From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries

2002 ◽  
Vol 12 (5) ◽  
pp. 292-302 ◽  
Author(s):  
Jessica Santos
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Industries ◽  
Comparison Study ◽  
Quality Perceptions

scholarly journals Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

2016 ◽  
Vol 8 (6) ◽  
pp. 77 ◽  
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said M. Gattoufi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Service Industry ◽  
Service Providers ◽  
Operational Efficiency ◽  
Service Industries ◽  
Empirical Validation ◽  
Continuous Training ◽  
Telecom Service ◽  
The Impact

<p>A research study was initiated to investigate the impact of emotional intelligence on employees’ satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries.</p><p>The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees’ commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees’ engagement and involvement. Engaged employees value customers’ expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users’ satisfaction. It can be sustained through employees’ continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees’ emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company.</p>

Accommodating ethnic minority consumers during service encounters: the fine line

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sarah Mady ◽  
John B. Ford ◽  
Tarek Mady
Keyword(s):  
Service Quality ◽  
Ethnic Minority ◽  
Service Providers ◽  
Service Encounter ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Quality Perceptions ◽  
Language And Ethnicity ◽  
The Impact

Purpose This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates that during an intercultural service encounter, the impact of the service provider’s language and ethnicity on the consumer’s service quality perceptions is moderated by the level of service involvement, consumer acculturation and perceived discrimination, which, in turn, influence purchase intent. Design/methodology/approach A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service context to manipulate accommodation efforts (yes vs no) and the level of involvement with the service (high vs low). Findings When such language and ethnicity accommodations were offered, highly acculturated minority consumers regarded the service encounter less favorably than low acculturated minority consumers. Moreover, during low-involvement service encounters, intercultural accommodations positively impacted consumer’s service quality perceptions compared to situations involving high-involvement services. Also, minority consumers with perceptions of past discrimination had less favorable evaluations of the service quality than when such perceptions were nonexistent when intercultural accommodation efforts were made by the service provider. Research limitations/implications The findings add to the sparse literature that examines the effectiveness of intercultural accommodation and focuses on the combined use of service provider’s language and ethnicity as a means to enhance service quality. Practical implications The study delivers cautions for service firms not to generalize the receptivity of intercultural accommodation efforts. Given the increasingly sizable segments of minority customers, this study offers insights for service providers to develop suitable recruitment strategies and training programs when devising effective ethnic targeting strategies. Originality/value This research is among the first to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups.

Observation-Based Trust Management for Services in Mobile Networks

2010 ◽  
pp. 309-331
Author(s):  
André Paul ◽  
Carsten Jacob ◽  
Heiko Pfeffer ◽  
Stephan Steglich
Keyword(s):  
Service Quality ◽  
Mobile Networks ◽  
Trust Management ◽  
Ad Hoc ◽  
Service Providers ◽  
Handheld Devices ◽  
Trust Relationships ◽  
Quality Perceptions ◽  
The Future ◽  
Service Behavior

The growing availability of well-equipped handheld devices and the increasing mobility of users influence the way today’s services can be used. In the future, services provided by different devices can be used on an ad-hoc basis to fulfill user-specified tasks. This chapter proposes an infrastructure for mobile networks that allows for the rating of nodes with respect to their provided functionalities. Thus, it is possible to create reputation relationships and trust assessments between service requesters and service providers. One means for making use of trust relationships is in the reduction and the prevention of interactions with misbehaving or inaccurate nodes. The authors’ work also factors in the subjectivity of users by allowing different service quality perceptions for each user. Thus, each user can base his or her cooperation behavior on their own service behavior preferences instead on the aggregated preferences of all users.

