A formative measurement approach for exploring how to form service quality in hot spring resorts

2016 ◽  
Vol 19 (1) ◽  
pp. 27-39 ◽  
Author(s):  
Xiaoming Liu ◽  
Yi Fu ◽  
Ren-Fang Chao ◽  
Jun (Justin) Li
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Hot Spring ◽  
Southern China ◽  
Quality Measurement ◽  
Original Data ◽  
Exploratory Research ◽  
Formative Measurement ◽  
Measurement Approach

In contrast to the reflective perspective of service quality measurement used in the existing literature, this paper proposes a multi-dimensional model for measuring service quality in hot spring resorts, based on a formative perspective. The formative measurement approach aims to explore how the service quality of hot spring resorts is formed. To achieve this purpose, an exploratory research study was conducted using partial least squares structural equation modelling method. A hot spring resort located in southern China was chosen as the research site to obtain the original data, by surveying customers with spa experience at the resort. Concurrently, service quality was investigated as a second-order construct using a reflective–formative model. Theoretically, this reflective–formative model provides a more comprehensive understanding of service quality in hot spring resort domains. Finally, this study confirmed the following six components of service quality for hot spring resorts: water quality, customer service, facilities, surroundings, alternative activities and convenience. The results show that these six components form service quality in hot spring resorts and may influence consumers’ attachment to such places.

Evaluating service quality in automobile maintenance and repair industry

2019 ◽  
Vol 32 (1) ◽  
pp. 117-134 ◽  
Author(s):  
Nikunj Kumar Jain ◽  
Alok Kumar Singh ◽  
Kapil Kaushik
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Mediating Effect ◽  
Service Satisfaction ◽  
Content Type ◽  
Maintenance And Repair ◽  
Service Fairness ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM. Design/methodology/approach Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling. Findings The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM. Research limitations/implications The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings. Practical implications To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience. Originality/value The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.

scholarly journals Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand

2021 ◽  
Author(s):  
Kevin Fuchs ◽  
Keerati Fangpong
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Customer Service ◽  
Undergraduate Students ◽  
Driving Forces ◽  
Business Students ◽  
Quality Measurement ◽  
Educational Process ◽  
Business Community ◽  
Measurement Tool

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for measuring student satisfaction. It involves the use of factors concerning student services that are queried and surveyed using the SERVQUAL methodology. The proposed instrument was tested at a regional university in Thailand with a sample of 400 undergraduate students. Rigorous analysis demonstrates the usefulness of the approach in gathering business students’ perceptions, analyzing them, and reducing them to a form usable by management as an off-the-shelf service quality measurement tool.

CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks

2020 ◽  
Vol 38 (5) ◽  
pp. 1081-1106 ◽  
Author(s):  
Hind Lebdaoui ◽  
Youssef Chetioui
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Structural Equation ◽  
Banking Industry ◽  
Positive Impact ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Content Type ◽  
Conventional And Islamic Banks

PurposeThis paper aims to examine a model that uses customer service quality as an intervening mechanism in the relationship between customer relationship management (CRM) practices and organizational performance in two different banking structures: conventional and Islamic. The study focuses on organizational and technological practices of CRM, as both have been demonstrated to be critical to CRM success.Design/methodology/approachThe analysis is based on responses from 247 managers from conventional banks and 141 managers from Islamic banks operating in Morocco using a self-administered questionnaire. The partial least squares structural equation modeling (PLS-SEM) technique is employed for data analysis.FindingsFindings demonstrate that customer service quality plays a mediating role between CRM practices (organizational and technological) and organizational performance in both conventional and Islamic banks. Our results confirm the positive impact of CRM practices on organizational performance in the two banking structures.Practical implicationsThis study enhances our understanding of how CRM practices contribute to improving customer service quality and organizational performance in both conventional and Islamic banks. Bank managers, who aim to deliver superior service quality and achieve customer satisfaction and retention, should capitalize on the benefits of implementing CRM organizational and technological practices.Originality/valueThe present paper bridges a gap pertaining to key practices and factors that impact CRM success in the banking industry. It is the first of its kind to investigate the effect of CRM practices on organizational performance with customer service quality as a mediating variable. The study also contributes to the field of CRM literature, as CRM has rarely been addressed in an Islamic banking context.

