Identification and quantification of influent factors in perceived quality of the e-service provided by a university

2016 ◽  
Vol 22 (3) ◽  
pp. 438-457 ◽  
Author(s):  
Liziane Silva Menezes ◽  
Miguel Afonso Sellitto ◽  
Tatiane Pereira Librelato ◽  
Miriam Borchardt ◽  
Giancarlo Medeiros Pereira
Keyword(s):  
Service Providers ◽  
Perceived Quality ◽  
Content Type ◽  
Five Dimensions ◽  
Multiple Item ◽  
Degree Of Satisfaction ◽  
Confirmatory Analysis ◽  
Influent Factors ◽  
Qualitative Part

Purpose – The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university. Design/methodology/approach – The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service and a numerical survey to assess preferences and evaluations of 252 users, regarding indicators of e-service quality, as well as a global degree of satisfaction with the overall e-service. Multivariate and structural techniques helped extracting guidelines for improving perceived quality. Findings – The authors refined a scale by factor analysis, remaining five dimensions and 15 items. The five dimensions are: trust, convenience, responsivity, empathy and personalization. The authors found out that trust, responsivity and empathy, at a 0.01 level, are directly related with the overall satisfaction with e-service. Research limitations/implications – Specific results are not generalizable to others universities, but the method can be replicated in others e-service providers. For continuity, the authors recommend multicriterial methods for prioritizing indicators. For confirmatory analysis, the authors suggest a new survey with a larger sample, aggregating new indicators by more qualitative research. Practical implications – The method can help universities to evaluate and eventually reformulate their strategies in dealing with e-services users. Originality/value – The paper helps clarify how to structure and organize indicators related to e-service perceived quality and how to identify those activities that can help managers to improve it.

Quality, satisfaction and loyalty indices

2018 ◽  
Vol 11 (4) ◽  
pp. 428-446 ◽  
Author(s):  
Ana Ma Castillo Canalejo ◽  
Juan Antonio Jimber del Río
Keyword(s):  
Structural Equation ◽  
Quality Index ◽  
Service Providers ◽  
Perceived Value ◽  
Perceived Quality ◽  
Large Set ◽  
Unique Contribution ◽  
Content Type ◽  
Tourism Services

Purpose The main purpose of this research was to develop a universal model to evaluate the perceived value of tourism services and satisfaction with, and loyalty to, destinations from the consumers’ perspective and demonstrated the model’s applicability in this context. Design/methodology/approach Using the structural equation model, cause and effect relationships were identified between the proposed model’s constructs, and indices of quality, satisfaction and loyalty among tourists were estimated. This system was applied to a large set of data collected with a structured questionnaire distributed to tourists visiting the city of Seville through a non-probabilistic sampling by intentional quotas method. In total, 922 valid surveys were obtained. Findings The indices show that tourists who visit Seville report a high level of loyalty to, and satisfaction with, this place because of the perceived quality of a variety of services. It is observed that the perceived quality index is much higher (17.95 per cent) than the expected quality index, so the quality of the service received by the tourist during his/her visit to Seville is described as excellent. Research limitations/implications Regarding this study’s limitations, other variables could have been included that influence tourist satisfaction, such as the climate, the effect of advertising medium, the prices and the emotional components. In addition, surveying tourists’ expectations before their visit is virtually impossible, as is surveying the same tourists again about their perceived value and satisfaction after their visit. Future lines of research could focus on the intersection of information between tourism offer and demand, providing information about an appropriate balance in specific markets. The proposed model can also be applied to other tourism places that are similar to Seville’s tourism offer, allowing useful comparisons and identification of critical points and ways to improve customer satisfaction continuously. Practical implications By establishing indices of expected and perceived quality and satisfaction and loyalty among tourists, tourism authorities and different economic agents involved in this sector can receive objective information about the results and quality of tourism services. Tourism managers, thus, can set objectives for improvements and competitiveness, as well as building and maintaining customer loyalty. At the same time, these indices allow comparisons with other organisations and places. By facilitating greater transparency in the measurement of quality and satisfaction, service providers connected to tourism can create a platform on which to articulate clearly their contributions to interested parties and local communities. Social implications These results constitute strategies and findings that any tourism place has to consider in the planning and development of its products. Therefore the model can help to encourage a long-term market perspective among tourism sector regulators, investors and agencies. With the information obtained with this model, areas needing improvement can be identified and the appropriate procedures can be put into practice to improve the tourism offer, adjusting it to meet travellers’ needs according to their motivations to travel to the destination. Residents also can benefit from these measures, as their quality of life will improve through upgrades of the city’s tourism facilities. Originality/value The unique contribution of the present study lies in how the indices or indicators of quality of, satisfaction with and loyalty to destinations among tourists are easily measured by applying structural equation modelling. A new approach to measure satisfaction, loyalty and quality is used based on a scale from 0 to 100, and the index results are very useful for comparing different tourist places.

