scholarly journals Servqual potential for quality management in hotel services

2012 ◽  
Vol 60 (2) ◽  
pp. 307-314 ◽  
Author(s):  
Kateřina Ryglová ◽  
Ida Vajčnerová ◽  
Jakub Šácha
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Quantitative Research ◽  
Gap Analysis ◽  
Hotel Industry ◽  
Field Research ◽  
General Applicability ◽  
Five Dimensions ◽  
Weighted Score ◽  
Definition Of

The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is also a part of the paper, as well as verifying possibilities of customer satisfaction quantification with the help of the Gap model, evaluating general applicability and presenting suggestions for possible adaptations and further utilization in the branch of tourism. Input data necessary for the gap analysis have been gained by force of a primary field-research with the help of a quantitative research via questionnaire. The results of Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score that for the examined hotel reached the value of −0.07. This shows that the discrepancy between expectations and perceptions of the hotel guests is minimal. However, the calculation of this score would be of a higher importance if we wanted to compare more accommodation facilities mutually or possibly to follow the development of this index in time.

scholarly journals Approaches to quality management in hotel industry

2013 ◽  
Vol 61 (7) ◽  
pp. 2693-2699 ◽  
Author(s):  
Kateřina Ryglová ◽  
Ida Vajčnerová ◽  
Jakub Šácha
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Field Research ◽  
Practical Application ◽  
The Czech Republic ◽  
Five Dimensions ◽  
Weighted Score ◽  
Definition Of

The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.

scholarly journals Stakeholders’ Awareness of Quality and Quality Management Systems in Zimbabwean Hotels

2021 ◽  
pp. 682-697
Author(s):  
Vitalis Basera ◽  
Judy Mwenje
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Industry ◽  
Management Systems ◽  
Quality Management Systems ◽  
Study Approach ◽  
Independent Hotels ◽  
Group Interviews ◽  
Definition Of

The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to employ holistic measures to improve adoption of quality management systems in hotels and improve the operations of the hotels. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. Managers and key stakeholders were interviewed and focus group interviews were conducted. Key questions on quality definition, dimensions of service quality and customer satisfaction measurement were asked and the data was analysed using thematic analysis -directed content analysis. The results showed that stakeholder in the hotel industry are very much aware of QMS, though in abstract. There is greater awareness of quality and QMS among group chain hotels than in independent hotels. There is need to upgrade on quality training in the hotel industry from collaborative perspective so that the stakeholders appreciate quality and QMS fully so that the industry remains competitive.

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

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.

scholarly journals Service Quality Dimensions and Customer Satisfaction in online shopping: A customer’s perspective

2020 ◽  
Vol 4 (1) ◽  
pp. 53-76
Author(s):  
Amna Khan ◽  
Syed Sohaib Zubair ◽  
Sobia Khurram ◽  
Mukaram Ali Khan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Online Shopping ◽  
Reliability And Validity ◽  
Research Strategy ◽  
Path Coefficient ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer’s perspective. A total of five dimensions of e-service quality have been tested with endogenous variable i.e. customer satisfaction. Using a quantitative research strategy, data from 225 participants was collected using online questionnaires where 88% of the respondents already had the experience of online shopping that made a valid sample of 199. Smart PLS was used to conduct the data analysis. Following reliability and validity analysis, out of all five dimensions, reliability showed the strongest path coefficient of 0.323. Results also show that all the five hypotheses were supported except for responsiveness. As far as implications of the study are concerned, online shopping stores should devote valuable resource to enhance the significant e-service quality attributes that are emphasized by this study. Moreover, E-Services are becoming increasingly important in B2C e-commerce for improving customer relations and increasing sales and developing countries are of no exception to it. Lastly, as the study is conducted in Pakistani context, generalizability to other countries particularly outside South Asia may be limited due to difference in customers’ shopping behaviours and attitudes.

scholarly journals Measuring Service Quality In Higher Education: A South African Case Study

2014 ◽  
Vol 10 (2) ◽  
pp. 131-142 ◽  
Author(s):  
Paul Green
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Cost Effective ◽  
High Expectations ◽  
Five Dimensions ◽  
University Of Technology ◽  
Quality In Higher Education

The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and reliability). A convenience sampling technique was applied, the data were collected from 280 respondents at the Durban University of Technology (DUT), and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in tangibles, reliability, and assurance dimensions and their highest perceptions were found in the assurance dimension. This study will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps.

