Assessing Service Quality in a Telecommunication Firm in Upper East Region of Ghana

2013 ◽  
Vol 824 ◽  
pp. 178-186
Author(s):  
Elkanah Oyetunji ◽  
Jacob Bae
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Survey Questionnaire ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
East Region ◽  
Analysis Technique ◽  
Upper East Region ◽  
The Difference ◽  
Perceptions And Expectations

Service quality is crucial to the continued and successful functioning of any business. The purpose of this paper is to assess the service quality delivered by a telecommunication firm (located in Navrongo, upper east region of Ghana) to its customers. The survey questionnaire which was based on a universally accepted perceived service quality survey model (called SERVQUAL) for measuring service quality was used to collect data from the firms subscribers. The SERVQUAL consists of twenty two items measuring the five essential dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy). A total of 100 subscribers of the telecommunication firm were conveniently sampled. The data obtained were analyzed using the Statistical Package for Social Science (SPSS) version 17.0. Using the gap analysis technique (which measures the difference between the subscribers perceptions and expectations of the service rendered by the firm), the results shows that the firm needs to improve their service in all the five dimensions of service quality covered in this study (a negative value of service quality was obtained in all the five dimensions).

scholarly journals Measurement of Service Quality using SERVQUAL model in a Mining Environment

2009 ◽  
pp. 42-52
Author(s):  
A.K. Garg ◽  
R. Alvapillai ◽  
I. B. Mathsediso
Keyword(s):  
Service Quality ◽  
Quality Level ◽  
Survey Questionnaire ◽  
Quality Model ◽  
Repair Service ◽  
Five Dimensions ◽  
Mining Environment ◽  
Service Department ◽  
Perceptions And Expectations ◽  
The Relationship

This study applied the reformed service quality model developed by Parasuraman to measure the service quality level and the gaps between perceptions and expectations of a motor company located in a mining environment (Francistown). The data from the three part survey questionnaire was used to examine gaps between perceptions and expectations of the respondents. The findings from a sample of 140 customers show that the service quality level of vehicle repair service department (VRSD) did not fully meet the expectations of the customers of VRSD and gaps were observed in all five dimensions. Paired t-test used to test the significance of difference between out of warranty responses and under warranty responses for expectation and perceptions showed that there were no significant differences between the two groups of customers. Finally the correlation analysis confirmed the strength of the relationship between the service quality and the dimensions studied. Recommendations are made to bridge the gaps between perception and expectation of customers.

Measuring Higher Education Service Quality During COVID-19 Pandemic in China using a SERVQUAL Method

2021 ◽  
Vol 39 (10) ◽  
Author(s):  
Lijun Li ◽  
Sin Yin Teh
Keyword(s):  
Service Quality ◽  
Student Perceptions ◽  
Online Teaching ◽  
Teaching And Learning ◽  
Gap Analysis ◽  
Self Report ◽  
Five Dimensions ◽  
Education Service ◽  
Perceptions And Expectations

There has been an emergency teaching and learning paradigm shift in China universities due to the closure of many higher educational institutions due to COVID-19. This study examines the education service quality during the pandemic. Five dimensions of SERVQUAL have been studied, namely tangible, dependability, responsiveness, assurance and empathy. Using a simple random sampling method, self-report questionnaires were distributed to undergraduate students from the Tianfu College of Southwestern University of Finance and Economics (SWUFE), who participated in this study. This resulted in 373 usable questionnaires. In all five dimensions of service quality, a gap was observed between students’ perceptions and expectations, and are listed in ascending order as follows: tangible: -0.073, assurance: 0.015, empathy: 0.050, responsiveness: 0.052, and reliability: 0.056. The gap analysis between service quality perceptions and expectations showed that all scores for perceptions were higher than expected, except for the tangible dimension. Nevertheless, the negative gap is small and negligible. This finding indicates that the service quality of tangible dimension could be slightly improved. Specifically, the university must upgrade facilities and equipment to improve the fluency of the teaching network, and skills of teachers should be improved to advance their teaching methods, in order to support online teaching and learning, which could reduce the gap of service quality of tangible dimension between student perceptions and expectations.

scholarly journals Service quality in higher education: Study of Turkish students in Malaysian universities

2014 ◽  
Vol 1 (3) ◽  
pp. 1-9 ◽  
Author(s):  
Amran Md Rasli ◽  
Mansoor Ahmed Bhatti ◽  
Nadhirah Norhalim ◽  
Tan Owee Kowang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Quality Measurement ◽  
Gap Model ◽  
Perceived Service Quality ◽  
Education Study ◽  
Stratified Sample ◽  
The Difference ◽  
Quality In Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

scholarly journals PENGUKURAN KUALITAS PELAYANAN PENDIDIKAN DENGAN METODE STUDENT SATISFACTION INVENTORY DI PROGRAM STUDI PENDIDIKAN MATEMATIKA

