SERVPERF Model Research Articles

PASSENGERS PERCEPTION TOWARDS SERVICE QUALITY OF INDIGO DOMESTIC AIRLINES

Service quality assesses how effectively a service organization delivers its offerings in comparison to customer expectations. It is important to measure service quality to understand the needs and wants of customers and to know whether they are satisfied after the service delivery. The study aims to evaluate the passengers perception towards the service quality of IndiGo Domestic Airlines. It also compares the service quality of IndiGo Domestic Airlines with the demographic details of passengers. SERVPERF model was used for measuring service quality of IndiGo airlines. The study found that the service quality of IndiGo Domestic Airlines is good and the passengers have good perception regarding the same. Here, assurance and empathy factors have highest mean score and hence these factors are highly contributing to ensure the service quality of the airline. There exists significant difference in the perception of different age group passengers. Passengers in the 41-60 age group have perceived low level of service quality on assurance and empathy as compared to other age group passengers.

How sensory marketing affects perceived service quality and customer satisfaction: study in Vietnam public hospitals.

This article aims to assess the impact of factors affecting the senses (via Sensory Marketing theory) on customer perceived quality and satisfaction when using health services in public hospitals. Based on the results, the research proposes solutions for public hospitals to improve the service experience to increase customer satisfaction in Vietnam generally and in developing countries particularly. The authors used 619 respondents' non-convenient probability sampling method, focusing on objects experienced with public hospital services in Vietnam. A preliminary quantitative study (n=113) and qualitative research (n=20) have been conducted to finalise the designed questionnaire before conducting a formal quantitative survey. Cronbach Alpha, CFA and SEM have been used to explore the meanings of the data collected. The result showed that through Sensory Marketing, sensorial stimulus (tactile, sight, smell and taste) significantly impacts customer satisfaction with medical services at the public hospital. Research findings are the premise to conclude that the application of the Sensory Marketing model creates a great sensory experience, and minimises negative psychological feelings in the medical, especially in a prioritised personalisation society. The authors open up a new health service quality and satisfaction assessment tool based on the original human senses that were previously applied in researching other services, it has been proven to be successfully applied to specific service areas such as healthcare. This research is believed to provide valuable implications for medical service stakeholders and policymakers to improve service quality and enhance the customer experience and satisfaction level through sensorial approaches, strategies and tactics. While most studies on customer satisfaction in the medical field use SERVQUAL, SERVPERF or KQCAH model, this study breaks the research gap by not only affirming and strengthening the research perspective on Sensory Marketing but also contributing to creating a solid theoretical framework on perceived service quality and satisfaction.

Patient Perspectives On Satisfaction In Occupational Health Clinics

This study investigates patient satisfaction perceptions in occupational health clinics, based on the SERVPERF model and structural equation modeling (PLS-SEM). The research employed a quantitative approach applied to 154 participants through a structured questionnaire using a 7-point Likert scale, distributed to the human resources departments of companies located in Greater Vitória, Espírito Santo State, Brazil. Results indicated that factors such as tangibility, reliability, responsiveness, and assurance positively influence patient satisfaction, whereas empathy had no significant effect. The proposed model explains 17.4% of the variability in satisfaction, suggesting potential for future improvements. The research contributes to the field of quality management in healthcare services by validating the SERVPERF model in this context, while offering practical recommendations to enhance user experience and organizational loyalty

Analysis of Service Quality and Life Satisfaction of the Mentally Disabled in Group Home: Focusing on the SERVPERF Model

Analysis of Service Quality and Life Satisfaction of the Mentally Disabled in Group Home: Focusing on the SERVPERF Model

Evaluation of Service Quality of Clinical Diagnostic Using the SERVQUAL and SERVPERF Models in Two Simple and Weighted Types

