scholarly journals A big data approach to map the service quality of short-stay accommodation sharing

2020 ◽  
Vol 32 (8) ◽  
pp. 2575-2592 ◽  
Author(s):  
Meisam Ranjbari ◽  
Zahra Shams Esfandabadi ◽  
Simone Domenico Scagnelli
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Sharing Economy ◽  
Decision Makers ◽  
Short Stay ◽  
Content Type ◽  
Two Phases ◽  
And Performance ◽  
First Time

Purpose The purpose of this paper is to map the service quality (SQ) of Airbnb, to provide additional insight for such top player of short-stay accommodation in the sharing economy context. Design/methodology/approach A mixed-method approach is used in two phases. In the qualitative phase, 112,138 online review comments of Airbnb guests were analyzed to generate the service attributes. In the quantitative phase, an online survey (n = 814) was conducted to calculate the performance and importance values of extracted attributes to plot them in an Importance-Performance Analysis (IPA) matrix. Findings A holistic image of the Airbnb extracted service attributes was presented through the IPA plot. Four types of SQ strategies were proposed, considering the actions priority. “Price reasonability” was the most important service attribute of Airbnb for guests, whereas “Check-in flexibility” was the best performed one. Practical implications The results shed light on the most relevant SQ attributes of Airbnb and proposed suitable strategies that can prioritize relevant stakeholders’ actions and decisions. The study significantly contributes to all decision makers involved in the short-stay accommodation sharing industry to further understand and develop SQ. Originality/value This research, using a comprehensive hybrid method, opens a lens to see more clearly the positioning of different attributes of Airbnb service from importance and performance viewpoints. As a contribution, the SQ of Airbnb was mapped by conducting an IPA for the first time in the literature.

The effects of online service quality of e-commerce Websites on user satisfaction

2015 ◽  
Vol 33 (3) ◽  
pp. 468-485 ◽  
Author(s):  
Gajendra Sharma ◽  
Wang Lijuan
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Information Quality ◽  
Management Practice ◽  
Online Service ◽  
Internet Applications ◽  
Content Type ◽  
Web Presence

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

scholarly journals Agro-Healing Service Quality Analysis Using IPA Analysis for Business Owners

2021 ◽  
Vol 24 (6) ◽  
pp. 673-684
Author(s):  
Yun-Jin Kim ◽  
Seon-Ok Kim ◽  
Sin-Ae Park
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Business Owners ◽  
Quality Analysis ◽  
Horticultural Therapy ◽  
Resource Analysis ◽  
And Performance ◽  
Healing Services ◽  
Improve Service Quality

Background and objective: This study seeks to investigate domestic agro-healing farm resources so that preliminary data can be obtained on the systematic provisions for agro-healing programs in order to improve service quality and to identify the quality of agro-healing policy services.Methods: For this study, owners of agro-healing facilities were asked 24 questions via an online survey. An importance–performance analysis (IPA) was conducted to identify service quality for each policy sector.Results: Respondents’ satisfaction levels were low when compared to agro-healing farm owners’ perceptions of the above-average importance of each sector. The results from the resource analysis of domestic agro-healing farms indicated that the main operational purposes of farms were, in descending order, experience (90.0%), healing (86.7%), and education (84.0%). With respect to the type of program that was operated, cultivating crops (horticultural therapy) was identified most frequently at 83.3%.Conclusion: As a result of this study, the resources possessed by agro-healing farms were identified. In addition, the results of the IPA analysis in terms of service quality are not as good as expected, and performance levels should be increased to improve this. The results of this study are expected to provide useful information not only to improve the quality of agro-healing services, but also to revitalize the agro-healing industry while developing a systematic agro-healing program.

scholarly journals Service quality and customer satisfaction in liner shipping

2015 ◽  
Vol 7 (2/3) ◽  
pp. 170-183 ◽  
Author(s):  
Kum Fai Yuen ◽  
Vinh Van Thai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Survey ◽  
Measurement Model ◽  
Liner Shipping ◽  
Service Differentiation ◽  
Content Type ◽  
Cost Leadership ◽  
Quality Dimensions

