Examining the Role of Perceived Service Quality in Predicting User Satisfaction and Behavioral Intentions in a Campus Recreation Setting

2006 ◽  
Vol 30 (1) ◽  
pp. 20-29 ◽  
Author(s):  
Robert W. Osman ◽  
Shu Tian Cole ◽  
C. Randal Vessell
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Behavioral Intentions ◽  
Alternative Methods ◽  
Campus Recreation ◽  
Service Levels ◽  
Perceived Service Quality ◽  
Recreation Centers ◽  
Levels Of Service ◽  
Positive Word Of Mouth

Since participant numbers are no longer sufficient to assess the success of campus recreation centers, alternative methods such as students' perceived quality of service, levels of satisfaction, and their intentions to reuse and recommend the programs and facilities were investigated. This study examined the impacts of three service quality dimensions, i.e., ambiance of the facility, operations quality and staff competency, and user satisfaction and behavioral intentions. Two hundred and forty-nine student users of a campus recreation center were surveyed. Participants reported relatively high levels of service quality perceptions, satisfaction, and intentions to re-use and recommend the center. Results reaffirmed the significant contribution of service quality to user satisfaction. However, improved staff competency and user satisfaction did not increase users' intentions to use the center again. Users' overall satisfaction, along with operations quality, explained 25% of the variance in users' intentions to recommend the center to others. Findings suggest management personnel of campus recreation centers should focus on improving service quality, which in turn will increase users' satisfaction levels with the center, and ultimately, will lead to positive word-of-mouth. Future studies should recognize the unique characteristics of campus recreation center clientele so that factors influencing users' intentions to re-use the campus recreation center can be identified.

The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

2014 ◽  
Vol 26 (4) ◽  
pp. 540-565 ◽  
Author(s):  
Hung-Che Wu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Corporate Image ◽  
Gaming Industry ◽  
Content Type ◽  
Perceived Service Quality ◽  
Multi Level ◽  
Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

A Fuzzy Set Approach in the Quantification of Technical Support Service Quality

1998 ◽  
Vol 42 (6) ◽  
pp. 564-568 ◽  
Author(s):  
Sridevi S. Rao ◽  
Ray Eberts ◽  
M.U. Thomas ◽  
Robert Plante
Keyword(s):  
Service Quality ◽  
Fuzzy Set ◽  
Individual Variation ◽  
Behavioral Intentions ◽  
Support Service ◽  
Technical Support ◽  
Quality Dimension ◽  
Study Results ◽  
Levels Of Service

Consumers' perceptions of service quality are highly qualitative as well as subjective. Individual variation exists in the meaning of “low,” “medium,” or “high” levels of service quality. A framework for quantifying the service quality dimension levels for technical support service is presented in the current study. Results are combined with the utility values of the dimension levels obtained through conjoint analysis. Customers' behavioral intentions subsequent to the quality of the technical support they experience are also found empirically. The methodology presented in this research can be used in improving the comprehensibility and quantification of service quality.

The relationships between the factors affecting perceived service quality, satisfaction and behavioral intentions among theme park visitors

2016 ◽  
Vol 18 (4) ◽  
pp. 415-428 ◽  
Author(s):  
İlke Başarangil
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
Behavioral Intentions ◽  
Theme Park ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Model Study ◽  
Study Results ◽  
The One ◽  
Experiential Quality

Theme parks have many contributions to their destination, local and regional economies, tourism, etc. If they meet the changing demands of theme park visitors, more satisfied and revisiting visitors are acquired. This study attempted to determine the dimensions that influence theme park visitors’ perceived service quality, satisfaction and behavioral intentions. In this context, this study aims to analyze the dimensions of servicescape and experiential quality and determine the influence of these dimensions on visitors’ service quality perception, satisfaction and behavioral intentions. The data of this study were collected through a questionnaire applied to 301 visitors of a theme park operating in the city of Istanbul. Descriptive statistics and the factor analysis were used for analyzing the data obtained, and path analysis was utilized for testing of the theoretical model. Study results revealed that “communicative staging” was the variable which best represented the dimension of servicescape, while “surprise” was the variable which best represented the dimension of Experiential Quality. There is also a significant relationship between the dimensions of “servicescape” and “experiential quality”, on the one hand, and “perceived service quality”, on the other. Finally, a significant relationship was found among “perceived service quality”, “satisfaction” and “behavioral intentions”. In general, this study contributes to the managers of the tourism and leisure industries.

Measuring factors influencing quality of software-as-a-service

2021 ◽  
pp. 026666692110563
Author(s):  
Nurul Huda Basiran ◽  
Maryati Mohd. Yusof
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Business Processes ◽  
Service Providers ◽  
Software As A Service ◽  
Perceived Service Quality ◽  
The Public ◽  
Business Sectors

Various industrial and business sectors use Software-as-a-Service due to its fast services. However, Software-as-a-Service providers face various challenges in providing high-quality services while simultaneously managing vast multi-tenant infrastructure models and increasingly complex user requirements. To address these problems, we identified those factors that affect the quality of Software-as-a-Service from the perspective of provider–user relationship and investigated how service providers can objectively improve user satisfaction. In a case study, we evaluated the perceived service quality of an information system in the public sector based on user satisfaction with the quality of external outsourcing service in terms of assurance, empathy, responsiveness, reliability, and communication. We identified new sub factors (commitment, skills, effectiveness, change management, business processes, and motivation) and proposed action steps that can guide best practices in ensuring Software-as-a-Service quality. These factors are greatly influenced by the communication between providers and users.

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