Service Quality Measurement Model Research Articles

Digital Service Quality Measurement Model Proposal and Prototype Development

Traditional service quality models, which are survey-based methods, have been noted by researchers to contain operational errors in their application. Researchers criticize service quality models such as SERVQUAL and SERVPERF for containing operational errors, high implementation costs, and the issue of response recall. Additionally, these models face difficulties when applied to different sectors, as they were developed for the retail industry. The adaptation of the model, data collection, and processing have become outdated in comparison to current information processing technologies. With the rise in the use of social media, new communication paradigms have emerged. In this new paradigm, direct communication is established between people and institutions through social media. Institutions analyze social media data using text mining and sentiment analysis methods to keep up with this change. There are studies in the literature proposing new methods for measuring service quality by separately using text mining and sentiment analysis techniques. In this study, these two techniques have been combined. It is believed that combining these two techniques will result in a more robust service quality measurement model. Additionally, an application has been developed to demonstrate the functionality of the model. A municipality was specifically chosen as the application area because social media allows for fast, efficient, and inclusive participation between citizens and the municipality. The proposed model will enable the better identification of service quality deficiencies, leading to a more efficient use of municipal resources and fostering a more sustainable understanding of the municipality. With the implementation of the model, 463,886 tweets sent to the @ankarabbld and @mavimasa accounts were analyzed to identify 10 service quality dimensions and 106 keywords representing these dimensions, which would reveal the municipality’s service quality. The sentiment analysis technique was applied to 187,084 tweets containing the identified keywords. Thus, an attempt was made to uncover the municipality’s service quality.

The Impact of Training Service Quality on Postgraduate Student Satisfaction: a Case Study of a Public University from Vietnam

Purpose: This study examines important characteristics that affect student satisfaction with the graduate training services of the University of Commerce. Theoretical framework: Research models are developed based on service quality measurement models based on customers' desires and perceptions, such as models using the SERVQUAL scale. Research method: the author uses qualitative methods combined with quantitative methods using a non-probability stratified sampling survey method to analyze 216 postgraduate students of the University of Commerce. Results and discussion: According to research results, while most components of the University of Commerce's graduate training services are highly appreciated by students, other elements need to be maintained and improved. more good. Research results have identified a key factor (Trust & Quality of the training program) that affects the satisfaction of graduate students at the University of Commerce. Research Implications: The research results serve as a foundation for making a variety of proposals and recommendations to support the long-term development of postgraduate training services in emerging countries. Originality/value: Research results have identified a key factor: Trust & Quality of the training program that has the greatest impact on the satisfaction of graduate students at the University of Commerce.

Exploring accessibility and service quality perceptions on local public transportation in Thailand

This study aimed to analyze the relationship between perceived accessibility of service quality and intention to use public transportation systems. The sample population comprised 400 public transport users, aged 20–60 years. The study was divided into two parts. The first parttested the quality indicator of public transportation services by modifying the SERVQUAL method. Confirmatory factor analysis (CFA) was then conducted and subsequently analyzed for the correlation between perceived accessibility of service quality and intention to use the public transportation system using the structural equation model (SEM). The results showed that the service quality measurement model consisted of 10 components, comprising 40 indicators. The values met the criteria and were suitable for use as indicators of local public transport service quality in Nakhon Ratchasima Province, Thailand. It was found that attitude was the factor that most affected the intention in using public transport, followed by perceived behavioral control and accessibility. Perceived service quality was considered an important variable for perceived accessibility. The study results indicate that service quality has an effect on perceived accessibility in public transportation systems, especially in terms of responsiveness, convenience, and safety. Enhancing the quality of service in these specific areas will heighten user awareness of easily using public transportation services. Furthermore, it is a pivotal factor in promoting better accessibility to public transport services in rural areas.The last part measured the heterogeneity in perceived accessibility and intention between the groups and found significant differences. The obtained results may be beneficial to the government and agencies involved in formulating policies to promote the use of public transportation and its accessibility. Additionally, the service quality indicators should be considered in improving the service quality of public transportation suitable for the area.

