Service Quality Measurement Tool Research Articles

QUALITY IN SERVICES: A BIBLIOMETRIC ANALYSIS

Factors such as competitiveness, survival and innovation lead organizations to seek quality in their processes, seeking to deliver products that meet the customer expectations. Concerns about ways of to measure this attribute, especially in the service literature, are frequent. The aim of this research was to delimit, to explore and categorize the intellectual theoretical apparatus that supports the field (intellectual basis), from the topic of quality in services through a bibliometric analysis. The results demonstrate two connected networks, the first one centered in the study of Cronin and Taylor (1992) and other on Parasuraman, Zeithaml and Malhotra (2005). The analysis of the first network allows identifying a field initially formed by debates that arise around the service quality measurement tools. The categorization of studies according to their contexts/objectives allows classifying them as: Defenders, opponents, guiding and visionaries ; showing the evolution of the field and a discourse around the Servqual. DOI: 10.53706/gep.v.23.6687

Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for measuring student satisfaction. It involves the use of factors concerning student services that are queried and surveyed using the SERVQUAL methodology. The proposed instrument was tested at a regional university in Thailand with a sample of 400 undergraduate students. Rigorous analysis demonstrates the usefulness of the approach in gathering business students’ perceptions, analyzing them, and reducing them to a form usable by management as an off-the-shelf service quality measurement tool.

Container Shipping: The Evaluation of Quality Factors in Freight Forwarding Services

Abstract This article evaluates quality factors determined by customers of a freight forwarder operating in the Czech market, through the development of a new service quality measurement tool, TARRQUAL. Developed by the authors and based on expert discussions, TARRQUAL supplements the Delphi method. Through the application of factors derived from relevant research studies from customers in the Asian, Australian, and American markets, the research elaborates the dimensions expressed by Czech cargo beneficiaries. Using a decision-making matrix, the research findings are compared. The research key value is a holistic input for the empirical research in the forwarding services provider selection process, geographically scoped by the inland hinterland of European markets, with the Czech Republic as a showcase.

QUALITY OF HIGHER EDUCATION IN BANGLADESH: APPLICATION OF A MODIFIED SERVQUAL MODEL

Progressive importance, swelling investment, and mounting national and global competition necessitate evaluation of the service quality of higher education. Quantifiable indicators such as student teacher ratio, student number, women participation, establishing new departments, and increase in the number of universities are no longer enough unless the student’s stand point is considered. This research probed the service quality of higher education in a public university in southern Bangladesh utilizing modified SERVQUAL gap model. The t-test results suggest that there is a significant service gap in all the selected service dimensions such as learning, teaching, recognition, assessment system, internet and library facilities, campus life, and non-academic administration. The results also mirror that little more than half (54.1%) students are satisfied with the service quality of the selected university and almost similar proportion (52.1 %) of the students have future interest in studying in the same university. Regression analysis reveals that learning and recognition are two important determinants of client’s overall satisfaction with the service of selected university. Importance Performance Analysis (IPA) advocates that the university should take immediate step in improving internet and library facilities, campus life, and non-academic administration. Factor analysis output confirms that slight modification of the proposed seven set model into six set factors can be employed by the management as off-the-rack service quality measurement tool. Key words: service quality, higher education, SERVQUAL, Bangladesh.

Service Quality Measurement and Change in Consumer Perception in Recession about the Services of Big Bazar Mall in Rajkot

Paper focuses on service quality provided by organized retail store in Rajkot. Customer expectations about services they receive are changing due to economic changes and changes in their purchasing capacity. Research reveals that in certain areas of services there is a vast difference between expected service and actual service received by the customer. Research was conducted by considering different aspects of service quality measurement tool, SERVQUAL. Organized retailers should identify the services in which less customer satisfaction is there and try to improve upon those areas of services. Due to less spending capacity customers expect more qualitative service at existing or low price.

What uncertainty?