Background: Recently, a number of papers have discussed the importance of evaluating service quality provided to customers. The purpose of this study is evaluating service quality of clinical diagnostic in Yazd Central Laboratory from customers’ point of views using the SERVQUAL and SERVPERF models in two simple and weighted types, and also, identifying the most suitable model for service quality evaluation. Methods: The present research was applied research in terms of purpose and descriptive-analytical in terms of method. According to Morgan's table, the statistical sample of this research included 250 people who referred to Yazd central laboratory in September 2023; they were selected by simple random sampling method and a valid and reliable questionnaire with 33 items which was distributed among them. In the next step, to analyze the data collected from the questionnaire, SPSS 16 software was used to analyze Kolmogorov–Smirnov test, Student's t-test, analysis of variance, Fisher's Z test, and least squares method. Results: The findings indicated that the expectations of service recipients are greater than their perceptions of the quality of the services received. The correlation coefficient between the overall satisfaction of the clients and the services and the level of service quality in the SERVPERF model (r = 0.7060) has a higher value than the weighted SERVPERF model (r = 0.6913), SERVQUAL model (r = 0.6890) and weighted SERVQUAL model (r = 0.6344). Moreover, the most valid models for measuring the quality of medical diagnosis services were respectively as follows: SERVPERF, weighted SERVPERF, SERVQUAL and weighted SERVQUAL. Conclusion: Based on the research findings, it is recommended that managers consider the needs and demands of the clients in their future planning in order to improve the quality of services in medical diagnosis services, which are relatively more difficult to evaluate. Also, the level of standards required to provide health services in clinical diagnosis laboratories should be explained to the clients so that they have correct expectations and perceptions of the quality of services.

Determinants of quality in airline service

Goal: This paper aims to identify the dimensions that impact the perception of the quality of Brazilian air services in the eyes of customers, using a questionnaire based on the SERVPERF model adapted for the service studied as a data collection instrument. Design/Methodology/Approach: The research used a quantitative approach, in which 810 questionnaires were analyzed using Structural Equation Modeling methodology. Results: The results showed that the relationship between quality perceived by clients and the dimensions of quality Tangibles and Empathy were those confirmed by Structural Equation Modeling in this research. The fact that the study is exploratory, and temporal indicates that in this period, Brazilian consumers attach more importance to the environment and appearance of aircraft, equipment, and employees of the companies and that their needs are met in a personalized way. Limitations of the investigation: Only Tangibles and Empathy dimensions were confirmed. Practical implications: With the feedback of the customer, including the constant need for an accuracy of the assumptions and hypotheses studied in this paper, an airline can identify what the real needs of its customer must be met and, in its strategic planning, identify the possible actions to be implemented, such as the priority of the investments, and, thus, to be able to increase the competitive advantage, offering the clients what they prioritize. Originality/Value: The information brought by this research can support the development of business strategies oriented in aspects related to tangible elements and empathy in the service to add value to the service perceived by the clients, contributing to the development of the activity and the sector.

Quality of service of accommodation establishments as a factor in tourism competitiveness

This study examines the quality of service provided by accommodation establishments as a factor in tourism’s competitiveness. The new application of the concept of quality is determined by the customer's perception, interests, and expectations, and quality is a competitive factor that will lead to full customer satisfaction. The purpose of the study was to determine the service quality of lodging establishments based on guests' perceptions of tangible elements such as reliability, responsiveness, safety, and empathy as factors of tourism competitiveness in northern Peru. The study had a quantitative approach with a descriptive, non-experimental, cross-sectional design. A non-probabilistic convenience and intentional sampling method was chosen, in which 14 lodging establishments participated. The modified SERVPERF service quality measurement scale was used. The tangible element dimension is perceived from the establishment's facilities and the staff's appearance. Reliability with the promise of service at the established time and the predisposition to solve problems. Responsiveness is perceived in terms of speed of service and the ability to respond to customer needs. Security is perceived in terms of trust, discretion, and respect for guests' privacy, as well as in the transactions they carry out. Finally, empathy in the personalization of service and friendliness. The results show positive perceptions in the five dimensions of the SERVPERF model, concluding that the level of service quality is regular in lodging establishments based on the guest's perception. An important fact to consider is that between 20% and 30% of the respondents' answers are neutral, showing aspects to be improved, such as the use of attractive materials, personalized attention, and guest satisfaction.

