Measuring Service Quality Research Articles

Introduction to the APPQUAL scale for measuring perceived e-service quality of stock trading applications

PurposeDespite a significant rise in the adoption of online stock trading applications, the research on measuring and enhancing the service experience of customers is scarce. This paper aims to put forth a credible service performance measurement tool, APPQUAL, customized for stock trading applications.Design/methodology/approachThe paper is based on a multi-method research using qualitative and quantitative research. Further, structural equation modeling is used to establish constructs for measuring service performance.FindingsAPPQUAL is conceived and built to measure the service performance of stock trading applications. The APPQUAL measures service performance based on five unique dimensions – Safety Accuracy, Performance, Support and Usability associated with the perceived e-service quality of stock trading applications.Research limitations/implicationsThis study extends measurement scales for service quality measurement for a relatively new service of online stock trading applications. The scales are adapted as well as built with the help of an iterative process. The methodology is in line with the previous academic research, and the new scales developed can lead to further extensions to scale for different services.Practical implicationsThe APPQUAL tool developed as part of this study can be applied to assess service performance and perceived service quality of stock trading applications, which have leap frogged in terms of adoption but have also been met with criticism on poor customer experience. This study shall add to the body of knowledge of stock trading platforms to enhance service experience by targeting the right factors and underlying items. The efficacy and application of the tool have been demonstrated in this paper by applying it to Zerodha and Upstox, the two of the biggest online stock trading applications in India.Originality/valueThere is no research or tool available currently which focuses on the service quality of the new-age platform application of stock trading apps. This is especially glaring due to the large-scale adoption of these applications by Indian customers.

Improving the healthcare user experience: an optimization model grounded in patient-centredness

BackgroundPatient satisfaction and experience are key outcomes of healthcare and can be computed as powerful measures of service quality. Understand what affects them is essential for service quality improvement. Investigating whether the care setting (i.e., medical or surgical) can impact the patients’ perception of the quality can be also important for the actionability of this data. The aim is to explore which experiential factors should be prioritized to improve patient satisfaction with hospitalization service, using experience items as intermediate results and considering different settings.MethodsPatient-reported experience measures are used in an Italian region. This study uses the optimization approach to identify factors of healthcare user experience affecting and enhancing satisfaction.ResultsThe results confirm that, among the significant determinants of satisfaction, some specific experiential aspects emerged as the potential primary focus to be prioritized in improvement actions. These aspects vary according to the specific departmental area.ConclusionsThe study presents an optimization model directly informed by healthcare service users, utilizing their insights to drive healthcare delivery improvements. It emphasizes the necessity of not only collect patient perspectives but also applying different methodologies to understand what matters to patients and what interventions could be prioritized, and to strategically use diverse insights to enhance the delivery of healthcare services and patient experience and satisfaction.

Leveraging Azure Automated Machine Learning and CatBoost Gradient Boosting Algorithm for Service Quality Prediction in Hospitality

The importance of measuring service quality for business performance has been widely recognized in service marketing literature due to its pivotal influence on customer satisfaction and its long-term impact on customer loyalty. The SERVQUAL model, comprising five dimensions—reliability, assurance, tangibility, empathy, and responsiveness—provides a measurable framework for evaluating the overall customer satisfaction. This study endeavors to ascertain whether all SERVQUAL dimensions carry equal weight in their effect on the overall service quality and to estimate the service quality based on various input features. To achieve this, questions were framed to assess the impact of variables such as gender, age, marital status, highest level of education, and frequency of hotel stays. The importance of each feature relative to the five SERVQUAL dimensions was investigated using machine learning models, specifically, CatBoost and Microsoft Azure Automated Machine Learning (AutoML) studio. This study revealed that both CatBoost and Azure AutoML identified the frequency of hotel stays and age group as the dominant predictors of service quality. Additionally, Azure AutoML highlighted the marital status as a more significant factor, suggesting its potential influence on customer preferences. The comparative modeling results demonstrated a strong alignment between the feature importance derived from CatBoost and Azure AutoML, enabling decision-makers to identify which dimensions are influenced by specific predictors and focus on targeted improvements.

