Service Quality Evaluation Research Articles

An approach to define service strategies: The case of an ecotourism hotel in Mexico

Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127 historical costumers, and 384 questionnaires. Subsequently, a causal diagram was generated in stage II. And finally, the above-mentioned strategies were created. The Causal Diagram clarifies the relationship between customer complaints and company weaknesses.Findings: The goal tree makes it possible to categorize these strategies according to target levels.Research limitations/implications: Costumers' opinions could generate biases in their responses. Future studies must consider other methods, such as Fuzzy Logic to reduce this bias.Practical and social implications: This study approach can be replicated in other industrial sectors and is particularly useful for defining improvement plans related to service quality.Originality/value: The integration of these tools will allow managers to better understand the experiences reported by guests because it allows understanding of the behaviors between the variables that influence the quality of service and the variables under the tangible elements of the service.

The evaluation of pension institution service quality in China: a novel method based on BWM and Grey-TOPSIS

The evaluation of pension institution service quality in China: a novel method based on BWM and Grey-TOPSIS

Impact of Employee Engagement On Service Quality in Nigerian Public Agencies

This study investigates the connection between employee engagement and service quality in the Asset Management Company of Nigeria (AMCON), which is a key player in Nigeria's financial sector. This study examines three key dimensions of employee engagement – absorption, vigor, and dedication – and their effects on service quality, specifically focusing on the responsiveness dimension of the SERVQUAL model. This study is important because there is a lack of representation of AMCON and similar institutions in the existing literature, particularly within the context of Nigeria's unique financial landscape. This study utilized a mixed-methods approach that included quantitative surveys and qualitative interviews with AMCON employees. The analysis employed the SERVQUAL model to evaluate service quality and multiple regression analysis to explore the influence of each engagement dimension. The findings of this study are expected to contribute to a theoretical understanding of the impact of employee engagement on service quality within the asset management sector. Additionally, this study aims to provide practical insights for AMCON, potentially improving service delivery strategies and effectiveness in fulfilling its mandate. The broader implications of this study extend to similar asset management entities in emerging economies, providing a comparative perspective, and understanding of these dynamics in diverse economic and regulatory environments.

Comprehensive Insights into Service Quality Dimensions Exploring the Key Factors

This article explores the critical role of service quality in customer satisfaction and loyalty across industries. It provides an overview of key dimensions like reliability, assurance, tangibles, empathy, and responsiveness. Understanding these dimensions is essential for meeting customer expectations. Factors influencing service quality perception, evaluation methods, and tools are discussed. Strategies for enhancing service quality include employee training, technology utilization, personalization, fostering a customer-centric culture, facility investment, and establishing clear service guarantees. Implementing these strategies improves service quality, leading to enhanced customer satisfaction and loyalty. Keywords: Service quality, Key factors, Reliability, Assurance, Tangibles, Empathy, Responsiveness, Customer satisfaction, Loyalty, Improving services.

Treatment Adherence and Related Factors Among Children with Attention-Deficit/Hyperactivity Disorder in Saudi Arabia.

Attention-deficit/hyperactivity disorder (ADHD) is a common childhood psychiatric disorder. It frequently persists into adulthood and is a risk factor for other mental disorders and adverse outcomes, mainly if not managed optimally. This study aimed to assess ADHD treatment adherence and explore the underlying causes of non-adherence in ADHD children in Saudi Arabia. A cross-sectional study of a convenience sample of 221 participants. The survey included demographic characteristics of the child and parents, the child's medical history, quality of services evaluation, as well as medication adherence assessment by Medication Adherence Report Scale (MARS), the general beliefs about medicines questionnaire (General-BMQ), in addition to assessing the parents' beliefs about ADHD and provided/recommended treatment. The sample was primarily 6 to 8-year-old children (32.81%) and males (78.52%). Most subjects were prescribed extended-release agents (45.7%), and overall, high-quality services were provided to the patients. The adherence rate of ADHD patients to their medication was 89.77%. The mother's education correlated significantly with patient adherence (p=0.029), and the mother's age correlated significantly with their beliefs (p=0.021), in addition to the family income (0.033). Children on Methylphenidate Immediate Release had good compliance with the medication (p=0.008). Moreover, Methylphenidate Extended Release has shown continuity results, increasing the adherence rates (p=0.035). ADHD medication adherence was high and associated with older age, educational status, and type of medication used. Physicians should consider these factors to improve adherence in their patients.

