Relationship between Service Quality Dimensions and its Impact on Patients’ Satisfaction: A Case Study of Jawaharlal Nehru Medical College

This study aimed to measure the gap between expectation service quality and perception service quality in the banks of Public sectors in Algeria. To attain the aim of this study a random sample of customers was chosen to conduct this study within. Data were collected from 251 customers of public banks sector using structured questionnaire, this questionnaire was designed and applied to measure expectations and perceptions of customers. For the purpose of this study, we use certain statistical analysis methods such as paired T-test, means, to test study’s hypothesis. The results of statistical analysis showed that there are significant statistical differences between the expectations and perceptions of the customers with respect to all service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy). Also results shows that there is a negative gap between the expectations and perceptions of the customers with respect to all service quality dimensions.

Download Full-text

Relationship Between Perception of Service Quality and Students’ Satisfaction – A Case Study of a Management School

Journal of Education and Research ◽

10.3126/jer.v6i2.22149 ◽

2018 ◽

Vol 6 (2) ◽

pp. 41-60

Author(s):

Rojan Baniya

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Business Administration ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Management School ◽

Management Students ◽

The Relationship ◽

Students Satisfaction

This study examines the relationship between service quality dimensions (SERVQUAL Model) and overall service quality and satisfaction of management students. Additionally, this study identifies critical factors amongst service quality dimensions that contribute most to students’ satisfaction. Furthermore, this study examines whether the relationship between overall service quality and student satisfaction is valid at both Bachelor in Business Administration (BBA) level and Master in Business Administration (MBA) level. Self-administered online surveys were conducted among the undergraduate and graduate students of a management school in Kathmandu to collect the data, which were analysed using correlations and regressions. Both ‘dimensions of service quality’ and ‘composite service quality construct’ had positive relationship with students’ satisfaction, such that at both graduate and undergraduate level, service quality is antecedent of students’ satisfaction. Among the dimensions of service quality, empathy and responsiveness were found to be significant predictors of service quality. The empirical results of this study attest to Parasuraman, Zeithaml, and Berry’s (1985) SERVQUAL. This study also provides a basis for further validation of relationship between service quality and student satisfaction in future. Finally, it suggests management schools to improve their service quality, and its various dimensions, leading to students’ satisfaction.

Download Full-text

Investigation of Relationship between Service Quality Dimensions and Customers' Satisfaction (Case study: Saderat Bank Branches in Tehran City, Iran)

Mediterranean Journal of Social Sciences ◽

10.5901/mjss.2014.v5n20p3116 ◽

2014 ◽

Author(s):

Somayeh Tavanazadeh

Keyword(s):

Service Quality ◽

Bank Branches ◽

Quality Dimensions ◽

Service Quality Dimensions

Download Full-text

A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry

International Journal of Services and Operations Management ◽

10.1504/ijsom.2012.047622 ◽

2012 ◽

Vol 12 (3) ◽

pp. 289 ◽

Cited By ~ 6

Author(s):

Hadi Shirouyehzad ◽

F. Hosseinzadeh Lotfi ◽

Arash Shahin ◽

Mir. B. Aryanezhad ◽

Reza Dabestani

Keyword(s):

Comparative Analysis ◽

Service Quality ◽

Hotel Industry ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Dea Approach

Download Full-text

A STUDY OF THE FACTORS LEADING TO THE DEVELOPMENT OF CUSTOMER SATISFACTION: A CASE STUDY OF A PRIVATE BANKING INSTITUTION IN MANDALAY, MYANMAR

International Journal of Economics Business and Accounting Research (IJEBAR) ◽

10.29040/ijebar.v4i01.766 ◽

2020 ◽

Vol 4 (01) ◽

Author(s):

Kyawt Shinn Thant Zin ◽

Komm Pechinthorn ◽

Marlon Rael Astillero ◽

Kitisak Tavisak ◽

Tony Somathih

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression Model ◽

Beta Coefficient ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Banking Institution ◽

Private Banking

Recently, the market of the banking industries is growing rapidly in Myanmar. Therefore, banks not only need to focus on attracting new customers but also on maintaining the existing customers by providing the exceptional quality of services in order to survive in extremely stiff competitive industry. This research is attempted to investigate the 5 determinants which lead to customer satisfaction to Ayeyarwaddy Bank (AYA) in Mandalay, Myanmar. The questionnaires were distributed to 200 people who have been experienced of using the service of the 2 branches of the AYA Bank in the same city. Single & multiple linear regression model were used in order to test the hypotheses to find out the beta coefficient and significant level. The finding is that all of the service quality dimensions such as reliability, responsiveness, assurance, empathy and tangibility are rejected and statistically influenced on the customer satisfaction. Keywords: service quality, customer satisfaction, commercial bank

Download Full-text

Revisit Intention to Hospital: Factors Unveiled From a Case Study of Balimed Hospital

Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management ◽

10.20473/jmtt.v10i3.3551 ◽

2017 ◽

Vol 10 (3) ◽

pp. 205

Author(s):

Harimukti Wandebori

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

Significant Relationship ◽

Private Hospital ◽

Revisit Intention ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Hospital Factors

This study aims to investigate the effect of Service Quality Dimensions on Customer Satisfaction, the effect of Customer Satisfaction towards Patient Revisit Intention and searching a significant relationship between variables within the biggest private hospital in Denpasar Bali, RS BaliMed. Improving Service Quality and establishing Customer Satisfaction within the hospital will increase the Patient Revisit Intention, our motive is to find out the truth regarding the statement for RS BaliMed. This study adopted several literatures for the Service Quality, Customer Satisfaction and Revisit Intention assessment. In this study, 100 respondents’ data were analyzed using PLS model and finds that Assurance and Empathy from Service Quality Dimensions have positive and significant influence toward Customer Satisfaction and also followed by the findings of Customer Satisfaction has positive and significant influence toward Revisit Intention. Interestingly this study also found that Reliability, Assurance and Empathy have indirect significant influence toward Revisit Intention which considered as unique findings.

Download Full-text