Comparative Study Of Service Quality Metrics An Empirical Study In The Service Sector
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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 [...]
Measuring Service Performance
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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 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.
The Impact Of Service Quality On Customer Satisfaction An Empirical Study
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Author : Joshy K T
language : en
Publisher:
Release Date : 2020
The Impact Of Service Quality On Customer Satisfaction An Empirical Study written by Joshy K T 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.
Customer satisfaction is viewed as an end rather than a means, as far as organizational goals are concerned. This is because ensuring customer satisfaction will automatically end up with achievement of organizational objectives. Many management writers consider service quality as the most important factor determining customer satisfaction. This research study attempts to find out the impact of the quality of service on the satisfaction level of customers in the public sector General Insurance companies in Cochin. The required data is collected from the customers of these companies in Cochin. The study reveals that the employee service quality of public sector General Insurance companies in Cochin has a significant positive impact on customer satisfaction. The study recommends improvement in quality of service in organizations to ensure higher level of satisfaction among customers.
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.
Service Quality
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Author : Stephen Walter Brown
language : en
Publisher: Lexington Books
Release Date : 1991
Service Quality written by Stephen Walter Brown and has been published by Lexington Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Business & Economics categories.
To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.
Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
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.
Service Quality And Customer Satisfaction
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Author : Muhammad Naeem Iqbal
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2014-01
Service Quality And Customer Satisfaction written by Muhammad Naeem Iqbal 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 2014-01 with categories.
The topic of the research was comparative study between PIA and Emirates on service quality and customer satisfaction. The purpose of the research was to investigate the relationship between two variables. The sample size of the research was sixty (60). The tool for data collection was a well designed questionnaire. Five point Likert (1-5) scale was used to measure the responses. Simple random sampling technique was used to collect data. Initially descriptive statistics was used and frequency distribution for questions was established. In the second phase, the effect of different indicators of service quality on customer satisfaction was analyzed through correlation. It was concluded that customer satisfaction is positively related with the service quality. The present study showed that the correlation values for Reliability, Assurance, Responsiveness, Empathy, Tangible, Food and Entertainment of Emirates were greater than PIA which indicated better service quality of Emirates. The results revealed that the organization must focus on all these indicators of service quality in order to maximize the customer satisfaction.
