Customer care and service quality

2019 ◽  
pp. 437-446
Author(s):  
Michael J. Boella ◽  
Steven Goss-Turner
Keyword(s):  
Service Quality ◽  
Customer Care

THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)

1999 ◽  
Vol 5 (1-2) ◽  
pp. 145-160
Author(s):  
Ivanka Avelini Holjevac ◽  
Ana Marija Vrtodušić
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Systems ◽  
Business Success ◽  
Quality Management Systems ◽  
Customer Care ◽  
Hotel Performance ◽  
Effectiveness And Efficiency

Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.

Managing overall service quality in customer care centers

2005 ◽  
Vol 16 (2) ◽  
pp. 135-151 ◽  
Author(s):  
Roland Kantsperger ◽  
Werner H. Kunz
Keyword(s):  
Service Quality ◽  
Customer Care

scholarly journals A New Model for Defining the Criteria of Service Quality in Rail Transport: The Full Consistency Method Based on a Rough Power Heronian Aggregator

Symmetry ◽  
2019 ◽  
Vol 11 (8) ◽  
pp. 992 ◽  
Author(s):  
Đorđević ◽  
Stojić ◽  
Stević ◽  
Pamučar ◽  
Vulević ◽  
...  
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Rail Transport ◽  
Passenger Transport ◽  
Main Category ◽  
Persons With Disabilities ◽  
New Model ◽  
Customer Care ◽  
Consistency Method

The European standard on transport logistics and services in public passenger transport EN 13816 is based on a relationship between the perception of users and transport carriers throughout the groups of criteria taken as a basis for observation in this paper. The constant development and improvement of services in order to achieve sustainability of passenger transport is an imperative on the one hand and a challenge on the other. This is highly evident in persons with disabilities who are faced with many physical and social barriers related to access to rail transport. In this paper, a new model for the selection of criteria for the quality of passenger service in rail transport, from the perspective of persons with disabilities as the main category of passengers, has been created. The survey has covered 168 criteria classified in several groups and the entire territory of Serbia. In order to select the most important criteria, a new model that implies the integration of Full Consistency Method and a Rough Power Heronian aggregator has been developed. The development of a new aggregator enables more accurate decision-making in the process of group decision-making. The results obtained in this paper show that the most important criteria according to importance are Accessibility, Availability, Security, Time, Customer care, Information, Comfort, Environmental impact. Based on the criteria obtained for the service quality of rail transport for persons with disabilities, railway carriers will be able to change and improve the existing services, content, characteristics, equipment of railway stations and vehicles.

scholarly journals Service quality of the urban public transport companies and sustainable city logistics

2020 ◽  
Vol 10 (1) ◽  
pp. 86-97 ◽  
Author(s):  
Jan Chocholac ◽  
Dana Sommerauerova ◽  
Jaroslava Hyrslova ◽  
Tomas Kucera ◽  
Roman Hruska ◽  
...  
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Age Groups ◽  
City Logistics ◽  
Quality Factors ◽  
Primary Research ◽  
Sustainable City ◽  
Customer Care ◽  
Urban Public Transport

AbstractThe issue of sustainable city logistics has steadily been developed over the last decades. Urban public transport companies can make a significant contribution to the concept of sustainable city logistics. The customers’ perception and satisfaction regarding urban public transport companies can be associated with the increased use of their services. The preference for urban public transport reduces the use of individual car transport, which is linked to the environmental pillar of sustainability. For the customers, the level of the provided service is very important. The article is focused on the evaluation of the outcomes from the primary research concerning the service quality performed by the urban public transport companies in the Hradec-Pardubice residential agglomeration. The goal lies in identifying gaps in service quality. The method used in this article is representative primary research. The primary research was carried out in the form of structured personal interviews with a representative sample of respondents. Selected statistical methods were used to evaluate the data. The results are discussed in the context of published research studies. Research in this article found that respondents are more satisfied with the quality of services performed by the urban public transport companies, but the perception of individual service quality factors varies from one user group to another. The research also confirms a different perceptions regarding customer care and comfort by different age groups of respondents. The article implies that public transport companies should pay attention to setting fare prices for different groups of passengers.

scholarly journals Service quality and brand loyalty

2016 ◽  
Vol 28 (12) ◽  
pp. 2771-2794 ◽  
Author(s):  
Jane Hemsley-Brown ◽  
Ibrahim Alnawas
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Physical Environment ◽  
Mediation Effect ◽  
Content Type ◽  
Customer Care ◽  
Emotional Aspects ◽  
The Uk ◽  
Staff Behavior ◽  
Three Components

