An evaluation instrument and strategy implications of service attributes in LOHAS restaurants

2019 ◽  
Vol 31 (1) ◽  
pp. 194-216 ◽  
Author(s):  
Ching-Chan Cheng ◽  
Ya-Yuan Chang ◽  
Ming-Chun Tsai ◽  
Cheng-Ta Chen ◽  
Yu-Chun Tseng
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Goodness Of Fit ◽  
Quality Characteristics ◽  
Evaluation Instrument ◽  
Sustainable Operations ◽  
Content Type ◽  
Quality Scale ◽  
Expert Interview ◽  
Service Attribute

Purpose This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants. Design/methodology/approach This study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants. Findings The results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality. Originality/value The contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.

A validation of the performance management scale

2018 ◽  
Vol 35 (6) ◽  
pp. 1253-1267 ◽  
Author(s):  
Khahan Na-nan ◽  
Kanokporn Chaiprasit ◽  
Peerapong Pukkeeree
Keyword(s):  
Factor Analysis ◽  
Performance Evaluation ◽  
Performance Management ◽  
Goodness Of Fit ◽  
Mean Square ◽  
Evaluation Performance ◽  
Content Type ◽  
Performance Review ◽  
And Performance ◽  
Fit Index

Purpose The purpose of this paper is to develop a performance management (PM) scale questionnaire that encompasses the pre-requisite, performance planning, performance evaluation, performance review, and performance application dimensions of PM. Design/methodology/approach In the study, the 33 questionnaire questions were first validated using exploratory factor analysis (EFA) and then by confirmatory factor analysis (CFA) along the three performance dimensions. The research sample consists of 330 entrepreneurs. The factor analysis results confirm the validity of the questionnaire as a reliable entrepreneur PM evaluation tool, as evidenced by the composite reliability of 0.845 and the average variance extracted of 0.532. Findings All constructs revealed the acceptable internal consistency reliability. A good model fit was found for the measurement model using several fit index like χ2=449.983, degree of freedom=415, p-value (p)=0.114, goodness of fit index=0.927, adjusted goodness of fit index=0.901, root mean square error of approximation=0.016, and root of mean square residuals=0.032. Research limitations/implications The PM model was examined using EFA and CFA only. A sample with only SMEs entrepreneurs and large sample size and sample area can be used in future research. Practical implications This research paper is an endeavor to explore only the reliability and validity of the PM model. Thus all the five dimension, namely “pre-requisite” “performance planning,” “performance evaluation,” “performance review,” and “performance application” proved out of be reliable and validated when it will be tested in case of SMEs’ high-growth sectors and high-impact sectors. Originality/value The main contribution of this research is that all factors have a good fit and acceptable reliability value; each factor can be measured individually depending on the nature of the research.

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.

scholarly journals Verifying the moderating role of satisfaction on service quality and students’ accomplishment in ODL perspective

2019 ◽  
Vol 15 (1) ◽  
pp. 1-12 ◽  
Author(s):  
Maximus Gorky Sembiring ◽  
Gayuh Rahayu
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Population Sample ◽  
Equation Modeling ◽  
Content Type ◽  
Satisfaction Index ◽  
Performance Career ◽  
Moderating Role

