Service Quality Measurements in a Developing Economy

Abstract

The relative practicality and usefulness of alternative measures of service quality is being debated in the marketing literature. This research tests measuring performance perceptions only (SERVPERF) against measuring customer expectations and performance (SERVQUAL) in the context of a developing economy. In addition, both SERVPERF and SERVQUAL scores are weighted with measurements of the importance of service attributes to customers. Findings confirm that SERVPERF and SERVQUAL each contribute different valuable information; however, weighting the measures adds no new information.     

Verifying alternative measures of the service-quality construct: consistencies and contradictions

Abstract

Since the role of service quality for organisational survival and success is of outmost importance, its measurement is still receiving increased attention. SERVQUAL and its alternative measures, namely, SERVPERF, weighted SERVQUAL, and weighted SERVPERF, are the most widespread in the service-quality literature. Yet, research has not concluded regarding the relative superiority of any of these measures. The present study compares all four alternatives within the auto-repair industry in Greece. Based on data from 1043 customers, overall results are in line with previous studies, confirming the multidimensionality of the service-quality construct and the five-factor SERVPERF pattern. In disagreement with previous studies, findings show that the importance-weighted SERVPERF scale provides the greatest diagnostic information. Furthermore, significant variation was found in the predictive validity of the measures.     

Management of perceptions of information technology service quality

The present study evaluates the perception gaps of service quality between information technology (IT) service providers and their clients. IT services require high investments, which make analyzing its effectiveness increasingly important. To do this analysis, this study uses the instrument SERVPERF of the SERVQUAL model. The research took place in a large Brazilian retail bank, which identified gaps in perceptions between IT service providers and its clients. The findings suggest opportunities for improvement in the quality of IT services from a strategic alignment perspective, particularly in the following dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study also indicates some enhancements for the SERVQUAL model.     

The effects of service quality,perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

The rapid growth of online purchasing in recent years has emphasized the accompanying role of home delivery service provided by delivery personnel in ensuring customer satisfaction. On-time delivery, better service, generating positive customer perceived value, and trust towards service providers are influential factors that contribute to customer satisfaction. The aim of the study was to investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role. It was conducted in Dhaka, Bangladesh, a less developed country with a new but rapidly growing digital sector. Data was collected from 259 respondents who received home delivery service, using a structured questionnaire. The conceptual model was analysed using partial least square structural equation modelling (PLS-SEM) with SmartPLS tool. The findings revealed that service quality, customer perceived value, and trust influenced customer satisfaction. The relationship between service quality and customer satisfaction and the relationship between customer perceived value and satisfaction were both partially mediated by trust. The findings contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory This study provides insights for managers to develop reliability and build trust in their service delivery personnel.     

Explore how Chinese consumers evaluate retail service quality and satisfaction

The present study explores how Chinese consumers evaluate retail service quality and satisfaction. A questionnaire including items from SERVQUAL and RSQS was developed and administrated to a random sample of 556 Chinese consumers based on a literature review of retail service quality. The results of confirmatory factor analyses showed that neither SERVQUAL nor RSQS was able to fit the collected data appropriately. Employing exploratory and confirmatory factor analyses, a four-factor higher-order retail service quality model, ReServQual, in which interaction and trustworthiness, store environment, understanding the consumers, and policy were key dimensions, was identified. The current study contributes to the literature on service business research by reexamining and extending the existing service quality models in the Chinese context. Global and regional retailers should realize that consumers’ perceptions are country specific.     

A correlated uniqueness model of service quality measurement among users of cloud-based service platforms

This research furthers understanding of whether consumers of cloud-based service platforms can distinguish between gap theory dimensions (i.e., expectation and performance) on these platforms. We build upon and extend the work of (Natesan and Aerts, 2016) by applying confirmatory factor analysis on gap scores from survey data to develop and test an improved approach of measuring service system quality in cloud-based service platforms. Using the IS-adapted SERVQUAL instrument, we apply the correlated uniqueness model, which is part of the multitrait-multimethod (MTMM) framework, to evaluate the validity of using GAP scores and account for the effect of the method. There is significant support for method effects as shown by our suggested model paths in the trait convergent validity model with medium-large factor coefficients. Additionally, the fit of the correlated uniqueness model indicates respondents can distinguish between the gap theory dimensions of the IS-adapted SERVQUAL instrument. The praxis of service quality measurement could benefit by using our measurement approach of incorporating error correlations.     

Structural Equation Test of Service Quality Dimensions on the Relationship Quality Construct: Evidence from an Emerging Telecom Market

While the subjects of “relationship quality” and “service quality” are well-researched and understood, a clear explanation of the exact relationship that exists between these two important themes is lacking. In a departure from previous service quality studies, this article uses a conservative measure of SERVQUAL to explore the diagnostic structure of service quality. Next, it investigates the structural behavior of service quality dimensions on the relationship quality construct within an emerging telecom market through a dual-lens theoretical viewpoint. The findings show that, in an emerging telecom market, the dimensional structure of SERVQUAL does not completely match with the result previously generated by the originators. It also demonstrates that by improving some quality indicators, a service provider is better positioned to improve relationship quality. In addition, this article challenges the existing tenet of the S-O-R framework by demonstrating that stimulus factors can directly predict the response factor and that the response variable can play a dual role in the S-O-R arena. Finally, implications and contributions are outlined.     

