Service quality dimensions of ride-sourcing services in Indian context

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tejas R. Shah
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Reliability And Validity ◽  
Mobile App ◽  
Security And Privacy ◽  
Content Type ◽  
Indian Context ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThis paper aims to identify the dimensions of service quality in the case of ride-sourcing services in Indian context.Design/methodology/approachThe service quality dimensions of ride-sourcing services are identified using an exploratory factor analysis (EFA). Further, the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.FindingsThe service quality dimensions of ride-sourcing services are identified: comfort, internal environment, safety and personnel, mobile convenience and reliability, mobile system efficiency and availability, mobile customer service and billing and mobile security and privacy.Research limitations/implicationsThe various dimensions are identified to measure service quality of ride-sourcing services in India. So, these dimensions can be tested for ride-sourcing services of countries having similar culture as India.Practical implicationsThe proposed dimensions can be used as a diagnostic tool to identify and compare important criteria for service quality of ride-sourcing services.Originality/valueMost relevant studies about dimensions of service quality for ride-sourcing services do not have stable factor structure. The dimensions identified include the traditional taxi service quality and mobile app service quality, which are not covered in current literature.

Innovative m-car rental service quality in India

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tejas R. Shah ◽  
Tejal T. Shah
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Cultural Context ◽  
Reliability And Validity ◽  
Mobile App ◽  
Content Type ◽  
Stable Factor ◽  
Car Rental ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose The purpose of the study is to explore and analyze m-car rental service quality dimensions. Design/methodology/approach Exploratory factor analysis method is applied to explore the m-car rental service quality dimensions. Further, confirmatory factor analysis is done to prove the reliability and validity of the factors using AMOS 22.0. Findings The results reveal the m-car rental service quality dimensions: ambient quality, technical quality, comfort, safety and employee service, mobile convenience, mobile responsiveness, mobile efficiency and reliability and mobile safety and billing. Research limitations/implications The explored dimensions of car rental services are in Indian environment. So, these dimensions can be further validated in other similar cultural context. Practical implications The proposed measurements can also be applied to measure and compare the service quality performance of car rental firms. Originality/value Current literature does not confirm the stable factor structure of m-car rental service quality. This study confirms the reliable and valid dimensions of care rental service through mobile app.

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

2015 ◽  
Vol 32 (5) ◽  
pp. 486-502 ◽  
Author(s):  
Faizan Ali ◽  
Bidit Lal Dey ◽  
Raffaele Filieri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Convenience Sample ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
International Airlines

Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach – A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings – The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications – This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications – The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value – This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

The Impact of Technology based Self Service Banking Service Quality on Customer Loyalty

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
Impact Of Technology ◽  
The Impact

The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalization is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focused upon for increasing customer loyalty.

Service quality and customer’s satisfaction in Tanzania’s Islamic banks

2018 ◽  
Vol 9 (4) ◽  
pp. 884-900 ◽  
Author(s):  
Fauz Moh’d Khamis ◽  
Rosemaliza AbRashid
Keyword(s):  
Service Quality ◽  
Descriptive Analysis ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Muslim Communities

Purpose This study aims to examine the relationship between service quality and customers’ satisfaction, and the effect of service quality on customers’ satisfaction in Tanzanian Islamic banking. Design/methodology/approach This study applied six service quality dimensions of CARTER model, i.e. compliance, assurance, reliability, tangible, empathy and responsiveness, to measure Tanzania Islamic banks’ service quality. The questionnaire was also used to measure the level of customers’ satisfaction to the Islamic banking services provided. A total of 384 questionnaires were randomly distributed to the customers of People’s Bank of Zanzibar Islamic banking division, whereby 255 questionnaires were returned and used for analysis. By using SPSS version 19, descriptive analysis, correlation analysis and regression analysis have been used to meet the research objectives. Findings The study findings indicate that customers are satisfied with the Islamic banking services provided by Tanzania banks. However, it has been found that customers are attracted by compliance, tangibility and reliability of the banks. The findings further indicate a significant relationship between service quality and customers’ satisfaction. Indeed, empathy, compliance and reliability were found to be the only significant predictors of customers’ satisfaction. Research limitations/implications Further researches should be considered to involve more banks to generalize the findings. Again, the study has focused on the influence of service quality on customer satisfaction; however, there may be other issues that have direct or indirect influence on customers’ satisfaction on Tanzania Islamic banking. It is, therefore, suggested that future researchers may broaden their scope and conduct research in these areas. Practical implications The findings of the study suggest that there is large number of Muslim and non-Muslims communities who are interested in Islamic modes of finance and banking. Banks have potential to increase customers’ base by improving the quality of their services. Essentially, banks must focus on complying with Islamic principles, improving reliability and empathy, as they statistically influence customers’ satisfaction. Social implications The study creates awareness about the nature of the quality of services provided by Islamic banks in Tanzania. Hence, the study may influence more customers to join Islamic banks for better services. Originality/value This study is important for Tanzania Islamic banks considering that the country has a large number of Muslim communities and non-Muslims who are interested in Islamic modes of finance and banking. While most of the other studies on customers’ preferences in Tanzania are based on conventional banking services, this study focuses on Islamic modes of finance and banking.

