Perceived Service Quality Research Articles

How does customer satisfaction change after hotels start using self-service kiosks?

The COVID-19 pandemic has accelerated Self-service Kiosk (SSK) use in hotels, altering the composition of service packages and affecting customers' overall perception of service quality. However, SSKs' impact on customer satisfaction (CS) with the overall services remains uncertain. This study examines the impact of SSK use on CS and its underlying mechanisms using a large dataset at both the customer-hotel level for a large hotel group while comparing the impact before and amid the pandemic. Findings suggest that the adoption of SSKs has a positive impact on CS in which perceived utilitarian and hedonic values play a mediating role, and membership level plays a moderating role. Comparative analysis also indicated that SSKs had additional positive customer feedback amid the pandemic. These findings provide new understanding regarding the practical application value of SSK and help guide hotel management decisions regarding SSK implementation.

Analysis of Risk Factors for the Quality of Health Services in Primary Health Facilities: An Observational Study in North Bengkulu Regency, Indonesia

Primary health care (PHC) is crucial for overall health system performance, particularly in developing nations. However, variations in the quality of PHC services in Indonesia, particularly in North Bengkulu Regency, raise concerns. This study aimed to identify and analyze risk factors associated with suboptimal quality of health services in these facilities. This observational, cross-sectional study was conducted in 20 primary health centers (PHCs) in North Bengkulu Regency. A multi-stage random sampling technique was used to select 400 patients and 80 healthcare providers. Data were collected using validated questionnaires assessing various dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy), patient satisfaction, and potential risk factors (socio-demographic, facility-related, and provider-related). Descriptive statistics, bivariate analysis, and multivariate logistic regression were used for data analysis. The study found a significant association between perceived service quality and patient satisfaction. Socio-demographic factors (lower education and income), facility-related factors (inadequate staffing and lack of essential medicines), and provider-related factors (insufficient communication and perceived lack of empathy) were identified as risk factors for lower service quality. The quality of health services in North Bengkulu PHCs is influenced by a complex interplay of patient, facility, and provider factors. Interventions targeting these risk factors, such as community education, capacity building for providers, and improvements in resource allocation, may improve PHC service quality and patient satisfaction in this region.

Influence of Parents' Perceptions of Brand Recognition of Distance Online Education and Training

With the rapid development of Internet technology, distance online education and training is becoming an important part of the education and training market. Based on the theory of perceived value, taking the distance online education and training platform as the research object, this paper establishes a sample database, analyzes the reliability, validity, correlation and regression of the data, obtains the main factors of parents' perceived service quality, and analyzes the relationship between parents' perceived service quality and satisfaction and willingness to act, so as to provide ideas for improving the brand awareness of distance online education and training. The research results provide theoretical data support for parents to perceive the brand recognition of distance online education and training.

Persepsi pengunjung terhadap minat menginap pada Namira Hotel Syariah Yogyakarta

This research aims to determine visitors' perceptions of price and service quality in Islamic perceptions and their impact on intation in staying at the Namira Hotel Syariah Yogyakarta. This type of research is quantitativxe research with variables X1 Price and X2 service quality. Meanwhile, the dependent variable in this research is Y Interest in staying overnight. The sampling technique in this research was to use a convenience sampling technique. The data collection technique in this research was to use a questionnaire which was distributed widely to respondents of the Namira Hotel Syariah Yogyakarta. The data analysis technique in this research uses descriptive techniques, classical assumptions and multiple linear regression. The results of this research show that visitors' perceptions of price partially have a significant effect on interest in staying at 0.433 with a t-count of 6.767 with a significance of 0.05% and df (N-k-1) or 266-3-1=262, so a t-table of 1.969 is obtained. Visitors' perceptions of service quality partially have a significant effect on interest in staying overnight at 0.355 with a t-count of 6.867 with a significance of 0.05% and df (n-k-1) or 266-3-1=262, so a t-table of 1.969 is obtained. Visitors' perceptions of price and service quality simultaneously influence interest in staying at Namira Syariah Hotel Yogyakarta.