Quality Assessment of the Information Technology (IT) Unit Services in Three Selected Hospitals in Isfahan City Using the Unweighted SERVPERF Model

Introduction: Considering the crucial role of IT unit in maintaining, preserving, and enhancing information systems and providing timely information to various individuals, the services provided by this unit must be of high quality. In this regard, the present study aimed to evaluate the quality of services provided by the Information Technology unit in three selected hospitals in Isfahan city using the SERVPERF model. Method: This is a quantitative and applied study . The statistical population consisted of all the employees who received service from the information technology unit in the educational hospitals of Isfahan city. The sample size was 351 people based on the Morgan ’s table. The service quality of the information technology unit in the studied hospitals was investigated using the standard questionnaire of the SERVPERF model (non -weighted) in five areas. Results: The average of service quality of the information technology unit was 3.23, which had a statistically significant difference with the average value of 3 (P<0.05). The highest average is related to reliability (3.28) and responsiveness (3.25), respectively. The lowest average is related to the physical and tangible dimensions (3.14 ). Conclusion: The results show a negative gap in the service quality of information technology units in hospitals. To improve the quality of services in the dimensions of empathy, responsiveness, satisfaction, humility, goodwill, and information updates, regular training classes should be held for the employees of the information technology unit.

Service Quality an Antecedent of Customer Satisfaction

The study is conducted on customers of banks in Pakistan to find out whether service quality is an antecedent of customer satisfaction. The study also provides the comparative analysis of four alternative extended versions of service quality models namely SERVQUAL, Weighted SERVQUAL, SERVPERF, and Weighted SERVPERF. The quantitative analysis has been conducted and to form the sample for the study, self-administered questionnaires have been distributed and responded to by 500 customers of Pakistani commercial banks. The data was analyzed on four alternative service quality models concerning customers’ opinions regarding service quality expectations, perceptions, and importance, and their impact on customer satisfaction and further efficacy of these alternative models have been compared. The comparative analysis of four alternative service quality models has been carried out by applying construct validity, reliability, uni-dimensionality, and model fit indices on service quality variables revealing that all four service quality models fulfilled the requirement of validity, reliability, and goodness of fit as well as the models significantly and positively impact the customer satisfaction, however, the superiority and higher effectiveness of the Weighted SERVPERF model over the other three service quality models have been established. The mean-based ranking of four alternative service quality models has been attempted and further analysis of banks' high and low-performing variables from a customer perspective was performed. In the Weighted SERVPERF model, the tangible, reliability, and responsiveness variables were established as high-performing, whereas empathy and assurance variables were established as low-performing variables. The bank management should enhance customer satisfaction by improving service quality with a more focused approach as provided in this study.

CITIZENS' SATISFACTION WITH THE SERVICE QUALITY OF KHMER CIVIL SERVANTS IN THE MEKONG DELTA, VIETNAM

Civil servants are part of the human resources of the public sector. The contingent of civil servants is an essential component of human social resources whose contributions always play a significant role in the overall socio-economic development achievements of the country and the locality. In this study, the research paradigm “citizen satisfaction with the service quality of Khmer civil servants” was used and converted with “the SERVPERF model.” Research data were collected from survey results by questionnaires from 596 citizens in the Mekong Delta, Vietnam. SPSS 20 and AMOS 24 software are used to analyze and evaluate the scale. The results of the research structure show that there are six factors affecting citizen satisfaction with the service quality of Khmer civil servants in the Mekong Delta, Vietnam, including competency, professional qualifications, profession, sense of responsibility and coordination in performing tasks, ethical qualities, working style; sense of organization and discipline; citizen service attitude; progress and results of task performance. From the research findings, the discussion proposes implications for public policy management to improve citizen satisfaction with the service quality of Khmer civil servants in the Mekong Delta, Vietnam.

