Service quality in utility industries: the European telecommunications sector

2014 ◽  
Vol 24 (1) ◽  
pp. 2-22 ◽  
Author(s):  
Vicente Pina ◽  
Lourdes Torres ◽  
Patricia Bachiller
Keyword(s):  
Service Quality ◽  
Labour Force ◽  
Primary Source ◽  
Paper Test ◽  
Content Type ◽  
Telecommunications Sector ◽  
Market Competitiveness ◽  
Long Run ◽  
Telecommunications Services

Purpose – The purpose of this paper is to analyse the economic and technological factors that determine the quality of European telecommunications services. The paper test whether the privatisation, the efficiency and the labour factor of telecommunications operators are determinants of service quality and whether competition, technology and infrastructure investment in the telecommunications sector influence that quality. Design/methodology/approach – The paper use the panel data methodology to analyse the factors that determine the quality of service of telecommunications. Findings – The results indicate that the more efficient the company is, the more quality it will deliver. However, the paper finds no evidence that the privatisation and the restructuring of the labour force of the main telecommunications operators, or the competition, technology and investments in the sector, lead to greater quality. Practical implications – In order to foster higher quality, effective market competitiveness has to be established to avoid benefitting the incumbent company and to make the development of competition possible in the long run. Originality/value – Although previous literature assumes a positive relationship between the performance of privatised companies and quality, this study shows that the privatisation and liberalisation processes do not bring about quality improvements by themselves. The research finds that the efficiency of privatised companies is the primary source of quality.

Creating excellent and competitive motels services

2018 ◽  
Vol 30 (2) ◽  
pp. 836-854 ◽  
Author(s):  
Ching-Chan Cheng ◽  
Cheng-Ta Chen
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Phase Method ◽  
Kano Model ◽  
Two Phase ◽  
Content Type ◽  
Market Competitiveness ◽  
Improvement Strategies ◽  
Willingness To Purchase

Purpose The motel industry in Taiwan is a highly competitive industry, which requires considerable investment and demands innovative services. This paper aims to identify the competitive qualities that urgently require improvement to enhance the service quality of motels using the two-phase method of importance-performance and gap analysis (IPGA) and the Kano model, and develops specific improvement strategies. Design/methodology/approach By questionnaire survey, this study collects 562 valid questionnaires from motels in Taipei City. The IPGA and Kano model are used to identify the service attributes of market competitiveness that urgently require improvement. Findings The results show there are 14 attributes that should be urgently improved, of which four are the attractive qualities of market competitiveness (competitive qualities). This study develops ten improvement strategies, as based on the four competitive qualities, for the reference of the motel industry. Practical implications The results can identify the competitive qualities that require urgent improvement to address the development of improvement strategies for motels. The managers of motels can refer to the ten improvement strategies to create excellent and competitive motel services. Originality/value The results combine “customers’ needs” with “the competitive meanings of quality attributes in the market” under limited resources, to upgrade motel service quality, customers’ willingness to purchase and motel competitiveness.

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.

Macroeconomic determinants of trade openness: empirical investigation of SAARC region

2018 ◽  
Vol 12 (2) ◽  
pp. 151-161 ◽  
Author(s):  
Muhammad Tahir ◽  
SAF Hasnu ◽  
Mario Ruiz Estrada
Keyword(s):  
Regional Cooperation ◽  
Labour Force ◽  
Trade Openness ◽  
Least Square Method ◽  
Least Square ◽  
Content Type ◽  
Currency Exchange ◽  
Long Run ◽  
Macroeconomic Determinants ◽  
The Impact

Purpose Trade openness plays a significant role in the growth process of countries. The purpose of this paper is to examine the impact of macroeconomic determinants on the trade openness of countries. Design/methodology/approach The study focuses on the South Asian Association for Regional Cooperation (SAARC) member countries and the data used were from 1971 to 2011. Panel data econometrics techniques and two stages least square method (TSLS) are used to carry out empirical analysis and robustness testing. Findings The main finding of the paper is that macroeconomic determinants such as investment both in physical and human capital and per capita gross domestic product (GDP) positively affect trade openness. Further, the size of labour force and currency exchange rate has also impacted trade openness negatively and significantly. Practical implications It implies that efficient macroeconomic management matters for higher trade openness. The sampled developing countries are suggested to pay favourable attention to macroeconomic variables if they want to grow in the long run through outward-oriented policies. Originality/value This paper is an original contribution in the context of SAARC countries by focusing on the relationship between macroeconomic determinants and trade openness.

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.