Machine Learning for Evaluating Hospital Mobility: An Italian Case Study

This study delves into hospital mobility within the Italian regions of Apulia and Emilia-Romagna, interpreting it as an indicator of perceived service quality. Utilizing logistic regression alongside other machine learning techniques, we analyze the impact of structural, operational, and clinical variables on patient perceptions of quality, thus influencing their healthcare choices. The analysis of mobility trends has uncovered significant regional differences, emphasizing how the regional context shapes perceived service quality. To further enhance the analysis, SHAP (SHapley Additive exPlanations) values have been integrated into the logistic regression model. These values quantify the specific contributions of each variable to the perceived quality of service, significantly improving the interpretability and fairness of evaluations. A methodological innovation of this study is the use of these SHAP impact scores as weights in the data envelopment analysis (DEA), facilitating a comparative efficiency analysis of healthcare facilities that is both weighted and normative. The combination of logistic regression and SHAP-weighted DEA provides a deeper understanding of perceived quality dynamics and offers essential insights for optimizing the distribution of healthcare resources. This approach underscores the importance of data-driven strategies to develop more equitable, efficient, and patient-centered healthcare systems. This research significantly contributes to the understanding of perceived quality dynamics within the healthcare context and promotes further investigations to enhance service accessibility and quality, leveraging machine learning as a tool to increase the efficiency of healthcare services across diverse regional settings. These findings are pivotal for policymakers and healthcare system managers aiming to reduce regional disparities and promote a more responsive and personalized healthcare service.

SERVICE QUALITY PERCEPTION AND BEHAVIOURAL PURCHASE INTENTION IN HOTELS: A MEASUREMENT INVARIANCE OF COMPOSITE (MICOM) APPROACH

Objective: The objective of this study is to investigate service quality perception and behavioural purchase intention in hotels by utilizing a Measurement Invariance of Composite (MICOM) approach with the aim of understanding the differences in the service quality perception among male and female guests in hotels. Theoretical Framework: In this topic, the main concepts and theories that underpin the research are presented. The service quality theory and the theory of planned behaviour stand out, providing a solid basis for understanding the context of the investigation. Method: The methodology adopted for this research comprises the explanation design, including a quantitative approach. A total of 751 questionnaires were completed by visitors to Ghanaian hotels Results and Discussion: The results obtained revealed that although male and female hotel visitors perceive service quality differently, there are no appreciable variations between the impact of service quality perception on behavioural purchase intent. In the discussion section, these results are contextualized in light of the theoretical framework, highlighting the implications and relationships identified. Possible discrepancies and limitations of the study are also considered in this section. Research Implications: The practical and theoretical implications of this research are discussed, providing insights into how the results can be applied or influence practices in the field of marketing. These implications could encompass perceived service quality and behavioural purchase intent among hotel guests. Originality/Value: This study contributes to the literature by By contrasting the perceived service quality and behavioural purchase intentions of male and female customers among hotels utilizing the MICOM procedure. For municipal governments and service providers looking to increase behavioural purchase intention among male and female guests, this paper offers a variety of practical implications. The relevance and value of this research are evidenced by the fact that The assessment of perceived service quality may not be measurement-invariant. Therefore, when comparing the findings of a heterogeneous group, researchers should use caution.

Assessing Quality of In-Patient Care and Patients's Expectations Using A SERVQUAL Approach in A Tertiary Care Hospital in India

Background: Patient satisfaction is a key indicator of healthcare service quality and has implications for the growth and success of healthcare organizations. However, there is often a gap between patients’ expectations and perceptions of service quality, which can vary depending on various sociodemographic factors. This study aimed to assess the expectations, perceptions and service quality gap in a tertiary care hospital using SERVQUAL model. Materials and Methods: A cross-sectional study was conducted among 120 adult inpatients using a semi-structured questionnaire based on the five dimensions of the SERVQUAL model. The quality gap was calculated as the difference between perception and expectation scores. Results: The study found a significant negative quality gap across all five dimensions, with the largest gaps observed in reliability and responsiveness. The study also revealed that gender, age, and education influenced patients’ perception of service quality, while type of specialty, residence, monthly income, and occupation did not have a significant effect. Conclusion: The study highlighted the need for improving the service quality in the tertiary care hospital, especially in terms of reliability and responsiveness. The study also suggested that healthcare managers and providers should consider the diverse expectations and needs of patients based on their sociodemographic characteristics.

