scholarly journals Service gap in hotel website load performance

2019 ◽  
Vol 33 (1) ◽  
pp. 16-29 ◽  
Author(s):  
Betsy Stringam ◽  
John Gerdes
Keyword(s):  
Service Delivery ◽  
Mobile Devices ◽  
Best Practice ◽  
Mobile Service ◽  
Website Design ◽  
Content Type ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Hotel Websites ◽  
Service Gap

Purpose The purpose of this paper is to investigate how well hotel website load time performance compared against customer expectation benchmarks. In a competitive market, service interactions are important. As customers move to mobile devices, the time to load a website is a critical part of the service delivery. Long load times can lead to poor service experiences, customer frustration and lost business. Hotel website load times on both mobile and desktop devices were examined and compared to service expectations. Design/methodology/approach The study used an online service to assess and compare website load performance using both desktop and mobile devices for 259 international hotel company and sub-brand websites. Findings The time to load hotel websites was significantly slower on mobile devices compared to desktops. Load times on both platforms exceeded 3 s, which is considered best practice. Long load times represent a service gap and can cause dissatisfaction resulting in a potential customer abandoning the website for a competitor’s site, thus affecting sales. Research limitations/implications While the population for the study was robust in size and contained most of the major hotel companies worldwide, it was not exhaustive. Data also represent a snapshot and will change over time. Load times vary based on test location, access device and network traffic. Additionally, web page load times and customer expectations will change as technology evolves. Originality/value Increased use of mobile devices for hotel reservations increases the importance of mobile service delivery. This is the first known study to measure hotel website load times for mobile devices, and to examine both mobile and desktop performance against best practice. The results of this study highlight a service gap, which can lead to loss of business. Given the consistency of the results, the authors suspect that this is an issue that has not been recognized within the industry. This study is valuable because it exposes an issue of website design not generally addressed in the hospitality industry, even though tools are available to monitor site performance.

How a customer participates matters: “I am producing” versus “I am designing”

2015 ◽  
Vol 29 (6/7) ◽  
pp. 498-510 ◽  
Author(s):  
Beibei Dong
Keyword(s):  
Design Methodology ◽  
Customer Participation ◽  
Theoretical Understanding ◽  
Content Type ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Main Effect ◽  
New Perspective ◽  
Practical Implications ◽  
Share Information

Purpose – This paper aims to conceptually and empirically differentiate between two types of customer participation (CP): CP as “producers” (CPP), when customers primarily contribute physical labor to produce a service (e.g. assembling a frame), and CP as “designers” (CPD), when customers primarily share information to design a service (e.g. designing a frame). The study examines whether CPD and CPP influence customers’ perceptions of value creation and choice of participation differently. Furthermore, it investigates the moderating effect of customer expectation on the effect of CPD/CPP on customers’ participation responses. Design/methodology/approach – This study uses two scenario-based experiments. Study 1 examines the main effect of CPP and CPD on perceived value of participation and participation choice, and Study 2 investigates the moderator of customer expectation. Findings – Study 1 indicates that CPD creates greater value and is a more preferred participation choice than CPP. Study 2 further suggests that the differential advantage of CPD over CPP becomes weakened with a CPP expectation and amplified with a CPD expectation. Research limitations/implications – This research helps reconcile current mixed empirical findings in the literature and opens up a new stream to enrich the theoretical understanding of CP. Its use of consumer psychology theories also adds a consumer psychological perspective to CP research. Practical implications – This research demonstrates that not all CPs are equal, offers guidelines to design and manage CP and suggests managing customer expectations so as to enhance the appeal of CPP in light of its productivity implications. Originality/value – This study represents a pioneering work to empirically differentiate two types of CP and offers a new perspective for understanding the complexity of CP.

