scholarly journals An empirical assessment of the extended service quality model

1997 ◽  
Vol 28 (2) ◽  
pp. 42-52
Author(s):  
Deon Nel ◽  
Christo Boshoff ◽  
Gerhard Mels
Keyword(s):  
Service Quality ◽  
Latent Variables ◽  
Structural Equation ◽  
Discriminant Validity ◽  
Quality Model ◽  
Effective Response ◽  
Empirical Assessment ◽  
The United Kingdom ◽  
Measurement Framework ◽  
Extended Service

The purpose of this article is to conduct an empirical assessment of the extended service quality model proposed by Zeithaml, Berry Parasuraman. The article provides a brief review of the gap concept as a measurement framework for service quality issues. This is followed by a description of the relationships in the extended service quality model and how it can be tested. The assessment consists of three steps. First, the internal consistency and the discriminant validity of the scales used to measure the latent variables of the extended service quality model are investigated. Based on these results an amended service quality model is fitted to the data. Finally, a revised structure for a more appropriate service quality model is suggested based on a structural equation assessment of an amended service quality model. The questionnaire was mailed to a total of 10 000 customers of a large national electricity utility in the United Kingdom. The total was divided into 5 000 each for business and domestic customers, which was again subdivided into 2 500 active users and 2 500 inactive users of the company's services. After elimination of incomplete questionnaires, a total of 1 860 questionnaires were used in the analysis, an effective response rate of 18.6%. The empirical results reported in this study suggest that considerable research is still required to enhance our understanding of the factors influencing service quality. Three concerns are the improvement of the psychometric capabilities of the scales used in this study, the search for unspecified constructs and antecedents which may influence individual gaps, and the unbundling of the internal gaps.

scholarly journals Reconceptualizing the Hierarchical Service Quality Model: The Case of Agritourism Events

2020 ◽  
Vol 24 (2) ◽  
pp. 389-407
Author(s):  
Liang Rebecca Tang ◽  
Jessica Hurst ◽  
Linda Niehm ◽  
Ann Marie Fiore ◽  
Amy Dorie ◽  
...  
Keyword(s):  
Rural Communities ◽  
Service Quality ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Outcome Quality ◽  
Experience Economy ◽  
Quality Model ◽  
Revisit Intentions

To enhance the success of agritourism events and festivals, identified as important contributors to economic development in rural communities, this study investigated factors leading to revisit intentions toward these tourism activities. Taking an experience economy approach, the 4Es (educational, entertainment, escapist, and esthetic experiences) were used as alternative measures of outcome quality as part of a 4E-based reconceptualized hierarchical service quality model (HSQM). Data were collected from 529 respondents at three agritourism events in the state of Iowa. Structural equation modeling (SEM) revealed that overall service quality was comprised of all three dimensions of HSQM (interaction quality, physical environment quality, and outcome quality as indicated by the 4Es) and overall service quality was shown to be an antecedent of visitor satisfaction, which consequently led to revisit intention. Additionally, SEM results demonstrated the suitability of the hypothesized 4E-based HSQM model to explain the variance in overall service quality at agritourism events. Thus, this study provides an innovative theoretical foundation for future research investigating service quality, and suggests strategies that marketers can use to effectively enhance experiential offerings for visitors at agritourism events.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

Assessing international students' satisfaction of a Jordanian university using the service quality model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Rasha Qawasmeh
Keyword(s):  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Strong Relationship ◽  
Equation Modeling ◽  
Quality Model ◽  
Content Type ◽  
Five Dimensions ◽  
Practical Implications

PurposeEducation plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.Design/methodology/approachTo achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.FindingsConsistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.Practical implicationsPractical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.Originality/valueThis study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

A structural equation model of effective variables on service quality in capital industrial goods sector

2014 ◽  
Vol 6 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Seyed Hamid Reza Ghasemian ◽  
Naser Azad ◽  
Hamid Seyedaliakbar
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Quality Model ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

scholarly journals Study of the public service satisfaction degree in China city

2021 ◽  
Vol 236 ◽  
pp. 03024
Author(s):  
Chen Fan ◽  
Wang Shengjin
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Latent Variables ◽  
Structural Equation ◽  
Service Satisfaction ◽  
The Public ◽  
Satisfaction Index ◽  
Index Model ◽  
Satisfaction Degree

The measurement of public service satisfaction involves many latent variables and the validation of a causal model, and the application of structural equation modelling can effectively solve these problems. This study constructs a customer satisfaction index model for measuring the satisfaction degree of public service in China City. The main factors and its loading coefficients of affecting the public service quality of China City are verified; what’s more, the suggestions on improving the satisfaction degree of public service quality are proposed.

scholarly journals Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality

2019 ◽  
Vol 15 (2) ◽  
pp. 42-57
Author(s):  
Amandeep Kaur ◽  
Garima Malik
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Structural Equation ◽  
Web Design ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Quality Model ◽  
Electronic Service

