SERVQUAL Dimensions Research Articles

Leveraging Azure Automated Machine Learning and CatBoost Gradient Boosting Algorithm for Service Quality Prediction in Hospitality

The importance of measuring service quality for business performance has been widely recognized in service marketing literature due to its pivotal influence on customer satisfaction and its long-term impact on customer loyalty. The SERVQUAL model, comprising five dimensions—reliability, assurance, tangibility, empathy, and responsiveness—provides a measurable framework for evaluating the overall customer satisfaction. This study endeavors to ascertain whether all SERVQUAL dimensions carry equal weight in their effect on the overall service quality and to estimate the service quality based on various input features. To achieve this, questions were framed to assess the impact of variables such as gender, age, marital status, highest level of education, and frequency of hotel stays. The importance of each feature relative to the five SERVQUAL dimensions was investigated using machine learning models, specifically, CatBoost and Microsoft Azure Automated Machine Learning (AutoML) studio. This study revealed that both CatBoost and Azure AutoML identified the frequency of hotel stays and age group as the dominant predictors of service quality. Additionally, Azure AutoML highlighted the marital status as a more significant factor, suggesting its potential influence on customer preferences. The comparative modeling results demonstrated a strong alignment between the feature importance derived from CatBoost and Azure AutoML, enabling decision-makers to identify which dimensions are influenced by specific predictors and focus on targeted improvements.

Online Service Quality Assessment in Higher Education: Development, Validation, and Implementation of an e-Tool

In pursuit of quality and excellence in educational institutions, it is increasingly important to identify demands and needs of stakeholders. Service quality has been identified as one such demand. The purpose of the current study was to develop and validate a quality service assessment tool based on SERVQUAL Model to describe the service quality in Higher Education Institution. The sources of data were the head and personnel of the different clusters of CBSUA. The data were treated statistically using weighted mean and rank. The weighted-mean scores for the five SERVQUAL dimensions across the offices of the University President, Research and Innovation, Administration and Finance, Business and External Affairs, and Academic Cluster demonstrates that respondents find all five dimensions to be appropriate for assessing the service quality of each office. The relatively high scores across all dimensions highlight the importance of Tangibility, Assurance, Reliability, Reliability, Responsiveness, and Empathy in shaping stakeholders' perceptions and expectations of service quality within an educational institution. While some dimensions hold greater importance for specific offices due to their unique roles and responsibilities, all dimensions are nonetheless essential for evaluating the overall service quality in each context. The findings align with previous research on the applicability of the SERVQUAL model across various contexts, including higher education institutions. Ultimately, the results underline the significance of maintaining a high level of service quality across all dimensions in each office, as this is crucial for ensuring stakeholder satisfaction and fostering a positive reputation for the university.

Webportal in e-Grievance management system assessing its functionality through the lens of SERVQUAL dimensions

Webportal in e-Grievance management system assessing its functionality through the lens of SERVQUAL dimensions

Quality of Public Services at PT. PLN (Persero) ULP Marisa

Purpose of this study is to explore aspects of the quality of electricity services through the PLN Mobile application at PT. PLN (Persero) ULP Marisa, which includes the process, SERVQUAL dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy), as well as determinant factors such as personal aspects, leadership, team, system, and situational context. The argument of this study is that the process of improving service quality through the use of the PLN Mobile application can increase customer satisfaction and overall service effectiveness in the ULP Marisa area, Pohuwato Regency. This study uses a descriptive qualitative method through the stages of observation, interviews, documentation, and data analysis. The results of the study indicate that the process aspect in the use of the PLN Mobile application has been attempted, but there are still obstacles in the form of low levels of customer understanding and limited digital literacy. The SERVQUAL dimension shows that tangibles, reliability, responsiveness, assurance, and empathy still need improvement in order to provide services that meet customer expectations. The personal, leadership, and team aspects reveal that collaboration between stakeholders and training to improve personnel competence are essential. The digital-based service system through PLN Mobile shows good potential but requires more intensive socialization to increase user adoption. Customer satisfaction can be increased by strengthening communication strategies and public education regarding the use of the PLN Mobile application. This study concludes that digital transformation through the PLN Mobile application requires strengthening in various aspects to achieve the goals of effective and efficient public services.

