scholarly journals Evaluation of a Campus Service Quality Recreational Scale

2017 ◽  
Vol 62 (3) ◽  
pp. 67-82 ◽  
Author(s):  
Bakae Aubrey Mokoena ◽  
Manilal Roy Dhurup
Keyword(s):  
Service Quality ◽  
Campus Recreation ◽  
University Campus ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Body Of Knowledge ◽  
Recreation Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Leisure And Recreation

Abstract In the past two decades, several researchers have applied service quality frameworks in sport-related domains in measuring service quality among participants. However, university campus recreation has been scarce as compared to organised sport at local, regional and national levels, which often depends on a limited tenure linked to their membership as a registered student at a university. The purpose of the study is to investigate service quality dimensions as perceived by university leisure and recreation students. A cross-sectional survey was undertaken among 301 university students using a non-probability purposive sampling. Variables that constituted campus recreation service quality were operationalised through a literature review, including sport and recreational scales. Through factor analysis, seven distinct dimensions of campus recreation service quality were established. These factors were labelled: people interaction, facility design, sociability, physical change, equipment, ambience and program range. Item total correlations show satisfactory convergence of the items within their relevant constructs. This study complements the existing recreational sports body of knowledge by exploring campus recreation service quality. These dimensions may assist campus recreation mangers to understand the dimensions that are pertinent among students within a university context better. Recreation managers, in their periodic measurement of service quality, can incorporate these dimensions.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

Examination of Internet Banking Customer Perception of Service Quality

2017 ◽  
pp. 253-263 ◽  
Author(s):  
Nilanjan Ray ◽  
Tilak Nath Ghosh ◽  
Krishnendu Sen
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Customer Perception ◽  
Quality Dimensions ◽  
Major Factors ◽  
The Impact

The present study empirically examines the impact of internet banking service quality dimensions on Customer Satisfaction. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test. It was also found that customers are satisfied with IS-QUAL dimensions. Service quality has become as one of the major factors of the client satisfaction.

Effect of Service Quality on Hospital Image at Baiturrahmah Dental and Oral Hospital

2018 ◽  
Vol 4 (1) ◽  
pp. 16-21
Author(s):  
Dessy Angraini ◽  
Resa Ferdina
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Subjective Assessment ◽  
Educational Background ◽  
Direct Perception ◽  
Cross Sectional ◽  
Patient Will ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Analytic Design

Hospitals as one of the services in the marketing world face a very tight competition dynamics, this requires the hospital management to improve itself and make efficiency, so the hospital is required to provide optimum quality for the performance given to the patient because the patient will provide subjective assessment or forming a direct perception of the image of the company or service provider concerned. Therefore, the study aims to determine the effect of service quality on the image of Dental and mouth Hospital Baiturrahmah. This study used analytic design with cross sectional approach. The sample was 96 respondents, which were chosen using consecutive sampling technique that was adjusted with inclusion and exclusion criteria. The results showed that the characteristics of respondents were aged between 21-40 years old (42.7%) with educational background of majority respondents with high school education (62.5%). The work of respondents is housewife (IRT) amount (41,7%). Of five service quality dimensions consisted of tangibility, reliablity, responsiveness assurance, and empathy, only responsiveness which has significant effect on RSGM image t-count value 3,915. Based on the r-square value of service quality is only capable of affecting image of 51%, while 49% more image is influenced by other variables. It can be concluded that there is influence responsiveness to RSGM Baiturrahmah image, but not with tangibility, reliablity, assurance, empaty.

scholarly journals Perceptions of Service Quality: An Empirical Assessment of Modified SERVQUAL Model among Domestic Airline Carriers in Nigeria

2016 ◽  
Vol 4 (1) ◽  
pp. 5-31
Author(s):  
Rahim A. Ganiyu
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Generic Model ◽  
Cross Sectional Survey ◽  
Flight Pattern ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Domestic Airlines

Abstract Literature is replete with a large number of theories related to service quality measurement and dimensions in an airline context. To date, there is no consensus of opinion on the generic model and of the number of dimensions most appropriate to evaluate service quality in airline industry. This study investigates service quality dimensions in the Nigerian airline industry. The cross-sectional survey research design was adopted. Convenience sampling was used to select 800 respondents among departing air travellers in Lagos State. A structured questionnaire containing 28 items was developed to evaluate the perceived service quality of domestic airlines. The data collected were analysed using descriptive statistics, Pearson’s correlation analysis, and one-sample t-test. The dimensionality of perceived service quality in Nigeria’s airline industry was explored using exploratory factor analysis. From the analysis carried out, it was established that the modified SERVQUAL model provided a satisfactory level of overall reliability in Nigeria’s airline context, which implies that all the items were cohesive in forming the SERVQUAL dimensions. According to the findings of this study, all service quality dimensions are positively and significantly interrelated. The perceived service quality of domestic airlines across these dimensions was found to be poor. The most dissatisfied dimensions in order of ranking were: flight pattern, reliability, facilities, assurance, responsiveness, employee, and customization. On the basis of the aforementioned findings, this study concludes that airline operators should redefine their service standards to one that is customer-focused by identifying the dimension of service quality most preferred by the passengers and continuously strive to improve service delivery. The study recommends that airline operators should recognize the changing needs and expectations of air travellers and customize their range of services by identifying unique service requirements of the individual customers.