Perceived quality of administrative services and its consequences on students’ behavioral intentions

2017 ◽  
Vol 9 (1) ◽  
pp. 103-119 ◽  
Author(s):  
Mohammad Hani Al-Kilani ◽  
Naseem Twaissi
Keyword(s):  
Behavioral Intentions ◽  
Intention To Leave ◽  
Perceived Quality ◽  
Public University ◽  
Test Analysis ◽  
Content Type ◽  
Five Dimensions ◽  
Administrative Services ◽  
Behavior Intentions

Purpose This study aims to assess students’ perceived quality of university administrative services, and reconnoiter the disparities in their perceptions according to their gender and college. This study also scrutinizes the influences of students’ perceived quality of university administrative services on their behavioral intentions, and examines the moderating effects of students’ gender on these influences. Design/methodology/approach Achieving a reply rate of 68 per cent, this study was carried out in a public university in Jordan by using a stratified systematic random sample consisting of 10 per cent of the population, where 572 usable questionnaires were returned. Reliabilities of scales were assessed via Cronbach’s alpha, and hypotheses were tested via t-test, analysis of variance and hierarchical regressions. Findings The results showed that after controlling for other studied variables, students’ perceived quality of university administrative services explains 5.6 and 4.1 per cent of their behavioral intentions to transfer to a different university and to recommend their university, respectively. Further, when considering individually the five dimensions of students’ perceived quality of university administrative services, they explain 7.1 and 16.4 per cent of students’ behavioral intentions to transfer to a different university and to recommend their university, respectively. Furthermore, students’ gender moderates the influence of assurance on students’ intentions to recommend, as this moderating effect explains 2.7 per cent of students’ intentions to recommend. Originality/value This study addresses for the first time the influences for the perceived quality of the administrative services provided by a Jordanian public university on the behavior intentions after controlling for several variables including intention to leave university study and finding a moderating role for students’ gender.

Assessment of the quality of the service perceived in specific contexts of management of a family business

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carla Martins Igreja ◽  
Bruno Barbosa Sousa ◽  
Tiago Silva ◽  
Cláudia Miranda Veloso
Keyword(s):  
Problem Solving ◽  
Service Delivery ◽  
Interpersonal Relationships ◽  
Family Business ◽  
Service Providers ◽  
Perceived Quality ◽  
Hotel Management ◽  
Content Type ◽  
Wine Tourism

PurposeThe aim of this paper is to apply the SERVQUAL model to evaluate the quality perceived by customers in the context of family hotel management in Portugal. More specifically, to assess the influence of interpersonal relationships (service providers and customers) in family business services in the wine tourism segment (i.e. wine hotel and spa). In this way, it aims to provide data that can support this family hotel to reinforce the quality of the services provided to guests and therefore their satisfaction and loyalty.Design/methodology/approachThe statistical techniques, using Microsoft Excel 2016® and SPSS Statistics 25.0®, were multivariate for the analysis and validation of the results. In this analysis it can be seen that except the empathy dimension, in which the evaluation of perceived quality is positive, i.e. customer perceptions were higher than expectations, the remaining dimensions of the SERVQUAL model were negative. The safety dimension ranked second, followed by service delivery dimensions, problem solving and tangibility.FindingsThe results show that the empathy dimension positively influences the evaluation of the perceived quality and thus also the satisfaction and loyalty of guests to the family hotel in the wine tourism segment. So, it is recommended that the hotel management of this family hotel reinforces service quality by investing in the improvement of physical facilities, problem-solving capacity, and service delivery, to obtain higher levels of perceived quality service and hence customer satisfaction and loyalty and, simultaneously, increase its performance and organizational sustainability.Research limitations/implicationsIn addition to the direct contributions to the hotel management of this family business hotel, this study contributes to the development of the marketing scientific area, tourism and hospitality industry.Practical implicationsSeveral studies argue that the competitive advantage of the hotel business is based on the creation of value and of experiences for the customer, but in the context of family hotels, the creation of value for the customer is even more relevant, given the characteristics of this type of business, such as its small size and the reduced number of employees. Family hotels should invest in tools and techniques that allow them to create value for the customer through the quality of service offered to their guests.Originality/valueThis paper aimed to evaluate perceived quality in the context of family hotel management in Portugal. In particular, the contribution of interpersonal relationships (between service providers and guests), in hotel services in the wine tourism segment in Portugal. According to the analysis of the results of the exploratory study to Hotel context, it was concluded that there are differences between the perceptions and expectations of hotel guests.

