A CONCEPTUAL MODEL FOR EVALUATING THE RELATIONSHIP BETWEEN THE PROFESSIONAL FIRM SERVICE QUALITY AND CLIENT SATISFACTION IN BUILDING PROJECTS

Conceptual model helps the researcher to explore variables of study and their clear interactions. Therefore this study aims at proposing a model of a relationship between the professional firm service quality and client satisfaction in building development projects. This is because client satisfaction remains an important factor in the development of engineering and building consulting services. In today’s competitive service market, attaining client satisfaction is very crucial for the continued survival and economic stability of consulting firms. The model is built on the concept of service quality and its effect on client satisfaction. The fundamentals of Servqual theory in addition to competency profile and communication within the consulting arm of building projects constitute the independent variables of the model. The Attribution theory constructs constitute the moderating variables of the study. The proposed model focuses on the relationship between soft service qualities, hard service qualities and the client satisfaction variables of architectural quality, technical quality, functional quality, timeliness of service delivery, cost of services and supervision at implementation stage. The findings will be useful to assist consulting firms in enhancing competitiveness and improve project deliveries in the present global challenges.

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Relationship between perceived service quality and client satisfaction indicators of engineering consultancy services in building projects

Journal of Engineering Design and Technology ◽

10.1108/jedt-03-2020-0084 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Olusola Ralph Aluko ◽

Godwin Iroroakpo Idoro ◽

Modupe Cecilia Mewomo

Keyword(s):

Service Quality ◽

Client Satisfaction ◽

Service Providers ◽

Professional Service ◽

Research Approach ◽

Building Projects ◽

Content Type ◽

Perceived Service Quality ◽

Management Indicators ◽

The Relationship

Purpose Service quality is a major determinant of business performance. Empirical evidence from the literature indicates that, to attain a high level of customer satisfaction, a high standard of service quality should be provided by the service provider. This study aims to examine the relationship between the perceived service quality and the indicators of client satisfaction with particular reference to engineering consultancy services in building projects. Design/methodology/approach A survey research approach was adopted using a semi-structured questionnaire as an instrument of data collection. The questionnaire survey formed the basis for the descriptive and inferential (Pearson correlation and multiple regression) statistics that were used to evaluate the relationship between engineering consultants’ service quality and clients’ satisfaction indicators. Findings The study identified 10 key technical indicators and 10 key managerial indicators for measuring client satisfaction. Statistical analysis shows a positive significant relationship between the perceived service quality and all the indicators of client satisfaction. The positive correlation values show that as perceived service quality increases, both technical and management indicators of client satisfaction equally increase. Originality/value The results offer opportunity for professional service providers to continuously develop the technical and management indicators, embrace personnel training and key into continuous professional development for better service quality.

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Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

Science and Technology Development Journal ◽

10.32508/stdj.v18i2.1073 ◽

2015 ◽

Vol 18 (2) ◽

pp. 67-75

Author(s):

Nhan Huu Huynh ◽

Dung Anh To

Keyword(s):

Factor Analysis ◽

Statistical Analysis ◽

Service Quality ◽

External Environment ◽

Technical Quality ◽

Quality Model ◽

Factors Affecting ◽

Functional Quality ◽

The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

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The relationship between service quality, client satisfaction, perceived value and client loyalty: a case study of Fly Emirates

Cuadernos de Turismo ◽

10.6018/turismo.426101 ◽

2020 ◽

pp. 219-238

Author(s):

Ashraf Jahmani ◽

Islam Bourini ◽

Omar A. Jawabreh

Keyword(s):

Service Quality ◽

Airline Industry ◽

Structural Equation ◽

Client Satisfaction ◽

Negative Relationship ◽

Perceived Value ◽

Quantitative Information ◽

Equation Modeling ◽

Proposed Model ◽

The Relationship

La lealtad del cliente es uno de los mayores desafíos para la industria de las aerolíneas. Por eso, los profesionales de marketing están buscando información sobre cómo desarrollar la lealtad del cliente. Este estudio explorará la relación entre la calidad del servicio, la satisfacción del cliente, el valor percibido y la lealtad del cliente en la industria aérea. El propósito de este estudio es desarrollar e implementar un método para que la aerolínea identifique atributos que aumentarán la lealtad del cliente. Unos 384 encuestados participan en este estudio y los cuestionarios se distribuyeron al azar entre los pasajeros que viajaban en Fly Emirates. En particular, un enfoque deductivo adaptado para recopilar información cuantitativa específica para aceptar o rechazar la hipótesis. El estudio actual aplica el modelo de ecuación estructural SEM-PLS para investigar la relación entre los constructos en el modelo propuesto. Este estudio encontró que la calidad del servicio tiene una relación positiva en la satisfacción de los pasajeros y la lealtad del cliente. Por otro lado tiene una relación negativa en el valor percibido y la lealtad del cliente. Los resultados de este estudio indicaron que la calidad del servicio y la satisfacción del pasajero son factores importantes que afectan a la lealtad del cliente. En conclusión, Fly Emirates debe ser capaz de comprender la importancia de la calidad del servicio y la satisfacción del pasajero para cumplir con la lealtad del cliente y mejorar la calidad del servicio que es más importante en la industria de las aerolíneas. Client loyalty is one of the biggest challenges for the airline industry and marketers are seeking information on how to build client loyalty. This study will explore the relationship between service quality, client satisfaction, perceived value and client loyalty in the airline industry. The purpose of this study is to develop and implement a method for airline to identify attributes that will increase client loyalty. 384 respondents participate in this study and questionnaires were distributed randomly to passengers traveling by Emirates. In particularly a deductive approach adapted to collect specific quantitative information to accept or reject the hypothesis. Current study applies Structural Equation Modeling SEM-PLS to investigate the relationship among the constructs in proposed model. This study found that service quality has appositive relationship on passengers’ satisfaction and client loyalty and negative relationship on perceived value and client loyalty. The results of this study indicated that service quality and passenger's satisfaction are important factors effect of client loyalty. In conclusion Emirates must be able to understand the importance of service quality and passenger's satisfaction to fulfill the client loyalty and improve the service quality that make most significant in airline industry.

