scholarly journals 497 Customers in Seven U.S. Markets Assess Service Quality In Traditional and Non-traditional Retail Garden Center Outlets

HortScience ◽  
1999 ◽  
Vol 34 (3) ◽  
pp. 531A-531 ◽  
Author(s):  
Bridget Behe ◽  
Susan Barton
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Household Income ◽  
Demographic Characteristics ◽  
Family Status ◽  
High Expectations ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Perceptions And Expectations ◽  
Percent Female

SERVQUAL has been demonstrated to be a reliable and valid tool to measure customer perceptions and expectations of service quality. Two previous uses of the survey in the horticulture industry were identified. In Spring 1997, we adapted the SERVQUAL instrument to survey 701 customers of 10 retail garden centers (TR) and four nontraditional retail or mass-merchandise outlets (MM) in seven U.S. markets. Among the seven markets, customers differed on only two of six demographic characteristics: income and number of people residing in the household. Demographic characteristics of TR and MM customers were similar in terms of age (47 and 45 years), people residing in the household (2), percent female respondents (77% and 73%), and family status. Customers differed demographically on 1996 household income ($50,722 and $44,753). Customers of TR and MM had similarly high expectations for three of five service quality and one product quality dimensions. However, TR customer perceptions were consistently higher on all service and product quality dimensions than MM customers. This yielded consistently higher service quality gaps for MM customers when compared to TR customers. We concluded that TR hold an advantage in these seven markets with higher customer perceptions of product and service quality.

scholarly journals Consumer Perceptions and Expectations of Garden Center Product and Service Quality

1997 ◽  
Vol 15 (1) ◽  
pp. 12-15
Author(s):  
Jay T. Hudson ◽  
Bridget K. Behe ◽  
Harry G. Ponder ◽  
William E. Barricks
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
Quality Dimension ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Difference ◽  
Perceptions And Expectations

Abstract We compared consumers' product and service quality perceptions and expectations from five traditional garden centers (TGC) and three non-traditional garden center outlets (NTO) in Charlotte, NC. Customers from both outlets had similar expectations of service and product quality. However, TGCs better met customer expectations with higher perceptions scores and smaller gap scores. Service quality gaps were the difference between customer perceptions and expectations. Gaps were identified for both outlets on four of five service quality dimensions and for the single product quality dimension. TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers but their importance was reversed for NTO customers. Both customer groups ranked tangibles as the least important service quality dimension and retailers did not have a gap on this dimension.

scholarly journals Consumer Perceptions of Service Quality in the Texas Retail Floral Industry

HortScience ◽  
1997 ◽  
Vol 32 (2) ◽  
pp. 318-323 ◽  
Author(s):  
Wayne A. Becker ◽  
Bridget K. Behe ◽  
James L. Johnson ◽  
Christine D. Townsend ◽  
Kerry K. Litzenberg
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Household Income ◽  
Consumer Perceptions ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Retail Outlets ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Perceptions And Expectations

After a survey describing the range of products and services offered by Texas florists and supermarket floral departments, a modified SERVQUAL instrument measured customer perceptions and expectations of floral service quality. Florist customers were 3.2 years older, had a slightly higher household income, bought floral products twice as often from a florist, spent $14.53 more on each florist purchase than supermarket customers; they also made four fewer floral purchases from supermarkets during the previous 6 months. Supermarket customers spent $14.40 more on each supermarket floral purchase than did florist customers. Reliability was the most important and tangibles were the least important of the five service quality dimensions. Although expectations for both groups were similar on 18 of 22 service quality items, florists' customers perceived higher service quality than did supermarket customers. Although customers of both retail outlets had expectations higher than perceptions, florist customers had smaller, less negative gap scores. This result showed that florists better met customer expectations than did supermarket floral departments, a potential competitive advantage.

scholarly journals Consumer Perceptions and Expectations of Garden Center Quality

HortScience ◽  
1996 ◽  
Vol 31 (4) ◽  
pp. 650e-650
Author(s):  
Jay T. Hudson ◽  
Bridget K. Behe ◽  
Harry G. Ponder ◽  
William E. Barrick
Keyword(s):  
Service Quality ◽  
Consumer Perceptions ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
Quality Dimension ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Difference ◽  
Perceptions And Expectations

We compared service quality perceptions and expectations for consumers from five traditional garden centers (TGC) and three nontraditional garden center outlets (NTO) in Charlotte, N.C., in 1995. NTO and TGC customers had very similar expectations of service quality from their respective retailers. However, TGC customers perceived that their retailer better met their overall expectations. Service quality gaps, the difference between customer perceptions and expectations, were identified for both types of outlets for four of five service quality dimensions. Both TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers. This order was reversed for NTO customers. Both sets of customers ranked tangibles as the least important service quality dimension.

