Scale For Measuring Quality Research Articles

Managing and Assessing the Quality of E-Learning Teaching by Faculty at Indian Universities

The expansion of the usage of mobile, cloud computing and internet `in the current environment affected all the facets and existence of humans. As a result, electronic learning is spreading its wings in every industry and opening up a lot of options. The scope of education developed and grown dramatically in the past years thus emergence of key factors in development of education in universities. The main objective of the study is to assess Indian universities faculty quality teaching of e-learning in the universities. The validity of different criteria was investigated. The main purpose of the study is creating a valid as well as reliable quality measurement scale of electronic learning in viewpoints of both learners and instructors in an Indian environment. The results of exploratory and confirmatory factor analyses are shown in the covariance model and the structural model, respectively. The covariance model demonstrates that from a faculty’s perspective, collaboration, industry acceptance, and value addition are key elements, whereas from a faculty member's perspective, transparency in assessment, technical, and student participation are important aspects. The scope of study is for assessment of quality of E-learning teaching of faculty at Indian universities through various parameters.

Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory

Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory

Quality of service of accommodation establishments as a factor in tourism competitiveness

This study examines the quality of service provided by accommodation establishments as a factor in tourism’s competitiveness. The new application of the concept of quality is determined by the customer's perception, interests, and expectations, and quality is a competitive factor that will lead to full customer satisfaction. The purpose of the study was to determine the service quality of lodging establishments based on guests' perceptions of tangible elements such as reliability, responsiveness, safety, and empathy as factors of tourism competitiveness in northern Peru. The study had a quantitative approach with a descriptive, non-experimental, cross-sectional design. A non-probabilistic convenience and intentional sampling method was chosen, in which 14 lodging establishments participated. The modified SERVPERF service quality measurement scale was used. The tangible element dimension is perceived from the establishment's facilities and the staff's appearance. Reliability with the promise of service at the established time and the predisposition to solve problems. Responsiveness is perceived in terms of speed of service and the ability to respond to customer needs. Security is perceived in terms of trust, discretion, and respect for guests' privacy, as well as in the transactions they carry out. Finally, empathy in the personalization of service and friendliness. The results show positive perceptions in the five dimensions of the SERVPERF model, concluding that the level of service quality is regular in lodging establishments based on the guest's perception. An important fact to consider is that between 20% and 30% of the respondents' answers are neutral, showing aspects to be improved, such as the use of attractive materials, personalized attention, and guest satisfaction.

Assessing the quality of services at an academic library

Assessing the quality of services at an academic library

HEISQUAL – ACSI – IPA – PGCV: Synthesis of higher education service satisfaction measurements

The current weakness of various dimensions of service quality measurement scales that have been adopted in measuring the level of student service satisfaction at HE is often an obstacle to understanding weaknesses in the quality of HE service. This study aims to investigate the level of student service satisfaction based on the HEISQUAL synthesis combined with the ACSI, IPA, and PGCV methods as a holistic approach to determine priorities for continuous improvement. The integration of these three methods is very appropriate to answer the needs of HE in improving the quality of its services. The data in this study were obtained by distributing questionnaires to respondents with a sample size of 320 students using a convenience sampling technique (non-probability sampling). The results of this study indicate that HE service satisfaction is in the satisfied criteria, where 6 sub-dimensions are in quadrant A, 5 sub-dimensions are in quadrant B, 1 sub-dimension is in quadrant C, and 4 sub-dimensions are in quadrant D. From this analysis, the priority order of improvement are 1) ET, 2) LWE, 3) LF, 4) ECA, 5) C&M, 6) BTS. Through the HEISQUAL – ACSI – IPA – PGCV synthesis, HE can understand and determine well-accelerated strategic and practical policies.

Assessment of Airport Service Quality at Mallam Aminu Kano International Airport (Makia) Kano

Airports are a hub for aviation activities which support Airlines operations. Airport service quality measurement is required to promote satisfaction level among Air travellers by continuously improving the defected services. The study purpose is to assess Airports service quality at Mallam Aminu Kano International Airport (MAKIA) in Kano. Using purposive sampling, MAKIA was picked out of 31 Airports in Nigeria. Cochran formulae was used to determine a total of 384 questionnaires which were administered to air travellers boarding and onboarding passengers at the terminal building. The Airport service quality measurement scale was adapted from SERVPERF model with 22 service attributes believed that air travellers attached more importance to. The study outcome showed that the average Airport service quality score was 2.701. In addition, the results revealed that there exists a statistically significant relationship between service quality and air traveller satisfaction on; reliable and updated electronic information system (P-value=0.004), Airport safety and security services (P-value= 0.000), Prompt service from airline operation (P-value= 0.001) and Provision of assistance to minor (P-value = 0.002). This study therefore concludes that Mallam Aminu Kano International Airport offered a bad service to air travellers. The study recommends among others that, Airport staff courtesy should be improved through subjecting their staff to behavioural management training by the top management. service quality is an area which both Airport management and airlines can increase their revenue through increasing patronages. Therefore, a decisive measure by the Airport authority to improve the service offered will increase the service quality rating at Mallam Aminu Kano International Airport.