scholarly journals Estimating PQoS of Video Streaming on Wi-Fi Networks Using Machine Learning

Sensors ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 621
Author(s):  
Maghsoud Morshedi ◽  
Josef Noll
Keyword(s):  
Machine Learning ◽  
Video Streaming ◽  
Network Performance ◽  
Service Providers ◽  
Perceived Quality ◽  
Internet Service Providers ◽  
Performance Parameters ◽  
Internet Service ◽  
Access Points

Video on demand (VoD) services such as YouTube have generated considerable volumes of Internet traffic in homes and buildings in recent years. While Internet service providers deploy fiber and recent wireless technologies such as 802.11ax to support high bandwidth requirement, the best-effort nature of 802.11 networks and variable wireless medium conditions hinder users from experiencing maximum quality during video streaming. Hence, Internet service providers (ISPs) have an interest in monitoring the perceived quality of service (PQoS) in customer premises in order to avoid customer dissatisfaction and churn. Since existing approaches for estimating PQoS or quality of experience (QoE) requires external measurement of generic network performance parameters, this paper presents a novel approach to estimate the PQoS of video streaming using only 802.11 specific network performance parameters collected from wireless access points. This study produced datasets comprising 802.11n/ac/ax specific network performance parameters labelled with PQoS in the form of mean opinion scores (MOS) to train machine learning algorithms. As a result, we achieved as many as 93–99% classification accuracy in estimating PQoS by monitoring only 802.11 parameters on off-the-shelf Wi-Fi access points. Furthermore, the 802.11 parameters used in the machine learning model were analyzed to identify the cause of quality degradation detected on the Wi-Fi networks. Finally, ISPs can utilize the results of this study to provide predictable and measurable wireless quality by implementing non-intrusive monitoring of customers’ perceived quality. In addition, this approach reduces customers’ privacy concerns while reducing the operational cost of analytics for ISPs.

A comparison between economic and organic store brands

2017 ◽  
Vol 45 (12) ◽  
pp. 1298-1316 ◽  
Author(s):  
Magali Jara ◽  
Gérard Cliquet ◽  
Isabelle Robert
Keyword(s):  
Brand Equity ◽  
Perceived Quality ◽  
Purchase Intentions ◽  
Path Model ◽  
Added Value ◽  
Store Brand ◽  
Store Brands ◽  
Content Type ◽  
Further Development

Purpose The purpose of this paper is to tackle the issue of store brand equity by considering two store brand’s positioning strategies: those with high perceived added value (the organic store brands), as opposed to economic brands. It takes place in the current environmental considerations showing the important role played by the packaging in determining the store brand equity. Design/methodology/approach A PLS Path model divided into four sub-models enables the authors to make specific predictions about customers’ purchase intentions. It also provides a concise operational calculation of the brand equity of each studied store brand. Findings Results show that economic brands build their equity with reinforced packaging, and organic brands maximise their brand equity by using simple packaging. In general, reinforced packaging improves the perceived quality of economic store brands but destroys that of organic brands. The calculations of overall equity scores for each studied store brand reveal that economic brands could benefit from further development whilst organic brands already maximise their equity. Practical implications Results will enable large retailers to develop effective campaigns focussing on perceived quality and more specifically by designing packaging that are suitable for the positioning of their brands – a simple packaging for organic brands and a reinforced packaging for economic brands to maximise customers’ value. Originality/value This is one of the first studies to deepen the store brand equity, comparing two contrasting types of brands, by studying specifically variations of the levels of customers’ perceived quality depending of two types of packaging.

