Assessment of Perceived Service Quality Using SERVQUAL Mod-el: A case study of Pakistan International Airline (PIA) In-Flight Hospitality

2019 ◽  
Vol 8 (2) ◽  
pp. 001
Author(s):  
Aftab Shaikh ◽  
Manzoor Brohi
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Service Industry ◽  
T Test ◽  
Mean Difference ◽  
Perceived Service Quality ◽  
Flight Operations ◽  
International Airlines ◽  
International Airline ◽  
Service Gap

Service industry is rapidly growing worldwide with latest and sophisticated tools and strategies for satisfaction of their ultimate customers.  Provision of an exceptional service is the lifeblood of airline survival, with the airline’s mid-flight operations being the most crucial fragment of the whole service encounter. This study hence quantifies and weighs the perceived service quality against the desired service quality expected by the customers of Pakistan International Airlines in their in-flight operations, through the 5 main dimensions of SERVQUAL exemplified by the 30 service attributes.  The main objective of this study is to find out gap between perceived service quality and expected service quality.This research is quantitative in nature, Factor Analysis and one sample T-Test were used for analysis of data and close-ended questionnaires were used to collect the data from sample of 120 passengers who travelled through PIA at least once is last 12 months. According to the results shown by the Factor Analysis, 8 components were retained or extracted out of 30 variables; all the variables have high correlation with components as overall correlation measured by Factor Analysis is 0.804 which is excellent in the practice. According to KMO and Bartlett’s test, the sampling accuracy remained .857 which is quite good measurement. In addition to that, one sample T- test shows that variable Assurance scores 2.88 average mean perception out of 3.0 average mean expectation touches the expectations but not up to desire level of quality. However, other variables like responsiveness, Empathy, Reliability and Tangibility score 2.78, 2.67, 2.67, and 2.64 respectively.Average Mean Difference Gap (P-E) shows variable Assurance reveals low level of gap -0.12. However, this does not fill the quality gap of minimum 3.0 of Average Mean Expectation. This study exhibits tremendous service gap in other variables as Responsiveness -0.22, Empathy -0.33, Reliability -0.33 and Tangibility possesses -0.35 in terms of Average Mean Difference Gap.The necessity of this research study was deeply felt as a thin of number of passengers prefers PIA services. The service quality of PIA is diminishing with poor service strategies, insufficient facilities and lack of inflight hospitality measures for passengers; therefore, this research will help the key decision makers to identify the areas to improve, and take necessary remedial actions 

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.

scholarly journals The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital

2021 ◽  
Vol 8 (1) ◽  
pp. 71-80
Author(s):  
Indarwati ◽  
Ida Bagus Cempena ◽  
Ida Bagus Udayana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Perceived Service Quality ◽  
Price Perception

This study aims to determine the effect of service quality, perceived brand image price and perceived value on consumer satisfaction at Dian Husada Hospital, Mojokerto. The hypothesis in this study is that there is a partial effect of service quality on price perceptions on perceived value and service quality. And there is a significant effect of perceived service quality, price, brand image and perceived value simultaneously affect customer satisfaction at Dian Husada Hospital in Mojokerto. The population used in this study were 100 consumers at Dian Husada Hospital Mojokerto. The data analysis technique used is validity test, reliability test, classical assumption test, descriptive analysis, multiple linear regression analysis, multiple determination analysis, correlation coefficient analysis. The hypothesis test used is the F test and t test. Based on the t test results of Path Sub-Structure 1, service quality, price perception and brand image has a partial effect on perceived value. Based on the results of the t test Sub-Structure 2, the perceived service quality of price and value has a partial effect on service quality and brand image has no partial effect on customer satisfaction; Based on the results of the study of the F-Test Sub-Structure 1, the Sig. <0.05 is 0.000 <0.005, so the variables of Service Quality, Price Perception, and Brand Image have a significant influence on the Perceived Value. And based on the results of the study of the F-Test Sub-Structure Path 2, the value of Sig. <0.05 is 0.000 <0.005, so that the variables of Service Quality, Price Perception, Brand Image.

