Measurement and evaluation the impact of perceived healthcare service quality on guest loyalty during COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Husam Jasim Mohammed ◽  
Qasim Ali Mohammed ◽  
Mustafa Hatwan Rhima
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Hotel Industry ◽  
Statistical Technique ◽  
Technical Aspects ◽  
Content Type ◽  
Perceived Service Quality ◽  
Human Aspects ◽  
The Impact ◽  
Guest Loyalty

Purpose The aim of the study is to investigate the effects of perceived healthcare service quality (human aspects, technical aspects and tangible aspects) on satisfaction and guest loyalty in the hotel industry in the COVID-19 pandemic era. Design/methodology/approach A total of 130 guests in the hotel were selected purposively in Iraq. Data from self-administered questionnaires were analyzed through the VB-SEM statistical technique using Smart-PLS software towards testing the hypotheses. Findings The findings indicated that perceived service quality influences satisfaction and guest loyalty of guests in the hotel. This study reveals that human aspects, technical aspects and tangible aspects directly positively affect satisfaction and guest loyalty in the hotel industry. Originality/value This study highlights that perceived service quality (human aspects, technical aspects and tangible aspects) are vital and practical strategic tools that could be positioned to accelerate guest loyalty in the hotel industry. Furthermore, satisfaction mediates the relationship between human aspects, technical aspects, tangible aspects and guest loyalty.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Child helplines: how social support and controllability influence service quality and well-being

2017 ◽  
Vol 31 (4/5) ◽  
pp. 385-396 ◽  
Author(s):  
Willemijn van Dolen ◽  
Charles B. Weinberg
Keyword(s):  
Social Support ◽  
Service Quality ◽  
Structural Equation ◽  
Well Being ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
The Social ◽  
The Impact

Purpose The authors investigate how employee social support impacts children’s perceptions of service quality of a child helpline chat service and the chatters’ immediate well-being. Specifically, the purpose of this study is to examine how action-facilitating support, nurturant support and emotional reflections influence the children and to test whether this impact varies depending upon the controllability of the issues discussed. Design/methodology/approach The authors develop hypotheses about the influence of social support and controllability on children’s perceived service quality and well-being. Chat conversations are coded on the social support given by the employee and the controllability of the issue. Questionnaires are collected to measure children’s service quality and well-being. Using structural equation modeling, hypotheses are tested with a sample of 662 children and chat conversations of a child helpline. Findings The study reveals that for children chatting about controllable issues, nurturant support and negative emotional reflections negatively influence the immediate well-being of these children. Positive emotional reflections positively influence immediate well-being. For children chatting about uncontrollable issues, nurturant support and negative emotional responses positively influence the perceived service quality. Originality/value This study contributes to the services marketing literature by broadening the current understanding of the impact of social support on children’s service quality perceptions and well-being, and by showing how this impact is moderated by the level of controllability of the issue discussed.

scholarly journals The impact of consumer knowledge on profitable consumer loyalty through perceived service quality and psychological involvement in non-profit sport clubs

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohsen Behnam ◽  
Do Young Pyun ◽  
Jason P. Doyle ◽  
Vahid Delshab
Keyword(s):  
Knowledge Management ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Consumer Knowledge ◽  
Content Type ◽  
Non Profit ◽  
Perceived Service Quality ◽  
Sport Clubs ◽  
The Impact

PurposeThe purpose of this research was to test the influence of consumer knowledge management on attitudinal and behavioral loyalty through service quality and psychological involvement.Design/methodology/approachThe participants (N = 396) were recruited through a convenience sampling technique from non-profit sport clubs in Iran. Data were analyzed with the Structural Equation Modeling using Mplus 7.4.FindingsThe results revealed that the effects of service quality on psychological involvement were dependent on consumer knowledge management. Furthermore, there were the mediating effects of service quality and psychological involvement in the relationships between the consumer knowledge management and loyalty.Practical implicationsThe research findings provide valuable insights for non-profit sport club managers seeking to better attract and retain their consumers by demonstrating the importance of investing in consumer knowledge management initiatives. Managers should thus integrate knowledge orientation into their marketing and relationship management strategies and apply the strategy into consumer knowledge within club services.Originality/valueThis study empirically highlights the important role of knowledge from, for and about the consumer on perceived service quality and loyalty building among the non-profit consumer base.

