Service Quality Research Research Articles

Service quality in higher education: A literature review

In a time where the student experience increasingly mirrors a customer-centric approach, universities are tasked with fulfilling the role of comprehensive educational service providers. This paper presents a comprehensive literature review on service quality in higher education, focusing on various generic and industry-specific scales. The primary objective of this article is to analyse and compare prominent measurement scales such as SERVQUAL, SERVPERF, HEdPERF, UnivQual, and HiEduQual. Each scale is defined according to its original literature and provides a foundational understanding of their respective constructs and factors. To achieve a nuanced comparison, the paper examines these scales based on the number of factors extracted from studies and their characteristics. The analysis reveals a great diversity and specificity of factors in measuring service quality across different higher education contexts. Beyond that, the paper analyses a database of 45 selected peer-reviewed articles to understand the practical application of service quality scales in empirical research. This examination considers multiple dimensions such as the country of focus, the statistical procedures employed, and the research methods. These dimensions offer a rich comparative insight into the trends in service quality research within higher education. Additionally, the study delves into the number and names of factors identified in each article, mapping them against the established scales to uncover patterns and deviations in empirical findings. A notable aspect of the review is the exploration of gender differences in service quality perceptions, a critical yet often underexplored area. This gender-based analysis provides valuable insights into how male and female students may perceive service quality differently, thereby informing more nuanced and inclusive service quality enhancement strategies. The findings of this paper underscore the multifaceted nature of service quality in higher education and the importance of context-specific scales. By comparing different measurement approaches and analysing a broad spectrum of empirical studies, this review contributes to a deeper understanding of how service quality is conceptualised and measured in higher education. It also offers practical implications for researchers and practitioners aiming to enhance service quality and align it more closely with student expectations and experiences.

The Influence of Service Quality and Social Media on Blood Donation Interest in Indonesian Red Cross South Sulawesi Province

The Indonesian Red Cross (PMI) is the only organization that has the authority to provide blood transfusion services. In 2021, the number of donors at the Indonesian Red Cross Blood Donation Unit, South Sulawesi Province, was 10,265 people, with 2,168 people taking blood from activities inside the building or around 21% and taking blood outside the building as many as 8,097 or around 79% (UDD PMI South Sulawesi Province, 2021) of the total population in South Sulawesi which reached 8,956,181 people, this proves that interest in blood donation is low (BPS, 2021). The demand for blood for blood transfusions is increasing. The minimum need for blood in Indonesia has reached around 5.1 million bags per year or 2% of the population, (WHO 2016). The Indonesian Red Cross Blood Donor Unit for South Sulawesi Province has not been able to meet the target of voluntary blood donations in accordance with the World Health Organization (WHO) requirement for voluntary donors of at least 2% of the population. This research aims to analyzing the influence of service quality and social media on interested in donating blood. The novelty of this research of Service Quality and Social Media on Interest in Blood Donation in the Indonesian Red Cross Blood Donation Unit, South Sulawesi Province in 2022. Using quantitative descriptive research using a questionnaire instrument with multiple linear regression method. The Service Quality and Social Media has a positive and significant effect on Interest in Blood Donation at UDD PMI South Sulawesi Province. Limitations of research is not measured from the many existing social media so it cannot be known which ones contributed the most of donors

Urgensi Mutu Pelayanan Customer Service Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah

ABSTRACT Service capability plays an important role for the sustainability of a company in increasing customer satisfaction and loyalty. The main priority of a company engaged in banking services is customer satisfaction. In winning the increasingly competitive competition, the Bank strives to provide the best service (service excellent). This study aims to determine the importance of retaining customers and reaching potential customers. In addition, to find out how to maintain and improve the quality and loyalty of its customers. The research uses a library research method in which data is collected based on academic data bases, digital libraries, and repositories of educational institutions. Some references are obtained from books, scientific journals, articles and research reports relevant to customer service quality research in improving customer quality and loyalty. The result is that customer service quality has a crucial role in shaping customer perceptions of financial institutions. Quality of service is very concerned about satisfaction and loyalty to maintain a positive brand image or image in the eyes of the community. The effect of customer satisfaction on customer loyalty can show that customer satisfaction has a significant effect on customer loyalty. Increasing service quality has an impact on customer satisfaction and loyalty is also increasing. Conversely, if the quality of Customer Service service decreases, it will have an impact on worsening customer satisfaction and loyalty.