SERVICE QUALITY OF PEST CONTROL IN BAGUIO CITY

In response to the widespread pest infestation, a thriving industry has emerged, leveraging pest control for income and stability. Technological advances have revolutionized the field, introducing more efficient pest extermination methods. With the proliferation of Pest Control Services, intensified competition underscores a focus on customer satisfaction. This study evaluates service quality in Baguio City, examining compliance with client requirements, overall service quality, and the relationship between compliance and perceived quality. Using a descriptive correlational design, the researcher employed a survey questionnaire for 140 clients. Findings reveal high compliance (mean average of 3.71) and perceived very high service quality (mean score of 3.91). A significant moderate relationship (correlation coefficient of 0.372) links compliance and perceived quality. Common challenges faced by providers include delayed reports, billing issues, scheduling conflicts, document requirements, and concerns about protective gear. Conclusions highlight the industry's commitment to meeting client needs, emphasizing providers' capability for high-quality service. The study suggests that compliance may not solely influence perceptions, urging continuous service improvement. Recommendations include designing functional protective gear, formulating timely responsiveness policies, enhancing compliance at higher service quality, and institutionalizing personnel training for sustained quality service delivery.

Evaluation of Service Quality in Passenger Transport with a Focus on Liner Maritime Passenger Transport—A Systematic Review

Every mode of passenger transport plays an important, strategic role in the lives of a country’s people, its economy, its global business, and its tourism. In today’s competitive world, passenger transport relies heavily on its performance, which in turn is determined by service quality provided to customers. The evaluation of service quality in passenger transport is crucial to ensure acceptable quality standards for users and to improve the services offered to passengers and travelers. The aim of this paper is to provide an overview of the methods used to evaluate service quality in passenger transport in the Web of Science (WoS) Core Collection, with a particular focus on liner maritime passenger transport. The results show that a combination of qualitative and quantitative methods is most frequently used in the selected articles. However, the number of scientific articles dealing with this topic has increased in recent years. This shows the growing interest in analyzing service quality for a particular mode of transport. The majority of articles are assigned to the areas of Transportation, Business and Economics, Science and Technology, Environmental Sciences, etc. Future research should focus on evaluating service quality through the impact of new technologies such as artificial intelligence, including relevant factors, on service quality in passenger transport.

Assessment of the quality of the ophthalmological Service at the Hospital of the State Public Servant of São Paulo based on the number of ombudsman cases

This study aims to highlight improvements in the quality indicators of ophthalmology services provided by the Hospital do Servidor Público Estadual de São Paulo, resulting from a significant change in the organization of the cataract surgery queue. The transition from an obsolete and inflexible system, represented by an outdated spreadsheet, to a dynamic virtual queue system had a positive impact on the operationalization of services. This research analyzes the reduction in both absolute and proportional complaints received through ombudsman channels, specifically related to cataracts, and the reduction in waiting time for surgery, emphasizing that most surgeries are now performed within the timeframe established by medical literature. Furthermore, it investigates the impact of ombudsman services on the evaluation of service quality, relying on relevant scientific evidence.

Population Administration Services and Village Government Performance Analysis

This study aims to provide a thorough examination of Population Administration Services and its impact on the performance of the Banjarbendo Sidoarjo Village Government. Utilizing qualitative descriptive research methods, including interviews, observation, and documentation, the research follows Agus Dwiyanto's analytical framework for data collection, reduction, presentation, and conclusion. The results reveal a commendable performance in implementing Population Administration Services, showcasing high village government productivity. The assessment of service quality, encompassing nine essential elements, demonstrates overall effectiveness. However, challenges are identified, including internal issues related to information technology readiness and external constraints such as aligning service schedules with community preferences. This research contributes valuable insights to public service enhancement, emphasizing the need for adaptive strategies in addressing internal and external obstacles. Highlight : Comprehensive Analysis: The study provides an in-depth examination of Population Administration Services, offering a holistic perspective on its implementation and impact on rural governance. Service Quality Evaluation: Through interviews, the research evaluates service quality based on nine crucial elements, providing insights into the effectiveness of Population Administration Services. Challenges and Implications: Identified internal and external constraints, such as information technology readiness and service scheduling, highlight the need for adaptive strategies, contributing to the ongoing discourse on public service enhancement Keywords: Population Administration Services, Village Government Performance, Rural Governance, Public Service Enhancement, Qualitative Descriptive Research.