Occupant satisfaction on facility services: case studies of six multi-generational condominiums

Facilities ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chaiwat Riratanaphong ◽  
Sorawis Limjaroensuk
Keyword(s):  
Service Quality ◽  
Case Studies ◽  
Physical Environment ◽  
Age Groups ◽  
Facilities Management ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Common ◽  
The Impact ◽  
Occupant Satisfaction

Purpose Feedback from condominium occupants on multi-generational condominium facility services makes it possible to identify areas in need of improvement and development concerning facilities management in this residential project type. This paper aims to examine behaviours, needs, preferences and patterns of space use in condominium occupants from three different age groups (under 30, 30 to 50 and over 50 years old) relative to their satisfaction with facility services. The paper examines the impact of the physical environment and facility service arrangement (i.e. cleaning and security) on occupant satisfaction in the common areas of six multi-generational condominiums and investigates whether occupant satisfaction varies between the three age groups. Design/methodology/approach Six case studies classified as multi-generational condominiums were conducted. Research methods included document analysis, field surveys, interviews with juristic person managers and surveys from condominium occupants regarding their satisfaction with cleaning and security services in the common areas. The findings were then applied one-way ANOVA to test occupant satisfaction mean differences between age groups. Findings The findings indicate that physical environment characteristics including the location, size, number and design attributes of common areas have an impact on the provision of facility services and may influence occupant satisfaction. In terms of the facility service arrangement, both the service method and the ratio of staff to areas of responsibility can be explained in connection to functional and technical quality, respectively. Occupants’ demands and behaviours, such as the strong requirement for privacy, the preference towards service staff accessibility and the frequency of space usage, contribute to different levels of occupant satisfaction. Research limitations/implications More case studies in Thailand and also in other countries, based on surveys with large samples of respondents, are required to increase the validity and to establish whether it is possible to generalise the study’s findings. Practical implications The findings and reflections upon them help understand the impact of physical environment characteristics and the provision of facility services on occupant satisfaction in various age groups. Recommendations are provided concerning building design and the provision of facility services in connection to perceived service quality and occupant satisfaction in multi-generational condominiums in Thailand that can apply to other types of real estate projects where similar facility services are offered. Originality/value This paper contributes to research on occupant satisfaction with facility services and provides evidence on occupants’ feedback in different types of perceived service quality (i.e. technical and functional quality). Identifying the impact of physical environment characteristics, facility service arrangements and occupant behaviours on occupant satisfaction with the technical and functional aspects of facility services contributes to the body of research on facilities management.

scholarly journals Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters

2015 ◽  
Vol 29 (2) ◽  
pp. 93-102 ◽  
Author(s):  
Piyush Sharma ◽  
Zhan Wu
Keyword(s):  
Service Quality ◽  
Intercultural Competence ◽  
Cultural Distance ◽  
Service Encounters ◽  
Content Type ◽  
Service Employees ◽  
Perceived Service Quality ◽  
Consumer Ethnocentrism ◽  
Perceived Cultural Distance ◽  
The Impact

Purpose – This paper aims to explore the moderating effects of consumer ethnocentrism and intercultural competence on the impact of service outcome and perceived cultural distance, respectively, on interaction comfort and perceived service quality in intercultural service encounters. Design/methodology/approach – A 2 × 2 between-subjects experimental design with university students was used, using service encounter scenarios to manipulate service outcome (failure or success) and photos of service employees to manipulate perceived cultural distance (low vs high). Findings – As hypothesized, the impact of service outcome on interaction comfort and perceived service quality is moderated negatively by consumer ethnocentrism, whereas the impact of perceived cultural distance is moderated positively by intercultural competence. Research limitations/implications – An experimental design using imaginary service scenarios was used in a single service context (i.e. restaurant) with university students as participants, which may restrict the generalizability of our findings. Practical implications – Managers in service firms with multicultural customers should try to recruit service employees with high intercultural competence and low consumer ethnocentrism. They should also develop employee training programs that help minimize the adverse impact of these variables on interaction comfort and service quality in intercultural service encounters. Originality/value – This paper extends prior research by exploring the moderating effects of consumer ethnocentrism and intercultural competence on the direct and indirect effects of service outcome and perceived cultural distance on interaction comfort, service quality and satisfaction.

