scholarly journals Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries

Mathematics ◽  
2021 ◽  
Vol 9 (20) ◽  
pp. 2608
Author(s):  
Tsuen-Ho Hsu ◽  
Sen-Tien Her ◽  
Jia-Jeng Hou
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Assessment Model ◽  
Key Factors ◽  
Quality Model ◽  
Preference Relations ◽  
The Past ◽  
Consumption Values ◽  
Universal Applicability ◽  
Fuzzy Linguistic

Service quality is an important factor for a successful company. The SERVQUAL model is widely used. However, it has been controversial over the past 30 years. This research aims to develop a service quality measurement model that can be supported in conceptualization and universal applicability, and uses this model to identify the most important key factors of service quality for three industries. First, based on the theory of consumption values, this study used conceptualization and the modified Delphi method to develop a service quality assessment model—the consumption values-based service quality model (CV-SQ). The CV-SQ model was then used in conjunction with the fuzzy linguistic preference relations (Fuzzy LinPreRa) method to address MCDM problems. The findings suggested that the most important key factors of service quality comprised safety in the aviation companies, innovativeness in the travel agencies, and comfort in the hotels. The CV-SQ model can be supported by theoretical and empirical tests in conceptualization and universal applicability, and has made theoretical contributions to service quality management. The research results have provided practical contributions to the improvement of service quality in the three industries. What is more noteworthy is the weight of epistemic value ranked first and second among the three industries, but it had not been included in any service quality aspect classification schemes during the past three or four decades.

Reframing the past: A new approach in service quality assessment

2012 ◽  
Vol 23 (11-12) ◽  
pp. 1329-1343 ◽  
Author(s):  
Armando Calabrese ◽  
Francesco Scoglio
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
New Approach ◽  
The Past

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.

A New Web Site Quality Assessment Model for the Web 2.0 Era

2010 ◽  
pp. 387-410 ◽  
Author(s):  
Minseok Pang ◽  
Woojong Suh ◽  
Jinwon Hong ◽  
Jongho Kim ◽  
Heeseok Lee
Keyword(s):  
Web 2.0 ◽  
Quality Assessment ◽  
Web Sites ◽  
Web Site ◽  
Assessment Model ◽  
Site Quality ◽  
Quality Model ◽  
Quality Dimensions ◽  
The Relationship ◽  
The Web

To find a strategy for improving the competitiveness of Web sites, it is necessary to use comprehensive, integrated Web site quality dimensions that effectively discover which improvements are needed. Previous studies on Web site quality, however, seem to have inconsistent and confusing scopes, creating a need of reconciliation among the quality dimensions. Therefore, this chapter attempts to provide a Web site quality model that can comprise all the quality scopes provided by previous studies. The relationship between the specific dimensions of the quality model and the characteristics or merits of Web 2.0 was discussed in this chapter with actual Web site examples. It is expected that this study can help Web sites improve their competitiveness in the Web 2.0 environment.

Client Perceptions of MAS Quality as Measured by a Marketing-Based Service Quality Model

1999 ◽  
Vol 13 (1) ◽  
pp. 17-36 ◽  
Author(s):  
Leslie D. Turner ◽  
George R. Aldhizer ◽  
Matthew D. Shank
Keyword(s):  
Service Quality ◽  
Quality Model ◽  
Client Perceptions ◽  
Accounting Profession ◽  
Cost Overruns ◽  
The Past ◽  
Cpa Firms ◽  
Quality Scale ◽  
Management Advisory ◽  
Statistical Results

Management Advisory Services (MAS) are an increasingly important part of the service mix for CPA firms. The growth of MAS relative to audit has been phenomenal over the past two decades. However, little research has been conducted on MAS provided by CPA firms. The primary purpose of this study was to examine the determinants of MAS quality from the client's perspective. To achieve this objective, 305 controllers of U.S. companies responded to a questionnaire regarding MAS provided by CPA firms. The questionnaire was designed using determinants from marketing and audit literature. Using these client perception dimensions, two types of MAS engagements were compared: those with an increase in cost during the engagement, and those with no increase in cost. Descriptive and statistical results indicate that a 13-item service quality scale significantly differentiates client perceptions of MAS quality. The results also reflect dimensions of service quality that are similar to existing marketing and auditing studies. In addition, in the presence of cost overruns and intentional underbidding, clients perceive lower MAS quality. The implications of these results for the accounting profession are discussed.

scholarly journals mCSQAM: Service Quality Assessment Model in Mobile Cloud Services Environment