Smart algorithmic solutions for audience service quality evaluation for large-scale sports-events through harnessing interval neutrosophic EDAS and CRITIC Technique

Sports events, as large-scale events that provide products and services, have received widespread attention for their economic benefits and influence. Event organizers expect to achieve high efficiency by providing high-quality products and services. The quality of competition products and services is mainly evaluated through the subjective feelings of the audience, and usually the audience’s evaluation of service quality is vague. Therefore, this article intends to establish an evaluation index system for the quality of spectator service in sports events, in order to provide a reasonable evaluation of the service products provided by sports event organizers. The audience service quality evaluation for large-scale sports-events is a MAGDM problems. Recently, the EDAS and CRITIC technique has been employed to cope with MAGDM issues. The interval neutrosophic sets (INSs) are employed as a tool for characterizing uncertain information during the audience service quality evaluation for large-scale sports-events. In this paper, the interval neutrosophic number EDAS (INN-EDAS) technique based on the Hamming distance and Euclid distance is founded to manage the MAGDM under INSs. The CRITIC technique is employed to obtain the weight information based on the Hamming distance and Euclid distance under INSs. Finally, a numerical case study for audience service quality evaluation for large-scale sports-events is employed to validate the proposed technique. The main contributions of this paper are proposed: (1) The INN-EDAS technique based on the Hamming distance and Euclid distance is founded to manage the MAGDM under INSs; (2) The CRITIC technique is employed to obtain the weight information based on the Hamming distance and Euclid distance under INSs; (3) a numerical case study for audience service quality evaluation for large-scale sports-events is employed to validate the proposed technique.

Customer journeys and process mining – challenges and opportunities

Recently, there has been increased awareness about the importance of data derived from actual customer journeys, including the subjective customer experience, in the analysis and evaluation of service quality. In this paper, we explore how customer journey analysis and process mining can be combined to advance the analysis and improvement of services. First, we demonstrate the strengths and weaknesses of both methodologies using a specific case study as an illustrative example. Subsequently, we delve into the synergies and challenges inherent in their combination, deriving practical guidelines. We then suggest avenues for further research questions in this cross-disciplinary approach. The paper underscores the potential of aligning these methodologies to provide a more accurate and complete understanding of service delivery, ultimately contributing to the enhancement of customer experience.

Examining the psychometric properties of the headspace Youth (mental health) Service Satisfaction Scale in a mental health service in Ireland.

Evaluating service quality and satisfaction is central to the provision of accessible and developmentally appropriate youth mental health services. However, there are limited suitable measures and a lack of published evidence on the psychometric properties of measures to assess young people's satisfaction with youth mental health services. The headspace Youth (Mental Health) Service Satisfaction Scale (YSSS) was designed and implemented to assess young people's satisfaction with headspace mental health services in Australia. This study examined the reliability and factor structure of the YSSS in a youth mental health service in Ireland. The sample comprised 1449 young people (66.2% female) aged 12-25 years (M = 16.48, SD = 2.97). Participants completed the YSSS after their final brief intervention session through Jigsaw-The National Centre for Youth Mental Health. Confirmatory factor analysis (CFA) was performed on one- and four-factor models to test findings from previous studies. Reliability was also examined. CFA supported a single-factor structure of the YSSS, and all items were suitable for inclusion. The internal consistency of the measure was deemed acceptable (α = 0.89). Findings suggest that the YSSS is a reliable measure for monitoring satisfaction with youth mental health services in an Irish context. The measure demonstrated a unidimensional construct of satisfaction. These findings support the broader application of the YSSS and add to existing knowledge on measuring satisfaction within youth mental health services.