Duygu Analizi ve Metin Madenciliği ile Hizmet Kalitesi Ölçüm Modeli Önerisi: Su ve Kanalizasyon Hizmetleri Örneği

This study proposes a new model for service quality measurement using sentiment analysis and text mining techniques. This model aims to overcome traditional methods' time, cost and implementation difficulties and provide a more dynamic and efficient approach to service quality measurement. In addition, in this model, instead of the dimensions used in service quality measurements, such as SERVQUAL or SERVPERF, it is shown how to determine new categories and keywords specific to the service sector in which the model is used by text mining. Thus, it is aimed at something other than reaching more accurate results in service quality measurement. To achieve the model’s purpose, it aims to develop a service quality measurement model using social media data processed by text mining and sentiment analysis. To find an answer to this question, the keywords "flood", "meter", "rain", "irrigation", "infrastructure", "sewerage", "sewage", "maintenance hole ", "aski", "waterless", "water" were extracted from 109.844 tweets sent to the Twitter account of a municipality between 2016 and 2022 by text mining method. Service quality was measured by subjecting 5766 tweets containing the keywords extracted to sentiment analysis. As a result of the service quality measurement, 1922 negative, 973 positive and 2871 neutral tweets were identified. The average negative score was 0.51, the average positive score was 0.11, and the average neutral score was 0.38.

FACTORS AFFECTING CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAN HA RETAIL GROUP

This study proposes a research model of the factors affecting customer satisfaction with the service quality of San Ha Retail Group. The study proposes a service quality measurement model with five factors and 20 observed variables. The study used the method of testing the reliability of the model scale by Cronbach’s Alpha coefficient, the exploratory factor analysis, and the multivariate regression analysis to explore the results of interviews with 130 customers who have used products and services of San Ha Retail Group. The results show that customer satisfaction with the service quality of San Ha Retail Group is influenced by five factors, including empathy, responsiveness, tangibles, reliability, and service capacity. The findings from the research suggest solutions to increase customer satisfaction when using products and services for San Ha Retail Group.

МЕТОДИ ОЦІНКИ ЯКОСТІ ІНДУСТРІЇ ГОСТИННОСТІ ЯК ЕМПІРИЧНА ОСНОВА ЇЇ КОНКУРЕНТОСПРОМОЖНОСТІ

The article is devoted to the study of the level of theoretical and methodological definition of methods of quality assessment of the hospitality industry, taking into account the peculiarities and determining the problems of ensuring its competitiveness. The hospitality industry is inextricably linked with the concept of providing quality services. Quality assurance is a long-term approach, and if companies in the hospitality industry want to be competitive, improving service quality should be made a priority. That is why the question of researching theoretical methods of assessing the quality of the hospitality industry will make it possible to assess the level of its competitiveness, and the issues raised in this study are considered relevant to us and require more thorough clarification. It has been established that the evaluation of the hospitality industry is based on four main categories of variables that facilitate the analysis of competitiveness: business environment index; human, natural and cultural resources. The article provides information on the dynamics of the main categories of variables of the hospitality industry of Ukraine during 2011-2019. Quality in the hospitality industry is a complex concept that can be defined as an expression of the degree of social use of a service and reflects the degree to which a service meets the needs for which it was created. The concept of quality in the hospitality industry is widely discussed in the field of tourism, hotel and restaurant management. The article identifies that for the hospitality industry, quality can be measured from two perspectives: the company's perspective and the customer's perspective. The methods of measuring the quality of services in the hospitality industry are revealed. The SERVQUAL service quality measurement model and other methods used to measure quality in the hospitality industry are highlighted. Key words: competitiveness, development, hospitality industry, methods, state regulation.

