Perceived Service Quality Research Articles

The Delivery Model of Perceived Medical Service Quality Based on Donabedian's Framework.

The implementation of the National Health Insurance has transformed the medical care landscape in Taiwan, rendering perceived medical service quality (PMSQ) and patient satisfaction significant focal points in medical care management. Past studies mostly focused on the technical aspects of medical care services, while overlooking the patients' perception of services and the delivery process of PMSQ in the medical care experience. This study integrated the theoretical framework of the Donabedian SPO model and the SERVQUAL questionnaire. The survey was conducted among the outpatients of three types of medical institutions in northern Taiwan: academic medical centers, metropolitan hospitals, and local community hospitals. A total of 400 questionnaires were collected, and 315 valid questionnaires remained after eliminating the incomplete ones. This study established a PMSQ delivery model to explore patients' perceptions of medical service quality. It was found that the variable, Assurance, could deliver the PMSQ and enhance the Medical outcome (MO), while improving the variable, Tangible, in medical institutions could not significantly enhance the MO. These findings emphasize the importance of healthcare institutions prioritizing the professional background, demeanor of their healthcare staff, treatment methods, and processes over tangible elements.

Factors associated with patient loyalty in private healthcare sector in Egypt

Purpose This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating role of the sociodemographic factors.Design/methodology/approachThe data were gathered from 462 patients via a structured questionnaire, while structural equation modeling was utilized for the analysis.Findings Results indicated that trust, perceived value and patient satisfaction have important roles in shaping the patient loyalty, while patient satisfaction was found to fully mediate the patient’s perceived service quality. Loyalty relationship was also found to partially mediate the trust–loyalty relationship. Nonetheless, the patient’s satisfaction–loyalty relationship was found to be only moderated by the age factor.Practical implications Implications are provided to the Egyptian private hospitals in order for them to formulate improvement plans as well as set higher standards of conduct.Originality/value This original research is the first one, up to the researcher knowledge, that explores the drivers of patient satisfaction in the private hospitals in Egypt.

A Study of the Impact of the Use of Real-Time Crowding Information on the Perceived Service Quality of High-Speed Rail by Passengers with Unfixed-Seat Tickets

Unfixed-seat tickets are one of the supplementary forms of tickets used when the transport capacity of high-speed rail is insufficient; however, the needs of passengers with unfixed-seat tickets are often neglected. To understand the influence of unfixed-seat tickets on passengers’ perception of the quality of high-speed rail service, including their satisfaction, this study takes the provision of real-time crowding information (RTCI) as the independent variable and the satisfaction of passengers with unfixed-seat tickets with the quality of the high-speed rail service as the dependent variable, and adds social anxiety as a moderating variable, to construct a model. We conducted experiments and gathered data through questionnaires. The results showed that the implementation of RTCI has a significant impact on the satisfaction levels about high-speed railway service quality. In comparison to scenarios without RTCI or with RTCI failure, successful RTCI implementation can significantly enhance user satisfaction. Additionally, the moderating effect of social anxiety is significant. Perceived satisfaction did not significantly differ for individuals with low social anxiety in the absence of RTCI or in cases where RTCI failed; however, for individuals with high social anxiety, perceived satisfaction was significantly lower when RTCI failed compared to the No-RTCI condition. The potential practical implications of these findings are discussed.