Purpose Service quality and satisfaction in the ODL setting related to students’ accomplishments (performance, loyalty and career) were reconsidered. It was aimed at exposing the moderating role of satisfaction on service quality and accomplishment. It was also of interest to scrutinize how, in what routines determinants engaged interdepended. The paper aims to discuss these issues. Design/methodology/approach This study utilized an exploratory design. It was qualitatively identified first that service quality included tangible, empathy, assurance, reliability, responsiveness and referral factors. It preceded to satisfaction (perceived from academic, operational and managerial attitudes). Satisfaction led to accomplishment. Quantitatively, service quality, satisfaction and accomplishment were identified as independent, moderating, and dependent variables, respectively. Respondents, 500 Universitas Terbuka graduates, were randomly pursued to accumulate data by a survey. Methodically, importance-performance analysis (IPA) and customer-satisfaction index (CSI) were used to figure out satisfaction and their importance degree. Nine hypotheses were developed and examined using structural-equation modeling to visualize the loading factors. Findings Replies from 163 respondents were completed. Seven of nine hypotheses were validated. It was distinguished that reliability influencing satisfaction, they were empathy, assurance and responsiveness; excluding tangible and referral. Satisfaction influenced performance, career, and loyalty. IPA-CSI analysis recognized 15 (of 21) attributes as the pillars of service quality. Originality/value Despite the qualitative framework was improperly approved by quantitative procedure, they were methodically reliable. It was supported by the fact that nine cut-off values of goodness-of-fit requirements harmonized. Additional inquiry is therefore required to tail off variances by integrating a more appropriate approach, amplifying theoretical coverage, and/or extending population/sample size.

scholarly journals The determinants of customer loyalty in the Indonesian ride-sharing services: offline vs online

2019 ◽  
Vol 17 (1) ◽  
pp. 75-85 ◽  
Author(s):  
Adi Kuswanto ◽  
Sundari Sundari Sundari Sundari ◽  
Ashur Harmadi ◽  
Dwi Asih Hariyanti Dwi Asih Hariyanti
Keyword(s):  
Service Quality ◽  
Goodness Of Fit ◽  
Service Providers ◽  
High Reliability ◽  
Positive Influence ◽  
Private Company ◽  
Content Type ◽  
Ride Sharing ◽  
Fit Index

Purpose This study aims to analyze the effect of service quality on trust, satisfaction and loyalty by adopting two models, namely, conventional service quality model from Parasuraman and information systems (IS) success model from Delone and McLean. Design/methodology/approach Respondents of this study were users of shared-motorcycle services who filled out a complete questionnaire totaling 507. This research used a second-order structural equation model. All question items had quite high reliability and validity based on the result of confirmatory factor analysis with a value of average variance extracted and composite reliability which was higher than 0.70. The goodness of fit was quite good with the values x2/df = 2.493, incremental fit index = 0.921, Tucker-Lewis index = 0.917, comparative fit index = 0.921 and root-mean-square error of approximation = 0.054. Findings Online and offline ride-sharing services reveal a strong and positive influence on trust and satisfaction. Trust reveals a strong and positive influence on satisfaction and loyalty. Finally, satisfaction reveals a strong and positive influence on loyalty. The research in general shows that the quality of offline service is more influential than the quality of online service in the case of ride-sharing service provided by two companies in Indonesia. Research limitations/implications The sampling frame of the research was diverse, including students of various collages and junior high schools, various private company workers and government employees. So, the results cannot be generalized to all populations especially to all Indonesian customers. It is recommended to increase the number of samples by focusing on the community groups of customers of public motorbikes, so that these groups can be compared. Next, the research finds that both service quality based on IS and service quality models reveal a strong and positive influence on loyalty both directly and indirectly. Originality/value The research uses respondents who use motorcycle services both online and offline. The findings of the research are important for online and offline ride-sharing motorbike service providers. They have to maintain their excellent services to the customers.

Investigating quality of life by residents of social housing in eastern Algeria: a structural equation modelling

2020 ◽  
Vol 18 (6) ◽  
pp. 1907-1926
Author(s):  
Riadh Djafri ◽  
Mariana Mohamed Osman ◽  
Noor Suzilawati Rabe ◽  
Syafiee Shuid
Keyword(s):  
Quality Of Life ◽  
Factor Analysis ◽  
Conceptual Framework ◽  
Social Housing ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Housing Quality ◽  
Equation Modeling ◽  
Content Type