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tat-Huei Cham ◽  
Jun-Hwa Cheah ◽  
Hiram Ting ◽  
Mumtaz Ali Memon
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Behavioural Intention ◽  
Destination Image ◽  
Related Factors ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship

PurposeDespite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.Design/methodology/approachData was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsThe findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.Originality/valueThis study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.

scholarly journals Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia

2019 ◽  
Vol 5 (1) ◽  
pp. 62-74
Author(s):  
Ali Shafiq ◽  
Md Imtiaz Mostafiz ◽  
Mutsumi Taniguchi
Keyword(s):  
Service Quality ◽  
Geographical Area ◽  
Hotel Industry ◽  
Small Population ◽  
Content Type ◽  
Perceived Service Quality ◽  
Gen Y ◽  
Niche Area ◽  
Klang Valley ◽  
Near Future

Purpose The purpose of this paper is to use SERVQUAL to measure Generation Y’s (Gen Y) perceived service quality and its effects on their satisfaction toward the Malaysian hotel industry. Design/methodology/approach The required data were collected through questionnaire, distributed to 200 respondents in four areas of Klang Valley. The collected data were put through multiple regression to identify the effect of SERVQUAL dimensions on service quality. Findings The results reveal that all the elements of SERVQUAL, except tangibility, had a significant and positive relationship with customer satisfaction. Research limitations/implications It is a niche area research which is done on a small population in a specified geographical area within Malaysia, though its research implications are significant and add significantly to the tourism literature with respect to Gen Y. Practical implications This research holds importance in the growing service tourism and hoteling industry in Malaysia, where Gen Y holds a key economic position and is predicted to grow even further in the near future. Originality/value It is a niche area research done on very specific consumers in Malaysia. It, therefore, adds to the emerging field of tourism in relation to Gen Y.

Examining consumer affective goal pursuit in services

2019 ◽  
Vol 32 (6) ◽  
pp. 1177-1193
Author(s):  
Cheng Lu Wang ◽  
Ying Jiang
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Goal Pursuit ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship ◽  
Consumption Goals ◽  
Practical Implications

Purpose The purpose of this paper is to investigate how consumers’ affective goal pursuit influences the relationship between their affect and satisfaction in services. In particular, it examines when affect can directly influence satisfaction and when such an impact is mediated by perceived service quality. Design/methodology/approach This research explores consumers’ consumption goals in three different service contexts, i.e., a primarily pleasure-seeking hedonic service context, a primarily arousal-seeking hedonic service context and a utilitarian (non-affect-seeking) service context. Findings Results from two studies show that the primary affective consumption goal determines which specific affect can directly influence satisfaction. Other desirable non-primary affect influences satisfaction through the mediation of perceived service quality. Research limitations/implications This research focuses on the service contexts in which consumers’ primary consumption goals vary. Further research may focus on the priority and strength of a consumer’s various consumption goals in different services and study how the priority and strength of different consumption goals determine how affect influences quality and satisfaction. Practical implications The study provides several insights for service providers and retailers to recognize that consumers’ primary consumption goals may vary in different service contexts, for different consumers, and even at different usage situations. Accordingly, marketers need to develop different strategies for consumer with different goal pursuit in services. Originality/value While the literature has documented that consumer affect influences consumer satisfaction in general, it is unclear how different consumption goals influence the impact of affect on satisfaction. This research contributes to the consumer goal literature by demonstrating the importance of primary consumption goals in the post-consumption evaluation of services.

scholarly journals Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

2021 ◽  
Vol 33 (7) ◽  
pp. 193-221
Author(s):  
Maria Palazzo ◽  
Pantea Foroudi ◽  
Maria Antonella Ferri
Keyword(s):  
New York ◽  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Complex Analysis ◽  
Hotel Industry ◽  
Negative Relationship ◽  
Content Type ◽  
Perceived Service Quality ◽  
Study Results

Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

Customers’ value co-creation with healthcare service network partners

2019 ◽  
Vol 29 (3) ◽  
pp. 309-328 ◽  
Author(s):  
Jiyoung Kim
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Service Providers ◽  
Group Analysis ◽  
The Body ◽  
Equation Modeling ◽  
Service Network ◽  
Content Type ◽  
Perceived Service Quality ◽  
Service Value

Purpose The purpose of this paper is to identify customers’ service network partners in medical encounters and demonstrate the extent to which customers’ evaluation of each co-creation practice with their service network partners affects their perceived service quality and satisfaction. In addition, the moderating effect of patient age is examined. Design/methodology/approach By using a field survey, data collected from 164 inpatients were examined through structural equation modeling and multi-group analysis. Findings The value-creating activities of customers with service providers, companions and other customers during healthcare service encounters have a positive effect on their perception of service quality and satisfaction related to behavioral intentions. Co-creating with service value network partners has a greater impact on perceived service quality and service satisfaction for patients aged 60 or older. Research limitations/implications By focusing on participants in customers’ service value co-creating networks, this study contributes to the body of knowledge by confirming the importance of each actor and analyzing customers’ value co-creating activities. Originality/value This is the first study to show that when customers’ level of involvement is high, such as in healthcare services, their value-creating activities when interacting with medical staff, companions and other patients positively affect perceived service quality and satisfaction.

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