Synthesizing Insights: A Meta-Analysis of Global Public Transport Service Quality Research

Synthesizing Insights: A Meta-Analysis of Global Public Transport Service Quality Research

선취업·후진학 성인학습자의 교육서비스 품질연구 : Kano model과 Timko 고객만족계수를 이용하여

The purpose of this study was to identify the degree of educational service quality perceived by adult learners in ‘Work First-then on College System’ who are college students only for adult learners in the lifelong education system of the LiFE project, and to secure data to build and operate better education services in the future. To this end, the educational service quality was classified using the Kano model, and the satisfaction and dissatisfaction indexes were measured by calculating the quality factor index through Timko's customer satisfaction coefficient. The results of the education service quality research are as follows. Among the 26 questions in the 5 factors of tangibility, reliability, empathy, certainty, and reactivity, 14 questions were classified as Attractive quality and 10 questions were classified as O-dimensional quality. And two questions showed the same measurement value for Attractive quality and O-dimensional quality. In addition, all Customer Satisfaction Coefficients were classified as Attractive quality with Better index higher than Worse index. Attractive quality is a positive factor that can be amplified to the level of customer satisfaction when the service is satisfied. All 5 questions regarding confidence in teaching expertise, preparedness, technique, friendliness, and fairness were found to be attractive qualities. In addition, O-dimensional quality is a factor that leads to satisfaction when satisfied and dissatisfaction when not satisfied, and is frequently found in tangible factors. This confirmed that the external parts such as university facilities and equipment are elements that must be satisfied first. The results of this study are expected to be used as data to secure and improve the quality of educational services for adult learners, to secure admission resources for adult learners, and to create a competitive advantage.

Stakeholders’ perceptions on the introduction of additive manufacturing (AM) in the maritime spare parts supply chain

Spare parts supply chain (SPSC) plays a crucial role in keeping ship machinery running. This study, rooted in a thorough literature review encompassing both academic and industry research, as well as established standards, seeks to shed light on stakeholder perspectives regarding the integration of Additive Manufacturing (AM) into the maritime spare parts supply chain (SPSC). The aim is to address fundamental questions critical to shaping the maritime spare parts supply chain with AM. The research employs a questionnaire-based methodology, deemed the most appropriate tool for capturing stakeholder perspectives, motivations, and concerns. Participants are categorized as “end-users” and “suppliers” of spare parts. The end-users in the maritime SPSC encompass individuals both on board vessels and in onshore offices, ranging from ship owners to engineers, surveyors, and staff in various departments. On the upstream side of the SPSC, the study engages with manufacturers and suppliers of spare parts, including original equipment manufacturers and third-party subcontractors, as well as various types of distributors and service providers. The research concludes with a comprehensive understanding of the maritime industry’s engagement with AM, balancing cost-efficiency with the preservation of service quality and operational readiness. It identifies significant barriers, such as quality assurance, the need for skills and knowledge, digital asset management, copyright protection, and equipment availability and costs. This study marks a pioneering exploration of stakeholder perspectives within the maritime SPSC concerning the integration of AM technology. It underscores the industry’s eagerness to embrace digital transformation while highlighting key challenges that must be addressed for a successful transition; this is clearly an added value from a practical perspective. As the maritime sector stands at the precipice of technological evolution, understanding these perspectives is integral to steering towards a more efficient, cost-effective, and sustainable future. Highlights The study delves into the perspectives of diverse stakeholders in the maritime Spare Parts Supply Chain, and how they approach Additive Manufacturing It reveals a comprehensive understanding of the industry’s commitment to cost-efficiency while maintaining service quality and operational readiness The research identifies significant barriers hindering the integration of Additive Manufacturing This study pioneers shedding light on the industry's enthusiasm for digital transformation and highlighting critical challenges that need addressing The findings provide practical insights for the maritime sector as it navigates technological evolution

Trends of Service Quality Researches in Indonesian Health Journals Over The Last Five Years : A Literature Review

Quality, considered a key element in distinguishing and providing a competitive edge in services, is a potential source for long-term sustainability. Therefore, it is essential to measure and enhance the level of quality. This research aims to examine trends in healthcare service quality research. The method employed is content analysis based on articles from accredited SINTA journals published in the last five years. Aspects investigated include the number of annual article publications, research types, research subjects, types of healthcare institutions, service types, data collection instruments, and data analysis methods. Among the published articles, the most dominant research type is quantitative with correlation analysis. Patients are the most frequently targeted research subjects in studies of healthcare service quality. Hospitals and community health centres are common research locations due to their wide range of services. In the context of the findings of this research, several recommendations have been made for future studies that prioritize the development of service quality and patient satisfaction. These recommendations include efforts to diversify the types of research conducted and select more accurate data analysis techniques.