Influence of digital finance service worth on customer satisfaction in Nepal

Customer satisfaction is a major factor to sustain competitive advantage in the present dynamic and competitive environment for the organisations. The present research work is conducted to find how customers of Nepalese banks are happy with online banking system. Primary data is collected through the questionnaire developed from SERVPERF model on 5-point Likert scale. A sample sizes of 335 total respondents taken as for data collection. The research is descriptive, causal comparative in nature. Variables included in the study are tangibles, reliability, assurance, responsiveness, empathy as exogenous variables and customer satisfaction with e-banking service quality as endogenous variable. The data analysis were performed through the techniques:- descriptive statistics, correlation, multiple regression.Results of the study showed influenceof independent variables in all categories is positive and significant on dependent with R2 value of 0.627 which means 62.7% change in endogenous variable is due to exogenous variables and rest 37.3% is due to the other factors outside the model. Study shows that customers of Nepal are appropriatelycontended with the digital banking system in Nepalese banks. Assurance have been found as highest determining factor for customer satisfaction in e-banking services in Nepal followed by reliability and empathy.

Service Quality Evaluation of Air China based on SERVPERF Model

In order to effectively carry out aviation service quality evaluation, based on the service quality characteristics of Air China, through research on service quality evaluation models and methods, a questionnaire based on SERVPREF and a fuzzy comprehensive evaluation method were designed to evaluate the service quality of Air China. evaluate. Through literature analysis and expert consultation, the service quality evaluation indicators of Air China were screened and a service quality evaluation indicator system was established. Through the questionnaire survey method, a questionnaire is designed from the two dimensions of passenger satisfaction and indicator importance, and the questionnaire is distributed to collect data. Based on the questionnaire, the analytic hierarchy process was used to determine the weight of the service quality evaluation indicators of Air China. Through statistical analysis of the results of the questionnaire, the results of the comprehensive evaluation of Air China were sorted and analyzed, and it was concluded that Air China The advantages and disadvantages of the company's service quality are analyzed using the fuzzy evaluation method to comprehensively evaluate the service quality of Air China. Finally, it provides the basis for strategic research on the improvement of service quality of Air China.

Evaluation of the Quality of Service in the Clinics of the Degree in Dental Surgeon of the Otay-Tijuana Campus of the Autonomous University of Baja California (UABC)

Objective: To evaluate the quality of the services provided by the dental clinics of the Autonomous University of Baja California (UABC) Otay-Tijuana Campus using the Donabedian and SERVPERF methodologies to know strategies that allow improving the quality of care. Methodological design: A prospective cross-sectional study was carried out in a random sample of 1,315 surveys of patients who attended the clinics of the Tijuana Faculty of Dentistry of the UABC in the period 2023-1. To collect the information, the PERCACEL tool was used, developed using the Donabedian and SERVPERF methodologies, which consists of 4 sections: 1) Specifications of the clinic that provided the service and time in which the care was received, 2) General data of the respondent, 3) Perceptions of the care received and 4) User perception of the service provided. This survey was validated in the city of Puebla to be used in dental care clinics, obtaining a Cronbach's Alpha of 0.923 for the Donabedian instrument and 0.963 for the SERVPERF instrument. Results: The average of the evaluation obtained from the perception of quality through the SERVPERF model was 9.13, slightly higher than that obtained through the Donabedian model, which was 8.98, demonstrating that the quality of care provided by the university community is high without great variations.

Customer Satisfaction Based on User Perceptions in a Delivery Company in Peru

The aim of this research is to identify the factors impacting customer satisfaction, focusing on customer perceptions within one of the country's most prominent delivery companies, specifically centered in the city of Chiclayo, Peru. The study utilizes the SERVPERF model, which gauges customer perceptions across five dimensions: reliability, responsiveness, security, empathy, and tangibility. Interviews were conducted with the manager and several delivery drivers in the city to comprehend operational processes. To gather unbiased customer opinions, a survey was administered to 196 customers. The results indicate that customers assess the company's service quality as average. Despite the elevated demand, customers display a relatively low level of contentment with the service provided. Furthermore, the research explores the extent of customer satisfaction. Through Pearson's correlation analysis, it was ascertained that the dimensions exerting influence on satisfaction encompass reliability, security, and empathy. The study also establishes that the degree of satisfaction averages out and is intrinsically tied to the quality of service.
 
