Service Quality Dimensions Research Articles

Impact of Service Quality on Customer Satisfaction in Boutique Hotels

Purpose: The aim of the study was to assess the impact of service quality on customer satisfaction in boutique hotels. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study revealed that high-quality service significantly enhances customer satisfaction, leading to increased loyalty and repeat patronage. Key dimensions of service quality, such as responsiveness, reliability, assurance, empathy, and tangibles, play crucial roles in shaping guests' perceptions. For instance, personalized attention and unique, aesthetically pleasing environments typical of boutique hotels contribute positively to the overall guest experience. Additionally, well-trained, courteous staff and prompt service responses further elevate satisfaction levels. The intimate and distinctive atmosphere of boutique hotels allows for tailored experiences, which are highly valued by guests seeking exclusivity and comfort. Ultimately, superior service quality not only meets but often exceeds guest expectations, fostering a strong emotional connection and ensuring that customers are not only satisfied but also likely to advocate for the hotel through positive word-of-mouth and online reviews. This relationship underscores the necessity for boutique hotels to continually invest in service quality improvements to sustain and enhance customer satisfaction in a competitive market. Implications to Theory, Practice and Policy: Servqual model, expectation-confirmation theory (ECT) and Herzberg’s two-factor theory may be used to anchor future studies on assessing the impact of service quality on customer satisfaction in boutique hotels. Boutique hotels should prioritize ongoing training programs that focus on key service quality dimensions, such as responsiveness and empathy. Policymakers should work with industry stakeholders to establish clear service quality standards specific to boutique hotels.

The Indonesian youth tourist motivation intention to visit Phuket: a post Covid-19 study with the moderating role of health risk using SPSS PROCESS macro (Model 1)

Purpose There are two goals for this study. Firstly, this study aims to understand the impact of various youth tourist motivations, such as Muslim amenities, Islamic product travel, attraction, perceived value and service quality, on the intention to visit Phuket. Secondly, this study aims to determine whether or not young people's perceptions of health risks influence their motivations and decisions to travel to Phuket in the wake of the COVID-19 pandemic. Design/methodology/approach This study used a quantitative methodology, using nonprobability convenience sampling to collect responses from 249 Indonesian youths who intended to visit Phuket after the COVID-19 pandemic. Hayes' (2018) SPSS PROCESS macro (Model 1) was used to test the research model. Findings The findings showed that the intention to travel was significantly affected by factors such as Muslim amenities, Islamic product travel, attraction, perceived value and service quality. Furthermore, the perceived health risk moderated three dimensions of Islamic product travel, perceived value and service quality on intention to visit. Research limitations/implications This study is limited to a sample of Indonesian youth tourists and the impacts of motivation (Muslim amenities, Islamic product travel, attractiveness, perceived value and service quality) and the moderating influence of health risk on the desire to visit Phuket. Originality/value This study sheds insight into the influence of several young tourists' motives on the intention to visit Phuket and the moderating role of perceived health risks. The findings provide essential insights for marketing strategies and the development of the international destination. Specifically, the study suggests developing products with Islamic attributes, emphasising the attraction factor and improving perceived values. The study also provides a model that demonstrates how religious values can affect an individual's decision-making process.

Classifying and Validating Metahuman Service Quality Dimensions: A Mixed-Method Study

With the development and integration of artificial intelligence (AI) and virtual reality technology, metahuman powered by AI is gradually becoming an important force in service marketing. Considering the novel characteristics of metahuman services, this study aims to identify and validate the core dimensions of the metahuman service quality. Online review analysis, multiple regression analysis, and fuzzy-set Qualitative Comparative Analysis (fsQCA) were employed to analyze data in this study. The results show that nine dimensions of metahuman service quality, including stability, complementary, efficiency, continuous improvement, empathy, accessibility, personalization, cultural sociability, and fault tolerance, significantly contribute to customer satisfaction. Moreover, the results suggest that there are five multiple and equally effective combinations of metahuman service quality dimensions that can achieve high consumers’ satisfaction. This study contributes to the avatar literature by unveiling the complexity behind the adoption of AI-powered avatar. It also offers meaningful practical implications for marketing managers to optimize the combination of metahuman service quality.