EXAMINATION OF SERVICE QUALITY PERCEPTIONS OF MULTI-PURPOSE SPORTS FACILITY USERS

The purpose of this study: multi-purpose sports facility users are examining the perceptions of service quality. In the study, a questionnaire technique was used from quantitative research techniques. In this context, data were collected from 164 people from sports facilities operating in Gaziantep province. In this study, various statistical methods and analyzes were applied in order to evaluate the service quality of multi-purpose sports facilities by using the SERVQUAL scale used in UTKU (2019)'s Mes Service Facilities in Local Governments: Etimesgut Municipality Case”. The expectations and perceptions of the participants regarding the service quality of the sports facilities were determined using the SERVQUAL scale. Therefore, the averages of expected service quality and perceived service quality were obtained through this scale. Descriptive statistics showing the basic properties of the data set (average, standard deviation, media, quarter) have been calculated. Independent sample T-test, independent sample T-test were applied to determine the differences between the expected and perceived service quality between the two groups. One-way analysis of variance (ANOVA) is a statistical analysis method used to compare multiple groups. This analysis has been used to determine whether there is a significant difference between the averages of expected and perceived service quality. When the data was analyzed, no statistically significant difference was found between the expected service and perceived service scores according to gender, membership duration, weekly facility usage frequency, and daily facility usage time. On the other hand, a significant difference was found in some parameters between the expected service and perceived service quality according to income level and education level variables. As a result, it can be said that sports facility users can largely obtain the service they expect from a sports facility, but they cannot receive the expected service in the personnel sub-dimension. It is thought that in-service training to be provided in public sports facilities to increase the quality of personnel may be useful.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0661/a.php" alt="Hit counter" /></p>

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.

Health provider administration functions, patient satisfaction, and loyalty: Their mediation by patient healthcare service quality perceptions

The study tested a health service quality mediation model on patient satisfaction and loyalty outcomes with provider administration functions. Participants were 7 108 outpatients from eleven public hospitals in Hubei province, China (female = 58.5%; infections and chronic diseases = 70.5%; mean age = 45.1 years, SD = 0.92 years, age range = 18–60 years). Provider administration measures included outpatient experience (physician services, waiting for area services, referral department services, and registration department services), patient satisfaction, and loyalty. SmartPLS-SEM (path modelling) and mediation data analysis indicated patients were most satisfied with physician services and waiting for area services. Clear communication, effective treatment, and empathetic care, shorter wait times, comfortable settings, and courteous front-desk staff contributed to the overall positive patient experience. Health service quality perceptions by patients mediated the relationship between the provider administration functions and loyalty. These findings suggest that improving perceived service quality in individual departments of hospitals can lead to higher patient contentment and long-term patient loyalty. In view of these findings, outpatient hospitals should develop and use management tools for identifying sources of improvement in perceived service quality and fostering clientele loyalty.

The Impact of Flight Attendants' Attractiveness on Perceived Service Quality: An EEG Perspective

Competition in the airline transportation sector has significantly intensified following the deregulation act in the United States. To remain competitive, airline companies have begun implementing a range of strategies. One of the strategies commonly used by airlines is to improve service quality. Service quality has been very beneficial for airline companies to maintain profitability and increase market share. To achieve this goal, airlines must investigate the factors influencing service quality and enact improvements and regulations based on these determinants. There are significant studies in the literature on the influence of service employees on service quality. However, there are only a limited number of studies on the influence of the service quality of flight attendants, who are the public face of airline operations, on service quality. This study focuses on the influence of the level of attractiveness (a nonverbal characteristic) of flight attendants on perceived service quality. This research employs a neuromarketing method, specifically the frontal asymmetry approach, using electroencephalography (EEG) techniques. In the experiment, 37 participants were recruited, including 19 males and 18 females, and frontal alpha asymmetry metric results were derived from electrode pairs. In the experiment conducted at the Faculty of Aeronautics and Astronautics, Eskisehir Technical University, participants also evaluated the influence of flight attendant attractiveness on service quality using a survey technique. The findings indicate a significant difference in frontal alpha asymmetry (FAA) metrics between attractive and unattractive flight attendants. FFA metrics of attractive flight attendants were greater than those of unattractive flight attendants. Additionally, FAA metrics were found to be greater under favourable service delivery than under unfavourable service delivery. Furthermore, among the service dimensions, the reliability and responsiveness dimensions had higher FAA metrics than did the other dimensions. A study comparing EEG results with survey responses revealed a statistically significant difference. The findings indicate that flight attendants with higher levels of attractiveness enhance their motivation to approach, thereby contributing to an improvement in perceived service quality. Moreover, these findings underscore the potential of neuromarketing methods for validating outcomes from conventional research approaches. Based on these findings, airlines should develop policies that prioritize attractive attributes in the recruitment of flight attendants. In addition, implementing various programs and incentive systems to maintain the attractiveness of flight attendants is essential. Moreover, providing services with diversified flight attendant profiles tailored to different customer segments is considered crucial for customer satisfaction and experience. Future studies could achieve more comprehensive results by using diverse sample sizes and age groups along with different neuromarketing techniques. Furthermore, the findings suggest a high potential for applying the frontal alpha asymmetry approach in other marketing fields.