scholarly journals Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan

2017 ◽  
Vol 54 ◽  
pp. 004695801771466 ◽  
Author(s):  
Muhammad Shafiq ◽  
Muhammad Azhar Naeem ◽  
Zartasha Munawar ◽  
Iram Fatima
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Quality Measurement ◽  
Decision Makers ◽  
Measurement Scale ◽  
Equation Modeling ◽  
Hospital Administrators ◽  
Asian Context ◽  
Substantial Change ◽  
Scale Data

Hospitals vary from one another in terms of their specialty, services offered, and resource availability. Their services are widely measured with scales that gauge patients’ perspective. Therefore, there is a need for research to develop a scale that measures hospital service quality in Asian hospitals, regardless of their nature or ownership. To address this research need, this study adapted the SERVQUAL instrument to develop a service quality measurement scale. Data were collected from inpatients and outpatients at 9 different hospitals, and the scale was developed using structural equation modeling. The developed scale was then validated by identifying service quality gaps and ranking the areas that require managerial effort. The findings indicated that all 5 dimensions of SERVQUAL are valid in Asian countries such as Pakistan, with 13 items retained. Reliability, tangibility, responsiveness, empathy, and assurance were ranked first, second, third, fourth, and fifth, respectively, in terms of the size of the quality gap. The gaps were statistically significant, with values ≤.05; therefore, hospital administrators must focus on each of these areas. By focusing on the identified areas of improvement, health care authorities, managers, practitioners, and decision makers can bring substantial change within hospitals.

3G post adoption users experience with telecommunications services

2016 ◽  
Vol 7 (3) ◽  
pp. 361-394 ◽  
Author(s):  
Sajad Rezaei ◽  
Muslim Amin ◽  
Minoo Moghaddam ◽  
Norshidah Mohamed
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Structural Model ◽  
Perceived Usefulness ◽  
Design Management ◽  
Content Type ◽  
Path Modelling ◽  
Telecommunications Services ◽  
The Impact

Purpose The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approach A total of 243 valid questionnaires were collected from 3G users in the Klang Valley, Malaysia. The combination of partial least squares (PLS) path modelling approach and structural equation modelling (SEM; PLS-SEM) technique was used to analyze the measurement and structural model. Findings Our empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second-order reflective construct comprising navigation and visual design, management and customer service and system reliability and connection quality. Originality/value Prior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post-adoption experience with telecommunications services.

scholarly journals Modeling Air Travelers' Experience Based on Service Quality Stages Related to Airline and Airports

2019 ◽  
Vol 13 (11) ◽  
pp. 37 ◽  
Author(s):  
Claudia Munoz ◽  
Henry Laniado ◽  
Jorge Córdoba
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Quality Measurement ◽  
Equation Model ◽  
Air Travel ◽  
Marketing Strategies ◽  
Passenger Satisfaction ◽  
A Chain ◽  
The Relationship ◽  
Positive Effect

This paper proposes a new scale for assessing traveler experience in air travel. Here, passenger experience is measured through travelers' perception of service quality, considering it as a chain of services. The new scale is called air travel service quality (ATSQ). It considers three service quality stages: departure airport service, airline service, and arrival airport service. This paper applies the ATRS scale to examine service quality in domestic travels in a Colombian context. Given that traveler’s experience plays a crucial role in determining passenger’s satisfaction, a structural equation model (SEM) was applied to examine the relationship between service quality stages, customer satisfaction, and behavioral intentions. Adding the passengers' perception of the arrival airport to the integrated service quality measurement is considering one of the main contributions of this study. The finding of this research confirmed that all three stages of air travel service have a significant, positive effect on passenger satisfaction. The scale found in this research should provide useful information for developing effective operational and marketing strategies for the air travel market. In this way, airports and airlines could better understand how traveler’s perception of service quality may affect each choice related to which departure airport, airline, and arrival airport combination to choose from.

Consumer Perception Towards Quality Of Service Offered By Online Retailers

2019 ◽  
Vol 118 (9) ◽  
pp. 323-333
Author(s):  
Dr. C. Samudhra Rajakumar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Quality Analysis ◽  
Equation Modeling ◽  
Online Service ◽  
Industry Competition ◽  
Online Retailers ◽  
Potential Customers

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. To survive in fierce industry competition, many practitioners and academicians in this field have recently focused on how to improve online services to attract potential customers and on how to retain current customers. Zeithaml (2002) has emphasized that companies should focus on online service encompassing all cues and encounters that occur before, during, and after the transactions This research examined online retailers quality analysis (developed specifically to monitor and assess the quality of online retailers) by building and analyzing a model using structural equation modeling. e-tail Q of Indian retailers are analyzed using dimensions like fulfillment/reliability, customer service, Personalization, usability factor, , informativeness, selection and security/privacy.

