scholarly journals A holistic view of the use of corporate culture conveyed by internal marketing for enhancing stability, sustainability and consistency in service quality

2016 ◽  
Vol 13 (3) ◽  
pp. 248-257 ◽  
Author(s):  
J.A.R. Botha
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Service ◽  
Corporate Culture ◽  
Jel Classification ◽  
Internal Marketing ◽  
Human Beings ◽  
Conceptual Approach ◽  
Holistic View ◽  
The Stability

While businesses worldwide are aiming increasingly on the sustainability in various business areas, customer service is by nature not consistent and stable, because it is delivered by human beings and, therefore, subject to their imperfections and influences on them. This can result in unstable, unsustainable and unpredictable service delivery. This article describes the corporate culture/service quality conceptualization as a basis for overcoming this by embedding and implementing the stability and sustainability of corporate culture to enhance the stability and sustainability of quality of service. This conceptual study demonstrates that a well-planned and maintained corporate culture, based on quality service delivery goals, is able to do exactly that under the initiative of the leadership. Although there are many articles referring to service quality, very few of them succeed in bringing sufficient aspects into account to be able to form a holistic image of enhancing stability, sustainability and consistency in service quality. Existing models and approaches were combined in a holistic conceptual approach. Keywords: service quality, corporate culture, stability, sustainability, customer perception, perceived quality, expectations, ACSI, internal marketing, relationship marketing, CSP, profit service chain. JEL Classification: L8, M14, M31, M30

Strategies for Sustainable Quality Service Delivery in Hotels in Owerri

2018 ◽  
pp. 1-12
Author(s):  
I.B. Anyanwu
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Service Delivery ◽  
Sample Size ◽  
Customer Service ◽  
Marketing Research ◽  
Sampling Technique ◽  
Hospitality Management ◽  
Quality Service ◽  
Infinite Population

This study sought to determine strategies for sustainable quality service delivery in hotels in Owerri. Two research questions guided the study. The study population comprised all customers of registered hotels. It is an infinite population. The researcher used Cochran (1977) formula for determining sample size for an infinite population, and it gave a sample size of 384. A structured questionnaire was used as an instrument for data collection which was validated by academics in Hospitality Management and Tourism, and Marketing. Crombach Alpha Coefficient of 0.73 was obtained confirming the usability of the instrument. Convenient sampling technique was adopted for data collection, which was analyzed using frequency, mean, and standard deviation. Findings revealed that the level of quality service delivery in the hotels studied was very poor as shown by the clustered mean. Similarly, the respondents agreed on specific strategies such as marketing research and anticipation of guest needs, employee empowerment, and training, among others for improving quality service delivery in hotels in the study area. Given the findings of the study, recommendations were made to the effect that hotel operations are encouraged to carry out periodic service quality assessment to determine customer service quality perceptions and also develop sustainable feedback mechanisms such as comment cards and other online interactive platforms that can facilitate constant updates on customer needs and wants.

scholarly journals Interlinking Service Delivery Innovation And Service Quality: A Conceptual Framework

2015 ◽  
Vol 31 (5) ◽  
pp. 1807 ◽  
Author(s):  
Arif Mohammad Arshad ◽  
Qin Su
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Conceptual Framework ◽  
Customer Service ◽  
Service Organizations ◽  
Antecedents And Consequences ◽  
Improve Service Quality ◽  
The Relationship ◽  
Service Managers

The purpose of writing this paper is to present the relationship between service delivery innovation and service quality in service organizations and to establish a research conceptual framework about this relationship. There are few studies that illustrate the relationship between service delivery innovation and its impact on service quality. This paper theoretically examines the antecedents and consequences of service delivery innovation and its influence on service quality. Authors suggest that customer service is an important mediator between service delivery innovation and service quality which affects the service quality of a firm. The recommended framework and its relationships with service quality present practical guidance for service managers to observe their service delivery in an effort to improve service quality by delivering superior customer service for their customers in a distinctive manner that leads to enhances firms competitiveness.

scholarly journals Improving Customer Retention Through Service Quality At Call Centers

2011 ◽  
Vol 14 (3) ◽  
Author(s):  
Elaine J. Labach
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Service ◽  
Call Centers ◽  
Customer Retention ◽  
Quality Process ◽  
Service Interactions

For many call centers, improving customer service is an ongoing goal.  These inbound call service centers have a unique opportunity to impact customer retention through value-adding customer service interactions.  This paper serves three objectives:  validate the connection between service quality, customer service and retention; describe a quality process for improving service quality; and discuss training and other key implementation needs for improving service delivery.