Loyalty toward shared e-scooter: Exploring the role of service quality, satisfaction, and environmental consciousness

Shared electric scooter services (SESS) have gained popularity in many cities as an emerging mobility mode. However, SESS is attributed to low utilization rates in some cities. In this context, the significance of users’ satisfaction with the provided services, along with their loyalty, becomes particularly pronounced. Therefore, it is essential to evaluate the service quality (SQ) from the users’ perspective and understand its effect on satisfaction and loyalty, which are critical factors for the long-term durability and success of service. Thus, this study examines the determinants of user satisfaction and loyalty toward SESS. For this, we conducted an online survey among the SESS users in Chicago. We analyzed the responses using partial least squares structural equation modeling (PLS-SEM) and reflexive thematic analysis (TA). Our results confirm the quality-value-satisfaction-loyalty paradigm and indicate that users’ perceptions of SQ, including safety and security, service availability, interface, and perceived affordability, significantly contribute to user loyalty enhancement toward SESS. Perceived value (hedonic value, utilitarian value, and perceived affordability) and satisfaction mediate the impact of SQ on loyalty. Additionally, the results indicate that those who perceive SESS as cost-effective report higher satisfaction levels. Furthermore, users who have pro-environmental attitudes and view SESS as environmentally friendly are more likely to derive hedonic value from the service and exhibit higher loyalty. The TA uncovers key challenges from the user perspective, including pricing, service timing, end-trip facilities (e.g., parking), street pavement condition, vendor operational zoning, and fleet quality, with a specific emphasis on GPS accuracy. These findings provide valuable insights into user behavioral mechanisms, which can be considered as a manifest for service improvement and enhancing efficiency.

EXAMINING THE ROLE OF SERVICE QUALITY DIMENSIONS OF MOBILE PHONE SERVICE PROVIDERS; AN EMPIRICAL STUDY

Service quality has become a critical factor for the competitive advantage of mobile phone service providers in the telecommunication industry. This study explores the key factors influencing service quality in mobile phone service providers and their impact on customer satisfaction and loyalty. The analysis focuses on dimensions such as network quality, customer support, pricing, service reliability, and value-added services. The research aims to identify how these factors contribute to the overall perception of service quality and determine the most significant determinants of customer satisfaction. The non-probability convenience sampling technique is the most suitable method when it is not possible to obtain information from every member of the sample population. Additionally, the precise population frame of mobile phone service consumers in the study area could not be determined, as the number of users could not be ascertained. The interview schedule was employed to acquire the primary data from the respondents. The data that has been collected is coded and inserted into a primary table. The data are analysed in accordance with the nature of the data and the intent of the analysis (nature of the problem) using the SPSS software. For the purpose of the research, a sample size of 100 respondents is selected from an infinite population. A random sample strategy was used by the researcher in order to choose the objects that would be used for sampling. The findings highlight the need for service providers to continuously adapt and enhance their service offerings to meet evolving customer expectations and maintain competitiveness in a rapidly changing market

Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County

Physical Attractiveness (PA) is an essential factor affecting consumer response (CR) in service encounters (SE). Using an experimental design, the purpose of the study is to demonstrate the physical attractiveness (PA) of a service representative's effects (CR) in the context of consumer satisfaction, service quality perception, and likability of the service representative. The study investigated the complex underlying mechanism between these two variables by analyzing the mediating role of social distance perceptions (SDP), and the moderating role of consumer’s physical attractiveness (CPA) and gender. The context of the study is the Airline Industry of Pakistan. The data of the study was collected through scenario based self-administered questionnaires from in-flight 385 passengers using non-probability sampling (voluntary response sampling) from. Analyzing the results of the study it is predicted that high PA has a positive effect on CR. Hence it is also important to take the consumer’s perspective into consideration, as this perspective gives rise to situations under which the beauty premium notion might not hold. The results of the study revealed that a consumer’s gender and his/her own level of PA is an important determinant of how he/she reacts to the attractiveness of the representative. Results can provide significant insights to Airline companies to strategize the recruitment and deployment of cabin crew members in accordance with the level of the customer’s gender and his/her own (PA).

Planning-Level Optimisation of Headway Regularity

Headway variability has a negative impact on the public transport passengers’ perception of service quality. However, most of the existing methods aimed at improving the headway regularity operate in real time and require precise vehicle location data, making it difficult to implement them in practice. On the other hand, planning-level methods can be used to increase the resilience of public passenger transport (PPT) to the accumulation of headway disturbances. As this is typically done from the operator’s perspective, the passengers’ perspective tends to be overlooked, motivating the current work. In this article, an optimisation procedure for evaluating the viability of diametrical line splitting in terms of passenger travel time and headway regularity is proposed. The aim is to increase the robustness/resistance of the PPT system to the propagation of headway disturbances without reducing the service quality. The developed optimisation procedure was validated by applying it to real data pertaining to an urban PPT line. The results show that there is a positive correlation between the transport demand and the effects of the optimisation procedure, whereby an increase in the primary headway disturbance increases the sensitivity of the optimisation procedure to the transport demand.