Demographic insights in service quality and citizen’s charter implementation

This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistical analyses, including descriptive and inferential methods, revealed that San Mariano consistently outperformed Ilagan in all SERVQUAL dimensions. Higher scores in tangibles, reliability, and responsiveness at San Mariano suggest stronger infrastructure, timely service delivery, and attentiveness. Assurance and empathy scores indicate that respondents at San Mariano perceived staff as more knowledgeable and compassionate. Demographic analyses highlighted a strong correlation between type of respondent and educational attainment, reflecting the influence of qualifications on roles. The findings emphasize the importance of infrastructure, staff responsiveness, and personalized attention in shaping service quality perceptions, particularly for campuses like Ilagan, where targeted improvements in tangibles and empathy are needed to enhance stakeholder satisfaction.

The Relationship Between Customer Satisfaction and Service Quality of the Kuwait Airways (KU)

This research sought to determine the SERVQUAL dimensions that have been commonly referenced in earlier studies, namely tangibility, empathy, assurance, reliability, and responsiveness, and to evaluate their impact on KU customer satisfaction. To fulfill the objectives of the study, two hundred structured questionnaires were distributed among KU customers, yielding 155 completed responses, which corresponds to a usable response rate of 77.5%. The analysis of the collected data indicates that passengers prioritize the dimensions of assurance, tangibility, and responsiveness, with assurance being recognized as the most significant factor influencing the service quality of KU. Furthermore, the findings suggest that customer satisfaction is influenced by the demographic characteristics of the respondents. The analysis underscores the importance for decision-makers to focus on aspects within the assurance, tangibility, and responsiveness dimensions of SERVQUAL to enhance customer satisfaction and loyalty.

Pricing Strategy and Service Quality Improvement to Optimize Customer Satisfaction: a Systematic Literature Review

Customer satisfaction is a critical determinant of business sustainability and growth, influencing customer loyalty, company reputation, and competitive positioning. This study systematically reviews the interplay between pricing strategies and service quality as key drivers of customer satisfaction. Employing a Systematic Literature Review (SLR) method guided by the PRISMA framework, 25 relevant articles were analyzed to synthesize insights into this dynamic relationship. The findings reveal that effective pricing strategies, including value-based, competitive, and dynamic pricing, significantly impact customer satisfaction by aligning price with perceived value. Simultaneously, high service quality, measured through the SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles), enhances customer experiences and fosters loyalty. The study underscores the critical interdependence of these factors, demonstrating that businesses must balance competitive pricing with superior service delivery to optimize customer satisfaction. This research provides a framework for companies to strategically integrate pricing and service quality, addressing market-specific challenges and leveraging opportunities for long-term success. Future studies are encouraged to explore the role of technological advancements, such as AI-driven pricing models and personalized service innovations, in further enhancing customer satisfaction in dynamic and competitive markets.

Beyond SERVQUAL: Culturally Sensitive Approach for Optimizing School Service Quality Management

This study analyses how service quality management can be optimized in schools to improve customer experience, focusing on SERVQUAL dimensions, including cultural relevance. A qualitative approach with a case study type was chosen to answer the focus of the study, using interview, observation, and documentation methods. Data analysis was carried out in stages, starting with data reduction, data presentation, and conclusion. The study results indicate that the dimensions of tangibles (physical facilities), reliability, responsiveness, assurance, and empathy significantly affect customer satisfaction and trust. This study also found that cultural relevance is important in increasing student and parent engagement. Respect for their culture makes the educational experience more positive. This study provides important implications regarding the need for schools to manage all dimensions of service quality well, including understanding and accommodating student cultural diversity, to create a more inclusive and supportive learning environment. This study is expected to be a reference in developing better education policies.

Assessing citizen perception of health service quality of general hospitals in Bangladesh

IntroductionThe delivery of high-quality health services in public hospitals plays a pivotal role in safeguarding the health and welfare of citizens. The perspective that citizens hold towards these institutions serves as a significant gauge of their efficiency and adaptability to the diverse needs of the community. This study aims to assess citizens’ perceptions of the quality of health services in general hospitals in Bangladesh, with a focus on the Pabna municipality.MethodsA quantitative research approach was employed, utilizing survey data from 180 structured questionnaires. The study used a hybrid method combining Analytical Hierarchy Process (AHP) and SERVQUAL for survey assessment.ResultsFindings reveal significant gaps between citizen expectations and perceived health service quality across all SERVQUAL dimensions. Key issues include deficiencies in tangibility, particularly in modern medical equipment availability and hospital cleanliness, reliability in consistent advanced medical support, and responsiveness in emergency medical treatment and addressing patient feedback.ConclusionThe study emphasizes the urgent need for improving healthcare service quality by aligning services with community expectations and enhancing patient-provider relationships. Targeted interventions focusing on reliability, responsiveness, and tangibility are crucial for organizational improvement, ensuring better healthcare outcomes and patient satisfaction.