Perceived Service Quality at Higher Education Institutions: A Study on the Success Factors of Total Quality Management Practices in Bangladesh

The Total Quality Management (TQM) approach has gained significant attention in the Higher Education (HE) sectors worldwide, originating in the United States in the mid-1980s to drive continuous improvement within higher education institutions (HEIs). While TQM has been widely embraced in developed nations to evaluate service quality in HEIs, its application in developing countries remains relatively unexplored and fragmented. This study aims to fill this gap by investigating students' perceived service quality in HEIs in Bangladesh using the TQM approach. Data collected from 384 respondents across four established public universities in Bangladesh were analyzed using partial least squares-structural equation modeling (PLS-SEM) and SmartPLS 3.0 software. The findings underscore significant barriers to service quality perception at HEIs in Bangladesh, including a deficient learning environment, ineffective student relationship management, student dissatisfaction, limited student involvement, and inadequate student focus. Therefore, addressing these challenges is crucial for policymakers and practitioners to maintain service quality standards and improve educational outcomes at HEIs in developing countries.

Cultural Intelligence and Sustainable Career Success in Intercultural Service Encounters

Scholars have explored individual, organisation and external factors impacting career sustainability and framed these as part of a career ecosystem. While productivity is considered pivotal for career sustainability according to conceptual frameworks, there remains a gap in understanding its practical implications for occupations involving Intercultural Service Encounters (ICSEs). Culture significantly influences the attitudes and behaviours of service employees and shapes customers’ perceptions of service quality, thereby making cultural intelligence (CQ) a key competency for employees working in ICSEs settings such as in cultural tourism and the airline industry. This paper adopts De Vos, Van der Heijden, and Akkermans (2020) conceptual framework to underscore the significance of CQ in ICSEs and its connection to performance, thus fostering career sustainability in such contexts. Data from an ethnographic case study in Thai Airways, comprising semi-structured interviews with cabin crew employees, observations, and company records, were collected. Our study highlights the significance of CQ competencies in expanding the understanding of sustainable careers in ICSEs settings and aligns with the Career Ecosystem theory by emphasising the interplay between individuals, organisations, and national culture in shaping sustainable careers in such settings.

Customer Demographics and Hotel Service Quality: An Indepth Investigation

The hospitality industry is characterized by its dynamic and competitive nature, necessitating a nuanced understanding of customer preferences and expectations. Through a thorough analysis, this research seeks to understand the multifaceted connection between customer demographics and hotel Service Quality (SQ). The hospitality sector has to comprehend how the different demographic aspects affect how the customers perceive and they are satisfied with hotel services to customize services while enhancing the overall experience for customers. This research is experimented in the SPSS tool regarding analyzing the customers' perceptions of SQ in hotels. A standardized questionnaire was implemented to survey 550 hotel customers and the results were analyzed in terms of the demographics of the participants. To determine whether there were any significant associations or distinctions, the t-test for independent samples (IS) and the “Chi-square test” was employed. Significant variations were found in the outcomes of the 4 dimensions regarding SQ. It was typical to find that, depending on their demographics, hotel customers' opinions of the quality of the services offered differed greatly. The hotels throughout India were frequented by people from a wide range of backgrounds. Customer demographic traits probably have an impact on how well they perceive the quality of the services provided by hotels.