Quality Assessment of a Learning Resources Centers' Services at Omani Private Schools Using SERVQUAL Scale

The increasing role of learning resources, electronic publishing, and the emergence of new innovations in LRCs necessitate significant changes in educational schemes, systems, methods, and resources. Studies highlight the significance of a school resource center in aiding students and teachers in designing, producing, using, and delivering resource materials, improving classroom environments, and providing a diverse range of learning resources. This study examines the perceived and expected service quality at the Learning Resources Center of Seeb International School in Oman. As well as investigating the significant differences in service quality due to some variables (gender, job, and experience). Utilizing the SERVQUAL model, the research explores five dimensions of service quality: reliability, responsiveness, assurance, tangibility, and empathy. The sample group comprised 15 participants, including teachers and administrators. The findings indicate that participants at Seeb International School's LRC perceive a higher level of service quality than predicted by the SERVQUAL model, with favorable opinions and high mean scores suggesting their expectations have been met or exceeded. The analysis reveals that gender does not significantly impact perceived service quality, but job category influences perceptions, with administrators rating service quality lower than teachers. Additionally, experience plays a significant role, as participants with more experience rate service quality higher than those with less experience. These results contribute to understanding service quality at the LRC of private schools in Oman and provide valuable insights for school administrators to enhance their learning resource services.

The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia

This research involved 397 participants selected through stratified and simple random sampling methods. The objective was to assess the influence of service quality delivery on customer satisfaction within Nekemte Town Police Administration, utilizing the SERVQUAL model. To fulfill this goal, a quantitative research study incorporating both descriptive and causal (inferential) research designs was conducted. Questionnaires with a five-point Likert scale were employed, drawing from the annual target population of 51,480 Nekemte Town Police Administration customers. Data was gathered through personally administered questionnaires, and subsequent analysis was performed using the Statistical Package for the Social Sciences (SPSS) version 27, employing descriptive and inferential statistics. The findings indicated minimal customer satisfaction, making it challenging to precisely determine customers' expectations and perceptions regarding service quality dimensions. Notably, all service quality dimensions positively influenced satisfaction levels. Specifically, responsiveness, assurance, and empathy emerged as significant contributors to customer satisfaction, while reliability and tangibility had a comparatively lesser impact. In light of these results, the researcher recommends that the Nekemte Town Police Administration implement training, corrective measures to enhance responsiveness, motivational initiatives, and the utilization of fault-free technologies to improve overall customer satisfaction.

Measuring health services quality: Nurses’ perceptions and the SERVPERF scale

This study aimed to assess service quality in the health-care sector by employing the SERVPERF scale, with a particular focus on the perceptions of nursing staff, which have a significant impact on patient care. Utilizing the SERVPERF scale, this research investigates the perceived quality of health services in hospitals and examines the predictors of service quality based on the scale’s dimensions and items. The five dimensions under consideration include tangibility, reliability, responsiveness, empathy, and assurance. The data were collected from a sample of 214 nurses who completed the research survey to determine their perception of service quality. The questionnaire demonstrated high reliability, with an overall Cronbach’s alpha value of 0.72. The study was conducted in private hospitals situated in Yemen’s largest city. The findings revealed that the dimensions of health-care service quality were highly rated, with the safety dimension scoring the highest and the reliability dimension scoring the lowest. These results have significant implications for measuring health-care service quality. Although the study is limited by the use of a sample from five hospitals in nursing departments, the findings offer valuable insights for health-care sector leaders to assess service quality in hospitals.

Perceived Quality of Service in Tourist Transportation in the City of Baños de Agua Santa, Ecuador

This study investigates the perceived quality of tourist transportation services in Baños de Agua Santa, Ecuador, utilizing the SERVQUAL model to assess service quality. Through an examination of the gap between tourists’ expectations and their actual experiences, the research aims to evaluate service quality. A survey of 203 tourists who utilized the “Chivas” tourist ground transportation service forms the basis of the analysis. The findings reveal significant negative gaps across all dimensions of service quality, indicating a shortfall in meeting tourists’ expectations. Notably, the reliability dimension exhibits the most pronounced gap, highlighting the importance of fulfilling service commitments to cultivate trust. The study underscores the crucial role of service quality in the tourism sector and proposes targeted improvements, including enhancing facility modernity, providing staff training, and enhancing service responsiveness and reliability. Addressing these gaps has the potential to enrich the tourist experience, bolster the positive image of transportation services, and enhance the city’s appeal.

