scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

scholarly journals Service Quality of Traditional and Islamic Commercial Banks in Bangladesh

2021 ◽  
pp. 7-16
Author(s):  
Shohel Rana ◽  
Imran Ahmed Shakeer
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Small Sample Size ◽  
Secondary Data ◽  
Structured Interview ◽  
Small Sample ◽  
Primary Data ◽  
Significant Difference ◽  
Practical Implications

Purpose: This study aims to know the service quality of the different private commercial banks operating in Bangladesh with the rapid advancement in information technology and provide some guidelines to improve their service qualities. Methodology: The study used both primary and secondary data to support the objective. Primary data were collected from 240 customers, of whom 120 customers are from traditional private commercial banks and the rest from private Islamic commercial banks operating in Bangladesh using a structured interview schedule, naming SERVQUAL. The study used a convenience sampling method to select respondents. Secondary data were collected from different journals, newspaper articles, books, and various published sources. An independent samples t-test was conducted in the test of the hypothesis. Findings: This study found a significant difference between the traditional and Islamic commercial banks’ service quality and added that the study area’s customers/clients are not fully satisfied with either traditional private commercial banks or Islamic banks. However, Islamic commercial banks are showing a relatively better picture. Research Limitations: The Study is limited to Bangladesh’s small marginal market and a small sample size of only 240 respondents, which cannot sufficiently reflect the large population’s actual scenario. Practical Implications: The Study will help manage the traditional and Islamic commercial banks and policymakers to improve their service quality and improve monitoring efficiency. Originality/value: The Study extensively identified some factors to improve the traditional and Islamic commercial banks’ service quality for both the banks’ and policymakers’ management. In this regard, the critical factors can be the number of employees and the number of counters, increasing ATM services, ensuring faster services, flexible loan disbursement policy, sufficient floor space, suitable sitting arrangements, and improved online services.

scholarly journals A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE

SAGE Open ◽  
2017 ◽  
Vol 7 (1) ◽  
pp. 215824401667629 ◽  
Author(s):  
Khyati Shetty Datta ◽  
Julie Vardhan
Keyword(s):  
Service Quality ◽  
United Arab Emirates ◽  
Management Education ◽  
Branch Campus ◽  
Five Dimensions ◽  
Branch Campuses ◽  
Significant Difference ◽  
Management Institutions ◽  
Service Standards

The quality of education provided in management institutions is a matter of debate in every country. With a rapid growth in the economy, the quality of management education provided in the United Arab Emirates (UAE) has also been a topic in the forefront. The burgeoning growth in this sector, with mushrooming “branch campuses” from around the world in the UAE, has led policy makers to reflect on the importance of quality of management education being imparted. The main purpose of this article is to explore the quality of management education in the UAE, and the study draws on the SERVQUAL model for the same. The study investigates the five dimensions (responsiveness, assurance, tangibility, empathy, and reliability) of service quality and identifies the gap between the perception and expectation, examining service standards across seven branch campus universities for management education providers in the UAE. A questionnaire survey with 300 university students from seven different branch campus universities in the UAE was conducted. The key findings of the study revealed a significant difference between the student’s expectations from management education and their perception in all five dimensions of service quality. The gaps were compared across the five dimensions, and the highest and the lowest service quality gaps were given to assurance and responsiveness, respectively.

scholarly journals Service Quality and Customer Satisfaction: Evidence of Nepalese Banks

NCC Journal ◽  
2018 ◽  
Vol 3 (1) ◽  
pp. 121-133 ◽  
Author(s):  
Prakash Shrestha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Design ◽  
Quantitative Study ◽  
Commercial Banks ◽  
Survey Methodology ◽  
Five Dimensions ◽  
Descriptive Research

