scholarly journals EVALUATIONS OF SERVICE QUALITY: THE USE OF IMPORTANCE- PERFORMANCE ANALYSIS AND SERVQUAL IN A SOUTHERN TAIWAN'S HOT SPRING RESORT

2021 ◽  
pp. 45-47
Author(s):  
Huey-Hong Hsieh ◽  
Hung-Yi Yang ◽  
Kuang-Ye Chu ◽  
Chao-Tsung Hsiao
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Service Provider ◽  
Quality Evaluation ◽  
Service Providers ◽  
Hot Spring ◽  
Critical Factors ◽  
Convenient Tool ◽  
Service Quality Evaluation ◽  
Service Gap

Importance-performance analysis (IPA) is a convenient tool for service quality evaluation. Likewise, SERVQUAL and the model of service quality is also another useful tool for service quality evaluation. How hot spring service providers position themselves and differentiate themselves from competitors is critical to their success. In this study, both IPA and SERVQUAL and the model of service quality are used to evaluate a hot spring service provider in Taiwan for comparisons. A modified SERVQUAL questionnaire was distributed to hot spring resort customers with 300 valid responses. Results from IPA indicated the “Reliability” as the service weakness, while SERVQUAL and the model of service quality identified the “Responsiveness” as the largest service gap. Using these tools, the service providers can identify the critical factors for improvements from different perspectives. Implications of both tools for service providers and researchers were discussed.

Towards a Customer-Centric Framework for Evaluation of E-Health Service Quality

2018 ◽  
pp. 199-218
Author(s):  
Michael Mutingi
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Evaluation ◽  
Service Providers ◽  
Customer Experience ◽  
Evaluation Framework ◽  
Service Quality Evaluation ◽  
Health Service Quality

As the awareness of the importance of healthcare service quality and pressures from stakeholders continue to grow, healthcare service providers have no option except to develop appropriate service quality evaluation procedures. Patient satisfaction is imperative, and has become a critical issue especially in e-health services. Although healthcare service providers have become aware of the need for improving customer experience through provision of customer-centric services, virtually none of the existing e-health quality evaluation frameworks are grounded on customer-centric metrics. In this chapter, a critical analysis of existing evaluation initiatives is presented from the context of e-health services. Critical areas of e-health service are investigated to determine quality dimensions that influence customer experience. From this analysis, a customer-centric evaluation framework is proposed, comprising four e-health service quality scales. The framework provides a platform for continuous improvement in e-health service.

Tourism service providers’ physical attractiveness and customers’ service quality evaluation: is warmth or competence more important?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yaoqi Li ◽  
Biqiang Liu ◽  
Ping Chen ◽  
Tzung-Cheng Huan
Keyword(s):  
Service Quality ◽  
Social Distance ◽  
Physical Attractiveness ◽  
Quality Evaluation ◽  
Service Management ◽  
Service Providers ◽  
Enhancement Effect ◽  
Content Type ◽  
Service Quality Evaluation ◽  
Tourism Service

Purpose This paper aims to introduce the psychological variable of “social distance” and use SEM to analyze the relationship between tourism service providers’ physical attractiveness (SPPA) and tourists’ perceptions of social distance, stereotypes and service quality. Design/methodology/approach The data collectors were instructed to convenience sampling tourists in Guangzhou Chimelong Tourist Resort, the biggest resort in South China and 334 valid questionnaires were collected. This study used CFA to confirm the measurement model and to check the reliability and validity of the constructs. Using Mplus 7.0, SEM was performed to test the hypotheses of this study. Findings The study found that tourism SPPA can improve tourists’ stereotype perception by reducing the social distance between tourists and service providers, which ultimately improves service quality. This study also found that only warmth perception can significantly improve the service quality evaluation of tourists, with competence perception having no significant effect. Originality/value This study focused on the SPPA in tourism services, expanding the research on tourism service management and on the effect of physical attractiveness; enriched the stereotype content model and behaviors from intergroup affect and stereotypes map by clarifying the mediating role of social distance and stereotypes; found different roles played by the competence and warmth stereotype in the enhancement effect; helped find an insightful strategy to improve service quality by recruiting and training employees intentionally.

scholarly journals EVALUATION OF PHARMACEUTICAL CARE SERVICES’ QUALITY IN LATVIA: THE CASE STUDY OF “MENESS APTIEKA”

2016 ◽  
Vol 1 (8) ◽  
pp. 52
Author(s):  
Evija Liepa ◽  
Joanna Hernik ◽  
Gunta Grīnberga-Zalite ◽  
Anete Matute
Keyword(s):  
Service Quality ◽  
Pharmaceutical Care ◽  
Evaluation System ◽  
Quality Evaluation ◽  
Service Providers ◽  
Customer Expectations ◽  
Care Services ◽  
Real Performance ◽  
Service Quality Evaluation ◽  
High Level

The availability of quality pharmaceutical care services is an important precondition for the nation’s welfare, therefore their quality maintenance and regular evaluation is one of the main challenges that pharmacies have to deal with. Based on the previous studies of theoretical fundamentals of service quality, the authors have set the research aim to apply SERVPERF and SERVQUAL methods of service quality evaluation for identifying the quality gaps in “Meness aptieka” pharmaceutical services. Retrospective evaluation of service quality can only partly show if quality is at sufficient or insufficient level, therefore authors recommend service providers to use a combined quality evaluation system which includes both identifying of customer expectations and their real experience, afterwards comparing those evaluations to detect gaps in real performance. The research results showed that the quality of the four surveyed “Meness aptieka” pharmacies’ services in Jurmala is at high level and meets customer expectations. There were few minor quality gaps detected, among which most important was customers’ dissatisfaction with new product promotions in pharmacies, which are perceived rather as aggressive sales than holistic care for customer’s health.

Exploration of Product Centric Factors in Telecom Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Swati Ganeti ◽  
Rajat Agarwal ◽  
Murali Krishna Medudula ◽  
Mahim Sagar
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Connectivity ◽  
Factor Loading ◽  
The Other ◽  
Relative Importance ◽  
Network Connection ◽  
Telecom Service ◽  
Telecom Industry

Telecom industry is one of those industries which has changed dramatically during the past decade. With more and more players entering in this industry, competition is ever increasing. The war between these players is slowly shifting from the price to the augmentation. This paper aims at exploring such factors which influence a customers preference of one telecom service provider (TSP) over the other. It is a descriptive research where study has been conducted among the consumers of different telecom service providers (TSPs). By reviewing the existing literature in this domain, we explored different factors which affect the consumers decision to prefer one telecom service provider over the other. A consumer targeted questionnaire was designed where consumers were asked about the factors they consider (with their relative importance quantified using Likert scale), before buying a new network connection to know the relative importance of the various factors. Factor Analysis was performed to club various variables into distinct factors. Statistical techniques then helped in identifying the relative importance. From the Factor Loading matrix the following five factors were generated:- Overall service quality, Point of Purchase Differentiator, Promotion Measures, Tariff Plans and Size of the Network. Further study in the behavioural perceptions of consumer shows that the most important factor in influencing the customer buying behavior is Service Quality. The second most important factor is cost and various plans offered by the telecom service provider. Network connectivity was considered by almost all the respondents and consumers prefer the largest network player. The study also found that promotional measures dont influence the customers as expected.

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