scholarly journals A factor analytical service quality measurement scale for supermarkets in South Africa

2014 ◽  
Vol 8 (2) ◽  
pp. 140-153 ◽  
Author(s):  
M Dhurup ◽  
PF Venter ◽  
A Oosthuyzen
Keyword(s):  
Service Quality ◽  
Research Study ◽  
Academic Research ◽  
Quality Measurement ◽  
Measurement Scale ◽  
Future Research ◽  
Physical Interaction ◽  
Quality Scale ◽  
Multiple Stages ◽  
Three Factor

The interest on quality issues have increased and attracted much attention in the last two decades. Limited academic research has been done in measuring service quality in a supermarket context. The research study attempts to clarify the conceptualisation and measurement of service quality within a supermarket environment. Multiple stages in the development of an instrument to measure supermarket service quality are explored. Exploratory factor analysis was undertaken to establish the dimensionality of the supermarket service quality scale. Several factor solutions were considered. A three-factor structure (atmospherics, physical interaction and shopping convenience) consisting of 24 items is proposed to capture the dimensions of service quality. The implications for future research are outlined.

Measuring hospital process service quality: emerging technologies’ challenge

2020 ◽  
Vol 12 (3) ◽  
pp. 319-336
Author(s):  
Min Zhang ◽  
Lu Wang ◽  
Ran Wang ◽  
Jingjing Xiong
Keyword(s):  
Service Quality ◽  
Reliability And Validity ◽  
Quality Measurement ◽  
Mobile Internet ◽  
Human Interaction ◽  
Internet Technology ◽  
Three Dimensions ◽  
Measurement Scale ◽  
Content Type ◽  
Quality Scale

Purpose In the mobile internet era, the path and mechanism of hospital patient-perceived quality have been changed radically. The purpose of this study is to develop a scale that adequately captures the characteristics of hospital service quality from the patient’s perspective under the background of the mobile internet. Design/methodology/approach Based on previous related research and interviews with focus groups, this paper conceptualized, constructed, refined and tested a multiple-item scale that examined key dimensions of hospital process service quality in the mobile context. To validate this scale, data were collected through two formal surveys in Chinese hospitals and were used to test the reliability and validity of the instrument. Findings The final measurement scale contains three dimensions, that is, environment conditions, attitude and behavior and technical convenience. With the help of this quality scale, hospital managers could have a better understanding of patients’ expectations under the new condition and pinpoint appropriate initiatives to fill the service gap. Originality/value This study focuses on service quality measurement issues related to the application of mobile internet technology in traditional clinical settings, such as hospitals. This paper develops an original and specific service quality scale that catches the online and offline characteristics of the hospital process in the mobile setting and considers both human-technology interaction and human-human interaction.

Online Retail Service Quality: Scale Development and Validation

2021 ◽  
pp. 097226292110112
Author(s):  
Biranchi Narayan Swar ◽  
Rajesh Panda
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Measurement Scale ◽  
Future Research ◽  
Market Place ◽  
Online Retail ◽  
Online Retailers ◽  
Retail Service ◽  
Retail Service Quality

The growth of online retailing has created an opportunity to create a scale specifically for online retail services. At the same time, the increasing rate of internet penetration in India coupled with electronic banking and wallets has formed new market place for many online retailers. In this context, to gain competitive advantage, the online retailers should provide better service quality. Thus, the present research tries to know the various constructs of retail service quality (RSQ) in online format and develop a measurement scale. The study has borrowed the constructs from ‘Retail Service Quality’ (RSQ) and ‘Technology Acceptance Model’ (TAM). For this purpose, we collected data from 600 respondents. The scale has been confirmed and validated by using CFA. The study confirmed that online RSQ (ORSQ) scale consists of four constructs: ‘Ease of Use’, ‘Problem Solving’, ‘Policy’ and ‘Reliability’ with 18 variables. The article has concluded and validated a scale for ORSQ which can help the online retailers to design their service offering. The implications of the ORSQ scale for practitioners, as well as for future research, are discussed in this article.