Present research has been conducted to examine the customer satisfaction on service quality of selected commercial banks of Nepal. The study has employed descriptive research design and quantitative study by using survey methodology to deal with customer satisfaction in the context of Nepalese commercial banks. In this study, the data collected through questionnaire from 65 respondents (out of 100 customers of commercial banks) has been used for analysis. A detail study has been done on the basis of five dimensions as suggested by Parasuraman, Zeithamal and Berry (1988). They are reliability, responsiveness, assurance, empathy and tangibles. The result of the study indicated that the overall customers are satisfied with service quality of the commercial banks. Hence the level of customer satisfaction of the commercial banks on the basis of service quality can be considered satisfactory.NCC JournalVol. 3, No. 1, 2018, Page: 121-133

scholarly journals The KUALITAS PELAYANAN ADMINISTRASI KEPEGAWAIAN DINAS PENDIDIKAN PROVINSI SUMATERA SELATAN

MBIA ◽  
2021 ◽  
Vol 20 (2) ◽  
pp. 123-140
Author(s):  
Mardesah Mardesah ◽  
Rabin Ibnu Zainal
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
The South ◽  
Quality Model ◽  
Five Dimensions ◽  
Administrative Services ◽  
Fishbone Diagram ◽  
Education Personnel ◽  
Personnel Administration

This study aims to determine the assessment of the quality of administration staff services at the Education Office of South Sumatra Province (Dinas Pendidikan Provinsi Sumatera Selatan) based on the analysis results of five dimensions of service quality in the SERVQUAL (service quality) model, named Tangible (Physical Evidence), Empathy (Care), Realibility, Responsiveness (Quick Response) and Assurance (Certainty). The collected data was analyzed using a questionnaire in the form of a SERVQUAL scale that describes the gap (GAP) of the expected service quality between expectations and reality (perceptions) received by the Educators and Education Personnel of the South Sumatra Province Education Office. The results of the study indicate that the quality of personnel administration services has not been a satisfactory because of the dimensions that have a minus or negative value, named: Realibility -0.15 and Responsiveness -0.46. Therefore, the South Sumatra Provincial Education Office(Dinas Pendidikan Provinsi Sumatera Selatan) needs to improve the quality of administrative services so that it is optimal and changes the gap to a positive value. Recommendations for improvement are made using the Fishbone Diagram and the Kaizen 5W 1 H method. The fishbone chart is useful for showing the main factors that affect quality and have an impact on service quality. If the problems and causes are known for certain, then the corrective actions and steps will be easier to conduct. To create a Fishbone Diagram, the Kaizen Method Tools are used by asking several questions on the basis of 5W + 1H (what, who, why, where, when and who). Keywords: : SERVQUAL, GAP analysis, Administrative Services Abstrak Penelitian ini bertujuan untuk mengetahui penilaian kualitas pelayanan administrasi kepegawaian Dinas Pendidikan Provinsi Sumatera Selatan didasarkan pada hasil analisa lima dimensi kualitas jasa dalam model SERVQUAL (service quality) yaitu Tangible (Bukti Fisik), Emphaty (Kepedulian), Realibility (Keandalan), Responsiveness (Keandalan/Cepat Tanggap) dan Assurance (Kepastian). Data yang terkumpul dianalisa menggunakan kuesioner berupa skala SERVQUAL yang menggambarkan kesenjangan (GAP) kualitas pelayanan yang diharapkan antara  (ekpetasi) dan kenyataan (persepsi) yang diterima oleh Tenaga Pendidik dan Tenaga Kependidikan Dinas Pendidikan Provinsi Sumatera Selatan. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi kepegawaian belum memuaskan karena ada  dimensi  yang bernilai minus atau negative yaitu : Realibility -0,15 dan Responsiveness -0,46. Oleh karena itu Dinas Pendidikan Provinsi Sumatera Selatan perlu meningkatkan kualitas pelayanan administrasi agar optimal dan merubah Gap menjadi bernilai positif. Rekomendasi perbaikan dilakukan dengan Diagram Fishbone dan Metode Kaizen 5W 1 H. Diagram tulang ikan (fishbone chart) berguna untuk memperlihatkan faktor-faktor utama yang berpengaruh pada kualitas dan mempunyai akibat pada kualitas pelayanan. Apabila masalah dan penyebab sudah diketahui secara pasti, maka tindakan dan langkah perbaikan akan lebih mudah dilakukan. Untuk membuat Diagram Fishbone digunakan Tools Metode Kaizen yaitu  dengan teknik bertanya dengan pertanyaan, dengan dasar 5W+1H  yaitu what, who, why, where, when dan who. Kata Kunci: SERVQUAL, GAP analysis, Pelayanan Administrasi.

