Service Quality Perspective Research Articles

The Competition Between Taxi Services and On-Demand Ride-Sharing Services: A Service Quality Perspective

On-demand ride-sharing services change our travel behavior, which threatens the survival of taxi services. Motivated by this, this paper examines the impact of on-demand ride-sharing services on taxi services and how to achieve the coexistence of two services from a service quality perspective. This paper analyzes the coexistence condition of two services considering the network effect. First, the profit target for taxi drivers is nonnegative. A Stackelberg model is built in which the taxi service is the leader and the on-demand ride-sharing service is the follower. Then, the reference dependency theory is introduced to modify the profit target of taxi drivers. And the new coexistence condition is compared with the benchmark status. The results find that the coexistence of the two services depends on the type of riders and the quality difference in both cases. When two services and riders are highly heterogenous, two services are more likely to coexist. Services with different qualities could better satisfy the diverse preferences of riders. Considering taxi profit without competition as the profit reference point, the requirement of service quality difference and the diversity of rider composition is increased. In terms of the network effect, the negative network effect is more beneficial to the coexistence of two services.

Creating airlines’ innovation: linking employees’ perspective of service quality, intellectual capital and innovation performance

ABSTRACT This study investigates various dimensions, including service quality, absorptive capacity, innovation performance, and intellectual capital (specifically organisational capital, social capital, and human capital), within the context of the airline industry. A survey questionnaire was administered to airline employees during the COVID-19 pandemic. The findings indicate that service quality has the potential to generate favourable innovation outcomes, such as increased absorptive capacity, thereby further enhancing employee innovation performance. Service quality is also found to have a simultaneous positive impact on human capital, leading to increased innovation performance and absorptive capacity. Therefore, organisations should prioritise the development of absorptive capacity to enhance both human capital and the accumulation of intellectual capital. Furthermore, both organisational capital and human capital play a vital role in these intricate strategy decision procedures. These factors play a crucial role in strengthening the connections between service quality and innovation performance.

Well‐being insights from the food insecurity supply chain: A logistics service quality perspective

AbstractFood insecurity directly impacts individual well‐being, and logistics is considered the backbone of serving food‐insecure individuals. Food insecurity organizations (FIOs) such as national organizations, food banks, and food pantries offer transformative logistics services to address food insecurity. Previous research has begun to explore FIOs' logistics services and operations, but sparse research has examined how FIOs evaluate logistics service performance. Using logistics service quality as a foundation, our study explores the meaning of logistics service performance from the perspective of FIOs. Applying the hermeneutic method, we conducted interviews with 23 informants across 14 organizations to understand the meaning of logistics performance for FIOs. We leverage these interviews to offer a contextualized understanding of logistics service quality based on the four pillars of food insecurity and the shared meaning of logistics service performance within FIOs. By subjecting an important “traditional” performance metric to the consumer‐centric realities of the food insecurity supply chain, we extend logistics theory by offering transformative logistics service outcomes based on well‐being perspectives. We also offer timely guidance to help facilitate the vital work of FIOs.

What drives continuous intentions towards mobile payment services: Probing the users' psychology from information quality, service quality, and system quality perspective.

What drives continuous intentions towards mobile payment services: Probing the users' psychology from information quality, service quality, and system quality perspective.

Analysis and Strategies for the Shanghai Sharks

This essay is an analysis of the Shanghai Sharks from a sports marketing perspective. Including fandom, its potential challenges, branding, social identification, service quality perspective, and fan loyalty. First, the classification of fans. There are five main types of classification for the fans. With the fans being categorized, fan loyalty was the next thing to look at. With the PCT scale, there were different strategies proposed with the purpose of increasing different types of fanbase with different levels of psychological commitment. Furthermore, with the research done on social identification theory, it is important to recognize the importance of establishing a brand that can reflect positively on people. With that being said, it highlights the importance of the brand image. What’s challenging is that the franchise was currently involved in a fixed game scandal, and the study of the consumer-based brand equity illustrates the importance of the brand association, which the team is currently challenged with.