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Istiqomah Istiqomah ◽  
Tri Astuti Arigiyati
Keyword(s):  
Mathematics Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Support Service ◽  
Study Program ◽  
Analysis Technique ◽  
Education Study ◽  
Student Satisfaction Inventory ◽  
Perceptions And Expectations

The aim of this study was to measure the quality of service in Mathematics Education Study Program. This research is descriptive research, because this research will reflect the perceptions and expectations of students towards service quality in Mathematics Education Study Program. Sampling in this study conducted by random sampling technique.Instruments in this study was a questionnaire that serves to uncover and measure students' perceptions and expectations of service quality in Mathematics Education courses FKIP UST. The data analysis technique used is descriptive analysis techniques and calculation of the score gap. The results showed that the tendency of the rate of student satisfaction in the category are satisfied. While the tendency of the rate of satisfaction for each dimension is 9-dimensional in satisfied category and 2-dimensional in quite satisfied category. The tendency of the level of interest / expectations of students is very important category. Similarly, the tendency of the level of interest / expectations for each of these dimensions in the dimension 11 is very important category. The highest score gap lies in the dimensions of Campus Support Service which is equal to a score of 1.48 and the lowest gap lies in the dimensions of Academic Advising which is equal to 0.72. Variables are prioritized for repair are the variables that enter the first quadrant, in order to increase the level of student satisfaction.Keywords :academic services, Quality, Student Satisfaction Inventory method

scholarly journals A SERVQUAL ASSESSMENT OF INTERNET SERVICE QUALITY IN BHUTAN

2021 ◽  
Vol 5 (10) ◽  
Author(s):  
Phurba Sonam Waiba ◽  
Aita Raj Limboo ◽  
Jigme Sherub
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Service Providers ◽  
The Internet ◽  
Learning And Development ◽  
Internet Service ◽  
Daily Lives ◽  
Five Dimensions ◽  
Significant Difference ◽  
The Difference

Internet and telecommunication is nowadays one of the core necessities and is in fact required in every aspect of our daily lives. Bhutan introduced the internet and television in 1999. Internet and telecommunication has taken its roots in Bhutan and in every nook and cranny of the country. Given its importance, it is important to time to time assess its quality in the country for learning and development purposes. The study is based on quantitative analysis, using the SERVQUAL instrument. The data was collected through randomly distributed questionnaires through convenience sampling method via google form survey. Sample size of 384 was determined using an online survey monkey tool. The data for this study was analyzed using excel through paired two sample t-test to compare means and to see the significant difference between expectation and perception of the services of each dimension item of all the five dimensions at hypothesized mean difference of zero, alpha value of 0.05. The average gap score is at -0.6 which means that the expectations have not been met and quality of internet service is unsatisfactory. Interesting to note that TANGIBILITY, EMPATHY and RELIABILITY aspects require immediate attention. Generally, the difference between the two means is statistically significant, and therefore there is a statistical significant difference between perceived and expected internet service quality. The study therefore, recommends the (internet service providers) ISPs to consider improvements and rethinking developments on the dimensions discussed in the paper.

scholarly journals An investigation of students’ experience of service quality delivered by administrative staff at one site of a South African comprehensive university

2018 ◽  
Author(s):  
◽  
Mxolisi Walter Ntoyakhe
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Service Quality ◽  
South African ◽  
Higher Education Institutions ◽  
Administrative Staff ◽  
Comprehensive University ◽  
Five Dimensions ◽  
Perceptions And Expectations ◽  
The University