Assessment of the Service Quality Measurement Model for Youth Football Academies

Abstract: While football in China is experiencing great enthusiasm from the broad masses due to the unprecedented promotion from the government, to encourage more youth participations in this sport has become an essential for Chinese football revitalization. Under this circumstance, the youth football training industry has been highly capitalized as both foreign and domestic youth football academies have sprung up. Guided by service quality literature, it can be argued that understanding what aspects influence player’s perceived service quality evaluation are necessary to be competitive to gain and sustain youth players for youth football academies in the long-term. Presented herein is a multi-dimensional and hierarchical service quality conceptualization, including four primary dimensions: physical aspects, program, personnel, and personal development. A total of nine sub-dimensions were designed to support these four higher-order dimensions. Data were collected from youth players ( n =543) at two youth football academies located in two cities in south-eastern China. In phase one of the study, an exploratory factor analysis was conducted to specify and confirm the factor structure of the proposed measurement scale. Phase two implemented the confirmatory factor analysis to further validate the revised model based on EFA results. The results provide support for internal reliability, convergent validity, and discriminant validity, with 46 items retained and two sub-dimensions (i.e., employee expertise and employee attitude) merged and relabeled as employee trustworthiness. This study made an initiative attempt to provide both theoretical and practical insights in terms of perceived service quality assessment in the context of youth football academies.

A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements

PurposeThe paper provides a step-by-step guide in the guise of a roadmap for service improvement initiatives using importance performance map analysis (IPMA).Design/methodology/approachTo empirically illustrate how IPMA can be applied to any service industry, three sectors are considered; sports and fitness (study A), hospitality (study B) and higher education (study C). Following the proper selection of measuring instruments and their evaluation using structural equation modeling-partial least squares (Smart-PLS), IPMA is applied to identify those attributes having strong total effects (high importance) over the targeted construct (satisfaction) but which also have low average latent variable scores (low performance).FindingsFor sports and fitness (study A), the physical aspects and programme quality require managerial attention. For the hospitability sector (study B), it is service commitment, interaction quality and internal sense of happiness. Whereas for higher education (study C), it is administrative quality as well as the element of transformative quality, namely the university’s role in adding to its students’ emotional stability, which needs the attention of the top management.Originality/valueThis study provides researchers and practitioners with a roadmap for applying PLS-SEM and IPMA for continuous service quality improvement. The roadmap extends upon Ringle and Sarstedt’s (2016) work. It highlights critical decisions that need to be considered in the pre-analytical stages of the IPMA application, i.e. at the research design phase in selecting the most appropriate service quality measurement model specifications. It not only contributes to the existing body of knowledge by providing empirical evidence to advance theory development in the quality management field but also has implications for the practitioners in any service sector on where to focus their attention for an effective service improvement.

Airline Service Quality: A Variance Assessment Method Based on Complaint Statistics

Airline service quality is an important criterion for determining the service level of airlines. Reference was made in this segment based on two-factor theory. The optimal scale analysis method was used to identify the association characteristics between all domestic and international airline complaints and the time factor, followed by the construction of an airline service quality measurement (ASQM) model based on the Civil Aviation Passenger Service Evaluation (CAPSE) index. The ASQM model was used to measure the service quality of 26 full-service airlines and six low-cost service airlines in China. The study found that: the time distribution of airline complaints is uneven, but shows a relative concentration of annual, seasonal, quarterly and monthly, with the peak of complaints in August each year; there is a high correlation between all airline complaint type variables and time variables, but there are differences in the focus of complaints at different times: summer and autumn not only have a high volume of airline complaints, but also have complex complaint types. The quality of all services provided by China’s full-service airlines is better than that of low-cost service airlines. In general, the quality of service of “in-flight service and ground service” was more stable, while the quality of service of “ticketing service” decreased significantly. The service quality of “flight service” is difficult to maintain. This paper proposes an objective analysis method to evaluate airline service quality by using airline complaint statistics, and provides solutions and suggestions for airlines to improve their overall service quality.

