Measuring Consumers Perceptions Of Service Quality
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Measuring Consumers Perceptions Of Service Quality
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Author : Christine Dipre
language : en
Publisher:
Release Date : 1989
Measuring Consumers Perceptions Of Service Quality written by Christine Dipre and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1989 with Bars (Drinking establishments) categories.
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.
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.
Measuring Consumer Perceptions Of Quality Offered By A Product Dominated Service Provider
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Author : Andrew James Burton
language : en
Publisher:
Release Date : 2001
Measuring Consumer Perceptions Of Quality Offered By A Product Dominated Service Provider written by Andrew James Burton and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with categories.
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.
Servqual
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Author : A. Parasuraman
language : en
Publisher:
Release Date : 1980
Servqual written by A. Parasuraman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1980 with Customer relations categories.
The Perception Of Quality
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Author : George N. Kenyon
language : en
Publisher: Springer
Release Date : 2014-11-25
The Perception Of Quality written by George N. Kenyon and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-25 with Technology & Engineering categories.
Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book. This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.
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 [...]
Service Quality Measurement Of Mobile Phone Service Providers A Study
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Author : Vijayakumar K
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2015-07-24
Service Quality Measurement Of Mobile Phone Service Providers A Study written by Vijayakumar K 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 2015-07-24 with categories.
The study was undertaken with a view to measure the service quality of mobile phone service providers. A large number of mobile phone service providers have been competing with each other to maximize the sales by providing quality service to their customers. The service providers have been offering many innovative schemes to attract the customers. But it is not known exactly where their standing is and how are they differentiating from others by the offer of quality service. In order to find answer to the above question, it was decided to measure the service quality of the different service providers. This study is based on the Service Quality Measurement (SERQUAL MODEL) developed by Parasuraman, Zeithmal and Berry. They are the pioneers in developing the scale for measuring the consumer perceptions of service quality offered. Hence I owe a lot to them for the pioneering work and the scaling techniques used by them for their study which I have adopted in this study. The researchers on the field SERVICES MARKETING will be highly benefited by this work and I hope that the researchers on this area will make use of the contents of the book.
Measuring The Service Quality In Retail Stores Using Rsqs Model
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Author : Faizan Ali
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2011-09
Measuring The Service Quality In Retail Stores Using Rsqs Model written by Faizan Ali 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 2011-09 with categories.
Service quality is a critical component of customer perceptions about the service. Customers perceive services in terms of its quality and how satisfied they are overall with their experiences. In retail in particular, margins are tightly squeezed and therefore customer service quality may be the key indicator of added value. RSQS is the model specifically designed to measure the service quality of Retail Stores. Using dimensions i.e., physical looks, convenience, reliability, personal interaction, problem solving and general policy, this model is used to measure service quality at SportsDirect in Wrexham. The primary or principal data collected in this study has been from two branches of SportsDirect in Wrexham. These have been collected from 300 customers using convenience sampling. From the gap score analysis carried out, it was found that, the overall service quality is low as perceived by customers in SportsDirect stores and hence no customer satisfaction is observed. Also consumers receive less than expected experience from the SportsDirect stores.
