An Event Quality Scale for Participatory Running Events

2020 ◽  
Vol 24 (1) ◽  
pp. 139-152 ◽  
Author(s):  
John Armbrecht
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Development Process ◽  
Factor Model ◽  
Perceived Quality ◽  
Social Aspects ◽  
Factor Solution ◽  
Quality Scale ◽  
Cognitive Dimensions

This study focuses on the perceived quality of participatory event experiences by addressing the following question: What are the important aspects of the event experience? The aim of this research is to develop and refine a scale to measure the quality of the event experience for runners at a participatory event. The objective is to combine, apply, test, and refine the existing scales to increase our understanding of the perceived quality of events among amateur running athletes. Both affective and cognitive dimensions are included in the scale. Based on seven dimensions and 36 items, a formal scale development process is adopted. The data consist of 1,923 observations collected during a participatory event with approximately 60,000 registered participants. The seven-factor model, including immersion, surprise, participation, fun, social aspects, hedonic aspects, and service quality, was gradually revised in favor of a four-factor solution: service quality, hedonic aspects, fun, and immersion. As a result, 73.1% of the variance is extracted. This study contributes to a refined scale measuring the perceived event quality of participatory events. Service quality accounts for more than half of the variance extracted. Researchers should continue to develop research on the critical experiential dimensions in an event context. Furthermore, the links between the constructs need attention. The results suggest that event organizers should evaluate their events and event portfolios based on the scale and take actions to increase the perceived quality of these events.

Measuring the Service Quality of E-Commerce and Competitive Strategies

2016 ◽  
pp. 431-450
Author(s):  
Shu-Fong Chang ◽  
Jen-Chi Chang ◽  
Kuo-Hua Lin ◽  
Bin Yu ◽  
Yu-Cheng Lee ◽  
...  
Keyword(s):  
Growth Rate ◽  
Service Quality ◽  
Online Shopping ◽  
Market Competition ◽  
Competitive Strategies ◽  
Kano Model ◽  
Average Growth ◽  
Quality Scale ◽  
Quality Dimensions

The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.

Perceived Quality of Bus Transit Services: A Route-Level Analysis

2020 ◽  
Vol 2674 (2) ◽  
pp. 79-91 ◽  
Author(s):  
Connor Nikel ◽  
Gamal Eldeeb ◽  
Moataz Mohamed
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Perceived Quality ◽  
Quality Improvements ◽  
Perceived Service Quality ◽  
Transit Services ◽  
Differential Perception ◽  
User Groups ◽  
Bus Services

Passengers’ perceptions of transit quality depend on their interactions with the service. However, given the varied operational features in any transit network, the perceived service quality is expected to vary between different types of operation. Recently, there has been an emphasis on addressing this issue and quantifying the variation in the perceived service quality at route level. In this respect, this study quantifies the perceived quality of bus services across different route types and user groups. A two-step cluster analysis is developed to classify bus routes based on their operational features, which is followed by a series of importance-performance analysis (IPA) models corresponding to each route type. The study is supported by a primary dataset collected from 1,883 users through an online survey in Hamilton, Canada. The emerging results indicate four predominant route types: core, standard, express, and local routes, each exhibiting a unique set of characteristics. The IPA models show an apparent variation in the perceived service quality from each route-type. In addition, there are clear indications of differential perception between passengers who use the service very frequently and other less frequent users. These results call for the consideration of variations in route level and user type in informing service quality improvements.

scholarly journals Perceived quality, authenticity, and price in tourists’ dining experiences: Testing competing models of satisfaction and behavioral intentions

2019 ◽  
Vol 25 (4) ◽  
pp. 480-498 ◽  
Author(s):  
Birgit Muskat ◽  
Tanja Hörtnagl ◽  
Girish Prayag ◽  
Sarah Wagner
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Behavioral Intentions ◽  
Perceived Quality ◽  
Second Order ◽  
Price Fairness ◽  
Tourist Satisfaction ◽  
Order Construct ◽  
Competing Models

This study examines tourists’ dining experiences and tests competing models of predictors of satisfaction and behavioral intentions. Specifically, we examine the influence of service quality, quality of environment, food quality, price fairness, authenticity, and tourist satisfaction on behavioral intentions. Within the context of mountain hut casual ethnic restaurants and a survey of 304 respondent tourists, we apply partial least squares-structural equation modeling (PLS-SEM) to test both the baseline and the competing, hierarchical latent model. First, results for the baseline model show that satisfaction fully mediates the relationship between the various quality attributes and behavioral intentions. Second, results from the competing model confirm that food quality, service quality, and quality of environment form a second-order construct of perceived quality. Third, results reveal that service quality, quality of the environment, and food quality are best represented as a second-order construct in modeling predictors to evaluate the tourism dining experiences relative to tourist satisfaction and behavioral intentions. Fourth, we show that authenticity is a stronger predictor of satisfaction than price fairness and service quality.