DÜZENLİ HAT DENİZ TAŞIMACILIĞINDA HİZMET KALİTESİNİ OLUŞTURAN BOYUTLARIN YAPISAL EŞİTLİK MODELLEMESİYLE ANALİZİ

The purpose of this study is to identify the dimensions that constitute the quality of the services offered in the liner maritime transport through the measurement model developed based on the ROPMIS model by Thai (2008), and to examine the reliability and validity of these dimensions with structural equation modelling. The data were obtained from 316 employees working at 52 businesses through questionnaire and analysed through SPSS v22 and AMOS v22 Statistics. The findings indicate that the dimensions of resources, outcomes, process, management, image, and social responsibility in the measurement model are sufficient to explain the quality of service and that the service quality measurement model can be used both as a first-level multifactorial model and a second-level model. Further, the analyses for convergent and discriminant validity performed based on the data from the confirmatory factor analysis show that the measurement model is structurally valid and reliable.

A proposed model of user satisfaction with medical emergency services by using the SERVQUAL model

Context: Health care quality has been widely discussed for over 40 years. However, it is still complex to define, understand, and assess it due to the multiple factors it involves, especially in the emergency services. Aims: To identify the main factors that influence the quality of the medical emergency services provided across the health care network of one of the Health Promoting Entities (abbreviated EPS in Spanish) in Medellín, Colombia. Methods: An exploratory qualitative study was conducted based on the foundations of the SERVQUAL model. A total of 511 people, selected by means of criterion-based nonprobability sampling, participated in this study. Results: Three key factors were found to influence users’ perceived quality of emergency services in Medellín. The first factor corresponds to assurance and trust; the second, to institutional infrastructure; and the third, to responsiveness and its impact on expected and experienced service. This latter proves that patient follow-up is important to enhance user perception of such services. Conclusions: Service quality measurement models are a fundamental tool to identify the real variables that affect patients’ perception of a service. In addition, they help to improve the value chain processes involved in providing a service that fully satisfies user expectations.

Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries

Service quality is an important factor for a successful company. The SERVQUAL model is widely used. However, it has been controversial over the past 30 years. This research aims to develop a service quality measurement model that can be supported in conceptualization and universal applicability, and uses this model to identify the most important key factors of service quality for three industries. First, based on the theory of consumption values, this study used conceptualization and the modified Delphi method to develop a service quality assessment model—the consumption values-based service quality model (CV-SQ). The CV-SQ model was then used in conjunction with the fuzzy linguistic preference relations (Fuzzy LinPreRa) method to address MCDM problems. The findings suggested that the most important key factors of service quality comprised safety in the aviation companies, innovativeness in the travel agencies, and comfort in the hotels. The CV-SQ model can be supported by theoretical and empirical tests in conceptualization and universal applicability, and has made theoretical contributions to service quality management. The research results have provided practical contributions to the improvement of service quality in the three industries. What is more noteworthy is the weight of epistemic value ranked first and second among the three industries, but it had not been included in any service quality aspect classification schemes during the past three or four decades.

Assessment of logistics service quality dimensions: a qualitative approach

Globalization and complex supply chain networks have been affecting Logistics Services Providers’ (LSPs) service delivery and service expectations. Logistics Service Quality (LSQ) is becoming a more important aspect for LSPs and logistics service customers. In recent years, there has been an increase in the studies on service quality in logistics. Researchers have been trying to identify aspects of LSQ and its dimensions in order to create a measurement model that could be used in overall logistics services. However, there is still neither a unified nor agreed LSQ measurement model in the literature and researchers have been debating continuously on the proposed models. This paper targets to investigate and suggest LSQ measurement dimensions obtained from previous studies by analyzing the findings within a systematic approach and improving the findings with semi-structured interviews. In this study, systematic literature analysis has been conducted to research papers published in selected academic databases with specific keyword and keyword cluster searches to identify the related articles published within a specified period. Papers have been selected in accordance with the predefined criteria. As a result, a total of 59 articles have been determined for the search criteria and the findings obtained were analyzed. Most frequently used research trends and methods on service quality in logistics have been identified. In addition, the most frequently used LSQ dimensions and factors have been reviewed. Moreover, the most frequently used service quality approaches and measurement models have been analyzed. The results received from systematic literature review have been composed and dimensions have been identified. Semi-structured interviews with LSPs and customers of LSPs in Germany-based companies have been conducted to strengthen the findings gained from systematic literature review. 5 LSQ dimensions and 24 factors have been formed with the help of semi-structured interviews. This paper represents the basis for further research for empirical studies and can be used as a guideline for quality management practices in logistics applications and transport.

