Service quality evaluation of automobile garages using a structural approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James ◽  
Jasmin James
Keyword(s):  
Graph Theory ◽  
Service Quality ◽  
Quality Index ◽  
Service Industry ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
Service Quality Evaluation ◽  
Practical Implications

PurposeThe purpose of this paper is to evaluate the service quality automobile garages through development of a service quality index based on the factors influencing service quality.Design/methodology/approachA structural methodology of graph theory and matrix approach is applied for developing the service quality index.FindingsThe automobile maintenance can be considered as a service industry and in order to sustain in the competitive business environment, the service providers must ensure quality in their services. There are several factors that influence the service quality. Each factor is comprised of several sub-factors. Moreover, the factors are interrelated with each other. Modelling of these factors and their interrelations with due consideration of their structure is accomplished through the graph theory. The directed graph (digraph) of the service quality is defined; the nodes of this symbolize the quality influencing factors, while the edges represent their degrees of interrelationships. An equivalent matrix developed from the digraph establishes a service quality function which leads to evaluation of service quality index (SQI). A greater value of the service quality index displays that the organization and functioning of the garage is adequate.Practical implicationsThe methodology can be applied for evaluating as well as comparing service quality of different garages. The observations would be helpful to the managers the garages to make strategies for improving their service quality.Originality/valueThe paper establishes the interrelations among various factors that influence the service quality at automobile garages and develop a numeric index for the evaluation of the same.

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

2020 ◽  
Vol 35 (11) ◽  
pp. 1831-1847 ◽  
Author(s):  
Houriyeh Dehghanpouri ◽  
Zeynab Soltani ◽  
Reza Rostamzadeh
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

Service quality and global competitiveness: evidence from global service firms

2017 ◽  
Vol 27 (6) ◽  
pp. 1058-1080 ◽  
Author(s):  
Wenbin Sun ◽  
Jing Pang
Keyword(s):  
Service Quality ◽  
Service Industry ◽  
Situational Factors ◽  
Service Firms ◽  
Moderating Effects ◽  
Multiple Sources ◽  
Content Type ◽  
Global Competitiveness ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this paper is to explore the relationship between service quality and firms’ global competitiveness in the service industry. A set of moderating effects is formulated to further reveal how the relationship varies under different situations. Design/methodology/approach This paper tests the model with data collected from multiple sources such as World’s Most Admired Companies and COMPUSTAT. Two types of robust regressions for panel data are employed in the empirical model estimation. Findings Service quality is found to significantly drive global competitiveness. Specifically, its impact is stronger for large service firms and when the global environment is characterized as low munificence, high dynamism, or high complexity. Practical implications The paper provides a set of implications for managers of service firms regarding global expansion and quality management. It generates useful guidelines of maximizing the power of service quality when a firm’s global competitive advantage is considered. Originality/value This paper takes the first attempt to formulate service quality’s influence on firm’s global competitiveness with a consideration of specific situational factors.

A tabulation of information technology and consumer behavior in hospitality revenue management research

2020 ◽  
Vol 11 (3) ◽  
pp. 575-587
Author(s):  
Tevfik Demirciftci ◽  
ChihChien Chen ◽  
Mehmet Erdem
Keyword(s):  
Information Technology ◽  
Consumer Behavior ◽  
Revenue Management ◽  
Design Methodology ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
The Past ◽  
Consumer Perspective ◽  
Practical Implications

Purpose The purpose of this paper is to present an overview of revenue management (RM) studies that focus on information technology (IT) and consumer behavior published between 2008 and 2018. Design/methodology/approach In total, 112 articles published in 17 journals were identified and analyzed. Findings This study shows the importance of IT and RM and focuses on the consumer perspective. It also emphasizes that technology is not the enemy of humans: it complements and adds value to their existing jobs. Research limitations/implications Book chapters and conference proceedings related to IT and RM were not included in this study. Besides, only journal papers published in English were included in the study. The categorizing of subjects can be seen as subjective. Practical implications This study helps researchers discover articles from 2008 to 2018 and helps hospitality executives interested in RM technologies from the demand side to use these findings in their business environment. Originality/value Based on the interaction between service providers (hotels) and users (consumers) on IT and RM platforms, the paper identified eight key components that have been relevant over the past decade.