Research on Service Quality Improvement Strategies of Rural Tourism

Abstract Rural tourism, as an indispensable part of rural revitalization, has attracted more and more attention, and deficiencies have been exposed while in the ascendant. During his research on rural tourism service quality, the author develops a rural tourism service quality evaluation scale using the SERVQUAL model and designs a questionnaire accordingly. Q county is selected as the empirical research object of rural tourism service quality, and tourist satisfaction is taken as the entry point to analyze the overall evaluation of rural tourism service quality in Q county so as to carry out factor analysis. Taking rural tourism service quality as the difference between perceived service quality and expected service quality, correlation analysis and regression analysis of the two and tourists’ satisfaction were conducted respectively to explore the relationship between rural tourism service quality and tourists’ satisfaction. The highest score in the comprehensive evaluation of tourists’ satisfaction with rural tourism service quality is reliability (3.49), and the lowest is responsiveness (3.36). The cumulative variance contribution of tangibility, reliability, responsiveness, assurance and empathy was 81.426%. The correlation coefficients of expected tangibles, reliability, responsiveness, assurance and empathy with tourist satisfaction were all less than 0.3, while perceived tangibles, reliability, responsiveness, assurance and empathy were all greater than 0.5. Tourist satisfaction was positively correlated with tangibles, reliability, and responsiveness, but had little correlation with assurance and empathy.

Research on the role of residential hotels in rural tourism in the context of big data

Abstract The development of residential hotels has new practical significance in today’s rural tourism which is heating up and getting more and more attention and development. This paper constructs a service quality evaluation system for residential hotels based on SERVQUAL service quality model and introduces gray correlation analysis and multiple linear regression to analyze the role and influence of residential hotels on rural tourism development. Taking the data of residential hotels in Province S as the research sample, the gray correlation degree and service quality gap of residential hotel service quality were verified, and the interaction between them was verified by regression analysis under different fixed effects. The results show that the gray correlation of safety in the service quality of residential hotels is the highest at 0.7812, the gap of service quality advantage is 0.46 points higher than the mean value of rural tourism tourists’ expectations, and the explanatory degree of the service quality of residential hotels to the development of rural tourism reaches 72.4% in all dimensions. The development of rural tourism can be boosted by improving service quality in residential hotels and meeting the expectations of tourists regarding rural tourism.

Integration of the rural revitalization strategy in the construction of rural elderly services in the information age

Abstract Aiming at the uncertainty of decision-making factors and the difficulty of quantifying various subjective and objective weights in the process of rural pension service quality evaluation, this paper proposes a rural pension service quality evaluation method combining improved interval AHP and CRITIC method based on indicator correlation at the level of rural revitalization strategy. The method is based on 5 guidelines and 11 common factors, comprehensively considers the influence of subjective and objective weights on the design scheme, introduces the interval number and triangular fuzzy number, and establishes the evaluation index system of rural elderly service. By utilizing the improved interval AHP and CRITIC method, the subjective and objective weights of each evaluation index can be calculated. The analysis is done by combining examples to explore the ecological niche of the senior care industry, the rural suitability for elderly people, and their expectations and perceptions of the service. From the market ecological niche, it can be seen that the result of the senior care manufacturing industry measure is 0.85, which contributes the most to the rural economy in rural revitalization. The travel, ecological landscape, living services, and socio-economic environment in rural areas are improved under the rural revitalization strategy, and the weighted scores of the four are 0.5528, 1.1524, 1.299, and 0.6031, respectively. According to the comprehensive results, the rural revitalization strategy has resulted in a noticeable increase in the rural aged-care industry and services.

Gender-Based Service Quality Evaluation of Multimodal Public Transportation in DKI Jakarta

In DKI Jakarta, despite the extensive infrastructure development, there has been a significant decline in the usage of public transportation. This can be attributed to the inadequate quality of the services provided. Various studies have highlighted the significance of evaluating the quality of service in public transportation to ensure passenger satisfaction and attract new users. However, there is no agreement on the most effective methodology and suitable indicators for conducting such analyses. In addition, there is a growing recognition of the importance of promoting gender equality in multimodal public transportation (MMPT) and understanding gender differences and perceptions of MMPT services. A case study was carried out in DKI Jakarta, the capital of Indonesia, to analyse the influential indicators of the quality of MMPT. The analysis used the Importance Performance Analysis (IPA) combined with the Tarrant and Smith procedure. These indicators greatly impact the perception of MMPT services for both genders. Safety against crimes, facilities for disabled people, pregnant women, and senior citizens, announcements in the required language, clarity in travel-related information, and availability of seats inside vehicles are the most influential indicators of the quality of the services. However, there are significant differences in how women and men perceive the importance and performance of indicators related to seating availability, coordination between transport operators, and passenger information.