This study conceptualizes and tests an integrative research model based on extended technology acceptance model (TAM) by integrating electronic service quality to strengthen the customer behavioral intention mediated through brand attitude in the context of e-banking in India. This study applies the cognitive, affective, and conative sequence to measure the antecedents and results of electronic service quality. The study has gathered a total of 455 usable responses by self-administered questionnaire through convenience sampling from young employed graduates aged between 16 and 29 years. Structural equation modelling techniques have been applied to the data and the results have provided that dimensions of electronic service quality model (customer service, web design, assurance, preferential treatment, information provision) relate to the electronic service quality. Electronic service quality and perceived usefulness significantly build customer attitude and intention to use internet banking services. However, against the TAM postulation, perceived ease of use does not influence customer’s intention to adopt internet banking service.

Development and Testing of an Education Service Quality Model [Abstract]

10.28945/4781 ◽  
2021 ◽  
Author(s):  
William D Senn ◽  
Gayle Prybutok ◽  
Kittipong Boonme ◽  
Victor R. Prybutok
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Latent Variables ◽  
Structural Equation ◽  
Future Research ◽  
Effective Manner ◽  
Education Service ◽  
Auxiliary Services

Aim/Purpose: This study builds upon theory to develop and test a parsimonious model of service quality importance, the Higher Education Service Quality Importance (HESQI) Model, for use in standardized, frequent surveys of student satisfaction in higher education service delivery. Background: Educational institutions operating in the higher education marketplace are facing increased competition for students. In order to be competitive in terms of the student services provided, these institutions need a method to evaluate and measure, on a frequent and recurring basis, the quality and performance of their services. Methodology: A survey was developed and administered to a stratified random sample of 1,400 students at a large public university in the southwestern United States. The 56% response rate was comprised of 790 total respondents. Partial least squares structural equation modelling (PLS-SEM) was used to analyze model constructs and latent variables. Reliability, validity, non-response bias, and common method bias were assessed as part of the research. Contribution: The HESQI is a compact, parsimonious instrument that can be administered in a cost-effective manner for faster, point-in-time checks of student satisfaction with less survey fatigue than larger instruments. Findings Service quality is significantly correlated with student satisfaction. The developed model is capable of explaining nearly 70% of the variance in student perceptions of satisfaction. Recommendations for Practitioners: The developed HESQI instrument addresses the need for a quick and easy measurement instrument to assess student satisfaction in higher education institutions. The HESQI instrument simplifies data collection and analysis and can be used on a frequent and ongoing basis to gain rapid insight into service and quality issues affecting students. Recommendations for Researchers: The development of the HESQI provides an instrument that researchers can use to study the delivery of auxiliary services in higher education. In addition, the methodology used has implications for how to develop and test other parsimonious instrument for use in other contexts. Impact on Society: Higher education is of critical value to societal mobility. As such providing a better experience for those who seek education is important and services are an important part of that experience. The HESQI has an important role in helping to improve that experience because it allows measuring the satisfaction with changes that are made to improve auxiliary services which are important to the overall environment and experience. Future Research: Future research may be carried out to further validate and confirm the research findings and use it in other environments. Also, research may consider a single item instrument in similar environments.

The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abdullah Alkraiji ◽  
Nisreen Ameen
Keyword(s):  
Saudi Arabia ◽  
Service Quality ◽  
Structural Equation ◽  
Trust In Government ◽  
Ministry Of Education ◽  
Quality Model ◽  
Content Type ◽  
Citizen Satisfaction ◽  
Government Services ◽  
The Impact

PurposeThis study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.Design/methodology/approachThe data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.FindingsThe key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.Originality/valueThis study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Investigating the Motives of Customers' Continuance Intentions towards Online Reservation

2016 ◽  
pp. 1509-1533
Author(s):  
Samar Mouakket
Keyword(s):  
Service Quality ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Modeling ◽  
Future Research ◽  
Quality Model ◽  
Utilitarian Value ◽  
Quality Dimensions ◽  
Online Reservation

Despite the growth in online reservation in recent years, research surrounding customer continuance intentions regarding this service remains insufficient. This research attempts to fill this gap by integrating the e-service quality model with the expectation–confirmation model (ECM) to measure continuance intentions regarding online reservation. Data was collected from a survey of users who have prior online reservation experience at two universities in the United Arab Emirates. Statistical analysis was performed to test the relationships among the different research variables using structural equation modeling (SEM). The results show that all the e-service quality dimensions proposed in this study significantly affect utilitarian value, with the exception of e-service quality related to responsiveness. Furthermore, utilitarian values positively influence hedonic values and both utilitarian and hedonic values have a positive influence on satisfaction. Finally both subjective norms and satisfaction are significantly associated with continuance intentions regarding online reservation. Implications of the study and directions for future research are provided.

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