Performance-based service quality model in postgraduate education

2017 ◽  
Vol 34 (5) ◽  
pp. 626-648 ◽  
Author(s):  
Magdy A. Khalaf ◽  
Nevien Khourshed
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Postgraduate Education ◽  
Point Of View ◽  
Survey Method ◽  
Quality Model ◽  
Content Type ◽  
Postgraduate Students ◽  
Validity Tests

Purpose The purpose of this paper is to promote and analytically verify an advanced assessment design to evaluate service quality (SQ) especially in postgraduate higher education. Design/methodology/approach This research adopts a quantitative approach through a survey method. A structured questionnaire was designed as a means for collecting data. Data were collected from 182 postgraduate students in an Egyptian higher education university. Data were examined by exploratory factor analysis to pinpoint the main irregularities explained by the extracted factors. Then, confirmatory factor analysis was carried out to filter the ratios and empirically test the assessment efficiency of the developed model. Findings The final model consists of 33 items loaded into eight dimensions for measuring performance-based SQ of the postgraduate higher education. The results are satisfactory in terms of unidimensionality, trustworthiness, and validity tests. Research limitations/implications Although the empirical results are significant, a comparative study can identify relative strengths and weaknesses of this model. Practical implications For improving postgraduate higher education institutions’ quality, this paper highlights some dimensions and attributes that should be considered. Originality/value The literature proposes that there is an opportunity to handle SQ from the point of view of postgraduate students covering different contexts to further build a more comprehensive structure specifically for postgraduate higher education SQ. This paper deals with this research gap with analytical confirmation within the context of postgraduate programs in an Egyptian university.

P-TRANSQUAL: a service quality model of public land transport services

2015 ◽  
Vol 32 (6) ◽  
pp. 534-558 ◽  
Author(s):  
I Gede Mahatma Yuda Bakti ◽  
Sik Sumaedi
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Public Transport ◽  
Survey Method ◽  
Public Land ◽  
Quality Model ◽  
Content Type ◽  
Transport Services ◽  
The Stability

Purpose – The purpose of this paper is to test a model of service quality of public land transport services, especially paratransit services. Design/methodology/approach – This study used quantitative approach. Data were collected through a survey method using questionnaire. The respondents of the study are 880 passengers of paratransit services in Indonesia. Exploratory factor analysis and confirmatory factor analysis were performed in order to identify the dimensions of service quality and test the convergent and discriminant validity of the dimensions. Cronbach’s α analysis was carried out to test the reliability of the dimensions. In addition, criterion-based validity and the stability of the service quality model were also tested. Findings – A model of service quality of public land transport, namely P-TRANSQUAL, was tested. P-TRANSQUAL consists of four dimensions, which are comfort, tangible, personnel, and reliability. The model has been proven to have good validity, reliability, and stability for measuring service quality of paratransit services in Indonesia. Research limitations/implications – This research was carried out in a single developing country, namely Indonesia. Hence, the stability of the model needs to be tested in different cultures. Practical implications – Public transport managers can use P-TRANSQUAL to monitor, measure, and improve the service quality of the public transport they manage. Originality/value – This paper has tested a new model of service quality for public transport services, especially paratransit services.

scholarly journals Determinants of Courier Service Quality in e-Commerce from Customers’ Perspective

2020 ◽  
Vol 24 (2) ◽  
pp. 137 ◽  
Author(s):  
Aleksandra Gulc
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Point Of View ◽  
Survey Method ◽  
Future Research ◽  
Original Research ◽  
Visual Identification ◽  
Courier Service ◽  
Key Dimensions ◽  
Customers Perspective