The Influence of Service Quality and Timeliness of Delivery on Customer Satisfaction at the Sicepat Express Delivery Service in Johar Baru, Central Jakarta

Online trading certainly requires goods delivery services. Inappropriate service quality can affect the business where customers can provide an assessment of the service, and timeliness can also affect customer satisfaction if it is not in accordance with the estimates provided by the delivery service. This study aims to analyze the effect of service quality and on time delivery on customer satisfaction at the SiCepat Ekspres delivery service in Johar Baru, Central Jakarta. This research method uses a quantitative method by using a questionnaire via google form. The population of this study was 12,633 of the Johar Baru SiCepat Ekspres customers in January-May 2023 by calculating the number of respondents using the slovin formula with a result of 100 respondents. With the results of service quality research (X1) has an influence on customer satisfaction of 56.5%. Timeliness of delivery (X2) has an influence on customer satisfaction of 72.3%. Service quality (X1) and timely delivery (X2) simultaneously influence customer satisfaction variable (Y) with a value of 73.5%, the remaining 26.5% is explained by other factors not included in this study.

Literature Review of Research on Service Quality in Online Shopping

With the booming development of e-commerce, online shopping has become an indispensable shopping method in people's daily life. From shopping convenience to logistics speed, from product quality to customer service, these factors together shape consumer satisfaction and loyalty to online shopping. Enhancing online shopping service quality and exploring the factors affecting consumers' service evaluation are topics worthy of in-depth research. In this paper, we will focus on online shopping service quality, and find the key direction of online shopping service quality research through bibliometric method, which provides a reference for future related research.

Analisis Penyusunan Rencana Strategis RSUD dr. M. Yunus Bengkulu Tahun 2021-2026

The focus of this manuscript is on developing a strategic plan for a hospital, with a case study of RSUD dr. M. Yunus Bengkulu, which is a government-owned Class B Education Hospital. This research is qualitative in nature with a descriptive design. The research findings indicate that both external and internal environmental factors position RSUD dr. M. Yunus Bengkulu in the "Growth and Build" quadrant on the IE Matrix and in the "Internal Fix-It" quadrant on the TOWS Matrix. The selected alternative strategy is Market Penetration, accompanied by improvements in the hospital's weaknesses to seize existing opportunities. An Implementation Plan is devised to align with the hospital's vision of becoming a Class A Hospital with quality, progressive, competitive services, and a focus on Education and Research. In order to achieve this vision, RSUD dr. M. Yunus Bengkulu needs to identify potential market areas for expansion and address its internal weaknesses. Strategic steps must be taken to enhance service quality, increase competitiveness, and bolster research and educational capabilities within the hospital. With the right strategic planning, RSUD dr. M. Yunus Bengkulu can effectively confront changing environmental challenges, maximize growth potential, and achieve its vision of becoming an outstanding hospital with quality services and competitiveness.

Service Quality in Maritime Businesses: Bibliometric View

Service quality is crucial in the maritime sector, as it is in all sectors. Service quality research in maritime businesses continues due to technological developments, changing environment and human profile. The study aims to current a holistic perspective to research evaluating service quality in maritime businesses with visual mapping and bibliometric analysis method. Therefore, 122 article were identified in the Web of Science database. It was analyses with the VOSviewer program. It was determined that scientists from 41 countries, especially China, were study. It is possible to say that the number of research carried out in 2022 represents approximately 20% of the total scientific production. This indicates that production will continue to increase.

