Examination of the reliability and validity of an instrument for measuring service quality of restaurants

This research aims to assess the service quality of industrial parks (IP) in the view of FDI (foreign direct investment) firms in Vietnam. Data was collected from 270 FDI firms in Vietnam - Singapore Industrial Parks (VSIP) in Vietnam. The proposed research model was based on researches on service quality. Cronbach's Alpha Average Variance Extracted (Pvc),rho (ρA), and Composite Reliability (Pc) tested the reliability and validity of the scale. The analysis results showed that four factors were affecting the servicequality of industrial park in Vietnam being tangibleof VSIP, reliability of VSIP, the empathyof FDI investors, and their assurance. The responsivenessof VSIP did not affect the servicequality of the industrial park. Contents of the article focus on two main issues: the analysis framework of the quantitative model and implicating results todevelop the industrial park services. The limitation of the research was only in VSIP in Vietnam.

Download Full-text

National Zakat Management Information System: E-Sercive Quality and Its Impact on National Zakat Collection

International Conference of Zakat ◽

10.37706/iconz.2019.145 ◽

2019 ◽

pp. 98-124

Author(s):

Randi Swandaru

Keyword(s):

Information System ◽

Regression Analysis ◽

Service Quality ◽

Multiple Regression Analysis ◽

Multiple Regression ◽

Management Information System ◽

Reliability And Validity ◽

Management Information ◽

The Impact

The purpose of this study is to examine the impact and the electronic service quality of the national zakat management information system (SIMBA) on the national zakat collection. This paper uses a multiple regression analysis in its explorative attempt to illustrate the impact of SIMBA implementation on the national zakat collection. It shows that SIMBA is positive and significantly impact the national zakat collection as well as the human development index that is used as a proxy for the human resource management quality of zakat institutions in the respective city. Nonetheless, the population is negative and significant to the zakat collection as endemic poverty and reluctance to pay zakat are indicated as the reasons. Moreover, this study has succeeded in adapting and conducting e-service quality survey to zakat information system realm. All the tests prove that the instrument in this study has a high degree of reliability and validity. The results show that some of the demographic factors significantly impact the perceived performance of SIMBA. Multiple regression analysis that is conducted in this study shows that e-service quality dimension is positive and significant towards SIMBA’ overall quality, perceived value, and loyalty intention. This study contributes to the zakat management system literature, especially in the impact of the national zakat information system, which is pivotal in enhancing zakat collection and poverty alleviation program funded by zakat.

Download Full-text

Service quality dimensions of ride-sourcing services in Indian context

Benchmarking An International Journal ◽

10.1108/bij-03-2020-0106 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Tejas R. Shah

Keyword(s):

Factor Analysis ◽

Service Quality ◽

Reliability And Validity ◽

Mobile App ◽

Security And Privacy ◽

Content Type ◽

Indian Context ◽

Quality Dimensions ◽

Service Quality Dimensions

PurposeThis paper aims to identify the dimensions of service quality in the case of ride-sourcing services in Indian context.Design/methodology/approachThe service quality dimensions of ride-sourcing services are identified using an exploratory factor analysis (EFA). Further, the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.FindingsThe service quality dimensions of ride-sourcing services are identified: comfort, internal environment, safety and personnel, mobile convenience and reliability, mobile system efficiency and availability, mobile customer service and billing and mobile security and privacy.Research limitations/implicationsThe various dimensions are identified to measure service quality of ride-sourcing services in India. So, these dimensions can be tested for ride-sourcing services of countries having similar culture as India.Practical implicationsThe proposed dimensions can be used as a diagnostic tool to identify and compare important criteria for service quality of ride-sourcing services.Originality/valueMost relevant studies about dimensions of service quality for ride-sourcing services do not have stable factor structure. The dimensions identified include the traditional taxi service quality and mobile app service quality, which are not covered in current literature.

Download Full-text

Assessing the Quality of a Local Authority Conference and Hospitality Venue Using the ServQual Model

Nang Yan Business Journal ◽

10.2478/nybj-2014-0003 ◽

2014 ◽

Vol 1 (1) ◽

pp. 15-20 ◽

Cited By ~ 1

Author(s):

Mike Donnelly ◽

Edward P White

Keyword(s):

Service Quality ◽

Public Service ◽

Local Authority ◽

Reliability And Validity ◽

Service Organizations ◽

Close Attention ◽

Private Companies ◽

Public Service Organizations ◽

Hospitality Venue

Abstract The close attention paid to service quality by successful private companies has become part of the environment within which most public service organizations now operate. The ServQual model has been used with success to help companies quantify customers' expectations and perceptions of their service and to use this analysis as the basis for improvement. More recently, the ServQual approach has been applied in public service contexts with mixed reliability and validity. This paper reports on the application of the ServQual model to a conference and hospitality venue operated by a Scottish local authority. The study investigates five distinct customer segments: conferences, meetings, receptions, performances, and weddings. The expectations-perceptions gaps are assessed for each of these segments using the ServQual model and the size and antecedents of ServQual Gap 1 is also examined.

