scholarly journals A Conceptual Framework of Service Quality in Management Education Institution

2012 ◽  
Vol 10 (1) ◽  
pp. 24
Author(s):  
B. S. Rajpurohit ◽  
Gopal Singh Latwal
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Management Education ◽  
Education Institution

The Correlation between Servqual Dimensions and Student Satisfaction

2021 ◽  
Vol 7 (2) ◽  
pp. 7
Author(s):  
Nur Zihan Abd Rashid ◽  
Tuan Nur Athirah Nabilah Tuan Ismail ◽  
Bibianah Thomas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Sampling Technique ◽  
Education Institution ◽  
Primary Objective ◽  
Future Research ◽  
Higher Education Institution ◽  
New Findings

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality. Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

scholarly journals How Tour Guides’ Professional Competencies Influence on Service Quality of Tour Guiding and Tourist Satisfaction: An Exploratory Research

2017 ◽  
Vol 7 (1) ◽  
Author(s):  
Yi-Chien Lin ◽  
Mei-Lan Lin ◽  
Yi-Cheng Chen
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Least Squares ◽  
Partial Least Squares ◽  
Large Scale ◽  
Online Survey ◽  
Professional Competencies ◽  
Convenience Sample ◽  
Tour Guides ◽  
Tourist Satisfaction

Drawing upon the theoretical perspectives from activity competency model and prior tourism literature, this study propose a conceptual framework to explain the impacts of professional competencies on service quality and tourist satisfaction. Empirical data were gathered from a large-scale online survey with experienced GPT tourists to test the proposed hypotheses and research model. The proposed conceptual framework was validated using the partial least squares (PLS) technique. Data gathered from tourists was based on a convenience sample of 345 respondents to test the proposed plausible hypotheses. The conceptual model was validated using the partial least squares (PLS) technique. The empirical results indicate that tour guides’ professional competencies significantly impact on service quality and tourist satisfaction; and tour guides’ service quality positively influences tourist satisfaction.

scholarly journals Considering business perception in assessing e-service quality in the Jordanian government

2021 ◽  
pp. 1591-1600
Author(s):  
Wesam Alabdallat ◽  
Omar Alhawari
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Security And Privacy ◽  
Business Sector ◽  
Government Service ◽  
Five Dimensions ◽  
Government Services ◽  
Proposed Model ◽  
Business Perspective

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

Effective Surveillance Management during Service Encounters

2017 ◽  
pp. 118-139
Author(s):  
Angelo Bonfanti
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Customer Service ◽  
Service Management ◽  
Service Encounters ◽  
Surveillance Systems ◽  
Future Studies ◽  
Starting Point ◽  
Management Perspective ◽  
Service Oriented

This chapter aims to theoretically examine effective surveillance management (ESM) during service encounters within the servicescape and provide a conceptual framework for the study of this topic in a service management perspective. It analyses antecedents, dimensions and effects of ESM. This study especially proposes as antecedents both improving customer service experience along with meeting customers' need for security and implementing a surveillance service-oriented strategy that includes secure and safe servicescape design, deterrent communication, and trained and motivated security staff. This chapter suggests also that the dimensions of ESM (customer-physical service environment encounters, customer-technological surveillance systems encounters, and customer-security staff encounters) contribute to enhancing service quality, experience quality, and staff productivity. The integration of these dimensions, antecedents, and effects create a theoretically grounded framework that can serve as a starting point for future studies about this topic in the field of service management.

Higher Education Institutions as Viable Systems

2020 ◽  
pp. 1-25
Author(s):  
Dejana Zlatanović ◽  
Verica Babić ◽  
Jelena Nikolić
Keyword(s):  
Higher Education ◽  
Conceptual Framework ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Viable Systems ◽  
Knowledge Based ◽  
Knowledge Based Economy ◽  
Key Factor ◽  
Viable System ◽  
Sustainable Economic Growth

In a knowledge-based economy, higher education institutions (HEIs) are a key factor in fostering innovation and play a central role in sustainable economic growth and development. Growing complexity of HEIs and their environments requires systemic, i.e. cybernetic approach to innovation. The chapter highlights the importance of introducing a cybernetic framework for innovativeness of higher education institutions by their examination in conceptual framework of organizational cybernetics (OC). The purpose is to demonstrate how viable system model (VSM) as a key methodological tool of OC can help understanding the viability and innovativeness of HEIs. In addition, higher education institutions are investigated in a conceptual framework of VSM through the case of the public higher education institution (HEI) in Serbia. The main contribution of the chapter is related to practical implications of presented framework including the strengths and weaknesses of a VSM application.

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