scholarly journals Black customers' perceptions of service quality in the life assurance industry

1995 ◽  
Vol 26 (3) ◽  
pp. 115-123
Author(s):  
Merle Sandler ◽  
Mike Bendixen ◽  
Riri Elfassy
Keyword(s):  
Cluster Analysis ◽  
Pilot Study ◽  
Service Quality ◽  
Service Providers ◽  
Future Research ◽  
Disadvantaged Communities ◽  
Life Assurance ◽  
A Company

With this research we sought to evaluate black customers' perceptions of service quality in the life assurance industry. Personal interviews were conducted nationwide with 165 policy holders of a company. Altogether 18 of the company's managers from various regions filled in the questionnaire for comparison purposes. The difficulties experienced in doing research in disadvantaged communities were highlighted. This could be a challenging area for future research as the specific needs of consumers in this important market are still largely unknown to marketers and service providers. The pilot study revealed that it was necessary to simplify the scales that are usually used, to phrase the questions in the terminology used by the consumer and to rescale the responses. It was established that the criteria used by black customers in the life assurance industry to assess service quality were different from those of Parasuraman, Zeithaml Berry but the generally held view that expectations of service quality are higher than perceptions was upheld. Cluster analysis and ANOVA revealed that perceptions of service quality varied among customers with different socio-economic backgrounds.

Predictors of users’ preferences for online health services

2020 ◽  
Vol 37 (2) ◽  
pp. 215-225
Author(s):  
Shahidul Islam ◽  
Md Rakibul Hoque ◽  
Md Abdullah Al Jamil
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Rational Choice Theory ◽  
Service Providers ◽  
Well Being ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Health Service Quality

Purpose The purpose of this study is to explain predictors that discriminate users’ preferences for online health services, focusing on a downtown area in a developing country. Design/methodology/approach Drawing on rational choice theory (RCT), the authors test a model that links the frequency of online health service usage to access-activators and access-inhibitors. Multivariate analysis of variance (MANOVA) and the discriminant analysis model were used to analyze data from a sample of 215 internet users. Findings Results confirm the significance of responsiveness, user’s attitude, accessibility and perceived ease of use, indicating their discriminating role in the usage of online health services. Research limitations/implications The study demonstrates the relevance of RCT in measuring perceived online health service quality in an emerging context. Future research should consider the influence of electronic health (eHealth) literacy, norms and trustworthiness to increase the generalizability of the findings. Practical implications The findings of this study can help enhance the eHealth service quality by encouraging service providers to improve the interactivity and ease of use of their platforms, thus delivering value to both consumers and firms and improving the well-being of the society at large. Originality/value Few existing studies draw attention to access-activators and access-inhibitors to predict users’ preferences for online health services. This study shows the applicability of RCT in preparing the instrumental dimensions of online health service quality.

Perceived cultural distance in intercultural service encounters: does customer participation matter?

2018 ◽  
Vol 32 (5) ◽  
pp. 547-558 ◽  
Author(s):  
Tyson Ang ◽  
Ru-Shiun Liou ◽  
Shuqin Wei
Keyword(s):  
Weight Loss ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Cultural Distance ◽  
Customer Participation ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Cultural Distance

PurposeThis paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the service providers’ warmth and competence in intercultural service encounters (ICSE), and if this negative effect can be mitigated through customer participation (CP).Design/methodology/approachA 2 × 2 between-subjects experimental design with an online consumer panel was conducted using a series of intercultural service encounter scenarios (in the weight loss service context) to manipulate CP (high vs low) and pictures of service providers to induce PCD (high vs low).FindingsAs hypothesized, in the context of ICSE, PCD negatively impacts customers’ social judgements of the service providers’ warmth and competence, which in turn influence service quality and customer satisfaction. However, the negative impact of PCD is alleviated when the level of CP is high.Research limitations/implicationsUsing a single service context (weight loss services) may restrict the generalizability of findings. Future research may explore other service contexts.Practical implicationsTo improve customers’ experience, managers in service firms with multicultural customers may create more engagement opportunities by designing the service delivery process in ways in which more CP and involvement is allowed.Originality/valueThis research is among the first to highlight the importance of consumers’ social judgements about culturally dissimilar service providers, which at baseline come with disadvantages but that can be altered through marketing actions (e.g. enhanced CP).

