scholarly journals Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers

2019 ◽  
Vol 16 (20) ◽  
pp. 3942 ◽  
Author(s):  
Álvarez-García ◽  
González-Vázquez ◽  
del Río-Rama ◽  
Durán-Sánchez
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Regression Models ◽  
Rating Scale ◽  
Measurement Instrument ◽  
Health Centers ◽  
Measurement Scales ◽  
Perceived Service Quality ◽  
Sports Organizations ◽  
Joint Influence

The objective of this research was to analyze the influence of the dimensions that enable the rating of service quality perceived by users of sport and health centers in the satisfaction they experience from the service received. In order to present the working hypothesis, a bibliographic review on the concept and dimensions of perceived service quality was carried out, as well as its relationship with satisfaction. The rating scale sports organizations (EPOD) was used as a measurement instrument. The application of a regression analysis was used to test the hypotheses. As a prior step, the measurement scales were validated and an exploratory factor analysis was applied to determine the structure of the variables considered. The regression models proposed show the joint influence of the dimensions used by the users to rate perceived service quality in their satisfaction. The results enabled us to observe that the dimensions considered in the model explained 75.7% of satisfaction, with the facilities and material, together with communication and activities, having the most significant influence on satisfaction. Meanwhile, dimensions that had less impact were the monitor and the staff. It is clear that there is a strong correlation between perceived quality and satisfaction with service.

Antecedents of hospital brand image and the relationships with medical tourists’ behavioral intention

2016 ◽  
Vol 10 (4) ◽  
pp. 412-431 ◽  
Author(s):  
Tat Huei Cham ◽  
Yet Mee Lim ◽  
Nai Chiek Aik ◽  
Alexander Guan Meng Tay
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Behavioral Intention ◽  
Word Of Mouth ◽  
Medical Tourism ◽  
Brand Image ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Content Type ◽  
Perceived Service Quality

Purpose Medical tourism is growing rapidly in the recent years in various Asian countries. The success of the hospitals engaged in medical tourism largely depends on their abilities in maintaining the repeating customers and to attract new customers. Hence, the purpose of this study is to examine the impacts of word-of-mouth and social media on hospital brand image. It also attempts to examine the relationships between brand image, perceived service quality, patient satisfaction and behavioral intention. Design/methodology/approach A questionnaire survey was used to collect data from 386 medical tourists to test the proposed model. All the measurement scales adopted in this study were adapted from the existing literature. The data collected in this study were analyzed using both SPSS and structural equation modeling approach via AMOS. Findings The findings from the structural analysis indicated that both word-of-mouth and hospital-generated social media have a significant impact on brand image. Hospital brand image positively influences medical tourists’ perception of service quality, and their perceived service quality is significantly related to their satisfaction, which in turn, leads to their behavioral intention. Originality/value This study is one of the few studies that considers the importance of hospital’s brand image in influencing medical tourists’ perceptions on the quality of healthcare services that they experienced during their medical trips. This research study also raises the significance of word-of-mouth communication and social media that influence hospitals’ brand image, which has been neglected by many studies.

scholarly journals Service quality in banking: developing and testing measurement instrument with Latvian sample data

2013 ◽  
Vol 61 (2) ◽  
pp. 507-515 ◽  
Author(s):  
Jelena Titko ◽  
Natalja Lace ◽  
Konstantis Kozlovskis
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Factor Model ◽  
Reliability And Validity ◽  
Measurement Instrument ◽  
Measurement Scales ◽  
Related Field ◽  
Quality Dimensions

The paper highlights the importance of managing service quality in banking that can positively affect customer satisfaction. The goal of the given study is to develop an instrument for measuring service quality perceived by Latvian banks’ retail customers and to determine the most important contributors to customer satisfaction. To achieve this purpose, randomly selected customers of Latvian banks were surveyed, using the authors’ developed questionnaire. The proposed instrument was tested for reliability and validity, using techniques of confirmatory factor analysis. Exploratory factor analysis yielded five service quality dimensions (factors) that allowed constructing customer satisfaction factor model EPICA: E – expenses, P – product, I – image, C – competence and emotional intellect, A – access. The subsequent correlation analysis revealed that the strongest relationship is between customer satisfaction and C factor. The results of the current research are crucially important for Latvian banks’ executives because the majority of previous studies in the related field offered measurement scales adequate for measuring service quality in other industries. Besides, the proposed questionnaire is exclusively developed for Latvia and considers Latvian banking sector specifics.

scholarly journals Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students

2021 ◽  
Vol 12 ◽  
Author(s):  
María de la Cruz Del Río-Rama ◽  
José Álvarez-García ◽  
Nam Kwon Mun ◽  
Amador Durán-Sánchez
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Perceived Service Quality ◽  
New Students ◽  
Key Variables

The aim of this research is to validate the explanatory model of how the quality of service perceived by students of a higher education center influences their loyalty (retaining and attracting new students) through mediating variables: perceived value, expectations, and satisfaction. The methodology used to validate the measurement scales is exploratory, and confirmatory factor analysis and the structural equation modeling (SEM) technique are applied to analyze the causal relationships proposed in the model. The results show that the key variables to improve student's loyalty to the center are the quality of the service provided and the satisfaction perceived by the students. Both variables are postulated as a major source of competitive advantages. It is also observed that service quality is one of the three key variables to achieve student's satisfaction together with expectations and perceived value. This research and its results allow us to understand the relationship between quality and satisfaction with loyalty and to identify the background variables of satisfaction (perceived service quality, perceived value, and expectations), as well as to obtain evidence of the importance that expectations have within the model for the formation of both perceived quality and satisfaction.

scholarly journals Prioritization of Customer Service Quality Dimensions in Indian Cooperative Banks: RIDIT & Grey Relational Approach

