scholarly journals Measuring Service Quality: Servqual vs. Servperf Scales

2004 ◽  
Vol 29 (2) ◽  
pp. 25-38 ◽  
Author(s):  
Sanjay K Jain ◽  
Garima Gupta
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Fast Food ◽  
Empirical Studies ◽  
Service Industries ◽  
Service Firms ◽  
Measurement Scales ◽  
The Past ◽  
Quality Scale ◽  
Diagnostic Power

Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Various definitions of the term ‘service quality’ have been proposed in the past and, based on different definitions, different scales for measuring service quality have been put forward. SERVQUAL and SERVPERF constitute two major service quality measurement scales. The consensus, however, continues to elude till date as to which one is superior. An ideal service quality scale is one that is not only psychometrically sound but is also diagnostically robust enough to provide insights to the managers for corrective actions in the event of quality shortfalls. Empirical studies evaluating validity, reliability, and methodological soundness of service quality scales clearly point to the superiority of the SERVPERF scale. The diagnostic ability of the scales, however, has not been explicitly explicated and empirically verified in the past. The present study aims at filling this void in service quality literature. It assesses the diagnostic power of the two service quality scales. Validity and methodological soundness of these scales have also been probed in the Indian context — an aspect which has so far remained neglected due to preoccupation of the past studies with service industries in the developed world. Using data collected through a survey of consumers of fast food restaurants in Delhi, the study finds the SERVPERF scale to be providing a more convergent and discriminant-valid explanation of service quality construct. However, the scale is found deficient in its diagnostic power. It is the SERVQUAL scale which outperforms the SERVPERF scale by virtue of possessing higher diagnostic power to pinpoint areas for managerial interventions in the event of service quality shortfalls. The major managerial implications of the study are: Because of its psychometric soundness and greater instrument parsimoniousness, one should employ the SERVPERF scale for assessing overall service quality of a firm. The SERVPERF scale should also be the preferred research instrument when one is interested in undertaking service quality comparisons across service industries. On the other hand, when the research objective is to identify areas relating to service quality shortfalls for possible intervention by the managers, the SERVQUAL scale needs to be preferred because of its superior diagnostic power. However, one serious problem with the SERVQUAL scale is that it entails gigantic data collection task. Employing a lengthy questionnaire, one is required to collect data about consumers' expectations as well as perceptions of a firm's performance on each of the 22 service quality scale attributes. Addition of importance weights can further add to the diagnostic power of the SERVQUAL scale, but the choice needs to be weighed against the additional task of data collection. Collecting data on importance scores relating to each of the 22 service attributes is indeed a major deterrent. However, alternative, less tedious approaches, discussed towards the end of the paper, can be employed by the researchers to obviate the data collection task.

ANALISIS LOYALITAS PELANGGAN HOTEL SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA

2019 ◽  
Vol 13 (03) ◽  
pp. 15-30
Author(s):  
Dwi Agus Kristianto ◽  
Amin Kiswantoro
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Tourist Destinations ◽  
The Past ◽  
The World ◽  
Special Region

In the past the function of the hotel was only as a place to stay for consumers who travel on business or tourism and do not have a relationship or family at their destination. Sharia concept hotels continue to grow along with the needs of Muslim consumers around the world. The concept of sharia hotels also continues to grow in Indonesia, especially in the Yogyakarta region as one of the tourist destinations in Indonesia. This study aims to determine the effect of price, service quality and brand image on customer loyalty of sharia hotels in Yogyakarta Special Region both partially and simultaneously.This type of research is causally comparative. The variables in this study are price, service quality, brand image and customer loyalty. The population in this study are customers who have visited sharia hotels in Yogyakarta. Sampling was done by nonrandom sampling, specifically using purposive sampling where the sample was taken from the population, with the following criteria: 1) Customers who had stayed in sharia hotels in Yogyakarta more than twice, and 2) Respondents aged 18 years. The sample in this study was taken as many as 100 respondents. Data collection techniques using questionnaires. Data analysis used is multiple linear regression analysis.Based on the results of the study, the following conclusions are obtained: (1) Prices have a positive and significant effect on customer loyalty; (2) Service quality has a positive and significant effect on customer loyalty; (3) Brand image has a positive and significant effect on customer loyalty; and (4) Price, service quality, and brand image have a positive and significant effect on customer loyalty. Keywords: hotel, sharia, price, service quality, brand image, customer loyalty.

Bringing a Client Focus to International Marketing: A Change Management Case Study

2000 ◽  
Vol 6 (2) ◽  
pp. 44-55
Author(s):  
Paul Patterson
Keyword(s):  
Service Quality ◽  
Change Management ◽  
Information Transfer ◽  
Management Program ◽  
Professional Services ◽  
Service Industries ◽  
Professional Service ◽  
Service Firms ◽  
Wide Range

AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.