Literature review of service quality concepts, models and scales

This research is a literature review of service quality concepts, models, and their organisation based on service quality measurement scales and operationalisation techniques. Services marketing literature is reviewed from 1938 to 2018; important service quality concepts and models are classified into major groups for better understanding of service quality measurement scales and operationalisation techniques. The study identified five important developments in the service quality literature: disconfirmation theory, gaps model of service quality, normative expectations-differential scale, ideal expectations-differential scale, and performance-only scale. Subsequently, based on measurement scales and operationalisation techniques, the literature is classified into six distinctive groups: industry/function specific scales, multiple gaps scales, hierarchical scales, internal and external scales, conceptual differentiation, and other approaches to service quality. These six groups are recommended to be used for classifying any research involving measurement and operationalisation of service quality. The study contributes to better understanding of service quality conceptualisation centred around measurement scales and operationalisation techniques.

Validating Public Governance Quality Measurement Scale with Application to Domestic Private Investment in Renewable Energy for Electricity Generation

Measurement scale plays an important role in academic research without which an instrument could not be developed. The goal of this study is to validate the measurement scale of public governance quality (PGQ) with application to renewable energy investment by means of comprehensive scale validation procedures. Data was collected from 357 individual key conventional energy stakeholders in Nigeria using survey questionnaires. Confirmatory Analysis (CFA) using SPSS version 25 and PLS-SEM version 3.8 was used to determine the reliability and validity of the measures of PGQ. The results from the study offer proof that the measurement scale of the PGQ has fulfilled the standards for reliability and validity. Practically, the validated scale introduced acts as a measurement for PGQ in the area of renewable energy domestic private investment. Also, the validated scale may be used to determine investors' view regarding PGQ in a country or entity as to whether the level of governance is below average, average or high which consequently influence renewable energy investment. Still, it may be used to determine the effect of PGQ on investment intentions and/or behaviours when engaging with domestic investors. In due course, the measurement scale will allow policy makers across the globe to adapt energy investment decisions that will draw domestic private investment particularly in renewable energy based on researches conducted using the scale.

Integrated store service quality measurement scale in omni-channel retailing

PurposeBrick-and-mortar store is an essential channel to deliver a seamless shopping experience and meet customer's dynamic needs in omni-channel retailing. This paper aims to understand customers' expectations of the integrated stores and develop a measurement scale to assess in-store service quality in omni-channel retailing.Design/methodology/approachGrounded theory methodology (GTM) is employed to obtain a clear picture of consumer expectations and preferences regarding the omni-channel brick-and-mortar integrated stores. Then, an integrated store service quality scale is proposed, refined and validated using a questionnaire survey and structural equation model (SEM).FindingsThe measurement scale is set to include seven dimensions: in-store environment, in-store technology, product information consistency, employee assistance, personalization, channel availability and instant gratification and return. The relationships among these seven dimensions and customer satisfaction and loyalty are also verified. According to SEM, product information consistency is more important for customer satisfaction while personalization contributes more to customer loyalty. The results demonstrate that by analysing the seven dimensions, retailers can better understand customers and further improve service quality.Originality/valueThis paper proposes a sufficient measurement scale for in-store service quality and fills the gap in omni-channel retailing by capturing its integration attribute.

New dimension in the Bank Service Quality (BSQ) measurement scale: An empirical investigation

New dimension in the Bank Service Quality (BSQ) measurement scale: An empirical investigation

Running event quality: conceptualization and measurement scale

This paper aims to develop event quality measurement scale in running event context. This particular type of track event became more popular in many countries in recent years. The Big Five destinations of running events: Berlin, Boston, Chicago, London, and New York are among those final destinations of runners around the world. To attract these runners, quality of the event would be the key success factor. For this paper, the measurement scale has been divided into three dimensions: physical environment, staff attitude and experience of runner after participating in the running event. Samples has been selected using, first, cluster sampling method according to the running event organized in Bangkok during March 2019. The Ultra Park Run Thailand 100 was selected due to the number of participants, approximately 5,000 runners, and it was the only big running event during that time. Second, 109 runners who participated in running events has been selected using simple random sampling method. There are 18 items for this measurement scale. The result of exploratory factor analysis illustrated that all items have factor loading more than 0.4 exempt one item, st-att5 has factor loading close to 0.4 with communalities is 0.268, thus it is deleted during this stage. Furthermore, result of reliability coefficient test shows that all dimensions have Cronbach’s a higher than 0.7. The alpha coefficient for physical environment dimension was 0.868, staff attitude was 0.821, and experience was 0.771. Therefore, all items are correlate to each other and it is sufficient to explain the running event quality construct.