The effect of employee ability, hospital’s ethic and leadership on job satisfaction through employee commitment

2018 ◽  
Vol 37 (1) ◽  
pp. 40-52 ◽  
Author(s):  
Ria Mardiana Yusuf
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Indirect Effect ◽  
Structural Equation ◽  
Health Care Services ◽  
Employee Commitment ◽  
Type A ◽  
Survey Instrument ◽  
Content Type

Purpose The purpose of this paper is to confirm the direct and indirect effect of employee ability, perceived ethic, and leadership and leadership to service quality through employee commitment. Design/methodology/approach A survey instrument is using to collect the data and to measure the effect of employee ability, perceived ethic, and leadership directly to the quality of inpatient health care services was developed. This study also used the self-perception, leadership evaluation and customer evaluation questionnaires. The effects among variables were also analysed by using the structural equation modelling method. Findings The results of the analysis show that the survey instrument was reliable and valid; the implementation of hospital ethic was more emphasised on the nurses (as a front liners); the study proved that there is a direct and indirect effect among variables of employee ability, hospital’s ethic, and leadership to the service quality through the employee commitment; the direct effect of employee commitment variables against the service quality was significantly negative. Research limitations/implications Analyses are developed within the context of a government single hospital of Type A. According to the time sequence of study, this field of study research considered for purpose only (one time study), and was not conducted for experimental study. Originality/value This paper’s main contribution is to propose and empirically test a set of constructs that complement the effect of employee ability, hospital’s perceived ethic, leadership on the service quality of inpatient health care through the employee commitment direct and indirectly in the Type A hospital.

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

The correlation analysis between the service quality of intelligent library and the behavioral intention of users

2019 ◽  
Vol 38 (1) ◽  
pp. 95-112 ◽  
Author(s):  
Min Chen ◽  
Chien-wen Shen
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
User Behavior ◽  
Rapid Development ◽  
Service Innovation ◽  
Relevant Information ◽  
Content Type ◽  
Positive Correlation ◽  
Service Mode

Purpose The purpose of this study was to explore the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. With the rapid development of information technology, internet of things has become an important carrier of people’s “intelligent life”. The emergence of intelligent library will no longer be limited by space; it is affecting people’s lives and work imperceptibly. This new service mode was studied here, and the relationship between the service quality of intelligent library and users’ behavior was analyzed from the perspective of user acceptance and use behavior of intelligent library. Moreover, this study explores how to optimize the service quality to let users accept this technology and service mode and thus realize the original idea. Design/methodology/approach Through 800 questionnaires issued to the users in the Zhejiang Provincial AI Library, the authors obtained the study data. Among the received questionnaires, 676 copies are valid, and 124 responses are either incomplete or not answered, and so, the efficient rate is 84.5 per cent. Findings There is a significantly positive correlation between service innovation and service quality. There is a significantly positive correlation between service quality and behavioral intention. There is a significantly positive correlation between service innovation and behavioral intention. Originality/value From the point of view of innovative service, this paper analyzes the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. This study confirms that intelligent library is a relatively new service innovation. Users’ curiosity and exploration will make them access some relevant information. As a result, a reasonably innovative service is an important factor in users’ acceptance behavior.

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

Quality and perceived value in career guidance e-services

2019 ◽  
Vol 11 (1) ◽  
pp. 53-68 ◽  
Author(s):  
Nicola Cobelli ◽  
Angelo Bonfanti ◽  
Serena Cubico ◽  
Giuseppe Favretto
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Career Guidance ◽  
Perceived Value ◽  
Continuous System ◽  
Specific Reference ◽  
Quality Information ◽  
Content Type ◽  
Guidance Services

Purpose This paper aims to empirically examine career guidance services in terms of e-service quality, information quality and perceived value. It specifically examines students’ perceptions of quality to explore the effects of e-service quality and information quality on perceived value. Design/methodology/approach Students from the University of Verona participated in a quantitative survey, and 119 questionnaires were collected to assess the perceptions of respondents on e-service quality, information quality and perceived value about the career guidance e-service. Findings The results indicate that students perceive high value for the career guidance services; the perceived value depends on both service quality of the e-platform and information quality of the report; and efficiency is the most important dimension of e-service quality, while adequacy appears to be the most important dimension of the report. Practical implications These findings reveal that service organisations such as universities should invest in career guidance services, given that such services are appreciated by students and contribute to reducing the gap between education and job opportunities. In the design phase, service organisations should pay attention to students’ career development needs by developing e-platforms that are easy to use, appealing, efficient and with continuous system availability and reports that include relevant, understandable, reliable and adequate information. It is important to provide students with a report after they have completed a questionnaire. Originality/value To the authors’ knowledge, this is the first research empirically evaluating the effects of perceived e-service quality and information quality on perceived value with specific reference to career guidance e-services.

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