An improved service quality measurement model for soundscape assessment in urban public open spaces

The well-known service quality measurement (SQM) models, Importance-Satisfaction (I-S) model and Improvement index (Ii) model, have been recently proved useful in the analysis of soundscape quality. By combining the concepts of soundscape and quality management, this paper proposes an improved SQM model for soundscape assessment in urban public open spaces. Instead of using the I-S model, the Preference-Satisfaction (P-S) model was developed for soundscape quality evaluation, which can simultaneously assess the importance, satisfaction and improvement direction of soundscape elements and provide more accurate and comprehensive information for guiding the soundscape management and improvement. The proposed methods were subsequently applied to case studies in eight ordinary urban public open spaces in Fujian Province, China, and provided detailed information about the soundscape quality of these surveyed open spaces as well as their improvement strategies. The results have demonstrated the practicality and effectiveness of the proposed method. To the authors' knowledge, practical applications of quality management methods (or its variations) to urban soundscape study are still limited in the literature; therefore, the proposed method and findings of the current study could be valuable for both practical soundscape design and academic research.

The Impact of Service Quality to Customer Satisfaction in the Corporate Banking: An Application on Bank in Kazakhstan

One of the institutions in the service sector that provides widespread services is the banks. In the banking sector, also is very important to know how the service is perceived by the customers. For this reason, it becomes an inevitable necessity go to healings in dissatisfied services by continuously measuring customer satisfaction of banks. Numerous studies aimed at measuring service quality have also been conducted on the banking sector. In terms of providing more effective service to customers in corporate banking, develop concrete and practical proposals becomes more important than ever. Thus, the research will try to find out how the service is perceived by the customers and their features in the corporate banking sector. The purpose of this research is to measure in a concrete way how the customers perceive the level of service quality of the bank. According to the degree of importance given to the foreseen quality dimensions, tried to be determine how to make improvement by given priority to which dimension or dimensions to upgrade the quality level. As a model has been foreseen implement of “SERVQUAL service quality measurement model” developed by Parasuraman, Zeithhaml and Berry. Satisfaction or dissatisfaction of the customers is evaluated with the mentioned model. This model has been applied on the banks as an institution in the service sector. In the evaluation of survey results were used statistical, reliability and correlation analyses. The results have shown that service quality has a great impact on customer satisfaction.

ARTQUAL

PurposeThe purpose of this paper is to formulate and validate a measurement model to evaluate the service quality of cultural centers. This study aims to expand the domain of service quality measurement models by extending the SERVQUAL model to an alternative measurement tool called the ARTQUAL model based on three different preferences and scenarios including concert halls, theater halls and art galleries.Design/methodology/approachThe data were collected from 15 cultural centers. Structural equation modeling (SEM) was utilized in the current research to study the association between aesthetic environments and service quality. An exploratory factor analysis took place to formulate the fundamentals of the measurement model. The validation process is based on a hybrid framework integrating the covariance-based SEM along with the partial least square technique to present a robust validity of the ARTQUAL model. Ultimately, an extensive managerial analysis has been established to show the practicality of the ARTQUAL model.FindingsThis study provides empirical evidence that the ARTQUAL instrument is proven to be valid, reliable and appropriate to evaluate the service quality of cultural centers. Based on the real-world managerial analysis, the ARTQUAL model showed a significant practicality in quality evaluation of aesthetic environments.Research limitations/implicationsOne of the most important limitations of quantitative studies, based on aesthetic features, is the cultural preferences. This limitation is due to the nature of cultural preferences and partialities applied in different countries based on the definition of quality involving aesthetic aspects such as age, sex and culture. Meanwhile, the findings of this study can guide the service management experts to better understand and improve customers’ perceptions and orientations of service quality in aesthetic environments.Originality/valueThis paper presents a novel service quality measurement model in order to evaluate the service quality of cultural centers. The originality of the current study is not merely limited to the suggestion of a new quality measurement model, a hybrid statistical validation framework has been provided as well. Therefore, this study provides valuable guidelines to both practitioners and academics to enhance the quality of service measurements in cultural centers.

Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system

One of the most effective solutions to sustain an organization in competitive environments is the strategy of continuous improvement. Consequently, the proposed strategy needs a continuous performance evaluation measurements. A solution to evaluate service quality measurements is to rank the service providers. The ranking procedure in similar complex problems or selection problems can be efficiently implemented with the support of multiple attribute decision making (MADM) methods. This study aims at developing a comprehensive decision support system (DSS) based on multiple MADM methods along with an extended quality of service evaluation model to assess the service quality of certain cultural centers. The suggested service quality measurement model in this study is recognized as a valid and reliable tool based on statistical modeling and validation methods. Moreover, the suggested DSS model has been developed based on integration of target-based F-MULTIMOORA and Fuzzy Axiomatic Design (FAD) methods combined with the best-worst method (BWM). Accordingly, a case study was investigated regarding the assessment of seven art galleries in Tehran, Iran. Ultimately, an extensive managerial investigation of the DSS model has been presented based on the real-world examples to show the practicality of the propositions of the current study.

A Review on the Existing Service Quality Measurement Models

The purpose of this review is to assess the existing service quality measurement models. A review of the literature was conducted utilizing keywords such as “definitions of quality”, “meaning of quality”, “service quality and features of service quality”, “measurement models”, specifically, “Gronroo’s”, “SERVQUAL”, and “SERVPERF”. These studies are selected from well-known databases – such as “Emerald”, “ABI/Inform”, “ScienceDirect”, and “EBSCOhost”. As yet, no consensus has been reached among scholars on the definition, indicators and factors of the quality of the healthcare services. Moreover, most of the current models are of Western origin and incongruent with the cultural and economic contexts of developing countries. From the review it is clear that none of the models are currently perfect in diverse cultures and no reliable generic model has yet been developed for measuring the quality of service. Generic models have failed to capture the real dynamism of the pragmatic environment, and can therefore be of limited practical use. Existing service-quality models have widely been criticised for the number and composition of the dimensions. All these models comprise of pre-defined dimensions that are non-specific to all service organisations. This is therefore advising organisations to develop their own models for measuring the quality of their services.

A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

PurposeThe purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. The authors take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values.Design/methodology/approachThe authors use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22-item scale of the SERVQUAL approach. Samples are selected based on convenience sampling.FindingsThe authors found differences in the levels of influence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that “assurance” from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes).Originality/valueThe authors recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. The authors contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. The authors further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. The authors found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.

Service Quality Measurement Models: a Comparison of Two Modelsea

Purpose of this paper – This study aims to contribute to the debate in service marketing literature concerning the operationalisation of service quality measurement. To this effect, we tested two service quality measurement models by adapting them to the audit service context. These models are the gap model (SERVQUAL) developed by Parasuraman, Berry, and Zeithaml (1985) and the performance-only (SERVPERF) model developed by Cronin and Taylor (1992). Design/methodology/approach – The models are quantitatively analysed and evaluated for construct validity and predictive power using OLS models. In line with marketing literature (Gronroos 1984), service quality dimensions are classified into technical and functional dimensions. Construct validity is measured in terms of whether the technical and functional dimensions of audit service quality are significantly positively correlated with an overall measure of service quality in the audit service market. Predictive power is measured in terms of the strength of adjusted R2. Findings – The results indicate that both the performance-only model and the gap model have done quite well in predicting determinants of overall audit quality. The argument by Cronin and Taylor (1992) that the gap model has low explanatory power compared to the performance-only model did not materialise in our study. Research limitations/implications – Our results are limited by the low response rate that did not allow us to conduct factor analysis on all the functional and technical variables at the same time. What is original/value of paper – The paper shows that the service marketing models for the measurement of quality would be improved when core outcome (technical) variables are incorporated.