 Received: 15 June 2023 / Accepted: 22 August 2023 / Published: 5 September 2023

COMPARISON OF SERVICE QUALITY BETWEEN PUBLIC & PRIVATE HOSPITALS: EMPIRICAL EVIDENCE FROM SAUDI ARABIA

Saudi Arabia is rapidly changing especially the health sector is making reforms to enhance service quality of the hospitals. This study aimed to investigate difference in service quality rendered by public and private hospitals in Qassim region of Saudi Arabia. This is a cross-sectional study. Quantitative research design was adopted. Primary data was collected. Non-probability convenience sampling technique was used to select the sample. Data was analyzed in SPSS. Frequency, percentage, independent sample t-test were used to analyze data. In order to check reliability and validity of the questionnaire, the Cronbach alpha and factor loadings were checked. The findings revealed that questionnaire was found reliable and valid as Cronbach alpha and loadings met threshold. Moreover, significant difference is found in service quality of public and private hospitals. The patients are found more satisfied from public hospitals service quality as compared to private hospitals in Qassim region. Policy makers can take benefits from findings of current study. Enhancing service quality would help hospitals to get competitive advantage. Moreover, future studies may use big sample size and can conduct comparative study using SERVQUAL and SERVPERF model.

Assessment of Airport Service Quality at Mallam Aminu Kano International Airport (Makia) Kano

Airports are a hub for aviation activities which support Airlines operations. Airport service quality measurement is required to promote satisfaction level among Air travellers by continuously improving the defected services. The study purpose is to assess Airports service quality at Mallam Aminu Kano International Airport (MAKIA) in Kano. Using purposive sampling, MAKIA was picked out of 31 Airports in Nigeria. Cochran formulae was used to determine a total of 384 questionnaires which were administered to air travellers boarding and onboarding passengers at the terminal building. The Airport service quality measurement scale was adapted from SERVPERF model with 22 service attributes believed that air travellers attached more importance to. The study outcome showed that the average Airport service quality score was 2.701. In addition, the results revealed that there exists a statistically significant relationship between service quality and air traveller satisfaction on; reliable and updated electronic information system (P-value=0.004), Airport safety and security services (P-value= 0.000), Prompt service from airline operation (P-value= 0.001) and Provision of assistance to minor (P-value = 0.002). This study therefore concludes that Mallam Aminu Kano International Airport offered a bad service to air travellers. The study recommends among others that, Airport staff courtesy should be improved through subjecting their staff to behavioural management training by the top management. service quality is an area which both Airport management and airlines can increase their revenue through increasing patronages. Therefore, a decisive measure by the Airport authority to improve the service offered will increase the service quality rating at Mallam Aminu Kano International Airport.

Mixing Importance Performance, Swot and Balanced Scorecard Analysis to Develop Strategic Plan at Astrini Hospital Wonogiri

