scholarly journals A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

Symmetry ◽  
2018 ◽  
Vol 10 (12) ◽  
pp. 757 ◽  
Author(s):  
Olegas Prentkovskis ◽  
Živko Erceg ◽  
Željko Stević ◽  
Ilija Tanackov ◽  
Marko Vasiljević ◽  
...  
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Second Phase ◽  
Quality Model ◽  
Chi Square ◽  
Third Phase ◽  
Quality Dimensions ◽  
The Difference ◽  
The One

The daily requirements and needs imposed on the executors of logistics services imply the need for a higher level of quality. In this, the proper execution of all sustainability processes and activities plays an important role. In this paper, a new methodology for improving the measurement of the quality of the service consisting of three phases has been developed. The first phase is the application of the Delphi method to determine the quality dimension ranking. After that, in the second phase, using the FUCOM (full consistency method), we determined the weight coefficients of the quality dimensions. The third phase represents determining the level of quality using the SERVQUAL (service quality) model, or the difference between the established gaps. The new methodology considers the assessment of the quality dimensions of a large number of participants (customers), on the one hand, and experts’ assessments on the other hand. The methodology was verified through the research carried out in an express post company. After processing and analyzing the collected data, the Cronbach alpha coefficient for each dimension of the SERVQUAL model for determining the reliability of the response was calculated. To determine the validity of the results and the developed methodology, an extensive statistical analysis (ANOVA, Duncan, Signum, and chi square tests) was carried out. The integration of certain methods and models into the new methodology has demonstrated greater objectivity and more precise results in determining the level of quality of sustainability processes and activities.

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 Hubungan Antara Persepsi Mutu Pelayanan dengan Tingkat Kepuasan Pasien KIA di Puskesmas Sepaso Kecamatan Bengalon

2021 ◽  
Vol 3 (2) ◽  
pp. 194-200
Author(s):  
Ginaya Dinda Putri ◽  
Luvi Dian Afriyani
Keyword(s):  
Service Quality ◽  
Health Workers ◽  
Univariate Analysis ◽  
Health Sector ◽  
Satisfaction Level ◽  
Chi Square ◽  
Design Data ◽  
Cross Sectional ◽  
The Difference

Various efforts to improve the quality of puskesmas services a priority in the development of the health sector, especially MCH services. Reliability, responsiveness, assurance, empathy and physical evidence of service quality are needed to improve patient satisfaction. Research to find out the Perception of Service Quality with the Satisfaction Level of MCH Patients and is there a correlation between Perceptions of Service Quality and the Satisfaction Level of KIA Patients. Data analysis used the Chi Square Test with an error rate of <0.05 This type of research is quantitative using a cross sectional design. Data collection techniques using accidental sampling using a questionnaire instrument via Whatss App Group and Google Form. The population in this study were 50 respondents. The sample in this study were 35 respondents. The results of the Univariate Analysis of Service Quality Perception of KIA patients showed that 15 were good (42.9%) and 20 were poor (57.1%). In the Reliability Dimension 20 good (57.1 Satisfaction (p = 0.693). The satisfaction felt by patients is the difference in the quality of health services with the expectations of the patient or a group of people or local residents who have got what is expected and needed with the services provided by health workers. Midwives can improve service quality by providing services according to patient needs. ABSTRAK Berbagai upaya dilakukan untuk meningkatkan mutu pelayanan puskesmas menjadi prioritas dalam pembangunan bidang kesehatan, terutama pada pelayanan KIA. Dibutuhkan kehandalan, daya tanggap, jaminan, empati dan bukti fisik dalam mutu pelayanan untuk meningkatkan kepuasan pasien KIA. Tujuan penelitian untuk mengetahui Gambaran Persepsi Mutu Pelayanan dengan Tingkat Kepuasan Pasien KIA dan adakah Hubungan Antara Persepsi Mutu Pelayanan dengan Tingkat Kepuasan Pasien KIA. Analisis data menggunakan Uji Chi Square dengan tingkat kesalahan <0,05. Jenis Penelitian ini adalah kuantitatif dengan menggunakan desain Cross Sectional. Teknik Pengambilan data menggunakan Accidental Sampling dengan menggunakan instrumen kuisoner dengan Google Form. Populasi pada penelitian ini sebanyak 50 responden. Sampel pada penelitian ini sebanyak 35 responden. Hasil Analisis Univariat Persepsi Mutu Pelayanan pasien KIA menunjukkan 15 baik (42,9%) dan 20 kurang (57,1%). Dan hasil Kepuasan Pasien pada Pasien KIA menunjukan baik (57,1%) dan 15 kurang (42,9%). Hasil Analisis Bivariat menunjukkan tidak ada hubungan antara Persepsi Mutu Pelayanan dengan Tingkat Kepuasan Pasien (p=0,693). Kepuasan yang dirasakan pasien merupakan mutu pelayanan kesehatan dengan harapan pasien atau sekelompok masyarakat atau warga setempat yang telah mendapatkan apa yang diharapkan dan dibutuhkan dengan pelayanan yang diberikan oleh tenaga kesehatan. Bidan dapat meningkatkan kualitas pelayanan dengan memberikan layanan sesuai kebutuhan pasien.

Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service

2020 ◽  
pp. 177-207 ◽  
Author(s):  
Hamed Taherdoost ◽  
Ali Hassan
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Structural Equation ◽  
Critical Factor ◽  
Equation Modeling ◽  
Successful Implementation ◽  
Quality Model ◽  
Proposed Model ◽  
Quality Dimensions

E-service quality is known as a critical factor for successful implementation and decent performance of any business in electronic environment. Although many researches have been carried out in the field of service quality, there is a clear need for a theoretical model that integrates all aspects of e-service quality. This chapter responded to this need by developing a theoretical model to assess the quality of e-service. In the first phase, e-service quality dimensions were extracted from the literature. Exploratory factor analysis was applied to cluster the factors effectively in developing the conceptual model. Confirmatory approach was conducted with structural equation modeling to test and validate the proposed model. The contribution of this research is the integration of various relevant dimensions affecting e-service quality into a unified e-service quality model (eSQM).

scholarly journals Measuring Service Quality of the Pain Clinic at Ramathibodi Hospital

2020 ◽  
Vol 43 (1) ◽  
pp. 35-46
Author(s):  
Supalak Sakdanuwatwong ◽  
Pornchai Sakdanuwatwong ◽  
Koravee Pasutharnchat ◽  
Wanida Sodsee
Keyword(s):  
Service Quality ◽  
Pain Treatment ◽  
Pain Clinic ◽  
Quality Model ◽  
Patient’S Satisfaction ◽  
Treatment Services ◽  
The Difference ◽  
Patient’S Expectation ◽  
Modern Tool

Background: Evaluating gap between patient’s expectation and perception of service quality of the pain clinic through the service quality model is necessary to improve service quality, which will lead to patient’s satisfaction. Objective: To compare the difference between patient’s expectation and perception of service quality of the pain clinic at Ramathibodi Hospital. Methods: A survey of patients of the pain clinic at Ramathibodi Hospital using the service quality questionnaire. The sample consisted of 266 patients who received pain treatment services from August 11, 2016, to December 10, 2016. Results: Most patients were female (63.16%), married (61.28%), educational level lower than bachelor degree (57.52%), monthly income ≤ 30,000 Thai Baht (75.56%), attended treatment service more than 3 times (85.34%), and average age 56.47 ± 16.27 years. Overall expectation and perception and 4 subservice dimensions (tangible, reliability, responsiveness, and assurance) were not statistically significant. Empathy perceived higher than expectation. However, patients perceived the modern tool and equipment used in providing treatment services lower than expectation. Conclusions: Overall service quality and 4 sub service dimensions of tangible, reliability, responsiveness, and assurance of the pain clinic met expectation. Empathy was higher than expectation, while modern tool and equipment used in the clinic were lower than expectation.  

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽  
2021 ◽  
Vol 38 (4) ◽  
Author(s):  
Lesiba Stephen Ledwaba
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Public Libraries ◽  
Internet Access ◽  
Quality Model ◽  
Technical Problems ◽  
Internet Connectivity ◽  
Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

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.

ASSESSMENT OF INDOOR ENVIRONMENTAL QUALITY AND OCCURRENCE OF SICK BUILDING SYNDROME IN SMALL OFFICES IN PENANG, MALAYSIA

2015 ◽  
Vol 75 (5) ◽  
Author(s):  
Ang Qiu Mei ◽  
Md Azree Othuman Mydin
Keyword(s):  
Environmental Quality ◽  
Sick Building Syndrome ◽  
Quality Measurement ◽  
Comfort Level ◽  
Working Environment ◽  
Indoor Environmental Quality ◽  
Sick Building ◽  
The Difference

This study was done to investigate the relationship between indoor environmental quality and prevalence of Sick Building Syndrome in six small offices inPenangIsland. Indoor environmental quality measurement was conducted according to relevant standards. There are totally Sixty workers were selected to participate in an electronic questionnaire survey. Questionnaire was used to record the comfort level of respondents in the case studies and level of sick building syndrome faced by respondents. Through indoor environmental quality measurement, it is found that most of the offices facing the lighting and noise problem. The result from the questionnaire shows that in overall, the occupants satisfy with their working environment in term of indoor environmental quality although the result also shows the opinions of occupants on dissatisfaction on certain indoor environmental parameter according to case study. The study also found that most of the occupants feel drowsy and fatigue when they work within the offices. Besides, due to the difference of the indoor environmental quality of the buildings, the occupants are suffered from different symptoms of the sick building syndrome.

scholarly journals Patient assessment of the quality of dental care services in a Nigerian hospital

2014 ◽  
Vol 3 (6) ◽  
pp. 20 ◽  
Author(s):  
Ezekiel Taiwo Adebayo ◽  
Bola Ayodele Adesina ◽  
Lilian Ejije Ahaji ◽  
Nurudeen Ayoola Hussein
Keyword(s):  
Service Quality ◽  
Urban Communities ◽  
Dental Care ◽  
Care Service ◽  
Quality Care ◽  
Dental Clinic ◽  
Care Services ◽  
Nigerian Government ◽  
The Difference

Dental care services are available in many urban communities worldwide where discerning and sophisticated clients expect quality care. Many available studies evaluated satisfaction rather than quality of dental care; others did not reveal the patients’ perception of gaps in the quality of care. Service quality (SERVQUAL) tool assesses quality of service based on the dimensions of tangibles, reliability, responsiveness, assurance and empathy as described by Parasuraman et al. (1985). The aim of this study was to assess the gaps in quality of dental care in a Nigerian government owned dental clinic using an unweighted SERVQUAL tool to determine the difference between expectations and perceptions of patients. Consenting patients seen during the study period were given a 32-items questionnaire divided equally between expectations and perception of quality of dental care services received. Out of 112 questionnaires analysed, patients had the most expectation for neatness (4.69 ± 0.85) and least for pain free treatment (3.76 ± 1.16). Highest perception was for knowledgeable clinic staff (4.34 ± 0.71) while support to enable staff work well was the least perceived quality (3.73 ± 0.86). Overall, among the 5 dimensions of quality, there were marked statistically significant quality gaps in assurance (p = .0001) and tangibles (p = .0006). This study showed that patients in a Nigerian government-owned dental clinic, there is need for greater attention to be paid to assurance, tangibles and reliability dimensions of service quality to improve patient perceptions.

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

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