Tangible Services Research Articles

Using the European Customer Satisfaction Index (ECSI) Model to Examine Student Satisfaction in the Context of Universities in Uganda

Student satisfaction (SS) is one of the strategic tools for a university in a competitive environment. Hence the need to investigate SS in universities. The aim of our study was to use the European Customer Satisfaction Index (ECSI) model to examine SS in universities in Uganda. The ECSI model suggests that SS is dependent on university image (UI), student expectations (SE), service quality of infrastructure and tangible service elements (SQITSE), service quality of people and processes (SQPP) and perceived value of investment (PVI). The ECSI model further suggests that PVI is dependent on UI, SE, SQITSE and SQPP. It also suggests that student loyalty (SL) is dependent on UI, SS and SQPP and finally that SE is dependent on UI. We designed a self-administered questionnaire on those constructs and had a sample of 704 students from seven universities in Uganda respond to it. We analysed our data using linear regression. Our findings gave support to the ECSI model in examining SS. We established that all the relationships among the constructs in the ECSI model were significant except the relationship between SQITSE and SS. We concluded that the ECSI model was appropriate for examining SS in the context of universities in Uganda. We recommend that university authorities allocate resources to improving their respective UI, SE, SQPP and PVI so as to enhance SS which invariably leads to SL.

Farmers’ willingness to engage in a deposit-refund system for animal manure in biogas production: A discrete choice experiment in Germany

This article reports the results of a discrete choice experiment with 101 German livestock farmers designed to establish the factors affecting the respondents’ acceptance of a deposit-refund system for animal manure. Farmers entering into a manure supply contract with a biogas plant would offer their entire slurry to the plant and pay a deposit which is refunded if and when the farmer takes back the same quantity of nutrients as initially supplied. Such a system can secure the supply of slurry for biogas plants and help farmers reduce greenhouse gas and ammonia emissions. A mixed-logit model revealed a very high overall willingness to participate in such a scheme. The average probability of participation is 70%. With an average of 73% of nutrients taken back the deposit-refund system can be a good way to distribute nutrients regionally. The remaining nutrient quantities are transferred to crop farms - if necessary for a fee, financed by the retained deposit. Low deposit rates and cost-reducing complimentary services offered by the biogas plant in the field of nutrient management improve participation. Free slurry storage with a WTP of €4.15 per m3 and free digestate spreading with a WTP of €7.14 per m³ can be very effective in enticing farmers into the scheme. Less tangible services such as the certification of greenhouse gas reductions appear less important for participation decisions. While high deposit amounts could increase nutrient redemption or additional intake, the probability of choice decreases as the amount increases. Based on the simulated acceptance rate, 8–10 €/t seems to represent a critical deposit level up to which a high probability of participation can be achieved.

An Investigation of the Effects of the Ukraine War on Children’s Mental Health

Since the start of the Ukraine war, children that have fallen victim to the war have become a part of the “lost generation”. Many of them lost family members, educational opportunities, and their childhoods. After losing the most important aspects of lives, they only encountered more impediments: physical, mental, and moral injuries. In order to mitigate the destructive impacts of this war, charities are donating food, water, clothes, and money – basic necessities that humans need to survive. Although the Ukraine war has received global attention and countless charities and non-profit organizations have provided such tangible services, there are other significant issues regarding children’s mental health that are going unseen. Mental illnesses and psychological disorders have been more prevalent in children as a result of the war. Mental issues are much more impairing and serious than physical injuries.Yet, most of the focus is on the physical health of the victims. In conclusion, more humanitarian organizations must consider interventions that would relieve psychological distress and help the children overcome their hurdles. 

