Understanding Of Service Quality Research Articles

The Impact of Service Quality Using the Carter Model on Customer Satisfaction in Indonesian Islamic Banks

This study explores the impact of service quality, as evaluated using the CARTER model, on customer satisfaction at Bank Syariah Indonesia. Among the six initial hypotheses, only two were confirmed, yielding significant insights. Notably, the research revealed that neither sharia compliance nor tangible aspects significantly influenced customer satisfaction. Assurance and empathy also displayed no substantial impact. Conversely, two pivotal factors emerged as major drivers of customer satisfaction: reliability and responsiveness. This intriguing finding may be linked to a recent hacker attack on Bank Syariah Indonesia, which occurred a month before the study, although further research is required to confirm this hypothesis. Despite the rigor of the research procedures, some limitations emerged, including the use of online questionnaires via Google Forms, which hindered detailed explanations to respondents and potentially affected their understanding. Additionally, the study focused exclusively on the service quality components outlined by the CARTER model, neglecting other important variables like trust, awareness, and loyalty. In light of these findings, the study offers vital recommendations. Bank Syariah Indonesia is encouraged to focus more on the various components of the CARTER service quality model to potentially foster higher customer trust and loyalty. Furthermore, the bank should consider introducing flagship programs and comprehensive approaches to enhance customer satisfaction. Future researchers are encouraged to explore additional factors influencing customer satisfaction, such as product quality and brand image, and to expand the sample to include a more diverse range of respondents. In summary, this study summarizes its findings, limitations, and recommendations, providing valuable insights for Bank Syariah Indonesia and future researchers seeking to enhance their understanding of service quality and customer satisfaction in this context.

Understanding the Role of Service Quality of Government APPs in Continuance Intention: An Expectation–Confirmation Perspective

Given the huge investment made in developing government applications (APPs), it is essential for them to achieve the levels of performance needed to ensure service quality and meet public needs. Although public loyalty is crucial to the success of government APPs, few studies have analyzed the characteristics of service quality or the continuous use of government APPs and their associations. The present study has developed a theoretical model to show how government APPs service quality promotes continuance intention. A questionnaire survey of 388 government APP-users in China and a structural equation model have been used to verify this theoretical model. The empirical results show that overall service quality has an indirect positive impact on government APPs users’ continuance intention through expectation confirmation, perceived usefulness, and user satisfaction. This study enriches our understanding of service quality and government APPs continuance intention, while also exploring government APPs development, design, and promotion.

Strategy for Strengthening Work Culture in an Effort to Improve the Quality of Health Services (Case Study at Community Health Center in Tasikmalaya City)

The purpose of this study is to find out how strategies to strengthen work culture can improve the quality of health services at the Puskesmas. This study used a qualitative method with respondents at the Sangkali Health Center and Panglayungan Health Center in Tasikmalaya City who had measured the quality of health services. Whereas in the Panglayungan Health Center as a comparison Health Center, there are only two work cultures that need to be strengthened, namely professionalism and cooperation. In terms of service quality that has not been achieved, both Puskesmas do not have a Puskesmas quality policy. The Sangkali Health Center still lacks an understanding of quality, while the Panglayungan Health Center already has an understanding of service quality.

Public transport service quality: Policy prioritization strategy in the importance-performance analysis and the three-factor theory frameworks

• A rigorous analytical framework was utilized to identify an appropriate service quality analysis method. • The three-factor theory was superior to the IPA due to the non-linear and asymmetric relations between service quality factors and rider satisfaction. • All the service factors were found to be performance factors for captive riders. • Eight of nine factors were performance for non-captive (vehicle-owned) riders, while environment friendliness was excitement. • This is the first study using the three-factor theory in Vietnam. Service quality is a determinant of increasing public transport rider satisfaction. However, understanding of service quality and satisfaction relations has been limited. This study seeks an appropriate method to demonstrate the nature of service quality-satisfaction relations. Thereby, research results can be methodologically, theoretically, and empirically defensible. The importance-performance analysis (IPA) and the three-factor theory, the most widely preferred for public transport service quality prioritization based on the importance of service factors to rider satisfaction, will be utilized. The study takes transit service in Ho Chi Minh City (HCMC), Vietnam, to demonstrate that the three-factor theory, which has been limitedly utilized despite being more advantageous and robust, is superior to the IPA. Although the extent to which the service quality factors affect satisfaction varied across rider segments, the types of service quality factors were found consistent. For example, captive riders considered all service factors as performance. Non-captive riders considered the environment factor as excitement. No basic factor was found across rider groups. This study contributes to the limited understanding of the non-linear and asymmetric relations between service quality and satisfaction of various rider groups, which is rarely found in transit service quality literature. Furthermore, it introduced a case study of Vietnamese urban transit services for the first time. It suggests that enhancing passenger information, rider care, and comfort are recommended as the most practical and economical measures in the short run. However, the city government should improve availability and accessibility to promote public transport ridership in the long run.