Relative importance of country of service delivery, country of person and country of brand in hybrid service evaluation: a conjoint analysis approach

2018 ◽  
Vol 27 (7) ◽  
pp. 819-831
Author(s):  
Daniel Tumpal Hamonangan Aruan ◽  
Roberta Crouch ◽  
Pascale Quester
Keyword(s):  
Service Delivery ◽  
Conjoint Analysis ◽  
Service Evaluation ◽  
Relative Importance ◽  
Content Type ◽  
Customer Expectations ◽  
Service Type ◽  
Credence Services ◽  
Services Evaluation ◽  
Using Data

Purpose This paper aims to examine the relative importance of country of brand (COB), country of service delivery (COSD) and country of person (COP) in consumer evaluation of hybrid services. Design/methodology/approach Using data (N = 1,071) from Australia, Indonesia and Singapore, a conjoint analysis experimental design explored empirically the importance of country of origin (COO) effects in three service contexts: search, experience and credence. Findings The analysis reveals that the relative importance of COP was the highest for credence services, while COB was the strongest for experience services. Practical implications For firms operating offshore, companies must understand that the COO construct is multi-dimensional for services, as it is for tangible products and not limited only to COB as traditionally thought. At least two other distinct dimensions – COSD and COP – can play significant roles as predictors of service quality expectations. Companies must consider the implications of service type, according to the search-experience-credence continuum to inform staffing decisions and managing customer expectations. Originality/value This research contributes to the literature by extending the understanding of country image effects in the context of hybrid service provisions, particularly in the view of customer expectations of services with multiple country-of-origins. Although there have been several studies examining the effects of COO on services evaluation, no empirical study has examined the effects of multiple COOs simultaneously from the perspective of location where the service is delivered (COSD) and individuals who deliver the service (COP), in addition to the effect of COB origin.

scholarly journals Implementing evidence-based practice: the challenge of delivering what works for people with learning disabilities at risk of behaviours that challenge

2020 ◽  
Vol 25 (3) ◽  
pp. 133-143
Author(s):  
Louise D. Denne ◽  
Nick J. Gore ◽  
J. Carl Hughes ◽  
Sandy Toogood ◽  
Edwin Jones ◽  
...  
Keyword(s):  
At Risk ◽  
Learning Disabilities ◽  
Service Delivery ◽  
Best Practice ◽  
Evidence Based Practice ◽  
Implementation Process ◽  
Building Blocks ◽  
Evidence Based ◽  
Content Type ◽  
Successive Generations

Purpose There is an apparent disconnect between the understanding of best practice and service delivery in the support of people with learning disabilities at risk of behaviours that challenge. We suggest, is a problem of implementation. The purpose of this paper is to explore reasons why this might be the case: a failure to recognise the collective works of successive generations of research and practice; and a failure to address the macro-systems involved and systems changes needed to support implementation. Design/methodology/approach This paper reviews the consensus that exists in respect of best practice. Drawing upon ideas from implementation science the paper highlights the complexities involved in the implementation of all evidence-based practices and uses this as a framework to propose ways in which an infrastructure that facilitates the delivery of services in the learning disabilities field might be built. Findings This paper highlights core recommended practices that have been consistent over time and across sources and identifies the systems involved in the implementation process. This paper demonstrates that many of the necessary building blocks of implementation already exist and suggests areas that are yet to be addressed. Critically, the paper highlights the importance of, and the part that all systems need to play in the process. Originality/value In the absence of any generalised implementation frameworks of evidence-based practice in the learning disabilities field, the paper suggests that the findings may provide the basis for understanding how the gap that exists between best practice and service delivery in the support of people with a learning disability at risk of behaviours that challenge might be closed.

scholarly journals Website quality for SME wineries: measurement insights

2016 ◽  
Vol 7 (3) ◽  
pp. 266-280 ◽  
Author(s):  
Bonnie Farber Canziani ◽  
Dianne H.B. Welsh
Keyword(s):  
Scoring System ◽  
Evaluation System ◽  
Best Practice ◽  
Reputation Management ◽  
Website Design ◽  
Evaluation Tool ◽  
Website Evaluation ◽  
Website Quality ◽  
Content Type ◽  
Automated Evaluation