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Adoption of e-Governance

Transforming Government People Process and Policy ◽

10.1108/tg-12-2018-0076 ◽

2019 ◽

Vol 13 (2) ◽

pp. 122-142 ◽

Cited By ~ 6

Author(s):

Sayantan Khanra ◽

Rojers P. Joseph

Keyword(s):

Service Quality ◽

Digital Divide ◽

Conceptual Model ◽

Structural Equation ◽

English Proficiency ◽

Direct Access ◽

Equation Modeling ◽

Content Type ◽

Willingness To Adopt ◽

The Relationship

Purpose This study aims to investigate India’s poor performance in the overall implementation of e-Governance despite significant improvements in the quality and scope of e-Government services in the country. Design/methodology/approach The study proposes a conceptual model based on four hypotheses that are tested using the structural equation modeling technique. Based on the results obtained, the conceptual model is suitably modified. Findings The major finding of the study is that “English proficiency” and “digital divide” sequentially mediate the relationship between “service quality” and the “willingness to adopt e-Governance” in India. Research limitations/implications The conceptual model emerging from the study adds to the literature on e-Governance service quality and adoption. However, a longitudinal or experimental study may provide more insights into the context. Practical implications Primarily, this study would interest agencies involved in developing and delivering e-Governance services. Besides, the findings may be useful for the “big data companies” that are interested in gaining direct access to the last-mile users of developing countries. Social implications The study intends to provide directions to policymakers on improving access to e-Governance services for the people who are deprived of the benefits of such services. Originality/value This is the first study to incorporate both English proficiency and digital divide in a single conceptual model in the literature related to the relationship between service quality and the willingness to adopt e-Governance.

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Perceived service quality of architectural consultancy firms and client satisfaction in building projects in Nigeria

Journal of Engineering Design and Technology ◽

10.1108/jedt-09-2020-0369 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Olusola Ralph Aluko ◽

Godwin I. Idoro ◽

Saheed O. Ajayi

Keyword(s):

Service Quality ◽

Client Satisfaction ◽

Continuous Training ◽

Building Projects ◽

Content Type ◽

Perceived Service Quality ◽

Management Measures ◽

Economical Design ◽

Regular Site

Purpose Clients in Nigeria have continuously questioned the quality of services being rendered by architectural firms in building projects. This study aims to investigate the areas of service responsible for determining client satisfaction. Design/methodology/approach The study uses questionnaire for data collection on perceived service quality and indicators of clients’ satisfaction. Findings The results of descriptive statistics suggest that efficient analysis and compliance with client brief along with buildability, flexibility and comprehensiveness of the design are the main technical determinants of clients’ satisfaction. Management measures for engendering clients’ satisfaction include team communication and collaboration as well as regular site visits when required. The study established a significant relationship between the perceived service quality and client satisfaction. At technical level, economical design and compliance with budget, buildability, optimal and error-free design and timely delivery have significant correlation with the perception of service quality, which could engender client satisfaction. At management level, collaboration and coordination, integrity and trust, regular site visits and project management knowledge and skills had significant relationships with perceived service quality. Originality/value To improve overall client satisfaction, architects are expected to focus on these factors in the process of service delivery. Architects’ expertise and skills can be further harnessed through continuous training and understanding of the project environment.

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The Relationship Of Service Quality To Client Satisfaction In An Accounting Firm Setting

International Business & Economics Research Journal (IBER) ◽

10.19030/iber.v2i3.3777 ◽

2011 ◽

Vol 2 (3) ◽

Author(s):

Carl L. Saxby ◽

Craig R. Ehlen ◽

Timothy R. Koski

Keyword(s):

Service Quality ◽

Client Satisfaction ◽

Accounting Firms ◽

Accounting Firm ◽

The Individual ◽

Relationship Of ◽

The Relationship ◽

Insight Into

This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and client satisfaction in an accounting firm setting. Using a sample of 154 clients, we confirm that service quality is positively related in clients satisfaction with their accounting firm. More importantly, we examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take to increase client satisfaction.

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Service Quality In Accounting Firms: The Relationship Of Service Quality To Client Satisfaction And Firm/Client Conflict

Journal of Business & Economics Research (JBER) ◽

10.19030/jber.v2i11.2941 ◽

2011 ◽

Vol 2 (11) ◽

Cited By ~ 2

Author(s):

Carl L. Saxby ◽

Craig R. Ehlen ◽

Timothy R. Koski

Keyword(s):

Service Quality ◽

Client Satisfaction ◽

Font Size ◽

Accounting Firms ◽

Accounting Firm ◽

The Individual ◽

Relationship Of ◽

The Relationship ◽

Insight Into

This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and both client satisfaction and firm/client conflict in an accounting firm setting.  Using a sample of 154 clients, we confirm that service quality is positively related to clients’ satisfaction with their accounting firm and negatively related to firm/client conflict.  We also examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take both to increase client satisfaction and to decrease firm/client conflict.

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