Identification of Service Quality Dimensions among International Postgraduate Students

2013 ◽  
Vol 64 (3) ◽  
Author(s):  
Amir Parnian ◽  
Narges Hosseini ◽  
Wong Shwu Fen
Keyword(s):  
Factor Analysis ◽  
Pilot Study ◽  
Service Quality ◽  
T Test ◽  
Level Of Service ◽  
Postgraduate Students ◽  
Perceived Service Quality ◽  
Four Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This article represents the differences between expectations and perceptions of service quality among international postgraduate students in UTM by calculating the gap scores in SERVQUAL scale. In addition, this article indicates the service quality dimensions which are evident among these students by using all calculated gap scores in factor analysis. Also, one sample t-test was conducted to find the level of service quality from the perspective of the participants. This study used a modified service quality (SERVQUAL) instrument which was validated by a pilot study and distributed to 353 of international postgraduate students in UTM who were selected by stratified sampling to reach to its results. The results demonstrate the negative gap scores among all 22 items of SERVQUAL scale and it shows that the students’ expectations of service quality are more than their perceived service quality in this university. Additionally, four dimensions, namely tangible, consistency, assurance and compassion, were identified in the SERVQUAL scale. Finally, the low level of service quality is demonstrated from the perspective of international postgraduate students in UTM.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Innovative m-car rental service quality in India

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tejas R. Shah ◽  
Tejal T. Shah
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Cultural Context ◽  
Reliability And Validity ◽  
Mobile App ◽  
Content Type ◽  
Stable Factor ◽  
Car Rental ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose The purpose of the study is to explore and analyze m-car rental service quality dimensions. Design/methodology/approach Exploratory factor analysis method is applied to explore the m-car rental service quality dimensions. Further, confirmatory factor analysis is done to prove the reliability and validity of the factors using AMOS 22.0. Findings The results reveal the m-car rental service quality dimensions: ambient quality, technical quality, comfort, safety and employee service, mobile convenience, mobile responsiveness, mobile efficiency and reliability and mobile safety and billing. Research limitations/implications The explored dimensions of car rental services are in Indian environment. So, these dimensions can be further validated in other similar cultural context. Practical implications The proposed measurements can also be applied to measure and compare the service quality performance of car rental firms. Originality/value Current literature does not confirm the stable factor structure of m-car rental service quality. This study confirms the reliable and valid dimensions of care rental service through mobile app.

scholarly journals The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

2019 ◽  
Vol 11 (4) ◽  
pp. 1113 ◽  
Author(s):  
Miklós Pakurár ◽  
Hossam Haddad ◽  
János Nagy ◽  
József Popp ◽  
Judit Oláh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Two Dimensions ◽  
Initial Model ◽  
Four Dimensions ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Financial Aspect

Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

scholarly journals The Assessment of Perceived Service Quality Dimensions of Hotel Industry in Bangladesh

2020 ◽  
pp. 105-114
Author(s):  
Mohammed ALAUDDİN ◽  
Syed Mohammad HASİB AHSAN ◽  
Mohammad AKTAR KAMAL ◽  
Mohammad MANJUR ALAM ◽  
Mokaddes AHMED DİPU ◽  
...  
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions

scholarly journals Determinants of Satisfaction for Automotive After Sales Service Quality: A Preliminary Application of AutoSERVPERF Model

2020 ◽  
Vol 15 (2) ◽  
pp. 197-208
Author(s):  
Nooraini Mohamad Sheriff ◽  
Nur Idayu Roslan ◽  
Yuhanis Yusoff
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
High Performance ◽  
Sampling Technique ◽  
Close Monitoring ◽  
Four Dimensions ◽  
Determinants Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based on this premise, this study determined the automotive after sales service quality dimensions (using AutoSERVPERF model) to deliver customer satisfaction. Data were solicited from 226 respondents who are customers of an automotive after sales service center in Selangor. Convenient sampling technique was used to select volunteer respondents for the survey and a self-administered questionnaire with a 5 point Likert scale was administered for data collection.  The responsiveness, empathy, assurance and reliability dimensions of the AutoSERVPERF model were uncovered to be important in delivering satisfaction towards AASSQ. However, among these four dimensions, the empathy and assurance dimensions were perceived to have delivered high performance and are of high importance to customers. Hence, to deliver customer satisfaction towards automotive after sales service, periodic knowledge and skill enhancement training is essential. Instituting clear standard operating procedures, close monitoring and supervision of service staffs would help preserve the consistency and hence reliability of after sales service delivered.

scholarly journals The Role of Quality in Bit Stream Access Internet Service Providers on Customer Loyalty

2020 ◽  
Vol 9 (4) ◽  
pp. 1515-1524
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Level Of Service ◽  
Clear Understanding ◽  
Internet Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Degree Level

The Internet Service Provider (ISP) sector in Palestine operates in a highly competitive market that presents many challenges related to Israeli rules and regulations concerning internet services. Such challenges emphasize the need for the various ISPs to have a detailed and clear understanding of the critical service quality dimensions that affect the loyalty of customers, and to constantly evaluate and strengthen the service they provide. Therefore, the aim of this work is to study the influence of service quality on customer satisfaction and loyalty in the Palestinian internet sector. The study used a quantitative approach based on the SERVQUAL dimensions to collect the data from internet subscribers through a questionnaire and the data was analyzed using statistical methods. The survey data was gathered from 403 valid responses covering more than eight ISP companies in the West Bank. An examination of the study variables based on the conceptual framework was achieved by using SPSS, where means of quantitative methods such as a comparison of means, and simple and multiple regressions were calculated. The results indicate that, in general, the level of service quality does not meet customer expectations. In addition, a descriptive analysis of the study variables indicates that the means of three service quality dimensions (reliability, responsiveness, and tangibility) have a medium degree level, while empathy and assurance have a high degree level. It is showed that service quality positively affects customer satisfaction. A positive relationship exists between customer satisfaction and customer loyalty. The study suggests that the effect of the “responsiveness” dimension on consumer satisfaction and loyalty is stronger than the effects of the other dimensions, with “tangibility” having the lowest effect. Finally, the study recommends to ISPs to improve the level of service quality in order to meet customers' needs and wants, and in order to gain long-term customer loyalty.

Service quality dimensions of ride-sourcing services in Indian context

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.

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