Service Quality Dimensions Within Technology-Based Banking Services

2013 ◽  
pp. 198-248
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

Customer perceptions of quality – a study in the SPA industry

2016 ◽  
Vol 28 (6) ◽  
pp. 657-675 ◽  
Author(s):  
Yvonne Lagrosen ◽  
Stefan Lagrosen
Keyword(s):  
Cluster Analysis ◽  
Factor Analysis ◽  
Focus Group ◽  
Service Quality ◽  
Exploratory Factor Analysis ◽  
Focus Group Interviews ◽  
Content Type ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Group Interviews

Purpose The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions. Design/methodology/approach The empirical study involved seven Swedish SPA hotels. The first part was qualitative, consisting of seven focus-group interviews with hotel guests. In addition, service providers’ perceptions of customer quality were collected through seven quality cafés. The qualitative parts were analysed with the constant comparative technique from the grounded theory approach. Based on the findings from the interviews, a questionnaire was delivered to 400 randomly accessed women. The responses were analysed with exploratory factor analysis and cluster analysis. Findings The focus-group interviews showed that the customers’ perception of quality could be expressed in the following dimensions: physical effects, mental effects, pleasure and flexibility. The dimensions for customer quality seen from the staff’s perspective were treatments, climate and the SPA facility itself. The exploratory factor analysis defined the following underlying factors: enjoyment, treatments, practicality, fitness, cost and calm. The cluster analysis resulted in four groups of customer profiles: the more of everything group, the enjoyers, the savers and the fitness freaks. Research limitations/implications A limitation is that the study has only been carried out in one country. The main implication for research is a better understanding of quality dimensions and perceptions of service quality in the SPA industry. Practical implications The study provides a comprehensive insight into the dimensions of quality for SPA visitors. Moreover, four distinct groups of customers have been identified. This knowledge should be useful for SPA managers. Originality/value Only limited amounts of research have previously been carried out in the SPA industry. The paper provides a framework depicting perceptions of quality dimensions in SPA hotels.

scholarly journals The telephonist and the service quality gap

1992 ◽  
Vol 23 (3/4) ◽  
pp. 82-89
Author(s):  
Jay Owens ◽  
Terese Loggenberg
Keyword(s):  
Service Quality ◽  
Customer Orientation ◽  
Service Firms ◽  
Telephone Service ◽  
Quality Model ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Communications Skills ◽  
Regular Measurement ◽  
Perceptions And Expectations

With this research customer perceptions and expectations of the in-house telephone service were investigated in four service organizations. Service quality was measured by means of a multiple item scale for measuring customer perceptions. The findings were supported by inputs from the managers and telephonists of these firms. The results showed that overall the quality of the service, provided by the in-house telephone service in the companies investigated, lagged behind customer expectations. The indicators for the gaps on the conceptual service quality model correlated well with the overall quality scores. Recommendations are made that the managements of service firms should include the telephonists in their overall service quality management, and provide more training on communications skills on service and customer orientation for the telephonists. Telephonists should also receive more support from management and staff since they feel left out of the organization. The regular measurement and monitoring of service quality should also include this very important function as first contact with any service company.Met hierdie navorsing word kliente se persepsies en hul verwagtinge van die binneshuise telefoondiens in vier diensorganisasies ondersoek. Diensgehalte is deur middel van 'n veelvoudige item-vraeboog bepaal wat klientepersepsies meet. Die bevindinge is ondersteun deur insette vanaf die bestuurders en die telefoniste van die bogenoemde firmas. Die bevindinge dui daarop dat die algehele gehalte van die diens wat deur die binneshuise telefoondiens aangebied word, nie aan klienteverwagtinge voldoen nie. Die gapings van die diensgehalte-model, korreleer goed met die algehele dienstellings. Aanbevelings word gemaak dat die bestuur van die firmas die telefoniste behoort in te sluit in hul algehele diensgehaltebestuur, en dat meer opleiding in kommunikasiekundigheid, in diens, en opleiding in klientegerigtheid vir telefoniste aangebied behoort te word. Telefoniste behoort meer ondersteuning van beide bestuur en personeel te ontvang, aangesien hulle voel dat hulle nie altyd deel van die organisasie is nie. Die gereelde bepaling en waarneming van diensgehalte behoort ook hierdie baie belangrike funksie, as eerste kontak met enige diensmaatskappy, in te sluit.