Passenger Service Quality Perceptions to Star Alliance Airlines

Through performance measurement, airline operators can conduct situation assessments and evaluate the contributions of decisions to performance beforehand. Evaluating performance based on the perceived service quality by airline passengers has become crucial for airlines to understand and improve their services in order to achieve success in competition by meeting passengers' desires and expectations. This study aims to examine the perception of customer service quality among airline operators in the Star Alliance, the largest alliance worldwide based on 2023 data, using multi-criteria decision-making (MCDM) methods known as Entropy and MARCOS, with Tripadvisor data as a basis. Firstly, criteria weights were obtained using the Entropy method, and then airline operators were evaluated and ranked based on service quality using the MARCOS method. The study revealed that the most significant evaluation criterion was the in-flight entertainment systems (Wi-Fi, TV, movies), and Singapore Airlines exhibited the best service quality performance.

Perceived service quality and risks towards satisfaction of online halal food delivery system: from the Malaysian perspectives

PurposeThe purpose of this study is to ascertain service quality (halal values, assurance, meal quality, reliability, security, system and traceability) and perceived risks (financial, quality, environment, social, time, psychology and health) and its influence on satisfaction, as well as trust concerning online halal food delivery system (OHFDS).Design/methodology/approachThis study uses quantitative methodology, through an online survey, by using purposive sampling across a sample size of 423 respondents. The analysis of data was conducted using SmartPLS.FindingsThe results of the findings indicate that assurance and halal values have an influence on satisfaction, as well as trust; nonetheless, only reliability has an impact on satisfaction. On the other hand, perceived health and financial risks have negative influence on trust and satisfaction toward OHFDS. In addition, perceived psychological and financial risks are found to have negative impacts on trust of OHFDS.Research limitations/implicationsThe theoretical value of this study is the testing of perceived service quality and risks concerning OHFDS in the same model, thereby contributing to a deeper understanding of its impact on trust and satisfaction toward the online food service delivery industry. The results of this study may appear as a starting point for researchers who wish to conduct further studies on the same topic.Practical implicationsThis study suggests that the service providers need to boost their efforts in establishing high quality service and, simultaneously, reduce perceived risks, to develop satisfaction and trust toward OHFDS.Social implicationsThe long-term consequence of the business's achievement is that it makes it simpler for customers to have confidence in, be satisfied with and recommend the service providers to others.Originality/valueA number of research investigations have been conducted among Muslims, specifically in the Asian region, which have yielded crucial data regarding consumer behavior toward halal products, such as food and tourism. This study, nonetheless, remains close with other studies on halal food, except that it adds together the knowledge of perceived quality and risks, as to gain a deeper understanding of the experience customers have on food, through online service delivery.

Examining Soft and Hard Attributes of Health Care Service Quality and Their Impacts on Patient Satisfaction and Loyalty.

Many studies have confirmed the influences of various service quality dimensions on patient satisfaction and loyalty, but no existing theoretical model accounts for variation in how different types of patients evaluate service quality's soft and hard attributes. This research gap may cause problems for administrators needing to decide how to distribute resources appropriately across multiple departments. Therefore, this study establishes a theoretical model of the differences between inpatients' and outpatients' evaluations of hard and soft qualities and compares such evaluations' influences on patient satisfaction and loyalty. Also, to supplement statistical analysis and respond to scholars' calls for more mixed-methods studies of health care quality, this research incorporates analysis of online reviews to provide a holistic, close to real-time picture of patients' service experience perceptions. This study's survey sample comprised 292 inpatients and 137 outpatients from a Taiwanese hospital. We used partial least squares structural equation modeling to test the hypothetical model and importance-performance map analysis to identify factors that were significant to the service process but performed poorly. Finally, we used a text-mining technique to scrape 536 reviews posted on Google Maps, and Leximancer Portal to perform automated content and sentiment analyses on those data, as a means of mapping the critical concepts and themes that influenced patient experiences. This study's analyses support the ideas that both hard and soft qualities are critical dimensions of service quality, and that each has different influences on inpatients' and outpatients' satisfaction and loyalty. Specifically, the sampled inpatients strongly valued the hard qualities of the hospital but were not satisfied with it. On the other hand, soft qualities attracted outpatients' attention and influenced their satisfaction and loyalty. In addition, content analysis revealed that soft qualities were the main reason patients left comments, whether positive or negative. Waiting time emerged as another critical element in triggering patients' unfavorable reviews. Patient population type, whether inpatient or outpatient, has been found to impact perceptions of service quality within health care institutions. As such, health care administrators should be cognizant of this phenomenon and make informed and tailored decisions when addressing quality within their respective services. Emphasis on the development of both interpersonal and professional skills among health care personnel may prove beneficial in enhancing the patient experience and ultimately fostering positive online reviews.

