A Gap Analysis to Measure Service Quality of Agricultural and Medical University Libraries of Haryana and Punjab States of India through Users’ Perspectives: Applying LibQUAL+ Model

2021 ◽  
Vol 58 (2) ◽  
pp. 117
Author(s):  
Bhanu Partap
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
University Libraries ◽  
Medical University

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

Quantitative representation of perception and evaluation method for service quality in university library under 4-D space

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jingyi Wang ◽  
Run Yuan ◽  
Hongwei Shi
Keyword(s):  
Service Quality ◽  
Evaluation System ◽  
Evaluation Methods ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Foreign Countries ◽  
Library Evaluation ◽  
Evaluation Parameters

Purpose The purpose of this paper is to evaluate the service quality of university library more accurately and dynamically and improve the service efficiency of library. The paper realizes quantified representation of library service quality and overcomes the shortcoming of the traditional library evaluation system, which does not consider reader’s identity and cannot be evaluated separately. In addition, according to the function configuration of each department of library, a relation between library evaluation parameter and its organization structure is built. According to the evaluation results and the chain of relations, some suggestions for improving library service can be put forward; thus, it can improve the quality of library service and management efficiency. Design/methodology/approach In this paper, a four-dimensional (4-D) representation method is put forward to express four kinds of parameters, namely, the category of participants, the number of people evaluated, the rating level and the weight of parameters, which is expressed by chromaticity and a three-dimensional column coordinate space. Considering the existing evaluation methods such as LibQUAL+TM, the content of evaluation parameters, the grade of evaluation parameters and the weight of evaluation parameters are modified. Using the volume and the equivalent number of people under this evaluation system, the evaluation grade can be quantified and the total results can be evaluated quantitatively. Findings The evaluation model proposed in this paper is a 4-D system that is based on content parameters to evaluate the number of participants, score segments, evaluation content weights and reader information. It gives full consideration to the good advice of many scholars and combines the actual operation of domestic libraries. The situation effectively integrates successful experience abroad. Both the undergraduate and teacher sampling evaluation results and their analysis in this paper show the accuracy and credibility of the method. Originality/value Although the satisfaction index model has a good effect in foreign countries, taking into account that readers of university libraries in China are different from those in foreign countries in the evaluation methods of the tutorial, professional multi-level evaluation will produce greater errors in practical applications. The traditional four-level method based on Chinese education evaluation (excellent, good, pass and fail) has reached consensus among teachers and students in practical application, and it is easy to achieve consistency. Therefore, this paper also adopts four-level evaluation, that is, very satisfied, satisfied, generally satisfied and very dissatisfied. The embedded application will be able to perform dynamic evaluation and thus can be used in China. The evaluation of service quality in university libraries provides an effective new method.

scholarly journals Gap analysis of the quality of sales service

2011 ◽  
Vol 59 (2) ◽  
pp. 137-142
Author(s):  
Štěpán Kala ◽  
Lucie Vokáčová ◽  
Jan Huml
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Quality Standard ◽  
Sales Personnel ◽  
Gap Measurement ◽  
Standard Quality

The article aims to measure the size of customer gaps as for their perception of sales service standard quality. Gap analysis employed for customer gap measurement is elaborated on the basis of the results obtained from questionnaire enquiry directed on customers and employers of the company sales places that were under examination. Questionnaire enquiry revealed substantial disparity between the perception of standard by employers and customers, especially in terms of sales personnel contact with customer. The research has quantified the size of customer gaps within sales service quality standard categories. In addition, it identifies problem areas detected by means of the carried out analysis as well as it provides suggestions for their solution.

scholarly journals Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis

2018 ◽  
Vol 3 (1) ◽  
pp. 11
Author(s):  
Gandi Suhartinah ◽  
Hery Hamdi Azwir
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Training Program ◽  
Gap Analysis ◽  
Technical Training ◽  
Actual Performance ◽  
Training Service ◽  
Priority Factor ◽  
Training Department

<p>Department of technical training is the department that responsible for training program for the entire production technician in PT.ABC. In order to constantly improve the quality of training service, a research was conducted to analyze the satisfaction of production technician towards training service quality that organized by technical training department. Production technician will determine, whether the training program has been satisfactory or not. To determine the participants' satisfaction of the quality of the training service, this research has started by using the concept of service quality and also shows a model of service quality gap. Analysis of the participants' satisfaction was measured by using the service quality in order to know the gap between actual performance and expectation performance of the training service. This research was conducted to determine the priority factor that must be done to improve the quality of the training services. This factor is determined by using importance performance analysis method and the results from this research is customer satisfaction and priority factor for improvements which consists of the hygiene of training room, training content materials, training modules and clarity of training information.<br />Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis</p>

scholarly journals Rural communities' perception of and willingness to pay for wastewater and stormwater management infrastructure in Bihar, India

