Modeling contextually elicited service quality expectations

2014 ◽  
Vol 24 (2) ◽  
pp. 160-183 ◽  
Author(s):  
Stephen Strombeck ◽  
Shih-Tung Shu
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Critical Role ◽  
Reference Points ◽  
Formal Concept ◽  
Service Encounters ◽  
Content Type ◽  
Customer Expectations ◽  
Quality Dimensions ◽  
Context Specific

Purpose – The purpose of this paper is to demonstrate the critical role that context plays in measuring service quality. Design/methodology/approach – This study replicated an experiment methodology to show that customers perceive an airline service drama as a sequence of scenes. A series of focus groups were then conducted to identify the context-specific set of service quality expectations that customers hold for each of these scenes. Finally, Formal Concept Analysis (FCA), a mathematical modeling technique, was applied to these findings to graphically illustrate how customer expectations for airline service quality vary by service scene. Findings – Results from this study indicate that static measures of service quality are apparently inadequate in explaining customer expectations during more enduring service encounters. The FCA hierarchical model developed in this study revealed profound differences in customer service expectations across the six airline service scenes. These results suggest that more advanced methods for measuring service quality are necessary for service encounters that are longer in duration. Research limitations/implications – This research brings into question a broad spectrum of research which fails to recognize that customers use different reference points in time to evaluate service quality. Practical implications – Researchers and practitioners need accurate and reliable measures of service quality but the findings suggests that measurement specificity and diagnostic capability should not be sacrificed in the pursuit of more robust instruments. Originality/value – This is the first study to empirically demonstrate that customers perceive the airline service encounter as a sequence of scenes. It is also the first study to mathematically model service quality dimensions using FCA.

scholarly journals Service quality determinants at Zimbabwean state universities

2018 ◽  
Vol 26 (3) ◽  
pp. 374-390 ◽  
Author(s):  
Arnold Moyo ◽  
Sothini Natalia Ngwenya
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Measurement Instrument ◽  
State Universities ◽  
Measurement Instruments ◽  
Content Type ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Context Specific

Purpose This research sought to empirically identify context specific dimensions of service quality at Zimbabwean State Universities. The study also sought to measure the ‘university-wide’ overall service quality at National University of Science and Technology (NUST) and to explore differences in service quality perception based on selected students’ demographic characteristics. Design/methodology/approach A case study strategy was used. Focus group discussions were used to qualitatively identify service quality variables; which were then subjected to quantitative evaluation through the administration of questionnaires on a sample of 294 students. Exploratory Factor Analysis was used to reduce the service quality variables into service quality dimensions. Findings Five dimensions of service quality were identified, namely: General Attitude, Facilitating Elements, Access, Lecture Rooms and Health Services. Results also showed that most students (48.3 per cent) perceived overall service quality at NUST to be average while 28.6 per cent and 23.1 per cent had a negative and positive perception of overall service quality respectively. Perceived overall service quality at NUST was found to differ significantly based on ‘students’ year of study’ and ‘faculty group’. Differences based on gender were found to be insignificant. Originality/value Identification of the five dimensions was a progressive step in developing a relevant service quality measurement instrument for a Zimbabwean State University context; and in so doing, contributing to literature on relevant service quality dimensions and measurement instruments in Zimbabwe and Africa in general. This was the first such study in Zimbabwe to address the context specific literature-gap on relevant service quality dimensions.

‘Respons’ible service quality

2014 ◽  
Vol 13 (4/5) ◽  
pp. 165-169 ◽  
Author(s):  
Vickram Sahai ◽  
Arvind Kumar Jain
Keyword(s):  
Service Quality ◽  
Interpersonal Communication ◽  
Customer Service ◽  
Training Needs ◽  
Point Of View ◽  
Content Type ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Training Need

Purpose – The purpose of this study was to bridge the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training. A model of service quality is SERVQUAL, which measures the discrepancy between customer’s perceptions and expectation on the customer service. The dimensions of service quality here are evaluated from the customer’s point of view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal communication that helps employees improve their responses. Hence, to provide a clear training need assessment, the dimensions of service quality and descriptors of functional fluency must be mapped accordingly. Design/methodology/approach – The semantic mapping of the dimensions of the service quality with descriptors of the functional fluency model. Findings – Of the five dimensions of the SERVAQUAL model, four are behavioral and are mapped with four descriptors belonging to four different modes of the functional fluency model. The four modes are positive manner in which people can respond to improve service quality. Research limitations/implications – The implication is the training needs that emerge by bridging the gap between SERVQUAL dimensions and functional fluency model for self-development. Practical implications – This will provide an organization the training needs analysis for their employees for improving their interpersonal communication on service quality dimensions. Originality/value – Bridging of the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training (functional fluency model).