Over the last decade the institutional framework within which most universities in South Africa operate has undergone major transformation forcing the higher education sector to become more competitive in its approach to attracting and retaining quality students. Against this background, service quality has been put forward as a critical determinant of competitiveness. Higher Education Institutions are increasingly placing greater emphasis on meeting students’ expectations and needs. As institutions of higher learning become more student orientated, student perceptions of higher educational facilities and services are becoming more essential. It is clear that there is a need to measure students’ experience of service quality in order to develop innovative academic structures, facilities and services to retain and attract new students. Therefore, this study used a mixed research approach and a nonprobability sampling technique to identify the sample size. The purpose of this study was to investigate the students’ experience of service quality delivered by administrative staff at one site of a South African Comprehensive University. Underpinned by the Gap Model of service delivery and an adapted SERVQUAL instrument, this study sought to determine perceptions and expectations of service quality across five dimensions, namely: tangibles; reliability; responsiveness; assurance; and empathy. Questionnaires were used as data collection instrument to collect data from two hundred and sixty (260) registered students; twelve (12) academic departments, residence and library administrative staff members. Questionnaires were used to gather data from administrative staff of academic department, library and residence; and registered students in one comprehensive university in South Africa. Statistical Package for the Social Sciences (SPSS) version 24 was used to analyse the data. Statistical tools that include frequencies, mean scores and tabulations were utilized to present the data from findings. The Wilcoxon signed ranks test was also utilized to further analyse the significance of the gaps. Various gaps between students’ perceptions and expectations indicating dissatisfaction with administrative services particularly among the students were identified. The findings from the study indicated that, a negative service quality gap exists at selected site of Comprehensive University in SA. The findings further suggested that issues such as service quality planning and monitoring, establishing recovery mechanisms for service failures, and student- driven service design and standards need to be high on the agenda at higher education institutions to ensure service quality. All five dimensions of SERVQUAL indicated a negative score or quality gap suggesting that the administrators of selected departments need to urgently close the gaps that exist at their institution; key recommendations were thus made to improve the gaps identified. Frequent interaction between the administrators and the students is recommended for the university as it provides important information on student expectations and perceptions. Continuous employee training to improve the existing skills is also recommended for comprehensive university employees as it can have a good impact on meeting the students’ expectations of the service quality dimensions. The study therefore, concluded that the university needed urgent intervention in terms of developing proper academic support structures, facilities and quality services that would satisfy the needs of students.

scholarly journals Consumer Perceptions and Expectations of Garden Center Product and Service Quality

1997 ◽  
Vol 15 (1) ◽  
pp. 12-15
Author(s):  
Jay T. Hudson ◽  
Bridget K. Behe ◽  
Harry G. Ponder ◽  
William E. Barricks
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
Quality Dimension ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Difference ◽  
Perceptions And Expectations

Abstract We compared consumers' product and service quality perceptions and expectations from five traditional garden centers (TGC) and three non-traditional garden center outlets (NTO) in Charlotte, NC. Customers from both outlets had similar expectations of service and product quality. However, TGCs better met customer expectations with higher perceptions scores and smaller gap scores. Service quality gaps were the difference between customer perceptions and expectations. Gaps were identified for both outlets on four of five service quality dimensions and for the single product quality dimension. TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers but their importance was reversed for NTO customers. Both customer groups ranked tangibles as the least important service quality dimension and retailers did not have a gap on this dimension.

scholarly journals KUALITAS PELAYANAN PEMBUATAN PASPOR DI KANTOR IMIGRASI KELAS I KOTA BOGOR

2017 ◽  
Vol 3 (1) ◽  
pp. 41
Author(s):  
Suciani Cahya Bintari ◽  
Nandang S.Zenju ◽  
Irma Purnamasari
Keyword(s):  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
The Elderly ◽  
Field Studies ◽  
Five Dimensions ◽  
Analysis Technique ◽  
Timely Completion ◽  
Study Population ◽  
Five Dimension

The purpose of this study is to determine the passport service quality at Class I Immigration Office of Bogor.The theory used in this research is put forward by Parasuraman, Berry and Zeithaml (Ratminto & Septi Winarsih, 2005: 175), which consists of five dimensions of service quality : Tangible, Reliability, Responsiveness, Assurance and Empathy. The method used is descriptive analysis using quantitative approach. Data analysis technique used is the calculation of Weight Mean Score (WMS). Data collection techniques used are literature studies and field studies. The study population consists of 220 respondents consisting of Applicants and Passport Officers. While the sampling technique used is the saturated technique sampling to officers and incidental sampling to the applicants. The samples using Yamane formula so that the samples obtained are 87 respondents.Research result of service quality in making passport at Bogor immigration office is considered to be good, because of the processing of a questionnaire made to the applicant's passport 67 samples obtained is score of 3.67 (in scale of 5), which is included in the “good” category. Nevertheless there are many grievances felt by the applicant. This occurs due to less extent of the lounge to the applicant, the speed of completing the passport, guarantee timely completion of the passport, and the discriminatory treatment which actually is for the elderly, toddlers, pregnant and breastfeeding. Keywords: Service Quality, Five Dimension of Service Quality, Passport.

scholarly journals The use of the quality model of Parasuraman, Zeithaml and Berry in health services

2013 ◽  
Vol 47 (5) ◽  
pp. 1227-1232 ◽  
Author(s):  
Mileide Morais Pena ◽  
Edenise Maria Santos da Silva ◽  
Daisy Maria Rizatto Tronchin ◽  
Marta Maria Melleiro
Keyword(s):  
Theoretical Model ◽  
Health Services ◽  
Service Quality ◽  
User Satisfaction ◽  
Quality Model ◽  
Five Dimensions ◽  
Main Obstacle ◽  
Degree Of Satisfaction ◽  
Health Institutions ◽  
The Difference

This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.

Sign in / Sign up

Export Citation Format

Share Document