PurposeThe purpose of this paper is to follow a paper by Rexfelt and Hiort af Ornäs published in JMTM in 2009, which dealt with consumer acceptance of product service systems (PSS). This topic is important as it is a sustainable business model. It is proposed that the uncertainty consumers have towards the suitability of PSS to their needs can be further explored using existing management tools such as SERVQUAL, a tool to measure customer satisfaction and perceived quality.Design/methodology/approachThis study, supported by the British Academy, utilized qualitative research on two types of respondents: businesses that can be classified eco‐efficient PSS providers; and consumers. The providers were administered structured in‐depth interviews, and the respondents are Mr Chas Ball, Director of Policy at Car Plus, a trade association representing car clubs, and Mr Jonathan Hampson, Director of Streetcar, the largest car club company. Car clubs may be considered a type of eco‐efficient PSS. Consumers were involved in four focus groups (20 participants in total). The questioning route used in the two focus groups focused the attention of the participants on two types of eco‐efficient PSS provision: one represented by car‐sharing services, such as the ones provided by City Car Club and Street Car, mentioned in section 2; the other was an hypothetical provision of a bundle of maternity equipment and services, such as baby prams, baby car seats, travel cots and similar. The inclusion of this “hypothetical” provision was inspired by a study conducted in Sweden by Mont et al.FindingsConsumers are favourable to PSS provisions in principle; however they have concerns on whether this type of provision will live up to their expectations. These concerns are that the PSS might not perform satisfactorily in terms of its assurance, reliability, responsiveness, empathy and tangible components. The attractive aspect of PSS to consumers is as a “bundle” or products and services where the product can be replaced to accommodate consumers' needs. Business managers and policy makers will need to devise communications to reassure consumers that PSS provision meets the requirements set out by the SERVQUAL scale.Originality/valueThis paper identifies the applicability of a service quality measurement tool, SERVQUAL, to product service systems (PSS) and it extends the knowledge on consumers' acceptance of PSS.

Festperf: A Service Quality Measurement Scale for Festivals

As a service quality measurement tool, SERVPERF has gained an increasing level of prominence among marketing theorists. However, despite the apparent usefulness of this performance-onlymeasure of quality in various settings, research is yet to confirm or discount which, if any, of the SERVPERF dimensions are salient in a festival setting. Consequently, it is unknown which specific factors, if any, are predictors of visitor satisfaction and repurchase intent. Results of this study at an Australian Jazz and Blues Festival led to the creation of FESTPERF, a three-factor solution that differed from the generic SERVPERF instrument and did not replicate the SERVQUAL factors. Two of these factors, Professionalism and Environment, predicted visitor satisfaction that may, in turn, lead to repurchase. The third factor, Core Service, did not predict intent by festival goers to revisit. A practical implication of this research is the availability of an event-specific model of service quality for further testing at other types of music festivals (e.g., rock, gospel, or pop, or at other special events.).

Insuring Quality Service

ABSTRACT Air Force Services' lodging and foodservice activities on military bases use limited service quality measurement tools to determine customer perceptions of service quality. Bases do not consider using mystery-shopping programs because of the significant resources required to start the program. The objectives of this study were to design a prototype mystery shopper program for Air Force Services that included recruiting and training of shoppers, recognition of employees, and to test, evaluate, and modify the Air Force Services mystery shopper program, based on the results of the prototype program. Knowledge gained from the prototype program can be applied to independent hospitality operations, along with other military lodging and foodservice programs.

Service quality in Higher Education using an enhanced SERVQUAL approach

Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This research presents an enhanced approach to using SERVQUAL for measuring student satisfaction. It involves the use of factors concerning student services that are queried and surveyed using the SERVQUAL methodology. The proposed instrument was tested at two local universities. A rigorous analysis demonstrates the usefulness of the approach in gathering students' perceptions, analysing them, and reducing them to a form usable by management as an off‐the‐shelf service quality measurement tool.

The Conceptual Domain of Service Quality for Inpatient Nursing Services

This exploratory study examines the conceptual domain of service quality for inpatient nursing services. The findings suggest that the prevailing conceptual definition of service quality, as articulated by Parasuraman, Zeithaml, and Berry (1985, 1988), does not accurately describe service quality for the customers of inpatient nursing services. A definition of inpatient nursing service quality is provided, and an instrument based on that definition, the Inpatient Nursing Service Quality Scale, is presented. The instrument's construct validity, nomological validity, and reliability are examined, and the findings are favorable. The results of the study reveal that service quality perceptions for hospital inpatients consist of five dimensions: compassion, uncertainty reduction, reliability, close relationships, and individualized care. The dimensions are significant predictors of several outcomes, including global perceptions of service quality, willingness to recommend, and repurchase intentions. It is argued that industry-specific qualitative research should be conducted before using generic service quality measurement tools or instruments developed in other industries.

Service Quality: Recent Developments in Financial Services

Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications which focus on management, employee and customer perspectives. In addition, a number of continuing service quality concerns are highlighted, relating to changing customer expectations, the need for an integrated approach to service quality and the development of service quality measurement tools.