scholarly journals Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank

2016 ◽  
Vol 2 (1) ◽  
pp. 57
Author(s):  
Seema Sharma
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Industry ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Body Of Knowledge ◽  
Excellent Service ◽  
The Impact

<p><em>The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers judge service quality as low or high depending upon whether the service performance meets their expectation or not. The purpose of this research is to determine the impact of service quality of an urban cooperative bank on its customers and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of the services rendered. Using SERVQUAL tool, five service quality dimensions using two segments in the form of a questionnaire consisting of 22 questions each have been used for the customers. The result shows that the overall perception of the quality of service provided by the bank under study is within the acceptable limit for the five aspects of service quality measured. Nevertheless, difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps in certain areas of service delivery by the bank. Thus the research intends to add to the limited body of knowledge pertaining to the service quality of the bank under study.</em></p>

scholarly journals THE INFLUENCE OF PROFESSIONAL QUALIFICATION ON CUSTOMER PERCEPTIONS OF ACCOUNTING SERVICES QUALITY AND RETENTION DECISIONS

2014 ◽  
Vol 16 (4) ◽  
pp. 753-768 ◽  
Author(s):  
Maja Zaman Groff ◽  
Sergeja Slapničar ◽  
Neža Štumberger
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Professional Qualification ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retention Decisions ◽  
The Impact

The purpose of this paper is to examine whether professional qualification in- creases the quality of accounting services as perceived by the customers. We advance the measurement of service quality by industry-specific indicators and establish four dimen- sions of accounting service quality. We analyse the impact of professional qualification on these dimensions of quality and the impact of these dimensions on customers’ retention decisions. The analysis is based on survey data of 237 Slovenian small and micro firms that outsource accounting. We find that professional qualification is positively associated with only one of the perceived service quality dimensions – accounting competences – and only assurance, responsiveness and reliability and empathy are positively associated with customers’ retention decisions. Limitations of the study are attributed to the measure- ment of service quality as perceived by the customers. However, this is the only factor of choice that ultimately counts in the competitive market for accounting services.

scholarly journals Perceived Service Quality Toward Customer Satisfaction in Majlis Perbandaran Seremban

2020 ◽  
Author(s):  
Siti Rosnita Binti Sakarji ◽  
Aziean Binti Jamin ◽  
Nurbarirah Binti Ahmad ◽  
Raja Mayang Delima Binti Mohd Beta ◽  
Shafinar Binti Ismail ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Significant Relationship ◽  
Current Level ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
Internal Customer

This research was conducted on purpose to examine the internal customer satisfaction level through service quality of Majlis Perbandaran Seremban (MPS). A survey on internal customer satisfaction level through service quality was conducted among internal staff in MPS involving 260 respondents. The attributes of service quality such as reliability, assurance, responsiveness, tangible and empathy have been identified in order to investigate whether or not these factor have significant relationship with customer satisfaction. From this study, the researcher able to determine the current level of internal customer satisfaction that they perceive from service provided by Majlis Perbandaran Seremban (MPS), from this research the researcher has found that among the elements tangible has become the most significant relationship toward customer satisfaction. Keywords: internal customer, service quality, customer satisfaction

scholarly journals Students’ perception of the Service Quality Gaps of Omantel Company using SERVQUAL Model

2021 ◽  
Vol 2 (2) ◽  
pp. 1-8
Author(s):  
Ikhlas Al Shibli ◽  
◽  
Alsafa Al-mamari ◽  
Hiba Al-Dhahri ◽  
Keyword(s):  
Service Quality ◽  
Service Industry ◽  
Negative Relationship ◽  
Telecommunications Industry ◽  
Reliability Factor ◽  
Customer Perceptions ◽  
The Difference ◽  
Perceptions And Expectations ◽  
The Impact

Purpose of the study: The objective of the study is to determine the impact of service quality gaps in the telecommunications industry in Oman, through critically analysing the differences between the expectations and perceptions in relates to tangibility, empathy, reliability, responsiveness, and assurance. Design/Methodology/Approach: The study used the SERVQUAL model to calculate the existing quality of service of the telecommunication company operating in the Sultanate of Oman and to know the differences between expectations and perceptions of the quality of services provided to the customers by Omantel Company. The sampling used in this study was convenient sampling adopted through a questionnaire where the size of the sample was 150 which was randomly selected from the students of different faculties at Sohar University. The data were analyzed using the SPSS program. Findings: The findings of the research study revealed that there exists a negative relationship between the customer perceptions and expectations and the difference in the scores between the two sets of variables is in favor of the expectations of the respondents in relates to Omantel services. The reliability factor had the largest difference between the two sets of variables and the tangibles factor had the smallest difference. Research Implications: The results of this study help Omantel Company to strategically develop service quality in the areas of assurance, empathy, and responsiveness and to understand how consumers view the quality of the service, and to help the organization track and sustain quality service. Originality/value: The research was performed in the rapidly increasing telecom service industry, which is experiencing dramatic changes over time and is making concentrated efforts to keep up with unparalleled, ground-breaking advances in technology. This research can be extended to other sectors of the market. Keywords: Service Quality, Omantel, Telecommunications industry in Oman, SERVQUAL Model, Customers’ Satisfaction, Perception and Expectations.