Measuring the Quality of Car Dealership Services from the Point of View of Customers by Applying to the Automotive Sector in the Kingdom of Saudi Arabia

The study aimed to measure the quality of car dealership services from the point of view of customers by applying to the automotive sector in the kingdom of Saudi Arabia to raise the level of car companies’ services and for agencies to achieve the customers’ desires, needs and satisfaction, improve the quality of services, and the possibility of reaching results in improving the quality of services through which recommendations can be proposed Contribute to increasing customer satisfaction. The research problem was the quality of service provided by car dealerships and not the product itself. Low service quality is a selling problem, not a brand problem. Service quality expectations for new car owners have been increasing, increasing pressure on car manufacturers as well as dealerships to provide high-quality products and services. After-sales services and repairs at car dealerships have received much criticism from customers compared to their other purchasing experiences. Customer dissatisfaction with the quality of after-sales services at car dealerships highlighted the importance of providing high-quality services to customers to improve their satisfaction and generate positive behavioral intentions. Since the main objective of the study was to measure the quality of car dealership services from the point of view of customers by applying to the automotive sector in the Kingdom of Saudi Arabia, our study targeted the clients of five of the largest car companies and agencies in the Eastern Province of Saudi Arabia. The design and distribution of the questionnaire designed for this study was distributed to a sample of clients. Due to the large size of the target community, it was also relied upon the method of distributing the questionnaire during the interview, as the use of this method makes the respondents' answers more credible, as well as helps the respondent in answering the various questionnaire axes upon request. The study reached several results, the most important of which are: There is a statistically significant relationship between the quality of the services provided with its dimensions (service tangibility, reliability, response, empathy, safety) and customer satisfaction within the car agencies under study.

Assessment of Attitude of Customers Towards Service Quality Dimensions in Health Insurance Sector in Punjab and Chandigarh

Background: The success of any corporation depends upon the availability of products and quality of service provided to its customers. Service quality in health insurance depends upon the capacity of the companies to fulfil the expectation of the customers. So, it becomes necessary for the health insurance companies to provide better services to its customers. Purpose: This study aims to measure the level of service quality in selected health insurance companies in Punjab and Chandigarh. Methodology: The data has been collected from 460 customers residing in Punjab and the Union Territory of Chandigarh who had the health insurance policy from different public and private sector companies. SERVPERF scale given by Cronin and Taylor (1992) consisting of 22 statements of the perceptions of service quality has been used in the present study to measure the level of service quality of the health insurance companies. Results: The findings highlighted that the customers have moderate level of positive attitude about the different dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy of health insurance services provided by the selected companies. Conclusions: From the managerial point of view, the study would help health insurance companies to improve their service quality on all the dimensions namely tangibility, reliability, responsiveness, assurance and empathy to be successful and to survive for a long term in the market.

Service Quality dalam Membangun Competitive Advantage di Pondok Pesantren Nurul Jadid

This study describes service quality in building a competitive advantage in Nurul Jadid Islamic Boarding School. This research uses a qualitative case study approach. The data is obtained from observations and interviews. The resource persons in this study were seven people and consisted of the head of the Nurul Jadid Islamic boarding school, the head of the bureau leadership, bureau staff, students, guardians of students, alumni and the community around the Nurul Jadid Islamic boarding school. The data analysis uses Miilles and Hubberman's data reduction, data display and data verification. The results obtained from the implementation of service quality in building a competitive advantage at the Nurul Jadid Islamic Boarding School are (1) Tangible: tangible services such as E-Bekal services, BPS, visiting students, goods deposit services, and so on, (2) Reliability: service in the form of reliability such as TOEFL test services, service SOPs, service regulations, teacher centralization, etc., (3) Responsivness: services that are responsive or complaints from guardians in the form of guardian groups, (4) Assurance: health insurance, job security and pensions, (5 ) Empathy: the role of guardian for students

Opinion of customers on satisfaction in the selected bank branches in India

Banks are the mart of the world, the nerve centers of Economics and Barometers of nation’s property. Banking in India is indeed as old as Himalayas. But, the banking functions became an effective force only after the first decade of 20th century. India is having around 600 banks with 4800 branches spread all over the country and these were nationalized in a three-phased manner. Today the cost of retaining a customer is just one-tenth the cost of acquiring a new one. Banks do offer tangible services but which cannot satisfy the customers, who need intangible services, which could be experienced like behavior and efficiency of staff, speed of transactions and the ambience.

