An Empirical Assessment Of Comparative Approaches To Service Quality Measurement
DOWNLOAD
Download An Empirical Assessment Of Comparative Approaches To Service Quality Measurement PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get An Empirical Assessment Of Comparative Approaches To Service Quality Measurement book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
An Empirical Assessment Of Comparative Approaches To Service Quality Measurement
DOWNLOAD
Author : Avinandan Mukherjee
language : en
Publisher:
Release Date : 2012
An Empirical Assessment Of Comparative Approaches To Service Quality Measurement written by Avinandan Mukherjee and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with categories.
Purpose - The purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function. Aims to argue for the use of TOPSIS from decision sciences, and Loss function from operations research and engineering, as alternative approaches to the gap model. Design/methodology/approach - The empirical evidence is provided by large sample consumer data on the service quality for leading Indian commercial banks. The service quality evaluations obtained from these three distinct methods are compared and tested for their mutual agreement. Findings - Findings show that the rankings obtained from different methods are statistically in agreement, suggesting that the alternative approaches can provide equally good measurement of service quality. But they should not be used in an interchangeable manner. Research/limitations/implications - Research shows that a single measure of overall service quality based on gap model is over-simplistic. It would be more useful to explore a richer profile of customer service quality provided by different measurement approaches. Each methodology has its own advantages and disadvantages, and should be used based on its suitability for a particular application. Practical implications - This research offers profound practical implications. It offers managers with a framework of service quality improvement that measures service quality gaps, selects an optimal combination of attribute levels to deliver customer satisfaction, and focuses on reducing the future loss caused by poor quality. Originality/value - Extant marketing literature is replete with gap model applications for measuring service quality. Drawing from interdisciplinary literature, alternatives are provided to the traditional gap model, which show equally good measurement with greater suitability of application under certain conditions.
Comparative Study Of Service Quality Metrics An Empirical Study In The Service Sector
DOWNLOAD
Author : Lewlyn L. R. Rodrigues
language : en
Publisher: GRIN Verlag
Release Date : 2012-11-28
Comparative Study Of Service Quality Metrics An Empirical Study In The Service Sector written by Lewlyn L. R. Rodrigues and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-28 with Business & Economics categories.
Master's Thesis from the year 2009 in the subject Business economics - Offline Marketing and Online Marketing, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA , language: English, abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identified in this research is: do these two metrics concur in their results, or is there a significant difference in their outcomes as applicable to a given service sector. The study also extends to the correlation between the outcomes of these two metrics and looking into the possibility of drawing implications based on the combined outcome. The research is partly qualitative and partly quantitative in nature. Qualitative in the sense that it analyses existing metrics of service quality based on meta-analysis and, through the use of secondary data, discusses the relative importance of both the metrics in service sectors. The research becomes quantitative, as it deals with descriptive statistics and tests various hypotheses using standard statistical tools. Keviat diagrams have been used to identify the service quality gaps. The research has clearly indicated that there is a significant difference in the outcomes of SERVQUAL and SERVPERF metrics. The reliability of the study was 0.8815, which is at adequately acceptable level. Tangibles and Reliability are highly scored, and Empathy and Assurance are least scored, whereas, Responsiveness is moderately scored Service quality dimension. It can be concluded that if meaningful outcome has to be obtained, both these metrics have to be applied to a service sector and based on the combined inference drawn, suggestions should be made for quality enhancement.
Service Quality Measurement Issues And Perspectives
DOWNLOAD
Author : Lewlyn L. R. Rodrigues
language : en
Publisher: Anchor Academic Publishing (aap_verlag)
Release Date : 2013-06-01
Service Quality Measurement Issues And Perspectives written by Lewlyn L. R. Rodrigues and has been published by Anchor Academic Publishing (aap_verlag) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-06-01 with Business & Economics categories.
This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]
Measuring Service Performance
DOWNLOAD
Author : Ralf Lisch
language : en
Publisher: Routledge
Release Date : 2016-05-06
Measuring Service Performance written by Ralf Lisch and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-06 with Business & Economics categories.
In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.
