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure HSQ. The paper outlines patient perceived service quality dimensions. Findings - An instrument for measuring HSQ dimensions is developed and compared with other service quality measuring instruments. The latest dimensions are in line with previous studies, but a relationship dimension is added. Practical implications - The framework empowers managers to assess healthcare quality in corporate, public and teaching hospitals. Originality/value - The paper helps academics and practitioners to assess HSQ from a patient perspective.

Measurement and validation of online financial service quality (OFSQ)

Purpose – The role of service quality in fostering the growth of online financial services has received much attention in the academic and practitioner communities. In this context the purpose of this paper is to explore the underlying dimensions of perceived service quality in the online financial services context and develop a scale for measuring online financial service quality (i.e. OFSQ). Design/methodology/approach – The present study anchors in Grönroos’s (1984) service quality model and DeLone and McLean’s (2003) information systems (IS) success model in developing a multidimensional multi-item scale for measuring OFSQ. Accepted scale development method was employed to identify the OFSQ dimensions. Exploratory and confirmatory factor analysis was employed to analyze the data. Findings – OFSQ consists of five dimensions which are convenience quality, functionality, interaction quality, information quality, and image quality. The OFSQ scale exhibits adequate degree of validity and reliability. Practical implications – OFSQ instrument developed in this study enable service managers to accurately measure service quality and benchmark it to competitors that could help the service provider to improve their service performance level. These findings will provide the managers with a bird’s eye view of the levers for improving and managing the perceived quality of the online financial services in customer’s minds. Originality/value – The contribution of this study lies in the identification of perceived service quality dimensions in the online financial services context by integrating two theoretical models, i.e. Grönroos’s (1984) service quality model and DeLone and McLean’s (2003) IS success model.

THE INFLUENCE OF PROFESSIONAL QUALIFICATION ON CUSTOMER PERCEPTIONS OF ACCOUNTING SERVICES QUALITY AND RETENTION DECISIONS

The purpose of this paper is to examine whether professional qualification in- creases the quality of accounting services as perceived by the customers. We advance the measurement of service quality by industry-specific indicators and establish four dimen- sions of accounting service quality. We analyse the impact of professional qualification on these dimensions of quality and the impact of these dimensions on customers’ retention decisions. The analysis is based on survey data of 237 Slovenian small and micro firms that outsource accounting. We find that professional qualification is positively associated with only one of the perceived service quality dimensions – accounting competences – and only assurance, responsiveness and reliability and empathy are positively associated with customers’ retention decisions. Limitations of the study are attributed to the measure- ment of service quality as perceived by the customers. However, this is the only factor of choice that ultimately counts in the competitive market for accounting services.

Examining the Impact of Perceived Service Quality Dimensions on Repurchase Intentions and Word Of Mouth: A Case from Software Industry of Pakistan

This study attempts to investigate the relationship between dimensions of service quality using SERVQUAL, repurchase intention and word of mouth with an emphasis on mediating effect of customer satisfaction. Reliability, tangibility, assurance, empathy, and responsiveness are the five key dimensions of service quality. Total 300 questionnaires were distributed among the clientele of software houses based in Rawalpindi, Islamabad, and Lahore out of which 290 useful questionnaires were useful. The analysis was performed using correlation, multiple regression analysis and Baron and Kenny Test. The results indicated that dimensions of service quality have a significant positive influence on repurchase intention and word of mouth, and customer satisfaction partially mediates between the dependent and independent variable.

Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry

Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings – Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests’ satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/originality – The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

This study attempts to examine the mediation effect of satisfaction on service quality perception and intentionsbehavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size.Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide supportfor the association between perceived service quality dimensions (tangibles, assurance, and empathy) andbehavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. Inaddition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has astrong positive relationship with intentions. In short, service quality drives satisfaction which in turn drivesbehavioral intentions. The finding also indicates that satisfaction partially mediates the relationship betweenperceived service quality and behavioral intentions. As a result, the strength of the perceived servicequality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical andmanagerial implications of the findings are also discussed.

A Study on Service Quality Perspectives and Customer Satisfaction in New Private Sector Banks

The main objective of this study is to examine the influence of service quality dimensions on customer overall satisfaction. This study posits and develops an instrument of service quality and examines the relationship between perceived service quality dimensions and customer overall satisfaction. The results shows that the most important service quality practice on customer satisfaction is responsiveness as it is perceived as a dominant service quality. The results reveal that the service quality dimensions of tangibles, responsiveness, reliability and assurance are positively and significantly influencing the customers overall satisfaction, while the empathy is negatively and significantly influencing the customers overall satisfaction. Thus, this present research concluded that service quality is the basic and also most important factor that influences the overall customer satisfaction. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality especially on responsiveness and should start with improving service quality in order to raise overall customer satisfaction.

Modelling effect of perceived service quality dimensions on customer satisfaction in Indian bank settings

The aim of the present study is to determine the dimensions of service quality that have a significant impact on overall customer satisfaction. Based on a review of the service quality literature, SERVPERF scale along with its five dimensions viz. tangibles, reliability, responsiveness, assurance, and empathy, was considered appropriate for the present study. An English version of the questionnaire was developed and data was collected from 332 university students enrolled in various courses of reputed universities from national capital of India employing non-random purposive sampling technique. Analytical tools such as SPSS 20.0 and AMOS 20.0 have been used to extract factors relevant to service quality, mean scores and standardised factor loadings. The proposed model was empirically tested for dimensionality, reliability and validity using structural equation model (SEM) technique. The findings and suggestions, thereof, may be employed by banking industry in re-structuring and prioritising service quality dimensions and also developing appropriate promotional strategies by highlighting relevant aspects of service quality at banks.