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.

Quality, satisfaction and loyalty indices

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

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

What drives customers towards mobile shopping? An integrative technology continuance theory perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nikunj Kumar Jain ◽  
Dimple Kaul ◽  
Priyavrat Sanyal
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Perceived Usefulness ◽  
Mediating Effect ◽  
Mobile Service ◽  
Content Type ◽  
Mobile Shopping ◽  
Post Purchase ◽  
Practical Implications ◽  
Shopping Satisfaction

PurposeExisting studies examine the effect of mobile service quality (M-S-QUAL) on shoppers' intent to continue mobile shopping using various theoretical lenses to understand its underlying factors. However, there is limited research focusing on combining theories to integrate the understanding of the factors that contribute to continuance intention of customers towards mobile shopping. This study integrated M-S-QUAL, the technology adoption model (TAM) and technology continuance theory (TCT) to test our proposed conceptual model of mobile shopping useDesign/methodology/approachEmpirical data from a survey of 193 respondents who frequently make purchases using mobile and its applications were analysed using partial least squares based on structural equation modelling (PLS-SEM).FindingsThis study found that M-S-QUAL and perceived usefulness (PU) positively influence shopping satisfaction and CI. PU and innovativeness, positively affect shopping satisfaction and CI. The study also found support for the mediating effect of satisfaction between M-S-QUAL and PU with CI.Research limitations/implicationsThis study contributes to TCT by incorporating pre-purchase and post-purchase dimensions for mobile shopping through applications. Pre-purchase variables include technology-related and innovativeness-related features. In contrast, post-purchase variables include the service quality of forward and reverse logistics.Practical implicationsThe service providers should focus on technology and innovativeness to increase the continuing intent of shoppers through mobile applications.Originality/valueThis study validates fulfilment, responsiveness and contact as key determinants of service quality in mobile shopping. It also identifies the practical implications to the managers for improving service quality, innovativeness and the PU of mobile shopping to retain customers.

What should services for people with autism look like?

2015 ◽  
Vol 1 (1) ◽  
pp. 41-46 ◽  
Author(s):  
Carol Povey
Keyword(s):  
Quality Of Life ◽  
Design Methodology ◽  
Service Providers ◽  
Autism Spectrum ◽  
Content Type ◽  
Individual Needs ◽  
Minimal Research ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the key components and approaches which contribute to good autism services. Design/methodology/approach – This paper reviews some of the literature around quality of life in autism services and describes the approach taken by The National Autistic Society. Findings – There is minimal research to enable service providers to shape their services according to what is most important for people with autism. The SPELL framework used by The National Autistic Society provides an approach which can be adapted to individual needs. Good autism services need to be based on a sound and practical understanding of autism. Practical implications – People on the autism spectrum should be involved in determining what outcomes are most important to them, and services should then be based around those needs. Services therefore need to be individualised and person centred, underpinned by an in-depth knowledge and understanding of autism. Originality/value – This review highlights the importance of people being involved in determining what is important to them and how services which support them should be shaped and delivered.

Understanding the normative expectations of customers toward Buddhism-themed hotels

2015 ◽  
Vol 27 (7) ◽  
pp. 1409-1441 ◽  
Author(s):  
Kam Hung ◽  
Sha Wang ◽  
Chaohua Tang
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Quality Model ◽  
Global Marketing ◽  
Content Type ◽  
Customer Expectations ◽  
Wide Range ◽  
Normative Expectations ◽  
Practitioner Perceptions ◽  
Practical Implications

Purpose – This study aims to understand the normative expectations of travelers on the services and experiences provided by Buddhism-themed hotels as well as how service providers perceive such expectations. The growth of religion-themed hotels in China follows a larger and more generalized global marketing trend in terms of providing tourists and consumers with “themed” experiences. Design/methodology/approach – Using the service quality model, this study investigates these expectations of Buddhism-themed hotels in China. The Delphi method was used with two expert panels, namely, travelers and tourism/hotel practitioners. Preliminary interviews revealed 98 normative expectations from Buddhism-themed hotels. Two sets of Delphi questionnaires were used to compare tourist expectations with practitioner perceptions. Findings – Results show a wide range of expectations of travelers staying in Buddhism-themed hotels. They also reveal how the expectations of the two groups aligned as well as differed. Research limitations/implications – This study extends the application of the service quality model to the context of religion-themed hotels. As this study adopted the Delphi technique through criterion sampling, future studies should use a larger random sample to verify the results of this study. Practical implications – The results help religion-themed hoteliers to understand their customer expectations better. Originality/value – Given the lack of studies on religion-themed hotels, especially on the gap between tourist expectations and service providers’ perceptions, this study is a timely contribution to improve the understanding on the needs and expectations of customers when visiting religion-themed hotels.