Airport service quality dimension and measurement: a systematic literature review and future research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Agus Usman ◽  
Yudi Azis ◽  
Budi Harsanto ◽  
Anton Mulyono Azis
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Quality Measurement ◽  
Research Direction ◽  
Future Research ◽  
Content Type ◽  
Publish Or Perish ◽  
Future Research Agenda ◽  
Passenger Satisfaction

PurposeThe purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.Design/methodology/approachA systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.FindingsDimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.Research limitations/implicationsThis paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.Originality/valueThis paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

An improved service quality measurement model for soundscape assessment in urban public open spaces

2020 ◽  
pp. 1420326X2092552
Author(s):  
Rui Li ◽  
Dayi Ou ◽  
Sensen Pan
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Academic Research ◽  
Quality Measurement ◽  
Measurement Model ◽  
Open Spaces ◽  
Practical Applications ◽  
Comprehensive Information ◽  
S Model ◽  
Public Open Spaces

The well-known service quality measurement (SQM) models, Importance-Satisfaction (I-S) model and Improvement index (Ii) model, have been recently proved useful in the analysis of soundscape quality. By combining the concepts of soundscape and quality management, this paper proposes an improved SQM model for soundscape assessment in urban public open spaces. Instead of using the I-S model, the Preference-Satisfaction (P-S) model was developed for soundscape quality evaluation, which can simultaneously assess the importance, satisfaction and improvement direction of soundscape elements and provide more accurate and comprehensive information for guiding the soundscape management and improvement. The proposed methods were subsequently applied to case studies in eight ordinary urban public open spaces in Fujian Province, China, and provided detailed information about the soundscape quality of these surveyed open spaces as well as their improvement strategies. The results have demonstrated the practicality and effectiveness of the proposed method. To the authors' knowledge, practical applications of quality management methods (or its variations) to urban soundscape study are still limited in the literature; therefore, the proposed method and findings of the current study could be valuable for both practical soundscape design and academic research.

scholarly journals Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan

2017 ◽  
Vol 54 ◽  
pp. 004695801771466 ◽  
Author(s):  
Muhammad Shafiq ◽  
Muhammad Azhar Naeem ◽  
Zartasha Munawar ◽  
Iram Fatima
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Quality Measurement ◽  
Decision Makers ◽  
Measurement Scale ◽  
Equation Modeling ◽  
Hospital Administrators ◽  
Asian Context ◽  
Substantial Change ◽  
Scale Data

Hospitals vary from one another in terms of their specialty, services offered, and resource availability. Their services are widely measured with scales that gauge patients’ perspective. Therefore, there is a need for research to develop a scale that measures hospital service quality in Asian hospitals, regardless of their nature or ownership. To address this research need, this study adapted the SERVQUAL instrument to develop a service quality measurement scale. Data were collected from inpatients and outpatients at 9 different hospitals, and the scale was developed using structural equation modeling. The developed scale was then validated by identifying service quality gaps and ranking the areas that require managerial effort. The findings indicated that all 5 dimensions of SERVQUAL are valid in Asian countries such as Pakistan, with 13 items retained. Reliability, tangibility, responsiveness, empathy, and assurance were ranked first, second, third, fourth, and fifth, respectively, in terms of the size of the quality gap. The gaps were statistically significant, with values ≤.05; therefore, hospital administrators must focus on each of these areas. By focusing on the identified areas of improvement, health care authorities, managers, practitioners, and decision makers can bring substantial change within hospitals.

Festperf: A Service Quality Measurement Scale for Festivals

2010 ◽  
Vol 14 (1) ◽  
pp. 69-82 ◽  
Author(s):  
Aaron Tkaczynski ◽  
Robin Stokes
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Measurement Scale

Developing an Economy-Hotel Service Quality Scale in a Non-smoking Environment

2021 ◽  
Vol 7 (5) ◽  
pp. 2726-2741
Author(s):  
Chih-Hung Pai ◽  
Chin-Hua Yu ◽  
Yunfeng Shang
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Quality Measurement ◽  
Business Travelers ◽  
International Tourist ◽  
Quality Scale ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Economy Hotel

Objectives: Sustainability of the non-smoking environments remain a challenge, as the effect declines over time due to inadequate regulations and incomplete law enforcement. The hotel industry is even more obliged to promote non-smoking environment policies. Numerous studies have explored the dimensions of hotel service quality; however, most of them have been conducted for international tourist hotels. Studies on the service quality of economy-hotel are scarce. The present study developed a reliable and valid scale for measuring service quality for business travelers. The components of the economy-hotel service quality (EHSQ) scale were reconstructed according to theoretical definitions and a literature review, in which the variables representing EHSQ characteristics were adopted. This study administered a survey among hotel business travelers to ensure the validity of this scale, which yielded 472 valid responses. Following factor analysis, item-to-response, and correlation analysis, 5 dimensions with 24 items were extracted, namely reliability, facility, empathy, pleasantness, and rooms and dining. In conclusion, this developed scale is a valid service quality measurement in the economy-hotel industry. Finally, economy-hotels are very competitive in providing better service quality and a non-smoking environment.

