scholarly journals A Methodological Approach for Developing and Validating a Parsimonious and Robust Measurement Tool: The Academic E-Service Quality (ACEQUAL) Model

2021 ◽  
Vol 11 (10) ◽  
pp. 613
Author(s):  
Toni Lupo ◽  
Ester Buscarino
Keyword(s):  
Service Quality ◽  
Methodological Approach ◽  
Quality Measurement ◽  
Measurement Model ◽  
Measurement Process ◽  
Measurement Tool ◽  
Related Services ◽  
Quality Improvement Process ◽  
The Subject ◽  
The University

Nowadays, in the higher education sector, the quality measurement process of education-related services is assuming a crucial role to support focused and targeted improvement activities deeply centered on students’ needs/necessities. These are considered crucial factors for dealing with the current academic competitive context. Therefore, the quality measurement process has to be precise and accurate, namely the measurement model on which it is based has to be parsimonious and robust. The present work proposes an effective and easy-to-use methodological approach suitable for supporting the structuring of a measurement tool. Its effectiveness is shown with reference to the academic e-service provided at the University of Palermo. In particular, taking into account the students’ viewpoints and perspectives, a measurement model of the academic e-service quality is developed and validated, thus overcoming the lack of literature on the subject. Finally, a survey is conducted, and highlighted academic e-service quality shortcomings and criticalities are stressed and discussed. The outcomes of this study may be of interest to practitioners and researchers in the field, offering important suggestions on how to support the structuring of a measurement model, as well the data-driven service quality improvement process.

scholarly journals Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities

2017 ◽  
Vol 8 (4) ◽  
pp. 18 ◽  
Author(s):  
Stephen Banahene ◽  
Eric Ahudey ◽  
Abigail Asamoah
Keyword(s):  
Service Quality ◽  
Methodological Approach ◽  
Private Universities ◽  
Quality Measurement ◽  
Difference Scores ◽  
Quality Perception ◽  
Graphical View ◽  
Graphical Technique ◽  
The Difference ◽  
Quality Decision

The purpose of this research is to use an adapted SERVQUAL method to measure service quality in Ghanaian Private Universities. The study use graphical technique for data presentation.The methodological approach follows the traditional SERVQUAL method of service quality perception and expectation as well as the difference scores determination. This approach is intended to improve SERVQUAL method analysis to achieve quality decision making based on graphical view of different relationships among the concepts used in the method. The study is on 321 students’ perception and expectations of five different Private Universities in Ghana.The study finds that students’ perception on Private Universities’ performance predict their loyalty better than the expectations. Managerial action can be better taken on service quality variables when the difference scores are used as percentage on perception. However, different service quality measurement methods such as SERVPERF and HEdPERF should be used and compared the results with this modified SERVQUAL method in Ghanaian Private Universities.This research finding has the strength to equip marketing professionals and researchers to increase SERVQUAL method adoption among different academic institutions.The value in this study is found in highlighting the importance of difference scores and the graphical demonstration of relationships among service quality perception and expectation as well as loyalty constructs in Ghanaian Private Universities.

An improved service quality measurement model for soundscape assessment in urban public open spaces

2020 ◽  
pp. 1420326X2092552
Author(s):  
Rui Li ◽  
Dayi Ou ◽  
Sensen Pan
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Academic Research ◽  
Quality Measurement ◽  
Measurement Model ◽  
Open Spaces ◽  
Practical Applications ◽  
Comprehensive Information ◽  
S Model ◽  
Public Open Spaces