Cats-Behavior Model Illustrating the Servqual of Public Service Delivery in Nepalese Context

There are numerous models of quality service delivery that are now in use, highlighted on SERVQUAL dimensions that measures quality of service offered by various social or nonprofit and profit oriented organization. The purpose of this article is to develop a typologically modified model for measuring the quality of services deliver in Nepalese context. Therefore, typological modification methodological approach has been used to conceptualize the SERVQUAL model to CATS-Behavior model. In order to assure appropriate, efficient, and effective service delivery, this study develops a typologically modified model of service quality dimensions that illustrates and ensures quality service delivery. In conclusion, because the document is conceptual in nature, it can be used by practitioners, researchers, academics, and public officials in place of providing and measuring quality of services delivery in Nepalese context.

Assessing and Prioritizing Perceived Service Quality in Healthcare Settings in Nepal: A Multi-Criteria Decision Analysis Using Analytical Hierarchy Process (AHP)

This study uses the Analytical Hierarchy Process (AHP) to compare and assess different private healthcare facilities in Nepal according to perceived service quality. For methodology, first, the criteria for the study were established and rated. Then sensitivity analysis was carried out to evaluate the decision using AHP to rank healthcare according to the characteristics of service quality and the relative positions. The data were collected from eleven hospitals in Kathmandu, Nepal. SERVQUAL dimensions were used in order to comprehend the Perceived Service Quality. The analytical procedure was carried out using Expert Choice software. The study shows that Private Teaching Hospitals have the highest Perceived Service Quality among patients, followed by Public Teaching Hospitals and that patients value tangibility over other service aspects. The study provides insights into the characteristics of service quality in Nepalese hospitals. The findings help healthcare managers to understand the factors that patients consider important to improve service quality.

Impact of SERVQUAL on Day Care Satisfaction — Role of Family Participation

This study examines the impact of the five SERVQUAL dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) on satisfaction in day care center services and the moderating role of family participation. Data from 302 valid responses were analyzed using confirmatory factor analysis (CFA), hierarchical multiple regression, and moderation analysis. The results show that all five SERVQUAL dimensions have a positive and significant impact on satisfaction, with Reliability (b = 0.81) and Assurance (b = 0.81) being the strongest predictors. The analysis also confirms that family participation positively moderates the effects of each SERVQUAL dimension on satisfaction, with greater family involvement amplifying the influence of Tangibility, Responsiveness, and Empathy. The R² of the final model is 0.68, indicating that 68% of the variance in satisfaction is explained by the model. These findings emphasize the importance of family-centered care, suggesting that day care centers should focus on improving service visibility, consistency, and emotional support. Practical strategies include real-time feedback systems, family engagement platforms, and transparent care updates to enhance satisfaction for both users and family members

Proposed enhanced gap analysis model for information systems sector (ISSERVQUAL)

Orientation: Gap analysis in the information system (IS) sector is difficult to assess.Research purpose: A gap analysis model based on SERVQUAL is proposed to assess the gaps in IS services.Motivation for the study: During coronavirus disease 2019 (COVID-19), there has been an extensive use of distant learning and virtual meeting applications. Yet, there is no well-documented way to evaluate the IS service provided.Research design, approach and method: The proposed model adds a performance dimension covering the main characteristics of IS services. The model is tested on the internet service providers in Egypt as a case study. A questionnaire for the proposed model is developed, validated and distributed.Main findings: The questionnaire is statistically analysed to find whether there is statistical difference between the expectation and the perception for each factor. Then the data are tested to find whether the gender of the respondents, internet service provider and the status of whether the respondent pays for the service themself have a significant effect on the gap scores or not. Finally, an ordinal regression fit is introduced to estimate the overall satisfaction of the customers based on their gap score.Practical/managerial implications: Despite SERVQUAL being an adequate tool to analyse the gaps for different services, it needs some adaptation to fit different services. One important drawback of SERVQUAL analysis for the IS sector is that the dimensions of SERVQUAL do not fully cover the customer expectations in the IS sector.Contribution/value-add: This paper attempts to fill this gap in the literature by introducing the ‘ISSERVQUAL’ model.

