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.

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.

M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ruoqing Zhang ◽  
Minjoon Jun ◽  
Sergio Palacios
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

PurposeThe present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.Design/methodology/approachThe research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.FindingsWe identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.Practical implicationsMobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.Originality/valuePrior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

Medical Tourism Service Quality

2015 ◽  
pp. 149-180
Author(s):  
Bikash Ranjan Debata ◽  
S. S. Mahapatra ◽  
Bhaswati Patnaik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Validity And Reliability ◽  
Tourism Sector ◽  
Confirmatory Factor ◽  
The World ◽  
Information And Communication ◽  
National Boundaries ◽  
Tourism Service

Medical tourism, a growing phenomenon in the world today, possesses a worthwhile potential for the economic development of any country. Globalization, development of information and communication technology (ICT) and adherence to the international quality standards potentially result in a significant increase in the movement of patients and healthcare professionals across national boundaries. The demand for medical tourism in India is experiencing a tremendous growth. However, the Indian medical tourism sector faces various challenges. Since India attempts to position itself as one of the preferred global medical tourism hub, a thorough understanding of means to attract, satisfy and retain medical tourists is extremely important. Five hundred and thirty four (534) useful responses in two different phases is collected and tested to examine the validity and reliability of the scale to ensure a quantitative and statistically proven identification of the responses. The exploratory factor analysis (EFA) is used to identify the underlying dimensions of medical tourism service quality for medical tourism in India. Next, confirmatory factor analysis (CFA) was used to confirm the factor structure of the constructs and validate EFA results.

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

2018 ◽  
Vol 36 (1) ◽  
pp. 68-88 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Survey Methodology ◽  
Equation Modeling ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

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.

Medical Tourism Service Quality

2016 ◽  
pp. 1433-1464
Author(s):  
Bikash Ranjan Debata ◽  
S. S. Mahapatra ◽  
Bhaswati Patnaik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Validity And Reliability ◽  
Tourism Sector ◽  
Confirmatory Factor ◽  
The World ◽  
Information And Communication ◽  
National Boundaries ◽  
Tourism Service

Medical tourism, a growing phenomenon in the world today, possesses a worthwhile potential for the economic development of any country. Globalization, development of information and communication technology (ICT) and adherence to the international quality standards potentially result in a significant increase in the movement of patients and healthcare professionals across national boundaries. The demand for medical tourism in India is experiencing a tremendous growth. However, the Indian medical tourism sector faces various challenges. Since India attempts to position itself as one of the preferred global medical tourism hub, a thorough understanding of means to attract, satisfy and retain medical tourists is extremely important. Five hundred and thirty four (534) useful responses in two different phases is collected and tested to examine the validity and reliability of the scale to ensure a quantitative and statistically proven identification of the responses. The exploratory factor analysis (EFA) is used to identify the underlying dimensions of medical tourism service quality for medical tourism in India. Next, confirmatory factor analysis (CFA) was used to confirm the factor structure of the constructs and validate EFA results.

Service quality and customer satisfaction in thermal tourism

2017 ◽  
Vol 29 (1) ◽  
pp. 55-81 ◽  
Author(s):  
Cecilia Silvestri ◽  
Barbara Aquilani ◽  
Alessandro Ruggieri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Content Type ◽  
Relational Quality ◽  
Empirical Survey ◽  
Tourism Sector ◽  
Highly Sensitive ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Employee Characteristics

Purpose Satisfaction in the tourism sector is a highly sensitive subject, and customer satisfaction (CS) has a significant impact on the choice of destinations made by tourists and on the decision to recommend them to friends or acquaintances. The purpose of this paper is to give empirical evidence of the dimensions of service quality (technical, functional and company image (CI)) and their connections in the sector of thermal tourism. It also aims at investigating the CI, seeking to understand whether some of the technical and functional service quality variables play a role in determining it. Design/methodology/approach An empirical survey was conducted by administering a structured research questionnaire in order to collect all necessary data, which was then elaborated to test the hypotheses using factor and multiple regression analyses. Findings The results of the survey confirm the direct impact of service quality dimensions (technical, functional and CI) on CS also in the thermal sector when considered individually. Moreover, when the CI was analyzed further, relational quality was found to be dependent on thermal employees’ capabilities, abilities, trustworthiness, availability, etc. Finally, when considered together, functional service quality and CI have a stronger effect on CS than technical service quality. Originality/value The originality of the present research relies on the following: a further contribution to the so-called “European perspective” of service quality; the study of service quality dimensions (technical, functional and CI) in the thermal sector; and evidencing the link between thermal employee characteristics and the relational quality factor of the CI, demonstrating that many aspects of this construct need further empirical investigation, in the wellness sector.