Factors affecting the use of e-banking services among customers of Algerian banks: A qualitative study

This study aims to identify the factors influencing the use of e-banking services among clients of Algerian banks. To this end, a theoretical model was proposed based on the technology acceptance model (TAM) and the concept of electronic word of mouth (eWOM). To validate the variables of the proposed model in the Algerian context, we conducted a qualitative study using semi-structured interviews, which were carried out with 17 clients from various cities across Algeria, including those in the east, west, north, and south of the country. The data collected were subjected to thematic content analysis using a constructivist research approach. The results revealed significant effects of perceived usefulness, perceived ease of use, perceived trust, and electronic word-of-mouth (eWOM) on the use of e-banking services among clients of Algerian banks. The results also uncovered other variables that are expected to have a significant effect on e-banking use in Algeria, namely perceived costs and perceived service quality.

Assessing Service Quality of Bike Sharing Service within Kathmandu Valley

Embracing a sustainable transportation paradigm requires a shift towards more eco –friendly modes of travel such as bike sharing services like Pathao & Indrive, Introducing a potentially disruptive and beneficial change to the transportation landscape in Nepal, bike-sharing hold a significant presence in Kathmandu, evidenced by their daily ridership and public recognition. Being a comparatively new concept, its service assessment becomes critical for the persistence of the facility. Perceived service quality assessment is a result of convoluted decision making process which require careful considerations of various factors including observed and unobserved variables. The study focuses on evaluating the service quality of Pathao & Indrive bike service employing the concept of structural equation modeling through the identification of unobserved influencing factors. Six latent variables were identified through factor analysis. An empirical model was developed to identify the interactions among major variables affecting service quality. SPSS 22 and SPSS Amos 21 were used for model development. The findings of the study presented that, the variable that have significant effect on service quality, was user’s safety followed by latent variables service accessibility & application efficiency. The study will provide practical insights to these services to enhance their effectiveness and usability making the service more acceptable. It will also provide clarity in understanding to inform adoption of suitable policy decisions.

The Influence of Service Quality, Product Quality, and Price Perception on Purchase Intention through Consumer Satisfaction as an Intervening Variable (Case Study at the Sinar Mas Karanganyar Electronic Store)

The Influence of Service Quality, Product Quality, and Price Perception on Purchase Intention through Consumer Satisfaction as an Intervening Variable (Case Study at the Sinar Mas Karanganyar Electronic Store)

뷰티 소비자가 지각하는 서비스품질과 전환비용, 지속이용의도와의 관계

The survey subjects were analyzed the impact of service quality perceived by beauty consumers on switching costs and intention of continued use, and further verify the mediating effect of customer trust. The subjects of the survey were 388 beauty consumers, and data were collected using face-to-face and non-face-to-face methods through structured questionnaires. The conclusions drawn the research progresses through several procedural steps, outlined as follows. The service quality perceived by beauty consumers was found to have a statistically significant effect on customer trust, switching costs, and intention of continued use. Second, beauty consumers' perceived customer trust was found to have a statistically significant impact on switching costs and intention of continued use. Third, the study found that customer trust partially mediates the relationship between perceived service quality among beauty consumers and both switching costs and intention of continued use, showing statistical significance.The results of this study can be used as data to raise the importance of service quality for revitalizing the beauty industry and to establish beauty management strategies.

The Role of Online Queues as a Moderator Between Service Quality and Patient Satisfaction for National Health Insurance's Participants

This study aims to provide new insight and fill the gap of previous research by adding online queues to moderate the effect of perceived service quality and the organization’s image on perceived satisfaction. Data were collected from 120 respondents who are members of National Health Insurance (JKN) who became patients at Prof. dr. I Goesti Ngoerah Gde Ngoerah Hospital Denpasar. Partial Least Square Structural Equation Modeling (PLSSEM) was used to analyze and test hypotheses. This research applied quantitative approach using a preexisting measurement scale. The results of this study prove that service quality has a positive and significant effect on customer satisfaction. Another finding from this study is that an organization's image does not significantly affect customer satisfaction. Online queues could not moderate the relationship between service quality and the organization's image on customer satisfaction. The practical implication of this research is that hospitals must continue to improve the quality of their services to increase patient satisfaction with the hospital

An fsQCA analysis of service quality for hotel customer satisfaction

Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.