Manajemen Pelayanan Publik

This research discusses public service management in Indonesia with a focus on service quality, management implementation and performance measurement. Through a qualitative approach, this research reviewed various literature sources that identified factors that influence the quality of public services, such as technology, human resources and service processes. It found that the implementation of digital technology and e-government can improve efficiency and transparency, while the development of HR competencies through training is also very important. However, challenges such as inequality between urban and rural areas, cumbersome bureaucracy, and lack of professionalism of state apparatus are still obstacles. The research also emphasizes the importance of community participation in public service improvement. Overall, public service management in Indonesia requires continuous efforts in bureaucratic reform, improving the quality of human resources, and utilizing technology to realize services that are more efficient, transparent, and responsive to community needs.

The impact of product innovation and service quality on survival recovery of msmes: the mediating role of financial performance

Introduction: The innovation business model explores the development of micro, small, and medium enterprises (MSMEs) in Indonesia between two time periods. In describing the condition of MSMEs, those who regulate MSMEs and policymakers in general are expected to help small and medium-sized enterprises improve service quality and product innovation for performance during the pandemic. Methods: This study employs a quantitative and purposive sampling approach based on a questionnaire disseminated to MSMEs in Indonesia as the research object. Data analysis was conducted using Stata version 17 for multiple linear regression analysis and the classic assumption test with 218 respondents. There are two time periods, namely before 2019–2020 and during the COVID-19 pandemic in 2021–2022. Before and during the pandemic, the innovation business model of service quality and product innovation had a positive influence on MSMEs' performance in Indonesia. Results: This became clear when we compared the quality of service, product innovation, and customer loyalty separately, contrasting the regression results of the circumstances before and during the pandemic and their impact on Indonesian MSMEs. A service quality approach (SERVQUAL) was adopted to measure service quality, which discusses five quality aspects: tangibility, reliability, responsiveness, assurance, and empathy. Conclusions: This approach bears similarities to product innovation and performance variables, whose analyses parallel those of the quality-of-service variable.

PASSENGERS PERCEPTION TOWARDS SERVICE QUALITY OF INDIGO DOMESTIC AIRLINES

Service quality assesses how effectively a service organization delivers its offerings in comparison to customer expectations. It is important to measure service quality to understand the needs and wants of customers and to know whether they are satisfied after the service delivery. The study aims to evaluate the passengers perception towards the service quality of IndiGo Domestic Airlines. It also compares the service quality of IndiGo Domestic Airlines with the demographic details of passengers. SERVPERF model was used for measuring service quality of IndiGo airlines. The study found that the service quality of IndiGo Domestic Airlines is good and the passengers have good perception regarding the same. Here, assurance and empathy factors have highest mean score and hence these factors are highly contributing to ensure the service quality of the airline. There exists significant difference in the perception of different age group passengers. Passengers in the 41-60 age group have perceived low level of service quality on assurance and empathy as compared to other age group passengers.

Measuring service quality of the science education workshop using the SERVPERF model

Bringing science closer to the general public is a constant task that academics and researchers have the social commitment to perform with quality. This research evaluated the quality of the service provided by teachers during the “Educational Workshop Magic of Chemistry” at the Institute of Astronomy and Meteorology of the University of Guadalajara, using the SERVPERF model. The research had a quantitative, crosssectional, descriptive and non-experimental approach. The sampling was nonprobabilistic by convenience with 110 people, with a ratio of 5 questionnaires in relation to the 22 items of the instrument (Hair et al., 1999). The measurement instrument was validated with values above 0.700 of Cronbach's Alpha (Nunnally, 1978) and descriptive statistics were used to corroborate the normality of the data, the correlation between items and the five variables measured with the SERVPERF model.