scholarly journals Who gets hooked on Facebook? An exploratory typology of problematic Facebook users

2016 ◽  
Vol 10 (3) ◽  
Author(s):  
Tracii Ryan ◽  
John Reece ◽  
Andrea Chester ◽  
Sophia Xenos
Keyword(s):  
Cluster Analysis ◽  
Pilot Study ◽  
Online Survey ◽  
Theoretical Framework ◽  
Future Research ◽  
Social Activities ◽  
Social Monitoring ◽  
Facebook Use ◽  
Patterns Of Behavior ◽  
High Engagement

Scholars have suggested that there are multiple pathways to problematic Facebook use, and each are linked to the types of activities that users engage in. However, these concepts have yet to be empirically explored. The present paper addresses this gap in the literature by presenting a pilot study based on a sample of 59 (50 females, 9 males) problematic Facebook users. Closed and open-ended data were collected using an online survey. Cluster analysis was then used to identify three types of problematic Facebook users: those with high engagement in social activities and browsing, those with low engagement in social activities but high engagement in browsing, and those with low engagement in both social activities and browsing, but moderate engagement in gaming. This paper presents an in depth discussion of the patterns of behavior identified within these clusters. In addition, four potential pathways to problematic Facebook use are proposed: online social enhancement, social monitoring, procrastination, and entertainment. This study contributes to the development of a much-needed theoretical framework of problematic Facebook use, and provides direction for future research.

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)

2021 ◽  
Vol 10 (2) ◽  
pp. 159
Author(s):  
Pandji Pratopo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Future Research ◽  
Analysis Tool ◽  
Consumer Expectations ◽  
Positive Effect

<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer satisfaction on the service quality of the Golden Tulip Hotel Tangerang, and what factors have the greatest influence on customer service expectations of the Golden Tulip Hotel Tangerang. The research model developed in this study consists of four dimensions, namely service quality, consumer expectations, and customer satisfaction, with two hypotheses to be tested. The test was carried out using the Structural Equation Modeling (SEM) analysis tool in the LISREL program on 100 respondents who were consumers of the Golden Tulip Hotel Tangerang. The results of data analysis indicate that the two proposed hypotheses are acceptable, and it can be concluded that service quality has a positive effect on customer satisfaction, and consumer expectations have a positive effect on customer satisfaction. This study also links the research results with the theoretical implications and policies of the Golden Tulip Hotel Tangerang management, which are described in the conclusion section. Research limitations and future research agendas can be used as a reference for future researchers.</em></p><p><strong><em>Keywords</em></strong><em>: service quality, customer expectations, customer satisfaction</em></p>

Conceptualising HR outsourcing effectiveness and scale development of HROSERVPERF using PLS-SEM

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Siew Chen Sim ◽  
Maniam Kaliannan ◽  
Mohan Avvari
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Service Providers ◽  
Manufacturing Firms ◽  
Service Performance ◽  
Future Research ◽  
Structured Interviews ◽  
Content Type ◽  
Performance Dimensions ◽  
Hr Managers

PurposeThis study aims to provide a conceptualisation of HR outsourcing (HRO) effectiveness from a service quality perspective and subsequently develop a scale – HROSERVPERF to measure HRO service performance underpinned S-O-R theory.Design/methodology/approachGrounded on theoretical conceptualisation, literature and information collected through semi-structured interviews, HRO service performance items pool were generated. 257 responses from manufacturing firms in Malaysia that have outsourced their HR were collected. PLS-SEM is used for scale confirmation and validation.FindingsThe conceptualisation of HRO effectiveness and HRO service performance suggests a need for scale development that encompasses service quality-satisfaction-loyalty framework supported by S-O-R theory. Operational improvement, resource alignment and service delivery emerged as the service performance dimensions of HROSERVPERF.Research limitations/implicationsThis study was limited to manufacturing firms in Malaysia, hence little generalisation could be drawn beyond this context. However, this serves as future research opportunities.Practical implicationsHR managers and service providers can employ HROSERVPERF to measure and improve HRO service performance more effectively. Service providers can re-strategise and target their scarce resources to better retain their clients.Originality/valueThis is the first paper that provides HRO effectiveness conceptualisation from a service quality perspective followed by a scale development with formative measures using PLS-SEM underpinned S-O-R theory.