Research on service quality of professional education based on the PZB service quality model

With the arrival of Internet technology and the information era, China’s higher education has entered a new stage of development. In this context, new learning methods represented by “Internet+” have gradually emerged and rapidly spread, and traditional classroom teaching is facing a huge impact. At the same time, more and more students choose to learn independently through online courses due to resource constraints, time and space. This new learning method has posed a great challenge to the traditional education concept. Therefore, how to improve the quality of college education services has become one of the urgent problems to be solved at present. In this paper, from the perspective of service quality of college education, it is of practical significance to apply the theory of hybrid service quality to college hybrid education to explore its service quality improvement strategy. In this paper, the application of the PZB service quality model in professional education teaching is studied and discussed by using the methods of literature, mathematical statistics, and logical analysis. In this paper, the structure of the service quality evaluation system, influencing factors and results analysis, and the summary of improvement suggestions are deeply analyzed.

Exploring Higher Education International Student Education Management Based on Refined Management Approach

From the current perspective of management models, admission methods, management concepts, and service quality of international students in universities, we need to pursue a more refined approach in overall management. In terms of recruitment, improvements should be made in market segmentation, increased promotional efforts, enhanced information services, and the establishment of a comprehensive evaluation mechanism for the quality of student sources. Regarding daily management and services, it is necessary to construct a sound management system for foreign students, promoting the formation and development of the "Study in China" brand. With China experiencing a growing trend in studying abroad, it has become the largest study destination in Asia. According to statistics, in 2023, 34.8 million international students from 196 countries and regions have enrolled in 1004 universities. However, as the scale rapidly expands, we must recognize the poor quality of Chinese study abroad education. The future focus should shift from "expanding scale" to "improving quality and efficiency," emphasizing the enhancement of study abroad services and the improvement of study abroad quality.

Gen Z Perspective of E-Commerce Logistics Service Quality on Home Delivery After Pandemic: Sem Approach to Satisfaction of Customer and Loyalty

Gen Z Perspective of E-Commerce Logistics Service Quality on Home Delivery After Pandemic: Sem Approach to Satisfaction of Customer and Loyalty

Revenue in Service Quality Perspective at A Traditional Coffee Shop in Balongpanggang Village

ABSTRACT
 This study aims to analyze the income description of traditional coffee shops in Balongpanggang Village through 5 dimensions of service quality dslsm facing cafes in Balongpanggang sub-district. By collecting data from 5 informants and 1 key informant as the opening of the research to find accurate results. The presentation of the data is done using data analysis, namely data reduction, data display and conclusions. The results of this study found that the income earned by paying attention to the tangible dimension was caused by the cleanliness and tidiness of the coffee shop. Earnings income by taking into account the dimension of reliability is caused by the application of careful and fast services. Earnings revenue by paying attention to the dimension of responsiveness caused by customer requests and notifications. Earnings income by paying attention to the assurance dimension is caused by inspection of goods, price stability, honesty, courtesy and patience. Earning income by paying attention to the empathy dimension is caused by greeting, joking, tolerance and incentives.

Efforts to Create Relational Commitment Through Satisfaction Based on Company Image, Perception and Superior Service Quality (Study on Insurance Claiments PT. Jasa Raharja Perwakilan Semarang)

<strong><em>This study is about efforts to build a relational commitment through satisfaction based on: corporate image, service quality and value perception. Respondents in the study were as Jasa Raharja Insurance Claimants at Semarang Reperesentative, amounting to 100 respondents. The sampling method uses purposive sampling. SPSS Version 19 data processing, data analysis techniques using regression. This study proposes seven hypotheses, after being tested by regression it is evident that there are four accepted hypotheses, namely the influence of company image, service quality, perceived value of satisfaction, and the effect of satisfaction on relational commitment. While the company's image hypothesis, service quality and value perspectives on relational commitment are not significant, meaning the three hypotheses are rejected. These results prove that the satisfaction variable is a variable that mediates the influence between company image, service quality and perceived value of relational commitment. However, the variables in this study have not been able to perfectly explain the phenomena that exist in building satisfaction and relational commitment. seen from the model test value (R2 Adjusted) in this study.</em></strong>