Purpose The purpose of this study is three-fold: first, to examine the extent to which service quality (SQ) affects the three components of emotional brand attachment (EBA) (brand passion, brand affection and self-brand connection); second, to investigate the extent to which these three components influence brand loyalty; and third, to test the mediation effect of the components of EBA on the SQ–loyalty relationship. Design/methodology/approach Survey data were collected from 355 respondents using an online panel in the UK. Smart PLS2.0 was used to analyze the data. Findings Three key findings emerge: first, compared to staff behavior, physical environment tends to have a stronger and more significant effect on the three elements of EBA. Second, brand passion and self-brand connection fully mediate the SQ–loyalty relationship, whereas brand affection partially mediates the same relationship. Finally, the SQ–EBA–loyalty relationship is significantly stronger for repeat visitors compared to first-time visitors. Practical implications Hotel brands need to design their facilities and décor and develop guest experiences based on symbolic values and deep emotional aspects. Offering employees customer care training and adopting a consumer-centric, relational, storytelling approach are particularly important to inspire and captivate hotels’ customers and to build and shape profound and enduring affective ties between the hotel brand and its customers. Originality/value The findings offer new insights through examining the symbolic consumption and emotional aspects of a guest’s hotel experience as mediators to the SQ–loyalty relationship. The findings also add to the growing body of knowledge of the antecedents of EBA through identifying physical environment and staff behavior as key determinants of EBA.

Retail service quality in India: construct exploration and measure development

2015 ◽  
Vol 4 (1) ◽  
pp. 129-148 ◽  
Author(s):  
Harsh V Verma ◽  
Ekta Duggal
Keyword(s):  
Service Quality ◽  
Exploratory Research ◽  
Component Structure ◽  
Content Type ◽  
Critical Dimensions ◽  
Customer Care ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Service Quality

Purpose – Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct of retail service quality in the Indian context, and identifies quality components as a precursor to developing a quality measure. Design/methodology/approach – Initially, the construct comprehension was done using exploratory research involving customer depth probes and juxtaposing it with the available literature. After defining the broad contours of retail service quality and surface considerations, the study attempted to discover retail service quality dimensions by factor analyzing the collected data. Findings – It was found that retail service quality construct is composed of seven critical dimensions – ambience and layout, salespeople, merchandise, convenience, services, prices and customer care. Research limitations/implications – The specific quality component structure found in this study highlights the need for managers to prioritise their retail operation and marketing efforts in sync with the uncovered quality dimensions. Originality/value – This paper explored the quality phenomenon in the Indian retail context using a bottom-up approach. This paper provides the much-needed insights to firms that are entering the Indian market on what the quality means and the components it is made up of.

scholarly journals Integrating Operations and Marketing in the Fast Food Delivery Industry

2016 ◽  
Vol 4 (2) ◽  
pp. 23-50
Author(s):  
Saad Shahid ◽  
Shamila Nabi Khan
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Fast Food ◽  
Direct Relationship ◽  
Consumer Attitudes ◽  
Food Delivery ◽  
Care Quality ◽  
Moderator Variables ◽  
Customer Care ◽  
The Relationship

The purpose of this study is to find out how marketing and operations integrate to provide high-quality fast food delivery service. Based on survey data for three different restaurants that offer a telephone ordering service, we analyze the degree and strength of integration between marketing and operations and the relationship with customer behavioral intention. The results show that telephone customer care quality has a direct relationship with product quality and service quality. Both product and service quality have a significant relationship with consumer behavioral intention. We develop a model that integrates marketing and operations with accessibility and consumer attitudes to telephone ordering as moderator variables. Finally, the study suggests that each sample restaurant has a different operational strategy and needs to focus on different business factors.

scholarly journals Effect of Relationship Marketing on Customer Retention in the Telecommunications Industry

2021 ◽  
Vol 4 (4) ◽  
pp. 68-81
Author(s):  
Glory S.E. ◽  
Idorenyin U.E. ◽  
Edim E.J. ◽  
Sarah E.
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Retention ◽  
Telecommunications Industry ◽  
Primary Data ◽  
Trust Building ◽  
Positive Effects ◽  
Phone Calls ◽  
Customer Care ◽  
Telecommunications Companies

This study centered on the effect of relationship marketing on customer retention in the telecommunications industry. It was conducted to assess the effects of customer care, communication, trust-building and service quality on customer retention in the telecommunications context. The study adopted survey research design. A structured questionnaire was used to obtain primary data from 198 customers of MTN Nigeria Plc and Globacom Nigeria Plc in Calabar. The data were analyzed and interpreted using descriptive statistics, while the hypotheses developed for the study were tested using multiple linear regression. Consequently, the findings of the study revealed that customer care, communication, trust building and service quality had significant positive effects on customer retention of telecommunication firms in Calabar. Therefore, the study recommended that: telecommunications companies should strengthen their customer care capability by using trained service professionals to elicit and promptly resolve customers enquiries and complaints; telecommunications companies should improve communications with customers by opening up more channels such as phone calls, direct messaging, social media and email through which information can be transmitted to subscribers to enhance informed patronage decisions; and it is imperative for telecommunications companies to consolidate customers’ trust in their delivery capabilities by demonstrating through effective service delivery that they are capable of satisfactorily meeting the service needs of subscribers.

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