SERVQUAL Dimensions Research Articles

Analisis Tingkat Kepuasan Masyarakat terhadap Penerapan Blue Sistem pada Pelayanan Pengujian Kendaraan Bermotor di Kota Denpasar

This study was conducted with the aim of evaluating the level of public satisfaction with the implementation of the vehicle test book public service by obtaining Evidence of Passing the Electronic Test as a substitute for the vehicle test book at the motor vehicle testing, Denpasar City transportation service. There are two variables used, namely the level of conformity of service expectations and the level of conformity of service performance. The servqual dimension used to assess customer satisfaction consists of tangible (tangible), reliability (reliability), responsiveness (responsiveness), assurance (certainty), and empathy (empathy). The results showed the average satisfaction of tangible dimensions (86.86), reliability (81.62), responsiveness (85.94), assurance (82.17), and empathy (86.73). The comparison between the level of conformity of expectations with the suitability of performance is 84.66 points which can be interpreted as "appropriate". In general, it can be concluded that the community is satisfied with the conformity of expectations and performance of BLUE services applied at the motor vehicle testing of the Denpasar city transportation service.

Pengaruh Dimensi Servqual Terhadap Loyalitas Tamu Bossotel Inn, Bangkok Dengan Kepuasan Sebagai Variabel Intervening

This research aims to analyze servqual dimension that consisting of tangible, empathy, reliability, responsiveness, and assurance towards guest loyalty at Bossotel Inn, Bangkok, with satisfaction as an intervening variable.
 This research method uses quantitative descriptive research, data collection techniques using purposive sampling by distributing 100 questionnaires to the guest of Bossotel Inn, Bangkok, the analysis method used is path analysis using SPSS version 20 and the sobel test calculator to test hypotheses.
 The results of this research indicate that: 1) reliability and assurance variable have a direct effect on Bossotel Inn, Bangkok guest satisfaction. While tangible, empathy, and responsiveness variable do not have direct effect, 2) empathy and responsiveness variable have direct effect on Bossotel Inn, Bangkok guest loyalty, while tangible, reliability, and assurance variable have no effect, 3) hotel guest satisfaction variable has a direct effect on Bossotel Inn, Bangkok guest loyaltsy, and the last, 4) hotel guest satisfaction cannot be a mediate the relationship between tangible, empathy, reliability, responsiveness, and assurance towards guest loyalty at Bossotel Inn, Bangkok, Thailand.

Are Customers Satisfied with Service Quality in Malaysia Airports? Empirical Findings from Penang Airport

In order to measure the level of airport service, consumers can categorize their experiences into passenger and freight disposition, waiting areas, mobile facilities within the airport, auxiliary facilities, and accessible traffic equipment. If the service delivery having issues and not up to the expectation of customers, it can affect the business. The SERVQUAL model, which is test in this study, is the widely approach of measuring service quality in order to help service providers in identifying their strengths and weaknesses. This study uses the quantitative method through survey in order to know the extent of customers satisfies and how dimensions of SERVQUAL has relationship with customer satisfaction at Penang Airport. The findings show that customers are satisfies with the services given by the airport and dimension of assurance seems the strong relationship with customer satisfaction. In recommendation, the author hopes the airport management will increase more effective signage and wayfinding at Penang International Airport, as well as an understanding of the needs of passengers. In future research, perhaps more studies will unearth the service delivery from different aspect to assists management of the airport more transparent and down to earth entertaining the customers.

An Ambulance Service evaluation of Quality Control Measures based on patients‘ perception in Qatar

Background: The lack of healthcare quality management poses significant legal and financial implications1,2. A proactive approach to systems improvement seems warranted and reasonable. It is not clear if current quality control measures are perceived by patients. The study aims to understand if any correlation exists in this respect in the context of patients using the Hamad Medical Corporation Ambulance Service in Qatar. Methods: A survey was distributed to adult patients transported by the Ambulance Service's emergency division to the Hamad General Hospital's See and Treat unit in Doha (n = 255). The patients had to be free from serious injury/illness, fully conscious, and with re-collection of the service received. The original SERVQUAL model3 consisting of 5 dimensions (Reliability/Assurance/Tangibility/Empathy/Responsiveness) was modified and a 6th dimension (Quality Control) was added. The Spearman's rank correlation was used to test the strength between quality control (QC) and service quality responses. Results: The mean age was 33.46 years ( ± 9.62). Patients’ continent of origin distribution is presented in Table 1. The QC dimension was correlated with that of the SERVQUAL dimensions presented in Table 2. Most of the SERQUAL dimensions had strong correlations with QC. Interestingly, there was a weak correlation between Assurance/QC and a moderate correlation between Tangibility/QC. The results seem to be driven by providing service within promised timeframes, access to care, and patients’ perception of ambulance staff's willingness to help. Conclusion: An awareness of the variables with strong correlations is indicative of the significant impact QC measures have and the associated perception of importance held by patients. This study sheds light on the importance of evaluating quality processes and limiting internal costs. The number of patients by continent of origin did not enable valid statistical tests based on that variable. The Ambulance Service's QC measures appear to maintain favorable patients’ perceptions of services received.