2021 ◽  
Vol 12 (3) ◽  
pp. 42
Author(s):  
Sona Srivastava ◽  
Rama Koteshwara Rao Kondasani ◽  
Amit Kumar Masih
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Ranking Methods ◽  
Relative Significance ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Cooperative Banks ◽  
Grey Relational

The principal objective of this research paper is to Prioritise Customer Perceived Service Quality (CPSQ) in the proportion of service quality for Indian cooperative banking sector. In order to understand the cooperative banking customer’s perspective and their relative significance, thirty three service quality dimensions are considered and deeply analysed. In addition, Questionnaire of Customer Perceives Service Quality (CPSQ) is also collected and implemented. Here, the necessary data is collected in the months of November 2019 and January 2020 respectively by using convenience sampling method. The data is collected from the state of Utter Pradesh, India. The reason behind choosing Utter Pradesh is, it agriculturally strong and has higher population (around 20 Crores) in India. Here, to prioritise the CPSQ scale, we have used Relative to an Identified Distribution (RIDIT) & Grey Relational Analysis (GRA) and later we also compared the results to check the reliability of these ranking methods. To perform this prioritization we have used seven factors such as Efficiency (EFF); Infrastructure (INF); Effectivenes (EFT); Timely Services (TMS); Bank Image (BIG); Safety & Security (SS) and Up to date technology (UDT). Later, GRA and RIDIT analysis are also conducted to distinguish the prioritization of service quality items. The present study and analysis helps to validate the cooperative banks service quality in general by ranking the service quality dimensions, which are specifically important in Indian banking sector to improve and enhance its quality. Finally, the obtained results shows that, it is apparent that managers of cooperative banks in Indian scenario must focus more on cooperative bank quality dimensions to improve the reliability of their customer’s perception of cooperative banking in terms of better performance and service quality.

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>

Exploring Relationship between Service Quality and Positive Word of Mouth at Retail Banks in Rural India

2013 ◽  
Vol 4 (3) ◽  
pp. 57-71 ◽  
Author(s):  
Mohd Adil ◽  
Mohammed Naved Khan
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Word Of Mouth ◽  
Uttar Pradesh ◽  
Positive Word ◽  
Business World ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Promotional Strategies ◽  
Positive Word Of Mouth

One of the major concerns of management in today’s competitive business world,is to deliver superior customer service leading to satisfaction, loyalty, and positive word of mouth (+WOM). This study explores perceived service quality and identifies most significant predictors of +WOM at rural banks. Taking a cue from extant service quality literature, five dimensional performance-only SERVPERF scale was developed in English and later translated into vernacular Hindi employing back translation method. Structured research instrument was administered on 480 customers, who were contacted at the premises of designated rural branches of public sector banks located in the most populous province of Uttar Pradesh in India. To extract relevant factors, statistical tools such as Exploratory Factor Analysis (EFA), t-Test, and linear regression were employed. Reliability, predictive validity, and dimensionality of the scale has also been explored. To detect multi-collinearity and data structure, Variance Inflation Factor (VIF) and box-plot technique have been used. Study reports high levels of perceived service quality across all five dimensions while results of regression analysis show that reliability and empathy are potent contributors in explaining +WOM. Original 22-item SERVPERF scale was not found to be universally applicable and thus the study proposes a refined and shorter 13-item SERVPERF scale for assessing service quality at rural banks in India. Findings can be of vital importance to banking industry in re-structuring and prioritizing service quality dimensions and also developing appropriate promotional strategies by highlighting relevant aspects of service quality for generating desired +WOM.

The effects of mood and personality type on service quality perception and customer satisfaction

2019 ◽  
Vol 13 (1) ◽  
pp. 98-112 ◽  
Author(s):  
Özge Kocabulut ◽  
Tahir Albayrak
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Travel Literature ◽  
Personality Type ◽  
Personality Types ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Perception ◽  
Quality Perceptions ◽  
Survey Sample

Purpose The influences of personality type and mood on customer evaluations such as service quality and satisfaction are not yet explored in the tourism and travel literature. Hence, this study aims to: (1) identify the role of personality and mood in customer service quality perceptions and overall satisfaction; and (2) assess these variables’ impact on service quality perception–overall satisfaction relationship. Design/methodology/approach To achieve the study’s objectives, firstly, 383 data were collected from German tourists staying in a five-star hotel in Antalya, Turkey. Then, the survey participants were clustered into four groups according to their personality types (A vs B) and mood (bad vs good). Findings Service quality perceptions and overall satisfaction of the participants were shown to vary according to their personality types and moods. In addition, the results indicated that personality type and mood might change the effect of perceived service quality on overall satisfaction. Research limitations/implications As the survey sample is limited to German tourists staying in a five-star hotel in Antalya, Turkey, the study findings should be carefully generalised to other nationalities and service settings. Originality/value For service enterprises, it is important to understand how the psychological characteristics of the customers affect the perception of the services they offer. Therefore, the customer mood and personality traits, as well as their impacts on perceived service quality, have received wide coverage in the literature. However, to the best of the authors’ knowledge, this study is the first attempt to investigate the interrelationships of mood, personality, service quality perception and overall satisfaction in the hospitality context.

scholarly journals Does customer service matter? A customer perception of bank services in Islamic countries

2015 ◽  
Vol 1 (2) ◽  
pp. 29-38
Author(s):  
Alshahrani Meshal Saeed S ◽  
Alshahrani Bander Sayaf Z ◽  
Alshahrani Ahmed Saeed A
Keyword(s):  
Saudi Arabia ◽  
Service Quality ◽  
Customer Service ◽  
Quality Model ◽  
Combined Model ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Customer Perceptions ◽  
Measurement Models ◽  
Private Banking

This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.

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

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