Cultural Influence on Global Assessment of Higher Education Service Quality

2014 ◽  
pp. 1637-1657
Author(s):  
Parves Sultan ◽  
Ho Yin Wong
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Global Assessment ◽  
Online Survey ◽  
Cultural Influence ◽  
Full Time ◽  
Perceived Service Quality ◽  
Education Service ◽  
Part Time Students

This study compares students’ cultural influence on global assessment of higher education service quality. In particular, this study surveyed the full-time students (that is at least 24 credit points of study in a semester) studying at the Central Queensland University (CQU), Australia. CQU has ten campuses and is one of the largest universities in Australia, with more than 14,000 students, in which 3,000 students are enrolled as full-time students and 11,000 as part-time students. An online survey was undertaken, and 227 responses from full-time students were returned for data analysis. Exploratory factor analysis and confirmatory factor analysis were performed to determine valid and reliable dimensions of perceived service quality. Tests of differences such as ANOVA and t-test were conducted to examine the differences of perceived service quality in terms of four cultural dimensions; namely, power distance, individualism, uncertainty avoidance, and masculinity. Findings show that different cultures perceive service quality differently; especially administrative service quality and physical facilities service quality.

scholarly journals A Study Investigating the Perceived Service Quality Levels of Sport Center Members: A Kano Model Perspective

2018 ◽  
Vol 6 (4) ◽  
pp. 177 ◽  
Author(s):  
Kadir Yıldız ◽  
Ercan Polat ◽  
Pınar Güzel
Keyword(s):  
Service Quality ◽  
Pearson Correlation ◽  
T Test ◽  
Survey Method ◽  
Kano Model ◽  
Important Indicator ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Customer Expectations ◽  
High Level

The purpose of this study is to investigate sport center members' perceived service quality levels with a view to Kano customer expectations and requirements model. To that end, a descriptive approach and a correlational research design featuring survey method is adopted. Research group consists of 680 (300 women, 380 men) sport center members who are chosed through multistage sampling (Cluster). “Sport Fitness Centers Perceived Service Quality Scale and Expectation Scale are used as data collection tools. Independent samples t-test, Pearson Correlation analysis and Multiple Linear Regression tests are used to analyzed the data. In the light of the findings, it is seen that all the subdimensions have medium or high level positive significant relationships with the expectation when the subdimensions of the expectation scale and the SFC-PSQS are compared.According to the results of the Independent Samples T-test, the expectation levels of the customers stating that the programme fee is expensive are significantly lower. In conclusion, as the customers’ perception of service quality in the sport center increases, their expectation levels also generally increase significantly. The customers expect that the quality of service they receive to be high and to meet their expectations exceedingly. However, it is also predicted that physical and psychosocial factors affecting the expectation can also affect the perception of service quality at a significant level. Since the service quality and meeting the expectations of the customers is an important indicator to maintain the businesses’ existence, studying with multiple factors attempting to understand the nature of service quality and the customer expectations should be conducted.

scholarly journals The Impact of CSR Reputation and Customer Loyalty

2019 ◽  
Vol 8 (4) ◽  
pp. 185-198
Author(s):  
William Suley ◽  
He Yuanqiong
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Planning Process ◽  
Service Industry ◽  
Equation Modeling ◽  
Perceived Service Quality ◽  
Product Service ◽  
The Impact ◽  
Main Banks

Intense competition has in many markets decreased the prospects for differentiation in terms of technology and product/service quality. For this reason, CSR becomes an important attribute that can enhance a company's image. To win customers' loyalty in today's markets, companies have to focus on building and sustaining customer loyalty. Nowadays, organizations looking forward to achieving a sustainable competitive improvement based on focusing on a customer-oriented concept which will lead to customer satisfaction, trust and finally to customer loyalty. In this regard, CSR has become a valuable tool. This research, therefore, aims to investigate the direct effect of CSR on customer loyalty by observing the intervening influence of Perceived service quality and trust. In this research, it is proved CSR aspects namely business practice CSR which is related to primary stakeholders, such as customers and employees, and philanthropic CSR, which is related to secondary stakeholders, such as the community has a positive and significant effect on the customer loyalty. Moreover, perceived service quality and trust also serve as an intervener between CSR and Loyalty. Data collected from account holders of three main banks in Kenya. Structural equation modeling is examined by using PLS software. The findings of this study would help scholars in developing more CSR based loyalty models. These findings can also aid the service industry such as commercial banks in Kenya to better incorporate CSR initiatives in their strategic planning process

scholarly journals Exploring the Service Quality determinants of Solar Product Dealers

2019 ◽  
Vol 15 (1-2) ◽  
pp. 27-38 ◽  
Author(s):  
Vikas Kumar ◽  
Bikramjit Singh Hundal ◽  
Komalpreet Kaur
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Rural Areas ◽  
Gap Analysis ◽  
T Test ◽  
Primary Data ◽  
Paired Sample ◽  
Significant Difference ◽  
Perceptions And Expectations