An Empirical Evaluation Of Alternative Scales To Measure Service Quality And Assessment Of Service Quality Dimensions
DOWNLOAD
Author : Rajesh Jayprakash Bhatt
language : en
Publisher:
Release Date : 2013
An Empirical Evaluation Of Alternative Scales To Measure Service Quality And Assessment Of Service Quality Dimensions written by Rajesh Jayprakash Bhatt and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
In service quality measurement, disconfirmation-based scale SERVQUAL and performance only scale SERVPERF are being advocated as being the two widely applied service quality measurement scales. There have been historical arguments about comparative appropriateness of SERVQUAL and SERVPERF. Since focus of past studies has been more on methodological and diagnostic power of the scales in developed countries -- this study represents an effort towards evaluating the two scales for banking industry in the context of a developing Country -- India and particularly Gujarat state. The two alternative scales were compared in terms of reliability, validity, predictive ability to explain variation in overall service quality, relationship with customer satisfaction and diagnostic capability for providing directions for managerial interventions. Based on results of this study, SERVQUAL model is identified more appropriate measurement for its diagnostic power, whereas SERVPERF scores on its predictive capability to explain overall service quality and association with customer satisfaction. The factor analysis indicates a seven dimensional structure instead of five. This study suggest for further research and extensive scale adaptation before scales developed in other countries are applied in Indian context.
Quality Management For Services
DOWNLOAD
Author : Manfred Bruhn
language : en
Publisher: Springer Nature
Release Date : 2023
Quality Management For Services written by Manfred Bruhn and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023 with Electronic books categories.
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other. The contents Principles of quality management for services Analysis of service quality Planning and control of quality management for services Implementation of quality management for services Quality controlling for services The author Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
Handbook Of Business Practices And Growth In Emerging Markets
DOWNLOAD
Author : Satyendra Singh
language : en
Publisher: World Scientific
Release Date : 2010
Handbook Of Business Practices And Growth In Emerging Markets written by Satyendra Singh and has been published by World Scientific this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Business & Economics categories.
The Handbook of Business Practices and Growth in Emerging Markets consists of a collection of specially commissioned chapters that describe the current business environment, organizational culture, consumer behavior, financial investment climate, and examples of best prevailing practices in emerging markets. It covers all the major functional areas of business OCo marketing, strategy, operations and finance OCo in all continents. The focus of each chapter is on the identification of different business issues in different emerging markets (including Asia, Africa and South America) and on the implementation of a proposed set of recommendations, using both qualitative and quantitative techniques to assist in decision-making and in improving organizational efficiency and effectiveness. Readers will also appreciate the multidimensional view of financial and non-financial performance measurement of businesses. Specifically, the goal of this research-based handbook is to provide a comprehensive guide for business students and managers by discussing a range of issues from the diverse emerging markets and enabling them to develop a strategic mindset for a market-oriented culture. Given the changing business dynamics, government policies and demands in industries, this handbook is both timely and topical. Sample Chapter(s). Foreword (28 KB). Chapter 1: Introduction (69 KB). Contents: Introduction (S Singh); China: New Product Development in Emerging Markets (N Grigoriou); Competing with Multinationals: Entry and Evolution of Latecomer Firms in China''s Handset Industry (W Xie & S White); Current Business Practices of Top Fortune Global Emerging Multinationals (C-H Liu & K-K Wei); Between Information System Integration and Performance, What are the Missing Links? (R P Lee & Q-M Chen); Legal Cases and Auditing in China (G Chong); Commonwealth of Independent States: CSR in the Emerging Market of Russia: Finding the Nexus Between Business Accountability, Legitimacy, Growth and Societal Reconciliation (O Kuznetsova); The Russian System of Corporate Governance: Promises and Realities (O Kuznetsova); Brand Management in Emerging Markets: Private Labels in Croatian Grocery Retailing and the Case of Dona Trgovina D O O (M Martinovic & J Branch); Baltic Tiger or Wounded Lion OCo Retail Trade and Shopping Behavior in Estonia, Latvia, and Lithuania (B McKenzie); Latin America: Data Mining as a Decision Tool for Materials Procurement in a Multinational Company Headquartered in Brazil (D C C Barbosa et al.); The Importance of Natural Resources-Based Industry Clusters in Latin America: The Case of