scholarly journals A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

2019 ◽  
Vol 10 (5) ◽  
pp. 387 ◽  
Author(s):  
Sheikh Muhammad Hizam ◽  
Waqas Ahmed
Keyword(s):  
Internet Of Things ◽  
Service Quality ◽  
Quality Model ◽  
Four Dimensions ◽  
Innovative Products ◽  
Conceptual Paper ◽  
And Performance ◽  
Comprehensive Framework ◽  
System Characteristics

Service quality possesses the vital prominence in usability of innovative products and services. As Technological innovation has made the life synchronized and effective, Internet of Things (IoT) is matter of discussion everywhere. From users’ perspective, IoT services are always embraced by various system characteristics of security and performance. A service quality model can better present the preference of such technology customers. The study intends to project theoretical model of service quality for Internet of Things (IoT). Based on the existing models of service quality and the literature on internet of things, a framework is proposed to conceptualize and measure service quality for internet of things. This study establishes the IoT-SERVQUAL model with four dimensions (i.e., Privacy, Functionality, Efficiency and Tangibility) of multiple service quality models. These dimensions are essential and inclined towards the users’ leaning of IoT services. This paper contributes to research on internet of things services by the development of a comprehensive framework for customers’ quality apprehensions. This model will previse the expression of information secrecy concerns of users related with Internet of Things (IoT). This research will advance understanding of service quality in modern day technology and assist firms to devise the fruitful services structure.

scholarly journals Exploring Service Quality in Islamic Banking Industry of Afghanistan: An Analysis of Customer Satisfaction

2020 ◽  
Vol 2 (2) ◽  
pp. 73-97
Author(s):  
Abdullah Zubair ◽  
Hamid Hasan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Three Dimensions ◽  
Islamic Banking ◽  
Four Dimensions ◽  
Study Results ◽  
Innovative Products ◽  
Corporate Social

Service quality is an essential organizational factor that has a positive relationship with customer satisfaction. Thus, in this paper, we measure the service quality of the Islamic banking industry of Afghanistan and customer satisfaction through the modified CARTER model. We collected data in Kabul province from customers of the following banks: Afghanistan International Bank (AIB), Afghan United Bank (AUB), Bank-e-Millie Afghan (BMA), Ghazanfar Bank (GB), and Islamic Bank of Afghanistan (IBA). In nutshell, our study results reveal that in the Islamic banking industry of Afghanistan out of seven dimensions of service quality only four dimensions are significant namely; compliance (COM), reliability, empathy (EMP), responsiveness (RES) while the other three dimensions namely; assurance (ASR), tangibles (TAN), and corporate social responsibility (CSR) are insignificant for the customers of Islamic banking in Afghanistan. Thus, our study suggests that the Islamic banking industry in Afghanistan needs improvement in innovative products and services with their pricing and designing policies. Similarly, the Islamic banking industry of Afghanistan needs to determine a fair profit ratio for bank management, making easy required conditions and terms in the agreement with customers, and taking a fair commission on services. This research will help the Islamic banking industry of Afghanistan to adjust and design truly their operational and managerial policies.

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽  
2021 ◽  
Vol 38 (4) ◽  
Author(s):  
Lesiba Stephen Ledwaba
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Public Libraries ◽  
Internet Access ◽  
Quality Model ◽  
Technical Problems ◽  
Internet Connectivity ◽  
Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

Users’ Satisfaction and Continuous to Use M-health Through Service Quality. The Moderate Effect of Monetary Cost (Preprint)

2021 ◽  
Author(s):  
Samer Al-Shami
Keyword(s):  
Service Quality ◽  
Mediating Effect ◽  
Intention To Use ◽  
Quality Model ◽  
Monetary Cost ◽  
Health Service Quality ◽  
Continuous Use ◽  
The Relationship ◽  
Positive Effect

BACKGROUND Recently, diabetes is a major issue of great concern to many health institutions worldwide. Yet, the application of m-health for diabetes yet to receive adequate attention, especially in developing countries. The Imperial College London Diabetes Centre, 2019 reported that over more than one million persons in the UAE are suffering from diabetes, placing the country at the 15th worldwide for age-adjusted relative pervasiveness. Motivated by the need to curb the increasing trend of diabetics among the people of UAE and realizing the potential of m-health, this paper examines the quality of service system on the continuous intention to use m-health among diabetes users’ in the UAE. This study is one of the few studies that contribute to the theoretical enrichment of information system (IS) success factors that examine the effective factors of quality system service on the satisfaction and continuous intention to use m-health among the diabetes patients in the UAE. Therefore, this paper extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region. OBJECTIVE The aim of this study to identify and examine the relationship between service system quality factors and diabetes satisfaction and continuous intention to use health. This study also aims to measure the moderating effect of monetary cost on the relationship between users' satisfaction and continuous intention to use. METHODS A cross-sectional survey was conducted involving 292 respondents have been conducted. Through a survey analyzed by SmartPls, we find that service quality systems driven by the quality of interaction, system, and information have a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. RESULTS Through a survey analyzed by SmartPls, we find that a service quality system driven by the quality of interaction, system, and information has a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. We also find that monetary cost moderates the relationship between users’ satisfaction and continue to use mhealth. CONCLUSIONS This study extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region.