Influence of Service Quality on Emotional Satisfaction in Game Lodges

Purpose: Service quality in game lodges context elicit customers’ emotional satisfaction, which subsequently influences consumer behavior such as revisit intentions and WOM recommendations. Service quality research has paid more focus on cognitive dimensions of customer satisfaction, giving little attention on affective or customer emotional satisfaction. Hence, the main purpose of this study was to investigate the influence of service quality on tourists’ emotional satisfaction residing in star rated game lodges at Masai Mara National Reserve in Kenya.
 Methodology: The study adopted epistemological research philosophy guided by positivism paradigm with a quantitative and a cross sectional survey research design. Systematic random sampling technique was used to select the respondents and data was collected using structured questionnaires that were administered to 312 respondents drawn from visitors who resided in star rated game lodges at Masai Mara national reserve and its conservancies in Kenya. Data was analyzed using structural equation model that tested hypothesis and the relationship between service quality and emotional satisfaction. Data was presented in the form of tables and figures.
 Findings: The findings suggest that in the context of game lodges, service quality is important for developing customer emotional satisfaction. The study results support a positive and significant relationship between service quality and emotional satisfaction.
 Recommendations: The study contributes immensely to the theoretical background on service marketing by providing thorough examination of the service quality and its influence on emotional satisfaction. The influence of service quality on emotional or affective aspects of customer satisfaction in game lodges context allied to value- percept display theory is rare. Thus, this study broadens the domain of value- percept display theory that has received little attention. The managers in game lodges should identify and improve on the service quality dimensions that make the most significant contribution to emotional satisfaction. This is a significant input to the service marketing especially in the little researched area in service quality perceptions and emotional responses among the traditional, domestic and the emerging tourism markets in game lodges in Kenya.

A review of air transport service quality studies: current status and future research agenda

Air transport service quality has been a popular research topic in the last decade. A systematic literature review on this topic was conducted on the articles published in quality transport, tourism, and consumer service journals. We present the statistics on study locations, leading authors and affiliations, citations, and research frameworks and data collection methods. We show that there is an increasing use of online survey tools for data collection. Most of the articles have explicitly or implicitly used the SERVQUAL model or its variations such as AIRQUAL to examine the air transport service attributes. Several research areas are identified to bring the SERVQUAL model and the air transport service quality research up to date: the digital and technology-enabled service dimensions, the privacy and cybersecurity consideration, the corporate social responsibility dimension, and the hygiene requirement. We also call for in-depth studies into some individual service dimensions such as services for special needs passengers.

Mind the gap: Towards performance measurement beyond a plan-execute logic

Project performance measurement aims to identify deviations from intended goals and reduce ‘the gap’ between actual and expected performance. However, despite extensive measurement and control efforts, the gap is hard to close and, intriguingly, not necessarily related to the project's perceived performance, which is what will ultimately influence a stakeholder's satisfaction. Based on service quality research, this study explores the differences between perception and expectations of performance. Our mixed method study involving eighteen interviews and 85 survey responses in an IT-enabled change context shows that expectations and perceptions are fundamentally different concepts. As they are different, managing the gap between expectations and perceptions may be a nugatory task. The paper expands the literature on project performance measurement by questioning its foundations and offering a first step towards developing a more dynamic and subjective understanding of project performance that is consistent with a project's evolving nature.

Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction

PurposeThe aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India by integrating QUICKSERV into an established model of consumer behavior.Design/methodology/approachA cross-sectional study design was used for the hypothesis testing. Service quality perceptions with satisfaction, service value and behavioral intentions were measured using structural equation modeling.FindingsThe outcomes suggest a direct effect of the service quality of QSRs on the satisfaction, service value and behavioral intentions of Gen Z customers. Satisfaction further influenced customers' behavioral intentions. However, customer satisfaction and behavioral intentions were not directly influenced by service value. Finally, the association between service quality and behavioral intentions was mediated by satisfaction.Practical implicationsManagers should encourage a pleasant attitude, good grooming and friendliness in QSR employees as Gen Z highly values these aspects. At the same time, QSRs should focus to elevate the service value of Gen Z customers by lowering their sacrifice perceptions and fostering initiatives.Originality/valueAlthough many studies have considered millennials along with Gen Z to analyze the relationship between service quality and behavioral intentions in different service settings, few researchers have considered the impact of Gen Z consumer features in service quality research separately. The findings of the study will help both practitioners of different QSR brands and facilitators in hospitality academia to better understand the nuances and uniqueness of Gen Z consumer behavior in the QSRs.