scholarly journals ANALISIS PENINGKATAN KUALITAS PELAYANAN BONGKAR MUAT BARANG DI PELABUHAN PROBOLINGGO (Studi Kasus PT Delta Arta Bahari Nusantara Cabang Probolinggo)

2021 ◽  
Vol 6 (2) ◽  
pp. 95
Author(s):  
Ardhian Trilaksono ◽  
Indung Sudarso
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Function Deployment ◽  
Customer Perceptions ◽  
Port Operation ◽  
Storage Area ◽  
Loading And Unloading ◽  
Owned Company ◽  
Perceptions And Expectations

PT Delta Arta Bahari Nusantara is a regional-owned company owned by the East Java region as a loading and unloading operator for the Probolinggo port trying to improve port operation services, one of the efforts that has been made is building port facilities. There is an increase in loading and unloading activities of superior commodities, it is necessary to increase the quality. Efforts to maintain service quality of a company must analyze and serve data and information accordingly from data and measurements, in this case, product suitability and customer satisfaction levels. The purpose of this research is to measure the service quality of PT Delta Arta Bahari Nusantara uses 5 service quality dimensions, the measurement results (gap) between customer perceptions and expectations are evaluated by the Quality Function Deployment (QFD) method. Furthermore, based on the policy (gap) and QFD, strategies are formulated that must be carried out. The results of the analysis showed that all dimensions resulted in a satisfaction level of "less satisfied" (Gap value between -1.5 to -2.25) which means that in all dimensions of satisfaction, customer service ratings provided by PT Delta Arta Bahari Nusantara is not satisfied with meeting expectations. There are 5 indicators that require immediate improvement. Indicators that require the main priority for improvement are the condition and capacity of the dumping yard as well as the facilities and infrastructure, the layout of the stacking field facilities. Recommendations that can be given by the management are evaluating the maximum capacity with the number of storage for goods to determine the addition of the storage area, making improvements to the layout of the facilities and completing if there are lack of public facilities.

scholarly journals Opportunity Analysis of Construction Retail Business Using Approach Value Proposition

2018 ◽  
Vol 2 (2) ◽  
pp. 74
Author(s):  
Martin Senjaya Putra Utama ◽  
Kristina Sisilia
Keyword(s):  
Product Quality ◽  
Qualitative Approach ◽  
Value Proposition ◽  
Customer Perceptions ◽  
Retail Business ◽  
Perceptions And Expectations ◽  
Industry Needs

The aims of this research are to find out the proposition value for Sumber Rizqie Abadi’s (SRA) customers, to find out the customer’s perceptions and expectations, to find out the result of value adjustment with customer’s perceptions, and to find out the value proposition’s role for SRA. This research is descriptive with qualitative approach. The techniques of collecting data are interview, observation, and documentation. This study implements design canvas value proposition taken from Alexander Osterwalder and Yves Pigneur to determine value proposition. This has the purpose to show the adjustment between value map from SRA and customer profile from SRA’s segment. Therefore, the result of the adjustment is able to reduce the gap from SRA’s value and customer perceptions value map as SRA’s area have three parts namely products and services, gain creator, and pain relievers. Meanwhile, the customer profile as the costumer’s area also has three parts, specifically jobs, gains, and pains. The results indicated that there are some gaps between the customer’s perceptions and SRA’s value. The gaps among others, the product quality same as the specification, the completeness of goods, supplying the industry needs, saving the money for building a dwelling, delivering the products to customers, and the products just available in SRA.

Service Quality Dimensions Within Technology-Based Banking Services

2011 ◽  
Vol 2 (3) ◽  
pp. 36-83 ◽  
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

Understanding the Antecedents of Customer Loyalty by Applying Structural Equation Modeling

2015 ◽  
pp. 420-445 ◽  
Author(s):  
Gülhayat Gölbaşı Şimşek ◽  
Fatma Noyan Tekeli
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
Value Perceptions ◽  
Price Perceptions

The objective of this chapter is to form a model of customer loyalty for supermarkets in the Turkish retailing sector, which investigates the extent to which customer loyalty is influenced by customer perceptions of service quality, customer perceptions of product quality, comparative price perceptions, discount perceptions, value perceptions, and customer satisfaction. Structural equation modeling has been used to analyze the data collected from 1530 customers of four major supermarket chains in Turkey. After building a measurement model for customer loyalty and its potential antecedents, the relationships are examined. The direct effects of customer satisfaction, comparative price perceptions, and discount perceptions on customer loyalty; value perceptions, comparative price perceptions, and service quality perceptions on customer satisfaction; comparative price perceptions, discount perceptions, product quality perceptions, and service quality perceptions on value perceptions; and discount perceptions and service quality perceptions on product quality perceptions are empirically supported.

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