Investigating quality service and student satisfaction: evidence from College of Business & Economics, University of Gondar, Ethiopia

Providing quality service is the major concern of many public organizations. However, the way to provide immediate service (responsiveness), the capacity to deliver on promises of accurate and consistent service (reliability), the degree of trust and confidence of students in the service provided by the college (assurance), the physical appearances of the service that the college offers (tangibility) and understanding the needs of students in the college are not as such potential. Thus, the study aims to investigate the effect of a quality service system on student satisfaction in Business and Economics College, University of Gondar. An explanatory research design with a quantitative research approach was employed to address the specified objectives. The population of the study was 6323 and out of these, 376 samples were drawn through stratified random sampling technique. Of 376 self-administer questionnaires, 263 were valuable for this analysis. One of the objectives of the study was to understand the dominant service quality dimension. The finding of the mean score of SERVQUAL dimensions portrays that students are less satisfied with dimension responsiveness (M = 2.31), which implies that the way students get an immediate response for their need showed very low followed by dimension empathy (M = 2.63) i.e., the willingness of staff to support or help students, spontaneous care and concern of staff to student’s needs, is lower, whereas with tangibles, assurance, and reliability are better. The PLS-SEM analysis result confirmed that tangibility and assurance has a significant effect but other service quality dimensions are not.

Service Quality and Behavioral Intention Analysis of Passengers on Small Electric Public Transportation: A Case Study of Electric Tuktuk in the Philippines

Tuktuk, as a generalized connotation, serves as a widely used vehicle for urban transportation, adapted from Thailand by the Philippines. The creation of the electric-typed public vehicle has now been recognized as one of the modalities of public transportations, the etuktuk. This study investigated the factors influencing passengers’ intention to use etuktuks as a mode of transportation in the Philippines by integrating the Theory of Planned Behavior with higher-order SERVQUAL dimensions. The objective was to understand how service qualities, attitudes, subjective norms, and perceived behavioral control impact passenger satisfaction and intention to use etuktuks. Data were collected from 501 respondents who had used etuktuks and were analyzed using partial least square structural equation modeling. The findings revealed that assurance, empathy, reliability, tangibility, and responsiveness significantly affected passenger satisfaction and intentions, with assurance being the most influential factor. Conversely, tangibles, such as the physical attributes of the etuktuk, were the least significant in shaping passenger preferences. Notably, a negative significant effect was observed between service quality and behavioral intention, indicating that while passengers are generally satisfied with etuktuk services, they may opt for alternative transportation options when available. These results highlight the need for improvements in etuktuk services, particularly in enhancing comfort, safety, and accessibility. Such improvements are crucial for encouraging wider adoption of etuktuks and fostering cleaner, more sustainable urban environments. By addressing the identified service quality issues and leveraging the research findings, stakeholders can better support the transition to more environmentally friendly and efficient transportation options.

A Quality Gap Analysis of Educational Services among Iranian Medical Students Using the SERVQUAL Method

Introduction The quality gap in educational services among the students of Shahroud University of Medical Sciences in the year 2023 was evaluated using the SERVQUAL method. Methods In this cross-sectional study, 334 participants were selected through a multi-stage random sampling method, and 316 responded to the standard SERVQUAL questionnaire. Results The majority, 181 students [57.3%], had a strong interest in their field of study. The mean scores for the current status [perceptions] and the optimal status [expectations] of educational service quality were 3.27±0.66 and 4.41±0.63, respectively. There was a significant difference between the current and optimal status across all SERVQUAL dimensions. The largest gaps were in the dimensions of Responsiveness, Empathy, and Tangibles, followed by Assurance and Reliability. The comparison of mean scores for the educational service quality gap across variables, such as gender, academic semester, and interest in the field of study, indicated significant differences among these groups. Conclusion By assessing the status of educational services from the student's perspective, this study aims to provide valuable information to policymakers and university senior management to enhance the educational service system. Educational and incentive strategies, along with careful monitoring and planning according to different dimensions of service quality, can be effective in improving the system.

Which has a greater impact on brand satisfaction, human service or robot service as a waiter/waitress in the restaurant industry?

ABSTRACT This study was designed to identify how SERVQUAL forms brand relationship quality and brand loyalty with the moderating role of the type of service employees, such as robots and humans. The study collected data from 286 people who used restaurants where robots provide the services and from 300 people who used restaurants where people provide the services. In order to test the proposed hypotheses, this study employed structural equation modelling based on the AMOS program. The data analysis revealed that four of the five dimensions of SERVQUAL, which include tangibles, reliability, assurance, and empathy, help to enhance brand satisfaction. In addition, brand satisfaction has a positive influence on brand trust, brand commitment, and brand loyalty. The moderating role of the type of service employee in the relationship between utilitarian value and brand authenticity was identified.