Examining the Empirical Relationship Between Quality of Service (QoS) and Trust Mechanisms of Cloud Services

Service selection has emerged as a prominent challenge due to the flourishing demand for computing services and the dynamic nature of its resources. The increasing demand for cloud services makes it challenging to choose a provider offering equal services and facilities at costs that match those of competing providers. Apart from educating customers in the process of choosing cloud services, trust mechanisms include user reviews, reputation systems, and certifications assist to boost consumers’ confidence in cloud services. The service measurement index (SMI) offers a disciplined framework combining both functional and non-functional quality of service indicators concurrently, therefore easing decision-making. The main emphasis of the research is on the fundamental elements influencing the choice of cloud services in the present environment, the identification of extra characteristics of cloud services transcending SMI, and the identification of the most suitable approach for some services. By means of the measurement of customer enjoyment and experience, QoS traits provide some insight on the impact of trust mechanisms on service acceptance. Comparisons of SMI and QoS measurements before and after trust mechanism deployment provide insightful analysis. Empirical research guides these comparisons. This study aims to clarify the interactions among QoS, trust mechanisms, and cloud service adoption as well as highlight the implications these elements have for customers and service providers. Furthermore, presented in this paper is an algorithm using a comprehensive method to trust estimation in order to ascertain the degree of confidence worthiness of certain people.

The Effect of Total Quality Management on Service Quality, Price, and Customer Satisfaction at Kita-Kita Tour and Travel

This study aims to analyze the effect of Total Quality Management (TQM) implementation on service quality and price and its impact on customer satisfaction at Kita-Kita Tour and Travel. This study uses a quantitative method with a casual associative approach to measure service quality variables (X1), price (X2), and customer satisfaction (Y). Data was collected through questionnaires distributed to consumers who have used Kita-Kita Tour and Travel services, and was analyzed using SPSS software. Data that meets the validity, reliability, and classical assumption tests are then processed to produce a linear regression equation. The results of the analysis show that service quality and price partially and simultaneously have a positive and significant effect on customer satisfaction, so the hypothesis is accepted. The reliability test resulted in a Cronbach's Alpha value of 0.864, indicating that the data obtained is reliable. Based on this research, it shows that the implementation of TQM has a positive impact on service quality and price, which in turn increases customer satisfaction.

Analysis of Customer Satisfaction Levels Towards the Parking System at Ittelkom Surabaya using Servqual Methods

ITTelkom Surabaya is a campus that was established in 2018. The increasing number of students can affect the quality of parking lots that can be accommodated. Based on data on parking attendants' quality and service satisfaction, students feel dissatisfied due to the many shortcomings in the facilities and quality of service in parking at ITTelkom Surabaya. This study aims to measure service quality and analyze which factors affect customer satisfaction with the parking system at ITTelkom Surabaya. This research is conducted using quantitative analysis with the Servqual method. Questionnaire forms were distributed to parking lot users in data collection, and the data were collected from students. The existence of this research can be used as an evaluation material to develop the satisfaction of the parking system as measured. The results showed that measuring the service quality of the vehicle parking system at ITTelkom Surabaya still needs improvement. The gap value in some statement attributes shows that the parking system's customer service quality still needs to meet expectations. Then, the factors that impact customer satisfaction with the parking system at ITTelkom Surabaya are the variables X1 (Tangible) and X3 (Responsiveness). Both variables have a low significance T-test value, so there needs attention to improving and evaluating the parking system at ITTelkom Surabaya to fulfill customer wants and needs.

Setting standards in residential aged care: identifying achievable benchmarks of care for long-term aged care services.