Download Full-text

Measuring Sustainable Service Quality of Malaysian Water and Sewerage Companies: A Pilot Study

Journal of Business and Social Review in Emerging Economies ◽

10.26710/jbsee.v3i1.25 ◽

2017 ◽

Vol 3 (1) ◽

pp. 11-22

Author(s):

Abrari Salleh ◽

Sha'ri Mohd Yusof ◽

Norazli Othman

Keyword(s):

Service Quality ◽

Sampling Method ◽

Reliability And Validity ◽

Kuala Lumpur ◽

Service Companies ◽

Reliable Instrument ◽

Product And Process ◽

Quota Sampling ◽

Random Survey

Objective: The aim of this paper is to evaluate the reliability and validity of the sustainable service quality or SUSSERV instrument prior its implementation to measure service quality and sustainability among the water and sewerage companies. Methodology: The random survey data from thirty questionnaires were analyzed representing customers of water and sewerage service companies in Selangor, Kuala Lumpur, and Putrajaya. Results: The findings showed that SUSSERV model with six independent variables namely tangibles, reliability, responsiveness, assurance, empathy, and sustainability is a valid and reliable instrument. We recommend the sampling method be used during the final research is the quota sampling and will be based on geographical factors (districts) and category of services (water and sewerage). Implication: This paper is an attempt to fill the gap between service, product and process quality. The SUSSERV model has achieved the research objective where it can be used to measure service quality and sustainability among the Malaysian water service companies. SUSSERV will be suitable to overcome the lack of research in sustainability service quality.

Download Full-text

Service Quality of Hotels in Abu Dhabi, UAE

GATR Journal of Management and Marketing Review - JMMR Vol 4(3) JUL-SEP 2019 ◽

10.35609/jmmr.2016.1.1(4) ◽

2016 ◽

Vol 1 (1) ◽

pp. 24-32

Author(s):

Burton A. Aggabao ◽

Fermin G Castillo Jr.

Keyword(s):

Service Quality ◽

Customer Service ◽

United Arab Emirates ◽

Hotel Industry ◽

Reliability And Validity ◽

Jel Classification ◽

Hospitality Management ◽

Abu Dhabi ◽

Research Approach

Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.

Download Full-text

Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District

Public Administration Research ◽

10.5539/par.v6n2p1 ◽

2017 ◽

Vol 6 (2) ◽

pp. 1

Author(s):

A.T. Wijesekera ◽

R. Lalitha S. Fernando

Keyword(s):

Sri Lanka ◽

Service Quality ◽

Special Reference ◽

Public Service ◽

Quantitative Methods ◽

Reliability And Validity ◽

Non Profit ◽

Customer Perceptions ◽

Qualitative And Quantitative Methods

The most accepted SERVQUAL is heavily applied to measure the service quality of Business to Customer (B2C) profit oriented organizations than for non-profit organizations. As such, this paper describes the development of a 19-item instrument for assessing customer perceptions of service quality in public service with special reference to Divisional Secretariats in Sri Lanka. To do so, both qualitative and quantitative methods were utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman et.al, (1988). In following their footsteps, initially a qualitative research was undertaken in five Divisional Secretariats within Gampaha District through interviews with 50 customers from different backgrounds and affiliations which produced 42-items with eight factors emerged. These 42-items were included in a questionnaire and quantitative study was undertaken with 100 respondents who were current or recent customers of Divisional Secretariats within Gampatha District. To ensure the reliability and validity of the measures of service quality construct, mainly reliability test, split-half reliability and factor analysis, were used. Finally, 42-items were deduced in to 19-items and a new scale was developed to measure the service quality of Divisional Secretariats with 5 dimensions Responsiveness, Communication, Tangible, Empathy and Assurance. Among these, responsiveness dimensions could be the least important and the empathy dimension was of most concern to customers. As a closing note, limitations and further studies were discussed.

Download Full-text

A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

International Journal of E-Business Research ◽

10.4018/ijebr.2020070103 ◽

2020 ◽

Vol 16 (3) ◽

pp. 42-59

Author(s):

Sanjay Dhingra ◽

Shelly Gupta ◽

Ruchi Bhatt

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Purchase Intention ◽

Structural Equation ◽

Reliability And Validity ◽

Measurement Model ◽

Equation Model ◽

The Impact ◽

The Relationship

The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness, trust, and personalization. A survey of 278 avid users of three popular websites was taken to validate the model. The reliability and validity of the questionnaire were checked through the measurement model and the structural equation model was used to confirm the relationship among the dimensions. The result shows that trust is the only e-service quality dimension that significantly influences overall service quality. The relationship between overall e-service quality and customer satisfaction as well as customer satisfaction and purchase intention was found statistically significant.

