Logistic service quality and organisational performance: conceptualisation, measure development, measure test and model fit

2016 ◽  
Vol 25 (4) ◽  
pp. 532
Author(s):  
Sachin S. Kamble ◽  
Rakesh Raut ◽  
Shradha Gawankar
Keyword(s):  
Service Quality ◽  
Measure Development ◽  
Model Fit ◽  
Organisational Performance ◽  
Logistic Service

The Effect to Trust, Satisfaction, Repurchase intention by Logistic Service Quality in Online Shopping

2013 ◽  
Vol 27 (1) ◽  
pp. 479-507 ◽  
Author(s):  
Yongcheol Hwang ◽  
Kyoung-Hoon Kim ◽  
Kyoung-Hun Kim ◽  
Cheon Choung-Soo
Keyword(s):  
Service Quality ◽  
Online Shopping ◽  
Repurchase Intention ◽  
Logistic Service

scholarly journals The Impact of Attitudes towards Healthcare Service Quality on Organisational Performance: Evidence from the Saudi Arabia

2017 ◽  
Vol 5 (1) ◽  
pp. 1 ◽  
Author(s):  
Yaser Salman Alsharar ◽  
Fadzil Shah bin Aziz ◽  
Che Azlan Bin Taib ◽  
Rushami Zien Yusoff
Keyword(s):  
Saudi Arabia ◽  
Structural Equation Modeling ◽  
Data Analysis ◽  
Service Quality ◽  
Structural Equation ◽  
Healthcare Service ◽  
Equation Modeling ◽  
Organisational Performance ◽  
Government Hospitals ◽  
The Impact

This research aims to investigate the effect of attitudes towards healthcare service quality on organisational performance among Saudi Arabian hospitals. The sample size comprises of 154 hospitals randomly chosen from 259 government hospitals in Saudi Arabia. For data analysis, the Partial Least Squares (PLS) structural equation modeling was used. In addition, this study found a positive and significant association between attitudes towards healthcare service quality and organisational performance. Eventually, this study provides some limitations and suggestions for future researchers.

scholarly journals Impact of Service Quality on Malaysian Polytechnic Sustainability Using Modified HEdPERF Model: An Empirical Study

2021 ◽  
Vol 7 (2) ◽  
pp. 159-163
Author(s):  
Khairul Anuar Bin Mohd Ali ◽  
Sulaiman Bin Mohammed Khalid ◽  
Zafir Khan Bin Mohamed Makhbul
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
High Performance ◽  
Critical Factor ◽  
Specific Model ◽  
Academic Departments ◽  
Organisational Performance ◽  
Quality Model ◽  
Education Performance

Current literature in higher education service quality and organisational performance depicts that adequate application of modified HEdPERF (Higher Education PERFormance) in the organisation daily operation will generate high performance activities that subsequently will increase organisation performance. Although many previous investigations have studied the association between service quality and organisation performance in higher education, the role of modified HEdPERF education specific model as a critical factor for improving organisation performance among managers has been poorly discussed. The goal of this work is to assess the effect of modified HEdPERF service quality model and organisation performance relationship among heads of department of Malaysian polytechnics. This study employed random sampling method through self-administered questionnaires collected from 192 Heads of Department covering academic and non-academic departments within Malaysian polytechnics. The results have shown that programme issues, academic aspects and access are significant antecedents for organisational performance at Malaysian polytechnics. Conversely, non-academic and physical facilities were not able to improve organisational performance. The study outcomes confirm the ability of organisation to correctly execute modified HEdPERF which covers programme issue, academic aspects and access in daily operations as important measure to improve the performance of the organisation.

scholarly journals Assessing The Fit And Stability Of Alternative Measures Of Service Quality

2011 ◽  
Vol 15 (2) ◽  
pp. 13 ◽  
Author(s):  
Marla Royne Stafford ◽  
Victor Prybutok ◽  
Brenda P. Wells ◽  
Leon Kappelman
Keyword(s):  
Service Quality ◽  
Model Fit ◽  
Factor Solution ◽  
The Third ◽  
Alternative Measures ◽  
Ratio Approach ◽  
Perceptions And Expectations ◽  
The Stability ◽  
The One ◽  
Single Approach