Benchmark is an important aspect of quality measurement and evaluation of long-term care services (LTCS) performance. In this study, we aimed to estimate achievable benchmarks of care (ABC©) for 12 quality indicators used to monitor the quality of care in Australian LTCS and to identify LTCS characteristics associated with attaining the estimated ABC. A cross-sectional study was conducted using integrated population-based datasets from long-term care, health care, and social welfare sectors within the Registry of Senior Australians (ROSA) National Historical Cohort. All LTCS residents in 2019 were included. Twelve risk-adjusted quality indicators were examined. ABC were defined as the performance level of top-ranked LTCS, including those sequentially from rank 1 onward, until the combined number of residents included at least 10% of all residents nationally. Indicator-specific ABC for 2019 were estimated using Bayesian-adjusted performance fraction ranking. Logistic regressions estimated LTCS characteristics associated with ABC attainment. 2746 LTCS and 244 419 residents (≥65 years) between 1 January 2019 and 31 December 2019 were included. The cohort was mostly female (65%), with a median age of 86 years, and 56% had dementia. The ABC provide performance targets based on the observed levels of top-performing LTCS. The ABC for premature mortality (0.007%), weight loss hospitalizations (0.1%), pressure injuries (0.2%), delirium and dementia hospitalizations (0.2%), and medication-related adverse events (0.4%) were lower than 1% and attained by 17-59% of LTCS. The ABC for fractures (1.3%), falls (3.9%), and emergency department presentations (5.1%) were between 1 and 5% and attained by 7-11% of LTCS. The ABC for antipsychotic use (10.5%), chronic opioid use (12.6%), high sedative load exposure (26.8%), and antibiotic use (47.8%) were between 10 and 50% and met by 6-7% of LTCS. Smaller LTCS and government-owned LTCS were more likely to achieve the ABC compared to medium, larger, private, and not-for-profit LTCS. This is the first national estimation of ABC for Australian LTCS, identifying real-world examples of LTCS with relatively better national performance. The ABC are realistic goals for LTCS improvement efforts. They can be leveraged as national standards in quality monitoring reports and incentive programs. Smaller and government LTCS were generally more likely to attain ABC.

Measuring service quality based on consumers’ evaluation of services in competitive markets

Previous research recommends using measurement models of service quality such as SERVQUAL and SERVPERF. However, these models may be insufficient for measuring service quality in competitive markets, as they do not account for comparisons between competitive services. This paper proposes a new model for measuring service quality based on two comparison processes that consumers use: internal and longitudinal comparison versus external and cross-sectional comparison. The former involves comparing the experienced quality to the expected quality of a focal firm, while the latter involves comparing the experienced quality of the focal firm and that of other firms. This paper shows that internal and longitudinal comparison significantly influences customer satisfaction through external and cross-sectional comparison. It also highlights the advantages of the new model and advocates for its use in competitive markets. By comparing these dual comparison processes, the proposed model offers a more comprehensive and nuanced understanding of service quality assessment in competitive market environments.

Analisis Kepuasan Pengguna Sistem Informasi Manajemen Rumah Sakit Pelni dengan Metode SERVQUAL (Service Quality)

This study aims to analyze user satisfaction with the Hospital Management Information System (SIMRS) implemented at Pelni Hospital using the SERVQUAL (Service Quality) method. The SERVQUAL method is used to measure Service Quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research was conducted by distributing questionnaires to 31 respondents, including patients, medical staff, and administrative staff who actively use SIMRS. The results indicate that, overall, the quality of SIMRS services at Pelni Hospital is categorized as "Good" across all dimensions measured. The reliability dimension scored the highest (4.13), indicating that the system is reliable in providing services as promised. The assurance (4.06) and empathy (3.94) dimensions also received good scores, indicating that users feel safe and well-attended while using the system. However, the responsiveness (3.77) and tangibles (3.87) dimensions showed areas for improvement, such as the speed of response to user requests and improvements in the system's physical appearance, which can affect user comfort. The conclusion of this study is that SIMRS at Pelni Hospital provides adequate and satisfactory services, but improvements in the responsiveness and tangibles aspects are necessary to enhance overall user satisfaction.