scholarly journals Exploring the Service Quality determinants of Solar Product Dealers

2019 ◽  
Vol 15 (1-2) ◽  
pp. 27-38 ◽  
Author(s):  
Vikas Kumar ◽  
Bikramjit Singh Hundal ◽  
Komalpreet Kaur
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Rural Areas ◽  
Gap Analysis ◽  
T Test ◽  
Primary Data ◽  
Paired Sample ◽  
Significant Difference ◽  
Perceptions And Expectations

The present study explored the determinants affecting service quality of solar product dealers. The study is based on primary data, collected from a total of 345 solar pump users from different villages and rural areas of Punjab. Exploratory factor analysis, confirmatory factor analysis, and paired sample t-test have been used to examine the data. Furthermore, the SERVQUAL scale has been used to measure the service quality of solar product dealers. Paired sample t-test was used to measure the users’ expectation and perception gap between service quality dimensions. The results validated that five factors namely reliability, responsiveness, assurance, empathy, and tangibility influence service quality of solar product dealers and there is no significant difference between perceptions and expectations of solar product users except for the responsiveness dimension. As far as gap analysis is concerned, the dimension ‘responsiveness’ was responsible for the highest gap score. So, perceptions of solar product users are not fully being met with their expectations.

scholarly journals Banking Technology Services Quality Gap between Public and Private Sector Banks

2019 ◽  
Vol 9 (1) ◽  
pp. 970-973
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Gap Analysis ◽  
Public And Private ◽  
Five Dimensions ◽  
Two Factors ◽  
Technology Services ◽  
Public And Private Sector ◽  
Structured Questionnaire

The key objective of the paper is to draw out the association between the quality of services rendered by banks and the satisfaction of the customer in public and private sector banks. To identify the gap of these two factors, gap analysis performed and the finding are disclosed. The study also aims at bringing out the most important attributes of the service quality that distinguish one bank from another. A comparative analysis was performed between the customers of public sector and private sector banks with the factor perceived quality. The SERVQUAL tool is the most effective tool to assess the service quality in banks all over the world. The survey adopted the five dimensions of the service quality (Tangibility, Responsibility, Reliability, Assurance and Empathy) to measure their effect on satisfaction of customer. The structured questionnaire was distributed to 420 customers of different public and private sector banks and preferred 418 completely filled questionnaires, analyzed the data and interpreted the results

Using SERVIQUAL to investigate the quality of provided wireless communication services in UAE

2020 ◽  
Vol 12 (1) ◽  
pp. 109-132
Author(s):  
Wisam Abu Jadayil ◽  
Mwafak Shakoor ◽  
Adnan Bashir ◽  
Hamza Selmi ◽  
Mohamed Rafik N.N. Qureshi
Keyword(s):  
Service Quality ◽  
Age Groups ◽  
Quality Level ◽  
Content Type ◽  
Five Dimensions ◽  
Critical Dimensions ◽  
Study Results ◽  
Significant Difference ◽  
Wireless Telecommunication

Purpose The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE. Design/methodology/approach This study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups. Findings The results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality. Research limitations/implications The research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study. Practical implications This research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty. Originality/value This study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.

scholarly journals The Effect of Quality Service Towards Outpatients Satisfaction at Poasia Community Health Centre

2020 ◽  
Vol 3 (4) ◽  
pp. 270-277
Author(s):  
Adryan Fristiohady ◽  
La Ode Muhammad Fitrawan ◽  
Yusniati Dwi Pemudi ◽  
Ruslin Ruslin ◽  
Sunandar Ihsan ◽  
...  
Keyword(s):  
Community Health ◽  
Gap Analysis ◽  
Health Centre ◽  
Outpatient Services ◽  
Five Dimensions ◽  
Average Value ◽  
Normality Test ◽  
Analysis Technique ◽  
Significant Difference

