Service Quality Sq
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Service Quality Sq
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Author : Arthur Collins
language : en
Publisher:
Release Date : 2017
Service Quality Sq written by Arthur Collins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Consumer satisfaction categories.
Globally, since the turn of the century, economic conditions have been very challenging, turning the market place into a highly competitive, cut throat environment. Service excellence has therefore become non-negotiable and service providers have no option other than to ensure that their service offering, which is translated in terms of various elements of customer service, is excellent and exceptionally creative to encourage customers' return intentions. This book discusses different perspectives of service quality as well as management and ways to improve SQ.
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.
Measuring Of Services Quality Initiatives Undertaken By Eye Hospitals In Kolkata
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Author : Bhaskar Mukherjee
language : en
Publisher: Archers & Elevators Publishing House
Release Date :
Measuring Of Services Quality Initiatives Undertaken By Eye Hospitals In Kolkata written by Bhaskar Mukherjee 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.
Effective Methods For Modern Healthcare Service Quality And Evaluation
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Author : Manolitzas, Panagiotis
language : en
Publisher: IGI Global
Release Date : 2016-03-17
Effective Methods For Modern Healthcare Service Quality And Evaluation written by Manolitzas, Panagiotis and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03-17 with Medical categories.
Turbulent changes in worldwide economies and decreases in overall quality of life have led to a re-evaluation of the current state of health services. Improvements in this sector will allow for more efficient healthcare delivery to the public, as well as increased patient satisfaction. Effective Methods for Modern Healthcare Service Quality and Evaluation is an authoritative reference source for the latest research on emerging tools and methodologies for the design of healthcare models, providing expert analyses on trouble-shooting specific problems in the industry and creating optimal hospital environments. Highlighting various perspectives across a range of relevant health services, this book is ideally designed for policy makers, researchers, upper-level students, and practitioners.
Service Quality
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Author : Benjamin Schneider
language : en
Publisher: SAGE
Release Date : 2004
Service Quality written by Benjamin Schneider and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study
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Author : Laly Antoney
language : en
Publisher: Prem Jose
Release Date :
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study written by Laly Antoney and has been published by Prem Jose this book supported file pdf, txt, epub, kindle and other format this book has been release on with Reference categories.
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Service Quality Of Health Care Sector A Study Based On Government Hospitals
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Author : Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi
language : en
Publisher: Lulu Publication
Release Date : 2021-04-28
Service Quality Of Health Care Sector A Study Based On Government Hospitals written by Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi and has been published by Lulu Publication this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-04-28 with Art categories.
Health care has become one of India’s largest sectors both in terms of revenue and employment. Health care comprises of hospitals, medical devices, clinical trials, outsourcing, telemedicine, medical tourism, health, insurance and medical equipment. In 2015, the Indian health care sector became the fifth largest employer, both in terms of direct as well as indirect employment, with total direct employment of 4,713,061 people. India is expected to rank amongst the top three healthcare markets in terms of incremental growth by 2020. The Indian health care sector is growing at a brisk pace due to its strengthening coverage, services and increasing expenditure by public as well asprivate players.
Handbook Of Research On The Interplay Between Service Quality And Customer Delight
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Author : Sarma, Sarmistha
language : en
Publisher: IGI Global
Release Date : 2023-01-31
Handbook Of Research On The Interplay Between Service Quality And Customer Delight written by Sarma, Sarmistha and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-01-31 with Business & Economics categories.
Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
Delivering Satisfaction And Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001
Delivering Satisfaction And Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
The Effect Of Service Quality On Customer Satisfaction And Customer Loyalty
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Author : Wageeh A. Nafei
language : en
Publisher:
Release Date : 2019
The Effect Of Service Quality On Customer Satisfaction And Customer Loyalty written by Wageeh A. Nafei 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.
Purpose: The purpose of this study is to examine the moderating significant role of Customer Satisfaction (CS) on the relationship between Service Quality (SQ) and Customer Loyalty (CL). Research Design/Methodology: To assess positive SQ, refer to (SQ Questionnaire, Cronin & Taylor,1992), CS (CS Questionnaire, Athanassopoulos, et al, 2001) and CL (CL Questionnaire, Parasuraman, 1996). The data of the study was collected from 315 employees at Teaching hospitals in Egypt. Out of the 357 questionnaires that were distributed to employees at Teaching hospitals in Egypt, 315 usable questionnaires were returned, a response rate of 88%. Multiple Regression Analysis (MRA) was used to confirm the research hypotheses. Findings: Results of the study show that there are high positive correlation between SQ, CS and CL at Teaching hospitals in Egypt. SQ significantly influenced CS and CL. The finding reveals that SQ affects CL through CS. Therefore, this study has been specifically conducted to look into this phenomenon and seek empirical justification in this regard by considering SQ as the main contributory factor towards CS and CL. Practical implications: Learning the relationships between SQ, CS and CL, retailers can effectively allocate their resources and develop a rational plan to improve their SQ under specific business circumstances. In addition, by the referring of loyal customers, Teaching hospitals can attract more customers. Managers are advised to satisfy and better manage their relationships through quality product and service offerings to their customers as a competitive policy in the marketplace. Teaching hospitals are required to offer products/services that meet or surpass consumers' expectation. The study also reveals interesting implications in SQ, CS and CL, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance. Originality/value: This research dealt with SQ in terms of its concept and dimensions, in addition to dealing with the significant role of CS in the relationship between SQ and CL at Teaching hospitals in Egypt.