Fuzzy PROMETHEE model for public transport mode choice analysis

The importance of public transportation service quality research is significantly increasing in recent years, it is the key to understanding and analyzing passengers’ preferences. Different approaches are utilized to explore users’ preferences however, dominantly these apply merely subjective scoring of the attributes and alternatives of the mobility. In this paper, we design a specific model for public transportation mode choice which is capable of integrating subjective scoring with scoring by objective measures such as distance or time. Owing to this purpose, we combine the outranking Preference Ranking Organization METHod for Enrichment Evaluation (PROMETHEE) as a method to evaluate passengers’ preferences for tangible and intangible criteria with the fuzzy theory, and the Graphical Analysis for Interactive Aid (GAIA) plane to visualize the interactions between attributes as well as to test the robustness of the results via sensitivity analysis. The contribution of this paper is the constructed integrative method that is less subjective than the well-known models but also keeps the freedom of individual evaluators in expressing their preferences. Moreover, another significant issue of mode choice analysis is the group consideration, which is also refined in the new methodology by taking into account not only the mean of group preferences but also their range. A common characteristic of public surveys, the possible vague responses of the layman pattern is solved with the fuzzy approach to reduce the risk of uncertain scoring. The proposed model acts as a great base for the fuzzy inference system that can facilitate mode choice for passengers within a changing environment. The efficiency of the new methodology is demonstrated through a real-world case study of Budapest city, the obtained results are supporting underground mode service quality and highlighting its impact on citizens’ behavior in favor of public transport.

Measuring and managing service productivity: a meta-analysis

Despite service productivity’s scholarly prominence and practical relevance, past research in marketing has primarily adopted isolated perspectives from which disjointed empirical findings reign supreme. As the acquisition of knowledge about service productivity accelerates, the collective evidence becomes more interdisciplinary but also more fragmented. This study uses a meta-analysis to integrate the substantial empirical record on service productivity. We formulate hypotheses on the moderators of service productivity-determinant relationships and meta-analyze 77 articles, relying on 81 independent samples with a cumulative sample size of 30,238 participants to test our predictions. Our meta-analysis provides empirical evidence that service quality and internal efficiency must be considered jointly, not in isolation, to maximize profitability. Thus, relying on one aspect in isolation is less appropriate for measurement purposes and might not lead to positive outcomes. This important finding should concern service scholars and managers because falling profit margins require service firms to move beyond the traditional manufacturing productivity that separates service quality from internal efficiency and consider service productivity as a profitability concept. In sum, our findings provide a viable model to explain the main service productivity determinants and moderating variables, offering valuable insights for practitioners that aim to deliver cost-efficient service quality and promising future research directions.

Customer service quality research in online stores

Customer service quality research in online stores

Factors influencing quality of transnational education: Evidence from a Sino-UK MA program.

With the internationalization of higher education, transnational education (TNE) has gradually become one of the main means to mobility of education resources in many countries. There have been many studies on service quality research, but not many of these studies attempt to directly explore the in-depth factors contributing to service quality. This study investigated the factors impacting the quality of TNE based on the interpretation of students' experiences on a Sino-UK MA program. Semi-structured interviews with seven participants revealed that high-quality educational resources and professional and sympathetic lecturers are the two major factors impacting the service quality. The results suggested that educational resources that meet the local social needs are considered desirable service offerings. Lecturers are key factors guaranteeing the service delivery. This study sheds light on service quality components of TNE that have not been given much attention in the literature of previous research, as well as informs host and export institutions on TNE programming.

Research of service quality of hotels in Belgrade by analysis of guest reviews on Facebook

The growth of the Internet has brought about a notable change in the way that information is accessed by users. Rather of relying just on the provider of tourism services, users may now obtain information from one another. The distribution of information is done word-mouth-WOM, but not in a traditional way, but through the use of Web 2.0 applications (eWOM). Hotels' social media profile are becoming an increasingly important source for consumers when collecting information about hotel products. Social networks make up one network platform for connecting people around the world, enabling them to download information freely through audiovisual , audio and text-based information. Successful communication through social networks today is almost no longer an issue of choice, but is one of the most important tools of business for every hotel and tourist company that contributes to achieving better business results. The aim of this research was to identify if there are differences in perception of service quality in selected hotels. The tested variables were gender and origin of guests and hotel category (number of stars). The results of research showed that there are no differences in perceptions of service quality according to gender and origin of guests. Hotel category proved to be a factor of differences in the perceptions of the guests.