Introduction: Know what customer need in healthcare service is one of important thing for hospital to win competition in competitive era. Importance performance analysis is a method which is show us about two-dimension, importance and performance. IPA tool, it helps hospital leaders and managers to see about their hospital situation and it helps hospital management to analyze about strength and weakness point their hospital and make balance scorecard to achieve hospital strategic plan appropriately. Purpose: To see about using IPA tool and mix it with SWOT and balanced scorecard in develop strategic plan policy at Astrini Hospital Wonogiri Method: we measuring IPA with servperf model five-dimension, tangible, responsiveness, reliability, empathy and safety. Sample of measurement are inpatient patient at Astrini Hospital (25 – 55 years old), and total respondent are fifteen people (n=15), SWOT and Balanced scorecard analysis use in focused group discussion from hospital management based on IPA measurement. Result and discussion: we get four of five dimensions are good and patient is satisfied with hospital performance overall. Tangible dimension is only one with low point (-0,2) and it mean our patient not satisfied with hospital performance. Each dimension, it has some question and it can be hospital leader and manager consideration during analyze SWOT (strength, weakness, opportunity, and threat) & BSC (balanced score card) to develop a hospital strategic plan. Conclusion: Hospital management is must to know what their patient need and want when they come to hospital to seek medical service. Using IPA, and then mix its with SWOT and balanced scorecard can be consideration for hospital management to analyze existing condition and then analyze hospital strategic plan further. Directly scoring from hospital patient, it can be an indicator is the hospital already give them appropriate medical service what they need and expect from hospital.

Development of Service Experience Evaluation Tool for Visiting Nurses of Public Health Center in Korea

Objectives: The objective of this study is to develop an evaluation tool for clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea.Methods: This study is built upon Clark’s theory (2008) of community nurse role model and the 8-stage tool development methodology suggested by DeVellis (2012).Results: Major findings are as follows. First, a tentative list of questionnaires with forty two measurable items were derived through several rounds of focus group interviews with nursing professors, health policy experts and visiting nursing staff, and later twenty five items were determined as a preliminary test set after a series of revision and removal from the aforementioned tentative set. Second, the 25-item preliminary survey tool comprised five dimensions of service quality, which include 4 items for Tangibles, 9 items for Reliability, 3 items for Responsiveness, 7 items for Assurance, and 2 items for Empathy. Third, after factor analysis and reliability analysis, only 14 items survived, being categorized into five dimensions of the SERVPERF model: The final version of evaluation tool to measure service experience for visiting nurse of public health center is comprised of 18 items.Conclusions: This study tried to develop a valid and reliable tool for evaluating the clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea for the first time.

The Effects of Service Quality Performance on Customer Satisfaction for Non-Banking Financial Institutions in an Emerging Economy

This study aims to explore the effects of service-quality dimensions on the customer satisfaction of non-banking financial institutions in an emerging economy by adopting the renowned SERVPERF model. To verify the proposed model, data was collected from thirteen non-banking financial institutions in Bangladesh using a questionnaire survey with a purposive random sampling method. Through the Smart PLS 2 software, the partial least squares structural equation modelling approach was used to analyze the collected data. Research findings reveal that, among the six dimensions of the revised SERVPERF model, assurance, reliability, responsiveness and tangibility have significant effects on customer satisfaction, but accessibility and empathy do not for the non-banking financial institutions in Bangladesh. According to the research results, implications and suggestions have been discussed for non-banking financial institution managers.

ASSESSMENT OF LIFE INSURANCE SERVICE QUALITY DIMENSIONS AND CUSTOMER SATISFACTION THROUGH THE SERVPERF MODEL

The present research focused on assessing the life insurance service quality and customer satisfaction through the SERVPERF model. In the wake of Liberalization, privatization, and Globalization (LPG) has significantly impacted the insurance industry in India. This leads to the emergence of private and foreign players in the country. The private and foreign insurance companies established in the country provide effective service using the latest technology. All foreign players operated in India through joint ventures with private players. In this cutthroat competition among life insurance companies, consumers are very much aware of the alternatives available concerning services and the provider organization. Now consumer expectations are rising, and service provider organizations should be aware of these expectations. The present study's objective is to compare and analyze the service quality perception of customers about public and private sector life insurers through the SERVPERF model. A total of 400 respondents completed the field survey conducted in Chennai city. Out of 400 respondents, 100 were from LIC, and the rest 300 respondents were from private sector life insurance companies of ICICI Prudential, SBI Life, and HDFC Life Insurance Company Limited. The private players have been adopted based on their market share. The collected data are analyzed with the help of SPSS package version 21. Based on the analysis researcher found that both public and private sector life insurers offered quality services to customers equally.