scholarly journals Developing a Sustainable Logistics Service Quality Scale for Logistics Service Providers in Egypt

Logistics ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 21
Author(s):  
Ahmed Hussein Ali ◽  
Ani Melkonyan ◽  
Bernd Noche ◽  
Tim Gruchmann
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Service Providers ◽  
Future Research ◽  
Logistics Service ◽  
Sustainable Logistics ◽  
Logistics Service Providers ◽  
Sorting Technique ◽  
Sustainability Practices ◽  
Logistics Service Quality

The role of sustainability has made it a vital point to measure companies’ financial performances and sustainability practices along the overall supply chain. Logistics service providers (LSPs) are among the supply chain actors that need to consider sustainability practices to present a better sustainable service. Therefore, we studied LSPs in Egypt, as Egypt has set sustainability goals in the logistics sector to be achieved by 2030. This research proposes a new sustainable logistics service quality (SLSQ) scale through reviewing the literature on sustainable service quality (SSQ) and logistics service quality (LSQ). While additional semi-structured interviews were conducted with LSP companies in Egypt to formulate the SLSQ scale for this specific region, the Q-sorting technique was used to confirm SLSQ measurements. Hence, we present a scale to evaluate Egypt’s overall LSPs’ service quality. Our research thereby contributes to the theory by proposing a new framework that measures the SLSQ in LSP companies in emerging countries and to the practice by tying the framework to accompany Egyptian law. The results are discussed against previous literature and concluded by showing limitations and potential future research avenues.

Exploring Signaling Roles of Service Providers' Reputation and Competence in Influencing Perceptions of Service Quality and Outsourcing Intentions

2019 ◽  
Vol 31 (1) ◽  
pp. 86-109 ◽  
Author(s):  
Chung-Lun Wei ◽  
Chien-Ta Ho
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Perceived Value ◽  
Theory And Practice ◽  
Future Research ◽  
Crucial Issue ◽  
Service Market ◽  
Perceived Service Quality ◽  
Quality Value ◽  
Is Outsourcing

With the advancement of technology, the utilization of information technology/information systems (IT/IS) is increasingly important in enhancing productivity. Thus, IT/IS outsourcing has become a crucial issue for companies. When faced with an unfamiliar outsourcing service market, and particularly when initially outsourcing, client companies experience uncertainty. Employing the signaling theory, the study proposes one intrinsic cue (competence) and one extrinsic cue (reputation) for outsourcing service providers to evaluate service quality, value, and the subsequent outsourcing intentions of clients. The results demonstrate that suppliers' competence and reputation are influential signals for perceived service quality, which in turn affects perceived value and outsourcing intentions. Moreover, suppliers' reputations are found to have a greater impact on perceived service quality than suppliers' competence; the latter has a direct effect on perceived value, while the former does not. The implications for theory and practice are also discussed, as are suggestions for future research.

Consumer perspectives about mobile banking adoption in India – a cluster analysis

2017 ◽  
Vol 35 (4) ◽  
pp. 616-636 ◽  
Author(s):  
Deepak Chawla ◽  
Himanshu Joshi
Keyword(s):  
Cluster Analysis ◽  
Factor Analysis ◽  
Service Providers ◽  
Internet Banking ◽  
Equation Modeling ◽  
Mobile Users ◽  
Future Research ◽  
Mobile Banking ◽  
Content Type ◽  
Indian Consumers