2020 ◽  
Vol 10 (1) ◽  
pp. 36-47
Author(s):  
Mohammad Rashid ◽  
Debapratim Pandit
Keyword(s):  
Rural Communities ◽  
Service Quality ◽  
Willingness To Pay ◽  
Rural Areas ◽  
Stormwater Management ◽  
Gap Analysis ◽  
Service Improvement ◽  
The Relationship ◽  
Economic Considerations

Abstract Management of wastewater and stormwater is required for achieving total sanitation and conservation of fresh water resources. The wastewater and stormwater management (WSM) infrastructure suitable to rural areas is usually determined based on technical, environmental, and economic considerations and local communities' perception of infrastructure is ignored. This study analyses the rural communities' choice and perception of WSM infrastructure and their willingness to pay (WTP) for their improvement and maintenance. The households' choice and perception of different aspects of rural WSM infrastructure are determined using the RIDIT (relative to an identified distribution and transformation) analysis, service quality gap analysis, through establishing the relationship between households' satisfaction with individual aspects and overall quality of WSM, and WTP for the service improvement and maintenance. The study finds that rural people like to dispose of wastewater offsite as a good network of drains is found in the villages. However, several aspects of WSM are perceived as poor and require the attention of the policymakers. The rural households want improvement in several attributes and are willing to pay for the maintenance of improved service. The service quality of individual attributes of WSM infrastructure and socioeconomic characteristics of the households are essential determinants of their WTP.

Patient Satisfaction with the Healthcare Service Quality: An Empirical Investigation at Malaysian Public Hospitals by Utilizing SERVQUAL-Gap Analysis

2021 ◽  
Vol 12 (3) ◽  
pp. 734-740
Author(s):  
Wan Salmuni Wan Mustaffa Et.al
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Service Industries ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Healthcare Industry

The healthcare industry is among the most rapidly growing service industries in the world economy. In recent years, the government of Malaysia has taken various initiative to increase funding for the healthcare sector to improve the quality of life amongst citizens. However, the continuing complaints regarding patients’ dissatisfaction towards the quality of healthcare services lead to a huge challenge to the service providers. Thus, the main objective of this research is to measure patient satisfaction with healthcare service quality. The selected Malaysian public hospitals were involved in this research. A questionnaire was used as a research instrument distributed to the patient's experienced service delivery at Malaysian public hospitals. The convenience sampling technique was employed to gather the data. Data collected were analyzed using SERVQUAL-gap analysis. The descriptive results revealed that the patients were only moderately satisfied with healthcare service quality rendered byMalaysian public hospitals. Based on the SERVQUAL-gap analysis results, the empathy dimension showed the lowest mean value. This indicates that service quality offered by Malaysian public hospitals still needs improvement in terms of the level of caring and needs as well as individualized attention that the hospital needs to provide to their patients. This research benefits the managerial in the healthcare industry to deliver excellent service experience to the patients by considering the relevant indicators of service evaluation.

Creating excellent and competitive motels services

2018 ◽  
Vol 30 (2) ◽  
pp. 836-854 ◽  
Author(s):  
Ching-Chan Cheng ◽  
Cheng-Ta Chen
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Phase Method ◽  
Kano Model ◽  
Two Phase ◽  
Content Type ◽  
Market Competitiveness ◽  
Improvement Strategies ◽  
Willingness To Purchase

Purpose The motel industry in Taiwan is a highly competitive industry, which requires considerable investment and demands innovative services. This paper aims to identify the competitive qualities that urgently require improvement to enhance the service quality of motels using the two-phase method of importance-performance and gap analysis (IPGA) and the Kano model, and develops specific improvement strategies. Design/methodology/approach By questionnaire survey, this study collects 562 valid questionnaires from motels in Taipei City. The IPGA and Kano model are used to identify the service attributes of market competitiveness that urgently require improvement. Findings The results show there are 14 attributes that should be urgently improved, of which four are the attractive qualities of market competitiveness (competitive qualities). This study develops ten improvement strategies, as based on the four competitive qualities, for the reference of the motel industry. Practical implications The results can identify the competitive qualities that require urgent improvement to address the development of improvement strategies for motels. The managers of motels can refer to the ten improvement strategies to create excellent and competitive motel services. Originality/value The results combine “customers’ needs” with “the competitive meanings of quality attributes in the market” under limited resources, to upgrade motel service quality, customers’ willingness to purchase and motel competitiveness.