Recurring Network Node Performance Evaluation Model for Enhancing the QOS Levels in 6G Enabled WSN

Among the many promising qualities of the Sixth Generation (6G) are its ultra-dense connection, integrated sensing and communication, secure communication, very high data rate, energy and spectrum efficiency, and ultra-reliable low latency communication. Novel approaches to environmental protection and resource monitoring have evolved with new forms of communication networks made possible by technological advancements. When it comes to environmental research and science, 6G enabled Wireless Sensor Networks (WSNs) plays a key role. There are several fields that can benefit from WSNs, including robotics, environmental monitoring, medicine, and the military. The Quality-of-Service (QoS) is a critical concern in wireless sensor applications because to the increasing demand for their use in various domains. Because the resources accessible from sensors and the many applications operating over these networks have varied limits in nature and requirements, ensuring QoS in WSNs is complex and increasingly demanding. Delays, throughput, jitter, and other network-level indicators used to be the main focus of QoS efforts. In this research, a model for providing suitable QoS measures for WSN is proposed, including service, reliability, and availability, all of which contribute to the preservation of high-quality service. Availability, Dependability, and Serviceability are the parameters considered for providing QoS. 6G wireless networks are largely focused on enhanced intelligence, synchronization of resources and topology from beginning to end, and the inherent support for high-bandwidth, low-latency communication. With these features, cyber physical user experiences that are rich in context are feasible. As a result, defining and identifying the function of quality of experience in 6G networks is crucial, particularly for network administration. To optimize application service satisfaction, a WSN should learn to govern the network's overall performance based on QoS characteristics, which guarantee the transfer of information. This research proposes a Recurring Network Node Performance Evaluation Model (RNN-PEM) for enhancing the QoS levels in 6G enabled WSN. The proposed model when compared with the traditional models, provided enhanced QoS levels.

Analisis Kualitas Layanan Jaringan Internet di Cv. Asri Jaya Mandiri dengan Metode QoS (Quality Of Service)

This study aims to analyze the quality of internet service at CV. Asri Jaya Mandiri using the Quality of Service (QoS) and SERVQUAL methods. QoS measures network performance based on parameters such as throughput, delay, jitter, and packet loss, while SERVQUAL evaluates employees' perceptions and expectations across five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The analysis reveals significant gaps, particularly in reliability and empathy, with unstable connections and inadequate access speed being the primary issues. To improve Service Quality, the study recommends infrastructure upgrades, increased bandwidth, and enhanced communication within the IT team. Implementing these measures is expected to ensure smooth operations, improve employee satisfaction, and enhance the company’s competitiveness.

A structural model of customer experience in rural tourism

Purpose The purpose of this study is to explore the diversification of agricultural management for development in rural tourism. Excellent service has been standardized in response to society becoming more service-oriented. However, the structure of customer evaluations of services in rural tourism and their association with customer satisfaction and customer delight remain under-investigated. Design/methodology/approach This study used survey data from the general consumer population in Japan and used SERVPERF to measure service quality post-service, focusing on rural tourism experiences. The author analyzed the mechanisms of service quality leading to customer satisfaction and value co-creation, and value co-creation leading to customer delight and the effects of customer delight compared with those of customer satisfaction, using structural equation modeling. Findings Enhancing services strongly influenced excellent services, which were considered to generate customer delight. Compared with customer satisfaction, customer delight was inferred to lead to higher customer loyalty. The results indicated that core services generated customer satisfaction, whereas enhancing services generated customer delight. Practical implications These findings provide important insights into the provision of services in rural tourism, which is becoming prevalent in society, and contribute to the diversification of agricultural management. Originality/value The originality of this study lies in the adoption of rural tourism to diversify farm management, revealing its structure as an experience that leads to customer delight through value co-creation. The author showed that customer experience as a form of value co-creation in rural tourism can lead to the creation of excellent services.