The quality of outpatient services can be measured by the SERVQUAL model that considers five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study aimed to look at the effect of service quality on outpatient satisfaction at the Poasia community health center's pharmacy. The subjects in this study were 33 outpatients. The analysis technique used is gap analysis to compare patients' expectations and reality, normality test data based on questionnaire patient satisfaction tested for validation. This study's results indicate the average value of the gap in the Poasia community health center's pharmacy, amounting to -0.44. From the value of the gap, the lowest gap value in the pharmacy center of Poasia is the place of service and the provision of inadequate drug information of -0.88. Based on the paired t-test where a significant value >0.05, Ho is rejected, and Ha accepted, which means a significant difference between the quality of service and patients' satisfaction in the Pharmacy of Puskesmas Poasia Kendari City. This study concludes that there is a significant gap between expectations and reality at the Poasia community health center's pharmacy.

Measuring Higher Education Service Quality During COVID-19 Pandemic in China using a SERVQUAL Method

2021 ◽  
Vol 39 (10) ◽  
Author(s):  
Lijun Li ◽  
Sin Yin Teh
Keyword(s):  
Service Quality ◽  
Student Perceptions ◽  
Online Teaching ◽  
Teaching And Learning ◽  
Gap Analysis ◽  
Self Report ◽  
Five Dimensions ◽  
Education Service ◽  
Perceptions And Expectations

There has been an emergency teaching and learning paradigm shift in China universities due to the closure of many higher educational institutions due to COVID-19. This study examines the education service quality during the pandemic. Five dimensions of SERVQUAL have been studied, namely tangible, dependability, responsiveness, assurance and empathy. Using a simple random sampling method, self-report questionnaires were distributed to undergraduate students from the Tianfu College of Southwestern University of Finance and Economics (SWUFE), who participated in this study. This resulted in 373 usable questionnaires. In all five dimensions of service quality, a gap was observed between students’ perceptions and expectations, and are listed in ascending order as follows: tangible: -0.073, assurance: 0.015, empathy: 0.050, responsiveness: 0.052, and reliability: 0.056. The gap analysis between service quality perceptions and expectations showed that all scores for perceptions were higher than expected, except for the tangible dimension. Nevertheless, the negative gap is small and negligible. This finding indicates that the service quality of tangible dimension could be slightly improved. Specifically, the university must upgrade facilities and equipment to improve the fluency of the teaching network, and skills of teachers should be improved to advance their teaching methods, in order to support online teaching and learning, which could reduce the gap of service quality of tangible dimension between student perceptions and expectations.

ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI INSTALASI FARMASI RUMAH SAKIT X KOTA SURAKARTA

2019 ◽  
Vol 5 (1) ◽  
pp. 81
Author(s):  
Habel Roy Sulo ◽  
Elina Hartono ◽  
R. A. Oetari
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Gap Analysis ◽  
Study Finding ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Health Service Quality

The development and improvement of pharmacy service has become consumer concern, since this quality of service will affect on consumer satisfaction. The study aimed at assessing the level of outpatient satisfaction at Department of Pharmacy X Hospital In Surakarta City. This study was a survey research, which was conducted using questionnaire by direct interview. A total of 323 respondent were recruited conveniently in the study. The obtained data was then analyzed using Gap analysis to assess the differences in level of quality services between customer perceptions and customer expectations. The study investigates the five dimensions of service quality and identifies the gap between the perception and expectation. The data was analyzed by using SPPS for windows. In general, the result shows that service quality was lower than the expectations of the patients in the studied hospital. The study finding indicated that gap or differences exist on various dimensions between perception and expectation in level quality services. The highest service quality gap was given to Responsiveness followed by Reliability, Empathy, Tangibles and Assurance with the value of - 0,129; - 0,125; - 0,115; - 0,114; and - 0,108 respectively. Patient satisfactions was influenced by health service quality, with the assurance and responsiveness dimensions as the greatest influence on patient satisfaction.

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