Service Quality of E-Commerce for Global Consumers

2010 ◽  
pp. 40-64
Author(s):  
Mahmud Akhter Shareef ◽  
Yogesh K. Dwivedi ◽  
Michael D. Williams ◽  
Nitish Singh
Keyword(s):  
Service Quality ◽  
Cultural Diversity ◽  
Close Relation ◽  
Competitive Market ◽  
General Idea ◽  
Positive Perception ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
And Performance

Customers’ perception and expectation of service quality dimensions for any field, whereas it is traditional commerce or EC, has a close relation with adoption of that system, and is significantly depend on cultural diversity of the customers. Service quality of a business, in the present competitive market, plays a very sensitive role in positive perception of that business and thus acceptance, use, and adoption. Since EC is inherently global, global consumers’ perception of service quality, grounded on cultural and social diversity, is a potential criterion to be addressed and analyzed. This chapter of the book is designed to conceptualize some general idea about expectation and performance of different service quality attributes for B2C EC as revealed by different researchers.

scholarly journals Service Quality Based Analysis : Case of Housekeeping Attendant, Segara Village Hotel

2015 ◽  
Vol 1 (1) ◽  
pp. 7
Author(s):  
Ni Made Ayu Sulasmini ◽  
I Gede Gio Pana Saputra
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Quantitative Descriptive Analysis ◽  
Analysis Techniques ◽  
And Performance ◽  
Quantitative Descriptive ◽  
Level Of Importance ◽  
Scale Data

Quality of service is any activity carried out by the company or hotel in order to meet consumer expectations. The dimensions of the service quality are Tangible, Reliability, Responsiveness, Assurance and Empathy. Various efforts need to be considered by the hotel in order to satisfy the guests. So is the case with Segara Village Hotel which is a four-star hotel in Sanur. This study aims to determine the quality of service of room attendants at Segara Village Hotel, using the techniques of qualitative-quantitative descriptive analysis. Respondents in this study were guests at Segara Village Hotel as many as 50 people. Data obtained by questionnaires that measured using a Likert scale. Data were analyzed using analysis techniques and performance level of importance, and the Cartesian diagram. It was found that the factors are a top priority (considered important by guests, but the implementation is felt still less) is the appearance of room attendant, accuracy, reliability, timeliness in cleaning room, the provision of information to the guests, room attendant accuracy, and understanding of what is desired by guests.

scholarly journals SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR

2019 ◽  
Vol 1 (2) ◽  
pp. 21-39
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Komang Ary Pratiwi
Keyword(s):  
Service Quality ◽  
Measurement Techniques ◽  
Quality Measurement ◽  
Measurement Tool ◽  
Quality Model ◽  
The Past ◽  
Quality Literature ◽  
Effective Models ◽  
Important Measurement

Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus on service delivery. Measurement of service quality is now seen as an important measurement tool for companies to understand the needs and desires of customers by analyzing customer satisfaction and experience with the services provided. Although until now there has been no agreement on a particular model that should be used to measure service quality, the fact is there are several effective models that can be used by both practitioners and scholars that have been produced by researchers. Until now, researchers believe and agree that service quality is multilevel or multidimensional. This study focuses on various types of service quality models that existed until year of 2000. The methodology used is conducting a review of service quality literature. The limitation of this literature review is that the existing service quality model was developed before 2000 because after 2000 the development of quality services was focused on the quality of electronic services.

scholarly journals The process approach to service quality management

2018 ◽  
Vol 18 (18) ◽  
pp. 31-34 ◽  
Author(s):  
Kamila Kowalik ◽  
Dorota Klimecka-Tatar
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Process Management ◽  
Theoretical Framework ◽  
Process Approach ◽  
Service Process ◽  
Quality Model ◽  
Service Quality Management

Abstract In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.

scholarly journals Importance-Performance Analysis (IPA) of Service Quality for Virtual Reality Golf Center

2018 ◽  
Vol 10 (3) ◽  
pp. 30
Author(s):  
Jaeyoon Kwon ◽  
Taerin Chung
Keyword(s):  
Virtual Reality ◽  
Performance Analysis ◽  
Service Quality ◽  
Fourth Quadrant ◽  
Individual Interest ◽  
Service Employees ◽  
Voluntary Response ◽  
Adult Participants ◽  
And Performance

The purpose of this study was examine service quality of virtual reality golf center using Importance and Performance Analysis (IPA), from September to November 2017, adult participants who participated in virtual reality golf center in Korea were selected as subjects. The collected data were analyzed and interpreted using SPSS program, frequency analysis, exploratory factor analysis, reliability analysis, and Importance-Performance Analysis. The results of this study were as follows. First, quadrant 1 included six items: convenient facilities provide the latest equipment, customized response, understanding the needs of customer, interior atmosphere, and modernized facilities. Second, quadrant 2 included five items: kindness of employees, employees’ expertise, resolve immediately if a problem occurs, quickly respond to customer needs, and employee credibility. Third, quadrant 3 included six items: customer individual interest, notice of service, employees’ dress and appearance, employees’ positive attitude, provide voluntary help, and promised time and service. Fourth, quadrant 4 included 3 items: provide safe service, thinking in terms of customer, and voluntary response.

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