Patient Satisfaction with the Healthcare Service Quality: An Empirical Investigation at Malaysian Public Hospitals by Utilizing SERVQUAL-Gap Analysis

2021 ◽  
Vol 12 (3) ◽  
pp. 734-740
Author(s):  
Wan Salmuni Wan Mustaffa Et.al
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Service Industries ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Healthcare Industry

The healthcare industry is among the most rapidly growing service industries in the world economy. In recent years, the government of Malaysia has taken various initiative to increase funding for the healthcare sector to improve the quality of life amongst citizens. However, the continuing complaints regarding patients’ dissatisfaction towards the quality of healthcare services lead to a huge challenge to the service providers. Thus, the main objective of this research is to measure patient satisfaction with healthcare service quality. The selected Malaysian public hospitals were involved in this research. A questionnaire was used as a research instrument distributed to the patient's experienced service delivery at Malaysian public hospitals. The convenience sampling technique was employed to gather the data. Data collected were analyzed using SERVQUAL-gap analysis. The descriptive results revealed that the patients were only moderately satisfied with healthcare service quality rendered byMalaysian public hospitals. Based on the SERVQUAL-gap analysis results, the empathy dimension showed the lowest mean value. This indicates that service quality offered by Malaysian public hospitals still needs improvement in terms of the level of caring and needs as well as individualized attention that the hospital needs to provide to their patients. This research benefits the managerial in the healthcare industry to deliver excellent service experience to the patients by considering the relevant indicators of service evaluation.

scholarly journals The influence of demographic variables on service quality perceptions in three selected service industries

1992 ◽  
Vol 23 (3/4) ◽  
pp. 69-74
Author(s):  
Christo Boshoff ◽  
Deon Nel
Keyword(s):  
Service Quality ◽  
Market Segmentation ◽  
Significant Influence ◽  
Demographic Variables ◽  
Service Industries ◽  
Quality Service ◽  
Level Of Education ◽  
Empirical Results ◽  
Quality Perceptions ◽  
Important Target

Despite reservations about the use of demographic variables for market segmentation purposes it is a method which is widely used. Although this was not a segmentation study as such, the extent to which service quality perceptions are influenced by demographic variables has been investigated. It is believed that if demographic variables are found to influence service quality perceptions, they may serve as important pointers to the marketers of services when considering segmentation strategies. The empirical results revealed that both age (p 0.05) and level of education (p 0.01) exert a significant influence on consumers' perceptions of service quality. Younger consumers and relatively well-qualified consumers rate service quality lower than do older consumers and consumers who are not particularly well qualified academically. Both younger and well qualified consumers could be important target markets to services marketers in delivering quality service.

Service Quality Perceptions of Solely Loyal Customers

2011 ◽  
Vol 53 (6) ◽  
pp. 793-810 ◽  
Author(s):  
Swetlana Bogomolova
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Cross Sectional ◽  
Quality Perceptions ◽  
Multiple Provider ◽  
And Control ◽  
Loyal Customers

Having more solely loyal customers (those who only use one supplier) is an aspiration for most service providers. Yet, it is unclear whether, or in what way, solely loyal customers differ from customers whose loyalty is divided between more than one service provider. One loyalty indicator is a consumer's evaluation of the quality of service they receive. Using seven sets of cross-sectional data, this research reveals that solely loyal customers give, on average, approximately 10% more positive service quality evaluations than customers of the same provider who also use other providers. The implication of this finding for market researchers and practitioners is that service quality scores could be moderated by the distribution of solely loyal and multiple-provider users in a given sample. Therefore, every service quality survey should measure how many providers a customer uses and control for the proportion of solely loyal customers when tracking change using cross-sectional samples.

scholarly journals Effect of Management Commitment to Service Quality on Car-hailing Drivers’ Service Behaviors: The Case of GrabCar in Vietnam

Organizacija ◽  
2021 ◽  
Vol 54 (2) ◽  
pp. 131-146
Author(s):  
Phuong Tran Huy ◽  
Hong Chuong Pham
Keyword(s):  
Service Quality ◽  
Organizational Support ◽  
Service Providers ◽  
Job Involvement ◽  
Sharing Economy ◽  
Service Industries ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Management Commitment ◽  
The Relationship

