scholarly journals Measuring business schools’ service quality in an emerging market using an extended SERVQUAL instrument

2016 ◽  
Vol 47 (1) ◽  
pp. 61-74 ◽  
Author(s):  
E. R. Mbise ◽  
R. S.J. Tuninga
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Market Economy ◽  
Business Schools ◽  
Emerging Market ◽  
Student Experiences ◽  
Level Of Service ◽  
Improve Quality ◽  
Four Dimensions ◽  
Scarce Resources

An extended SERVQUAL instrument is developed, validated and used to measure perceived service quality delivered to students by business schools in an emerging market economy. A longitudinal survey is conducted with selected students in their final year of study from two business schools in an emerging market economy. The use of the extended SERVQUAL model is suggested to monitor student/employee expectations and perceptions during and after the education service delivery process. Students attach different weights to the service quality dimensions. A new Process Outcome dimension is found to substantially add to the SERVQUAL model and is more important than the other dimensions. The validity of the extended SERVQUAL model for practical use is α >0.95. Prediction of the level of service quality delivered, using four dimensions, indicates that the level of service quality is explained mostly by Process Outcome and Tangibles dimensions. It is suggested that using the extended SERVQUAL model as a tool can enable managers of business schools to identify the factors on which students/employees base their quality assessment of the education services they receive. Knowledge of these factors will enable managers in emerging economies to periodically assess, sustain and improve quality of the whole service delivery process. Priorities can be set to allocate scarce resources properly to make effective investment decisions to improve quality per school and in higher education, in general. The paper further suggests that regulatory bodies make use of this model when comparing performance of business schools, focusing on student experiences as a supplement to the traditional performance measures.

Identification of Service Quality Dimensions among International Postgraduate Students

2013 ◽  
Vol 64 (3) ◽  
Author(s):  
Amir Parnian ◽  
Narges Hosseini ◽  
Wong Shwu Fen
Keyword(s):  
Factor Analysis ◽  
Pilot Study ◽  
Service Quality ◽  
T Test ◽  
Level Of Service ◽  
Postgraduate Students ◽  
Perceived Service Quality ◽  
Four Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This article represents the differences between expectations and perceptions of service quality among international postgraduate students in UTM by calculating the gap scores in SERVQUAL scale. In addition, this article indicates the service quality dimensions which are evident among these students by using all calculated gap scores in factor analysis. Also, one sample t-test was conducted to find the level of service quality from the perspective of the participants. This study used a modified service quality (SERVQUAL) instrument which was validated by a pilot study and distributed to 353 of international postgraduate students in UTM who were selected by stratified sampling to reach to its results. The results demonstrate the negative gap scores among all 22 items of SERVQUAL scale and it shows that the students’ expectations of service quality are more than their perceived service quality in this university. Additionally, four dimensions, namely tangible, consistency, assurance and compassion, were identified in the SERVQUAL scale. Finally, the low level of service quality is demonstrated from the perspective of international postgraduate students in UTM.

scholarly journals Service Delivery and Performance of Kenya Commercial Bank Limited: A Critical Review of Literature

2019 ◽  
Vol 3 (II) ◽  
pp. 71-82
Author(s):  
Francis Chesaina ◽  
Esther Gitonga
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Commercial Bank ◽  
Business Environment ◽  
Model Systems ◽  
Level Of Service ◽  
Organization Performance ◽  
Business World ◽  
Creative Commons ◽  
And Performance

The overall goal of any business entity is to have the needs of customers satisfied. In the business world customers are the source of profit and revenue for the service organizations and improvements in service delivery leads to customer loyalty. Rapid developments in the business environment such as globalization have made organizations to adopt a spirit of completion and innovation so as to be able to meet the equally changing customer needs and expectations. In order to compete effectively, it has become essential for businesses to constantly improve on the quality of their products and services by marketing, product differentiation and cost reduction. The changes in the environment is forcing organizations to move from a retail model that emphasizes transaction processing and operational capabilities to one that focuses more effectively on the needs of customers, recognizing that they often vary across segments. In a move to optimize services and diminish costs, banks are regularly migrating towards a twenty four hour service where clients are enjoying the superior sense of independence that this creates. This study seeks to establish the effect of service delivery on performance of Kenya Commercial Bank Limited, Kenya. The review is based on SERVQUAL model Systems, Modelling Theory, Gaps Model of Service Quality and Theory of Performance. The literature reviewed indicates that service delivery by Kenya Commercial Bank improves organization performance. However, the specific service delivery channels and tools are noted to differ from one organization to the next. The level of service delivery will also be different and expected to influence organization performance. This is in line with SERVQUAL that requires assessing level and type of service delivery would lead to higher customer satisfaction and thus organization performance. The level of service quality in term of reliability, assurance, tangibles, empathy and responsiveness are crucial to be studied. This review therefore recommends for an empirical study to assess how service delivery affects performance at KCB. KCB management is also recommended to put in place mechanisms of ensuring sustained service delivery and thus maintain above competition organization performance. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

Optimizing the level of service quality of a bike-sharing system

Omega ◽  
2016 ◽  
Vol 62 ◽  
pp. 163-175 ◽  
Author(s):  
Ramon Alvarez-Valdes ◽  
Jose M. Belenguer ◽  
Enrique Benavent ◽  
Jose D. Bermudez ◽  
Facundo Muñoz ◽  
...  
Keyword(s):  
Service Quality ◽  
Level Of Service ◽  
Bike Sharing

scholarly journals Rewards: A predictor of well-being and service quality of school principals in the North-West province

2016 ◽  
Vol 15 ◽  
Author(s):  
Kamohelo Nthebe ◽  
Nicolene Barkhuizen ◽  
Nico Schutte
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Work Engagement ◽  
School Principals ◽  
Well Being ◽  
North West ◽  
The North ◽  
Total Rewards ◽  
North West Province

Orientation: School principals have an important role to play in the quality of service delivery in schools. Evidence suggests that school principals are generally poorly compensated, which has an adverse impact on their well-being and subsequent service quality orientation.Research purpose: This study investigated whether rewards are a predictor of well-being and service orientation of school principals in the North-West province.Motivation for the study: Effective school principals are fundamental to the success of any school, which necessitates the establishment of an effective reward and remuneration system.Research design, approach and method: Quantitative research was carried out among school principals (N = 155) in four districts of the North-West province. The Total Rewards Scale, Maslach’s Burnout Inventory – General Survey, the Utrecht Work Engagement Scale and the SERVQUAL measure were administered among the principals.Main findings: The results showed that rewards are a significant predictor of the well-being and service quality of school principals. The results further showed that burnout significantly reduces the service quality of school principals. No significant relationships were found between work engagement and the service quality of school principals.Practical/managerial implications: An effective total rewards system enhances the well-being of school principals and, subsequently, their willingness and commitment to delivering quality services.Contribution: The results of this study point out some key elements that need to be considered by the Department of Education to enable quality service delivery in South African schools.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

Sign in / Sign up

Export Citation Format

Share Document