Elements Of Service Quality Research Articles

Kano 모형을 이용한 항공사 영유아 고객의 기내특화서비스 청사진 도출

The purposes of this research were to (1) classify specialized in-flight service quality elements for young kids by applying to Kano model and verify Timko customer satisfaction coefficient, and (2) build the specialized in-flight service blueprint for young kids customers. The Kano model was analyzed and Timko satisfaction coefficient was drawn using data collected from 198 customers who have flown with their young kids. The results of this study indicate that (1) 35 young kids customers’ specialized in-flight service items collected from FGI(Focus Group Interview) were categorized as following: 26 elements as Attractive Quality, 7 elements as One-Dimensional Quality, one element as Must-be Quality, and one element as Indifferent Quality, and (2) specialized in-flight service blueprint for young kids customers was generated to indicate all steps in the service process including Kano service quality category and Timko customer satisfaction coefficient. This study can provide managers with crucial implication to improve service quality in airline industry.

Integration of fuzzy theory into Kano model for classification of service quality elements: A case study in a machinery industry of China

Purpose: The purpose of study is to meet customer requirements and improve customer satisfaction that aims to classify customer requirements more effectively. And the classification is focused on the customer psychology. Design/methodology/approach: In this study, considering the advantages of Kano model in taking into account both customer’s consuming psychology and motivation, and combining with fuzzy theory which is effective to cope with uncertainty and ambiguity, a Kano model based on fuzzy theory is proposed. In view of the strong subjectivity of traditional Kano questionnaires, a fuzzy Kano questionnaire to classify the service quality elements more objectively is proposed. Furthermore, this study will also develop a mathematical calculation performance according to the quality classification of fuzzy Kano model. It’s more objective than traditional Kano model to realize the service quality elements classification. With this method, the accurate mentality can be fully reasonable reflected in some unknown circumstances. Finally, an empirical study in Xuzhou Construction Machinery Group Co., Ltd, the largest manufacturing industry in China, is showed to testify its feasibility and validity. Findings: The calculation results indicate that the proposed model has good performance in classifying customer requirements. With this method, the accurate mentality can be fully reasonable reflected in unknown circumstances and it is more objective than traditional Kano model to classify the service quality elements. Originality/value: This study provides a method to integrate fuzzy theory and Kano model, and develops a mathematical calculation performance according to the quality classification of fuzzy Kano model.

E-Tailing in Kosovo: The Effect of Trust, Satisfaction and Service Quality in Achieving Consumer E-Loyalty

The global e-tailing industry growth in numbers of online consumers has been impressivein recent years. Because of the low entry barriers, this trend is equally evident in the number of providers. Online consumer behaviour has attracted the attention of researchers to investigate this phenomenon, who have identified e-loyalty as the most important source ofbusiness stability and profitability. Among various perspectives, the elements of trust, satisfaction, and service quality have been proposed as originators of e-loyalty. Yet, previous efforts fail to consider the combined effect of these factors, and largely ignore the occurrence of this phenomenon in developing countries. This research deducts the extant theories to develop and empirically test the hypotheses by employing a closed-ended online questionnaire. The findings show a significant positive correlation between the proposed relationships from the perspective of Kosovo online consumers, towards Kosovo e-tailers. The conclusions are drawn and future research directions are identified. DOI: 10.5901/ajis.2015.v4n3s1p502

Identifying the dimensions of logistics service quality in an online B2C context

There is theoretical and practical evidence indicating the existence of significant differences between the needs and wants of firms and end consumers, as well as the existence of significantly different needs between offline and online environments. Therefore, it is not clear how effectively measures of logistics service quality developed in an offline, B2B context can be applied to an online, B2C environment. This manuscript explores the elements of logistics service quality that end consumers value in an online context. The literature on logistics service quality in B2B and the literature on online consumer satisfaction are integrated. This results in the development of a set of dimensions for measuring online logistics service quality in online, B2C environments. Specifically, the dimensions of a new scale for measuring online logistics service quality (labeled oLSQ) were identified and defined. Managers can use the dimensions of logistics service quality identified in the oLSQ scale as a guide when designing and managing online retail stores.

Classification of service quality attributes using Kano’s model

Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.

Student Satisfaction and Persistence: Imperative Features for Retention in Open and Distance Learning

This paper examines the elements of overall service quality as evidence for student satisfaction in an open and distance learning mode. It aims mainly at assessing the implementation and utilization of services as expected and experienced by students. The paper also explores the links between satisfaction and grade point average, student persistence and retention. The research was conducted at Universitas Terbuka utilizing a survey, with the data being collected randomly through a questionnaire. The population was 1,154 Universitas Terbuka graduates attending a commencement day in May 2014. Three hundred questionnaires were distributed and 218 of them were returned complete and processed. Student satisfaction was assessed by scrutinizing the dimensions of service quality: the attributes of reliability, assurance, tangibility, empathy and responsiveness. An Importance Performance Analysis and a Customer Satisfaction Index were first applied concurrently to measure student satisfaction and the level of its importance. Structural equation modelling was then used to verify the influencing features related to satisfaction with the grade point average, persistence and retention. Eight hypotheses were formed and examined, six of which were statistically validated by the analysis. It was found that empathy, responsiveness and reliability directly influenced student satisfaction; and persistence and retention were visibly affected by satisfaction.