<p><strong>Purpose:</strong> In recent years, the increasing popularity of e-commerce has become a driving force behind the development of courier service both in Poland and worldwide. In order to face growing competition on courier market and meet clients’ expectations, one of the crucial strategic goal of courier operators is to provide high quality service. The aim of the article is to identify and classify the key factors which determine the perception of courier service quality by customers shopping online.</p><p><strong>Methodology/Approach:</strong> The first part of paper is focused on the literature review concerning the determinants of courier service quality from customers’ perspective. Next, a survey method was used to collect data among customers using courier service while shopping online in Poland. Finally, the exploratory factor analysis was used to indicate the key dimensions and factors effecting the courier service quality perceived by customers.</p><p><strong>Findings:</strong> The article presents the complex review of literature concerning determinants of courier service and the original scale, which can be used to measure courier service quality. The results of author’s empirical research indicated that, the key dimensions effecting courier service quality from the customers point of view were: Reliability, Visual Identification, Service Complexity, Relational Capital, Social Responsibility, Responsiveness, Technical Quality.</p><p><strong>Research Limitation/implication:</strong> As the reseach aim was to develop the scale of courier service quality, in future research the CFA method (Confirmatory Factor Analysis) should be used to verify the scale. The main limitation of this research concerned a perspective of one stakeholder participating in the process of courier service – e-clients. The further research would be focused on identification of determinants of courier service quality in opinion of online shops and courier companies and development of models resenting the relations between them.</p><strong>Originality/Value of paper:</strong> This paper presents the original research that provides new knowledge about determinants of courier service quality in e-commerce. The literature analysis has shown that the previous research were often fragmentary and situational, but also did not take into account the specificity of e-commerce branch.

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.

Perceived service quality in Indonesian Islamic higher education context

2020 ◽  
Vol 13 (1) ◽  
pp. 107-130
Author(s):  
Nur Asnawi ◽  
Nina Dwi Setyaningsih
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Academic Staff ◽  
Developed Countries ◽  
Two Dimensions ◽  
Survey Method ◽  
Content Type ◽  
Perceived Service Quality ◽  
Level Of Education ◽  
The Difference

Purpose The purpose of this paper is to identify the dimensions of service quality in the context of Islamic higher education (IHE); explain the determinant dimensions of overall perceived service quality (PSQ) according to students; and explains the difference in the level of quality felt by students in each dimension based on gender, year of study and level of education of students in Indonesia. Design/methodology/approach A survey method from 384 questionnaires collected from students in four major cities in Indonesia; 378 questionnaires were declared valid for explanatory analysis using SEM-PLS and t-test. Findings The new model called Islamic Higher Education Service Quality (i-HESQUAL) with seven dimensions of quality that are considered important by students i.e. teaching capability and competence of academic staff (TCC), reliability of service (ROS), reputation of university (REP), responsiveness of employees (RES), empathy of employees (EMP), internalization of Islamic values (IIV) and library service support (LSS). The dimensions that influence the overall PSQ are the IIV and LSS. In addition, students based on the year of study have differences in assessing the dimensions of quality, namely the dimensions of TCC, ROS, IIV, LSS, while the level of education also has differences, especially on the dimensions of ROS, REP and LSS. Research limitations/implications This research was only carried out at four public Islamic universities, for that there is a need for further research in the form of longitudinal studies with different geographical samples e.g. in the perspective of private universities to generalize research results. Practical implications The i-HESQUAL dimensions can be used by IHE managers to measure their performance according to students' perspectives. The two dimensions that determine the overall PSQ should be IHE's strategic advantages and the dimensions that do not affect the overall PSQ are feedback to identify weaknesses. Originality/value These findings contribute to PSQ research in the context of IHE, which operates on the values and culture that surrounds it (Islamic culture), while most of the previous research was conducted in the context of developed countries with a secular education system.