Purpose – This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction. Design/methodology/approach – The indicators of SQ in liner shipping were identified from reviewing the literature and interviewing six qualified industry practitioners. An online survey was then administered to 183 liner shippers in Singapore. Subsequently, exploratory factor analysis and regression analysis were conducted. Findings – SQ in liner shipping can be represented by four key quality dimensions. In descending order of their impact on customer satisfaction, they are reliability, speed, responsiveness and value. Service differentiation by time-related attributes results in greater customer satisfaction than practising cost leadership in liner shipping. Research limitations/implications – Allocation of resources to develop SQ in liner shipping should mirror the priorities established in this research. In addition, the developed measurement model for SQ can serve as a reference for liner shipping firms to assess the quality of their services. Originality/value – A parsimonious and updated set of variables can now be used to represent SQ in the liner shipping sector. The paper also identifies the key drivers of customer satisfaction in liner shipping.

Factors comprehensively influencing acceptance of 3D-printed apparel

2017 ◽  
Vol 21 (2) ◽  
pp. 219-234 ◽  
Author(s):  
Anna Perry
Keyword(s):  
Technology Acceptance ◽  
Online Survey ◽  
Ease Of Use ◽  
Business Managers ◽  
Content Type ◽  
External Variables ◽  
3D Printed ◽  
And Performance ◽  
Acceptance Model ◽  
First Time

Purpose The purpose of this paper is to incorporate an extended technology acceptance model (TAM) and examine how various factors comprehensively influence and determine consumers’ perceptions, attitude, and usage intention of 3D-printed apparel. Design/methodology/approach An online survey was designed using established measures and 1,002 participants were recruited. Findings All external variables were related. Beyond indirect influences, tech optimism still moderately influenced ease of use, but weakly influenced attitude; aesthetics still strongly influenced usefulness and attitude, but weakly influenced usage intention; performance still strongly influenced ease of use, usefulness, and attitude. In addition, only indirect influences came from tech optimism to usefulness and usage intention, aesthetics to ease of use, and performance to usage intention. The TAM relationships were mostly confirmed, except ease of use to usefulness. Usage intention was mostly determined by attitude, which was largely influenced by design, performance, and usefulness, and limitedly contributed by aesthetics and usefulness. Research limitations/implications Participants’ response might be influenced by the provided materials of 3D-printed apparel. Practical implications The present study explicitly showed a complete picture about all possible influences among factors. Business managers can make strategies to meet consumers’ needs based on the current study without worrying about overlooking any possible effects. Originality/value The current study, for the first time, examined: consumers’ adoption intention of 3D-printed apparel, the relationships among external variables, and how external factors comprehensively influenced consumers’ perceptions, attitude, and usage intention.

Quality of learning experience, student satisfaction and perceived overall experience in the COVID-19 context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Venugopal Prabhakar Gantasala ◽  
Swapna Bhargavi Gantasala ◽  
Tareq Na'el Al Tawil ◽  
Prerana Prasad
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Online Courses ◽  
Learning Experience ◽  
Decision Makers ◽  
Undergraduate Level ◽  
Content Type ◽  
The Relationship ◽  
Medical Programs

PurposeThe intention for this study was to explore any relationship that might exist between quality of learning experience (QLE), the second construct student satisfaction (SS) and the third construct perceived overall experience (POE) among undergraduate students within the higher education context. This study also attempts to explain the path direction between QLE, SS and POE.Design/methodology/approachThe researchers utilized structural equation modeling to analyze the variables considered for this study – QLE, SS and POE and for hypotheses testing. Respondents for this study were medical students' coordinators of the undergraduate level of medical colleges in the 28 states of India. Data collected for the study were possible by utilizing a questionnaire that was emailed to these student coordinators. The emailing effort returned 198 (n) filled questionnaires (complete) representing 198 institutions offering undergraduate-level medical programs out of a total of 542 institutions that offer undergraduate medical programs.FindingsFindings from this study confirm the relationship between QLE with SS, and PLE. Interestingly, the findings established a significant relationship between SS and POE.Practical implicationsDecision-makers and administrators of higher education institutions (HEIs) can utilize the findings from this study to focus on strengthening important elements of QLE in ways that positively impact SS and POE of students taking online courses and program offerings. The study reiterates the importance of course content, course structure, lecture-delivery quality, instructor mentoring and student-instructor interactions on SS and POE. The role of SS in reinforcing confirmation, perceived usefulness, perceived openness of the online courses and the perceived reputation was established. This relationship is key to administrators while they focus on improving SS and building on the institutions' reputation in addition to their efforts to support marketing and enrollments during the pandemic.Originality/valueResearchers in the past have examined the relationships between QLE and another construct of this study – SS. Past research has also examined the relationship between QLE and POE. However, there is not enough research exploring the relationship between SS and POE. This study establishes the relationship between SS and POE that benefits decision-makers in higher education.