Purpose The study aims to offer a general review of website evaluation, with particular application to the winery tourism field. Automated website evaluation is explored as a complementary tool in the evaluation of small and medium enterprise (SME) winery websites. Design/methodology/approach The study adopted a mixed-method investigation including a critical review of winery website evaluation literature and analysis of winery website scores generated through a free service of a commercial automated evaluation scoring system. Findings No standards currently exist for winery website evaluation metrics and current evaluation processes suffer from human rater bias. An automated evaluation scoring system used in the study was able to discriminate between a sample of known best practice websites and other independently formed samples representing average wineries in the USA and in North Carolina. Research limitations/implications Wineries and other small business tourism firms can benefit by incorporating automated website evaluation and benchmarking into their internet strategies. Reported human rater limitations noted in manual evaluation may be minimized using automated rating technology. Automated evaluation system metrics tend to be updated more frequently and offer better alignment with trending consumer expectations for website design. Originality/value The current study used an automated website quality evaluation tool that serves to move winery website design efforts forward and supports the goals of reputation management for tourism businesses relying on internet marketing.

Factor selection for service quality evaluation: a hospital case study

2017 ◽  
Vol 30 (1) ◽  
pp. 58-66 ◽  
Author(s):  
Ahmad Ameryoun ◽  
Seyedvahid Najafi ◽  
Bayram Nejati-Zarnaqi ◽  
Seyed Omid Khalilifar ◽  
Mahdi Ajam ◽  
...  
Keyword(s):  
Service Quality ◽  
Hospital Service ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Service Quality Evaluation ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension’s influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor’s impact on the PSQI. Findings A new service quality dimension named “trust in services” was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital’s service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. “Trust in services” has the strongest influence on PSQI followed by “tangibles,” “assurance,” “empathy,” and “responsiveness,” respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors’ impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

Mobile library initiatives: a new way to revitalize the academic library settings

2019 ◽  
Vol 36 (5) ◽  
pp. 15-21
Author(s):  
Saleeq Ahmad Dar
Keyword(s):  
Mobile Devices ◽  
Information Needs ◽  
Academic Library ◽  
Library Services ◽  
Mobile Service ◽  
User Perception ◽  
Web Based ◽  
Content Type ◽  
Potential Demand ◽  
Access Information

Purpose The purpose of this paper is to understand the mobile pervasiveness among different categories of student’s gender-wise vis-a-vis to investigate user perception to access library content in innovative ways. The study tries to understand the potential demand of some features in mobile library initiatives. In addition, this study aims to determine willingness and need of mobile library services. The information gained from the study is intended to help the libraries to realize the growing demand of mobile library services. Design/methodology/approach A questionnaire was designed to gather feedback on student’s perception regarding the important mobile service features which they find useful to be included in different library initiatives. The aim was to understand the pervasiveness of mobile devices and information needs in Indian Academia. Moreover, which features can be added to new initiatives so as to deliver robust services to the users in their comfort zones. Findings The responses received indicate that a significant number of students are ready to adopt mobile library initiatives with the desired features in them, if provided to them by their respective libraries. The results of the study have provided the necessary information on what the users really want. It is therefore incumbent upon the universities/institutions of higher education to start to work with the Web-based library services and move it into mobile library service. Research limitations/implications The findings of this study provide a benchmark of mobile library initiatives with the choicest features based on the user perception. The data collected may also give an indication about compelling services that could help the users to access information ubiquitously. Originality/value Libraries can better serve their patrons by understanding the growing capabilities of mobile devices; it is incumbent upon libraries to mobilize their services by embracing mobile library initiatives. Moreover, to realize the needs of users and provide only such services which are more in demand.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

Conference report: innovation, interaction … and a lot of data: first time reflections on Internet Librarian International, UK 2018

2019 ◽  
Vol 36 (2) ◽  
pp. 21-22
Author(s):  
Ray Harper
Keyword(s):  
Best Practice ◽  
New Technologies ◽  
Conference Report ◽  
Library Services ◽  
New Techniques ◽  
Content Type ◽  
Making A Difference ◽  
Analyse Data ◽  
Physical Spaces ◽  
First Time