Exploring driver and user perspectives of service quality in sharing economy transport platforms

With the rise of the sharing economy, companies such as Uber have emerged as an alternative to traditional transport methods. Digital sharing economy platforms enable the encounter of two types of ‘users’: peer providers (i.e. drivers) and travellers (commonly referred as users). To acknowledge the needs of both the user and the provider, we must understand their perceptions of service quality (SQ) in this new context. However, existing research about SQ in platform-based transport focuses only on the users’ perspective. Given that peer providers are an essential part of peer-to-peer transport services, this exploratory study aims to capture the perceptions of SQ from the perspective of users and drivers. Relying on service quality theory, two quality assessment scales are designed for the users and the providers, respectively. Based on the data obtained from 646 users and drivers, Structural Equation Modelling (SEM) is used to validate the proposed scales. This study contributes to the literature of quality management in the sharing economy and provides valuable insights for platform managers.

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

PurposeThe paper aims to identify and report service quality dimensions critical to distributors’ perception of the quality of services their suppliers provide (Manufactures).Design/methodology/approachThis research used unstructured interviews and focused group discussions. The authors have interviewed ten distributors and ten frontline managers of three mid-size Consumer Packaged Goods companies operating in India. Two focused group discussions were conducted involving academicians and practitioners in the service quality domain.FindingsSeven quality dimensions critical to a distributor’s service quality evaluation have been identified. Except for tangibility, all other SERVQUAL dimensions have been found relevant. Three additional dimensions, namely “Fairness,” “Accessibility” and “Image quality,” have been identified. The authors made a theoretical contribution by not only identifying the relevant dimension but also proving their context-specific definition. The authors also present managerial implications and recommendations to improve the service experience of distributors.Originality/valueThis paper investigates the distributor–manufacturer dyadic relationship from a service quality perspective for the first time. This study made a theoretical contribution by explicitly identifying service quality dimensions for a manufacturer-to-distributor (M2D) service relationship.

How Does Government Information Service Quality Influence Public Environmental Awareness?

The development of public environmental awareness has been an essential part of environmental governance in China and a prerequisite for the emergence of conscious environmental behaviors. However, the deeper factors influencing Chinese public environmental awareness are not yet fully understood. In this study, the perception of environmental pollution and the sense of political efficacy were introduced as variables to establish a public environmental awareness model, at the perception level, from the perspective of government information service quality. The correlations between different variables, as well as the working principles, were analyzed based on national environmental survey data. The results demonstrate that both external (the government information service quality) and psychological (the perception of environmental pollution and the sense of political efficacy) factors have significant positive influences on public environmental awareness, with the sense of political efficacy outperforming the perception of environmental pollution and the government information service quality. Analysis of the mediating effect reveals that government information service quality directly influences public environmental awareness; it also indirectly influences public environmental awareness through a chained mediating effect of the perception of environmental pollution and the sense of political efficacy. The results of the multiple-group analysis, with gender and urban-rural attributes as moderator variables, further show that, compared with men and urban residents, the impact of government information service quality and environmental pollution perception on women and rural people's political efficacy is not significant. Therefore, it is suggested to optimize the government information service, improve the public's perception of environmental pollution, and then promote the public's sense of efficacy in the environment governance situation. Furthermore, the government should formulate differentiated strategies for different types of public to guide them to form a proactive awareness of environmental protection.