Purpose The purpose of this paper is to identify which factors influence mobile banking adoption and examine those factors for segmentation, using a sample of Indian consumers. Design/methodology/approach In total, 59 statements were identified based on a literature review, focus group discussions and personal interviews. Exploratory factor analysis was conducted to identify the relevant factors. An online survey of 367 mobile phone users in India was conducted. Confirmatory factor analysis was conducted using structural equation modeling. Appropriate statistical techniques (hierarchical cluster analysis, k-means cluster analysis) were used to segment the users. A profile of each segment was developed based on demographics, mobile banking services used, and attitude and intentions toward mobile banking. Further, a post hoc test was used to test the variation between the obtained clusters and user attitudes and intentions toward mobile banking. The demographic characteristics of users within each cluster were also examined. Findings Mobile users were segmented into three clusters based on their perceptions of various factors influencing mobile banking. These segments were labeled as technology adoption (TA) leaders, TA followers and TA laggards. The results show that both attitude and intentions toward mobile banking significantly differs across the three segments. In terms of relative positioning, TA leaders have the most favorable attitudes and intentions followed by TA followers, and TA laggards. Age was found to significantly influence TA and usage. Research limitations/implications The findings of the study are based on responses from young, educated and salaried Indian consumers from large metro cities. Therefore, it is important to include respondents from smaller cities and towns to be able to generalize the findings. The sample is skewed toward users having accounts with private banks and hence, a balanced representation of respondents from public and private sector banks would help in identifying gaps pertaining to each sector. In future research, attempting to compare the results with other developing and developed countries may be beneficial. Practical implications The results offer service providers better knowledge about typical mobile banking user segments, providing banks with ideas for customizing their services to meet customer expectations. Originality/value This paper provides insights into factors that influence mobile banking adoption in India, which has not been investigated. In contrast to earlier studies conducted on internet banking, this study attempts to examine the perceptions, attitudes and intentions of mobile users. Although traditional TA models and theories of technology diffusion have been used, this study attempts to tailor the model specifically for mobile banking.

scholarly journals Hospitality Students’ Perception of College Library Service Quality: Importance- Performance Analysis

2018 ◽  
Vol 38 (2) ◽  
pp. 125 ◽  
Author(s):  
Jyothi Mallya ◽  
Vidya Patwardhan
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Hospitality Management ◽  
Future Research ◽  
Hotel Management ◽  
Library Service ◽  
Hospitality Students ◽  
And Performance ◽  
Perceived Experiences ◽  
Management Students

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>The purpose of this research is to examine the perceived importance and perceived experiences of library service quality for hospitality management students. Also, an effort was made to identify the strengths and weaknesses of library service quality based on their perception of library services. The researchers have used LibQUAL+®, a popular tool that libraries use to assess the perception of library service quality over the years. Undergraduates and postgraduate’s students studying in one of the premier private hotel management institutes in India participated in </span><span>this study. The findings of the study suggest that library service providers need to understand the needs of students </span><span>and should have the inclination to help students in making the library a gateway for study, learning and research. The future research may include faculty members’ perception of importance and performance of library service quality. This type of survey can be repeated at regular intervals to distinguish the varying needs of library users. </span></p></div></div></div>

The effect of mindfulness on service encounter quality

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Emma Junhong Wang ◽  
Pierre R. Berthon ◽  
Nada Nasr Bechwati
Keyword(s):  
Service Quality ◽  
Emotional Labor ◽  
Service Providers ◽  
Field Studies ◽  
Service Encounter ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
State Mindfulness ◽  
Short Period

Purpose This paper aims to explore the effect of employees’ state mindfulness, a short period of mindful presence, on the quality of the service they provide in a service encounter. Design/methodology/approach Three studies are conducted. A pilot study explores the relationship between state mindfulness and service encounter quality. Experiment 1 examines whether a 15-min mindfulness exercise results in an increase in service employees’ state mindfulness. Experiment 2 tests whether induced state mindfulness produces higher service quality and whether a reminding technique can prolong state mindfulness between service encounters. Findings The results demonstrate the following. First, that more mindful employees provide better service quality. Second, that a short, easily implemented, mindfulness exercise can reliably increase employees’ state mindfulness. Third, induced mindfulness has an impact on subsequent service quality in terms of reliability, assurance, empathy and responsiveness. These effects persist regardless of the service encounter structure (high vs low structure) or the degree of emotional labor involved (high vs low emotionally charged). Finally, the reminding technique developed as part of this research suggests that state mindfulness can be maintained between service encounters. Research limitations/implications As simulated (programmed) customers are used, independent evaluators to assess service quality are used. Service providers in this study are college students; future field studies should consider a wider range of service providers. The research focuses on state mindfulness; exploration of trait mindfulness offers future research opportunities. Originality/value To the best of the authors’ knowledge, this research is the first to empirically examine the link between mindfulness and service quality. It shows that mindfulness can be induced, and through a reminding technique be maintained, and improve service quality across service interactions. This is a powerful finding for marketing managers, for it offers a new method to enhance service provision. Moreover, this research implies that the increase in service quality is likely to be accompanied by reduced job burnout: a double win for employees, employers and customers.

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