scholarly journals MBA education quality, satisfaction and loyalty of students

2013 ◽  
Vol 16 (3) ◽  
pp. 65-76
Author(s):  
Tho Xuan Nguyen ◽  
Lan Huynh Phuong Nguyen
Keyword(s):  
Quality Measurement ◽  
Perceived Quality ◽  
Education Quality ◽  
Measurement Scale ◽  
Future Research ◽  
Public And Private ◽  
Mba Students ◽  
Mba Program ◽  
Perceived Quality Of Life

The purpose of this study is to test the education quality measurement scale of Master of Business Administration (MBA) program in Vietnam and to explore the relationships between the education quality, satisfaction and loyalty of MBA students. CFA results (sample size: 307) indicate that MBA program’s education quality measurement scale includes five components: (1) Perceived program quality, (2) Perceived quality of life, (3) Perceived quality of lecturing faculty, (4) Perceived quality of academic facilities, and (5) Perceived quality of outcome. SEM results also indicate that education quality and image are important factors that make students satisfied and loyal to a MBA program. In addition, factors as university form (public and private) do not alter the above relationships. Implications for managers and directions for future research are also discussed.

Measuring service quality in pharmaceutical supply chain – distributor’s perspective

2016 ◽  
Vol 10 (3) ◽  
pp. 258-284 ◽  
Author(s):  
Uma Maheswari Devi Parmata ◽  
Sankara Rao B. ◽  
Rajashekhar B.
Keyword(s):  
Factor Analysis ◽  
Supply Chain ◽  
Service Quality ◽  
Reliability And Validity ◽  
Quality Measurement ◽  
Measurement Scale ◽  
Pharmaceutical Supply Chain ◽  
Content Type ◽  
Perceived Service Quality ◽  
Four Dimensions

Purpose The aim of this paper is to contribute to the services marketing literature by developing a scale based on Parasuraman’s SERVQUAL scale for the measurement of distributor perceived service quality at the distributor–manufacturer interface of the pharmaceutical supply chain. Design/methodology/approach Based on a literature review and discussions with experts, a questionnaire was designed basing on the widely used service quality measurement scale (SERVQUAL). Personal survey was conducted among selected distributors spread over three major cities of the Indian pharmaceutical market. The study used the exploratory factor analysis to identify the critical factors of service quality followed by the confirmatory factor analysis (AMOS 20). Findings A valid scale with four dimensions – (reliability, assurance, responsiveness and communication) and 13 items for measuring the distributor perceived service quality was developed which also satisfied all the reliability and validity tests. The findings of the present study indicate that distributor perceived service quality has an effect on satisfaction. Practical implications The proposed scale is an attempt to explore the less researched area. This study will give further insights to researchers to measure service quality at different phases of the pharmaceutical supply chain. The study is limited to three cities; it can be extended to other regions of the country. This study will be helpful to the practicing managers to measure the service quality and improve the performance in the pharmaceutical supply chain. Social implications Service quality in pharmaceutical supply chain is very important, as it directly effects the health of the people, so the proposed scale can be used to control the quality of service. Originality/value The scale developed in this study can also be used for measuring distributor perceived service quality in other manufacturing sectors. This research provides direction and scope for further research to develop new concepts and models in measuring service quality in the supply chain.

scholarly journals A New Measure of the Quality of Tourism Product

2018 ◽  
Vol 9 (17) ◽  
Author(s):  
Maria do Rosário Campos Mira ◽  
Andreia Filipa Antunes Moura ◽  
Lisete dos Santos Mendes Mónico
Keyword(s):  
Quality Measurement ◽  
Future Research ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Tourism Product ◽  
Quality Scale ◽  
Confirmatory Factor ◽  
Practical Implications

Tourism product competitiveness depends on innovation and quality levels and on its capacity to reflect the destinations’ identity. For these reasons and inspired by the EC and UNWTO recommendations we developed a tourism quality scale, adapted to the Portuguese reality, which is supported by 5 subscales. This paper focuses on the validation of the tourism product subscale, which was tested among local public stakeholders, specifically Portuguese municipalities. Exploratory and confirmatory factor analyses were performed and three factors supported quality measurement regarding the tourism product: (1) services; (2) resources and attractions; and (3) accessibilities and infrastructures. Results demonstrate there are theoretical and practical implications and the conclusions provide useful insights for future research.  

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