Competitive Strategies in The Lodging Service Sector : Five Porter Analyses And Case Study SWOT Analysis

Booking lodging services using online applications is a strategy used by companies in marketing their services. One of the lodging booking platforms is RedDoorz and OYO. Along with the emergence of this technology and information, causing every innkeeper to have a competitive strategy. This study aims to determine the product differentiation strategy, the competitive strategy with porter's five forces analysis, the company's condition using SWOT analysis, and customer satisfaction with the SERVQUAL dimension in lodging services Malang. The research subjects are lodging services in Malang that market their products using the RedDoorz and OYO platforms. The subjects of this research include Omega Guest House, Bunga Cengkeh Homestay, Aurila Homestay, and Kina Family Residence. Data were analyzed descriptively qualitatively with Porter's Five Forces analysis, SWOT analysis and SERVQUAL dimensions. The study results indicate that the lodging service sector in Malang is almost entirely only implementing a differentiation strategy based on price and service. The SWOT analysis results show the second quadrant point, strategy diversification, which means this position proves that a business is strong but faces big challenges during the Covid-19 pandemic. So you have to prepare a business strategy that has been prepared based on the results of the company's SWOT analysis. Business owners in the field of services such as lodging in Malang must give full attention to customers because when the level of satisfaction is high it will not rule out the possibility, the visitor will return at another time, this full attention is called service quality or SERVQUAL

Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic

The implementation of lockdown due to the COVID-19 pandemic has affected most businesses worldwide. The transportation business, specifically in the Philippines, has been heavily affected since only the healthcare and essential workers were allowed to leave their homes during the early stage of the pandemic. This paper aimed to explore the service quality of Public Utility Vehicles (PUV) in the Philippines during the COVID-19 pandemic utilizing the SERVQUAL dimensions. A total of 564 participants answered an online questionnaire using the convenience sampling approach, consisting of 58 questions. Structural equation modelling (SEM) was applied to derive the causal relationships between SERVQUAL dimensions, COVID-19 safety protocol, and customer satisfaction simultaneously. Out of the six dimensions, the SEM indicated that COVID-19 protocols, tangibility, and assurance variables were found to significantly affect PUV service quality and thus, customer satisfaction. This study is one of the first complete studies that analyzed the PUV service quality during the COVID-19 pandemic. The findings could provide the government with an evaluation of the compliance of PUVs to the imposed COVID-19 protocols. Furthermore, the framework of this study could also be applied and extended in evaluating PUV worldwide.

Gap Analysis between Women Passengers’ Perception and Expectations about Bus Service: A Case Study on Bangladesh

Since public bus service is frequently available and reasonably priced in major cities of Bangladesh including Dhaka, the capital city, a significant number of economically active women regularly commute to work utilizing public buses. Since female commuters experience unique challenges compared to their male counterparts, a gap analysis on the perception of men and women, as well as the difference between the female commuters’ perceptions and expectations, could help to pinpoint the issues. The aim of this paper is to determine the gap between female commuters’ perceptions and expectations of bus service quality in Bangladesh, as well as the current perception of both male and female passengers. In this paper, the data obtained is studied to determine the service quality needs which should be improved by analyzing the perception and expectation gaps for female passengers. SERVQUAL models were used to examine the disparities between perceptions and aspirations in Bangladesh’s major cities. Tangibility, reliability, responsiveness, assurance, and empathy are the five dimensions of SERVQUAL. The data for this study was collected from 1500 commuters in Bangladesh’s largest cities, including Dhaka, Gazipur, and Narayanganj. Primary data was gathered using a purpose-built questionnaire survey. The Gap values are negative in all dimensions, according to the findings of the study. In the data analysis, a negative gap value indicates that the expectation exceeds the perception. According to the gap analysis, the quality of bus service for passengers is insufficient. Bus service quality is seen and expected to be quite varied. It is vital to improve bus service to meet the needs of women. The findings could be valuable in planning future transportation policies that take female commuters’ needs into account.