Machine learning-based lean service quality improvement by reducing waiting time in the healthcare sector

PurposeThe study presented healthcare service quality, lean thinking and Six Sigma to enhance patient satisfaction. Moreover, the notion of machine learning is combined with lean service quality to bring about the fundamental benefits of predicting patient waiting time and non-value-added activities to enhance patient satisfaction.Design/methodology/approachThe study applied the define, measure, analyze, improve and control (DMAIC) method. In the define phase, patient expectation and perception were collected to measure service quality gaps, whereas in the measure phase, quality function deployment (QFD) was employed to measure the high-weighted score from the patient's voice. The root causes of the high weighted score were identified using a cause-and-effect diagram in the analysis phase.FindingsThe study employed a random forest, neural network and support vector machine to predict the healthcare patient waiting time to enhance patient satisfaction. Performance comparison metrics such as root-mean-square error (RMSE), mean absolute error (MAE) and R2 were accessed to identify the predictive model accuracy. From the three models, the prediction performance accuracy of the support vector machine model is better than that of the neural network and random forest models to predict the actual data.Practical implicationsLean service quality improvement using DMAIC, QFD and machine learning techniques can be generalized to predict patient waiting times. This study provides better realistic insights into patient expectations by announcing waiting times to enable data-driven service quality deliveries.Originality/valuePrior studies lack lean service quality, Six Sigma and waiting time prediction to reduce healthcare waste. This study proposes lean service quality improvement through lean Six Sigma (LSS), i.e. DMAIC and machine learning techniques, along with QFD and cause-and-effect diagram.

Emotional Intelligence as a Strategic Driver of Competitive Advantage and Service Quality in the Banking Industry

This research aims to determine whether emotional intelligence (EI), particularly in government-owned commercial banks, is a valid measure of service quality in the banking sector. The study aims to ascertain how emotional intelligence (EI) raises the caliber of services, with a particular emphasis on the departments of operations, credit, and customer service. Using a quantitative methodology, data were collected through purposive sampling from 284 employees in particular bank branches in Kathmandu. The findings show that emotional intelligence (EI) and service quality are highly correlated. Workers with higher EI are more adept at managing their emotions, positively relating to clients, and offering superior customer service. Self-awareness, social awareness, and relationship management are crucial in enhancing service quality, with relationship management exerting the most significant influence. The study's limited scope focusing only on government-owned banks in a particular area may restrict its applicability opening up new avenues for future studies on emotional intelligence in private banking and other sectors of the economy.

Kajian kepuasan penumpang pengguna face recognition pada sistem boarding pass di Stasiun Madiun

This study aims to evaluate passenger satisfaction with the use of Face Recognition technology in the boarding pass system at Madiun Station. This technology was adopted to improve the efficiency of the boarding process and reduce queues, but it still creates different perceptions among users regarding its convenience. The study used the SERVQUAL method to measure service quality with five main dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data was collected through questionnaires to 100 respondents, long-distance train users who boarded from Madiun Station. The results showed a gap between user expectations and system performance, especially in the Tangibles and Reliability dimensions. This study recommends improvements in the operation of Face Recognition technology and increased socialization to passengers to better understand and accept this system.

Analisa kualitas pelayanan menggunakan metode Service Quality (Servqual) dalam meningkatkan kepuasan nasabah (Study kasus: Bank Mandiri)

PT Bank Mandiri is a company engaged in banking, insurance, and e-commerce. This study employs factor analysis to process the data, where this technique is used to group measurement indicators in the service quality measurement tool (Servqual) based on the proximity of each tested indicator. This study uses SERVQUAL, which consists of five dimensions to measure customer satisfaction with service companies, namely: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The calculation of thegapvalue per dimension shows that the Responsiveness dimension has the highestgapvalue of 0.56, indicating that this dimension has met respondents' expectations. The overallgapcalculation shows that the overallgapvalue is 1.74, which means that the quality of service provided by PT Bank Mandiri Cabang Bekasi Juanda fully meets the needs and desires of the respondents. Based on the results of the research conducted to measure the service quality at PT Bank Mandiri Cabang Bekasi Juanda, it can be concluded that the calculation results using the Service Quality method show that the average actual value of customers is 71.32 and the average expected value of customers is 69.58, resulting in a positivegapvalue of 1.74, which indicates that customers are satisfied with the services provided by PT Bank Mandiri Cabang Bekasi Juanda