Evaluating library service quality of University of Kashmir: a LibQUAL+ survey

2019 ◽  
Vol 20 (1) ◽  
pp. 60-71 ◽  
Author(s):  
Anil Kumar ◽  
Preeti Mahajan
Keyword(s):  
Service Quality ◽  
Information Control ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Library Users ◽  
Zone Of Tolerance ◽  
Library As Place ◽  
Model Approach

Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study, learning and research” (LP-21) was found as most important service item as per users’ desired expectations, while “Library staff shows dependability in handling users’ service problems” (AS-9) is marked as the least desired item. Originality/value Only a few studies have been carried out to evaluate the SQ of Indian university libraries as far as the LibQUAL+ model is concerned. Therefore, the findings of present survey will help to understand how far library has reached in satisfying users’ expectations as well as the areas or dimensions where it needs to improve.

scholarly journals The KUALITAS PELAYANAN ADMINISTRASI KEPEGAWAIAN DINAS PENDIDIKAN PROVINSI SUMATERA SELATAN

MBIA ◽  
2021 ◽  
Vol 20 (2) ◽  
pp. 123-140
Author(s):  
Mardesah Mardesah ◽  
Rabin Ibnu Zainal
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
The South ◽  
Quality Model ◽  
Five Dimensions ◽  
Administrative Services ◽  
Fishbone Diagram ◽  
Education Personnel ◽  
Personnel Administration

This study aims to determine the assessment of the quality of administration staff services at the Education Office of South Sumatra Province (Dinas Pendidikan Provinsi Sumatera Selatan) based on the analysis results of five dimensions of service quality in the SERVQUAL (service quality) model, named Tangible (Physical Evidence), Empathy (Care), Realibility, Responsiveness (Quick Response) and Assurance (Certainty). The collected data was analyzed using a questionnaire in the form of a SERVQUAL scale that describes the gap (GAP) of the expected service quality between expectations and reality (perceptions) received by the Educators and Education Personnel of the South Sumatra Province Education Office. The results of the study indicate that the quality of personnel administration services has not been a satisfactory because of the dimensions that have a minus or negative value, named: Realibility -0.15 and Responsiveness -0.46. Therefore, the South Sumatra Provincial Education Office(Dinas Pendidikan Provinsi Sumatera Selatan) needs to improve the quality of administrative services so that it is optimal and changes the gap to a positive value. Recommendations for improvement are made using the Fishbone Diagram and the Kaizen 5W 1 H method. The fishbone chart is useful for showing the main factors that affect quality and have an impact on service quality. If the problems and causes are known for certain, then the corrective actions and steps will be easier to conduct. To create a Fishbone Diagram, the Kaizen Method Tools are used by asking several questions on the basis of 5W + 1H (what, who, why, where, when and who). Keywords: : SERVQUAL, GAP analysis, Administrative Services Abstrak Penelitian ini bertujuan untuk mengetahui penilaian kualitas pelayanan administrasi kepegawaian Dinas Pendidikan Provinsi Sumatera Selatan didasarkan pada hasil analisa lima dimensi kualitas jasa dalam model SERVQUAL (service quality) yaitu Tangible (Bukti Fisik), Emphaty (Kepedulian), Realibility (Keandalan), Responsiveness (Keandalan/Cepat Tanggap) dan Assurance (Kepastian). Data yang terkumpul dianalisa menggunakan kuesioner berupa skala SERVQUAL yang menggambarkan kesenjangan (GAP) kualitas pelayanan yang diharapkan antara  (ekpetasi) dan kenyataan (persepsi) yang diterima oleh Tenaga Pendidik dan Tenaga Kependidikan Dinas Pendidikan Provinsi Sumatera Selatan. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi kepegawaian belum memuaskan karena ada  dimensi  yang bernilai minus atau negative yaitu : Realibility -0,15 dan Responsiveness -0,46. Oleh karena itu Dinas Pendidikan Provinsi Sumatera Selatan perlu meningkatkan kualitas pelayanan administrasi agar optimal dan merubah Gap menjadi bernilai positif. Rekomendasi perbaikan dilakukan dengan Diagram Fishbone dan Metode Kaizen 5W 1 H. Diagram tulang ikan (fishbone chart) berguna untuk memperlihatkan faktor-faktor utama yang berpengaruh pada kualitas dan mempunyai akibat pada kualitas pelayanan. Apabila masalah dan penyebab sudah diketahui secara pasti, maka tindakan dan langkah perbaikan akan lebih mudah dilakukan. Untuk membuat Diagram Fishbone digunakan Tools Metode Kaizen yaitu  dengan teknik bertanya dengan pertanyaan, dengan dasar 5W+1H  yaitu what, who, why, where, when dan who. Kata Kunci: SERVQUAL, GAP analysis, Pelayanan Administrasi.

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