Purpose The purpose of this paper is to summarise a number of presentations at Day 1 of the Internet Librarian International conference, London, UK (16 October 2018). This was the 20th conference in the series, and the three key themes included were the next-gen library and librarian; understanding users, usage and user experience; and inclusion and inspiration: libraries making a difference. Design/methodology/approach This paper reports from the viewpoint of a first-time attendee of the conference. This summarises the main issues raised by each presentation and draws out the key learning points for practical situations. Findings The conference covered a variety of practical ways in which libraries can use technology to support users and make decisions about services. These include developing interactive physical spaces which include augmented reality; introducing “chat-bots” to support users; using new techniques to analyse data; and piloting new ways to engage users (such as coding clubs). A key theme was how we use and harness data in a way that is ethical, effective and relevant to library services. Originality/value This conference focussed on practical examples of how library and information services across sectors and countries are innovating in a period of huge change. The conference gave delegates numerous useful ideas and examples of best practice and demonstrated the strength of the profession in adapting to new technologies and developments.

OCIE issues risk alert on the most frequently identified advisory fee and expense compliance issues

2018 ◽  
Vol 19 (4) ◽  
pp. 1-3
Author(s):  
Robert Van Grover
Keyword(s):  
Design Methodology ◽  
Best Practice ◽  
Investment Management ◽  
Content Type ◽  
Informed Decisions ◽  
Policies And Procedures ◽  
The Us ◽  
Investment Advisers ◽  
Practical Implications

Purpose To summarize and interpret a Risk Alert issued on April 12, 2018 by the US SEC’s Office of Compliance Inspections and Examinations (OCIE) on the most frequent advisory fee and expense compliance issues identified in recent examinations of investment advisers. Design/methodology/approach Summarizes deficiencies identified by the OCIE staff pertaining to advisory fees and expenses in the following categories: fee billing based on incorrect account valuations, billing fees in advance or with improper frequency, applying incorrect fee rates, omitting rebates and applying discounts incorrectly, disclosure issues involving advisory fees, and adviser expense misallocations. Findings In the Risk Alert, OCIE staff emphasized the importance of disclosures regarding advisory fees and expenses to the ability of clients to make informed decisions, including whether or not to engage or retain an adviser. Practical implications In light of the issues identified in the Risk Alert, advisers should assess the accuracy of disclosures and adequacy of policies and procedures regarding advisory fee billing and expenses. As a matter of best practice, advisers should implement periodic forensic reviews of billing practices to identify and correct issues relating to fee billing and expenses. Originality/value Expert guidance from experienced investment management lawyer.

Patient satisfaction with the quality of care in Ghana’s health-care institutions

2019 ◽  
Vol 13 (2) ◽  
pp. 160-170 ◽  
Author(s):  
Aaron Asibi Abuosi ◽  
Mahama Braimah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Service Delivery ◽  
National Survey ◽  
Health Care Facilities ◽  
Health Facilities ◽  
Content Type ◽  
Care Facilities

Purpose The purpose of this study was to examine patient satisfaction with the quality of care in Ghana’s health-care facilities using a disaggregated approach. Design/methodology/approach The study was a cross-sectional national survey. A sample of 4,079 males and females in the age group of 15-49 years were interviewed. Descriptive statistics, principal component analysis and t-tests were used in statistical analysis. Findings About 70 per cent of patients were satisfied with the quality of care provided in health-care facilities in Ghana, whereas about 30 per cent of patients were fairly satisfied. Females and insured patients were more likely to be satisfied with the quality of care, compared with males and uninsured patients. Research limitations/implications Because data were obtained from a national survey, the questionnaire did not include the type of facility patients attended to find out whether satisfaction with the quality of care varied by the type of health facility. Future studies may, therefore, include this. Practical implications The study contributes to the literature on patient satisfaction with the quality of care. It highlights that long waiting time remains an intractable problem at various service delivery units of health facilities and constitutes a major source of patient dissatisfaction with the quality of care. Innovative measures must, therefore, be adopted to address the problem. Originality/value There is a paucity of research that uses a disaggregated approach to examine patient satisfaction with the quality of care at various service delivery units of health facilities. This study is a modest contribution to this research gap.

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