Elevating service startup survival through strategic service quality

PurposeThe purpose of this paper is to unravel the specific service quality dimensions that significantly influence startup survival, providing actionable insights for service managers and entrepreneurs.Design/methodology/approachEmpirical data were collected from 372 service startups over a period of seven years. The Cox proportional hazard model was used to analyze the data.FindingsThe results indicate that the tangible dimension of service quality emerges as the most critical determinant of startup survival. Additionally, the reliability and responsiveness of the service also significantly affect startup survival. Furthermore, the assurance and empathy dimensions have a positive, albeit modest, influence on the survival prospects of service startups.Research limitations/implicationsThis study contributes to the service literature by investigating the relative importance of each dimension of service quality in relation to the survival of service startups.Practical implicationsThe empirical findings empower service startups to make informed decisions, allocate resources judiciously and prioritize aspects of service quality that have a significant impact on their survival and success.Social implicationsThe social implications indicate the significance of service quality dimensions not only for the success of service startups but also for the overall well-being of customers, local economies and the competitive landscape of the service sector.Originality/valueThis study contributes to service science by uniquely highlighting the critical role of tangibles in startup survival, challenging conventional beliefs about the primacy of service reliability.

Determinants of consumer satisfaction with green e-marketing of international fast foods chains using service quality dimensions and happiness approach: a case study from urban Pakistan

Determinants of consumer satisfaction with green e-marketing of international fast foods chains using service quality dimensions and happiness approach: a case study from urban Pakistan

Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery

PurposeBased on the stereotype content model (SCM), this study aims to enrich comprehension of virtual service assistant (VSA)-enabled service delivery through two pivotal avenues. Firstly, it aims to conceptualize and test the fundamental mechanism underlying how businesses deploy services using VSAs. Secondly, this study explores whether the paradigms of service co-creation versus service recovery differentially impact customers’ perceptions of warmth and competence in VSA-enabled service delivery.Design/methodology/approachThis study used a one-factorial (service paradigm: service co-creation vs service recovery) field experiment. Covariance-based structural equation modelling was used to analyze the data.FindingsThe results show that VSA service quality dimensions impact satisfaction for service co-creation and both trust and satisfaction for service recovery. The stronger link that mediates this effect is competence for service co-creation and warmth for service recovery.Originality/valueThis research extends the understanding of SCM to VSA-enabled services and shows the asymmetries of mediation between the paradigms of service co-creation versus service recovery to suggest the most effective approach for VSAs to successfully meet customer requirements for establishing trust and satisfaction.

The Relationship between the Level of Satisfaction of Blood Delivery Workers with Five Dimensions of Service Quality at UDD PMI Bekasi Regency in 2023

(1) Hospital Blood Bank (BDRS) is one of the health service facilities to meet the needs of blood transfusions of patients but does not rule out the possibility that blood stocks in BDRS are not available so they require assistance from the Indonesian Red Cross Blood Donor Unit (UDD PMI) in meeting the blood needs of patients. UDD PMI Bekasi Regency is carried out almost every time, regardless of the time and weather at that time. Blood collection is usually done by special officers from the hospital. This officer is what connects the chain of blood requests BDRS to UDD PMI Bekasi Regency, where later the officer will carry out blood retention and memory. (2) This research aims to determine the level of ability to use five dimensions quality services to have reliability, response, empathy, and blood transmission in UDD PMI District Bekasii. (3) Methodology This study by distributing questionnaires to 52 blood delivery officer respondents, data processing using data analysis of satisfaction index and ordinal logistic regression, namely simultaneous tests, partial tests, and model conformity tests (Hosmer-Lemeshow Goodness-of-fit Test). (4) The results of this study show that the level of satisfaction of blood delivery officers is based on five dimensions of satisfaction with UDD PMI district services. Bekasi has very satisfactory criteria.

Kepuasan Pelanggan pada Kualitas Layanan Bengkel Amien Jaya Motor Bangkalan

The aim of the study was to determine the effect of the dimensions of service quality which include tangibles, reliability, responsiveness, assurance and empathy on customer satisfaction at the Amien Jaya Motor workshop. This study used a quantitative method with a survey research type. This research was conducted at the Amien Jaya Motor Workshop involving 97 people or a questionnaire. Based on the results of the t test on tangible variables it has a significant effect on customer satisfaction while the t test on the reliability variable has a significant effect on customer satisfaction for the t test on the responsiveness variable also has a significant effect on customer satisfaction. In the t-test, the assurance variable has a significant effect on customer satisfaction, while in the t-test, the empathy variable also has a significant effect on customer satisfaction. Based on the results of the elaboration above, the quality of service which includes (Tangibles, Reliability, Responsiveness, Assurance, and Emphaty has a positive and significant simultaneous effect on customer satisfaction at Amien Jaya Motor (AJM) workshops). This can be proven by the results of the partial test (t test) the result shows that the f-count value is greater than the f- table so that it can be concluded that service quality affects customer satisfaction.

