scholarly journals Empirical Assesment of Service Quality Dimension in Technology–based Universities

2012 ◽  
Vol 60 (1) ◽  
pp. 71-76
Author(s):  
Ibrahim Danjuma ◽  
Amran Rasli
Keyword(s):  
Applied Sciences ◽  
Service Quality ◽  
Future Research ◽  
Environmental Technology ◽  
Managerial Implication ◽  
Five Dimensions ◽  
Four Dimensions ◽  
Management Technology ◽  
Postgraduate Studies ◽  
Technological Universities

This study aims to verify the dimensionality of service quality within the context of Nigerian technological universities. Data for this study was collected from five public federal universities which are technology-oriented in Nigeria based on an adapted service quality questionnaire (ADSERVQUAL) from the original studies by Parasuraman et al. (1985, 1988). Respondents were students drawn from all faculties: engineering, management technology, environmental technology, science education, agricultural technology, pure and applied sciences and postgraduate studies. Factor analysis result gave rise to four dimensions from the 27 items of the ADSERVQUAL questionnaire, instead of the original five dimensions by Parasuraman et al. (1985, 1988). For this study, the four dimensions are named: empathy, tangibles, commitment and reliability. Dimensional analysis shows that students’ expectations were perceived to be higher than their perceptions of service quality, resulting to negative service quality perception. Therefore technological universities in Nigeria should strive towards reversing the negative perception of service quality by students in order to improve attachment. Managerial implication and suggestions for future research were made accordingly. Keywords: Technological Universities; Nigeria; attachment Kajian ini bertujuan untuk mengesahkan dimensi kualiti perkhidmatan dalam konteks universiti yang berasaskan teknologi di Nigeria. Data untuk kajian ini telah diperolehi daripada lima universiti awam yang berasaskan teknologi di Nigeria berdasarkan asal soal selidik kualiti perkhidmatan yang telah diubahsuaikan (ADSERVQUAL) dari kajian asal oleh Parasuraman et al. (1985, 1988). Responden terdiri daripada pelajar yang dipilih dari semua fakulti: kejuruteraan, pengurusan teknologi, teknologi alam sekitar, pendidikan, sains teknologi pertanian, sains tulen dan gunaan dan pengajian siswazah. Faktor analisis telah berjaya menghasilkan empat dimensi daripada 27 item soalselidik ADSERVQUAL, bukan lima dimensi asal yang diperolehi oleh Parasuraman et al. (1985,1988). Untuk kajian ini, empat dimensi ini dinamakan: empati, tangibel, komitmen dan kebolehpercayaan. Analisis dimensi menunjukkan bahawa jangkaan pelajar dilihat lebih tinggi daripada persepsi mereka terhadap kualiti perkhidmatan, menyebabkan persepsi kualiti perkhidmatan yang negatif. Oleh itu, universiti yang berasaskan teknologi di Nigeria seharusnyaberusaha untuk menukar persepsi negatif oleh pelajar mereka untuk meningkatkan tahap kesetiaan. Implikasi pengurusann dan cadangan untuk kajian lanjutan diberikan. Kata kunci: Universiti Berasaskan Teknologi; Nigeria; kesetiaan

scholarly journals How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

2020 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Negative Correlation ◽  
Statistical Technique ◽  
Northern Region ◽  
Future Research ◽  
Research Needs ◽  
Causal Relationships ◽  
Five Dimensions ◽  
Electric Train

Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer’s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study. Keywords: Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia.

scholarly journals Influence of Service Quality on Customer Satisfaction and Customer Loyalty in the Private Banking Sector of Bangladesh: A PLS Approach

2020 ◽  
Vol 1 (3) ◽  
pp. 8-17
Author(s):  
Rashed Al Karim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Bottom Line ◽  
Managerial Implication ◽  
Five Dimensions ◽  
Financial Organization ◽  
Private Banking ◽  
The Impact