Assessing Service Quality in a Telecommunication Firm in Upper East Region of Ghana

2013 ◽  
Vol 824 ◽  
pp. 178-186
Author(s):  
Elkanah Oyetunji ◽  
Jacob Bae
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Survey Questionnaire ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
East Region ◽  
Analysis Technique ◽  
Upper East Region ◽  
The Difference ◽  
Perceptions And Expectations

Service quality is crucial to the continued and successful functioning of any business. The purpose of this paper is to assess the service quality delivered by a telecommunication firm (located in Navrongo, upper east region of Ghana) to its customers. The survey questionnaire which was based on a universally accepted perceived service quality survey model (called SERVQUAL) for measuring service quality was used to collect data from the firms subscribers. The SERVQUAL consists of twenty two items measuring the five essential dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy). A total of 100 subscribers of the telecommunication firm were conveniently sampled. The data obtained were analyzed using the Statistical Package for Social Science (SPSS) version 17.0. Using the gap analysis technique (which measures the difference between the subscribers perceptions and expectations of the service rendered by the firm), the results shows that the firm needs to improve their service in all the five dimensions of service quality covered in this study (a negative value of service quality was obtained in all the five dimensions).

scholarly journals The KUALITAS PELAYANAN ADMINISTRASI KEPEGAWAIAN DINAS PENDIDIKAN PROVINSI SUMATERA SELATAN

MBIA ◽  
2021 ◽  
Vol 20 (2) ◽  
pp. 123-140
Author(s):  
Mardesah Mardesah ◽  
Rabin Ibnu Zainal
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
The South ◽  
Quality Model ◽  
Five Dimensions ◽  
Administrative Services ◽  
Fishbone Diagram ◽  
Education Personnel ◽  
Personnel Administration

This study aims to determine the assessment of the quality of administration staff services at the Education Office of South Sumatra Province (Dinas Pendidikan Provinsi Sumatera Selatan) based on the analysis results of five dimensions of service quality in the SERVQUAL (service quality) model, named Tangible (Physical Evidence), Empathy (Care), Realibility, Responsiveness (Quick Response) and Assurance (Certainty). The collected data was analyzed using a questionnaire in the form of a SERVQUAL scale that describes the gap (GAP) of the expected service quality between expectations and reality (perceptions) received by the Educators and Education Personnel of the South Sumatra Province Education Office. The results of the study indicate that the quality of personnel administration services has not been a satisfactory because of the dimensions that have a minus or negative value, named: Realibility -0.15 and Responsiveness -0.46. Therefore, the South Sumatra Provincial Education Office(Dinas Pendidikan Provinsi Sumatera Selatan) needs to improve the quality of administrative services so that it is optimal and changes the gap to a positive value. Recommendations for improvement are made using the Fishbone Diagram and the Kaizen 5W 1 H method. The fishbone chart is useful for showing the main factors that affect quality and have an impact on service quality. If the problems and causes are known for certain, then the corrective actions and steps will be easier to conduct. To create a Fishbone Diagram, the Kaizen Method Tools are used by asking several questions on the basis of 5W + 1H (what, who, why, where, when and who). Keywords: : SERVQUAL, GAP analysis, Administrative Services Abstrak Penelitian ini bertujuan untuk mengetahui penilaian kualitas pelayanan administrasi kepegawaian Dinas Pendidikan Provinsi Sumatera Selatan didasarkan pada hasil analisa lima dimensi kualitas jasa dalam model SERVQUAL (service quality) yaitu Tangible (Bukti Fisik), Emphaty (Kepedulian), Realibility (Keandalan), Responsiveness (Keandalan/Cepat Tanggap) dan Assurance (Kepastian). Data yang terkumpul dianalisa menggunakan kuesioner berupa skala SERVQUAL yang menggambarkan kesenjangan (GAP) kualitas pelayanan yang diharapkan antara  (ekpetasi) dan kenyataan (persepsi) yang diterima oleh Tenaga Pendidik dan Tenaga Kependidikan Dinas Pendidikan Provinsi Sumatera Selatan. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi kepegawaian belum memuaskan karena ada  dimensi  yang bernilai minus atau negative yaitu : Realibility -0,15 dan Responsiveness -0,46. Oleh karena itu Dinas Pendidikan Provinsi Sumatera Selatan perlu meningkatkan kualitas pelayanan administrasi agar optimal dan merubah Gap menjadi bernilai positif. Rekomendasi perbaikan dilakukan dengan Diagram Fishbone dan Metode Kaizen 5W 1 H. Diagram tulang ikan (fishbone chart) berguna untuk memperlihatkan faktor-faktor utama yang berpengaruh pada kualitas dan mempunyai akibat pada kualitas pelayanan. Apabila masalah dan penyebab sudah diketahui secara pasti, maka tindakan dan langkah perbaikan akan lebih mudah dilakukan. Untuk membuat Diagram Fishbone digunakan Tools Metode Kaizen yaitu  dengan teknik bertanya dengan pertanyaan, dengan dasar 5W+1H  yaitu what, who, why, where, when dan who. Kata Kunci: SERVQUAL, GAP analysis, Pelayanan Administrasi.