Exploring caregiving stressors and informal resources among Alzheimer's caregivers

BackgroundWe use Pearlin's Stress Process Model to examine the objective stressors and subjective burdens of caregiving among family members who care for people with Alzheimer's disease. We ask how these factors are related, whether and how these factors are related to caregivers’ depressive symptoms, and whether their impact on caregivers’ mental health is reduced by caregivers’ informal resources. MethodsOLS regression analyses were used to examine the processes hypothesized by the stress process model using baseline and screen data from the Resources for Enhancing Alzheimer's Caregiver Health II (REACH II) study. Analysis was conducted using R. ResultsSocial structural disadvantages have little effect on the stress of caregiving. However, women experience greater subjective burden and greater depressive symptoms. The most important objective stressor is the care recipient's behavior problems, but its effects are mostly explained by subjective burden. Subjective burden tends to deplete caregivers’ informal psychosocial resources, but this does not explain why subjective burden is the most important determinant of depressive symptoms. Informal psychosocial resources do not play an important role in reducing the impact of caregiving stress on depressive symptoms. DiscussionThis study suggests that without a full understanding of the effects of the burden of caregiving, any interventions or preventive actions will be of limited utility. Researchers and policymakers should consider the utility of providing tangible services to offset the negative impact of caregiving.

Perceived Quality of Traditional Chinese Medicine Care in Community Health Services: A Cross-Sectional Survey in Hangzhou of China.

Background Traditional Chinese medicine (TCM) is an integral part of the mainstream health care system in China. Public community health services are required by the government to deliver TCM services. This study aimed to assess patient perceived quality of TCM care in community health services. Methods A cross-sectional questionnaire survey was conducted on 471 TCM users in four community health centers in Hangzhou. Respondents were asked to rate their experiences on a Likert scale about tangibility, reliability, responsiveness, assurance and empathy of the TCM services they received. Linear regression models were established to determine the sociodemographic and services factors associated with the ratings. Results Average ratings on the five aspects of the TCM care ranged from 78 to 88 out of a possible 100, with assurance attracting the highest and empathy attracting the lowest score. Overall, higher perceived quality of TCM care (except for assurance) was associated with a choice of TCM in preference to western medicine. Those who reported higher cost (≥100 yuan) of TCM care rated higher on responsiveness and empathy of the care. But higher frequency of visits to community TCM services was associated with lower ratings on reliability, assurance and empathy. Those who received two or more TCM modalities also perceived lower tangible care. In addition, higher ratings on reliability and responsiveness were found in women. The respondents with a university qualification gave higher ratings on reliability and responsiveness; by contrast, those with a highest education of senior high school rated lower on assurance and empathy. Lower perceived tangibility and assurance was also associated with rural residency. Compared with those working in the public sector, the respondents from the retail and services sector gave a higher rating on assurance but a lower rating on empathy. Conclusion Overall, the TCM users perceived high quality of TCM care in community health services in Hangzhou. However, there is a need to further improve TCM care from all quality perspectives in order to attract and maintain consumer trust in TCM.

The Effect of Service Quality on the Psychological Well-being and Self-actualization of the Elderly Who Receive Beauty Welfare Services

Purpose: This study aims to research the effects the quality of beauty welfare service for the elderly has on the psychological happiness of the elderly and have the government or a local self-governing body effectively provide the elderly with beauty welfare service.Method: In this study, a survey was conducted from November 22 to December 5 (2 weeks), 2021 for the elderly receiving elderly customized care services in Nonsan and Chungcheongnam-do, and the final 329 copies were used for analysis. As for the analysis method, frequency analysis was performed to identify general characteristics, factor analysis and reliability analysis were performed to analyze the validity and reliability of the measurement tool, and correlation analysis was performed to identify the correlation between independent and dependent variables.Results: As a result of conducting this study, first, the guarantee of beauty welfare service was shown to have a statistically significant (p<0.05) influence on the elderly’s psychological happiness and self-realization. Second, the tangibility of beauty welfare service was shown to have a statistically significant (p<0.05) influence on the elderly’s psychological happiness and self-realization. Third, the technical characteristics of beauty welfare service were shown to have a statistically significant (p<0.05) influence on the elderly’s psychological happiness and self-realization.Conclusion: This study was conducted to investigate the effects the quality of beauty welfare service for the elderly has on the psychological happiness and self-realization of the elderly who are provided with the service. The study found that the guarantee, tangibility, and technical characteristics of the quality of beauty welfare service have a statistically significant influence on the elderly’s psychological happiness and self-realization.

