A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

1993 ◽  
Vol 30 (1) ◽  
pp. 7-27 ◽  
Author(s):  
William Boulding ◽  
Ajay Kalra ◽  
Richard Staelin ◽  
Valarie A. Zeithaml
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Process Model ◽  
Service Encounter ◽  
Service Delivery System ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
Different Types ◽  
Quality Dimensions ◽  
Opposing Effects

Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. These perceptions of quality dimensions form the basis for a person's overall quality perception, which in turn predicts the person's intended behaviors. The authors first test this model with data from a longitudinal laboratory experiment. Then they develop a method for estimating the model with one-time survey data, and reestimate the model using such data collected in a field study. Empirical findings from the two tests of the model indicate, among other things, that the two different types of expectations have opposing effects on perceptions of service quality and that service quality perceptions positively affect intended behaviors.

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.

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.

Accommodating ethnic minority consumers during service encounters: the fine line

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sarah Mady ◽  
John B. Ford ◽  
Tarek Mady
Keyword(s):  
Service Quality ◽  
Ethnic Minority ◽  
Service Providers ◽  
Service Encounter ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Quality Perceptions ◽  
Language And Ethnicity ◽  
The Impact

Purpose This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates that during an intercultural service encounter, the impact of the service provider’s language and ethnicity on the consumer’s service quality perceptions is moderated by the level of service involvement, consumer acculturation and perceived discrimination, which, in turn, influence purchase intent. Design/methodology/approach A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service context to manipulate accommodation efforts (yes vs no) and the level of involvement with the service (high vs low). Findings When such language and ethnicity accommodations were offered, highly acculturated minority consumers regarded the service encounter less favorably than low acculturated minority consumers. Moreover, during low-involvement service encounters, intercultural accommodations positively impacted consumer’s service quality perceptions compared to situations involving high-involvement services. Also, minority consumers with perceptions of past discrimination had less favorable evaluations of the service quality than when such perceptions were nonexistent when intercultural accommodation efforts were made by the service provider. Research limitations/implications The findings add to the sparse literature that examines the effectiveness of intercultural accommodation and focuses on the combined use of service provider’s language and ethnicity as a means to enhance service quality. Practical implications The study delivers cautions for service firms not to generalize the receptivity of intercultural accommodation efforts. Given the increasingly sizable segments of minority customers, this study offers insights for service providers to develop suitable recruitment strategies and training programs when devising effective ethnic targeting strategies. Originality/value This research is among the first to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups.

Service Quality Dimensions Within Technology-Based Banking Services

2013 ◽  
pp. 198-248
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

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 Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking

2016 ◽  
Vol 8 (2) ◽  
pp. 54-70 ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mediating Role ◽  
Quality Perceptions ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions about TBSSB services and enlighten banks about the aspects of services to be focused.

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.

scholarly journals QUICKSERV: a service quality assessment tool for the quick-service restaurant industry

2021 ◽  
Vol 123 (13) ◽  
pp. 241-259
Author(s):  
Mario Mendocilla ◽  
Paloma Miravitlles Matamoros ◽  
Jorge Matute
Keyword(s):  
Service Quality ◽  
Goodness Of Fit ◽  
Quality Standards ◽  
Service Encounter ◽  
Measurement Scale ◽  
Successful Implementation ◽  
Process Data ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quick Service

PurposeThe purpose of this study is to empirically develop and validate a practical, consistent and specific scale to assess perceived service quality at the service encounter at quick-service restaurants (QSRs).Design/methodology/approachDevelopment and validation of the scale involved a five-stage process. Data were collected from 430 customers of a QSR belonging to an international brand located in Barcelona. Surveys were applied immediately after the service encounter, using the face-to-face method. The scale development procedure involved exploratory and confirmatory factor analyses.FindingsThe results suggest a specific and parsimonious measurement scale, whose structure comprises 14 items in four dimensions. In contrast to previous studies, this study identified the appropriateness of splitting the interaction quality dimension into two single dimensions, one focusing on the interaction time and other on staff–customer interaction. Furthermore, these indicate that a speedy service, pleasant treatment and food quality are the most valued attributes in QSR.Practical implicationsThis scale is a useful instrument to administer and assure service quality standards within QSR management systems. Its practical approach and short survey length ease data collection, considering that customers spend short amounts of time in this type of restaurant. Furthermore, it could also be used by franchisors and restaurant operators as a tool to monitor continuing compliance with service quality standards.Originality/valueThe resulting scale introduces a novel four-factor structure with high goodness of fit to effectively measure customers' perceived service quality in QSRs, where the ease of use and speed of gathering client responses are a key factor for successful implementation.

Sign in / Sign up

Export Citation Format

Share Document