Comparative analysis of service quality of Big Bazaar and Spencer's: a fuzzy approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hanumantha Rao Sama ◽  
Sanjay Gupta ◽  
Manoj Mathew ◽  
Swati Gupta
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Andhra Pradesh ◽  
Fuzzy Approach ◽  
Validity Of Results ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Additional Value

PurposeThe main objective of this study is to compare the service quality of two retail chains of hypermarkets, namely, Big Bazaar and Spencer's, using the trapezoidal fuzzy approach.Design/methodology/approachCustomers from Big Bazaar and Spencer's of Andhra Pradesh, India, have been surveyed through a well-designed questionnaire. The study attempts to compare the service quality of two major retail giants (Spencer's and Big Bazaar) in Andhra Pradesh by using the trapezoidal fuzzy approach to prioritize the attributes of service quality of retail outlets.FindingsThe result of the study indicates that the expectations of Big Bazar customers are higher as compared to Spencer's. Further, the study reveals – that Spencer's need to improve in the dimension of tangibility while Big Bazar needs to focus more on responsiveness.Research limitations/implicationsAs the data taken for the study are primary in nature, chances of bias may arise on the part of respondents, which may affect the validity of results. Further, the study is confined to two retail stores in Andhra Pradesh, India only, which may not reflect the broader picture.Practical implicationsRetailers may provide more importance to two major service quality dimensions, i.e. tangibility and responsiveness while preparing for their service and marketing strategies.Originality/valueAs the study relates to the comparative analysis of service quality of Big Bazar and Spencer's, the findings will be of additional value to these specific retailers. Therefore, it is expected that this study will fill the gap in the literature by prioritizing the expectations and perceptions of customers of Big Bazar and Spencer's.

Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA

2016 ◽  
Vol 33 (2) ◽  
pp. 160-177 ◽  
Author(s):  
Reza Dabestani ◽  
Arash Shahin ◽  
Mohammad Saljoughian ◽  
Hadi Shirouyehzad
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Data Envelopment ◽  
Content Type ◽  
High Expectations ◽  
Significant Difference ◽  
Low Expectations ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose – The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA). Design/methodology/approach – Customers of three four-star hotels located in Isfahan have been asked to report on their expectation of service prior to receiving it as well as their perception of the service after receiving it. Afterwards, DEA has been used to assign the customers into two groups of fastidious (with relatively high expectations but low perceptions) and ordinary (with relatively low expectations but high perceptions). Next, IPA has been exploited for prioritizing SQDs in each group. Eventually, the prioritized SQDs in each group have been compared and insightful information has been extracted for further research and practical purposes. Findings – Findings imply that despite occasional similarities, there is a significant difference in the way the two groups value SQDs. Also, the segmented groups have different priorities of SQDs. Research limitations/implications – Findings revealed that in order to decrease the ambiguity of customer voice in prioritizing SQDs, it might be helpful to first segregate the participants based on their attitudes towards the quality of service to have a more congruent sample and then, to analyze the data. Practical implications – In this study, a smarter approach for prioritizing SQDs based on the data of two major groups of customers has been proposed, which can help hoteliers in devoting their resources more efficiently. Originality/value – The combination of DEA and IPA in homogenizing the sample and prioritizing SQDs for each homogenized group within the sample seems relatively novel.

Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

2020 ◽  
Vol 14 (2) ◽  
pp. 225-237
Author(s):  
Lamya Lari ◽  
Fauzia Jabeen ◽  
Shilpa Iyanna
Keyword(s):  
Service Quality ◽  
Cultural Context ◽  
Theme Park ◽  
Theme Parks ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Park Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context. Design/methodology/approach An extensive literature review was conducted to identify service quality dimensions in theme parks in an Islamic cultural context, and a survey tool was used to explore visitors’ opinions of the most important dimensions and sub-dimensions. An analytic hierarchy process was used to prioritise the main criteria and sub-criteria of dimensions of theme park service quality in the United Arab Emirates (UAE). The study identified four main criteria and 24 sub-criteria of service quality for the theme park industry from an Islamic perspective. Findings Consumables quality and physical environment quality were the top priorities under the main criteria. Availability of halal food was the most important sub-criteria of service quality in theme parks in the UAE, followed by price of food and beverages and staff attitude and behaviour in equal second place, and then quality of food and beverages and quality of facilities, again with equal scores. Research limitations/implications The study focused on tourists visiting an emerging country, and the results therefore cannot be generalised to other cultural contexts. This study has developed a comprehensive model of theme park service quality using a hierarchical method. This included both general and Islamic service quality dimensions. This study, therefore, contributes to the “Islamic tourism” literature by identifying the importance of Islamic attributes in evaluating service quality of theme parks in Islamic countries. Practical implications The outcome of the study will provide local and international theme parks with explicit ideas about the service quality dimensions that are important in an Islamic cultural context. This will help them to prioritise the critical service quality dimensions, and eventually contribute to the successful management of theme parks. Originality/value This study offers new insights into the dimensions of service quality of theme parks in an Islamic cultural context.