Impact of Point of Care Quality Improvement Training and Coaching on Quality Perceptions of Health Care Workers: Implication for Quality Policy.

BackgroundThe quality of infant healthcare service is one of the essential factors in preventing infant mortality. The purpose of the study was to analyze the quality performance in primary healthcare centers (PHC) and hospitals before and after the point of care quality improvement (POCQI) training for Infant Healthcare Services (IHS).MethodsThis is a mixed-method study design with convergence triangulation strategy, conducted at six public PHCs and four hospitals in two districts of West Java Province, Indonesia. One hundred health care workers (HCWs) were involved for quantitative study at baseline and end of intervention. An additional 40 patients participated as informants for qualitative study. Quantitative data analysis was performed by Rasch modeling and independent t-test for all variables, followed by content analysis for qualitative data.ResultsThere were significant changes in the variables of POCQI skill (mean diff: 5.14, p=0.001), quality improvement (QI) understanding (mean diff: 1.2; p=0.001), and QI engagement (mean diff: 1.7; p=0.001) in the PHC group. Although there was an increase in process and outcome variables, the changes were not significant. There was a significant change in all variables in the hospital group which were outcome (mean diff: 2.32 (p=0.19); POCQI skill (mean diff: 2.80, p=0.001); process (mean diff: 1.48, p= 0.01); QI understanding (mean diff: 1.01; p=0.01), and QI engagement (mean diff: 1.52; p=0.03). Patient perception in the qualitative study showed that PHCs and Hospitals’ services improved. Moreover, health care workers found they have a better understanding of service quality and created quality changes and improved POCQI steps.ConclusionImplementation of POCQI in PHC and hospitals improved the performance of the quality of his, therefore assuring that POCQI is an appropriate approach and tool to be adopted in the policy for strengthening the health system.

Will Good Service Quality Promote Real Estate Value? Evidence from Beijing, China

In the field of land use and urban management, real estate value-added issues have attracted much attention. Previous studies mainly focused on the premium of basic public services (such as infrastructure) in real estate value. As an important part of urban management, the contribution of property service is often underestimated. Few empirical studies mentioned the potential contribution of property service quality. Based on this, this paper aims to confirm and quantitatively evaluate the premium of good service quality in real estate value utilizing 155,845 samples of housing resale transactions in Beijing from 2012 to 2019. Furthermore, we also explore the dynamics and heterogeneity of the above premium. Our results show the following: Firstly, good service quality does show premium in real estate value, and the higher the service quality, the greater the premium in housing price. Secondly, this premium keeps increasing during our study period. With urbanization and rising incomes of residents, property service is increasingly important. Thirdly, the contribution of service quality to real estate value is greater when serviced houses have a higher price or larger area, are relatively newer, or further away from the city center. The findings of this current research not only deepen our understanding of service quality’s premium in real estate value, but also provide implications for urban management.