Measuring Service Quality Dimensions in Nationalized and Private Banks

2015 ◽  
pp. 324-335
Author(s):  
Upendra Singh Panwar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Retail Banking ◽  
Primary Data ◽  
Human Beings ◽  
Present Context ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level ◽  
Levels Of Service

Quality generally refers to something done by human beings at a very high level of excellence, oftentimes in the sense of works of perfection as being distinctive from inferior to mediocre performance. This chapter is an analytical study based mainly on the primary data collected through a scientifically developed scale. The scale was personally administered on a sample size of 202, chosen on a convenient basis from two banks, a nationalized bank and private bank. The scale of Parasuraman, Zeithml, and Berry (1986, 1988) was used here. In order to achieve higher levels of quality service in banking, banks should deliver higher levels of service quality, and in the present context, customers' perceptions are highest in the level of infrastructure facilities of the bank. Owing to the increasing competition in retail banking, customer service is an important part and bank managers should rethink how to improve customer satisfaction.

scholarly journals Service Quality of Hotels in Abu Dhabi, UAE

2016 ◽  
Vol 1 (1) ◽  
pp. 24-32
Author(s):  
Burton A. Aggabao ◽  
Fermin G Castillo Jr.
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
United Arab Emirates ◽  
Hotel Industry ◽  
Reliability And Validity ◽  
Jel Classification ◽  
Hospitality Management ◽  
Abu Dhabi ◽  
Research Approach

Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.

Service Quality in Banking with Special Reference to ICICI Bank Ltd., Tiruchirappalli District

2007 ◽  
Vol 3 (2) ◽  
pp. 18-26 ◽  
Author(s):  
R. Amudha ◽  
C. Vijaya Banu
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Competitive Advantage ◽  
Customer Service ◽  
Service Industries ◽  
Wide Range ◽  
The World

As per the Economic association of Indonesia and India, India has been one of the fastest growing economies in the world since the early 90s and India is fourth largest economy of the world after US in terms of purchasing power parity. This is because of the important role played by the financial sector comprising a large number of well managed banking services both in public and private sectors. India's second largest bank is the ICICI Bank offering a wide range of financial services to its customers through its delivery channels. To attain this sustainable competitive advantage, service industries face a unique challenge of meeting the needs of the customers regularly and continuously. Though mechanized form of activity has its own impact on service delivery performance, many service industries still remain to be manual because there exits no equivalent substitute for personal interaction between the employees of service industry and customers. The optimum mix of technology and people in the service delivery process decides the competitive advantage of an organization. Customer satisfaction is taken as a yardstick for measuring the quality of service and providing excellent customer service decides the effectiveness of service delivery process. Only through excellent customer service, an organization can consistently exceed customer expectations. In order to achieve customer satisfaction, every service organization must understand and improve service delivery process and implement valid and reliable service performance measures to measure the same. To assess the degree of customer satisfaction, a SERVQUAL instrument is administered to study the quality of service and the gaps were identified in the services offered by ICICI Bank, Tiruchirapalli District in all five dimensions of service quality, the overall weighted SERVQUAL score being −1.92. The ICICI Bank Ltd. has to take steps to close the gaps by establishing a service quality information system.

Measuring Service Quality Dimensions in Nationalized and Private Banks

2016 ◽  
pp. 1774-1785
Author(s):  
Upendra Singh Panwar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Retail Banking ◽  
Primary Data ◽  
Human Beings ◽  
Present Context ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level ◽  
Levels Of Service

Quality generally refers to something done by human beings at a very high level of excellence, oftentimes in the sense of works of perfection as being distinctive from inferior to mediocre performance. This chapter is an analytical study based mainly on the primary data collected through a scientifically developed scale. The scale was personally administered on a sample size of 202, chosen on a convenient basis from two banks, a nationalized bank and private bank. The scale of Parasuraman, Zeithml, and Berry (1986, 1988) was used here. In order to achieve higher levels of quality service in banking, banks should deliver higher levels of service quality, and in the present context, customers' perceptions are highest in the level of infrastructure facilities of the bank. Owing to the increasing competition in retail banking, customer service is an important part and bank managers should rethink how to improve customer satisfaction.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

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