scholarly journals Determining the Role of Hotel Attributes in Building Customer Loyalty Using Importance–Performance Analysis: A Study in the Context of Tourist Nationalities

2021 ◽  
Vol 12 (22) ◽  
pp. 105-130
Author(s):  
Engin Üngüren ◽  
Salih Tellioglu ◽  
Nazlı Türker
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Gap Analysis ◽  
Factors Affecting ◽  
Hotel Service ◽  
And Performance ◽  
Performance Perceptions ◽  
The Impact

Identifying the importance and satisfaction of hotel attributes in the eyes of tourists and their role in building customer loyalty is critical for improving the service quality. Therefore, in our study, customers' importance and performance perceptions regarding the services offered by accommodation businesses were examined in terms of customers’ nationalities. Our research has two main objectives.  The first objective is to determine the importance and performance perceptions of the services provided by the hotels according to the nationalities of the customers using the using importance-performance analysis (IPA) model and to compare the perceptions of importance-performance according to nationality. The second aim is to determine the effect of satisfaction perceptions regarding hotel services on customer loyalty according to customer nationality. The research was designed as a survey-based quantitative research methodology. Convenience sampling was used, which is a non-random sampling method. Data were obtained from 1153 German, Russian, and Turkish tourists accommodating in five-star hotels in Alanya, Turkey. A gap analysis was conducted using pairwise t-tests to evaluate whether the importance and performance perceptions of the participants differed. IPA was conducted with attributes being graphically displayed on the I-P grids. The impact of hotel service satisfaction on customer loyalty was investigated using regression analysis. The research findings reveal that customers' performance perceptions and services attach importance to differ significantly by nationality. And also, it was concluded that satisfaction with the services provided in accommodation businesses has a significant effect on customer loyalty and that this effect differs in customer groups. Determining satisfaction factors affecting customer loyalty according to customer characteristics make a significant contribution to service quality improvement. In this context, the research results provide practical and theoretical contributions to how customer satisfaction and customer loyalty can be improved according to market groups.

scholarly journals TINGKAT KEPUASAN PASIEN BPJS RAWAT JALAN TERHADAP PELAYANAN PANAH RSUD GENTENG BANYUWANGI

2021 ◽  
Vol 4 (1) ◽  
pp. 26-31
Author(s):  
Kukuh Handojo
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Level Of Satisfaction ◽  
Sample Technique ◽  
Cross Sectional Design

The "PANAH" programme is one of the innovative Pharmacy Installation services at RSUD Genteng. PANAH is an abbreviation of Pangkas Antrian Ambil Obat Harian. This program is a new program and there has never been a measurement of the level of satisfaction so that it is necessary to measure the level of satisfaction.This study aims to determine the level of satisfaction of patients served by the “PANAH” program at RSUD Genteng based on five dimensions of service quality, namely tangible, reliability, responsiveness, empathy, assurance.The type of research used is descriptive quantitative research with cross sectional design and the sample technique used is total sampling. Samples taken were 72 patients. Technique of answering data using a questionnaire.Based on the results of the study obtained as follows. On the dimensions of physical evidence (tangible) 43 respondents were satisfied (59,72%), 29 respondents were quite satisfied (40,28%). On the credibility dimension (reliability) 45 respondents were satisfied (62,5%), 27 respondents were quite satisfied (37,5%). On the dimension of responsiveness (responsiveness) 45 respondents were satisfied (62,5%), 27 respondents were quite satisfied (37,5%). On the dimension of empathy (emphaty) 42 respondents were satisfied (58,33%), 30 respondents were quite satisfied (41,67%). On the assurance dimension 41 respondents were satisfied (56,94%), 31 respondents were quite satisfied (43,06%). In the response of fifth dimension, namely tangible, reliability, responsiveness, empathy, assurance 52 respondents were satisfied (72,22%), 20 respondents were quite satisfied (27,78%), there were no respondents who were less satisfied and dissatisfied.

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