Banking service quality perceived by students: Implications to green services

Background: The paper examines banking service quality perceived by students as a basis for determining implications for green services. The focus was on this market segment bearing in mind its potential effects on banks' long-term profitability and students' acquaintance with environmental issues. The attention was dedicated to the green banking concept taking into account the role which banks have in creating an eco-friendly society. Purpose: The aim of the research refers to identifying banking service quality aspects that are important for students. Later, those can be used as a starting point in determining actions regarding green services in the case of the student population. Study design/methodology/approach: The quality of a bank service was modeled as a hierarchical reflective-formative construct, because of which the SmartPLS software was applied. Five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness, and tangibles) were specified as lower-order reflective constructs which form the higher-order formative construct (banking service quality). After testing the model, separately for reflective and formative constructs, path coefficients were presented. Finding/conclusions: The results have shown that responsiveness and assurance represent dimensions that have the largest contribution to banking service quality, i.e. the highest path coefficients to higher-order construct. In accordance with those findings, certain implications concerning green services were given. Limitations/future research: The omission of certain variables that may be related to banking services represents the limitation of this study; hereby, in future researches, some socio-demographic characteristics (such as gender, household income, etc.) could be included in the analysis.

OBTAINING AN IN-DEPTH UNDERSTANDING OF THE ASSURANCE DIMENSION OF SERVQUAL IN THE SPA INDUSTRY: A CASE OF SPAS IN BANGKOK

Purpose - Among the five SERVQUAL dimensions, reliability is one of the most criticised dimensions because it is ambiguous and interpreted differently in the service literature. In addition, perceived hygiene, which is related to the attribute of safety, is becoming increasingly important in customer perceptions COVID -19 in the hospitality and tourism industries. In this study, three different sources of information are examined using a qualitative, exploratory methodology to gain a better understanding of the dimension of safety in the spa industry, focusing on spas in Bangkok. Design/methodology - Three different sources of information (secondary data, expert interviews, and customer interviews) are examined and interpreted through a content analysis methodology. Findings - There are two main findings. First, the assurance dimension of spa service quality can be sub-divided into four key categories: 1) product assurance 2) staff assurance 3) physical assurance and 4) process assurance. Second, perceived hygiene during the COVID-19 pandemic is integrated into the assurance attributes of spa service quality. Originality - The study advances knowledge on the assurance dimension in relation to spa service quality. In addition, the assurance dimension of SERVQUAL in the spa industry has been conceptualised in regard to the current situation.

Assessment of the quality of digital services provided by an e-learning platform focused on sustainability issues

Paper aims The aim was to adapt and apply a SERVQUAL scale to measure the perceived service quality of an e-learning platform provided by the United Nations for Environment Programme (UNEP) focused on sustainability issues. Originality There is a scarce number of publications using the SERVQUAL for digital services evaluation. This study contributes to filling this gap, generating new insights for the service quality literature by proposing an adaptation of the SERVQUAL scale for online sustainability courses. Research method The SERVQUAL was carried out with undergraduate and post-graduate students enrolled at a Brazilian higher education institution. A set of 21 questions was set up to evaluate the perceived service quality of the students before/after finishing the online course “Introduction to Life Cycle Thinking (LCT)” provided by UNEP. Main findings The results showed that the most important features were related to the empathy, assurance and tangibility quality dimensions with emphasis on the high quality of addressing the user doubts and the audio and video resources that helped students in the learning process. In conclusion, the perceived quality was higher than the expectations for many of the SERVQUAL dimensions. Implications for theory and practice Finally, the step-by-step methodological approach used by this paper should be adopted by other e-learning platforms to investigate quality and service management aspects. Empathy, assurance and tangibility may be seen as key components in the service quality management of e-learning platforms.

