Online Service Quality Measurement Models: A Comparative study

2016 ◽  
Author(s):  
Art Shala ◽  
Genc Alimehmeti
Keyword(s):  
Service Quality ◽  
Comparative Study ◽  
Quality Measurement ◽  
Online Service ◽  
Measurement Models

Quality and price – impact on patient satisfaction

2014 ◽  
Vol 27 (8) ◽  
pp. 684-696 ◽  
Author(s):  
Angelos Pantouvakis ◽  
Nancy Bouranta
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Performance Model ◽  
Price Impact ◽  
Service Improvement ◽  
Content Type ◽  
Multinomial Logistic Model ◽  
Measurement Models ◽  
Proposed Model ◽  
Important Quality

Purpose – The purpose of this paper is to synthesize existing quality-measurement models and applies them to healthcare by combining a Nordic service-quality with an American service performance model. Design/methodology/approach – Results are based on a questionnaire survey of 1,298 respondents. Service quality dimensions were derived and related to satisfaction by employing a multinomial logistic model, which allows prediction and service improvement. Findings – Qualitative and empirical evidence indicates that customer satisfaction and service quality are multi-dimensional constructs, whose quality components, together with convenience and cost, influence the customer's overall satisfaction. Originality/value – The proposed model identifies important quality and satisfaction issues. It also enables transitions between different responses in different studies to be compared.

scholarly journals Healthcare service quality-measurement models: a review

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Berhanu Endeshaw
Keyword(s):  
Developing Countries ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Measurement ◽  
Quality Of Healthcare ◽  
Measurement Model ◽  
Healthcare Services ◽  
Content Type ◽  
Measurement Models

PurposeThe purpose of this study was to review existing healthcare service quality-measurement models.Design/methodology/approachA review of the literature was conducted utilizing keywords “healthcare’’, “service quality’’, “measurement models”, “SERVQUAL”, “SERVPERF”, “HEALTHQUAL”, “PubHosQual” and “HospitalQual”. These investigations were selected from the “Emerald’’, “ABI/Inform”, “ScienceDirect” and “EBSCOhost” databases. A range of studies used in the makeup of the healthcare quality-measurement model for a 36 years period (1979 to 2015) were examined in an exhaustive survey of the literature. Of 137 studies reviewed, 74 studies were selected for analysis.FindingsAs yet, no consensus has been reached among scholars on the definition and indicators and factors of the quality of the healthcare services. Moreover, most of the current models are of Western origin and incongruent with the cultural and economic contexts of developing countries. The previous studies create scales resembling the generic measures of service quality, which may not be completely appropriate for assessing the perceived quality of healthcare services. Furthermore, previous studies were too narrow, overemphasizing the quality of healthcare only as far as the functional aspect of the services were concerned and paying too little attention to the technical aspects, using the experience of healthcare providers. These results have much room for failures. This is therefore advising healthcare organizations that need to develop their own models for measuring the quality of their services.Originality/valueGeneric models no longer suffice in measuring the quality of healthcare services. Developing countries should try and develop their own models for measuring the quality of healthcare services.

scholarly journals Hospital service quality measurement models: patients from Asia, Europe, Australia and America

2015 ◽  
Vol 26 (9-10) ◽  
pp. 1029-1041 ◽  
Author(s):  
Natcha Thawesaengskulthai ◽  
Patcharin Wongrukmit ◽  
Jens J. Dahlgaard
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Hospital Service ◽  
Measurement Models

scholarly journals Evolución del concepto de calidad y los modelos de medición de calidad en el servicio (Evolution of the concept of quality and service quality measurement models)

2019 ◽  
Vol 15 (30) ◽  
Author(s):  
Arlet Abigail Cruz Sánchez ◽  
María Dalia Orduña Carlos ◽  
José Gerardo Álvarez Hernández
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quality Measurement ◽  
Relational Capital ◽  
Quality Service ◽  
Capital Social ◽  
Measurement Models ◽  
Service Models ◽  
The Subject

Abstract. This article starts with the concept of quality and service, to explain the evolution of the concept of quality. It shows how quality in the service has been an issue that has been the subject of several investigations, a literary review of the quality of service models that have been developed in the quest to quantify intangible goods is presented. Finally, we present some empirical research that has addressed the issue of quality in services.Key words: measuring models, quality, quality service, relational capital, service, social capitalJEL: M10, M31Resumen. Este articulo parte desde el concepto de calidad y servicio, hasta explicar la evolución que ha tenido el concepto de calidad. Se muestra como la calidad en el servicio ha sido un tema que ha sido motivo de diversas investigaciones, se presenta una revisión literaria de los modelos de medición de la calidad en el servicio que se han desarrollado en la búsqueda por cuantificar los bienes intangibles, por último se presentan algunas investigaciones empíricas que han abordado el tema de la calidad en los servicios.Palabras clave: calidad en el servicio, capital relacional, capital social, modelos de medición, servicio 

ARTQUAL

2019 ◽  
Vol 36 (9) ◽  
pp. 1490-1521 ◽  
Author(s):  
Abteen Ijadi Maghsoodi ◽  
Abbas Saghaei ◽  
Ashkan Hafezalkotob
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Measurement Model ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Cultural Centers ◽  
Measurement Models ◽  
Cultural Preferences

Purpose The purpose of this paper is to formulate and validate a measurement model to evaluate the service quality of cultural centers. This study aims to expand the domain of service quality measurement models by extending the SERVQUAL model to an alternative measurement tool called the ARTQUAL model based on three different preferences and scenarios including concert halls, theater halls and art galleries. Design/methodology/approach The data were collected from 15 cultural centers. Structural equation modeling (SEM) was utilized in the current research to study the association between aesthetic environments and service quality. An exploratory factor analysis took place to formulate the fundamentals of the measurement model. The validation process is based on a hybrid framework integrating the covariance-based SEM along with the partial least square technique to present a robust validity of the ARTQUAL model. Ultimately, an extensive managerial analysis has been established to show the practicality of the ARTQUAL model. Findings This study provides empirical evidence that the ARTQUAL instrument is proven to be valid, reliable and appropriate to evaluate the service quality of cultural centers. Based on the real-world managerial analysis, the ARTQUAL model showed a significant practicality in quality evaluation of aesthetic environments. Research limitations/implications One of the most important limitations of quantitative studies, based on aesthetic features, is the cultural preferences. This limitation is due to the nature of cultural preferences and partialities applied in different countries based on the definition of quality involving aesthetic aspects such as age, sex and culture. Meanwhile, the findings of this study can guide the service management experts to better understand and improve customers’ perceptions and orientations of service quality in aesthetic environments. Originality/value This paper presents a novel service quality measurement model in order to evaluate the service quality of cultural centers. The originality of the current study is not merely limited to the suggestion of a new quality measurement model, a hybrid statistical validation framework has been provided as well. Therefore, this study provides valuable guidelines to both practitioners and academics to enhance the quality of service measurements in cultural centers.

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