Analysis Of Service Quality Using Servqual Model
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Analysis Of Service Quality Using Servqual Model
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Author : Ashok Kumar
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2013
Analysis Of Service Quality Using Servqual Model written by Ashok Kumar and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
This book is helpful for youngsters to find out the quality of the institutions of any field with the help of the servqual model. Nowadays servqual model is used as a worldwide research tool. For the analysis of the service quality servqual model used as an important tool. Servqual model was originally measured on 10 aspect of service quality. Servqual was developed in the mid-1980's by Zeithaml Parasuraman & Berry..
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 [...]
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.
A Study On Service Quality Perception Using The Servqual Model In The Port Of Manzanillo Mexico
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Author : Erendira Yareth Vargas Lopez
language : en
Publisher:
Release Date : 2019
A Study On Service Quality Perception Using The Servqual Model In The Port Of Manzanillo Mexico written by Erendira Yareth Vargas Lopez and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with categories.
Increases in international trade have generated greater demand at maritime ports worldwide. Shipping companies are demanding better sea connections that integrate their logistics services. In general, maritime port users demand better services to address the needs of international markets. The importance of evaluating the service offered by the port of Manzanillo is because its contribution is the second ranked in national revenue. Also, its main maritime route connections come from the world biggest economies, such as China, South Korea among others. This paper aims to identify fundamental aspects considered by users of the maritime port of Manzanillo, which affect port service quality using the SERVQUAL model. This model consists of five dimensions to evaluate the following: tangibility, reliability, responsiveness, assurance, and empathy. The model was validated through a survey of 53 port companies' clients, and the collected study data were analyzed using the Statistical Package for the Social Sciences, version 19. By analyzing the results, it was found that in general, port user perception shows a negative tendency, since observed results are lower than expected. Finally, the study proposes strategies to address the areas of opportunity observed, specifically in the responsiveness and empathy dimension, where the lowest results are found.
Quality Analysis Of Child Care Services Using Servqual And Study On Factors Effecting Intent To Recommend To Others And To Re Use
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Author : The Korea Institute for Health and Social Affairs (South Korea)
language : en
Publisher: 길잡이미디어
Release Date : 2014-10-29
Quality Analysis Of Child Care Services Using Servqual And Study On Factors Effecting Intent To Recommend To Others And To Re Use written by The Korea Institute for Health and Social Affairs (South Korea) and has been published by 길잡이미디어 this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-29 with Child care categories.
CHAPTER 1 Introduction CHAPTER 2 Study Methods 1. Analysis Material and Target 2. Evaluation indexes of child care service by using SERVQUAL instrument 3. Analysis Methods CHAPTER 3 Analysis Result 1. Gap analysis of expectation level and satisfaction level 2. Analysis of an intent to re-use and an intent to recommend to others CHAPTER 4 Conclusion Reference
Services Management Conceptualizing And Measuring Customer Perceived Service Quality
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Author : Tim Ebner
language : en
Publisher: GRIN Verlag
Release Date : 2013-02-12
Services Management Conceptualizing And Measuring Customer Perceived Service Quality written by Tim Ebner and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-12 with Business & Economics categories.
Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
A Research Report Based On An Analysis Of Service Quality Of Sports Centre
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Author : Md. Rajibul Hasan
language : en
Publisher: GRIN Verlag
Release Date : 2013-01-22
A Research Report Based On An Analysis Of Service Quality Of Sports Centre written by Md. Rajibul Hasan and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-22 with Business & Economics categories.
Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: Distinction, University of Lincoln, course: titel, language: English, abstract: It is an immensely complex exercise to measure the quality of a service. There are differences between product and service. In case of product, there are precise specifications such as length, depth, width, weight, color etc. On the other hand, a service can have several intangible or qualitative features. In addition, there are some expectations of the consumer regarding the service, which can differ significantly based on a range of factors such as experience, personal requirements and what other people may have said to them. To determine the service quality Parasuraman, Zeithaml, and Berry (1994) have developed a methodology known as ‘SERVQUAL’ which is a service quality questionnaire survey methodology. SERVQUAL model suggested five dimensions of service quality. They are reliability, responsiveness, tangibles, empathy, and assurance. Experiences or perceptions and expectation are measured in SERVQUAL model and SERVQUAL model has been well used in retail surroundings (Berry, 1986; Brown et al., 1993; Carmen, 1990; Finn and Lamb, 1991; Dabholkar et al., 1996) including banking, fast food, dry cleaning (Cronin and Taylor, 1992) and health care (Babakus and Mangold, 1989). In diversified businesses as the technologically advanced industrial market(Pitt et al., 1992) and B2B (business to business) services (Brensinger and Lambert,1990) include the application of the SERVQUAL. However, this model raises some doubts as to whether expectations are being assessed at all. The gap measured by the SERVQUAL model between expectation and perception is uncertain as to whether this is an indication of initial expectation or how the service is continuously reevaluated whilst it is being executed, or experienced. Therefore, SERVPERF model is proposed by Cronin and Taylor (1992), and this model eliminates expectation from the SERVQUAL, and it measures the service quality based on service perception. In this paper, the SERVPERF model is used to measure the service quality of the sports centre.
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction
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Author : Shahrukh Salman
language : en
Publisher: Anchor Academic Publishing
Release Date : 2017-11-01
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction written by Shahrukh Salman and has been published by Anchor Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-11-01 with Business & Economics categories.
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
The Effects Of Service Quality On Customer Satisfaction
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Author : Abdul Qayum Shafaq
language : en
Publisher:
Release Date : 2020
The Effects Of Service Quality On Customer Satisfaction written by Abdul Qayum Shafaq and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
The aim of this study was to examine effects of service quality dimensions on customer satisfaction using SERVQUAL model in Afghan wireless communication company of Balkhab district of Sar-e-Pol province. For this propose 170 questionnaires were used and collect data, in the literature review, generally service quality and its impact on customer satisfaction in developing countries have been greatly examined. In this study service quality dimensions such as tangibility, reliability, responsiveness, assurance and empathy have been taken as independent variables and customer satisfaction as dependent variable. Firstly, in order to assess the internal consistency of the questionnaire Cronbach Alpha has been tested. In addition, in order to know the relationship between customer satisfaction and service quality dimensions Spearman correlation has been analyzed, the result shows that reliability 0.601, empathy 0.560, responsiveness 0.550, assurance 0.515, and tangibility 0.389 have positive relationship with customer satisfaction respectively, except tangibility relationship is in a moderate manner. According to regression analysis, tangibility, reliability and empathy can have significant and positive impact on customer satisfaction of Afghan wireless communication company of Balkhab district.
Consumer Perceptions And Expectations Of Service Quality
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Author : Tabassum Tamanna
language : en
Publisher:
Release Date : 2020
Consumer Perceptions And Expectations Of Service Quality written by Tabassum Tamanna and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
Service quality is very important to attract and retain customers in today's competitive business environment. Using the SERVQUAL model this research evaluates customers' expectations against their perceptions of the service quality in a private financial institute at Dhaka city of Bangladesh. To measure respondent's satisfaction level with the provided service quality of financial institutes. Fifty (50) clients were interviewed where the sample was selected non-randomly. The results showed that respondents' expectations and perception level markedly varied with the service provided by a financial institution. However, SERVQUAL tangible dimension indicated a small gap between expectation and perception level. The study concluded that level of customers' expectations on the service quality from any private financial service providers was higher than they perceived earlier. Customer services of private financial institutes should improve further through high quality services to achieve their optimum level of businesses.