The Effect of Service Quality Dimensions, Perceived Value, Customer Satisfaction, and Brand Love toward Customer Retention on First Media’s Subscribers

In the dynamic telecommunications sector, customer retention is of paramount importance for companies like First Media in Indonesia, given the rapid technological advancements and increasing demand for high-quality services. This study explores the factors influencing customer retention, including service encounter communication, internet service quality, service convenience, perceived value, customer satisfaction, and brand love. Service encounter communication, service convenience, and internet service quality are examined in relation to their effect on perceived value, customer satisfaction, and customer retention. A comprehensive survey was conducted using Google Forms, with 49 indicators distributed across these variables, and data analysis was performed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results indicate that service encounter communication has a positive and significant effect on perceived value, customer satisfaction, and customer retention. Service convenience positively affects customer satisfaction but does not affect perceived value or customer retention. Internet service quality has a positive influence on perceived value. Perceived value enhances customer satisfaction, leading to improved customer retention and brand love, which in turn positively influences customer retention. This study provides valuable insights for First Media to enhance customer retention and satisfaction. However, it has limitations in terms of variable selection and testing, suggesting opportunities for future research to explore additional factors contributing to customer retention and brand management.

Service Quality Dimension and Its Importance for Indonesia Health Care Provider Improvement

Service Quality Dimension and Its Importance for Indonesia Health Care Provider Improvement

ANALISIS PENANGANAN KELUHAN PELANGGAN DI PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA HIDAYAH KOTA BENGKULU

Responsiveness is one of the dimensions of service quality that is important for assessing the extent to which service providers can respond to customer requests and complaints quickly and appropriately. This research aims to determine the responsiveness of public services in handling customer complaints at PDAM Tirta Hidayah, Bengkulu City. The method used in this research is a qualitative method with a descriptive approach. The theory used in this research is the Responsiveness theory from Zeithml, using 4 theoretical indicators, namely, ability to respond to society, speed of service, accuracy of service, and timeliness of service. The results of the research show that PDAM Tirta Hidayah, Bnegkulu City has attempted to increase responsiveness in handling customer complaints, but based on findings in the field, PDAM Tirta Hidayah still lacks response in terms of timeliness in making service improvements to customers. These findings are expected to provide input for PDAM Tirta Hidayah in improving service quality and customer satisfaction. Keywords: Responsiveness, Public Service, Customer Complaints

Exploring the Usage Effectiveness of a Nursing Charge System.

The nursing charge system for inpatient accounting has been utilized in healthcare institutions for years. However, the level of its effectiveness in meeting the needs of nursing services, including further development, has not been systematically evaluated. A cross-sectional study based in Delone and McLean's information system success model was applied to explore the level of effective nursing charge system usage across the five dimensions of system quality, information quality, service quality, user satisfaction, and net benefits. We conducted a survey of the inpatient units of a medical center in Taiwan from June 23, 2021, to July 23, 2021. A total of 214 valid questionnaires were collected. Using a 5-point Likert scale, the dimension with the highest score was information quality (3.71), followed by service quality (3.37), user satisfaction (3.36), net benefits (3.31), and system quality (3.23). Older nurses ( r = -0.176) and those with more clinical experience ( r = -0.151) viewed the nursing charge system as having less information quality. The comfort level with using the computer was positively associated with system quality ( r = 0.396), information quality ( r = 0.378), service quality ( r = 0.275), user satisfaction ( r = 0.417), and net benefits ( r = 0.355). The opinions of nurses are vital. User feedback and advice should be investigated regularly to achieve system optimization.

Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia

In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucial for building customer loyalty. This paper aims to demonstrate and investigate the service quality using the SERVQUAL model, specifically in the context of Malaysia's Starbucks outlets. To gather real-time data, this paper employs a questionnaire-based survey. A total of 221 questionnaires were distributed to the public. Following data collection, the obtained data is analyzed using SPSS software. Additionally, this paper offers insights into the current state of Starbucks in Malaysia and proposes practical actions to enhance service quality. The objective is to not only attract and retain customers but also cultivating customer loyalty within the competitive coffee chain industry. By focusing on the SERVQUAL model, this research seeks to identify the key dimensions of service quality that significantly impact customer loyalty. These insights are essential for Starbucks to make informed decisions and implement effective strategies to elevate its service quality.

