Measurement And Consequences Of U.S. Tourists Perceptions Of Service Quality: A South African Hunting Safari Case Study

This research verifies the usefulness of the service quality principles and the Basic Service Package elements of the Augmented Service Offering model in measuring perceived service quality of a complex wildlife tourist activity. In addition, it determines the existence of a quality-satisfaction and quality-intention link. The South African hunting safari serves as an illustrating example. As U.S. hunters constitute the largest cluster of non-domestic customers in the South African safari hunting industry, their perceptions of service quality and the resulting satisfaction and behavioral intentions can significantly impact the sustainable competitiveness and profitability of safari service providers. The results negate the applicability of the SERVQUAL model, but confirm the usefulness of the Augmented Service Offering model in measuring the service quality of the safari hunt and in identifying areas of service failure and adequate service performance. The regression analysis confirmed the existence of important quality-satisfaction and quality-intention links.

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Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

Sustainability ◽

10.3390/su13020504 ◽

2021 ◽

Vol 13 (2) ◽

pp. 504

Author(s):

Patrícia Moura e Sá ◽

Maria João Rosa ◽

Gonçalo Santinha ◽

Cátia Valente

Keyword(s):

Service Quality ◽

Service Providers ◽

Service Performance ◽

Technological Equipment ◽

Perceived Service Quality ◽

Positive View ◽

Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

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Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽

10.25159/2663-659x/7265 ◽

2021 ◽

Vol 38 (4) ◽

Author(s):

Lesiba Stephen Ledwaba

Keyword(s):

Service Quality ◽

South African ◽

Service Providers ◽

Public Libraries ◽

Internet Access ◽

Quality Model ◽

Technical Problems ◽

Internet Connectivity ◽

Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

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Measuring factors influencing quality of software-as-a-service

Information Development ◽

10.1177/02666669211056368 ◽

2021 ◽

pp. 026666692110563

Author(s):

Nurul Huda Basiran ◽

Maryati Mohd. Yusof

Keyword(s):

Service Quality ◽

User Satisfaction ◽

Business Processes ◽

Service Providers ◽

Software As A Service ◽

Perceived Service Quality ◽

The Public ◽

Business Sectors

Various industrial and business sectors use Software-as-a-Service due to its fast services. However, Software-as-a-Service providers face various challenges in providing high-quality services while simultaneously managing vast multi-tenant infrastructure models and increasingly complex user requirements. To address these problems, we identified those factors that affect the quality of Software-as-a-Service from the perspective of provider–user relationship and investigated how service providers can objectively improve user satisfaction. In a case study, we evaluated the perceived service quality of an information system in the public sector based on user satisfaction with the quality of external outsourcing service in terms of assurance, empathy, responsiveness, reliability, and communication. We identified new sub factors (commitment, skills, effectiveness, change management, business processes, and motivation) and proposed action steps that can guide best practices in ensuring Software-as-a-Service quality. These factors are greatly influenced by the communication between providers and users.

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The influence of social media service quality on client loyalty in the South African banking industry

Acta Commercii ◽

10.4102/ac.v19i1.695 ◽

2019 ◽

Vol 19 (1) ◽

Author(s):

Bramwell K. Gavaza ◽

Kim L. Viljoen ◽

Liezel Cilliers

Keyword(s):

South Africa ◽

Social Media ◽

Service Quality ◽

South African ◽

The Body ◽

The South ◽

The Social ◽

Social Media Service ◽

The Impact

Orientation: The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place.Research purpose: The purpose of this study was to measure the influence of social media service quality on client loyalty in the South African banking industry.Motivation for the study: There are limited studies conducted in developing countries such as South Africa that focused specifically on the social media service quality and client loyalty in the banking industry.Research design, approach and method: The study used a quantitative approach and a descriptive research design to test the proposed hypotheses. An online survey on Facebook was used to collect the data from a sample of 377 respondents who had interacted with the five major banks in South Africa on the said platform. A snowball sampling technique was used to identify the appropriate respondents. The data was analysed with Structural Equation Modelling (SEM) to assess the model fit.Main findings: Findings of the research study proved that the social media system’s availability, fulfilment and privacy have a significant influence on the overall service quality of social media, which leads to client loyalty in the South African banking industry.Practical/managerial implications: The study recommended that managers and marketers should constantly evaluate, monitor and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in client loyalty in the South African banking industry.Contribution/value-add: The study provided empirical evidence, which contributed to the body of business and marketing knowledge in a South African banking context.

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THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

Verslas teorija ir praktika ◽

10.3846/btp.2020.11480 ◽

2020 ◽

Vol 21 (1) ◽

pp. 360-372

Author(s):

Deepika Jhamb ◽

Amit Mittal ◽

Pankaj Sharma

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Customer Service ◽

Service Provider ◽

Service Providers ◽

Strong Relationship ◽

Perceived Service Quality ◽

Behavioural Intentions ◽

Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

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Customer perceived service quality, satisfaction and loyalty in Indian private healthcare

International Journal of Health Care Quality Assurance ◽

10.1108/ijhcqa-01-2015-0008 ◽

2015 ◽

Vol 28 (5) ◽

pp. 452-467 ◽

Cited By ~ 28

Author(s):

Rama Koteswara Rao Kondasani ◽

Rajeev Kumar Panda

Keyword(s):

Service Quality ◽

Service Providers ◽

Healthcare Services ◽

Content Type ◽

Perceived Service Quality ◽

Customer Perceptions ◽

Private Healthcare ◽

Hospital Patients ◽

Correlation Statistics

Purpose – The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach – In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Finding – Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Practical implications – Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. Originality/value – This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

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