Purpose The purpose of this paper is to identify, confirm and validate a model appropriate to capture the interrelationships between different variables to develop and improve social housing quality, adequacy, provision and residents’ quality of life (RQOL). Design/methodology/approach This research adopted a quantitative approach to examine the research objectives of this study. The proposed conceptual framework was tested using primary data collected from a survey of 418 residents of the new urban center of Hamla. The data were analyzed using descriptive analysis and exploratory factor analysis through SPSS. In addition, confirmatory factor analysis was performed using AMOS before validating the measurement model and testing the hypotheses through structural equation modeling (SEM). Findings The results of SEM indicated acceptable high goodness-of-fit indices. The results revealed that three out of six hypotheses were supported. Consequently, residential quality and housing adequacy appeared to have a vital role in the conceptual framework, as it influenced social housing provision and RQOL and was influenced by socio-economic characteristics. Practical implications The present study illustrates the interrelationships between the proposed variables using SEM analysis. In addition, by understanding the direct relationships between the selected variables, the findings would be useful for the concerned authorities to ameliorate and upgrade the social housing quality and adequacy along with surpassing the current shortage, which would enhance and contribute to the amelioration of the RQOL and throughout Algeria. Originality/value This paper aims to establish, examine, validate the relationships and develop a conceptual framework in the context of Algerian social housing that contributes to the assessment and amelioration of social housing.

Customer perceptions of quality – a study in the SPA industry

2016 ◽  
Vol 28 (6) ◽  
pp. 657-675 ◽  
Author(s):  
Yvonne Lagrosen ◽  
Stefan Lagrosen
Keyword(s):  
Cluster Analysis ◽  
Factor Analysis ◽  
Focus Group ◽  
Service Quality ◽  
Exploratory Factor Analysis ◽  
Focus Group Interviews ◽  
Content Type ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Group Interviews

Purpose The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions. Design/methodology/approach The empirical study involved seven Swedish SPA hotels. The first part was qualitative, consisting of seven focus-group interviews with hotel guests. In addition, service providers’ perceptions of customer quality were collected through seven quality cafés. The qualitative parts were analysed with the constant comparative technique from the grounded theory approach. Based on the findings from the interviews, a questionnaire was delivered to 400 randomly accessed women. The responses were analysed with exploratory factor analysis and cluster analysis. Findings The focus-group interviews showed that the customers’ perception of quality could be expressed in the following dimensions: physical effects, mental effects, pleasure and flexibility. The dimensions for customer quality seen from the staff’s perspective were treatments, climate and the SPA facility itself. The exploratory factor analysis defined the following underlying factors: enjoyment, treatments, practicality, fitness, cost and calm. The cluster analysis resulted in four groups of customer profiles: the more of everything group, the enjoyers, the savers and the fitness freaks. Research limitations/implications A limitation is that the study has only been carried out in one country. The main implication for research is a better understanding of quality dimensions and perceptions of service quality in the SPA industry. Practical implications The study provides a comprehensive insight into the dimensions of quality for SPA visitors. Moreover, four distinct groups of customers have been identified. This knowledge should be useful for SPA managers. Originality/value Only limited amounts of research have previously been carried out in the SPA industry. The paper provides a framework depicting perceptions of quality dimensions in SPA hotels.

Measuring service quality in higher education

2016 ◽  
Vol 24 (2) ◽  
pp. 244-258 ◽  
Author(s):  
Viraiyan Teeroovengadum ◽  
T.J. Kamalanabhan ◽  
Ashley Keshwar Seebaluck
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Hierarchical Model ◽  
Quantitative Methods ◽  
Educational Quality ◽  
Second Phase ◽  
Validity And Reliability ◽  
Content Type ◽  
Quality In Higher Education