The Dimensions of Service Quality: The Original European Perspective Revisited

The early pioneers of services marketing in Europe, especially the Nordic School, argued that service quality consists of two or three underlying dimensions. Lehtinen and Lehtinen [1985] referred to physical and interactive quality while Christian Grönroos [1984] identified a technical dimension, a functional dimension and the firm's image as a third dimension. In later years, Parasuraman, Zeithaml and Berry [1988] published empirical evidence from five service industries which suggested that five dimensions more appropriately capture the perceived service quality construct. This study uses an exploratory factor analysis approach to investigate the empirical factor structure of the SERVQUAL instrument developed by Parasuraman et al. [1988] to measure perceived service quality. Based on the results of five exploratory analyses performed on five SERVQUAL data sets, a model for SERVQUAL is proposed. It suggests that the SERVQUAL difference scores are measures of two factors termed ‘intrinsic’ and ‘extrinsic’ service quality. The model is then fitted to the SERVQUAL data obtained from five samples of clients who evaluated the services of five service industries or companies by means of confirmatory factor analysis. The results of this study provide empirical support for the European authors who, in the early 1980s, argued that service quality perceptions are largely determined by two (rather than five) dimensions.     

Measuring Service Quality in a Corporatised Public Sector Environment

ABSTRACT

Using a modified SERVQUAL scale, this paper measures perceived service quality in a corporatised public sector environment. Five factors were identified: personalised proficiency, empathic professionalism, reliability, tangibles and access; explaining 61% of overall variance. Further analysis using multiple regression also indicated that 45% of the variability in customer satisfaction and 43% of the variability in overall service quality was explained by the five factors. The research was conducted in response to calls for the application of this measure and following a review of extant literature that indicated the limited number of studies undertaken within the public sector that assessed service quality.     

物业服务质量对顾客价值及顾客忠诚的影响:居住档次的调节作用

在竞争日益加剧的市场环境中如何提供高质量的服务,提升顾客感知价值以及顾客忠诚度是企业获取竞争优势的关键所在.本文以物业服务行业为研究背景,建构服务质量各维度对顾客价值和顾客忠诚的影响机制模型,并检验居住档次对该模型的调节效应.研究结果表明:与其他行业的服务质量维度构成不同,物业服务质量由实体环境、专业保障、服务效率和人文关怀四个维度构成;实体环境对顾客忠诚产生正向显著影响,而专业保障、服务效率、人文关怀三个服务维度虽然对顾客忠诚没有显著的直接影响,但均通过顾客价值对其产生间接影响;顾客价值是解释服务质量影响顾客忠诚的重要中介变量;居住档次部分调节了实体环境、专业保障、服务效率和人文关怀对顾客价值及顾客忠诚的影响.     

The effects of two directions of conflict and facilitation on frontline employees’ job outcomes

This study investigated the effects of two directions of conflict and facilitation simultaneously on job performance, job satisfaction, and affective organisational commitment based on data obtained from frontline hotel employees in Northern Cyprus. As expected, family–work conflict dimished job performance, while family–work facilitation enhanced job performance. Contrary to our prediction, conflict between work and family domains intensified job performance. The results of the path analysis revealed that work–family facilitation increased job satisfaction, while family–work facilitation triggered affective organisational commitment. The findings pertaining to the relationships between job performance, job satisfaction, and affective organisational commitment were in the hypothesised directions. Also, the results of the confirmatory factor analysis demonstrated that the four-factor model that consisted of work–family conflict, family–work conflict, work–family facilitation, and family–work facilitation was superior compared with other models tested. Implications of the empirical findings and their future research directions are discussed in our study.     

Comparing Alternative Service Quality Scales: An Investigation Using Confirmatory Factor Analysis in a Health Care Setting

Despite the availability of several domain-specific instruments and its obvious drawbacks, it is interesting that the SERVQUAL scale is still used in health care settings. For this reason, the main aim of this study was to compare two different service quality scales in a health care setting. We compared the fit of the SERVQUAL model with a domain-specific model through confirmatory factor analysis using AMOS. The results showed that the domain-specific scale was superior to SERVQUAL within the context of a health care environment. We believe that using/modifying a generalized scale is not a good approach when we have domain-specific alternatives available.     

An Examination of the Relationship Between Employee Behavior/ Non-Behavior and Customer Satisfaction in Quick Service Restaurants

ABSTRACT

The major objective of this research is to explore the relationship between employee behavior/non-behavior and customer satisfaction in quick service restaurants. Four behavioral components (employee reliability, employee responsiveness, employee assurance, and employee empathy) and one non-behavioral component (the physical environment) are identified.