헤어미용업의 서비스품질이 장기지향성에 미치는 영향

This study aims to investigate the service quality of the hair salon industry that affects the long-term orientation and the differences in the long-term orientation according to demographic characteristics of hair salon customers. Questionnaires for empirical research were collected from customers at hair salons in Gyeongnam, and the analysis results are as follows. First, as a result of analyzing the differences in long-term orientation according to the demographic characteristics of hair salon customers, long-term orientation was statistically high in the group with a high educational background and in the male group. Second, as a result of analyzing the causal relationship between service quality and long-term orientation, it was found that tangibility and assurance had a statistical effects on long-term orientation and in particular, assurance had the strongest effect on long-term orientation. Comprehensively analyzing the results of this study, it can be shown that assurance and tangibility have a relatively high effects on long-term orientation in the male group with a high educational background. Therefore, this study suggests that the management performance of the hair salon industry can be improved by utilizing the assurance and tangibility of services while considering the highly educated male group.

Innovative Service Behaviors of Hotel Employees: An Internal Service Perspective

ABSTRACT In the face of fierce competition in the hospitality industry, it is significant to constantly seek innovations and changes, and exhibit innovative service behaviors to attract tourists. There is still a lack of research on the topic of innovative service in the field of hospitality. From the perspective of internal customers, it is more important to explore the organizational system, management style, and the feelings and behaviors of internal customers in the internal marketing aspect in the service-oriented hospitality industry. Therefore, this study aimed to explore the relationship among internal service climate, internal service quality, employees’ job satisfaction, and their innovative service behaviors. The study methods included confirmatory factor analysis, correlation analysis, variance analysis, and regression analysis. Based on a survey comprising 284 employees who worked at the front office (e.g., concierge and room clerk) and the F & B department, the research found that internal service climate and internal service quality have positive effects on employee job satisfaction, through which they stimulate innovative service behaviors among employees. Furthermore, the results contribute to our understanding that only the tangible internal service quality has a significant impact on employees’ job satisfaction and innovative service behaviors. Moreover, these findings provide critical, strategic, theoretical, and practical implications to help hoteliers assure and project an internal service and human resource management that aid in their employees’ innovative service behaviors.

Exploring the Tangible Service Factors of Hotels that Affect Customers’ Well-being Experience in Wellness Tourism

목적: 최근 현대인들의 삶에 대한 인식이 변화하면서 점차 삶의 질을 증진시키기 위한 건강활동 중심의 라이프 스타일이 확대되고 있다. 이러한 삶의 태도 변화로 인해 점차 신체적, 정신적 웰빙 경험을 목적으로 한 웰니스 여행 역시 증대되고 있다. 이에 본 연구는 웰니스 여행에서 고객의 체류 시간 비중이나 고객의 여행 고려사항 가운데 가장 중요도가 높은 요소 가운데 하나인 웰니스 호텔을 대상으로 웰니스 호텔의 유형적 서비스 요인이 고객의 심리적 웰빙 경험에 미치는 영향을 탐색하고자 한다. 방법: 본 연구에서 웰니스 호텔의 유형적 서비스 요인은 실질적 단계요인과 커뮤니케이션 단계요인으로 구분되며, 이러한 유형적 서비스요인은 고객의 일시적 삶의 행복감과 관련된 심리적 웰빙, 나아가 재방문의도에 긍정적인 영향을 미침을 전제로 한다. 나아가 유형적 서비스요인이 심리적 웰빙에 미치는 영향을 남녀 성별 차이에 따라 달라질 수 있음을 조절효과를 통해 탐색하고자 하였다. 결과: 총 367부의 설문지를 대상으로 구조방정식 모형분석을 활용하여 분석한 결과, 본 연구모형에서 제시한 가설은 모두 채택됨을 알 수 있었다. 결론: 본 연구는 웰니스 호텔에서의 관광이 심리적 웰빙에 기여함을 입증함으로써 관광산업 관계자들이 고객의 심리적 웰빙을 유발할 수 있는 유형적 서비스요인을 어떻게 설계해야할 지에 관한 가이드라인을 제시하고 있다.