Purpose – This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach – The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality attributes. Quantitative methods were used for the second phase so as to test the dimensionality of the measurement instrument and assess its validity and reliability. A sample of 207 students was surveyed, and data were analysed using exploratory factor analysis and Cronbach’s alpha test. Findings – The results of the factor analysis revealed the presence of sub-dimensions. A hierarchical model was therefore considered most appropriate. The final model consisted of five primary dimensions, which are administrative quality, physical environment quality, core educational quality, support facilities quality and transformative quality. The instrument contained a total of 48 items. Each scale was satisfactorily tested for validity and reliability. Research limitations/implications – This empirical study made use of data collected in Mauritius only, a developing country. Practical implications – This study provides a framework and an instrument that can be used by higher education institutions in view of continuously improving educational quality. Originality/value – The study adopted a holistic approach by considering both the functional and technical aspect of service quality in higher education. Moreover, technical quality was operationalised by considering the notion of transformative quality.

scholarly journals QUICKSERV: a service quality assessment tool for the quick-service restaurant industry

2021 ◽  
Vol 123 (13) ◽  
pp. 241-259
Author(s):  
Mario Mendocilla ◽  
Paloma Miravitlles Matamoros ◽  
Jorge Matute
Keyword(s):  
Service Quality ◽  
Goodness Of Fit ◽  
Quality Standards ◽  
Service Encounter ◽  
Measurement Scale ◽  
Successful Implementation ◽  
Process Data ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quick Service

PurposeThe purpose of this study is to empirically develop and validate a practical, consistent and specific scale to assess perceived service quality at the service encounter at quick-service restaurants (QSRs).Design/methodology/approachDevelopment and validation of the scale involved a five-stage process. Data were collected from 430 customers of a QSR belonging to an international brand located in Barcelona. Surveys were applied immediately after the service encounter, using the face-to-face method. The scale development procedure involved exploratory and confirmatory factor analyses.FindingsThe results suggest a specific and parsimonious measurement scale, whose structure comprises 14 items in four dimensions. In contrast to previous studies, this study identified the appropriateness of splitting the interaction quality dimension into two single dimensions, one focusing on the interaction time and other on staff–customer interaction. Furthermore, these indicate that a speedy service, pleasant treatment and food quality are the most valued attributes in QSR.Practical implicationsThis scale is a useful instrument to administer and assure service quality standards within QSR management systems. Its practical approach and short survey length ease data collection, considering that customers spend short amounts of time in this type of restaurant. Furthermore, it could also be used by franchisors and restaurant operators as a tool to monitor continuing compliance with service quality standards.Originality/valueThe resulting scale introduces a novel four-factor structure with high goodness of fit to effectively measure customers' perceived service quality in QSRs, where the ease of use and speed of gathering client responses are a key factor for successful implementation.

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.

Key attributes of Muslim-friendly hotels’ service quality: voices from booking.com

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Huseyin Arasli ◽  
Mehmet Bahri Saydam ◽  
Tugrul Gunay ◽  
Kaveh Jafari
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Global Scale ◽  
Quality Characteristics ◽  
User Generated Content ◽  
Value For Money ◽  
Data Set ◽  
Content Type ◽  
Hospitality Business ◽  
Online Travel

Purpose On a global scale, the Muslim-friendly hospitality business has intensified hotel competition. Given the paucity of research on the important service quality characteristics of Muslim-friendly hotels, this study aims to identify the major themes encountered by tourists at Muslim-friendly hotels. Design/methodology/approach The research used content analyzes (qualitative) to examine 1,250 reviews using Leximancer software. Data were gathered from the online travel website booking.com. The top 10 Islamic hotels according to Crescent ranking were taken into a data set. Findings Qualitative (narratives) analysis showcased nine key themes, namely, “hotel,” “staff,” “food,” “room,” “location,” “pool,” “facilities,” “cleanliness” and “Wi-Fi.” Furthermore, the findings of this study contribute to filling research voids in the literature by distinguishing themes linked with halal hotel “satisfaction” from those associated with “dissatisfaction.” Originality/value The findings of this research offer valuable visions into halal-hotel travelers’ overall experiences based on user-generated content and facilitate the identification of the dominant themes linked with a different value for money ratings.

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