In this competitive business era, the key strategy for the success and survival of any business organization is the deliverance of quality services to customers because service quality has beneficial effect on the bottom-line performance for the organization. As a financial organization, banks are continuously introducing their new products and services at regular intervals to satisfy and retain their customers and hence, achieving high levels of service is one of techniques to keep customers both satisfied and loyal. Thus, this study intends to determine the impact of Service Quality on Customer Satisfaction and Customer Loyalty in private banking sector of Bangladesh. Five dimensions of Servqual Model such as tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman, Zeithaml, & Berry, 1985) are considered as the base for this study. A structured questionnaire with 5-point Likert scale has been used to gather the data for this study by conducting survey. The sample size is 100 and chosen on a convenient basis. Data has been analyzed by using PLS 3.0 software. SPSS software (version 20) package was also used to present the data demographically. The result shows that tangibility and empathy have significant effect on customer satisfaction, on the other hand, reliability, responsiveness and assurance don’t have any significant effect on customer satisfaction. Moreover, customer satisfaction has direct significant effect on customer loyalty. Finally, this study proposed few recommendations for the managerial implication.

scholarly journals Service Quality on Electric Train Services (ETS) in Kuala Lumpur Malaysia

2020 ◽  
pp. 1-6
Author(s):  
Sulaiman Abdullahi Bambale ◽  
Ibrahim Abdul malik ◽  
Kaltume Mohammed Kamselen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Future Research ◽  
Research Needs ◽  
Business Service ◽  
Kuala Lumpur ◽  
Five Dimensions ◽  
Train Station ◽  
Train Services ◽  
Electric Train

Service quality has been seen to play an important role and it also affect the customer satisfaction in Business. Service quality has become a distinct and important aspect of the product and service Offerings. This study try to examine the service quality on the customer satisfaction of electric train service (ETS) industry in Kuala Lumpur Malaysia. The paper make emphases on the five dimensions of service quality which involves; tangible, responsiveness, assurance, reliability and the empathy. Questionnaires were distributed in other to collect data from the ETS passengers of the Kuala Lumpur Malaysia train station. The hypotheses were developed based on the causal relationships between service quality and customer satisfaction and data was analysed using SPSS Statistics version 25. The results from this study shows a positive relationship between customer satisfaction and the five dimensions of service quality. The outcome of this study would assists ETS to know more about their customer’s satisfaction and can also help them in improving their service quality to customers. Future research needs to focus more examining other related variables on service quality.

scholarly journals Competitive Strategies in Higher Education: Scale Development

2019 ◽  
Vol 12 (1) ◽  
pp. 79-93
Author(s):  
Jane A. Ekeagbara ◽  
Olaleke Oluseye Ogunnaike ◽  
Ayodotun Stephen Ibidunni ◽  
Busola Elizabeth Kehinde
Keyword(s):  
Higher Education ◽  
Scale Development ◽  
Service Differentiation ◽  
Future Research ◽  
Validity And Reliability ◽  
Competitive Strategies ◽  
Managerial Implication ◽  
Five Dimensions ◽  
Differentiation Strategy ◽  
Leadership Strategy

AbstractLeveraging on resource based-view theory, this paper shows strategies adopted in higher education to remain competitive. Using scale development method, 60 questionnaires as survey instrument was distributed and 58 respondents completed and returned. The result of socio-economic demographic variables, factor analysis and validity using the statistical packages for social science. Five dimensions were adopted: cost leadership strategy, service differentiation strategy, cost focus strategy, integration strategy and diversification strategy. The validity and reliability result as well as managerial implication, limitation and future research were discussed.

scholarly journals Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India

2007 ◽  
Vol 32 (1) ◽  
pp. 15-26 ◽  
Author(s):  
Subhashini Kaul
Keyword(s):  
Problem Solving ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Three Dimensions ◽  
Future Research ◽  
Department Stores ◽  
Five Dimensions ◽  
Research Perspectives ◽  
Retail Service ◽  
Retail Service Quality