Service quality delivery and consumers’ choice of fast-food outlets

This study examined the effect of service quality delivery on consumer’s choice of fast foods outlets. Cross-sectional survey research design was adopted. Primary data was collected from respondents using structured questionnaire. Simple regression in the Statistical Package for Social Science (SPSS) was adopted to analyze the data collected. Consequently, it was found that service tangibility, reliability, responsiveness, assurance and empathy had significant effects on consumer’s choice of fast foods. Thus, it was recommended amongst others, that fast food outlets should be more responsive to consumers’ service requirements by rapidly eliciting and resolving consumers’ enquiries and complaints; consistently deliver fast, strong and reliable service; ensure their personnel treat consumers with politeness and consideration at every point of service encounter and constantly seek ways to offer freshness in order to remain relevant in the market place.

Adoption of online banking in Goa amidst the pandemic

Banking transactions are one of the most vital daily services that fulfil the needs of the society. Amidst the ongoing pandemic large portion of the population are shifting to digital channels for meeting their hassle free banking requirements in contactless manner. The study aims to know the adoption of online banking services by the customers in Goa, factors influencing the adoption of online banking and the hitches in adoption of online banking from non-users of online banking. Statistical techniques used are percentage analysis, mode, Chi-square test and factor analysis. Findings of the study show that the adoption of online banking in Goa has increased recently due to the pandemic. The adoption of online banking is significantly associated with the age, gender, occupation and literacy level of the customers. Convenience and service tangibility influences the customers to use online banking. Security of transaction and fear of making mistakes are mainly restricting the use online banking.

ANALYSIS OF CUSTOMER'S SATISFACTION TOWARDS SERVICE QUALITY OF HOTEL INDUSTRY IN NEPAL

The reason to conduct this study is to recognize the influence of service dimension on consumer loyalties on the lodgings and hotels business of Nepal by applying SERVQUAL model. Populace is considered as the deferent lodgings in Kathmandu, Nepal. The discovery of the exploration shows that service quality variables like real service tangibility; reliability, responsiveness; assurance and empathy impact real consumer loyalty. The outcome clarified that the substantial variable is given more noteworthy significance than other helping characteristics aspect by the clients. This examination study reveals that there exists critical positive connection among real and expected others quality elements and consumer loyalty. The review thought about that inn clients experience is the vital element in the cordiality business.

The Empirical Model on The Relationship among Price, Service Quality and Customer Purchasing Decision: The Case of the Dili Tais Market in Timor-Leste.

Price, service quality and purchasing decisions are played important roles in tourism market management. Therefore, many empirical studies have been carried out to enhance customer purchasing decisions through price and service quality. Nonetheless, there is a limited number of studies in emerging tourism destinations and marketing. This study aims to analyse the influence of price and service quality on customers’ purchasing decisions. This research was carried out at the Tais Market, Kolmera, Dili. Data was collected by using questionnaires distributed to 395 respondents using accidental sampling technique, and hypotheses were tested using SMART-PLS 3.0. The results showed that both price and service quality have significant impacts on customers’ purchasing decisions. This study enriches the empirical studies on price, service quality and customers’ purchasing decisions, particularly in emerging tourism destinations and markets. This study implies that to enhance customers’ purchasing decisions, the Tais Market needs to offer products at a reasonable and fair price as well to keep improving the tangible and intangible services.