Download Full-text

LSQA Scale: A Tool for Measuring Users’ Perceptions of Service Quality in Libraries

DESIDOC Journal of Library & Information Technology ◽

10.14429/djlit.36.4.9193 ◽

2016 ◽

Vol 36 (4) ◽

Author(s):

N. K. Dash ◽

P. Padhi

Keyword(s):

Service Quality ◽

Reliability And Validity ◽

Strong Relationship ◽

Library Services ◽

Library Service ◽

Varimax Rotation ◽

Four Dimensions ◽

Reliability Score ◽

Relationship Of

The main aim of the study is to develop library service quality assessment (LSQA) scale. Both qualitativeand quantitative procedures are used to confirm the reliability and validity of the LSQA scale. Exploratory factor analysis (EFA) with varimax rotation is employed to indentify underlying dimensions of service quality of library. The LSQA scale includes four dimensions: (a) library infrastructure/environment, (b) library collection, (c) library services, and (d) library staff, which contains a total of 44 items. The reliability score Cronbach’s alpha for the scale is found to be 0.969, which shows the excellent nature and a strong relationship of each item. The LSQA scale mean and standard deviation is found to be 162.61 and 35.077, respectively. Kaiser-Meyer-Olkin value of sampling adequacy of the scale is found to be 0.932. It is hoped that the LSQA scale could help library professionals and scholars better understand users’ needs, to significantly improve and enhance the service quality of libraries.

Download Full-text

Az online fogyasztói elégedettségmérés hatása a vállalatok versenyképességére (Effect of the online-customer satisfaction’s measurement to the corporate’s competitiveness)

Vezetéstudomány / Budapest Management Review ◽

10.14267/veztud.2013.03.05 ◽

2013 ◽

pp. 49-60

Author(s):

Ildikó Somogyi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Empirical Research ◽

Empirical Studies ◽

Reliability And Validity ◽

Measurement Methods ◽

The Other ◽

The Relationship ◽

Practical Implications

A versenyképes működés elengedhetetlen feltétele a fogyasztói elégedettség, melynek egyik meghatározó eleme az észlelt és elvárt minőség közti kapcsolat. A minőségi elvárások az internettel, mint napjaink egyik meghatározó csatornájával kapcsolatban is megfogalmazódtak már, így kapott jelentős szerepet az online szolgáltatás minőségének meghatározása, illetve ezzel összekapcsolódva az online fogyasztói elégedettségmérés. Jelen tanulmány első része szakirodalmi áttekintést nyújt az online szolgáltatás minőségének fogyasztói érzékelésével, értékelésével kapcsolatos elméletekről, melyek az online fogyasztók elégedettségmérésének alapját képezik. Ezután kerül sor a különböző mérési módszerek bemutatására, kiemelt szerepet szánva a szakirodalomban sokat tárgyalt E-S-QUAL és E-RecS-QUAL skálának. Az áttekintés középpontjában azok az elméletek állnak, melyek az online vásárlást is nyújtó honlapokra vonatkoznak. A cikk további része két empirikus kutatást tartalmaz. Az első az elégedettségmérés hazai helyzetét tárgyalja, a másik pedig a szakirodalomból ismert E-S-QUAL és E-RecS-QUAL skálákat felhasználva részletesen elemzi az elektronikus szolgáltatásminőség dimenziói és a fogyasztói elégedettség közötti fontosabb összefüggéseket, emellett röviden vizsgálja az alkalmazott skálák megbízhatóságát és érvényességét. A kutatás fő célja a gyakorlati szakemberek számára is releváns kapcsolatok feltárása és bemutatása. _______ A company’s competitiveness significantly depends on the satisfaction of its consumers, which is influenced by the relationship between the expected and perceived quality. As over the last decade internet has become a significant channel, in parallel its customers have built some expectation about the quality of different websites and online services. Therefore the marketing literature should focus on the dimensions of e-service quality (e-sq) and online-customer satisfaction. This study first resumes with different concepts of e-sq, which are the principles of the online-customer satisfaction’s measurement. Than the different e-sq measurement methods are reviewed and the dimensions of E-S-QUAL and ERecS- QUAL scales are deeply explained. The study is focusing on concepts relating to web shops. The next part of the article includes two empirical studies. The first is about the situation of satisfaction measurement at Hungarian companies. The other one analyzes the most relevant relationships between the dimension of e-sq and customer satisfaction based on the E-S-QUAL and E-RecS-QUAL scales for measuring e-sq and briefly outlines the reliability and validity of these scales. The main purpose of this empirical research is to summarise the managerial and practical implications.

Download Full-text