<span>Despite continued research, no single approach to assessing service quality has emerged as a standard, and reconciliation of the differences among these approaches remains quixotic. This paper focuses on the empirical assessment of different approaches to measuring service quality. Furthermore, this work examines the stability of these approaches by comparing the different measures among three companies within the same industry. Two of these approaches (difference scores and perceptions only) are discussed in the existing literature. The third approach (log of the ratio) is introduced in this work because of its potential quantitative advantage for assessing service quality while preserving the comparison between perceptions and expectations. A fourth approach (ratio) is included for completeness. Despite the proposed advantages of the log of the ratio approach, results suggest that the different score performs the best. Moreover, the five-factor solution originally posited by Parasuraman, Zeithaml and Berry (1988) provides a better fit than the one-factor solution advanced by Cronin and Taylor (1992). While these findings substantiate Parasuraman, Zeithaml and Berrys approach, the strength of the model fit still suggests a need for continued development of measure to effectively assess service quality.</span>

scholarly journals The Moderating Effect of Local VS. Foreign CourierService Providers on Logistic Service Quality (LSQ)

2012 ◽  
pp. 257-261
Author(s):  
Jessica Sze Yin Ho ◽  
Derek Ong Lai Teik ◽  
Felicia Tiffany ◽  
Loong Fatt Kok ◽  
Tat Yang Teh
Keyword(s):  
Service Quality ◽  
Moderating Effect ◽  
Logistic Service

The Role of Technology Level and Logistics Performance on the Relationship Between Logistics Service Quality and Firm Performance

2020 ◽  
pp. 107-135
Author(s):  
Özgür Kayapınar ◽  
Fatma Lorcu
Keyword(s):  
Factor Analysis ◽  
Firm Performance ◽  
Service Quality ◽  
Logistics Service ◽  
Logistic Service ◽  
Logistics Service Quality ◽  
Technology Level ◽  
The Relationship

The main purpose of this study is to examine the relationship between logistics service quality, logistics performance, firm performance, and technology. Survey data, which was collected from 572 industrial consumers operating in Turkey by stratified sampling method, were analyzed and compared by factor analysis and SEM. According to the results of the analysis, the data indicate that the quality of logistic service affects logistic performance and firm performance positively and directly. Also, it is clear from the results that the mediation role of logistic performance and its indirect impact are important in the effect of logistic service quality on firm performance. In the effect of the quality of logistic performance on firm performance, the role of technology in moderation is understood. It is also stated that when the moderation role of technology in the logistic service quality affects firm performance, logistic performance has also the mediation role.

scholarly journals An Assessment of Customer Retention with Self-Service Technologies: A Model Development

2019 ◽  
Vol 10 (1) ◽  
pp. 78
Author(s):  
Ali Alsiehemy
Keyword(s):  
Service Quality ◽  
Model Development ◽  
Customer Retention ◽  
Organisational Performance ◽  
Marketing Relationship ◽  
Usage Patterns ◽  
Future Intention ◽  
Self Service ◽  
Different Cultures ◽  
Customers Perspective

This paper reviews the literature relating to self service technologies (SST) with the purpose of building an accurate and clear picture of the most important aspects associated with this technology. It also reviews the literature on customer retention using SST. By examining studies of SST, it can be seen that many have examined SST from different perspectives (customers vs. organisations) in different contexts (banks, libraries, airlines, hotels and retailers) and in different cultures and countries (developed, developing). Thus, this chapter, after providing an overview of SST, discusses the topic from the organisational perspective by focusing on areas concerned with the contribution of SST to organisational performance (e.g. profitability, productivity, marketing relationship, service quality and cutting costs). A closer look at these studies clearly reveals the breadth and diversity of studies investigating SST from the customers’ perspective, whereby it is noteworthy that the majority have focused on examining the usage patterns of SST (e.g. behavioural intention, usage behaviour, adoption, future intention). Finally, this chapter examines the use of SST in banks to retain customers as well as the profitability of customer retention.

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