Restaurant containment measures and perceived service quality: implications for future pandemics

PurposeThis study aims to identify the impact of restaurant pandemic mitigation measures on perceived service quality.Design/methodology/approachA total of 15,251 reviews were collected from 300 TripAdvisor Lisbon restaurant Web pages between March 2020 and December 2021, when Covid-19 contingency measures were in place. Grounded on the online reviews, a word frequency matrix was created and used as input on partial least squares–structural equation modeling to test the proposed hypotheses.FindingsThe results suggest that precaution measures, such as the Vaccination Certificate, negative tests and restaurant layout configuration, positively influenced perceived service quality and consumer satisfaction, moderated by consumers’ beliefs.Originality/valueThis study provides relevant information for restaurant managers, which will help them implement strategies to guarantee service quality, consumer satisfaction and revisit intentions in future pandemic scenarios.

Perceptions of Service Quality in Latin American State Institutions

Perceptions of Service Quality in Latin American State Institutions

Evaluating the Impact of Assignment Group and Category Classification Prediction of Incoming Service Requests on the Perceived Service Quality: A Quasiexperimental Study in the Enterprise Software Industry

Evaluating the Impact of Assignment Group and Category Classification Prediction of Incoming Service Requests on the Perceived Service Quality: A Quasiexperimental Study in the Enterprise Software Industry

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.

Service Quality Perceptions in a Regional Setting: Mobile Financial Services Perspective

Service Quality Perceptions in a Regional Setting: Mobile Financial Services Perspective

Scale Development and Inferential Analysis of Service Quality in Higher Education: A Sequential Exploratory Mixed-Method Study

In response to the consumer-oriented shift in higher education, institutions are embracing technology and flexible delivery to enhance services. This is critical for student attraction, retention, and academic success. Consequently, the focus on service quality and student satisfaction has grown. This study investigates service quality expectations and perceptions of students in a local Caribbean -based tertiary institution. A novel scale, the “Service Quality Scale for Higher Education (SQSHE),” is developed using a sequential-exploratory mixed-method approach. The SERVQUAL-driven Disconfirmation framework informs this scale, measuring the gap between expected and perceived service encounters. Three focus group interviews generate a 53-item pool, refined to a 23-item scale with four dimensions: student well-being, service efficiency, social interaction, and value co-creation. The SQSHE demonstrates reliability, stability, and internal consistency. Data from 179 participants via an online questionnaire reveal four service quality dimensions, with two displaying significant negative gap scores. This culturally relevant four-factor scale contributes significantly to higher education research. By addressing student expectations, institutions can enhance strategies to elevate satisfaction and success rates.

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.

The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks

The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks

SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS RHETT'S PRINTING SERVICE IN BAGTAS, TANZA CAVITE: BASIS FOR SERVICE ENHANCEMENT PLAN

In the business world, understanding the relationship between service quality and customer satisfaction is important. Businesses that offer services play a crucial role in ensuring their service quality aligns with customer expectations, ultimately leading to customer satisfaction. By prioritizing service quality, businesses can build customer loyalty, gain a competitive edge, and foster positive word-of-mouth, all of which contribute to the overall success and growth. This study aimed to determine the service quality and customer satisfaction of Rhett’s Printing Services in Bagtas, Tanza, Cavite. Participants evaluate the service quality and customer satisfaction of Rhett’s Printing based on the SERVQUAL model, which measures five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. As a result, it is revealed that in terms of customer perceptions of service quality of Rhett’s printing service, the participants strongly agree with the five qualities of the services provided by the Rhett’s Printing Services, and they consistently deliver outstanding service quality as perceived by customers. It is also revealed that the participants are very satisfied with the service of Rhett’s Printing Services. The researchers identified specific areas for service enhancement, aligning with the proposed plan for improvement at Rhett’s Printing Services. The focus is on renovating or relocating the studio, fixing lights, and upgrading equipment aims to create a more comfortable environment and efficient execution of service process, aligning with contemporary expectations of service quality and contributing significantly to customer satisfaction.

Marketplace customer loyalty through the lens of perceived service quality, customer reviews, and customer satisfaction

Marketplace customer loyalty through the lens of perceived service quality, customer reviews, and customer satisfaction