Effect of service quality on graduates’ satisfaction

2019 ◽  
Vol 27 (3) ◽  
pp. 320-337 ◽  
Author(s):  
Abdel-Aziz Ahmad Sharabati ◽  
Mohammad M. Alhileh ◽  
Hesham Abusaimeh
Keyword(s):  
Service Quality ◽  
Academic Staff ◽  
Well Being ◽  
Sustainable Competitive Advantage ◽  
Competitive Strategies ◽  
Cross Sectional ◽  
International Regulation ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThe purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates.Design/methodology/approachThis research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates’ satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis.FindingsThe results show that all service quality dimensions are highly implemented by the MEU. The relationships between all service quality dimensions and graduates’ satisfaction are strong. Finally, results show that all service quality dimensions affect graduates’ satisfaction.Research limitations/implicationsTo generalize the results of this research, further studies are recommended to be carried out on other universities especially in Jordan. Testing the perception and satisfaction of other universities, stakeholders will help to improve service quality and to gain suitable competitive strategies.Practical implicationsService quality is a key driver for universities’ sustainable competitive advantage; therefore, dimensions of service quality should be included within universities plan, strategies and daily activities.Social implicationsConsidering service quality in higher education improves countries’ economic development, quality of life and well-being. All corporate social responsibility pillars (social, economic, environmental responsibilities and national and international regulation and norms) should be adapted and adopted within services quality systems and programs.Originality/valueMost of previous studies were carried out to test the students’ perception while this research is dedicated to explore graduates’ perception regarding service quality offered by the MEU.

Impact of Internet Service Quality (IS-QUAL) on Client Satisfaction

2016 ◽  
pp. 371-388 ◽  
Author(s):  
Nilanjan Ray
Keyword(s):  
Service Quality ◽  
Client Satisfaction ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Internet Service ◽  
Quality Dimensions ◽  
The Impact

The present study empirically observes the impact of internet banking service quality dimensions on Client Satisfaction (CS). This study explores the potential dimensions of Internet Service Quality (IS-QUAL) dimensions and examines its impact on client satisfaction and client behavioral intentions in the banking context in India. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and simple regression analysis. The findings revealed impact of IS-QUAL dimensions are namely Trustworthiness, Awareness, Accessibility, Rigidity, Navigation, Communication and Web Customization/Personalization on client satisfaction.

scholarly journals Service Quality Perceptions in The Banking Industry: Major Dimensions

1970 ◽  
Vol 16 (2) ◽  
pp. 170-188
Author(s):  
Minjoon Jun ◽  
Robin Peterson ◽  
George Zsidisin ◽  
Bonnie Daily
Keyword(s):  
Service Quality ◽  
Banking Industry ◽  
The Body ◽  
Mail Questionnaire ◽  
Quality Perceptions ◽  
Body Of Knowledge ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Effective Service

This article aimed to expand the body of knowledge relating to the issues associated with customer-focused service quality and effective service delivery. A mail questionnaire inquired into the effectiveness of the marketing and operations functions of commercial banks in delivering loan products. This study revealed that substantial differences existed between bankers and customers groups in the perceived importance of service quality dimensions. Some suggestions and recommendations were provided to close the "gaps" and improve banking service quality.

scholarly journals Customers' Perceptions on Pharmaceutical Regulatory Service Quality in Ethiopia

2019 ◽  
Vol 7 (4) ◽  
pp. 28-35
Author(s):  
Kidanemariam G/Michael Beyene ◽  
Deribe Assefa Aga ◽  
Heran Gerba Borta ◽  
Mesafint Abeje Tiruneh
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Effective Strategies ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Expectations ◽  
And Control

Introduction: Service quality is a unique and abstract concept that is difficult to define and measure. It is an overall customer judgment that results from the comparison between service expectations and perceptions. There is no information on customers’ perception of pharmaceutical regulatory service quality in Ethiopia. Hence, this study aimed to assess customers’ perception of the Ethiopian Food, Medicine and Healthcare Administration and Control Authority’s pharmaceutical regulatory service quality. Materials and methods: Cross-sectional study design was conducted from March 30 to May 30, 2017. Using simple random sampling technique, 131 respondents were included in the study. Structured questionnaire adapted from the SERVQUAL model was used to collect the data. Paired sample t-test and descriptive statistics were used for data analysis. Results: The study found out that pharmaceutical regulatory service quality was low. Negative service quality gaps were observed in the five service quality dimensions and overall service quality. The widest service quality gap was in reliability and the narrowest gap was in the tangibility and assurance dimensions. The perception and expectation mean scores were 1.897±0.61 and 3.433±0.559 respectively. Conclusions: Only 21.4% of the customers perceived that there was good service quality in the Authority while 78.6% claimed as poor. The study showed that there are service quality gaps in the pharmaceutical regulatory services. Hence, managers should look into the unmet needs and expectations or low perceptions of customers; and formulate effective strategies to ensure provision of better service quality.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

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