National Health Insurance Scheme Services and Patient Satisfaction: The Nigerian Experience

Healthcare delivery in the present day involves not just treating the patient but also paying attention to the overall satisfaction the patient derives while obtaining the service. This has made satisfaction in healthcare services a top priority for both healthcare professionals and patients. However, the costs of healthcare services continue to be key sources of hardship for many households, hence the introduction of the National Health Insurance Scheme (NHIS) service in Nigeria to lessen the financial burden of accessing healthcare. The study investigated how patient satisfaction is impacted by NHIS service in a teaching hospital in Nigeria. The population consists of all enrollees of NHIS at the University of Benin Teaching Hospital (UBTH). Copies of the questionnaire used for the study were administered to NHIS enrollees seeking medical care in three departments of the hospital, namely: General out-patient, Maternity, and Dental. Out of the 200 questionnaires administered, 182 (General out-patient department – 79, Maternity department – 52, and Dental – 51) were found usable. To access the patients in the aforementioned departments of UBTH, convenience sampling, a form of non-probability sampling method, was applied. The method was chosen because it allows for simple access to and contact with target respondents. Multiple regression analysis was used to establish the statistical significance and relationship between patient satisfaction and NHIS services, such as accessibility, empathy, reliability, tangibility, responsiveness, and waiting time. The study found that accessibility, reliability, and waiting time have a significant impact on patient satisfaction with NHIS services. The study recommends that a more efficient and sustainable model should be designed and implemented in hospitals to minimise waiting time by engaging more health professionals and experts, as well as re-engineering the existing patient flow should be incorporated into the model. The study concludes that empirically investigating the quality of NHIS services and patient satisfaction in healthcare is important in several ways. First, it increases our understanding of service quality and patient satisfaction in particular, as well as service marketing in general, thereby laying the groundwork for future research. Secondly, the management of healthcare organisations will be able to spot any unsatisfactory service elements, which will serve as the basis for designing effective strategies to raise service quality in the healthcare industry.

Perceptions of service quality at football stadiums: influence on fans’ intention to attend future games

ABSTRACTThis study enhances the understanding of service quality at major spectator sports events in Thailand by examining the relationship between spectators’ perception of event quality and their behavioral intention to attend future games. Structural equation modeling (SEM) is used to analyze data collected from 849 spectators who attended Thai Premier League (TPL) games at three major stadiums in Bangkok. The empirical results indicate that spectator satisfaction and aesthetic quality associated with game-day attendance directly affect behavioral intention to attend future events. Notably, team performance (denoted as outcome quality) and total attendance cost were found to significantly influence spectators’ satisfaction and behavioral intention to attend future games. The study contributes substantially to the literature by proposing a model with four dimensions that directly affect the important issues of consumer satisfaction and subsequent intention to re-attend an event. Thai cultural features such as collectivism, a long-term outlook, and feminism are argued as being aligned with the proposed model dimensions. We discuss some of the findings with respect to these cultural features. Furthermore, the proposed total attendance cost dimension is novel in that it includes both monetary and non-monetary costs.

The Understanding of Indonesian Patients of Hospital Service Quality in Singapore

Medical services can be categorized as a credential product. Some Indonesian citizens prefer to go abroad to get their medical treatment. They think that hospitals abroad such as Singapore can provide them with better medical treatment. The purpose of the study is to investigate the understanding of a good service among Indonesian patients who have had medical treatment in Singapore. Most of the previous studies have been focusing on quantitative research in understanding consumers’ perception of service quality. We believe that qualitative research can make a significant contribution to the understanding of service quality in the context of a hospital. The study employs qualitative methodology in collecting information from the informants. In-depth interviews were conducted on 15 informants who have had out-patient or in-patient medical treatment in four hospitals in Singapore. The age of the informants ranged from 19 to 64 years old. Their minimum education was junior high school. The frequency of their visits to a Singaporean hospital ranged from 1 to 12. The main question asked was “What is the informant's understanding of a good quality service in healthcare. The interviews were recorded, transcribed and then analyzed. The research process is reliable and valid in terms of cumulative, communicative, and argumentative validity. Our findings indicate that the dimensions that contribute to good perceptions of service quality are technical, interpersonal, tangibles, access and responsiveness, value, and outcomes. The contribution of our study is the inclusion of the dimension value and sub-dimension of customer orientation on the informants’ understanding of service quality.