Measuring moderating role of management information system on servqual dimensions for the attainment of quality health care services of public hospitals in kingdom of Saudi Arabia

The study proposes to determine the role of MIS, on SERVQUAL dimensions in hospitals and assess the quality of services offered compared to their expectations. SERVQUAL, (a customized service quality measurement scale) was employed to work on the dimensions, by which service quality was mostly evaluated in hospitals. Questionnaires were developed and 309 respondents constituted the sample for the study. The SPSS statistical tool was used, to examine, analyse and interpret data. The overall study concluded that the quality of MIS, in public hospitals of KSA, was not highly satisfactory.

Investigating the Relationship Between Service Quality and Brand Trust for Theme Park Reopening: The Mediation of Perceived Uniqueness

Service quality and brand trust are important characteristics of companies hoping to succeed in the theme park market. The present study explores the understanding of the linking role of service quality and brand trust. The purpose of this study is to investigate visitors’ brand trust of the theme park industry. That trust is the selected context for this research. Data are collected based on a combined sampling from 154 selected visitors. In order to enhance or maintain brand trust, theme parks must pay strict attention to service quality and uniqueness. This study draws on an extensive survey that took place at Chimelong Ocean Kingdom, immediately after the onset of the COVID-19 pandemic. The study firstly provides a model of THEMEQUAL as a unique service quality measurement scale for use in the Chinese theme park context. The results of this study indicate that a positive relationship exists between service quality and brand trust, which involves the mediation of perceived uniqueness.

The mediating effect of hope between psychological distress and quality of life in radiotherapy patients with cervical cancer

Objective To investigate the relationship between hope, mental suffering and quality of life in radiotherapy patients with cervical cancer, to provide the basis for the cancer patient′s psychological intervention. Methods A cross-sectional study of 120 cases of radiotherapy cervical cancer patients was conducted, using the psychological distress thermometer, Herth Hope Scale, Life Quality Measurement Scale for patients with cervical cancer to evaluate patients′ hope, quality of life and psychological distress. Results Radiotherapy cervical cancer patients′ psychological distress and hope were negatively correlated (r=-0.385, P <0.01), psychological distress and quality of life were negatively correlated (r=-0.602, P <0.01), hope and quality of life were positive correlation (r=0.711, P <0.01). Patients′ hope played partially mediated effect between psychological distress and quality of life, emotional status, functional status, played fully mediated effect between psychological distress and social family status. The Mediated effect sizes were 35.9%, 36.3%, 55.9% and 100.0%. Conclusions Psychological distress has not only a direct negative effect on the quality of life of cancer patients, but also an indirect negative effect through hope. During the Medical care, we should accurately assess of patient's psychological distress and hope, and take measures to help improve patients' hope and alleviate psychological distress, so as to improve patients′ quality of life. Key words: Cervical cancer; Psychological distress; Hope; Quality of life; Mediating effect

Are the Generic Scales Enough to Measure Service Quality of Mobile Banking? A Comparative Analysis of Generic Service Quality Measurement Scales to Mobile Banking Context

The purpose of this study is to examine the service quality in the mobile banking (m-banking) context using different generic service quality scales, and to see which one is most appropriate to examine service quality in this context. Data were collected through structured questionnaires from 323 m-banking users in India. Unidimensionality, reliability, validity, and variance explained were the major criteria of comparison for generic service quality measures. The findings indicate that no measurement scale is suitable to measure m-banking service quality. This study provides the managers of financial institutions with some clear insights into consumers’ service quality expectations of m-banking.