A two-phase multiobjective optimization for benchmarking and evaluating service quality in banks

2018 ◽  
Vol 11 (4) ◽  
pp. 446-470 ◽  
Author(s):  
Femi Emmanuel Ayo
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Multiobjective Optimization ◽  
Optimization Model ◽  
Influential Factors ◽  
Quality Model ◽  
Two Phase ◽  
Content Type ◽  
Banking Service ◽  
Reliable Scale

PurposeService quality is an evaluation of how well a delivered service meets customers’ expectations. The purpose of this paper is to provide a reliable scale of measurement for service quality in banks.Design/methodology/approachThe SERVQUAL model was adopted based on a Banking Service Quality (BSQ) model and a two-phase multiobjective optimization model was designed. A structured questionnaire with five-point Likert scale was administered with a 93 percent response rate of 270 sample size. A total of 22 variables were considered based on the BSQ model and the significance of these variables to customers’ satisfaction were investigated. Factor analysis was used to extract the most influential factors on the measure of service quality and four factors were selected namely: they deliver when promised, precision on account statements, queues that move rapidly and sufficient number of ATMs per branch. In order to determine the reliability of the multiple Likert questions in the survey, Cronbach’sαwas used indicating a scale reliability of 0.743. Moreover, multiple regression analysis was carried out on the selected factors to design an objective function for the design and evaluation of service quality model. The model design used for benchmarking was done using multiobjective genetic algorithm in MATLAB. Similarly, the model evaluation was done in a java interface using multiobjective particle swamp optimization.FindingsThe evaluation results validated the designed model and showed that the factors they deliver when promised and queues that move rapidly are a more reliable scale of measurement for customer’s satisfaction than the factors precision on account statements and sufficient number of ATMs per branch.Research limitations/implicationsThe implication of the results is that effectiveness and assurance combined with access is a more significant factor for measuring customers’ satisfaction than tangibles based on the BSQ model.Originality/valueThe introduction of a two-phase optimization model for model benchmarking and evaluation as compared to ordinary factor analysis of the dimension constructs.

SERVQUAL application and adaptation for educational service quality assessments in Russian higher education

2016 ◽  
Vol 24 (3) ◽  
pp. 329-348 ◽  
Author(s):  
Railya B. Galeeva
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Alternative Methods ◽  
Quality Analysis ◽  
Survey Method ◽  
Educational Service ◽  
Difference Scores ◽  
Content Type ◽  
Quality Assessments

Purpose The purpose of this study is to demonstrate an adaptation of the SERVQUAL survey method for measuring the quality of higher educational services in a Russian university context. We use a new analysis and a graphical technique for presentation of results. Design/methodology/approach The methodology of this research follows the classic SERVQUAL method in terms of data acquisition but provides a new approach for data analysis and presentation of findings. The technique is intended to improve upon the original method by including an importance-quality analysis grid and extending it with an innovative graphical tool for presenting results to decision-makers that is based on area-based ratios rather than difference scores. Findings The report includes survey results of two waves of research conducted in 2009 and 2014. Each wave consisted of 1,000 respondents from 20 branches of study and 11 higher education institutions, respectively. Research limitations/implications It is argued that the SERVQUAL method can be improved significantly with the proposed technique. However, the validity and reliability of the importance, expectation and perception summary scores need to be further investigated. Also, alternative methods for quality assessment (SERVPERF/HEdPERF) should be tested and compared with the modified SERVQUAL method in Russian and other international education contexts. Practical implications Educational service quality assessments allow the management to acquire an image of the overall quality of an institution, as well as its strengths and weaknesses, thereby improving its strategic positioning to make improvements. It is hoped that the proposed improvement to the SERVQUAL technique will increase adoption of the method among academic institutions. Originality/value The improved SERVQUAL methodology demonstrated in this research replaces the widely criticised “difference scores” with an easily applied graphical display. The methodology also incorporates an importance-quality analysis providing a new perspective on the SERVQUAL data. The current findings provide valuable insights into the perceived quality of the Republic of Tatarstan’s higher education system in Russia, as given by its student customers.

Perceived service quality’s effect on patient satisfaction and behavioural compliance

2015 ◽  
Vol 28 (3) ◽  
pp. 300-314 ◽  
Author(s):  
Bahari Mohamed ◽  
Noor Azlinna Azizan
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Quality Model ◽  
Cross Sectional ◽  
Content Type ◽  
Analysis And Design

Purpose – The purpose of this paper is to advance healthcare service quality research using hierarchical component models. Design/methodology/approach – This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses. Findings – The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS. Research limitations/implications – Only one hospital was evaluated. Practical implications – The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design. Originality/value – Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.