A Study on the Application of Service Design Thinking in Enhancing User Experience in Digital Villages - Based on KANO-AHP Modeling

Abstract Based on the KANO model, this paper identifies 27 basic demand items of digital rural services under service design thinking and constructs a rural digital service quality evaluation index system. At the same time, to determine the size of the impact of different demand items on the user’s satisfaction, the weights of all demand items are calculated using the improved AHP hierarchical analysis method. Finally, an empirical analysis is carried out to estimate the overall satisfaction of users based on the evaluation system, on the basis of which the service quality expectations and perceptions are compared respectively. The service quality is evaluated by using the theory of difference in expectations. A regression analysis is also carried out on the relationship between service quality and user satisfaction to explore the degree of influence of service design thinking on digital rural services. The results show that the overall satisfaction is between (3.8 and 4.2), and the mean difference in perceived expectation for each dimension is between −0.46 and −0.276. None of the p-values are significant. This study enriches the research theories and research methods in the field of service design thinking and digital village services and provides theoretical references and methods for subsequent analyses.

Service Quality Evaluation of Businesses on Social Media Platforms – Its Impact on Online Satisfaction and Online Loyalty

Service Quality Evaluation of Businesses on Social Media Platforms – Its Impact on Online Satisfaction and Online Loyalty

Medical service quality evaluation based on LDA and sentiment analysis: Examples of seven chronic diseases.

In this article, we investigate how chronic noncommunicable disease (CND) patients evaluate the medical service, and what obstacles exist in this process, which is useful for hospitals to improve efficiency and enhance patient satisfaction. Based on the total number of CND patients in China, 7 CNDs were selected as the evaluation objects, and then selected the Haodaifu website as the data source, crawled 15,682 medical service reviews, then the 9 themes were analyzed by the LDA theme model. The evaluation index system of six indicators was constructed based on quality management theory. The binary long short-term memory model was used to analyze the sentiment, and the entropy-valued, TOPSIS and gray correlation model was implemented for medical service quality evaluation; the barrier model was used to find out the key factors limiting medical services. (a) Hypertension was rated at a good level in the degree of gray correlation closeness, bronchitis was rated at a low level and the rest were at an intermediate level. (b) The first two overall barriers were the hospitalization process and registration services which occupy about 30%, respectively. This implies that hospitals should focus on providing registration services and inpatient settings in the future. To promote hospitals to provide better services for patients with CNDs and improve patient satisfaction with medical care. And it is necessary to optimize medical services fundamentally by optimizing the inpatient process and improving the registration process to improve efficiency.

Service Quality and Client Satisfaction in Calamba City Civil Registry

The study conducted at the Calamba City Civil Registry Office aimed to evaluate service quality and client satisfaction using quantitative methods, focusing on marriage certificate registration and marriage license application services in Calamba City, Laguna, Philippines. The research employed a descriptive correlational design with quota sampling, involving 22 employees, 71 marriage license applicants, and 52 marriage registration clients. Data collection was carried out through a survey instrument with a high reliability (Cronbach's Alpha = 0.790), assessing service quality dimensions such as tangibility, reliability, responsiveness, assurance, empathy, personnel, process, equipment and facilities, and value for money. Statistical analyses included frequency distributions, Likert scale interpretations, t-tests, and Pearson correlation coefficients. Key findings revealed significant differences between employee and client assessments in terms of reliability, responsiveness, and assurance (p < 0.05), whereas tangibility and empathy showed no significant differences. Additionally, a positive relationship was identified between service quality and client satisfaction, with correlation coefficients ranging from 0.25 to 0.60 (p = 0.000). These results highlight the importance of enhancing service quality to improve client satisfaction. In conclusion, the study provides valuable insights into specific areas where the Calamba City Civil Registry Office can focus its improvement efforts. The findings suggest that initiatives such as regular staff training, system upgrades, fee transparency, quality control measures, and a one-stop-shop approach are crucial for enhancing service delivery and increasing client satisfaction. These conclusions are significant for policymakers and managers seeking evidence-based strategies to improve public service quality and client experiences at governmental service centers like civil registry offices.