Service quality benchmarking of amusement parks using a hybrid approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James
Keyword(s):  
Service Quality ◽  
Hybrid Approach ◽  
Quality Attributes ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Tourist Destinations ◽  
Amusement Parks ◽  
Order Preference ◽  
Topsis Technique

PurposeThe purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.Design/methodology/approachA hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), is applied for service quality benchmarking.FindingsAmusement parks are centers of attraction at various tourist destinations across the world. Their service quality is constituted by the attainment of certain quality attributes that varies with different parks. For sustaining in the industry, the managers of the parks need to have a good overview of the practices followed by them and their competitors that necessitate benchmarking of the service quality.Practical implicationsThe developed framework using the hybrid methodology of AHP and TOPSIS can be applied for comparing different amusement parks based on quality attributes, which will help the organizers in improving their service quality.Originality/valueThe paper identifies various service quality attributes of amusement parks and an evaluation scheme for those attributes had been developed. Based on these, a framework had been developed for benchmarking of service quality of different amusement parks.

Promoting ILL/DD within the Jiangsu Academic Library & Information System in China by small consortia

2015 ◽  
Vol 43 (4) ◽  
pp. 182-188 ◽  
Author(s):  
Qingkui Xi ◽  
Qian Zhang ◽  
Feng Ni ◽  
Guiting Cha ◽  
Ping Bao
Keyword(s):  
Information System ◽  
Service Quality ◽  
Resource Sharing ◽  
Academic Library ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Document Delivery ◽  
Work Effectiveness ◽  
Hierarchy Process

Purpose – This paper aims to describe and analyse the interlibrary loan and document delivery (ILL/DD) in university libraries in Jiangsu Province, China, and to evaluate the service quality of one library as an example of how to improve. Design/methodology/approach – This paper first describes the ILL/DD of the Jiangsu Academic Library & Information System (JALIS). It then provides an analysis of the problems in JALIS ILL/DD and gives some suggestions for improvement. Finally, it evaluates the service quality of one library’s ILL/DD based on the analytic hierarchy process (AHP). Findings – It is found that JALIS ILL/DD can be done better via small consortia and discipline centres, and that AHP can be used to evaluate the service quality of a library’s ILL/DD. Social implications – More patrons can access better service, and the work effectiveness of librarians can be improved. Originality/value – This paper is helpful to librarians interested in ILL/DD or resource sharing in China.

Case studies and comparison between two models for assessing library service quality

2018 ◽  
Vol 36 (6) ◽  
pp. 1099-1113 ◽  
Author(s):  
Qingkui Xi ◽  
Heng Zhao ◽  
Yitao Hu ◽  
Yunjuan Tong ◽  
Ping Bao
Keyword(s):  
Service Quality ◽  
Case Studies ◽  
Evaluation Model ◽  
University Libraries ◽  
Library Service ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Chinese University ◽  
Set Up

Purpose This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two assessment models. Design/methodology/approach First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared. Findings The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves. Originality/value This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.

scholarly journals Tourists Perception Towards Tourist Satisfaction in Pangandaran Beach, West Java, Indonesia

2019 ◽  
pp. 1-9
Author(s):  
Lisa Ratnasari ◽  
Bernard Hasibuan ◽  
Ninin Gusdini
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Information Service ◽  
Quality Attributes ◽  
West Java ◽  
Tourist Destinations ◽  
Tourist Satisfaction ◽  
Potential Gain ◽  
Beach Tourism

Pangandaran Regency has quite diverse tourist destinations ranging from beach tourism, cave tourism, cultural tourism and others. Pangandaran Beach is one of the tourist destinations in the Regency of Pangandaran, West Java, from sources of the Tourism Office and Pangandaran Culture it can be seen that the level of tourist visits to Pangandaran Beach from 2016 to 2017 has decreased for international tourists while experiencing an increase for domestic tourists. Therefore, it is necessary to conduct research aimed to determine the perceptions of tourists to improve the quality of management services in Pangandaran Beach tourist destination. The method used is the servqual method and PGCV (Potential Gain Customer Value). The servqual method aims to see the service quality attributes that need to be improved and the PGCV method aims to complete the analysis results of servqual by determining the priority of improvements that must be done based on the PGCV index. Based on the results of the analysis, there are 5 service quality attributes that need to be improved, such as attractions displayed, providing updated information about upcoming events, integrated information service center on children and lost items, sound notification of danger in the coastal area and the availability of integrated service posts around the beach.

Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

2020 ◽  
Vol 14 (2) ◽  
pp. 225-237
Author(s):  
Lamya Lari ◽  
Fauzia Jabeen ◽  
Shilpa Iyanna
Keyword(s):  
Service Quality ◽  
Cultural Context ◽  
Theme Park ◽  
Theme Parks ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Park Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context. Design/methodology/approach An extensive literature review was conducted to identify service quality dimensions in theme parks in an Islamic cultural context, and a survey tool was used to explore visitors’ opinions of the most important dimensions and sub-dimensions. An analytic hierarchy process was used to prioritise the main criteria and sub-criteria of dimensions of theme park service quality in the United Arab Emirates (UAE). The study identified four main criteria and 24 sub-criteria of service quality for the theme park industry from an Islamic perspective. Findings Consumables quality and physical environment quality were the top priorities under the main criteria. Availability of halal food was the most important sub-criteria of service quality in theme parks in the UAE, followed by price of food and beverages and staff attitude and behaviour in equal second place, and then quality of food and beverages and quality of facilities, again with equal scores. Research limitations/implications The study focused on tourists visiting an emerging country, and the results therefore cannot be generalised to other cultural contexts. This study has developed a comprehensive model of theme park service quality using a hierarchical method. This included both general and Islamic service quality dimensions. This study, therefore, contributes to the “Islamic tourism” literature by identifying the importance of Islamic attributes in evaluating service quality of theme parks in Islamic countries. Practical implications The outcome of the study will provide local and international theme parks with explicit ideas about the service quality dimensions that are important in an Islamic cultural context. This will help them to prioritise the critical service quality dimensions, and eventually contribute to the successful management of theme parks. Originality/value This study offers new insights into the dimensions of service quality of theme parks in an Islamic cultural context.

Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kai-Chieh Hu ◽  
Kai-Chieh Chia ◽  
Mingying Lu ◽  
Ya-Lan Liang
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Quality Attributes ◽  
Home Delivery ◽  
Kano Model ◽  
Content Type ◽  
Goal Difficulty ◽  
Quality Aspects ◽  
Logistics Services

PurposeThe purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.Design/methodology/approachThe study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.FindingsThe three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.Originality/valueThe study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.

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.

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.

A grey STA-GERT quality evaluation model for complex products based on manufacture-service dual-network

2014 ◽  
Vol 4 (2) ◽  
pp. 195-206 ◽  
Author(s):  
Ruiting Xu ◽  
Zhigeng Fang ◽  
Jinyu Sun
Keyword(s):  
Evaluation Model ◽  
Estimation Method ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Complex Products ◽  
Reasonable Approach ◽  
Estimate Quality ◽  
Grey Number ◽  
Hierarchy Process

Purpose – The purpose of this paper is to find out a scientific method to evaluate quality of complex products, whose quality is different from general products. Design/methodology/approach – Based on interval grey number theory, reliability analysis method and stochastic network theory, authors have established grey success tree analysis-graph evaluation and review technique (GSTA-GERT) model in this paper. Findings – Comparing complex products and general products, authors have found that complex products have two characters, i.e. quality of manufacture and quality of service. Furthermore, this paper has proved the GSTA-GERT model is a scientific and reasonable approach to estimate quality of complex products from the sight of manufacture-service network. Originality/value – This paper has established GSTA-GERT model, which surmounts the defect of traditional estimation method, such as lacking logic analysis in the method of analytic hierarchy process.

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