Reducing service sabotage and improving employee commitment to service quality

2019 ◽  
Vol 33 (5) ◽  
pp. 615-625 ◽  
Author(s):  
Charles H. Schwepker, Jr ◽  
Christina K. Dimitriou ◽  
Todd McClure
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Ethical Climate ◽  
Employee Commitment ◽  
Equation Modeling ◽  
Customer Contact ◽  
Content Type ◽  
Service Sabotage ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of formal [ethics training (ET)] and informal [psychological ethical climate (EC)] controls in reducing service sabotage (SS) and increasing employee commitment to service quality. Design/methodology/approach Data were electronically collected from a national survey of hotel/motel customer contact employees leading to a usable sample of 316 employees. Structural equation modeling was used to analyze the data. Findings The findings indicate that ET can be used to positively influence the EC of customer contact service employees, which, in turn, reduces their SS behavior and increases their commitment to service quality. Practical implications Management should incorporate both formal (ET) and informal (EC) controls to bring about less SS and greater commitment to service quality among customer contact employees in service settings. Originality/value This research furthers the understanding of SS by finding an important variable, EC that may be used to reduce its incidence in service settings. Further, it shows that EC is an important contributor to improving ECSQ. As such, this research gives important direction for companies wishing to improve the customer service experience.

Brand avoidance: underlying protocols and a practical scale

2019 ◽  
Vol 28 (5) ◽  
pp. 586-597 ◽  
Author(s):  
Raphael Odoom ◽  
John Paul Kosiba ◽  
Christian Tetteh Djamgbah ◽  
Linda Narh
Keyword(s):  
Experiential Avoidance ◽  
Purchase Intention ◽  
Structural Equation ◽  
Content Type ◽  
Formative Measurement ◽  
First Order ◽  
Brand Relationship ◽  
Equation Modelling ◽  
Order Construct ◽  
Measurement Approach

Purpose The increased practitioner and academic interest in negative brand phenomena highlight the need for the development of practical scales to be used for empirical investigations. Therefore, this paper aims to draw on existing conceptualisations to provide a theoretically grounded yet practically oriented scale for examining brand avoidance and its protocols. Design/methodology/approach The study uses a sample of 575 consumers from two developing countries to create a parsimonious brand avoidance scale. Partial least squares structural equation modelling is used to analyse the data through a systematic formative measurement approach Findings This paper finds brand avoidance to be a multidimensional, second-order construct with five first-order dimensions: moral avoidance, identity avoidance, deficit–value avoidance, experiential avoidance and advertising-related avoidance. The paper further validates this scale by testing with non-purchase intention and identifies its positive relationship with brand avoidance. Originality/value This study fulfils the calls in the literature to provide a measurable scale for studying negative brand phenomena in consumer–brand relationship research.

scholarly journals The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

2017 ◽  
Vol 9 (2) ◽  
pp. 92 ◽  
Author(s):  
Rami Mohammad Al-dweeri ◽  
Zaid Mohammad Obeidat ◽  
Mohammad Ahmad Al-dwiry ◽  
Muhammad Turki Alshurideh ◽  
Alaa Mohammad Alhorani
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Attitudinal Loyalty ◽  
Explanatory Factors ◽  
Electronic Service ◽  
The Impact ◽  
The Relationship

This paper analyzes the role of online satisfaction and e-trust as mediators in the relationship between electronic service quality (e-SQ) and online loyalty (integrating behavioral and attitudinal elements), in the context of e-shopping. In an increasingly competitive environment, e-retailers need to know the determinants of the success of their online distribution channels in terms of service quality and the influence of this on e-satisfaction, e-trust and e-loyalty. Using a sample of 302 website users of amazon.com in Jordan, confirmatory factor analysis and structural equation modeling were performed to test the relationship between these dimensions. Three dimensions were found to be the main explanatory factors of e-SQ, namely efficiency, privacy and customer service. In addition, it was confirmed that satisfaction mediates the relationship between e-SQ and behavioral and attitudinal loyalty. 

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