Efficacy and Safety of Oral Mucosa Protective Agent for the Management of Radiation-Induced Mucositis in Patients with Nasopharyngeal Carcinoma Receiving IMRT

To evaluate the efficacy and safety of oral mucosa protective agent for the management of radiation-induced mucositis in patients with locally advanced nasopharyngeal carcinoma receiving intensity modulated radiation therapy. A total of 90 patients were randomized to receive either oral mucosa protective agent Forrad (test group) or sodium bicarbonate brine (control group) during chemoradiation. Oral mucositis, quality of life, and oral pain were evaluated by Common Terminology Criteria for Adverse Events(CTCAE) 4.0, Oral Mucosal Assessment Scale(OMAS), EORTC life quality measurement scale(QLQ-C30, V3.0),0ral and pharynx pain score. All 90 patients enrolled, 87 were eligible for efficacy analysis. Compared with the control group, the incidence of oral mucositis (grade 2, grade 3) in the test group were significantly reduced（57% VS 84%，p<0.001；43% VS 67%，p<0.001）. The time of progress of oral mucositis (grade 1 to grade 2, grade 2 to grade 3, or grade 1 to grade 3) was longer in test group (p < 0.001, p = 0.016, p < 0.001), and the time of oral mucosa healing after the treatment was significantly shorter than that of the control group (26.83 ± 17.206 vs 34.67 ± 15.022, p = 0.026). The OMAS score of the test group was significantly lower than that of the control group for third weeks to sixth weeks after the end of the treatment (p < 0.05). The percentage of the weight loss of the test group was 8.66 ± 3.543 and the control group was 12.53 ± 4.284 (p < 0.001). The quality of life score (QLQ-C30) of the test group was lower than that of the control group for the second week to the third week after the end of the treatment (p < 0.05). The oral and pharyngeal pain score of the test group was lower than that of the control group for third weeks to second weeks after the end of the treatment (p < 0.05). No significant adverse events were observed. Oral mucosa protective agent obviously reduce oral mucositis incidence and severity, delay the occurrence of oral mucositis, improve the quality of life of the patients with locally advanced nasopharyngeal carcinoma during chemoradiation. It is safe for clinical application.

Developing a service quality scale in context of organized grocery retail of India

PurposeThe purpose of this paper is to check the reliability and validity of a well-acknowledged scale developed by Pratibha A. Dabholkar (1996) in the context of Indian organized grocery retail and also to identify new aspects of service quality with respect to grocery retail from literature that have not been taken into account in earlier studies and to finally develop a new scale to measure service quality of organized retail grocery stores with consultation from several experts.Design/methodology/approachIn order to achieve the objectives of the research, both descriptive and exploratory research designs have been employed such that a survey of 800 respondents was undertaken as part of descriptive research whereas exploratory research was conducted to add new dimensions to the existing service quality measurement model so as to develop a new comprehensive scale.FindingsThe results of the study suggest that all the five dimensions of Dabholkar’s model are not suitable to measure service quality in Indian organized grocery retail stores. Therefore, a new instrument with total four dimensions has been developed.Practical implicationsThe study is of great importance for the retailers as it offers a more comprehensive and specific scale to measure service quality of organized grocery retail stores.Originality/valueThis research supports and makes contribution to the previous research on development of service quality measurement scales in Indian context.

Building supply chain quality management theory from case study in China

In view of the inconsistency on the definition and key components of supply chain quality management (SCQM), this study is conducted to make up the deficiency. The research team collected the data using semi-structural interviews of four supply chains from food, toy, automobile and pharmaceutical industries in China. Based on within- and cross-case analysis, six key components of SCQM (supply chain leadership on quality, internal quality integration, strategic supply chain design for quality, upstream quality management system, downstream quality management system and product recall system) were identified. Finally, a definition and its holistic framework of SCQM were proposed. Compared with the existing research, the components identified in this study were more comprehensive, and it can facilitate the operationalisation of the construct and help to develop a high quality measurement scale. Practically, the SCQM framework proposed in this study will provide guidelines for the managers to build up an effective SCQM system.

Building supply chain quality management theory from case study in China

In view of the inconsistency on the definition and key components of supply chain quality management (SCQM), this study is conducted to make up the deficiency. The research team collected the data using semi-structural interviews of four supply chains from food, toy, automobile and pharmaceutical industries in China. Based on within- and cross-case analysis, six key components of SCQM (supply chain leadership on quality, internal quality integration, strategic supply chain design for quality, upstream quality management system, downstream quality management system and product recall system) were identified. Finally, a definition and its holistic framework of SCQM were proposed. Compared with the existing research, the components identified in this study were more comprehensive, and it can facilitate the operationalisation of the construct and help to develop a high quality measurement scale. Practically, the SCQM framework proposed in this study will provide guidelines for the managers to build up an effective SCQM system.

Assessing the Reliability and Validity of eSR-Q, an e-Service Recovery Quality Measurement Scale, from American Consumers’ Perspective

Assessing the Reliability and Validity of eSR-Q, an e-Service Recovery Quality Measurement Scale, from American Consumers’ Perspective