The survey questionnaire included the modified SERVQUAL instrument (Parasuraman, Zeithaml, and Berry, 1991) in addition to questions about satisfaction. A convenience sample of 125 participants was used to collect data by frequenting selected quick service restaurants. The results identified significant positive correlations between three of the five behavior/non-behavior constructs (employee responsiveness, employee assurance, and the physical environment) with three of the four identified dimensions of customer satisfaction (satisfaction with the food, satisfaction with the task/service, satisfaction with the price, and overall satisfaction).     

Platform quality factors influencing content providers’ loyalty

This study investigates what platform quality factors affect the contents of the loyalty of content providers to support the continued expansion and sustainability of online platforms. It analyses empirically the influence of platform quality on the satisfaction with and loyalty to the service as well as on the platform's ability to secure content providers from a survey of 222 platform users. It confirms five significant findings for platform quality and user loyalty. First, all five factors of SERVQUAL have meaningful effects on platform user satisfaction. Second, factors affecting service quality differ by gender. Third, while male users regard platform technology as most critical, female users are more concerned about platform events and interests. Fourth, female users care more about customer responses than male users do; however, the user interface is the most critical aspect for both genders. Finally, platform quality has a significant impact on satisfaction and loyalty among content providers. It identifies the importance of platform service quality as a factor to increase user (content providers) loyalty on the platform. And it also investigates differences according to user gender by subdividing platform service users and indicates how service quality effects can change according to user characteristics.     

Making Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau

To confirm the sustainability of the SERVQUAL framework within an Eastern business context, a replication study was conducted in Macau, a small place which is adjacent to Hong Kong and has just been returned to the PRC from the Portuguese administration. In March, 1999, about 230 customers of a local bank were surveyed on the 22 items of the SERVQUAL. Factor analysis established the existence of six service dimensions, which is different from the original findings of Parasuraman et al. (1988). The new solution thus requires considerably different interpretations.     

Interpersonal Relationship,Service Quality,Seller Expertise: How Important Are They to Adolescent Consumers?

Drawing upon social capital theory and psychosocial development theory, this paper argues that a true buyer–seller relationship is a key determinant of favorable consumer behaviors for adolescent consumers of hairstylist services. Other important determinants include quality of the service delivery process (i.e., service quality as measured by the five SERVQUAL factors) and quality of the core service (in this case, the hairstylist's expertise). A survey of 350 adolescent consumers confirms these predictions. It shows that a true interpersonal relationship negatively moderates the positive effects of service quality on consumer satisfaction with, and overall assessment of the hairstylist. This negative moderating effect is labeled resource substitution benefit and the argument made that this is the fourth social capital benefit. The theoretical and practical implications of these findings are discussed. © 2012 Wiley Periodicals, Inc.     

An alternative measure for assessing perceived quality of software house services

Since the notion of perceived service quality and the disconfirmation paradigm were introduced in the IS community, quite a few studies have employed the SERVQUAL scale to measure perceived service quality. However, the instrument's psychometric properties have been seriously questioned, not only within the IS domain but also in many other contexts in which it has been tested. Yet, so far, no attempt has been made to develop and validate an alternative instrument specifically tailored to tackle the provision of b2b services such as those pertaining to MIS design and maintenance, despite the fact that quite a few researchers have made clear the need for doing so. Responding to this gap, the present study reports the results of an effort to validate INDSERV, an alternative to SERVQUAL. According to the findings, when slightly attuned by collapsing two specific dimensions into a single one, INDSERV outperforms SERVQUAL in all tests performed regarding dimensionality, reliability, convergent and discriminant validity as well as in concurrent validity.     

Hospice Informal Caregivers' Perception of a Good Death Experience: A SERVQUAL Analysis

ABSTRACT

This research study explores hospice informal caregivers' perceptions of service quality and a good death experience during end-of-life care. It demonstrates how service dimensions of the SERVQUAL analysis affect overall customer satisfaction. This study addresses contrast and dissonance theory as relative to marginal gaps in actual service performance and the effect on overall customer satisfaction. The research indicated that while reliability was the core of the service outcome, peripheral variables (e.g., assurance, empathy, responsiveness, and tangibility) integrated emotions and feelings into the hospice service process that equated to a positive disconfirmation of expectations and a good death experience.     

Methods for determining areas for improvement based on the design of customer surveys

Many firms conduct satisfaction surveys of their customers, with a view to using the analyzed results to identify areas of potential improvement. The weakness in this approach is that attributes with a lower satisfaction level might not be in need of improvement. They might merely be of little concern to customers. The present research develops several methods to identify areas that do require improvement. These methods include the importance–satisfaction (I–S) model, the improvement index, the quality-improvement index, the SERVQUAL survey, Kano's model, the extent of satisfaction, and the extent of dissatisfaction. An integrated model of service-quality measurement is used to cover all the customer surveys required for an international certification service company. In the case study, valuable information of various kinds is obtained from an analysis of the customer surveys. On the basis of this information, the firm can make appropriate decisions on areas for improvement, which are significantly different from those identified on the basis of a simple satisfaction survey.