The well-known service quality measurement (SQM) models, Importance-Satisfaction (I-S) model and Improvement index (Ii) model, have been recently proved useful in the analysis of soundscape quality. By combining the concepts of soundscape and quality management, this paper proposes an improved SQM model for soundscape assessment in urban public open spaces. Instead of using the I-S model, the Preference-Satisfaction (P-S) model was developed for soundscape quality evaluation, which can simultaneously assess the importance, satisfaction and improvement direction of soundscape elements and provide more accurate and comprehensive information for guiding the soundscape management and improvement. The proposed methods were subsequently applied to case studies in eight ordinary urban public open spaces in Fujian Province, China, and provided detailed information about the soundscape quality of these surveyed open spaces as well as their improvement strategies. The results have demonstrated the practicality and effectiveness of the proposed method. To the authors' knowledge, practical applications of quality management methods (or its variations) to urban soundscape study are still limited in the literature; therefore, the proposed method and findings of the current study could be valuable for both practical soundscape design and academic research.

scholarly journals Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand

2021 ◽  
Author(s):  
Kevin Fuchs ◽  
Keerati Fangpong
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Customer Service ◽  
Undergraduate Students ◽  
Driving Forces ◽  
Business Students ◽  
Quality Measurement ◽  
Educational Process ◽  
Business Community ◽  
Measurement Tool

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for measuring student satisfaction. It involves the use of factors concerning student services that are queried and surveyed using the SERVQUAL methodology. The proposed instrument was tested at a regional university in Thailand with a sample of 400 undergraduate students. Rigorous analysis demonstrates the usefulness of the approach in gathering business students’ perceptions, analyzing them, and reducing them to a form usable by management as an off-the-shelf service quality measurement tool.

scholarly journals SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR

2019 ◽  
Vol 1 (2) ◽  
pp. 21-39
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Komang Ary Pratiwi
Keyword(s):  
Service Quality ◽  
Measurement Techniques ◽  
Quality Measurement ◽  
Measurement Tool ◽  
Quality Model ◽  
The Past ◽  
Quality Literature ◽  
Effective Models ◽  
Important Measurement

Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus on service delivery. Measurement of service quality is now seen as an important measurement tool for companies to understand the needs and desires of customers by analyzing customer satisfaction and experience with the services provided. Although until now there has been no agreement on a particular model that should be used to measure service quality, the fact is there are several effective models that can be used by both practitioners and scholars that have been produced by researchers. Until now, researchers believe and agree that service quality is multilevel or multidimensional. This study focuses on various types of service quality models that existed until year of 2000. The methodology used is conducting a review of service quality literature. The limitation of this literature review is that the existing service quality model was developed before 2000 because after 2000 the development of quality services was focused on the quality of electronic services.

scholarly journals A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

2018 ◽  
Vol 25 (6) ◽  
pp. 1935-1955 ◽  
Author(s):  
Usha Ramanathan ◽  
Sandar Win ◽  
Andreas Wien
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Quality Measurement ◽  
Measurement Model ◽  
Content Type ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Financial Services Marketing ◽  
Leasing Company ◽  
The Relationship

Purpose The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. The authors take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values. Design/methodology/approach The authors use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22-item scale of the SERVQUAL approach. Samples are selected based on convenience sampling. Findings The authors found differences in the levels of influence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that “assurance” from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes). Originality/value The authors recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. The authors contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. The authors further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. The authors found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.

scholarly journals Measuring of educational service quality (focused on universities)

2011 ◽  
Vol 1 (1) ◽  
pp. 47-59
Author(s):  
Ján Kamoďa
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Quality Of Education ◽  
Educational Service ◽  
Education Service ◽  
Common Problems ◽  
University Level ◽  
The University ◽  
Education Process

AbstractThis paper deals with common problems in the process of education at the university level. It focuses on the quality of education process. The aim of this paper is to determine the principal criteria of the quality measurement of the education service.

scholarly journals Healthcare service quality-measurement models: a review

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Berhanu Endeshaw
Keyword(s):  
Developing Countries ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Measurement ◽  
Quality Of Healthcare ◽  
Measurement Model ◽  
Healthcare Services ◽  
Content Type ◽  
Measurement Models