Uncovering airline service quality dimensions from passengers' online reviews: A text mining approach to validate and extend Servqual

This study investigates airline service quality dimensions by employing text-mining techniques to analyse passengers' emotional responses and experiences with airlines as reflected in their online reviews. The study aims to identify the relationship between these and SERVQUAL dimensions to confirm its reliability in the airline industry and reveal new and promising dimensions of airline service quality. The study contributes to academia by enriching literature on airline service quality and text mining applications, identifying areas for enhancement, and suggesting strategic directions for continuous improvement to practitioners based on passengers' quality perceptions of airline service experiences. With a large dataset from 100 airlines obtained from Skytrax, the study offers a deeper understanding of airline service quality. It encourages using big data and text-mining techniques to explore consumer preferences. The study's findings challenge traditional models and bring out new, context-specific service quality characteristics to provide a greater understanding of passenger experiences. These give the airlines insightful guidance on improving service offerings and fulfilling customer expectations, eventually improving customer satisfaction, loyalty, and competitive positioning.

The Analysis of Academic Community Satisfaction with Public Services in The Higher Education Service Institution

<p>The services quality will provide a satisfied perception of the services provided by the government. Public services provided by the government are felt to have not met the expectations of the community, as evidenced by the complaints submitted by the service users. This study aims to analyze the value of the service user satisfaction index on The Higher Education Service Institution (LLDIKTI) Region XI services in an effort to determine and evaluate the dimensions of the service quality. The descriptive quantitative is used as the research method. In this research, the data collection techniques using questionnaires, observation as primary data, and literature study as secondary data. The data analysis technique is guided by Permenpanrb number 14 of 2017. The results, 1) The service user satisfaction index obtained a value of 87.13, which means that the perception of satisfaction with the quality of LLDIKTI Region XI services is considered GOOD. However, it is still below based on the Ministry of Education and Culture's road map targets of 92.0. 2) In the ServQual dimension with indicators of Tangibles (U9), Reliability (U1, U2, U5), Assurance (U6), Empathy (U7), Responsiveness (U3) are below the value of 92.0. 3) There is no policy specifically to regulate the follow-up of public satisfaction survey results. 4) The digital services in the services that are dominantly accessed by service users, namely resource services, and PDDIKTI services. So, further research is needed to find out the factors that affect the quality of digital services on the service user satisfaction.</p>

Roles of Service Quality and Religiosity in Determining Customers’ Retention in Islamic Banks: Empirical Evidence from Southwestern Afghanistan

To retain customers, a high level of service quality is an essential factor in the banking industry. In contrast to the previous government, Afghans are now more driven to follow religion in their daily lives following the Taliban’s 2021 August 15 takeover in the country,while questions about the extent of service quality and religious factors that the Islamic banking sector will provide, as well as how to gain customer retention with the needed quality service provision that customers demand or perceive from banks, remain unanswered. Hence, this article aims to determine how religious variables together with service quality factors affect customer retention of Islamic banks in the southwestern region of the country. The data was collected using a heterogeneous purposive sampling (HPS) strategy for all the Islamic banks in the region. To investigate these relationships, the study used factor analysis, and multiple regression with SPSS version 26.00. The study finds that all Islamic banking service quality and religiosity determinants are positively significant in influencing customer retention in the southwestern zone of Afghanistan. Each SERVQUAL dimension had varying degrees of influence on customer retention, with empathy, reliability, responsiveness, assurance, and tangibility having the most significant influence. Religious motivation was the most influential element of customer retention concerning religious determinants. This indicates the importance of emphasizing religious motivation and employee-customer connection by Islamic banks. In addition, the findings revealed that a high level of service quality plays a significant role in customer retention in the Islamic banking system.This study combines a cross-sectional analysis with a case study of a particular national zone. As a result, the outcomes might not be generalizable to the entire nation. It would be good to perform these studies because they are conducted similarly in other nations (such as the ASEAN countries). Future research may look into other antecedents of customer retention that were ignored in this study (such as trust and commitment). The findings of the study therefore may assist policymakers in improving the current banking industry by focusing on the Islamic banking system, which would be able to restore service quality and religious motivation among customers as they believe in the Islamic banking system, which will contribute positively to economic growth.