Interrelations of service quality and service loyalty dimensions in medical tourism

2015 ◽  
Vol 22 (1) ◽  
pp. 18-55 ◽  
Author(s):  
Bikash Ranjan Debata ◽  
Bhaswati Patnaik ◽  
Siba Sankar Mahapatra ◽  
Kumar Sree
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Equation Modeling ◽  
Content Type ◽  
Tourism Sector ◽  
Service Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Tourism Service

Purpose – The purpose of this paper is to identify the dimensions of service quality as well as of service loyalty in the context of medical tourism. It seeks to demonstrate the conceptualization of medical tourism service loyalty (MTSL) construct. This research also attempts to examine the effect of service quality dimensions on service loyalty dimensions of medical tourism. Design/methodology/approach – The dimensions of service quality as well as of service loyalty are identified using an exploratory factor analysis. Next, the reliability and validity of the quality factors and loyalty factors are established through confirmatory factor analysis using AMOS 18.0 version. The related hypotheses are tested using structural equation modeling (SEM). Findings – The paper identifies eight-factor construct for medical tourism service quality and three-factor construct for MTSL. It is found that the treatment satisfaction dimension of service quality has positive and significant impact on MTSL. It is also observed that, overall, medical tourism service quality has positive impact on MTSL. Practical implications – These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to medical tourism. Examining the service quality dimensions’ impact on customer loyalty for medical tourism sector can offer the industry valuable insights regarding which aspects of the service to focus on in order to improve medical tourist’s satisfaction and loyalty toward the firms. Originality/value – This paper introduces the concept of service quality and service loyalty in medical tourism sector. In conceptualizing MTSL, the authors propose an integration of behavioral measures, attitudinal measures and cognitive measures. The interrelationship between the service quality construct and medical loyalty construct was established using SEM. This is useful for the healthcare manager to measure the medical tourist’s perceptions of service quality on these dimensions as related to medical tourism performance.

scholarly journals Quality assessment of city bus service based on subjective and objective service quality dimensions

2019 ◽  
Vol 26 (2) ◽  
pp. 567-589 ◽  
Author(s):  
Saikat Deb ◽  
Mokaddes Ali Ahmed
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Content Type ◽  
Socioeconomic Characteristics ◽  
City Bus ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Bus Service ◽  
The City

PurposeThe purpose of this paper is to estimate and compare the service quality of the city bus service measured by two different approaches which are subjective service quality dimensions and objective service quality dimensions.Design/methodology/approachThe objective service quality dimensions have been estimated based on the benchmarking technique provided by the Ministry of Urban Development, India. For the analysis of subjective service quality dimensions, a questionnaire survey has been conducted to measure the users’ satisfaction and dissatisfaction about the service. The questionnaire consists of users’ socioeconomic characteristics and 23 questions related to city bus service quality dimensions. Questionnaire data have been analyzed by factor analysis, regression analysis and path analysis to find out the indicators representing subjective service quality dimensions. Finally, the overall service quality of the bus service has been determined based on both the measures.FindingsThe study indicates that the overall service quality of the bus service is different for subjective and objective analyses. While the objective measures show that the service quality is very good, the subjective measures indicate that the service is not doing well.Research limitations/implicationsThe analysis of the subjective dimensions is complicated. Analysis of the subjective dimensions needed more expertise and resources than the objective analysis.Originality/valueIn this study, the estimated service quality of the bus service is more reliable than the other methods as it comprises of both operators’ perspective and passengers’ expectations from the service.

A quality function deployment strategy for improving mobile-government service quality in the Gulf cooperation council countries

2018 ◽  
Vol 25 (8) ◽  
pp. 3276-3295 ◽  
Author(s):  
Meiaad Rashid Alsaadi ◽  
Syed Zamberi Ahmad ◽  
Matloub Hussain
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Gulf Cooperation Council ◽  
Quality Factors ◽  
Government Service ◽  
Content Type ◽  
Government Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThe purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from a customer perspective in the GCC.Design/methodology/approachA quantitative approach was used in this case study of m-government services in the GCC. Data were collected using focus groups and questionnaires for three similar m-government applications (one from the United Arab Emirates, one from the Saudi Arabia and one from Oman). The house of quality tool, including technical benchmarking, was applied as part of the quality function deployment (QFD) approach to identify customer requirements, translate them to technical requirements and develop a strategic plan for improving the quality of m-government services.FindingsThe results revealed that “real time” had the highest priority for deployment, while “tangible service,” contrary to expectations, had the lowest priority for deployment.Research limitations/implicationsStudy findings are limited to the m-government services delivered to citizens. There is scope for further study into m-government services delivered both to businesses and other governments.Practical implicationsThe findings imply that the m-government decision makers must involve citizens in all service-development processes to ensure that service delivery meets citizens’ expectations.Originality/valueMost previous studies regarding m-government service-quality dimensions have used information system service-quality dimensions. This study is one of the pioneering studies to have successfully derived m-government service-quality factors using the QFD matrix.

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