scholarly journals Marketing Mix and Tourism Destination Image: The Study of Destination Bled, Slovenia

Organizacija ◽  
2016 ◽  
Vol 49 (4) ◽  
pp. 209-223
Author(s):  
Urška Binter ◽  
Marko Ferjan ◽  
João Vasco Neves
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Perceived Quality ◽  
Marketing Mix ◽  
Destination Image ◽  
Tourist Destination ◽  
Business Partners ◽  
Perceived Price ◽  
Quality Of Products

Abstract Background and Purpose: The aim of the research was to find out how business partners from the field of tourism estimate the dimensions of the image of Bled and the marketing mix used to promote Bled. Further on we were interested in evaluating the influence of image and marketing mix on the scope of sales measured in overnights. The following dimensions of image were explored: perceived uniqueness of image as a whole, perceived uniqueness of attractions and experiences, perceived quality of the environment (cleanness), perceived feeling of safety, as well as the dimensions of the marketing mix: perceived quality of products (accommodation, culinary offer, transfers, etc.), perceived price of services, perceived manner of sales for the promotion of Bled, perception of promotional channels, perception of residents (politeness, friendliness, multicultural and religious openness, etc.) and a positive experience of visiting Slovenia. Design/Methodology/Approach: The survey was dispensed among 400 incoming agencies, foreign tour operators, tourist agencies and associations that promote the product of Bled. 235 units were received, 164 of them were completed. The respondents come from 30 countries from all over the world. Results: The findings disclose how service quality, tourist provider competencies and environmental factors are estimated. Safety at Bled has the highest arithmetic mean and the lowest standard deviation. The lowest ranking is linked to traffic and tolerance towards other religions. It is alarming to find the service quality, as the core of tourism business, rated poorly during the main season. Conclusion: Having overviewed the available literature it might be concluded that the analysis can be regarded as the first research of the tourist destination Bled performed in this manner and scope.

scholarly journals Improving the Services Quality of Educational Staff Based on Satisfaction and Loyalty Analysis of Nursing Students

Jurnal NERS ◽  
2017 ◽  
Vol 12 (2) ◽  
pp. 164
Author(s):  
Fresty Africia ◽  
Stefanus Supriyanto ◽  
Tiyas Kusumaningrum
Keyword(s):  
Nursing Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Perceived Quality ◽  
Educational Institutions ◽  
P Value ◽  
Student Expectations ◽  
Student Loyalty ◽  
Educational Staff

Introduction: Educational staff services play a role in determining the quality of education. Service quality is able to provide satisfaction for students. Students who were satisfied with the perceived quality will develop student loyalty to the institution. The purpose of this study was to assess the effect of educational staff service quality with the satisfaction and loyalty of nursing students so that the educational institutions as service providers are able to provide the best service and survive in the midst of competition. Method: The study was an explanative survey with a cross-sectional design. Data collection was conducted using both quantitative (questionnaires) and qualitative (Focus Group discussion/FGD) methods. This study used proportional random sampling, with 110 students as samples. The variables in this research were customer expectations, perceived quality, student satisfaction and loyalty. The data was collected by a questionnaire and analyzed by linear regression, while FGD was conducted in two different groups (students and staff’s managers). Result: The result of the study explains the influence of student expectations on the perceived quality of the educational staff with a p-value = 0,002. There was no influence of student expectation on student satisfaction with a p-value = 0,156. The influence of the perceived quality of the educational staff towards student satisfaction had a p-value = 0,000. The influence of student satisfaction on student loyalty had a p-value = 0,000. Conclusion: The fulfilment of student expectations will have a positive impact on perceived quality. Furthermore, the positively perceived quality will create student satisfaction and student loyalty towards the educational institutions. For further research, it is suggested to examine the effect of satisfaction on student complaints.

scholarly journals Validation of a Spanish-Language Scale for Evaluating Perceived Quality of Care of Medical Abortions Before 9 Weeks Gestation

2021 ◽  
Author(s):  
Rosa Cabedo-Ferreiro ◽  
Maria-Mercedes Vicente-Hernández ◽  
Josep-Maria Manresa-Domínguez ◽  
Miriam Gómez-Masvidal ◽  
Laura Montero-Pons ◽  
...  
Keyword(s):  
Quality Of Care ◽  
Service Quality ◽  
User Satisfaction ◽  
Weighted Kappa ◽  
Perceived Quality ◽  
Self Administration ◽  
Floor Effect ◽  
Fundamental Part ◽  
Perceived Quality Of Care