Chile (C Felzensztein); Inserting Small Holders into Sustainable Value Chains (M F Neves & L T e Castro); Franchise as an Efficient Mode of Entry in Emerging Markets: A Discussion from the Legitimacy Point of View (C Gauzente & R Dumoulin); Africa: Public Procurement Reform in Emerging Economies: A Case Study of Kenya (P M Lewa & S K Lewa); Rural Tourism in South Africa: The Case of Damdoryn and Bufflespoort (K P Quan-Baffour); An Institutional Network Approach of Partnership Mode of Interest-Free Microfinance and Islamic Banking: A Case Study (M N Alam & M M Hussain); Challenges of Internet Adoption of Banks in Ghana (N O Madichie et al.); Middle East: Does the Religious Nature of Organizations Affect Performance Measurement? A Case of GCC Banks (E K A Mohamed & M M Hussain); Challenges and Opportunities for International Marketers in Kuwait (C P Rao); Glimpses at Society and Management in Iran (H Yeganeh); Internet Consumer Behavior in Cyprus (A Thrassou et al.); Asia: Corporate Social Performance of Indonesian State-Owned and Private Companies (H Fauzi et al.); Does Individual Stock Futures Affect Stock Market: Volatility in India? (N Tripathy et al.); Philippines in the 21st Century: Business Opportunities and Strategic Marketing Implications (E P Garrovillas); Papua New Guinea OCo An Emerging Economy in the South Pacific: Challenges and Prospects (R Rena); Conclusion (S Singh). Readership: Students of business administration courses which focus on organizational culture, managers and management consultants dealing with issues related to emerging markets."
Partial Least Squares Structural Equation Modeling
DOWNLOAD
Author : Necmi K. Avkiran
language : en
Publisher: Springer
Release Date : 2018-02-16
Partial Least Squares Structural Equation Modeling written by Necmi K. Avkiran and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-02-16 with Business & Economics categories.
This book pulls together robust practices in Partial Least Squares Structural Equation Modeling (PLS-SEM) from other disciplines and shows how they can be used in the area of Banking and Finance. In terms of empirical analysis techniques, Banking and Finance is a conservative discipline. As such, this book will raise awareness of the potential of PLS-SEM for application in various contexts. PLS-SEM is a non-parametric approach designed to maximize explained variance in latent constructs. Latent constructs are directly unobservable phenomena such as customer service quality and managerial competence. Explained variance refers to the extent we can predict, say, customer service quality, by examining other theoretically related latent constructs such as conduct of staff and communication skills. Examples of latent constructs at the microeconomic level include customer service quality, managerial effectiveness, perception of market leadership, etc.; macroeconomic-level latent constructs would be found in contagion of systemic risk from one financial sector to another, herd behavior among fund managers, risk tolerance in financial markets, etc. Behavioral Finance is bound to provide a wealth of opportunities for applying PLS-SEM. The book is designed to expose robust processes in application of PLS-SEM, including use of various software packages and codes, including R. PLS-SEM is already a popular tool in marketing and management information systems used to explain latent constructs. Until now, PLS-SEM has not enjoyed a wide acceptance in Banking and Finance. Based on recent research developments, this book represents the first collection of PLS-SEM applications in Banking and Finance. This book will serve as a reference book for those researchers keen on adopting PLS-SEM to explain latent constructs in Banking and Finance.
Endowment Product Of Major Insurance Companies A Comparative Analysis
DOWNLOAD
Author : Dr. D. Jogish
language : en
Publisher: Archers & Elevators Publishing House
Release Date :
Endowment Product Of Major Insurance Companies A Comparative Analysis written by Dr. D. Jogish and has been published by Archers & Elevators Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.
Web Based Services Concepts Methodologies Tools And Applications
DOWNLOAD
Author : Management Association, Information Resources
language : en
Publisher: IGI Global
Release Date : 2015-11-09
Web Based Services Concepts Methodologies Tools And Applications written by Management Association, Information Resources and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-11-09 with Computers categories.
The recent explosion of digital media, online networking, and e-commerce has generated great new opportunities for those Internet-savvy individuals who see potential in new technologies and can turn those possibilities into reality. It is vital for such forward-thinking innovators to stay abreast of all the latest technologies. Web-Based Services: Concepts, Methodologies, Tools, and Applications provides readers with comprehensive coverage of some of the latest tools and technologies in the digital industry. The chapters in this multi-volume book describe a diverse range of applications and methodologies made possible in a world connected by the global network, providing researchers, computer scientists, web developers, and digital experts with the latest knowledge and developments in Internet technologies.