Service Quality in Natural Gas Distribution: A Study

Purpose: Using the SERVQUAL model in the Natural Gas Distribution business context, the research paper examines and compares the quality of service parameters of two City Gas Distribution (CGD) companies engaged in Piped Natural Gas (PNG) distribution- one from public and other from the private sector. Research Design/Approach: Mapping of various activities pertaining to domestic (household) PNG service on the SERVQUAL dimensions was undertaken. Based on the mapping, a relevant data collection tool was deployed to collect the data on PNG service quality parameters from the respondents, who were current consumers of these companies. Hypotheses regarding various components of SERVQUAL model were tested towards the comparison of service quality of these companies. Data were analyzed by employing an appropriate statistical tool. Findings: Statistical results reveal a significant difference between the companies in terms of the quality of services offered by them. Interpretation of study results, managerial implications and suggestions have been discussed in the paper. Practical Implications: The study shall help in designing and implementing the quality of service parameters and subsequently devising or revising Service Level Agreements (SLA) for the domestic PNG customers of CGD companies. Originality/Value: Not much relevant research work on service quality issues has been undertaken in the CGD Sector in general and in the domestic Piped Natural Gas (PNG) sub-sector in particular. One of the outcomes of the study is also the mapping of various activities pertaining to domestic PNG service on the SERVQUAL dimensions.

Drivers of customer behavioral intentions and the relationship with service quality in specific industry contexts

ABSTRACT The purpose of this paper is to present a methodology to systematize the determinants of customer satisfaction and loyalty and the relationship with the perceived quality of service in traditional retail stores in the South and Island regions of Portugal. The proposed conceptual model aims to analyse if perceived service quality (five dimensions of SERVQUAL) directly contribute to customer satisfaction, customer-perceived value and corporate image. The results show that service quality significantly influences corporate image, perceived value and customer satisfaction. Furthermore, perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, corporate image and perceived value significantly affect behavioural intentions towards the act of buying. From an interdisciplinary perspective, this study contributes to the consumer behaviour literature and service quality management in specific industry contexts.

Service Quality Dimensions (SERVQUAL) and Customer Satisfaction towards Motor Ride-Sharing Services: Evidence from Bangladesh

Abstract: Purpose: This study aimed to examine and evaluate the factors affecting Bangladeshi ride-sharing consumers' satisfaction levels. Research methodology: The samples comprised 386 users of this application in Dhaka city selected using a convenience random sampling technique. The data obtained using a survey questionnaire were evaluated using Smart PLS 3.0. Furthermore, six hypotheses were developed to realize the objectives. This study used a positivist research methodology. Results: The results showed a positive and significant relationship between tangibility, responsiveness, empathy, price fairness, and customer satisfaction. There is no conventional relationship between reliability and assurance of customer satisfaction. Limitations: Customer satisfaction is vast, and this study only examined ride-sharing services in Dhaka city using SERVQUAL dimensions, which restricts the generalizability of the results. Contribution: The findings would help the service providers participating in this operation better understand the appropriate actions to improve their commuter services. Keywords: 1. SERVQUAL 2. Ride-Hailing 3. Bangladesh 4. customer satisfaction 5. tangibility 6. responsiveness

Perceived Service Quality in HRI: Applying the SERVBOT Framework.

Services are intangible in nature and as a result, it is often difficult to measure the quality of the service. In the service literature, the service is usually delivered by a human to a human customer and the quality of the service is often evaluated using the SERVQUAL dimensions. An extensive review of the literature shows there is a lack of an empirical model to assess the perceived service quality provided by a social robot. Furthermore, the social robot literature highlights key differences between human service and social robots. For example, scholars have highlighted the importance of entertainment value and engagement in the adoption of social robots in the service industry. However, it is unclear whether the SERVQUAL dimensions are appropriate to measure social robot’s service quality. The paper proposes the SERVBOT model to assess a social robot’s service quality. It identifies, reliability, responsiveness, assurance, empathy, and entertainment as the five dimensions of SERVBOT. Further, the research will investigate how these five factors influence emotional engagement and future intentions to use the social robot in a concierge service setting. The model was tested using student sampling, and a total of 94 responses were collected for the study. The findings indicate empathy and entertainment value as key predictors of emotional engagement. Further, emotional engagement is a strong predictor of future intention to use a social robot in a service setting. This study is the first to propose the SERVBOT model to measure social robot’s service quality. The model provides a theoretical underpinning on the key service quality dimensions of a social robot and gives scholars and managers a method to track the service quality of a social robot. The study also extends on the literature by exploring the key factors that influence the use of social robots (i.e., emotional engagement).