The impact of customer service quality on customer satisfaction in Islamic banking

2017 ◽  
Vol 8 (4) ◽  
pp. 595-604 ◽  
Author(s):  
Mohamed Abdulnaser Janahi ◽  
Muneer Mohamed Saeed Al Mubarak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose The purpose of this paper is to contribute to the Islamic banking literature by examining the impact of different factors of customer service quality on customer satisfaction. Design/methodology/approach The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Customers of five main Islamic banks are contributing in this study. Findings This paper demonstrates strong and positive relationships between the six main dimensions of customer service quality (Compliance, Assurance, Reliability, Tangibility, Empathy and Responsiveness) and customer satisfaction. Research limitations/implications The study may suffer from lack of generalization, as it is conducted in one country (Bahrain). It might also be useful to enlarge the study sample and include comparison between Islamic versus conventional banking with regard to service quality and customer satisfaction. Practical implications This paper can influence the current Islamic banks with regard to service quality with an ultimate aim of increasing customer satisfaction and retaining customers. Originality/value This study is one of the few that focus on effects of customer service quality dimensions on customer satisfaction in the Islamic banking sector. It reveals that, although customers pay special attention to Sharia’h laws (compliance) in their transactions with banks, the way services are delivered matters to them too.

ERIP: service quality model of management consulting projects

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zoltan Veres ◽  
Katalin Varga-Toldi
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Model Development ◽  
Management Consulting ◽  
Quality Model ◽  
Content Type ◽  
Managerial Implications ◽  
Quality Dimensions ◽  
Context Specific ◽  
Project Objectives

Purpose There is still no generally accepted quality model of consulting services. This is particularly the case for management consulting projects, where scope is often indefinite. The purpose of this paper is to identify the clients’ underlying utility preferences and their perceived quality dimensions. Design/methodology/approach The research is a qualitative data collection from 22 expert interviews performed in the financial service sector. Interviewees from the client-side were decision-makers from different hierarchical levels with considerable experience in working with consultants, while the consultant sample was obtained by selecting professionals with relevant project experience. The model development was based on the grounded theory. Findings Based on a content analysis of a 600-page transcript of interviews, it was found that customers construct their judgments on consulting service quality through five main attributes: consultants, client adaption, consulting process, deliverables and communication. Because of the strong overlaps of the attributes, four better separable quality dimensions – as a conceptual model – were identified: expertise, relations, involvement and performance. Practical implications Among managerial implications for consulting firms, support of buying organization in setting clear project objectives, flexibility in partnership and readiness for overperformance can be underlined. Originality/value There is little empirical research that focuses on the conceptualization of management consulting service quality from a client perspective. The value of the paper is the exploration of perceived service quality dimensions of management consulting projects and a consulting context-specific list of quality attributes.

The effects of service quality on internet service provider customers’ behaviour

2016 ◽  
Vol 28 (3) ◽  
pp. 435-463 ◽  
Author(s):  
Thu Nguyen Quach ◽  
Charles Jebarajakirthy ◽  
Park Thaichon
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Internet Usage ◽  
Additional Contribution ◽  
Internet Service ◽  
Content Type ◽  
Internet Users ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

Purpose – The purpose of this paper is threefold: first, to identify the dimensions for evaluating the service quality of internet service providers (ISPs); second, to investigate the relationship between service quality and customers’ behavioural intentions; and third, to investigate the influence of ISP customers’ usage patterns on their perceptions of ISP’s service quality dimensions. Design/methodology/approach – The study employs a sequential exploratory mixed method design incorporating quantitative and qualitative elements. Data in Study 1 was obtained from 2,059 internet users using an online survey. The relationships between the constructs of the proposed conceptual model were tested using structural equation modelling and the bias corrected bootstrapping technique. Also, the moderating effect of internet usage was examined. Study 2 featured 30 in-depth interviews with internet users. Findings – The findings reveal that dominant service quality dimensions for ISPs were network quality, customer service, information quality and privacy. The contribution of these factors to overall service quality was moderated by the internet usage. Results of Study 2 indicate that most respondents with heavy usage found network quality indifferent among ISPs and demonstrated hesitation in direct contact with customer service, making information support the most significant dimension. Additionally, service quality directly influenced customers’ complaining and switching intention. It was clarified in Study 2 that intention to continue the contract also depended on factors such as switching barriers, value and promotional offers. Originality/value – This study is original in that it is among the first studies to attempt to investigate the dimensions of an ISP’s service quality, and its influence on ISP customers’ behaviours. An additional contribution of the study stems from the incorporation of a sequential explanatory mixed methods approach.

scholarly journals Customer complaints encountered in the online food retail during the COVID-19 intermittent curfew period

2021 ◽  
Vol 6 (3) ◽  
pp. 223-238
Author(s):  
Kübra Göksu Köstepen Özbek ◽  
Seda Özcan ◽  
Fatmanur Avar Çalışkan
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Global Economy ◽  
Critical Role ◽  
Theoretical Background ◽  
Service Encounters ◽  
Customer Complaints ◽  
Supply Chain Networks ◽  
Service Failures ◽  
Document Review