The value of guarantee in service e-commerce

2015 ◽  
Vol 6 (1) ◽  
pp. 82-102 ◽  
Author(s):  
Haichao Zheng ◽  
Jui-Long Hung ◽  
Zhangxi Lin ◽  
Jing Wu
Keyword(s):  
Service Quality ◽  
Business Performance ◽  
Design Methodology ◽  
Service Providers ◽  
The Internet ◽  
Content Type ◽  
Face To Face ◽  
Service Guarantee ◽  
Effective Choice ◽  
Practical Implications

Purpose – The purpose of this paper is investigating the value of service guarantee (SG) program in Service e-Commerce (SeC) which is one resolution to promote service transactions. SeC is emerging as a booming form of e-commerce where various services are contracted, managed, sold and even delivered via the Internet. However, the uncertainty of service quality and the heterogeneity of buyer preferences have been major challenges to sustainable development of SeC. Design/methodology/approach – This study uncovered the value of SG in SeC by empirically analyzing the data collected from zhubajie.com, a well-known service e-marketplace in China, to classify the service providers, to indentify the predictors for SG subscription and to study the effects of SG on service providers’ business performance and service quality. Findings – The authors found that the distribution of service provisions is diversified in terms of low-success, mid-success and high-success providers, while proactive or high ability-ranking providers consistently tend to subscribe to SG program. The study revealed that SG has diverse effects on business performance for low-success and mid-success providers. For high-success providers, it seems to not be an effective choice for transaction promotion. Finally, the results showed that SG marginally improved service quality. Practical implications – This research provides some practical implications for SeC markets to improve SG program. In addition, the results also help service providers to understand the value of SG in depth. Originality/value – This article extended the research of SG from the traditional offline market to the online market, as with SeC, in which transactions are conducted without face to face contact.

An intelligent case-based knowledge management system for quality improvement in nursing homes

2018 ◽  
Vol 48 (1) ◽  
pp. 103-121 ◽  
Author(s):  
King Lun Tommy Choy ◽  
Kai Yuet Paul Siu ◽  
To Sum George Ho ◽  
C.H. Wu ◽  
Hoi Yan Lam ◽  
...  
Keyword(s):  
Service Quality ◽  
Training Program ◽  
Nursing Staff ◽  
Service Providers ◽  
Term Care ◽  
Content Type ◽  
Knowledge Based ◽  
Case Based

Purpose This paper aims to maintain the high service quality of the long-term care service providers by establishing a knowledge-based system so as to enhance the service quality of nursing homes and the performance of its nursing staff continually. Design/methodology/approach An intelligent case-based knowledge management system (ICKMS) is developed with the integration of two artificial intelligence techniques, i.e. fuzzy logic and case-based reasoning (CBR). In the system, fuzzy logic is adopted to assess the performance through the analysis of the long-term care services provided, nurse performance and elderly satisfaction, whereas CBR is used to formulate a customized re-training program for quality improvement. A case study is conducted to validate the feasibility of the proposed system. Findings The empirical findings indicate that the ICKMS helps in identification of those nursing staff who cannot meet the essential service standard. Through the customized re-training program, the performance of the nursing staff can be greatly enhanced, whereas the medical errors and complaints can be considerably reduced. Furthermore, the proposed methodology provides a cost-saving approach in the administrative work. Practical implications The findings and results of the study facilitate decision-making using the ICKMS for the long-term service providers to improve their performance and service quality by providing a customized re-training program to the nursing staff. Originality/value This study contributes to establishing a knowledge-based system for the long-term service providers for maintaining the high service quality in the health-care industry.

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