Difference Scores versus Direct Effects in Service Quality Measurement

2002 ◽  
Vol 4 (3) ◽  
pp. 184-192 ◽  
Author(s):  
Thomas J. Page ◽  
Richard A. Spreng
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Direct Effects ◽  
Difference Scores

scholarly journals Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities

2017 ◽  
Vol 8 (4) ◽  
pp. 18 ◽  
Author(s):  
Stephen Banahene ◽  
Eric Ahudey ◽  
Abigail Asamoah
Keyword(s):  
Service Quality ◽  
Methodological Approach ◽  
Private Universities ◽  
Quality Measurement ◽  
Difference Scores ◽  
Quality Perception ◽  
Graphical View ◽  
Graphical Technique ◽  
The Difference ◽  
Quality Decision

The purpose of this research is to use an adapted SERVQUAL method to measure service quality in Ghanaian Private Universities. The study use graphical technique for data presentation.The methodological approach follows the traditional SERVQUAL method of service quality perception and expectation as well as the difference scores determination. This approach is intended to improve SERVQUAL method analysis to achieve quality decision making based on graphical view of different relationships among the concepts used in the method. The study is on 321 students’ perception and expectations of five different Private Universities in Ghana.The study finds that students’ perception on Private Universities’ performance predict their loyalty better than the expectations. Managerial action can be better taken on service quality variables when the difference scores are used as percentage on perception. However, different service quality measurement methods such as SERVPERF and HEdPERF should be used and compared the results with this modified SERVQUAL method in Ghanaian Private Universities.This research finding has the strength to equip marketing professionals and researchers to increase SERVQUAL method adoption among different academic institutions.The value in this study is found in highlighting the importance of difference scores and the graphical demonstration of relationships among service quality perception and expectation as well as loyalty constructs in Ghanaian Private Universities.

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

scholarly journals Service quality in higher education: Study of Turkish students in Malaysian universities

2014 ◽  
Vol 1 (3) ◽  
pp. 1-9 ◽  
Author(s):  
Amran Md Rasli ◽  
Mansoor Ahmed Bhatti ◽  
Nadhirah Norhalim ◽  
Tan Owee Kowang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Quality Measurement ◽  
Gap Model ◽  
Perceived Service Quality ◽  
Education Study ◽  
Stratified Sample ◽  
The Difference ◽  
Quality In Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

A Research on Tourism Service Quality Based on Information System

2012 ◽  
Vol 430-432 ◽  
pp. 2075-2078
Keyword(s):  
Information System ◽  
Service Quality ◽  
Information Science ◽  
Quality Measurement ◽  
Tourism Service ◽  
Measurement And Evaluation

Removed due to plagiarism Original has been published in Min Wei (2011) A Research on Tourism Service Quality: Measurement and Evaluation. Communications in Computer and Information Science, 2011, Volume 215, 298-304, DOI: 10.1007/978-3-642-23324-1_48.

Airport service quality dimension and measurement: a systematic literature review and future research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Agus Usman ◽  
Yudi Azis ◽  
Budi Harsanto ◽  
Anton Mulyono Azis
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Quality Measurement ◽  
Research Direction ◽  
Future Research ◽  
Content Type ◽  
Publish Or Perish ◽  
Future Research Agenda ◽  
Passenger Satisfaction

PurposeThe purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.Design/methodology/approachA systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.FindingsDimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.Research limitations/implicationsThis paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.Originality/valueThis paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

Assessment of Healthcare Service Quality

2020 ◽  
pp. 271-291
Author(s):  
Segufta Dilshad ◽  
Afsana Akhtar ◽  
S. S. M. Sadrul Huda ◽  
Nandeeta Samad
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Public Healthcare ◽  
Research Approach ◽  
Healthcare Facilities ◽  
Level Of Satisfaction ◽  
Related Quality ◽  
Private And Public

The service quality measurement of healthcare services is always a big concern for the hospitals, patient rights activists, regulators, and general patients. This study deals with quality assessment of healthcare facilities concerning the private and public health facilities of Dhaka, Bangladesh. This study follows the survey research approach. Using the purposive sampling method, the individuals have been selected from households who have received healthcare services from public or private hospitals of Dhaka city in last year. The study collected data among 410 respondents. Standard statistical software (i.e., SPSS and STATA) have been used to analyze the data. This study confirms existing evidence that Bangladeshi patients have a growing concern with lower level of satisfaction in public healthcare services. The respondents faced multi-dimensional problems, characterized by a low level of overall service quality, interpersonal service quality, and technical or treatment-related quality at public hospitals. Further research is recommended to analyze the issues further.

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