Service quality and customer satisfaction: qualitative research implications for luxury hotels

Purpose– The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them.Design/methodology/approach– This paper used interviews with managers and guests of 5-Star hotels in Taiwan and qualitative analysis to understand definitions and perceptions of luxury, service quality and satisfaction.Findings– The major findings of the study were that: there were no fundamental disconnects in the respective understandings of managers and guests; however, the two groups used different language to describe luxury, service quality and satisfaction; the managers evaluated satisfaction in terms of services provided, but the guests conceptualized satisfaction in terms of value received for the price of lodging; and luxury, service quality and satisfaction were closely related in the minds of the managers and guests and were not independent constructs.Research limitations/implications– Recommendations are made based on marketing communications theory, that is all factors identified in this study can be considered to be part of the brand identity of the hotel; local culture can introduce variables that may be outside the scope of international standards; and information on local expectations and preferences can inform advertising and public relations efforts of the hotel.Originality/value– This study is significant because little research into luxury hotel customer satisfaction has been done using qualitative methodology, which provides a richer understanding of the experiences of the participants than can quantitative design.

Mobile Money: The Effect of Service Quality and Competition on Demand

The use of electronic money transfer through cellular networks (mobile money) is rapidly increasing in the developing world. The resulting electronic currency ecosystem could improve the lives of the estimated 2 billion people who live on less than $2 a day by facilitating more secure, accessible, and reliable ways to store and transfer money than are currently available. The development of this ecosystem requires a network of agents to conduct cash-for-electronic value transactions and vice versa. This paper examines how service quality, competition, and poverty are related to demand and inventory (of electronic credit and physical cash) where, in this setting, service quality consists of pricing transparency and agent expertise. Among our results, we find that average demand increases with both pricing transparency and agent expertise, and that agent expertise interacts positively with competitive intensity. We also find that competition is associated with higher inventory holdings of both cash and electronic value, and that agents in high-poverty areas hold greater amounts of cash but do not carry a smaller amount of electronic value indicating that they devote more capital to their inventory. These results offer insight to mobile money operators with respect to monitoring, training, and the business case for their agents. This paper furthers our understanding of service quality, competition and inventory, while developing a foundation for the exploration of mobile money by OM scholars.

여대생들의 커피 전문점 서비스 품질 인식이 고객 만족, 브랜드 이미지, 고객 충성도에 미치는 영향

국내 커피 시장에서 커피 전문점들간 경쟁이 치열해지고 있으며, 각 커피 전문점들은 높은 수준의 서비스 품질을 통해 고객 충성도를 제고하고자 노력하고 있다. 이런 맥락에서 본 연구에서는 커피 전문점의 주 고객층인 여대생들의 커피 전문점 서비스 품질의 인지 정도를 살펴보고, 각 서비스 품질이 의사 결정에 미치는 영향을 살펴보고자 한다. 특히, 본 연구에서는 기존 문헌들에서 고려된 커피 전문점 서비스 품질들을 서비스 품질의 유형성, 서비스 환경, 서비스 제품, 서비스 전달로 구분하여, 각 서비스 품질 요인이 고객 만족과 브랜드 이미지에 미치는 영향을 분석하였다. 또한 고객 충성도를 재 구매 의도와 추천 의도로 구별하여, 고객 만족과 브랜드 이미지가 재 구매 의도와 추천 의도에 미치는 영향을 살펴보았다. 제안한 연구모형은 커피 전문점을 자주 방문하는 여대생 206명을 통해 검증되었다. 본 연구 결과 서비스 제품과 서비스 전달은 고객 만족과 브랜드 이미지에 모두 유의한 영향을 미쳤지만, 서비스 품질의 유형성과 서비스 환경은 유의한 영향을 미치지 못하였다. 고객 만족과 브랜드 이미지는 재 구매 의도와 추천 의도 형성에 중요한 역할을 담당하였다. In the highly competitive coffee market, each coffee shop is striving to improve customer loyalty by providing a high level of service quality. To deepen our understanding of service quality in the coffee shop market, this study identifies the key elements of service quality of coffee shops and investigates their impacts on decision-making processes of female university students. This study also investigates the effects of customer satisfaction and brand image on customer loyalty in a coffee shop market. Moreover, it considers the two critical customer loyalty: repurchasing intention and recommendation intention. Data collected from 206 female university students were empirically tested against a research model using partial least squares. Analysis results showed that service product and service delivery significantly affect customer satisfaction and brand image whereas service intangible and service environment do not significantly influence on them. Customer satisfaction and brand image play an important role on the formation of repurchasing and recommendation intention.

Measuring Service Quality in The Context of Higher Education in Vietnam

This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities.