Client Perceptions of MAS Quality as Measured by a Marketing-Based Service Quality Model

1999 ◽  
Vol 13 (1) ◽  
pp. 17-36 ◽  
Author(s):  
Leslie D. Turner ◽  
George R. Aldhizer ◽  
Matthew D. Shank
Keyword(s):  
Service Quality ◽  
Quality Model ◽  
Client Perceptions ◽  
Accounting Profession ◽  
Cost Overruns ◽  
The Past ◽  
Cpa Firms ◽  
Quality Scale ◽  
Management Advisory ◽  
Statistical Results

Management Advisory Services (MAS) are an increasingly important part of the service mix for CPA firms. The growth of MAS relative to audit has been phenomenal over the past two decades. However, little research has been conducted on MAS provided by CPA firms. The primary purpose of this study was to examine the determinants of MAS quality from the client's perspective. To achieve this objective, 305 controllers of U.S. companies responded to a questionnaire regarding MAS provided by CPA firms. The questionnaire was designed using determinants from marketing and audit literature. Using these client perception dimensions, two types of MAS engagements were compared: those with an increase in cost during the engagement, and those with no increase in cost. Descriptive and statistical results indicate that a 13-item service quality scale significantly differentiates client perceptions of MAS quality. The results also reflect dimensions of service quality that are similar to existing marketing and auditing studies. In addition, in the presence of cost overruns and intentional underbidding, clients perceive lower MAS quality. The implications of these results for the accounting profession are discussed.

Bringing a Client Focus to International Marketing: A Change Management Case Study

2000 ◽  
Vol 6 (2) ◽  
pp. 44-55
Author(s):  
Paul Patterson
Keyword(s):  
Service Quality ◽  
Change Management ◽  
Information Transfer ◽  
Management Program ◽  
Professional Services ◽  
Service Industries ◽  
Professional Service ◽  
Service Firms ◽  
Wide Range

AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.

Building the Friendly Airline Brand

2020 ◽  
pp. 197-220
Author(s):  
Hayat Ayar Senturk
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Service Industries ◽  
Service Firms ◽  
Quality Factors ◽  
Personalized Services ◽  
Fresh Perspective ◽  
Marketing Activities ◽  
Intangible Factor ◽  
Scientific Attention

Hospitality, the hosting behavior that brings convivial and personalized services with the ultimate aim to provide psychological comfort to guests, is a growing success criterion for service firms in today's new, experience-based economy, and thus has received considerable scientific attention in the service industries literatures. In this stream of research, most of the researchers have examined airline hospitality by taking the view pre-flight, in-flight, post-flight tangible and intangible service quality factors in an integrative manner. However, recent researches have pointed out that the airline industry has evolved in a direction where the intangible factor, such as hospitality of the cabin crew, stands out rather than its concrete functions such as “transport.” In the light of this argument, the purpose of this study is, by examining various cases, to theoretically reveal the airline hospitality as a new and fresh perspective that need to be emphasized in digital marketing activities to create widespread impact on customer experiences.

scholarly journals ANALISIS CUSTOMER SATISFACTION DAN BEHAVIORAL INTENTION DILIHAT DARI SERVICE QUALITY, FOOD QUALITY DAN PRICE/VALUE DI RESTORAN MCDONALD'S DEPOK

2019 ◽  
Author(s):  
Riri Mayliza
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Fast Food ◽  
Structural Equation ◽  
Service Industries ◽  
Behavioural Intention ◽  
Positive Effects ◽  
Quality Food ◽  
Positive Effect

Increasing public economic development has in turn made increasing public activities. Thus, in the highly competitive service industries such as fast food restaurants, it is very essential to satisfied customer. This may be achieved through the high quality of the service, food, and price the service provided by producer. The objective of this research was : (a) the positive effect of service quality on customer satisfaction, (b) the positive effect of food quality on customer satisfaction, (c) the positive effect of price/value on customer satisfaction, (d) the positive effect of customer satisfaction on behavioural intention. The design of this research applies a survey on McDonald’s restaurant as the unit of analysis by interviewing in the customers to test the hypothesis. The data consist of five variables including service quality, food quality, and price/value attribute as independent variables, customer satisfaction as intervening variable and behavioural intention as dependent variable. A number of 177 customers were selected as the respondents this research Data analysis used in this research consists of Structural Equation Method by LISREL software. The results of this research concluded that variables of service quality, food quality, and price/value had positive effects on customer satisfaction, and variable of customer satisfaction had positive effect on behavioural intention.

The past, present and future of food consumption databases

2012 ◽  
Vol 153 (43) ◽  
pp. 1692-1700
Author(s):  
Viktória Szűcs ◽  
Erzsébet Szabó ◽  
Diána Bánáti
Keyword(s):  
Data Collection ◽  
Food Consumption ◽  
Age Groups ◽  
Collection Method ◽  
The Past ◽  
Consumption Data ◽  
Food Consumption Data ◽  
International Projects ◽  
Collection Methods ◽  
The Eu

Results of the food consumption surveys are utilized in many areas, such as for example risk assessment, cognition of consumer trends, health education and planning of prevention projects. Standardization of national consumption data for international comparison is an important task. The intention work began in the 1970s. Because of the widespread utilization of food consumption data, many international projects have been done with the aim of their harmonization. The present study shows data collection methods for groups of the food consumption data, their utilization, furthermore, the stations of the international harmonization works in details. The authors underline that for the application of the food consumption data on the international level, it is crucial to harmonize the surveys’ parameters (e.g. time of data collection, method, number of participants, number of the analysed days and the age groups). For this purpose the efforts of the EU menu project, started in 2012, are promising. Orv. Hetil., 2012, 153, 1692–1700.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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