Use of Tangible, Educational, and Psychological Supportive Services Among Chinese American Dementia Caregivers

Background and Objectives: Though many studies have examined the service utilization of dementia caregivers, there is limited empirical evidence from Asian Americans and the lack of incorporating community resources and sociocultural factors in this field. Guided by the Andersen's Behavioral Model of Health Services Use (ABM), we aimed to understand whether and how predisposing, enabling and need factors were associated with utilizing multiple types of services among Chinese Americans dementia caregivers. Research Design and Methods: We collected survey data from 134 Chinese dementia caregivers in New York City. Logistic regression models were conducted to test the associations between predisposing, enabling and need factors and the likelihoods of using tangible (home health aide, adult daycare, respite care), educational (lectures and workshops), and psychological (peer support groups and psychological counseling) services. Results: Consistent with prior literature, caregiver’s knowledge about services, caring tasks, length of care and burden and care recipient’s physical and cognitive deteriorations, were significantly associated with higher possibilities of using multiple types of services among these Chinese American dementia caregivers. Three sociocultural factors, including residing in Chinatowns, availability of alternative family caregivers and diagnosis of cognitive deterioration, were also associated with higher likelihoods of using educational or psychological services. Discussion and Implications: The findings extended the existing literature on service utilization of caregivers by highlighting the importance of distinguishing types of services and the necessity of considering sociocultural factors in future research and practice.

The Mediating Role of Banking Technology Applications in the Relationship between Intellectual Capital and Bank Service Quality Dimensions: Empirical Evidence from Commercial Banks in Erbil City

Abѕtraсt The ultimate purpose of research is to analyze the mediating role of banking technology applications (BTA) in the relationship between intellectual capital (IC) components such as human сaрital (HC), ѕtruсtural сaрital (SC), customer capital (CC) and bank service quality (BSQ) dimensions: empirical evidence from commercial banks in Erbil city. The survey questionnaire was used as the primary data collection instrument; by partial least squares–structural equation modeling (PLS-SEM), we analyzed the empirical data. The statistical testing results showed a positive relationship between IC and BTA. Besides, IC positively and significantly impacted BSQ. The analysis also showed that BTA significantly enhances BSQ. The research also showed that BTA mediated the impact of IC on service reliability, service tangibility, banks’ ability to inspire trust and confidence in the clients. Finally, the results revealed that BTA mediated IC impact on empathy and responsiveness to clients’ needs and more willingness to help the clients. This research contributes to the literature by demonstrating that modern BTA enhances the practices of IC components by mediating the impact of IC assets in providing high-quality bank service to clients.

Service Quality Delivery and Consumer’s Choice of Fast Foods Outlets in Calabar, Nigeria

This study examined service quality delivery and consumers’ choice of fast foods outlets in Calabar, Nigeria. It was conducted to highlight how service quality dimensions influenced consumer’s choice of fast foods outlets in Calabar, Nigeria. The study specifically examined the effect of service tangibility, service responsiveness, service assurance and service empathy on consumer’s choice of fast foods outlets in Calabar. Survey research design was adopted. Primary data was collected from sampled consumers of De Choice Fast Foods and Crunchies in Calabar using structured questionnaire. Simple regression in the Statistical Package for Social Science (SPSS) was adopted to analyse the data collected. Consequently, it was found that service tangibility, service reliability, service responsiveness, service assurance and service empathy had significant effects on consumer’s choice of fast foods in Calabar. Based on this finding, it was concluded that service quality dimensions had a significant effect on customers’ choice of fast foods in Calabar. Thus, it was recommended amongst others that, f ast food outlets in Calabar should be more responsive to consumers’ service requirements by rapidly eliciting and resolving consumers’ enquiries and complaints; to encourage consumer’s choice, fast foods outlets in Calabar should consistently deliver fast, strong, and reliable service; to achieve sustained customer loyalty, fast food outlets should ensure their personnel treat consumers with politeness and consideration at every point of service encounter; more so, every brand should constantly seek ways to offer freshness in order to remain relevant in the market place ( Word count: 241).