Use of Multimedia to Enhance Service Quality in Hospitality Education

This study evaluates an interactive multimedia instructional program created to aid prospective hospitality students in learning appropriate service quality. A quasi-experimental research model was used to gather data, which were then submitted to the ADDIE (Analyze, Design, Develop, Implement, and Evaluate) calibration method. After a study of selected second-year Level 2 students at a university in Taiwan, the multimedia tool was assessed and modified in order to maximize its instructive quality. Differences between experimental and control groups were evaluated according to their service attitudes and behaviors. The result strongly indicated that the use of a multimedia instructional program can enhance understanding of service quality in hospitality education.

Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context

Wixom and Todd (2005) integrated the user satisfaction and the technology acceptance literatures to theorize about and account for the influence of the information technology artifact on usage. Based on Wixom and Todd's integrated model of technology usage, we propose the 3Q model by investigating the role of service quality (SQ), in addition to system quality (SysQ) and information quality (IQ), in website adoption. Attention to SQ is critical, as consumer websites have increasingly become the target of SQ assessment made by consumers, not just traditional SysQ and IQ evaluations. As part of our study, we further theorize and empirically test the relationships among these three types of quality constructs and hypothesize that perceived SysQ influences perceived IQ and perceived SQ, and perceived IQ influences perceived SQ. Our study extends the Wixom and Todd model in the e-service context and is the first of its kind to empirically examine the combined impact of perceived SQ, perceived SysQ, and perceived IQ on usage intention. Our study advances the theoretical understanding of SQ and the relationships among perceptions of SysQ, IQ, and SQ in the e-service context. The results also inform practitioners that high IQ and SysQ can directly or indirectly improve SQ in the e-service context.

Service quality in community pharmacy: An exploration of determinants

BackgroundAlthough various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs’ understanding of service quality and its determinants. ObjectivesThis study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. MethodsStructured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants’ perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. ResultsFrom the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. ConclusionsThe study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers.

Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland

This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online banking users. The empirical test of the model finds strong support for the links between perceived security and Perceived Usefulness (PU) and Perceived Ease Of Use (PEOU), reliability and PU and PEOU, between PEOU and satisfaction and finally between satisfaction and loyalty. The study finally provides both theoretical and practical contributions, outlines the main limitations of the study and gives ideas for further work in this area.

Service quality measurement in the Chinese corporate banking market

PurposeThe purpose of this paper is to construct a measurement instrument to capture service quality in the Chinese corporate banking market.Design/methodology/approachTo create the measurement instrument, Chinese Banking Service Quality (CBSQ), constructs are utilised from the generic service quality literature and Chinese business culture. In addition, 18 financial managers were interviewed to identify how other aspects of the Chinese banking market could be included in the new instrument. CBSQ was administered to 259 corporate customers in China. Exploratory and confirmatory factor analyses were used to assist data reduction, test hypothesised models and refine scales.FindingsFactor analysis identifies that service quality in Chinese corporate banking is measured by a nested model, consisting of two higher‐order constructs (i.e. functional quality and technical quality) and four lower‐order dimensions (i.e. reliability, human capital, technology and communication).Research limitations/implicationsThe data were collected from corporate customers in China, and hence the findings of this paper may not be generalisable to other contexts.Practical implicationsThe presence of CBSQ is timely given the rapid development of the Chinese banking sector, allowing Chinese domestic banks and international banks to incorporate service quality issues into their strategic planning. Particularly, bank management could benefit from focusing their efforts on the four dimensions of CBSQ.Originality/valueThis research contributes to our understanding of service quality in the Chinese banking market by creating CBSQ – a model to capture the quality of service provision in corporate banking. The utility of CBSQ for academics and practitioners is discussed along with avenues for future research.

Online service quality dimensions and their relationships with satisfaction

This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub‐dimensional level. Theoretical contribution and managerial implications of the findings are further discussed.

A different time, a different country: An instrument for measuring service quality in Singapore's polytechnic libraries

An instrument for measuring service quality was developed in Singapore's polytechnic libraries, based on previous work done in New Zealand. Focus groups of academic librarians reported on their understanding of service quality. Contrasts between the two instruments are examined. The time lapse between the projects accounts for some variation.