The Correlation between Servqual Dimensions and Student Satisfaction

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality.
 Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

Kualitas Pelayanan Program Pendaftaran Tanah Sistematis Lengkap Pada Kantor Pertanahan Kabupaten Sleman

PTSL is a policy implemented by the Government to provide legal certainty and protection for land ownership rights for the community. The BPN Sleman is an institution that also implements the PTSL program. The success of the implementation of the program requires quality service performance in order to provide satisfaction for the community. Therefore, this study aims to determine the quality of the PTSL program in the BPN Sleman in providing services to the community. The research method used in this study is a descriptive analysis method with a qualitative approach. Data collection methods used were observation and interviews during the period of January - February 2020. The Servqual dimension is used as a model to identify the quality of a complete PTSL service. The results of this study explain that the BPN Sleman already provides good quality of services as a whole. The dimensions of tangibles, responsiveness, and empathy tend to have good quality, however, it is necessary to improve the quality of service based on the dimensions of reliability and assurance. The results of this study provide managerial implications for the BPN Sleman to improve the quality of its services to the community, especially in the PTSL program.

Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ

The service quality at XYZ High School is still not in accordance as expected. There are still queues for registration, payments, length of academic service, parking capacity, lecture room, library access, security, and etc. This study is conducted to find out the service quality of XYZ high school towards the students' satisfaction. The methods used in this research are the integration method of Servqual, Kano and Quality Function Deployment (QFD), using 5 Servqual dimensions, those are Tangible, Reliability, Responsiveness, Assurance, and Empathy. The gap value of all service attributes provided is negative. It means that the service performance still can't fulfill the students' expectation. Based on the integration calculation of the Servqual, Kano and QFD methods, there are 16 of 31 service attributes need to be improved. The easy attribute in accessing information by online can become priority with the important level of 23.17 by constructing an online integrated information to become the priority technical response which is conducted for the improvement with the percentage of 21.04%.

Measuring Higher Education Service Quality During COVID-19 Pandemic in China using a SERVQUAL Method

There has been an emergency teaching and learning paradigm shift in China universities due to the closure of many higher educational institutions due to COVID-19. This study examines the education service quality during the pandemic. Five dimensions of SERVQUAL have been studied, namely tangible, dependability, responsiveness, assurance and empathy. Using a simple random sampling method, self-report questionnaires were distributed to undergraduate students from the Tianfu College of Southwestern University of Finance and Economics (SWUFE), who participated in this study. This resulted in 373 usable questionnaires. In all five dimensions of service quality, a gap was observed between students’ perceptions and expectations, and are listed in ascending order as follows: tangible: -0.073, assurance: 0.015, empathy: 0.050, responsiveness: 0.052, and reliability: 0.056. The gap analysis between service quality perceptions and expectations showed that all scores for perceptions were higher than expected, except for the tangible dimension. Nevertheless, the negative gap is small and negligible. This finding indicates that the service quality of tangible dimension could be slightly improved. Specifically, the university must upgrade facilities and equipment to improve the fluency of the teaching network, and skills of teachers should be improved to advance their teaching methods, in order to support online teaching and learning, which could reduce the gap of service quality of tangible dimension between student perceptions and expectations.

Grey Relational Evaluation of Bulk Water Provision Service Quality Using the SERVQUAL Framework

ABSTRACT Assessing the service quality of water provision is essential to minimize the gaps between customer expectations and perceptions. This study aims at assessing the bulk water provision service in the Palestinian Water Authority-West Bank Water Department (PWA-WBWD) based on the SERVQUAL framework using a novel approach of applying the grey relational analysis (GRA) model. The relevant data were collected from a randoSm sample of PWA-WBWD’s customers who are the bulk water provision suppliers. GRA model was used to rank the importance of the five SERVQUAL dimensions. Namely, GRA model revealed the following order of SEVQUAL dimensions; reliability, responsiveness, empathy, assurance, tangibility. Inferential non-parametric statistical tests were also conducted to test the study hypotheses. The results supported the significance of gaps in the five SERVQUAL dimensions. Also, the built multilinear regression model demonstrates the dependence of satisfaction on three SERVQUAL dimensions; reliability, responsiveness, and empathy. The relevant policy-makers are encouraged to improve the quality of their services.

Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda

This paper aims to examine the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda, using a Servqual model. The association between customer satisfaction level and service quality characteristics has been tested with a regression analysis. In this study, assurance as a Servqual dimension has been substituted with tariffs to exhibit its effect on customers’ satisfaction levels. Findings verified that some of the Servqual dimensions including reliability, empathy, and responsiveness have been positively affecting the customer satisfaction level in the Ugandan context. The study also demonstrated that the prices of products and services of telecom companies were not the major concerns for telecom consumers in Uganda. The study, finally, provides some practical guidelines to managers of telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.