Quality and image of banking services: a comparative study of conventional and Islamic banks

2017 ◽  
Vol 35 (6) ◽  
pp. 878-902 ◽  
Author(s):  
Md Abu Saleh ◽  
Ali Quazi ◽  
Byron Keating ◽  
Sanjaya S. Gaur
Keyword(s):  
Service Quality ◽  
Emerging Market ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Conventional Banks

Purpose Bank customers’ perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely been addressed and adds to the body of knowledge on this topic. This study also re-examines the SERVQUAL model of customer banking services to measure their impact on customer satisfaction and loyalty. Design/methodology/approach The study uses responses from a randomly drawn sample of 229 customers from conventional banks and 225 customers from Islamic banks operating in Bangladesh using a structured questionnaire. SPSS and structural equation modeling techniques were employed as statistical tools for data analysis. Findings Overall, the examined service quality dimensions wield varying effects on client satisfaction mediated through the perceived image of banking services. Islamic bank customers’ perceptions of the level of reliability, responsiveness, security and reputation were significantly higher than those of conventional banks. Research limitations/implications This study enhances our understanding of how Islamic banking practices differ from those of conventional banking in terms of service quality and image-related factors. More specifically, the findings of this research explain consumers’ perceived assessment of satisfaction and loyalty in a comparative research setting. Originality/value No prior studies have addressed the impact of the individual service quality dimensions on image factors in the context of conventional and Islamic banking in an emerging market, Bangladesh.

Customer participation in online co-creation experience: the role of e-service quality

2015 ◽  
Vol 9 (4) ◽  
pp. 313-336 ◽  
Author(s):  
Tamer H. Elsharnouby ◽  
Abeer A. Mahrous
Keyword(s):  
Service Quality ◽  
Web Site ◽  
Emerging Market ◽  
Customer Participation ◽  
Equation Modeling ◽  
Willingness To Participate ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Web

Purpose – This exploratory paper aims to extend the research on customer co-creation behavior into an emerging market. To this end, it empirically examines the influence of e-service quality dimensions on customers’ willingness to participate in online co-creation experience, in conjunction with customer attitude and intention. Design/methodology/approach – Data from a sample of 215 customers from the Egyptian telecommunication sector were collected and analyzed using structural equation modeling technique. Findings – The findings suggest that, although five e-service quality dimensions (efficiency, system availability, privacy, responsiveness and compensation) affect the attitude toward the Web site, another set of the dimensions (efficiency, fulfillment, compensation and contact) affects customers’ willingness to participate in the co-creation experience. The findings also support that customers’ attitudes toward the Web site affect the intention to use the Web site, which, in turn, affects customers’ willingness to participate in the online co-creation experience. Practical implications – In their move toward mass customization, companies face the challenge of engaging a huge number of users. Deep and engaging interactions with customers could be one of the differentiators a company might cultivate to serve the market better. Thus, online co-creation activities might broaden the horizon for a cost-effective approach striving for close ties and a high level of customer engagement. Originality/value – Despite the intensive use of the Internet in distributing e-services, little attention has been paid thus far to extend e-service quality models to incorporate customer participation in the online co-creation experience. In particular, this exploratory study identifies the important dimensions of e-service quality that influences customers’ willingness to participate in the online co-creation experience.

scholarly journals A Look at Collaborative Service Provision: Case for Cosmetic Surgery Medical Tourism at Korea for Chinese Patients

2021 ◽  
Vol 18 (24) ◽  
pp. 13329
Author(s):  
Jungkun Park ◽  
Hoang Tran Phuoc Mai Le ◽  
Eklou R. Amendah ◽  
Dongyoup Kim
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Service Provision ◽  
Cosmetic Surgery ◽  
Structural Equation ◽  
Medical Tourism ◽  
Chinese Patients ◽  
Equation Modeling ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Consumers admiring the beauty standards of other countries are approaching cosmetic surgery medical tourism. This study examines the roles of hospitals and facilitating agents as the main entities of cosmetic surgery medical tourism. 334 Chinese patients who underwent cosmetic surgery in Korea were collected and structural equation modeling is used to analyze the data. The results show that a hospital’s service quality in terms of tangibles, assurance, and empathy affect customers’ attitudes toward medical tourism for cosmetic surgery, which in turn, influences satisfaction with medical tourism. More importantly, facilitating agents’ service quality moderates the effects of hospitals’ service quality dimensions on service satisfaction. Findings extend the existing literature on medical tourism by identifying the roles of hospitals and facilitating agents to enhance customers’ attitudes and satisfaction with respect to collaborative service provision. Moreover, this research provides the first empirical evidence for the facilitating agents’ role in determining satisfaction with medical tourism.

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