Factors affecting the development of e-government using a citizen-centric approach

2015 ◽  
Vol 6 (3) ◽  
pp. 206-222 ◽  
Author(s):  
Kanda Sorn-in ◽  
Kulthida Tuamsuk ◽  
Wasu Chaopanon
Keyword(s):  
Quantitative Research ◽  
Service Providers ◽  
Structured Interview ◽  
Government Agencies ◽  
Content Type ◽  
Factors Affecting ◽  
Government Services ◽  
Government Sector ◽  
The Government

Purpose – The purpose of this paper is to study the factors affecting the development of e-government by using a citizen-centric approach. Design/methodology/approach – This paper is a mixed-methods study consisting of qualitative and quantitative research. Data were collected from government agencies using a structured interview and questionnaire about e-government services. The research was collected from the people responsible for the management of an e-government project in 75 government agencies. In addition, the researcher collected data from 1,400 citizens by using an e-Survey questionnaire that grouped participants by age. Findings – By using a citizen-centric approach, the paper identified the factors affecting the development of e-government. There were five factors from the viewpoint of government agencies and citizen groups: quality of e-government services, policy and governance, information technology infrastructure, organization and economy and society. Research limitations/implications – The research covered the development patterns of e-government for services from government to citizens only. Practical implications – Seeing the importance of environmental factors for both service providers and service users would facilitate continuous improvement of e-government service provision by government agencies. Social implications – The results reflect citizens’ need for e-government services; quality is their priority. Hence, government agencies must consider the quality of the delivery of information and e-government services as they relate to the lifestyles and needs of citizens. Originality/value – The creation of knowledge from merging e-government concepts with citizen-centric principles is a modern government sector management theory. This research stresses the need for the government sector to see the need for e-government and to recognize the factors for its successful development. This means the design and development of e-government services should respond to the increasing needs of the citizens.

Influence of the perceived benefit of a social network-based sales promotion on the perceived quality of a heritage complex

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Esmeralda Crespo-Almendros ◽  
M. Belén Prados-Peña ◽  
Lucia Porcu ◽  
Juan Miguel Alcántara-Pilar
Keyword(s):  
Social Network ◽  
Perceived Quality ◽  
Sales Promotion ◽  
Sales Promotions ◽  
Content Type ◽  
Heritage Sites ◽  
Negative Effect ◽  
Quasi Experimental ◽  
The Impact

Purpose This study seeks to analyze the influence of the consumer's perceived benefits deriving from two different promotional incentives offered via social media on the perceived quality of the heritage complex.Design/methodology/approach A quasi-experimental study was carried out among online users, implementing two different promotional stimuli. Facebook was selected as the social network through which the promotional incentives were offered in the experiment. The sample was obtained via a panel of Internet users provided by Sondea Internet SL.Findings The results showed that the benefits perceived by the tourists will depend on the sales promotion type offered. On the one hand, free VIP pass was found to be mostly related to hedonic benefits that positively affect perceived quality. On the other hand, 2 × 1 offer would be perceived as a utilitarian benefit and is likely to exert a fairly negative effect on perceived quality.Practical implications Tourism managers and practitioners are encouraged to analyze the characteristics of certain types of sales promotions, as each promotional incentive bears different values and associated benefits. The findings of this study suggest managers and practitioners to implement non-monetary promotions to enhance brand equity and perceived quality. Thus, it is paramount for the managers of cultural institutions and heritage sites to trust in sales promotions which can be very helpful if they are designed carefully.Originality/value This study pioneers the analysis of the impact of the benefits associated with different typologies of sales promotions on social networks on the perceived quality of a heritage site.

Does incivility impact the quality of work-life and ethical climate of nurses?

2020 ◽  
Vol 13 (3) ◽  
pp. 301-319 ◽  
Author(s):  
Yariv Itzkovich ◽  
Niva Dolev ◽  
Moran Shnapper-Cohen
Keyword(s):  
Organizational Climate ◽  
Ethical Climate ◽  
Qualitative Data ◽  
Perceived Quality ◽  
Work Life ◽  
Quality Of Work Life ◽  
Content Type ◽  
Quality Of Work ◽  
The Relationship

PurposeThe purpose of this study is to assess the relationship between incivility and two organizational and personal attitudes, namely, perceived ethical climate and perceived quality of work-life of nurses, in the framework of organizational climate.Design/methodology/approachQuantitative data of 148 nurses working in a medium-sized hospital in Israel were collected. Furthermore, qualitative data were collected through semi-structured interviews with 12 nurses and 14 doctors from the same hospital, constructing a mixed-method approach.FindingsFindings revealed that witnessing or experiencing incivility affected the nurses' perception of the ethical climate of their work unit and their perceived quality of their work-life. Additionally, we found that the relationship between incivility and nurses' perceived quality of work-life was partially mediated through their perceived ethical climate. The qualitative data supported some of the findings.Originality/valueThe article stretches the incivility theory beyond its dyadic boundaries, prominently showing the spillover effect of incivility as an organizational problem. Additionally, it offers some evidence-based support for the multidimensionality of incivility, strengthening the need for a construct cleanup.

Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand

2020 ◽  
Vol 11 (3) ◽  
pp. 337-355
Author(s):  
Supawat Meeprom ◽  
Tongrawee Silanoi
Keyword(s):  
Economic Value ◽  
Perceived Value ◽  
Perceived Quality ◽  
Social Value ◽  
Exit Point ◽  
Content Type ◽  
Behavioural Intentions ◽  
Special Event ◽  
Emotional Value

PurposeThe aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that attendees' perceived special event quality has direct and indirect effects on behavioural intentions through the mediating role of social value, economic value and emotional value.Design/methodology/approachA self-administered, onsite survey was deployed to gather the data to formulate the hypothesised relationships in this study. Data collection also included event-intercepted panel surveys, conducted with actual consumers who attended the Agricultural and Cultural Fair. The surveys were distributed and conducted during the afternoon and early evenings at the event area and exit point of the event. In total, 250 questionnaires were distributed to domestic visitors and 176 respondents completed the survey.FindingsThe study found the perceived quality of the special event directly impacted social value, economic value, emotional value and behavioural intentions. The results also indicated that social value and emotional value had significant effects on behavioural intentions. Further, this study found that both social value and emotional value components mediated the relationship between perceived quality of the special event and behavioural intentions. These results confirmed the existence of a perceived-quality-value-behavioural intentions chain.Research limitations/implicationsThere are some key limitations including the sample size in this study was relatively small and all the respondents were domestic attendees, providing findings specific to one culture only. In term of implications, the results offer event organisers holistic insights into elements to be adopted as the foundation for special event consumption. It helps event organisers to build upon customer choice behaviour, which can be employed to effectively cultivate more attendees for the special events.Originality/valueThis is the first study that examined the extent to which attendees' perceived quality of a special event influenced their perceived values in Agricultural and Cultural Fair which is a special event held each year in the major city of Khon Kaen in the northeast region in Thailand.

A measure of medical tourism destination brand equity

2016 ◽  
Vol 10 (1) ◽  
pp. 104-128 ◽  
Author(s):  
Gopal Das ◽  
Srabanti Mukherjee
Keyword(s):  
Brand Equity ◽  
Medical Tourism ◽  
Service Providers ◽  
Perceived Quality ◽  
Measurement Scale ◽  
City Hospital ◽  
Content Type ◽  
Trust Value ◽  
Tourist Destinations ◽  
Medical Tourist

Purpose Given the increasing dominance of medical tourism on the service economy of some of the developing nations, as a pioneering attempt, this study aims to develop a consumer-based brand equity (CBBE) measurement scale for the medical tourist destinations (city/hospital). Design/methodology/approach Following the traditional marketing construct development process (qualitative study, purification study and validation study), in the present study, two sets of large and independent samples were assessed to judge the dimensionality of the measure. Findings A well-validated measurement scale was developed as an amalgamation of four dimensions, namely, awareness, perceived quality, brand loyalty and authenticity to assess CBBE of medical destinations. Practical implications To reduce the financial and physical risk associated with the purchase of treatment, the customers may rely on “authenticity” of the service providers to select a treatment destination. The outcomes would help medical administrators/managers to focus more on developing “assurance” by increased reliability, responsiveness and tangibles to attract the medical tourists to a large extent. Originality/value The study is a pioneering attempt to develop a scale for measuring CBBE for medical tourist destinations. The study aligns with earlier CBBE scales in terms of the first three elements, namely, brand awareness, loyalty and perceived quality. However, based on predictive validity, the study puts forth five interrelated first order attributes, namely, “trust”, “value for money”, “quality of residents”, reliability and soft issues (like friendliness and ease of process) as contributing factors to a so far unexplored dimension, “brand authenticity”.

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