Evaluating the Impact and Value of Competitive Intelligence From The users Perspective - The Case of the National Research Council’s Technical Intelligence Unit

Understanding and being able to measure and prove the impact and value of intelligence is of significant importance. The objective of this study was to develop an evaluation instrument that the users of intelligence could fill in that could be used to assess both the impact and value of the intelligence they received. Starting with an evaluation instrument based on lists of benefits identified in the competitive intelligence literature, measures of these benefits and client satisfaction/service quality metrics, the study researchers interviewed clients of one large government competitive technical intelligence organization asking them to articulate the benefits they obtained from the intelligence they received and methods for evaluating these benefits. All users of intelligence identified benefits they had received from the intelligence received. Additional benefits beyond those that are in the current literature were identified by those interviewed. In terms of measurement of these benefits, intelligence users (the clients) understood why hard financial type measures for example ROI or dollar impact on performance was important (especially in their organization) they felt that assessing these for the intelligence they received would be difficult but that softer, more subjective measurement such as extent to which the user agrees that the intelligence provided the intended benefit could be used. Additional perceptual based indicators of service quality and customer satisfaction measures were also suggested by intelligence clients. Based onthe results of the literature review and interviews, an intelligence evaluation instrument was developed that asks the clients to assess the extent to which they have realized one or more of 27 impacts identified in this study as well as assessing 10 elements of service quality.

An Integrated Model of Patient and Staff Satisfaction Using Queuing Theory.

This paper investigates the connection between patient satisfaction, waiting time, staff satisfaction, and service time. It uses a variety of models to enable improvement against experiential and operational health service goals. Patient satisfaction levels are estimated using a model based on waiting (waiting times). Staff satisfaction levels are estimated using a model based on the time spent with patients (service time). An integrated model of patient and staff satisfaction, the effective satisfaction level model, is then proposed (using queuing theory). This links patient satisfaction, waiting time, staff satisfaction, and service time, connecting two important concepts, namely, experience and efficiency in care delivery and leading to a more holistic approach in designing and managing health services. The proposed model will enable healthcare systems analysts to objectively and directly relate elements of service quality to capacity planning. Moreover, as an instrument used jointly by healthcare commissioners and providers, it affords the prospect of better resource allocation.

Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank

The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.

A Decision Method for Improving Tourism Industry Service Quality under Budget Constraints

Based on the quantitative analysis in Kano model, this paper proposes a model for improving tourism industry service quality from customer satisfaction and cost budget constraints perspectives. Relevant evaluation information is obtained by employing the questionnaire survey and the relationships between customer satisfaction and the fulfillment of service quality elements is determined in Kano model through processing the obtained evaluation information. Then based on the relationship functions, considering the budget constraints, the optimization model of improving tourism industry service quality to maximize the customer satisfaction is constructed, and the budget allocation is determined by solving the optimization model. Finally, a case study is provided to illustrate the feasibility and availability of the proposed method.

Exploring green service quality elements for international tourist hotels in Taiwan from the aspect of two-dimensional quality model

The enhancement of leisure atmosphere in the past years has resulted in environmental pollution and changes, thus tourism industry is no longer a non-smokestack green industry. Although the governmental organizations have promoted Green Hotel for the improvement, the remodeling of appearance and equipment and the alternation of spares sources have increased the costs, therefore a lot of hotels are still waiting and seeing the successive development. This study tends to find out customer emphases on the green service quality of international tourist hotels through the classification with Two-Dimensional Quality Model. The research findings show that 20 out of 28 green service quality items are Indifferent Quality, 4 Attractive Quality, and 4 One-Dimensional Quality. The businesses therefore should enhance Attractive Quality and One-Dimensional Quality. For instance, the green service quality items of Hotel providing balanced and diversified foods, Hotel offering traditional food with local characteristics, Fresh fruit and vegetable juice offered in a hotel, and Hotel providing 24-hour free wireless network services could enhance consumer satisfaction. The government, on the other hand, should promote the value of Green Hotel and green service quality. Furthermore, making improvements with internationally effective green service quality evaluation standards could promote Taiwan to be the first choice of green tourism.