PurposeThe purpose of this study was to review existing healthcare service quality-measurement models.Design/methodology/approachA review of the literature was conducted utilizing keywords “healthcare’’, “service quality’’, “measurement models”, “SERVQUAL”, “SERVPERF”, “HEALTHQUAL”, “PubHosQual” and “HospitalQual”. These investigations were selected from the “Emerald’’, “ABI/Inform”, “ScienceDirect” and “EBSCOhost” databases. A range of studies used in the makeup of the healthcare quality-measurement model for a 36 years period (1979 to 2015) were examined in an exhaustive survey of the literature. Of 137 studies reviewed, 74 studies were selected for analysis.FindingsAs yet, no consensus has been reached among scholars on the definition and indicators and factors of the quality of the healthcare services. Moreover, most of the current models are of Western origin and incongruent with the cultural and economic contexts of developing countries. The previous studies create scales resembling the generic measures of service quality, which may not be completely appropriate for assessing the perceived quality of healthcare services. Furthermore, previous studies were too narrow, overemphasizing the quality of healthcare only as far as the functional aspect of the services were concerned and paying too little attention to the technical aspects, using the experience of healthcare providers. These results have much room for failures. This is therefore advising healthcare organizations that need to develop their own models for measuring the quality of their services.Originality/valueGeneric models no longer suffice in measuring the quality of healthcare services. Developing countries should try and develop their own models for measuring the quality of healthcare services.

scholarly journals Representaciones del currículo social en el futuro profesorado de Educación Infantil. Una investigación cualitativa

2021 ◽  
Vol 24 (1) ◽  
Author(s):  
María del Mar Felices de la Fuente ◽  
Álvaro Chaparro Sainz
Keyword(s):  
Social Sciences ◽  
Teaching And Learning ◽  
Social Issues ◽  
Methodological Approach ◽  
Preschool Education ◽  
Social Content ◽  
The Social ◽  
The Subject ◽  
Investigación Cualitativa ◽  
The University

Esta investigación tiene por objeto evaluar las competencias curriculares del alumnado del Grado en Educación Infantil, tras cursar las asignaturas de Didáctica de las Ciencias Sociales. Para ello, nos centramos en examinar dos indicadores principales: si emplea de forma apropiada el principio de globalidad que debe presidir los procesos de enseñanza y aprendizaje de esta etapa, y si reconoce e identifica el contenido social curricular. Siguiendo una metodología cualitativa y empleando los programas informáticos Nvivo 11 y Pajek 5.07, se han analizado contenidos textuales generados por 224 alumnos y alumnas, procedentes de ISEN (Universidad de Murcia) y de la Universidad de Málaga, a quienes se les pidió que, a partir de la elección de un contenido social del currículo, propusieran una situación de aprendizaje integrado. Los resultados nos muestran dificultades tanto en la identificación de las temáticas específicamente sociales, como en la conexión entre contenidos de las distintas áreas del currículo. En consecuencia, se revela necesario un tratamiento más exhaustivo de estos aspectos desde el ámbito de la Didáctica de las Ciencias Sociales, que implique un mejor conocimiento y delimitación de lo “social” por parte del futuro profesorado de Educación Infantil.   The objective of this research is to evaluate the curricular competences of the students of the Degree in Preschool Education, after having completed the subject of Social Sciences Education. In order to achieve this purpose, we focus on examining two indicators: if the students adequately use the principle of globality that should preside over the teaching and learning processes of the preschool stage; and if they recognizes and identifies the curricular social content. For this, from a qualitative methodological approach, we have used the software Nvivo 11 and Pajek64 5.07, to analyze the textual contents generated by 224 students from ISEN (University of Murcia) and the University of Málaga. All of them were asked to choose a social content of the curriculum and to propose an integrated learning situation based on it. The research results show us difficulties in the identification of specifically social issues, and in the connection between contents of the different areas of the curriculum. Consequently, it is evident that a more exhaustive treatment of these aspects is necessary from the scope of the Social Sciences Education, which implies a better knowledge and delimitation of the social content by the future preschool teachers.

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