An Empirical Evaluation Of Alternative Scales To Measure Service Quality And Assessment Of Service Quality Dimensions
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An Empirical Evaluation Of Alternative Scales To Measure Service Quality And Assessment Of Service Quality Dimensions
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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.
Comparative Study Of Service Quality Metrics An Empirical Study In The Service Sector
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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
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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 [...]
An Empirical Assessment Of Comparative Approaches To Service Quality Measurement
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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.
Dynamics In Logistics
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Author : Michael Freitag
language : en
Publisher: Springer
Release Date : 2018-02-16
Dynamics In Logistics written by Michael Freitag 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 Technology & Engineering categories.
These proceedings contain research presented at the 6th International Conference on Dynamics in Logistics, held in February 2018.The integration of dynamics within the modeling, planning and control of logistic processes and networks has shown to contribute massively to the improvement of the latter. Moreover, diversification of markets and demand has increased both the complexity and the dynamic changes of problems within the area of logistics. To cope with these challenges, it must become possible to identify, describe and analyze such process changes. Moreover, logistic processes and networks must be revised to be rapidly and flexibly adaptable to continuously changing conditions. This book presents new ideas to solve such problems, offering technological, algorithmic and conceptual improvements. It primarily addresses researchers and practitioners in the field of industrial engineering and logistics.
Cases On Assessment And Evaluation In Education
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Author : Khosrow-Pour, Mehdi
language : en
Publisher: IGI Global
Release Date : 2012-08-31
Cases On Assessment And Evaluation In Education written by Khosrow-Pour, Mehdi and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-08-31 with Education categories.
With the demand to maintain a competitive advantage, the assessment and evaluation of education is vital in measuring the knowledge and skills of the students, community, and educational system as a whole by providing educators with the facts needed to enhance and improve the learning process. Cases on Assessment and Evaluation in Education presents a collection of case studies describing the methods used to assess an education course, what factors to assess, as well as which factors determine the success of these factors. This casebook aims to bring together different research perspectives on the questions surrounding the issues of educational assessment and evaluation.
Multidisciplinary Social Networks Research
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Author : Leon Wang
language : en
Publisher: Springer
Release Date : 2015-08-24
Multidisciplinary Social Networks Research written by Leon Wang and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-08-24 with Computers categories.
This book constitutes the refereed proceedings of the Second International Multidisciplinary Social Networks Conference, MISNC 2015, held in Matsuyama, Japan, in September 2015. The 49 full papers presented were carefully reviewed and selected from 125 submissions. The papers deal with the following topics: multidisciplinary research on social networks; ethical issues related to SNS; information technology and social networks mining.
On The Measurement Of Perceived Service Quality
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Author : Wayne S. DeSarbo
language : en
Publisher:
Release Date : 2016
On The Measurement Of Perceived Service Quality written by Wayne S. DeSarbo and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.
Parasuraman. Zeithaml, and Berry (1988) have proposed the use of a 22-item SERVQUAL instrument for the measurement of perceived service quality. Since their important work, several authors have criticized the use of this instrument in applied settings suggesting that the number and type of dimensions may vary by service category, that there are problems in attempting to use the same wording, across different service categories and in dealing with services that provide multiple service functions (e.g., hospitals), that the analysis of difference scores between perceptions and expectations raises questions about the psychometric properties of such a scale, and that the SERVQUAL instrument confounds the measurement of service satisfaction with service quality. We present an alternative measurement scheme for the measurement of perceived service quality, based on conjoint analysis, that can be easily modified to any service category by expectancy confirmation/disconfirmation response. The advantages of the proposed procedure are, first, that we measure true perceptions, as opposed to perceptions confounded with expectations and satisfaction; second, that the number, type, and operationalization of the specific dimensions (vis-a-vis the wording) are completely flexible according to the specific usage scenario; third, that estimation can be performed in an efficient manner utilizing orthogonal designs and simple OLS; and last, that the proposed model can lead to interesting quality optimization models as welt as models"that explore segmentation. The proposed methodology is illustrated with service quality perceptions of banks and dental offices. We conclude by discussing directions for future research.
Humanizing Work And Work Environment Hwwe 2016
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Author : Dr Lakhwinder Pal Singh
language : en
Publisher: GIAP Journals
Release Date : 2018-02-04
Humanizing Work And Work Environment Hwwe 2016 written by Dr Lakhwinder Pal Singh and has been published by GIAP Journals this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-02-04 with Business & Economics categories.
Proceedings of 14th International Conference on Humanizing work and work Environment
An Assessment Of The Applicability Of Servqual Dimensions As Customer Based Criteria For Evaluating Quality Of Services In An Academic Library
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Author : Danuta A. Nitecki
language : en
Publisher:
Release Date : 1995
An Assessment Of The Applicability Of Servqual Dimensions As Customer Based Criteria For Evaluating Quality Of Services In An Academic Library written by Danuta A. Nitecki and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Academic libraries categories.