Abstract Background: Spanish Organic Law 2/2010 legalizes abortion within 14 weeks of gestation. Medical abortion with mifepristone and misoprostol is around 97% effective and is offered at primary care centers during the first 9 weeks of gestation. It consists administration of 200 mg of mifepristone by healthcare professional and of the self-administration 800 mg of misoprostol by the patient at home, along with prescribed analgesics. However, the quality of this process as perceived by patients has never been assessed. This study aims to validate a scale designed to assess the perceived quality of this process.Methods: Validation study of a Spanish adaptation of the SERVPERF scale. In total, 289 patients completed a self‑administered questionnaire consisting of 26 items previously evaluated by a group of experts. A re-test was performed on 53 of these patients 15 days later to assess interobserver consistency.Results: The non-response rate did not exceed 2.1%. The floor effect was 26% and the ceiling effect did not surpass 83%. The linearly weighted Kappa coefficient was good to excellent, in general. An exploratory factor analysis was performed with varimax rotation, obtaining a total of 7 dimensions that explain 65.9% of the variability. The internal consistency (Cronbach's alpha) for all items was 0.862.Conclusion: This psychometric instrument is valid and reliable for assessing the quality of care of medical abortion.Medical abortion is efficient, effective and eliminates the need for hospital care, anesthesia and surgical risk. However, user satisfaction has yet to be determined. This study offers a validated scale to assess perceived quality of care, their quality experience and person-centered care for abortion as a fundamental part of overall service quality as a fundamental part of overall service quality.

scholarly journals Antecedents of private university students’ satisfaction: The effects of traditional and electronic service quality

2021 ◽  
Vol 14 (3) ◽  
pp. 154-166
Author(s):  
Leonnard
Keyword(s):  
Service Quality ◽  
Private Universities ◽  
Perceived Value ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Retention Rates ◽  
Equation Modeling ◽  
Electronic Service ◽  
Students Satisfaction

High competition in the higher education sector, especially private universities, has brought a high attention to service quality that can increase students’ satisfaction and their retention rates. This study aimed to investigate the effect of traditional and electronic service quality of private universities in Jakarta on students’ satisfaction. A total of 151 students’ responses from three private universities in Jakarta were collected. A factor analysis with the Principal Component Analysis method with Varimax rotation, Partial Least Square-Structural Equation Modeling (SEM) and Importance Performance Map Analysis (IPMA) were performed. The results proved that perceived value of traditional service quality and perceived web value significantly affected student satisfaction. The three indicators of perceived quality provided by administrative staff (b=0.198), perceived quality of university infrastructure (β=0.333), and perceived quality of support services (β=0.362) significantly affected students’ satisfaction while in the context of electronic service quality, only accessibility (β=0.469) and attractiveness (β=0.123) had significant effects on students’ satisfaction. Furthermore, the two-dimensional IPMA matrix indicated the dominance of importance (score=0.621) and performance (score=66.438) of perceived value over the perceived web value.

scholarly journals The evaluation of transportation services for personnel provided as an outsourced way at a military hospital

2016 ◽  
Author(s):  
Necmettin Cihangiroglu ◽  
Bilal Bakir
Keyword(s):  
Service Quality ◽  
High Reliability ◽  
Perceived Quality ◽  
Absolute Difference ◽  
Military Hospital ◽  
Transportation Services ◽  
Perceived Service Quality ◽  
The Absolute ◽  
Very High

OBJECTIVE: In this study it was aimed to examine the quality of outsourcing transportation services provided for personnel at a military hospital in Turkey by using SERVQUAL method. MATERIAL AND METHOD: This study was conducted as a cross-sectional study from 7 to 29 August 2014 at a military hospital in Ankara.  One thousand questionnaires were distributed, 730 were received back, but 176 were excluded from analysis due to missing or false responses.   The rest of 554 questionnaires were analyzed by using   SPSS for Windows 18.0 package program. The SERVQUAL scale which was developed by Parasuraman et al. (1988) was the main scale in the study. The scale highlights the main components of high quality service as five factors - reliability, assurance, tangibles, empathy and responsiveness - that create the acronym RATER. RESULTS: The majority of participants were women (56.4%), between 31-40 old years (47.2 %), and, up to 77.3% of them used transportation services every work day. It was found that the SERVQUAL instrument had a very high reliability. The Cronbach Alpha coefficient was found between 0.86 and 0.91 for expected quality and between 0.74 and 0.91 for perceived quality. The expectations regarding empathy dimension was at the highest level and expectations regarding other dimensions were also at very high level and very close each other. It was determined also that empathy factor was the highest in negative direction among perceived quality mean scores. When the absolute differences between expected and perceived mean scores for the dimension of  tangibles  of the scale were compared for all age groups,  a significant result was found (p=0,021), and the difference for the age group of 51 and more was significantly lower than others. When the mean scores of perceived service quality of groups based on personnel’ status were compared, the significant results were obtained for three dimensions as tangibles, empathy, responsiveness and also total perceived service quality (<0.05). CONCLUSION: The absolute difference between expected and perceived mean scores regarding outsourcing personnel transportation services was found as negative (-). That means that the quality of service was perceived insufficient. Keywords: Outsorcing, Transportation services, hospital

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