Drivers and outcomes of airline passenger satisfaction: A Meta-analysis

In the competitive environment of air transport management, airline passenger satisfaction is critical to customer loyalty, operational feedback, financial performance, and regulatory compliance and rankings. Research on airline passenger satisfaction has evolved and matured, shaped by industry dynamics and passenger expectations. However, only some studies have systematically assessed the key drivers and outcomes of airline passenger satisfaction. Consequently, this research provides a meta-analysis of the relationships between the critical drivers of passenger satisfaction and attitudinal and behavioural outcomes within the airline industry. A meta-analysis of 95 empirical studies revealed that perceived service quality and perceived value positively impact passenger satisfaction, with varying effect sizes. Passenger satisfaction had a significant direct and indirect effect on various behavioural intentions and on the willingness to recommend an airline, with gender moderating the relationship between perceived value and satisfaction. Among the perceived service quality dimensions, in-flight service had the greatest effect and was critical to passenger satisfaction. A conceptual model containing mechanisms to achieve affirmative behavioural responses through passenger satisfaction is provided for airline practitioners to formulate long-term success.

Service Quality and Personal Attitudes as Predictors of Overall Satisfaction with Public Buses: A Case Study in Kathmandu, Nepal

This study analyzes the effects of certain variables on bus service quality (SQ) and how SQ and personal attitudes affect satisfaction with public buses. A total of 552 responses were collected using a questionnaire that captured socioeconomic and trip characteristics, satisfaction ratings for SQ attributes, and the personal attitudes of consumers. Factor analysis was used to uncover unobserved latent features and to generate two measurement models: for SQ and for personal attitudes of bus users. Three latent variables (“information, safety and security”, “comfort”, and “accessibility/availability”) were observed that signify SQ. Simultaneously, two latent variables (perceived value, and behavioral intention and involvement) were obtained representing the attitude of customers. A structural equation modeling method was employed to compute interconnections among these variables. Information and safety and security had a major influence on SQ followed by comfort and accessibility/availability. Similarly, perceived value had a greater impact on personal attitudes than that on behavioral intention and involvement. Findings also show that evaluating overall SQ is better explained when consumers rate the service quality of buses after knowing about the various attributes. Findings revealed that the overall satisfaction of customers with bus services was influenced more by SQ-related attributes than by personal attitudes. The study also provided insights into public bus service quality improvements that must be emphasized and enhanced to increase ridership. This understanding of connections among SQ, personal attitudes, and overall satisfaction can assist transit officials in developing effective strategies and investment plans to meet the needs of passengers and boost customer satisfaction with public buses.

Applying the Kano model and QFD to improve the service quality of Kinmen County government’s overseas residents service centers in Taiwan

This study explores the attributes of service quality for overseas residents provided by island county governments, using the example of the Kinmen County Government’s service center in central Taiwan. This research aims to identify key service elements that can enhance the satisfaction of Kinmen overseas residents. Drawing upon the SERVQUAL scale and a comprehensive literature review, service quality is divided into five dimensions: “administrative service,” “life counseling,” “information provision,” among others, comprising 24 service quality elements. A total of 311 valid questionnaires were collected through a survey, and Kano’s two-dimensional quality and IPA analysis were used to classify service factors. The Kano two-dimensional quality analysis revealed that “employment counseling,” “entrepreneurship counseling,” and “setting up service counters at airports and terminals during festivals” belong to attractive quality. Nine elements were classified as “one-dimensional quality” and “must-be quality,” including “one-stop service,” “exclusive consultation hotline,” and “exclusive website reveals information.” Through Quality Function Deployment (QFD), service elements that align with Kano’s two-dimensional quality and IPA priority improvement were selected for detailed study, including “financial assistance in emergencies,” “subsidy for transportation expenses back home,” “subsidies for education allowances,” and “various subsidy application information.” Following expert discussions and questionnaire surveys, eight strategies for improving key service quality elements were identified. This research not only provides actionable insights for the Kinmen County Government but also offers valuable strategies that can be applied to similar contexts globally, where remote and rural populations require specialized governmental support.