2016 ◽  
Vol 2016 ◽  
pp. 1-9 ◽  
Author(s):  
Young-Rok Shin ◽  
Eui-Nam Huh
Keyword(s):  
Cloud Computing ◽  
Service Quality ◽  
Quality Assessment ◽  
Service Providers ◽  
Quality Criteria ◽  
Cloud Service ◽  
Cloud Services ◽  
Assessment Model ◽  
Mobile Cloud ◽  
Mobile Cloud Service

Cloud computing is high technology that extends existing IT capabilities and requirements. Recently, the cloud computing paradigm is towards mobile with advances of mobile network and personal devices. As concept of mobile cloud, the number of providers rapidly increases for various mobile cloud services. Despite development of cloud computing, most service providers used their own policies to deliver their services to user. In other words, quality criteria for mobile cloud service assessment are not clearly established yet. To solve the problem, there were some researches that proposed models for service quality assessment. However, they did not consider various metrics to assess service quality. Although existing research considers various metrics, they did not consider newly generated Service Level Agreement. In this paper, to solve the problem, we proposed a mobile cloud service assessment model called mCSQAM and verify our model through few case researches. To apply the mobile cloud, proposed assessment model is transformed from ISO/IEC 9126 which is an international standard for software quality assessment. mCSQAM can provide service quality assessment and determine raking of the service. Furthermore, if Cloud Service Broker includes mCSQAM, appropriate services can be recommended for service users using user and service conditions.

scholarly journals SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA

2021 ◽  
Vol 6 ◽  
pp. 293-311
Author(s):  
Iveta Katelo ◽  
Irēna Kokina ◽  
Vitālijs Raščevskis
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Public Administration ◽  
Customer Service ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Assessment Model ◽  
Quality Of Services

Improvement of quality of public services is one of the important goals in the advancement of the operation of state / public administration in Latvia. The aim of the research was to evaluate the quality of customer service in the institutions of public administration in Latvia, to perform the factor analysis of the collected data.The research was based on the selection of customers of public services, in total of 292 people in Riga and in Latvian regional centres in 2017-2018. The research was conducted in public institutions of Latvian regions that provide social assistance (SSIA – the State Social Insurance Agency), offer employment promotion services (SEA – the State Employment Agency); realize tax policy in the state (SRS – the State Revenue Service), implement the state environmental protection policy (MEPRD – Ministry of Environment Protection and Regional Development); provide legal aid services (DC – Daugavpils Court). The quality of services provided to the clients of corresponding institutions was evaluated. For the data collection, the service quality assessment model – the SERVQUAL instrument (Parasuraman et al., 1988) was used, as well as the analysis of the research data factors was carried out.The service quality assessment revealed that the performance of public service organizations in Latvia does not meet the customers’ expectations. The evaluation of service quality provided by public authorities, as well as their regular monitoring would improve the quality of services provided. 

Service quality assessment model for academic libraries

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md. Jahangir Alam ◽  
Muhammad Mezbah-ul-Islam
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Academic Libraries ◽  
Service Performance ◽  
Assessment Model ◽  
University Libraries ◽  
Tolerance Zone ◽  
Content Type ◽  
Actual Service ◽  
Service Expectation

Purpose The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and researchers. Design/methodology/approach A model was developed, including 28 statements of five dimensions using the SERVQUAL instrument. It incorporated three segments, i.e. minimum service expectation, desired service expectation and actual service performance with a seven-point Likert scale. The minimum service expectation and desired service expectation appear at both ends of the tolerance zone, which represents the range of satisfactory service performance. A performance level upper tolerance zone could delight users, or service performance below the tolerance zone would cause dissatisfaction. A survey was conducted among 552 respondents from ten private university libraries of Bangladesh to validate the model. Findings Several statistical methods like Cronbach’s alpha (0.986), Bartlett’s test (0.001), rotation sums of squared loadings (74.26) in factor analysis, item loading (0.671‐0.839), commonalities (0.579‐0.859), Kaiser–Meyer–Olkin value (0.971), construct reliability (0.862‐0.910) and AVE value (0.510‐0.660) supported reliability and validity of the model. The actual service performance of all dimensions existed within the tolerance zone of the respective dimensions. Besides, the overall service performance (5.11) resided within the tolerance zone (4.73‐5.84), indicating the users were satisfied with the service provided by their libraries. Originality/value The model was developed in the current context of university libraries, which produced appropriate results. It will prompt further research on service quality assessment in academic libraries globally.

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