The quality of user experiences for mobile recommendation systems: an end-user perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Woon Kian Chong ◽  
Zhuang Ma
Keyword(s):  
Social Norms ◽  
User Experience ◽  
Online Survey ◽  
Recommendation Systems ◽  
User Involvement ◽  
Sample Population ◽  
User Experiences ◽  
Content Type ◽  
Involvement Theory

PurposeThis paper attempts to identify key factors (i.e., personalization, privacy awareness and social norms) that affect user experiences (UXs) of mobile recommendation systems according to the user involvement theory (push-based and pull-based) and their relationships.Design/methodology/approachThe study is based on an online survey with students from an international business school located in southwestern China. The sample population for the study included randomly selected 600 university students who are active mobile phone users. A total of 470 questionnaires were returned; 456 were valid (14 were invalid due to the incompleteness of their responses), providing a response rate of 65%.FindingsSocial norms have the largest impact on user experience quality, followed by personalization and privacy awareness. User involvement in mobile recommendation systems has mediating effects on the above relationships, with larger effects on pull-based systems than on push-based systems.Originality/valueThis study provides an integrated framework for researchers to measure the effects of social, personal and risk factors on the quality of user experience. The results enrich the literature on user involvement, mobile recommendation systems and UX. The findings provide significant implications for both retailers and developers of mobile recommendation systems.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

Organisational form and performance in fashion retailing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pericles Ramón Mejía-Vásquez ◽  
Roberto Sánchez-Gómez ◽  
Sheila Serafim da Silva ◽  
Luis Vázquez-Suárez
Keyword(s):  
Service Quality ◽  
Vertical Integration ◽  
Research Question ◽  
Content Type ◽  
Aggregated Data ◽  
Organisational Form ◽  
Level Data ◽  
And Performance ◽  
Key Indicators ◽  
Level Performance

PurposeThis research seeks to discover how the organisational form (franchising vs vertical integration) of 384 fashion stores belonging to a Spanish franchise chain influences unit-level performance measured through three key indicators commonly used in the retail literature: sales per square metre, sales per employee and service quality scores.Design/methodology/approachThe authors have analysed this research question using bivariate and multivariate analyses, with a panel dataset that includes quarterly establishment-level data covering the period from January 2018 to December 2019.FindingsThe aggregated data initially reveal weaker outcomes among franchised establishments. However, after controlling for other variables related to the fashion stores and their local markets, the authors have found that franchised establishments record higher sales both per square metre and per employee than vertically integrated stores. The findings also reveal that franchised establishments record lower service quality scores than their company-owned counterparts.Originality/valueNothing has been published on the differences between franchising and company ownership in terms of establishment-level performance in fashion retailing.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

2015 ◽  
Vol 7 (4) ◽  
pp. 424-441 ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Dzuljastri Abdul Razak
Keyword(s):  
Service Quality ◽  
Age Groups ◽  
Educational Background ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Customer Expectations ◽  
Banking Service ◽  
Significant Difference

Purpose – This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance. Design/methodology/approach – This study surveyed 179 customers who have first-hand experience with Islamic banking services in Malaysia. The research data were analysed using reliability analysis, independent samples t-test and one-way analysis of variance. Findings – The results indicated that customers’ perceptions failed to meet their expectations on the service quality of Islamic banks in Malaysia. The results also indicated that those customers (respondents) aged below 30 years have higher expectations on empathy from the Islamic banking service compared to other age groups. However, there is no significant difference between customer expectations and perceptions of Islamic banking service quality based on educational background and occupation. Research limitations/implications – This research focused solely on Islamic banks in Malaysia and thus the results might not be applicable for other conventional banks. Originality/value – The findings are expected to provide guidelines for enhancing the satisfaction level of clients of the Islamic banking system in Malaysia and other countries.

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