Abstract Background and Purpose: Management Commitment to Service Quality (MSCQ) has been found to positively predict employee’s service quality and service behaviors in different service industries. In the context of sharing economy, the relationship between company and service providers is different from traditional employment relationship. For car-hailing service, drivers are mainly classified as contractors rather than employees. It is, therefore, necessary to understand whether MSCQ influences drivers’ service quality in a car-hailing context. Design/Methodology/Approach: Data were collected from 214 GrabCar drivers in Vietnam using online and offline survey. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used for data analysis. Results: The findings suggest that three dimensions of MCSQ, namely reward system, technology support and organizational support exert significant direct impact on drivers’ service behaviors. In addition, job involvement plays an intermediary role in the relationship between MCSQ and service behaviors. Conclusion: This study expands previous research on MCSQ to the car-haling service and confirms the role of job involvement as an important mechanism to improve service quality provided by drivers. Due to the characteristics of the company-service providers’ relationship in the sharing economy, the mechanisms through which MCSQ influences providers’ service performance need to be investigated in further details.

An empirical model of home internet services quality in Thailand

2014 ◽  
Vol 26 (2) ◽  
pp. 190-210 ◽  
Author(s):  
Paramaporn Thaichon ◽  
Antonio Lobo ◽  
Ann Mitsis
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Providers ◽  
Service Industries ◽  
Information Support ◽  
Privacy And Security ◽  
Internet Service ◽  
Content Type ◽  
Service Information ◽  
Day To Day Operations

Purpose – This study aims to investigate the antecedents to service quality and their relationship with affective evaluations of customers of internet service providers (ISPs) in Thailand. Design/methodology/approach – In order to achieve the research objectives, a model is proposed. The literature review and formulation of hypotheses related to each construct are then discussed. Findings – The findings reveal that service quality is influenced by network quality, customer service, information support, privacy and security. Service quality in turn also impacts customer loyalty attributes, including satisfaction, value, trust and commitment. Satisfaction is a determinant of customer trust, whereas the direct relationship between value and customer commitment is not supported. Research limitations/implications – The model in this study was tested in the Thai ISP context which may be different in other service industries as well as in other countries. Practical implications – By enhancing service quality, firms can influence customers' satisfaction, value, trust and commitment, which are critical for an ISP's success and long-term sustainability. Originality/value – By applying the findings of this study, ISPs can strategise in making customers more central in their day-to-day operations, which would create competitive advantage for them.

Provider–Recipient Dyadic Interactions: Impact of Service Quality on Customer Behaviours Using a Multi-Modelling Approach

2021 ◽  
pp. 097215092110388
Author(s):  
Shahbaz Sharif ◽  
Rab Nawaz Lodhi ◽  
Wisal Ahmad ◽  
Khurshed Iqbal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Willingness To Pay ◽  
Customer Loyalty ◽  
Service Provider ◽  
Service Providers ◽  
Psychological Needs ◽  
Service Industries ◽  
Repurchase Intention ◽  
Service Oriented

Service-oriented industries now focus on capturing the encounter behaviours of both service providers and service recipients. It depends on the conditions of assessing the psychological needs of both parties in which the service provider provides services to the recipient and the recipient reciprocates service provider, in turn, to their services. Drawing from service encounter needs theory, this research has conducted two studies based on exploring the service provider–recipient dyadic encounter relationships between service quality and customer behaviours. By collecting data from 403 respondents from a broad range of service industries, study 1 found that service quality dimensions—reliability, responsiveness, assurance and empathy—were found to have a significant impact on customer satisfaction, but tangibility did not affect customer satisfaction. Interestingly, customer satisfaction is a psychological indicator of enhancing customer loyalty behaviours ( Zhang & Bloemer, 2008 ). So by surveying 361 respondents from different industries, study 2 was proposed to examine the notion that customer satisfaction mediates the relationship between service quality and customer loyalty behaviours—repurchase intention, word of mouth and willingness to pay more and to extend the literature of loyalty behaviours. Study 2 results show that there are significant mediating relationships between service quality and repurchase intention, words of mouth and willingness to pay more. Moreover, the research provides the guidelines, limitations and future directions.

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