HTA179 Research on Assessment Mechanism of Online Diagnosis and Treatment Behavior in China

Due to the rapid development of the Internet and Internet of Things technology, as well as the catalysis of the COVID-19 epidemic and the favorable policy environment, China's online medical services has developed rapidly. But some serious problems also emerged, such as diseases diagnosis and treatment by artificial intelligence instead of by clinicians on some online medical service platforms, drugs prescribing before prescriptions, patient information leaking, etc. The assessment of drugs using health technology assessment (HTA) methods has been matured in recent years in China, but the assessment mechanism of online diagnosis and treatment behavior is still blank. This study plans to fill this gap. Assessment mechanism of Chinese guide for medicine comprehensive evaluation and Guidance of Deliberative process for HTA were used as references. The framework was developed based on input-throughput-output model and was subjected to two rounds of consultation using Delphi method. Members with different backgrounds, perspectives and expertise relevant to online medical services were included to ensure the representativeness of the framework. A framework for assessment mechanism of online diagnosis and treatment behavior was developed, which consists of the assess reasons, objects, organizations, time, participants and methods of all types of online diagnosis and treatment behaviors. This framework for assessment mechanism of online diagnosis and treatment behavior clarified the dimensions and indicators of online diagnosis and treatment behavior from the perspectives of medical security, network security, service quality, economy, and appropriateness, as well as the entire process of assessment operations. it is in line with Chinese policy requirements and will provide useful tool for the governments, medical institutions and research establishments.

전동킥보드 공유 플랫폼의 서비스 품질이 소비자의 기술수용에 미치는 영향

The electric scooter (e-scooter), categorized as a form of micromobility, is a powered standup scooter that commonly uses an electric motor. With recent technological development, e-scooter gained worldwide popularity especially after operating as sharing services. E-scooter sharing service in Korea was launched in 2018 and the market has expanded dramatically over the last 4 years. However, academic literature has been unable to keep pace with the sudden rate of change in the e-scooter sharing industry. Therefore, this study aims to explore how e-scooter sharing service quality affects consumer perceived use experience that in turn influences consumer’s attitude and consequent continued usage intention. The extended technology acceptance model (TAM) is adopted to understand consumer’s new type of sharing service adoption behavior from a service quality perspective. The new type of online to offline service quality measurement framework, which has a theoretical basis on SERVQUAL and modified to a micromobility sharing context, is utilized and integrated with TAM to predict consumer’s mobile platform service quality perception on the e-scooter sharing services. Moreover, consumer safety risk perception of e-scooter sharing service is included in this research. The results strongly support the traditional relationships among TAM variables, in which perceived ease of use and usefulness had positive association with consumer attitude and continuance intention. Also, positive influences of service quality on perceived usefulness, perceived ease of use and consumer satisfaction were demonstrated. Also, negative effects of perceived safety risk on consumer attitude, satisfaction and continuance intention were observed. Implications for further research and recommendations for stakeholders are discussed to promote this sustainable micromobility sharing option.

THE PREMIUM ASSISTANCE BENEFICIARIES OF NATIONAL HEALTH INSURANCE’S EXPERIENCE IN USING HEALTHCARE IN KEDIRI

National Health Insurance (Jaminan Kesehatan Nasional: JKN) demonstrates government’s commitment providing health insurance to all Indonesians. Hoped that JKN can improve the health levels of its citizens, including the poor and vulnerable; i.e Premium Assistance Beneficiaries Of National Health Insurance (PBI JKN), so that the productivity of family economies increase and intergenerational cycles of poverty can be broken. Despite wider coverage of JKN, however, the poor were still disadvantaged in the healthcare market. Our preliminary study in Kediri shows that PBI beneficiaries complain about the service of healthcare they have received. This study aims to explore the healthcare experience of PBI JKN in Kediri through a qualitative case study approach using in-depth interviews with 10 informants of PBI who had previously been selected purposively. The findings support an understanding of PBI experience from the PBI’s perspective of accessibility, service procedures, and service quality of healthcare in Kediri. According to the informants’ perspective of accessibility to healthcare, all of them stated that the healthcare is accessible. From the informants’ perspective of service procedures, most of the informants stated that the flow of health services provided is quite detailed and complete, although some informants are not satisfied with the way the health service is served. The results suggest that there are several issues that must be addressed in order to enhance the quality of care for example therapeutic communication, and the PBI experience in relation to increase the quality care. In addition, policy-makers, managers and all healthcare workers must ensure that patients especially PBI beneficiaries are satisfied of the services provided regardless of their membership status.

The main influencing factors of customer satisfaction and loyalty in city express delivery.

