Examining service shortfalls

2018 ◽  
Vol 24 (4) ◽  
pp. 371-386 ◽  
Author(s):  
Hanyu Chen ◽  
Betty Weiler ◽  
Martin Young
Keyword(s):  
Service Quality ◽  
Empirical Evidence ◽  
Three Dimensions ◽  
Anecdotal Evidence ◽  
Service Experience ◽  
The Core ◽  
International Tourist ◽  
Chinese Tourists ◽  
Core Service ◽  
And Performance

Chinese inbound tourism constitutes Australia’s fastest growing and largest international tourist market. Currently, most of this travel is conducted via group package tours (GPTs). While there is anecdotal evidence of dissatisfaction with some aspects of Chinese tourists’ service experience such as commission-based shopping, little empirical evidence is available about the salient dimensions of service quality or their respective performance. The aim of this study is to identify the core service components offered by Chinese GPTs and to examine any service shortfalls. Findings from a survey of 520 tourists revealed three dimensions of Chinese package tour service: attractions, tour leader and food and accommodation. The study identified significant gaps between expectation and performance across all dimensions. Theoretical and service quality implications for researchers, tour operators and policymakers are presented and discussed.

scholarly journals What Shall We Do About Grit? A Critical Review of What We Know and What We Don’t Know

2018 ◽  
Vol 47 (9) ◽  
pp. 606-611 ◽  
Author(s):  
Marcus Credé
Keyword(s):  
Empirical Evidence ◽  
Critical Review ◽  
Good Predictor ◽  
Sufficient Conditions ◽  
Future Research ◽  
Educational Setting ◽  
The Core ◽  
Predictor Of Success ◽  
And Performance

Grit is a construct that is widely studied by educational researchers and that has generally been enthusiastically received by educational practitioners. This essay highlights that many of the core claims about grit have either been unexamined or are directly contradicted by the accumulated empirical evidence. Specifically, there appears to be no reason to accept the combination of perseverance and passion for long-term goals into a single grit construct, nor is there any support for the claim that grit is a particularly good predictor of success and performance in an educational setting or that grit is likely to be responsive to interventions. I describe avenues for future research on grit that may help to clarify if grit can contribute to our understanding of success and performance. These avenues include examinations of possible configural relationships between passion and perseverance, whether grit or grit facets represent necessary but not sufficient conditions for performance, interactions between ability and either grit or the facets of grit in the prediction of performance, possible polynomial relationships between grit or grit facets and performance, and improvements in the manner in which grit is assessed. Alternative predictors of performance that are more strongly related to success and performance and that may be more responsive to interventions are also discussed.

scholarly journals Energy Crisis and Comparative Advantage Industries: Empirical Evidence from the Pakistan Economy

2017 ◽  
Vol II (I) ◽  
pp. 42-48
Author(s):  
Malik Saqib Ali ◽  
Sana Zaigham
Keyword(s):  
Empirical Evidence ◽  
Comparative Advantage ◽  
Crucial Role ◽  
Industrial Sector ◽  
Energy Crisis ◽  
Gmm Estimation ◽  
Net Return ◽  
The Core ◽  
And Performance ◽  
Balassa Index

The core purpose of the study is to analyze the effects of the energy problems on the competitiveness and performance of major selected Pakistani industries. The data used for the study is from the years 1999 to 2015. The industries used in the research are Leather, Textile, Tobacco, Pharmaceutical, and Sugar. The Balassa Index is firstly used to compute the competitiveness of the above-mentioned industries and reveals that except tobacco industries all other industries sustain a comparative advantage even before and during the crisis regime. Secondly, a GMM estimation is done to analyze the effect of energy problems on the performance of the companies. The conclusion of the paper suggests that the supply of energy has a crucial role in enhancing the net return and competitiveness of the industrial sector in Pakistan.

scholarly journals Core Service Quality in E-Banking in Madurai City- A Comparative Study among Private Sector and Public Sector Banks

2019 ◽  
Vol 7 (2) ◽  
pp. 77-83
Author(s):  
Sreeja S U K Pillai ◽  
M S Balaji
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Customer Loyalty ◽  
Internet Banking ◽  
The Internet ◽  
Public Sector Banks ◽  
The Core ◽  
Private And Public ◽  
Core Service

Internet banking can be defined as transactional online banking. It helps customers to access their accounts via the internet. It saves time, convenient and flexible for the customers to operate and bankers to provide the service. Increasing competition has forced the banks to think of better ways and means to generate better e-service qualities and services. When the core service quality offering is prompt, the banker can improve the customer satisfaction and thereby create customer loyalty. So the study has been made on identifying the service quality gap in Core Service quality offerings of Private and Public Sector Banks in Madurai city. Private sector bank customers comparatively perceive better service quality.

scholarly journals Students’ Perception on Core Service Quality in Higher Education Institutions in UAE

2020 ◽  
Vol 8 (2) ◽  
pp. 43-49
Author(s):  
T K Sameena
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Value Added ◽  
Two Dimensions ◽  
Educational Institutions ◽  
Basic Service ◽  
The Core ◽  
Core Service ◽  
Quality In Higher Education

The service quality in educational institutions has been focused on two dimensions, namely core and value-added service quality. The core service quality is the various basic service quality variables established by the pioneer in the field. These are reliability, responsiveness, empathy, assurance, and tangibles. The paper focuses on the core service quality as viewed by the students of selected Higher Education Institutions in the UAE.

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.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

Propiedades psicométricas de la Escala de Autoritarismo de Derechas en población colombiana

2020 ◽  
Author(s):  
Efrain Garcia-Sanchez ◽  
Nelson Molina Valencia ◽  
Estefanía Buitrago ◽  
Zabdi Sanz ◽  
Valentina Ramírez ◽  
...  
Keyword(s):  
Psychometric Properties ◽  
Empirical Evidence ◽  
Social Dominance ◽  
Three Dimensions ◽  
Social Policies ◽  
The Right

El autoritarismo es un constructo ampliamente estudiado en psicología para investigar comportamientos políticos. Para su medición se suele usar la escala de autoritarismo de derechas (RWA), la cual tiene variaciones en sus propiedades psicométricas según cada contexto. En este artículo traducimos y adaptamos una versión reducida del autoritarismo de derechas al contexto colombiano. En dos estudios (NEstudio1=417;NEstudio2=396), identificamos tres dimensiones: agresión-autoritaria, sumisión-autoritaria y convencionalismo; y encontramos que la RWA estuvo asociada positivamente con: dominancia social, deshumanización del adversario, apoyo al conflicto, patriotismo, sexismo, homofobia y la prohibición de políticas sociales consideradas como liberales (e.g., aborto, matrimonio igualitario, eutanasia). Se aporta evidencia empírica a favor de las propiedades psicométricas de la escala de RWA en el contexto colombiano. Authoritarianism is widely used construct to study political behaviors.For its measurement, researchers usually use the right authoritarianism scale (RWA), which has variations in its psychometric properties according to each context. In this article we translate and adapt a reduced version of RWA to the Colombian context. In two studies (NStudy1=417; NStudy2=396), we identified three dimensions: authoritarian-aggression, authoritarian-submission,and conventionalism. We also found that RWA was positively associated with: social dominance, dehumanization of the adversary, support for conflict, patriotism, sexism, homophobia and the prohibition of social policies considered liberal (e.g., abortion, equal marriage, euthanasia). Empirical evidence is provided in favor of the psychometric properties of the RWA scale in the Colombian context

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