Service quality is being increasingly perceived as a tool to increase value for the consumer; and as a means of positioning in a competitive environment to ensure consumer satisfaction, retention, and patronage. Existing research indicates that consumers satisfied with the store�s service quality are most likely to remain loyal. However, despite its strategic importance, Indian retailers do not have an appropriate and established instrument to measure service quality. This study examines the Retail Service Quality Scale (RSQS) developed in the US for applicability in India. RSQS has five dimensions and six sub-dimensions and has been found appropriate in a variety of settings — across different countries such as South Africa and Singapore and across a variety of store types such as supermarkets, department stores, and hyper stores. The five dimensions — Physical Aspects, Reliability, Personal Interaction, Problem Solving, and Policy�are believed to capture distinct though correlated aspects of retail service. Each of the first three dimensions has two sub-dimensions. These six sub-dimensions, also called the first-order factors, are labelled as Appearance, Convenience, Promises, Doingit-Right, Inspiring Confidence, and Courteousness/Helpfulness. The dimensions and sub-dimensions provide strategic focus areas for retailers, enabling them to improve certain aspects of store service where performance is relatively poor. Data using a survey questionnaire from 144 adult shoppers at large format apparel stores in the city of Bangalore indicates that: The RSQS dimensions and sub-dimensions are not clearly identifiable. The dimension of �Physical Appearance� is the only one that is relatively clear. All other dimensions are ill-defined. The dimension of ‘Problem-Solving’ is hazy and all the remaining dimensions of RSQS comprise one factor. RSQS has limited diagnostic application. Consequently, retailers would find RSQS a poor instrument to help identify strategic areas requiring focus to improve service levels. The scale can, at best, be employed to assess overall service quality levels and for tracking overall improvements over a period of time. RSQS is inappropriate for application in Indian retail. Pre-test interviews of shoppers indicate that several service aspects mentioned by shoppers during interviews are not included in RSQS. Much future research is needed to develop a scale appropriate for the Indian context.

scholarly journals Analisis Pengaruh Dimensi Kualitas Jasa pada Loyalitas Pelanggan

2011 ◽  
Vol 2 (1) ◽  
pp. 356
Author(s):  
Rita Rita
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Service Management ◽  
Future Research ◽  
Five Dimensions ◽  
Purposive Sampling

This study evaluates the influence of service quality on customer loyalty in motorbike and saloons hairdressing shops in Yogyakarta. The service quality is measured using five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The service quality is indeed considered the strongest competitive weapon by many organizations with respect to service. Sample is chosen utilizing purposive sampling method. 220 respondents of motorbike and 215 respondents of saloons hairdressing shops are employed. Data analysis is then conducted using regression analysis. This research finds that the five dimensions of service quality significantly influence the customer loyalty to employees and customer loyalty to the business. The dimension of tangibles strongly influences the customer loyalty to the business. To marketers, this finding provides for a long-term perspective of service management. In the conclusion, several suggestions for future research are given, which is to broaden service types so as to acquire higher generalization with more varied population. 

scholarly journals Students’ perceptions of service quality in Saudi universities: the SERVPERF model

2021 ◽  
Vol 17 (1) ◽  
pp. 54-66
Author(s):  
M. Sadiq Sohail ◽  
Mehedi Hasan
Keyword(s):  
Higher Education ◽  
Saudi Arabia ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Future Research ◽  
Gulf Region ◽  
Content Type ◽  
Five Dimensions ◽  
Students Satisfaction

Purpose The purpose of this study is to examine the influence of service quality on student’s satisfaction. Design/methodology/approach Using empirical research, the study identified previously validated scales of service quality and student satisfaction. Using the SERVPERF scale, data were collected from 279 students studying in public and private universities across Saudi Arabia. The model fit of the scale was assessed to ensure that the data produced accurate outcomes. Structural equation modelling was used to test the effects of independent variables on dependent variables. Findings The results suggest that four of the five dimensions of service quality, namely, tangibility, reliability, responsiveness and assurance had a significant effect on students’ satisfaction. Empathy was not found to contribute to student satisfaction. The findings broaden and deepen our understanding of how the dimensions of service quality reinforce students’ satisfaction. Research limitations/implications Future research can also incorporate in the model other variables, academic and non-academic, related to student satisfaction. Practical implications The results have useful implications for decision-makers in higher education institutions who strive to enhance students’ satisfaction and increase the quality of higher education programmes, particularly in Saudi Arabia and the Gulf region in general. Originality/value This study uses the SERVPERF scale, which is empirically superior to the SERVQUAL scale for measuring student satisfaction.