CUSTOMER PERCEPTION OF SERVICE QUALITY IN PUBLIC TRANSPORT

This paper presents the research and analysis process showing that transport system customers have a specific perception of service quality, as an indicator of transport system. Determining satisfactory level of service quality implies knowledge of travel demand and travel behaviour. There are a lot of elements that define the transport system quality. The goal of this paper is to identify the public transport system’s service quality elements that should be primarily acted on, in order to increase the level of service quality from transport system users’ (public transport users’ and non-users’) point of view, with minimal investment. The paper describes a specifically defined research methodology for determining service quality elements that should be primarily acted on, from the transport system users’ point of view. Methodology involves the use of Importance Performance Analysis (IPA) which is upgraded with the state preferences analysis. Presented methodology, which is used to determine user perception of service quality, can be considered to be universal. This methodology can be applied in other cities, with additional research that must precede its use. The methodology was tested on transport system users in Belgrade.

Brand Orientation and Service Quality in Online and Offline Environments: Empirical Examination in Higher Education

This study examines the relationship between perceived brand orientation (PBO) and service quality (SERVQUAL) in both online and offline education environment. A total of 476 questionnaires were completed by undergraduate students of a particular university in Australia. Structural equation modeling was employed in this study to examine the associations between PBO and service quality (SERVQUAL). The “interaction” dimension of PBO is significantly related to all elements of SERVQUAL in both groups. The “affect” dimension is only significantly related to the “tangibles” dimension in the online groups and is not significantly related to all SERVQUAL dimension in the offline groups.

Perceived significance of information security governance to predict the information security service quality in software service industry

Purpose – Information security is a growing concern in society, across businesses and government. As the offshore IT services market continues to grow providing numerous benefits, there are also perceived risks with respect to the quality of information security delivered in the supply chain. This paper aims to examine, as a case, the perceptions of Indian software services provider (service provider) employees with respect to information security governance and its impact on information security service quality that is delivered to customers. Design/methodology/approach – The paper provides a framework built upon the existing dimensions and instruments for total quality management and service quality, suitably modified to reflect the context of information security. SmartPLS, a structural equation modelling technique, has been used to analyse field survey data collected from across various Indian cities and companies. Findings – Significant finding is that information security governance in an IT outsourcing company providing software services has a highly significant impact on the information security service quality, which can be predicted. The paper also establishes that there is a positive relationship collectively between elements of information security governance and information security service quality. Research limitations/implications – Since data used in this study were taken solely from the responses of employees of outsourced service companies in India, it does not show if this translates into service improvements as perceived by the customer. Practical implications – Information security governance should be made an integral part of corporate governance and is an effective strategic technique, if software outsourcing business enterprises want to achieve a competitive edge, provide client satisfaction and create trust. Originality/value – The paper presents empirical data validation of the connection between information security governance and quality of service.

Demographic Factors in the Evaluation of Service Quality in Higher Education: A Structural Equation Model (SEM) Approach

The increasing number of international students studying in advanced countries has sparked attention on servicequality in higher education. Perception of service quality is subjective, and is believed to vary with thedemographic characteristics of students. This study attempts to investigate the role that demographic factors playin service quality evaluation in the higher education sector. The framework used in this study is adopted fromMin, Khoon and Tan (2012) and consists of four key constructs, namely motivation, expectation, perception andsatisfaction. Applying the Structural Equation Model (SEM) approach to data collected from a sample of 263international students in a private higher education institution in Singapore, the present study found that motiveof study has moderate relationship with expectation and perception of service quality. Satisfaction of students isalso closely and significantly related with the perception of service quality. It was also found that demographyimpacted on the relationships between the elements of service quality. The study included four demographicvariables (gender, age, nationality and current level of study) and it was found that nationality and gender haveconsiderable impact on the weights of relationships. The research findings suggest that education marketersshould take demographic factors into consideration in the design and development of education services.

A Comparative Study on Service Quality in the Grocery Retailing: Evidence from Malaysia and Turkey

Comparing service quality in different countries and cultures has been a recent point of interest among researchers to enhance understanding on how customers of different environments react to elements of service quality. Earlier studies were focusing on comparison among western countries or between advance western and Asian regions. This study intends to compare customers’ perceptions on service quality between Malaysia and Turkey, as both are emerging economies with strong growth in grocery retail industry. Therefore, the differences of Malaysian and Turkeys’ priorities of service quality items will be explored, compared and analyzed for researchers. The study is participated by 357 customer surveys from Turkey and 249 from Malaysia on an approved Scale and scores were analyzed by the principal component factor analysis. The comparison will enhance the understanding on customers’ priority in Malaysia and Turkey. This is the first comparison on service quality between emerging markets of Turkey and Malaysia on how customers react in South East region and Asia-Europe cross borders area principally to enrich the bilateral trading efforts and marketing understanding between the two nations.