Dimensions of service quality in higher education – critical review (students’ perspective)

2018 ◽  
Vol 32 (4) ◽  
pp. 580-605 ◽  
Author(s):  
Pragya Gupta ◽  
Neeraj Kaushik
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Geographical Location ◽  
Reliability And Validity ◽  
Holistic View ◽  
Content Type ◽  
Expert Opinions ◽  
Average Variance ◽  
Quality In Higher Education

Purpose The purpose of this paper is to review the dimensions of service quality used in different countries across the world, especially in the higher education sector. Design/methodology/approach Content analysis is used to get a comprehensive insight of the studies accumulated from some of the selected databases such as Emerald Insight, Ebsco ABI/inform, etc. All these studies are related to the measuring of service quality in higher education. Findings The result of this paper reveals that SERVQUAL is the most widely accepted scale which has its dominance in the higher education setting. The paper focuses on revealing the dimensions which are used in the past studies. The paper notices a huge variation in the items as well as constructs while exploring the dimensions. Further, it is observed that many of the studies considered in this paper picked dimensions from other studies, expert opinions and factor analysis. In addition to this, it is found that different scales are proposed and checked for their reliability and validity through the confirmatory factor analysis. Few studies confirm the validity using average variance extracted (AVE), model fit values and correlations. Practical implications The study will help other researchers to get a summarised form of different dimensions used in the higher education setting. It also points out the essential and common dimensions of similar studies. Further, with different samples and geographical location, it can help us to identify how the dimension varies as we move from one part to another around the globe with different samples. Further, it formulates directions to pick correct combination of scale, administration and methods that are useful in collecting the data and getting the inference out of it under correct settings. Originality/value The summarisation of different studies will help the researchers to have a holistic view of the important studies that took place in the higher education setting.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Financial inclusion through Kiosk-based banking services: a study with reference to business correspondent models in the state of Kerala

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammed Shafi M.K ◽  
M. Ravindar Reddy
Keyword(s):  
Factor Analysis ◽  
Missing Values ◽  
Discriminant Validity ◽  
The State ◽  
Financial Inclusion ◽  
Equation Modeling ◽  
Banking Services ◽  
Content Type ◽  
Shared Variance ◽  
Validity Tests

PurposeThe paper aims to study the outreach and performance of business correspondent (BC) models, which are implemented as a subsidiary agent of banks to accelerate the financial inclusion (FI) mission in India. In this regard, the study illustrates BC's products and services rendered to customers, forms of delivery channels and BC's view on banking services and Kiosk-based BC programs.Design/methodology/approachThe current paper is an empirical study based on surveying 200 Kiosk-based BCs working in the state of Kerala. After the preliminary screening analysis of the data with outlier deletion, removal of missing values and normality test, both exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were executed followed by reliability test, convergent and discriminant validity tests. Covariance-based structural equation modeling (CBSEM) was performed for CFA and inferential tests were carried out by using statistical package for the social sciences (SPSS) and analysis of a moment structures (AMOS) and Eviews.FindingsChiefly, eight operational forms of BCs were found from the field survey. Hypothetical tests show the significant impact of the serviceability of banks on BC's profitability. Validity tests such as average variance extracted (AVE), composite reliability (CR), maximum shared variance (MSV) and average shared variance (ASV) were established after the removal of the cross-loaded items of the questionnaire from the rotated component matrix. BCs perform main banking services especially bank account opening facility and Akshaya E-Centers are widely used for this model as Kiosk banking in the surveyed state.Originality/valueSo far, no study has encompassed empirical research on performance analysis and outreach of the BC model in the state of Kerala where this BC model well functions. Since the study is a novel form of banking channelization for FI, the study can contribute to understanding the further feasibility and future dimension of the model based on experimental views of BCs.

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