The present study explored the determinants affecting service quality of solar product dealers. The study is based on primary data, collected from a total of 345 solar pump users from different villages and rural areas of Punjab. Exploratory factor analysis, confirmatory factor analysis, and paired sample t-test have been used to examine the data. Furthermore, the SERVQUAL scale has been used to measure the service quality of solar product dealers. Paired sample t-test was used to measure the users’ expectation and perception gap between service quality dimensions. The results validated that five factors namely reliability, responsiveness, assurance, empathy, and tangibility influence service quality of solar product dealers and there is no significant difference between perceptions and expectations of solar product users except for the responsiveness dimension. As far as gap analysis is concerned, the dimension ‘responsiveness’ was responsible for the highest gap score. So, perceptions of solar product users are not fully being met with their expectations.

scholarly journals Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria

2020 ◽  
pp. 865-873
Author(s):  
Christopher Adesola Wojuade ◽  
Feyikemi Christianah Onatade
Keyword(s):  
Service Quality ◽  
Regression Model ◽  
Sampling Technique ◽  
Multiple Regression Model ◽  
Airline Operations ◽  
Four Dimensions ◽  
Passenger Satisfaction ◽  
Perceived Satisfaction ◽  
International Airlines ◽  
International Airline

The study evaluates passengers’ satisfaction with the service quality of international airlines at Murtala Muhammed International Airport, Lagos, Nigeria. The study randomly selects 4 out of 27 international airlines operating at the airport for the survey. A purposive sampling technique was employed to select 100 respondents in each of the airlines since the study population could not be ascertained. A structured questionnaire was administered on the passengers when waiting to board the aircraft to elicit information on their travel characteristics and perceived satisfaction with the services rendered by the airlines using a five-point Likert scale. The data collected on passengers’ satisfaction with the airline’s service quality was analyzed using the servqual model while multiple regression model was used to predict the effect of service quality dimensions on passengers’ satisfaction with the airlines. The result of the servqual model shows that the passenger satisfaction rating of reliability dimension (0.66) is the highest followed by responsiveness (0.52), empathy (0.52), tangible (0.41), and assurance (0.36) has the least rating. Similarly, the result of regression model reveals that the coefficients of four dimensions reliability (β = 0.683; p ≤ 0.01), empathy (β = 0.656; p ≤ 0.01), responsiveness (β = 0.409; p ≤ 0.01) and tangible (β = 0.364; p ≤ 0.01) had statistically significant influence on passengers’ satisfaction of the airlines. The study concludes that service quality influences passengers’ satisfaction with international airline operations in Nigeria. The study recommends useful policy actions aimed at improving service quality to allow airlines to enjoy continuous loyalty and patronage by the passengers.

scholarly journals Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank

2016 ◽  
Vol 2 (1) ◽  
pp. 57
Author(s):  
Seema Sharma
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Industry ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Body Of Knowledge ◽  
Excellent Service ◽  
The Impact

<p><em>The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers judge service quality as low or high depending upon whether the service performance meets their expectation or not. The purpose of this research is to determine the impact of service quality of an urban cooperative bank on its customers and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of the services rendered. Using SERVQUAL tool, five service quality dimensions using two segments in the form of a questionnaire consisting of 22 questions each have been used for the customers. The result shows that the overall perception of the quality of service provided by the bank under study is within the acceptable limit for the five aspects of service quality measured. Nevertheless, difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps in certain areas of service delivery by the bank. Thus the research intends to add to the limited body of knowledge pertaining to the service quality of the bank under study.</em></p>

Cultural Influence on Global Assessment of Higher Education Service Quality

2013 ◽  
pp. 447-468
Author(s):  
Parves Sultan ◽  
Ho Yin Wong
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Global Assessment ◽  
Online Survey ◽  
Cultural Influence ◽  
Full Time ◽  
Perceived Service Quality ◽  
Education Service ◽  
Part Time Students

This study compares students’ cultural influence on global assessment of higher education service quality. In particular, this study surveyed the full-time students (that is at least 24 credit points of study in a semester) studying at the Central Queensland University (CQU), Australia. CQU has ten campuses and is one of the largest universities in Australia, with more than 14,000 students, in which 3,000 students are enrolled as full-time students and 11,000 as part-time students. An online survey was undertaken, and 227 responses from full-time students were returned for data analysis. Exploratory factor analysis and confirmatory factor analysis were performed to determine valid and reliable dimensions of perceived service quality. Tests of differences such as ANOVA and t-test were conducted to examine the differences of perceived service quality in terms of four cultural dimensions; namely, power distance, individualism, uncertainty avoidance, and masculinity. Findings show that different cultures perceive service quality differently; especially administrative service quality and physical facilities service quality.

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