Almost everything has changed fundamentally with the coronavirus (COVID-19) epidemic. The pandemic has adversely affected the retail industry and the global economy. After detecting COVID-19, customers’ shopping preferences have moved to popular platforms like online shopping websites. Meanwhile, due to inadequate distribution structures and decentralized supply chain networks of businesses, customers have experienced many failures in service encounters. This study employed a document review method to analyse customer complaints covering common logistic service failures in the food sector during the three months (March, April and May 2020) intermittent curfew period. In addition, using content analysis, “şikayetvar.com” complaints were classified according to the service quality gap model. Since disruptions in the food industry are critical with their stimulating effects on supply chains, this industry has been analysed in detail. In terms of practical contribution, the study introduces an insight to enhance the customer service capabilities of private shopping sites. Furthermore, the theoretical background of the study reveals the service quality dimensions prioritized by customers in the pandemic environment and their critical role in service quality gaps.

Influence of category attitudes on the relationship between SERVQUAL and satisfaction in Islamic banks; the role of disruptive societal-level events

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dalia Abdel Rahman Farrag ◽  
William H. Murphy ◽  
Mohammed Hassan
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Measures ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
High Satisfaction ◽  
Societal Level ◽  
Context Specific ◽  
Brand Satisfaction

Purpose The purpose of this study is to modify the service quality scale (SERVQUAL) for measuring the performance of Islamic banks after modifying and validating it to fit the Islamic banking context. Furthermore, it provides insights for the limitations good service delivery has on maintaining favorable provider’s satisfaction in Islamic banks under conditions when category attitudes have been disrupted and made salient by major disruptive events. Design/methodology/approach Focus groups (managers of Islamic banks) were conducted to develop context-specific service quality measures. Exploratory factor analysis and CFA have been conducted to test the validity of scales developed and questionnaires were then sent to Islamic banking customers of major Islamic banks in Egypt for testing the relationships between the research variables and hypotheses developed. Findings The findings of this study are two-fold; identifying a service quality dimension not previously identified in extant service quality measures (SERVQUAL, CARTER), devotion to customers and alerts brand managers that harm to category attitudes caused by societal-level disruptive events can make it difficult to gain high satisfaction even with superior customer service. In this disruptive event context, although high service quality is associated with brand satisfaction, brand satisfaction seems unexpectedly dampened by category attitudes, perhaps, due to the general malaise felt toward the category following the disruptive events. Practical implications Islamic institutions are alerted to the heightened need for providing superior service, as even superior service may no longer assure high satisfaction. Extrapolating to an even bigger societal disruptor, in the soon-to-come post-COVID-19 world, category attitudes toward walk-in banking services will be in turmoil and highly salient. So, brand managers will need to develop creative ways to strengthen not just brand attitudes but also to re-stabilize category attitudes if the category is to recover. Originality/value This is considered a pioneer study in using mixed methods to re-think the famous SERVQUAL scale in a unique context and relating findings to impacts of disruptive events on attitude toward Islamic banking.

The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing

2019 ◽  
Vol 119 (4) ◽  
pp. 902-923 ◽  
Author(s):  
Rami Mohammad Al-dweeri ◽  
Antonia Ruiz Moreno ◽  
Francisco Javier Llorens Montes ◽  
Zaid Mohammad Obeidat ◽  
Khaldoon M. Al-dwairi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Research Model ◽  
Online Retailing ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Proposed Model ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Subject

Purpose The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing. Design/methodology/approach The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com. Findings It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty. Originality/value The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.

Factor selection for service quality evaluation: a hospital case study

2017 ◽  
Vol 30 (1) ◽  
pp. 58-66 ◽  
Author(s):  
Ahmad Ameryoun ◽  
Seyedvahid Najafi ◽  
Bayram Nejati-Zarnaqi ◽  
Seyed Omid Khalilifar ◽  
Mahdi Ajam ◽  
...  
Keyword(s):  
Service Quality ◽  
Hospital Service ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Service Quality Evaluation ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension’s influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor’s impact on the PSQI. Findings A new service quality dimension named “trust in services” was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital’s service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. “Trust in services” has the strongest influence on PSQI followed by “tangibles,” “assurance,” “empathy,” and “responsiveness,” respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors’ impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

Nonlinear impact of online retail characteristics on customer satisfaction and loyalty

2015 ◽  
Vol 7 (2/3) ◽  
pp. 152-169 ◽  
Author(s):  
Gerson Tontini ◽  
Júlio Cesar da Silva ◽  
Eliane Fátima Strapazzon Beduschi ◽  
Elis Regina Mulinari Zanin ◽  
Margarete de Fátima Marcon
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fault Recovery ◽  
Online Retail ◽  
Content Type ◽  
One Dimensional ◽  
Service Accessibility ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.

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