At present, customers' low satisfaction and loyalty to city express service have restricted the development of city express. It is particularly important to analyze the factors causing customers' low satisfaction and loyalty, which will promote the development of city express industry effectively. Based on SERVQUAL model and CCSI model, this paper constructs a new evaluation index system from the perspective of service quality. Through this new system, this paper first explores the factors that affect customers' satisfaction and loyalty, respectively, by fuzzy analytic hierarchy process (AHP) and hierarchical regression analysis, taking the expected and perceived service quality as conversion variables. And then it analyzes the common factors that affect customers' satisfaction and loyalty comprehensively. These two analyses will provide reference for solving the problem of low customer satisfaction and loyalty of city express enterprises. The results show that popularity and credibility, delivery time commitment, and mailing security are the common main factors affecting customer satisfaction and loyalty. Easy-to-understand receipts, the three-level index corresponding to the empathy dimension, is the most significant factor affecting customers' loyalty in city express industry; Delivery time commitment, the three-level index corresponding to the reliability dimension, is the most significant factor affecting customers' loyalty in city express industry.

Blueprinting construction logistics services for quality improvement

Construction logistics services can, if implemented with high quality, positively impact both efficiency and sustainability of construction projects. However, present quality management frameworks have not been developed for temporary multi-actor contexts, such as construction, which is largely lacking industrialised processes. Still, construction logistics service providers provide service offerings to temporary settings and could thus benefit from a service quality perspective. Applying this perspective, this study supports the quality improvement of construction logistics services by using a service modularity approach to identify the services to prioritise for improvement. Building on interviews, concept mapping, and a service blueprint of a construction logistics setup, a priority matrix for improvements is developed. The first step in using this matrix is to operationalise the construction logistics setup in modules based on blueprinting. Second, the matrix evaluates the modules against nine empirically derived improvement enablers such as practices and forums for learning, and data measurements enabling the comparison and follow-up of construction logistics services. In conclusion, the priority matrix helps focus the improvements on modules with high likelihood of successful improvements. Improvements that can become sustained over time through the reuse of standardised modules in upcoming projects.

Penelitian Hukum Interdisipliner pada Organisasi Peradilan: Pertemuan Pendekatan Hukum dan Pendekatan Manajemen Serta Konsekuensi Metodologisnya

This article presents the relationship between legal principles and management principles in the judicial organization and how they affect the judiciary's performance. As an organization, the judiciary is bound by the rule of law principles, especially the principle of judicial independence, as stated in the constitution and laws. However, the courts as an organization are also influenced by management principles, which include viewing public organizations from efficiency, effectiveness, and service quality perspectives. This paper discusses the interaction and tension between these principles in a judicial organization and their methodological consequences. In the discussion about methodology, this paper will elaborate on the application of interdisciplinary legal research methods as a consequence of the dynamics between the two perspectives in the judicial organization. The discussion of the methodology will also cover the technical aspects of the application of research methods, so it is expected to fulfill a practical function in assisting legal researchers in applying interdisciplinary legal research.

Generation Z’s perspective on restaurant service quality

ABSTRACT When it comes to dining, Generation Z (Gen Z) consumers bring their own set of expectations that challenge conventional perspectives of restaurant service quality. The purpose of this research was to explore the relevance of DINESERV to the evaluation of Gen Z’s dining experience in the Netherlands. A qualitative multi-case study using semi-structured interviews (N = 7) was conducted. Two rounds of coding and a thematic analysis were performed, using DINESERV as a theoretical framework. Fifteen newly identified factors were added to the 13 existing DINESERV factors that shape Gen Z diners’ expectations and perceptions of restaurants, leading to a total of 28 factors. In addition to the five DINESERV dimensions of “Tangibles”, “Reliability”, “Responsiveness”, “Assurance” and “Empathy”, three new dimensions emerged: “Offer”, “Ambience” and “Image”. By bridging the gap in the literature and proposing a revised DINESERV, the findings provide the foundation for developing a more relevant tool for hospitality practitioners to better understand, attract and engage with Gen Z diners.