The Performance Of The National Narcotics Agency In Illegal Drugs Prevention Efforts Of Palu City, Central Sulawesi, Indonesia

2020 ◽  
Vol 2 (1) ◽  
pp. 1-7
Author(s):  
Andi Pasinringi
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Qualitative Approach ◽  
City Government ◽  
Performance Theory ◽  
Illegal Drugs ◽  
Five Dimensions ◽  
Public Bureaucracy ◽  
Central Sulawesi ◽  
Drug Free

This study aims to determine the performance of Badan Narkotika Nasional or the National Narcotics Agency of Palu in the narcotics prevention efforts, determined by the support of the main tasks and functions of the National Narcotics Agency Office of Palu. The theory used to assess performance is with five dimensions of theory to measure the performance of public bureaucracy which are Productivity, Service Quality, Responsiveness, Responsibility, and Accountability as proposed by Agus Dwiyanto (2002). This research utilized descriptive-qualitative approach. Data collection techniques used are but not limited to: Observation, Interview, and Documentation. Informants in this study are determined purposively. The results of the study revealed that based on the five dimensions of performance theory from Agus Dwiyanto, it can be concluded that the performance of the National Narcotics Agency of Palu is not insufficient. Thus, the vision proclaimed by the Palu City Government which was the Realization of Government and Community Synergy Towards Drug-Free Palu City in 2015, was not achieved

Online Retail Service Quality: Scale Development and Validation

2021 ◽  
pp. 097226292110112
Author(s):  
Biranchi Narayan Swar ◽  
Rajesh Panda
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Measurement Scale ◽  
Future Research ◽  
Market Place ◽  
Online Retail ◽  
Online Retailers ◽  
Retail Service ◽  
Retail Service Quality

The growth of online retailing has created an opportunity to create a scale specifically for online retail services. At the same time, the increasing rate of internet penetration in India coupled with electronic banking and wallets has formed new market place for many online retailers. In this context, to gain competitive advantage, the online retailers should provide better service quality. Thus, the present research tries to know the various constructs of retail service quality (RSQ) in online format and develop a measurement scale. The study has borrowed the constructs from ‘Retail Service Quality’ (RSQ) and ‘Technology Acceptance Model’ (TAM). For this purpose, we collected data from 600 respondents. The scale has been confirmed and validated by using CFA. The study confirmed that online RSQ (ORSQ) scale consists of four constructs: ‘Ease of Use’, ‘Problem Solving’, ‘Policy’ and ‘Reliability’ with 18 variables. The article has concluded and validated a scale for ORSQ which can help the online retailers to design their service offering. The implications of the ORSQ scale for practitioners, as well as for future research, are discussed in this article.

scholarly journals Crowdsourcing and open innovation: a systematic literature review, an integrated framework and a research agenda

2021 ◽  
Author(s):  
Livio Cricelli ◽  
Michele Grimaldi ◽  
Silvia Vermicelli
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Open Innovation ◽  
Innovation Management ◽  
Academic Research ◽  
Future Research ◽  
Four Dimensions ◽  
Word Analysis ◽  
The Relationship

AbstractIn recent years, Open Innovation (OI) and crowdsourcing have been very popular topics in the innovation management literature, attracting significant interest and attention, and inspiring a rich production of publications. Although these two topics share common themes and address similar managerial challenges, to the best of our knowledge, there is no systematic literature review that digs deep into the intersection of both fields. To fill in this gap a joint review of crowdsourcing and OI topics is both timely and of interest. Therefore, the main objective of this study is to carry out a comprehensive, systematic, and objective review of academic research to help shed light on the relationship between OI and crowdsourcing. For this purpose, we reviewed the literature published on these two topics between 2008 and 2019, applying two bibliometric techniques, co-citation and co-word analysis. We obtained the following results: (i) we provide a qualitative analysis of the emerging and trending themes, (ii) we discuss a characterization of the intersection between OI and crowdsourcing, identifying four dimensions (strategic, managerial, behavioral, and technological), (iii) we present a schematic reconceptualization of the thematic clusters, proposing an integrated view. We conclude by suggesting promising opportunities for future research.

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