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

scholarly journals The Impact of Mergers and Acquisitions on Service Quality of Banks in Ghana: Case Study of Ecobank and Access Bank Ghana

2015 ◽  
Vol 10 (12) ◽  
pp. 167
Author(s):  
Johnson Yeboah ◽  
Ernest K. Asirifi ◽  
Samuel Ampadu
Keyword(s):  
Service Quality ◽  
Mergers And Acquisitions ◽  
Positive Impact ◽  
Secondary Data ◽  
Perceived Service Quality ◽  
Services Delivery ◽  
The Government ◽  
The Impact

Ghana has witnessed a wave of mergers and acquisitions (M &amp; As) in the banking industry following the bank recapitalization initiative by the government in 2008. This raises an important question concerning the trade-off between the possible efficiency gains and efficiency losses as banks merge into one large unit. The objective of this study was to find out how Mergers &amp; Acquisitions have impacted service quality of consolidated banks in Ghana. A descriptive and explanatory design was adopted as the study sought to describe customer perceived service quality and to also explain the relationship between M &amp; As and service quality. An ANOVA and T-tests techniques were used to analyze primary and secondary data gathered. Findings from the study indicated that M &amp; As had positive impact on overall service quality. The conclusion drawn by the researchers indicates that mergers and acquisitions offer superior growth and financing option for banks. This in turn promotes economic efficiency through improvements in costs and services delivery.

scholarly journals Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

2013 ◽  
Vol 2013 ◽  
pp. 1-9 ◽  
Author(s):  
Tsan-Ming Choi ◽  
Pui-Sze Chow ◽  
Bowood Kwok ◽  
Shuk-Ching Liu ◽  
Bin Shen
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analytical Study ◽  
Online Shopping ◽  
Service Level ◽  
Customer Perceptions ◽  
Optimal Service ◽  
Quality Instruments

Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and responsiveness” function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the “fulfillment and responsiveness” function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i) if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii) the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.

scholarly journals The quality of service to residents by public administration on the example of municipal offices in Poland

2021 ◽  
pp. 132-150
Author(s):  
Radosław WOLNIAK ◽  
Izabela JONEK-KOWALSKA
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Service Quality ◽  
Public Administration ◽  
Customer Service ◽  
Public Services ◽  
Positive Impact ◽  
The Impact ◽  
The City

Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

scholarly journals Critical Elements of Customer Service Among Homestay Operator to Improve the Quality of Homestay Program in Malaysia

2019 ◽  
Vol 9 (2) ◽  
pp. 4416-4420
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Rural Areas ◽  
Interrater Reliability ◽  
Qualitative Method ◽  
Service Industry ◽  
Critical Elements ◽  
Knowledge And Attitude ◽  
Economic Income

Homestay program is a service industry; from people to people through people. It is aimed to increase the economic income of rural areas. However, the level of homestay program competitiveness is still low due to many studies reported about the quality of service offered by the homestay operator was not at the satisfactory level. Hence, the customer’s satisfaction is very important in order to make the homestay program become successful and improve the rural area economic income. There are many studies on the service quality in the homestay sector in Malaysia but not much research focusing on service delivery which also emphasizes the quality and customer satisfaction aspect. This study is to identify the critical elements that can improve the quality of customer service in Malaysian homestay program. Therefore, this study will measure the interrater reliability of each element which the researcher has gathered from qualitative method on previous study. Fleiss’ kappa statistical method will be used to measure the four constructs of customer service; human relation, skill, knowledge and attitude. This method will measure the nine experts’ consensus and verify the critical elements of customer service in homestay program in Malaysia. The findings of this study show that from 71 elements of four constructs only one element was disagreed by two experts. In conclusions, all the experts agreed with four constructs as they believed that the constructs will improve the quality of customer service. These constructs and elements may be the guidance for the homestay operator in Malaysia in order to improve the customer service quality and foster the competitiveness of the homestay in Malaysia.

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.

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