Analysis of service quality elements in higher education

Quality is becoming one of the main factors of competitive advantage both in the manufacturing and commercial sectors, and therefore in education. In order to attract and retain a greater number of students, higher education institutions must constantly work on their services quality improvement and increase of student's satisfaction. The aim of this paper is to explore how certain dimensions of service quality of higher education affect the level of satisfaction of students. In accordance with the abovementioned aim, descriptive statistics measures were used, as well as reliability analysis, correlation and regression analysis. The originality of the paper is reflected in this, in particular. The data were collected through survey on a sample of 206 respondents and on that occasion the new model was tested, developed on the basis of earlier models for measuring the quality of services. The results suggest that all elements of the service quality of higher education have a statistically significant impact on satisfaction. Intangible elements have the strongest effect, followed by tangible elements, while the influence of the connection with the practice is weaker than the influence of the aforementioned independent variables. These results indicate that none of the dimensions should be ignored, but also emphasize the need to focus on those dimensions that contribute most to the satisfaction of students. Results of the conducted studies will contribute to the management of higher education institutions.

여대생들의 커피 전문점 서비스 품질 인식이 고객 만족, 브랜드 이미지, 고객 충성도에 미치는 영향

국내 커피 시장에서 커피 전문점들간 경쟁이 치열해지고 있으며, 각 커피 전문점들은 높은 수준의 서비스 품질을 통해 고객 충성도를 제고하고자 노력하고 있다. 이런 맥락에서 본 연구에서는 커피 전문점의 주 고객층인 여대생들의 커피 전문점 서비스 품질의 인지 정도를 살펴보고, 각 서비스 품질이 의사 결정에 미치는 영향을 살펴보고자 한다. 특히, 본 연구에서는 기존 문헌들에서 고려된 커피 전문점 서비스 품질들을 서비스 품질의 유형성, 서비스 환경, 서비스 제품, 서비스 전달로 구분하여, 각 서비스 품질 요인이 고객 만족과 브랜드 이미지에 미치는 영향을 분석하였다. 또한 고객 충성도를 재 구매 의도와 추천 의도로 구별하여, 고객 만족과 브랜드 이미지가 재 구매 의도와 추천 의도에 미치는 영향을 살펴보았다. 제안한 연구모형은 커피 전문점을 자주 방문하는 여대생 206명을 통해 검증되었다. 본 연구 결과 서비스 제품과 서비스 전달은 고객 만족과 브랜드 이미지에 모두 유의한 영향을 미쳤지만, 서비스 품질의 유형성과 서비스 환경은 유의한 영향을 미치지 못하였다. 고객 만족과 브랜드 이미지는 재 구매 의도와 추천 의도 형성에 중요한 역할을 담당하였다. In the highly competitive coffee market, each coffee shop is striving to improve customer loyalty by providing a high level of service quality. To deepen our understanding of service quality in the coffee shop market, this study identifies the key elements of service quality of coffee shops and investigates their impacts on decision-making processes of female university students. This study also investigates the effects of customer satisfaction and brand image on customer loyalty in a coffee shop market. Moreover, it considers the two critical customer loyalty: repurchasing intention and recommendation intention. Data collected from 206 female university students were empirically tested against a research model using partial least squares. Analysis results showed that service product and service delivery significantly affect customer satisfaction and brand image whereas service intangible and service environment do not significantly influence on them. Customer satisfaction and brand image play an important role on the formation of repurchasing and recommendation intention.

An empirical analysis of perceived significance of information security service quality to predict the organisational performance in software service industry

Businesses have derived various benefits from offshore outsourcing of information and communication technology services while accepting and managing perceived risks with respect to the service quality of information security delivered in the supply chain. In this empirical research, taking India as a case which tops the global information technology outsourcing supply chain world ranking, we examine the perceptions of Indian software services provider (service provider) employees with respect to information security service quality delivered to customers and its impact on the service provider organisational performance. Using the existing dimensions and instruments for service quality and organisational performance, our study provides a framework suitably modified to reflect the context of information security. We have used SmartPLS, a structural equation modeling technique, to analyse field survey data collected from across different Indian cities and companies. Significant finding of our research is that information security service quality in an IT offshore outsourcing company providing software services has an impact on the service provider organisation performance, which can be predicted. In addition we also establish that there is positive relationship collectively between elements of information security service quality and organisation performance. We conclude that there is an urgent and serious need for software outsourcing business enterprises to focus on, amplify and commit to information security service quality at strategic, tactical, and operational levels if they wish to achieve revenue expansion, completely satisfied customers and create long term trusted relationships.

A Study on the Classification and Satisfaction of Service Quality Elements in the Family Restaurant Using the Kano Model

A Study on the Classification and Satisfaction of Service Quality Elements in the Family Restaurant Using the Kano Model