A fuzzy service quality based approach for performance evaluation of educational units

Educational unites try to make efficient use of resources to achieve higher service qualities. This paper presents a new hybrid fuzzy approach based on service quality for performance evaluation of educational units. The proposed approach includes four stages: firstly, evaluation and gap analysis of students' expectations and perceptions in the service quality of educational units are performed based on fuzzy SERVQUAL questionnaires. In the second stage, the corresponding weights of dimensions and sub-dimensions of SERVQUAL are determined via fuzzy AHP method. In the third stage, the educational units are ranked using fuzzy TOPSIS method with respect to service quality sub-dimensions. Finally, a fuzzy DEA method is applied to determine the efficiency of educational units based on their service quality ratings. The approach is used for performance evaluation of eight higher education institutes in Iran. The proposed approach increased the accuracy of performance evaluation of educational units based on service quality.     

The establishment of a quality management system for the higher education industry

This study is based on the SERVQUAL model and the Plan-Do-Check-Action (P-D-C-A) cycle of TQM to establish a higher education quality management system. In this system, it includes ‘Plan’ and ‘Do’ dimensions to execute ten factors, each dimension complements with each other. The ‘Check’ dimension has four factors and the ‘Action’ dimension has three factors. Each execution factors of the quality management system could reduce the occurrence of five gaps in the SERVQUAL model and facilitate education providers to provide a better service quality. Education providers strengthen an education system by carefully planning and implementation of quality auditing and continuous improvement. The desired result of this study is to possess a more explicit framework for high education industry and provide a proper service for students.     

基于服务科学构建旅游服务质量评价模型的研究

本研究旨在为旅游业提供可靠的服务水平测量工具,帮助旅游管理者找寻服务质量的改进方向,提高服务水平。根据服务科学管理与工程(SSME)的研究方法,界定出旅游服务质量的5个维度,22项指标,在进行了信度、效度检验的基础上建立服务质量评价模型,分析评价了松潘旅游服务质量。     

基于灰色模糊理论的服务质量评价

服务质量评价一直是服务质量管理的一个难题,目前大多数学者都接受的评价方法是SERVQUAL评价方法。本文以灰色模糊理论为基础,建立数学模型,结合SERVQUAL评价指标,得出一种新的服务质量评价方法。     

Fuzzy Decision Making for Market Positioning and Developing Strategy for Improving Service Quality in Department Stores

Conventionally designed questionnaires frequently use the Likert Scale to gauge the feeling of respondents. The dichotomy and the same interval integer are clear-cut. Owing to the fuzziness of human thinking, this approach is inadequate and too simple to rule subject’s way and measure complex human thinking and cognition. Consequently, this investigation integrated the five dimensions of SERVQUAL and adopted a Fuzzy set theory based approach. The five criteria of SERVQUAL were tested for four department stores using Fuzzy set theory to clarify the positioning of service quality in the department store market and propose implementation priorities for different service strategies. This result permits managers to collate the service strategy of the benchmarking department store and its local competitors, and also enables department store decision-makers to consider the weights of the five dimensions when modifying the service strategy. The analytical results can be used to improve strategy development, and to devise superior and more effective management methods.     

ARCHSECRET: a multi‐item scale to measure service quality within the voluntary sector

This paper provides an overview of the application of SERVQUAL reflecting the theoretical criticisms concerning disconfirmation model, process orientation, role of expectations and portability. The original SERVQUAL framework was found to be inappropriate for services that had no close analogue with the private sector. A qualitative research study was undertaken to establish the sector‐specific criteria used by customers to evaluate service quality. The study identified 40 potentially unique features of the service as perceived by service recipients. These features were developed into a pilot survey instrument that comprised 40 questions, covering expectations, perceptions and importance. A pilot study was undertaken to test the instrument among disabled customers and their carers across the main centres of a national voluntary organisation. Analyses of the pilot survey data resulted in a set of 27 distinct statements across ten hypothesised service quality dimensions. These are Access, Responsiveness, Communication, Humaneness, Security, Enabling/Empowerment, Competence, Reliability, Equity, and Tangibles, giving rise to the acronym ARCHSECRET. The ARCHSECRET instrument is potentially a powerful diagnostic tool for managers in their pursuit of continuous quality improvement within voluntary sector organisations. Copyright © 2001 Henry Stewart Publications     

基于SERVQUAL模型的快递包装物智能回收箱设计

快递包装物的智能回收是解决当前物流行业面临的回收成本高、配合意愿低、盈利难等问题的大势所趋。通过文献研究法和问卷调查法基于SERVQUAL模型梳理了影响用户使用快递包装物智能回收箱意愿的影响因素。运用SPSS26.0将用户参与意愿影响因素划分为“服务运作”、“服务体验”、“服务便捷性”三个重要维度并分析其影响,在此基础上提出了快递包装物智能回收箱设计的相关建议。     

基于SERVQUAL的物流园区服务质量评价研究

从服务保障、服务提供和服务质量管理三个方面对物流园区服务做出了详细的阐述,并将SERVQUAL方法应用到物流园区服务质量评价中,从有形性、保证性、响应性、移情性和可靠性五个方面建立评价指标体系对物流园区服务质量进行评估。     

A causal model for the development of long-term facilities: a case in Taiwan

Elder care is an important issue in many developed countries such as U.S., Japan, and Taiwan. With the advent of population aging throughout the world, the development of long-term care facilities has become a very vital topic. In actuality, long-term care systems involve government oversight agencies as well as interaction between factors such as laws, social environment, culture, long-term care facilities, residents, and the families of residents, forming a complex and dynamic system. This paper uses system dynamics methodology to model the developmental structure of Taiwanese long-term care facilities to explore its system behaviors. The developmental structure of long-term care facilities in Taiwan is primarily composed of the four levels: overall satisfaction, overall service quality, the skill of administrative and medical care personnel and facility hardware resources. Time delay, complex, and dynamic relationships are present in the overall structure. The overall service quality of facilities is one of the most important factors in facilities’ development and that the skills of administrative and medical care personnel is the main critical factor in improving overall service quality. Finally, some suggestions are discussed relevant strategies for the government and the industry.     

珠海市住宅小区物业管理服务质量调查研究

文章基于SERVQUAL模型建立住宅物业管理服务质量评价指标体系,并依此设计问卷来对珠海市物业管理服务质量进行调查。研究发现,业主总体较满意,但在某些方面还有待提高,并在此基础上提出一些有针对性的提高服务质量的措施与建议。     

物业企业服务质量评价研究

物业服务企业要想获得生存与发展,提高服务质量是其必然选择。因此,服务质量评价不但是业主和物业主管部门的要求,而且更符合物业企业自身发展的需要,但当前物业服务质量评价方法比较简单,理论性和系统性等方面都存在不足。物业企业可结合SERVQUAL模型,构建以业主、物业公司及第三方评价为一体的服务质量的评价模型,从而能比较全面地了解自身的服务质量。     

SERVQUAL质量测评量表在饭店业的适用性研究

SERVQUAL质量测评量表已经广泛应用于服务行业的服务质量测评中，然而SERVQUAL量表在饭店业的应用尚处于初级阶段，其在饭店业的适用性一直受到学者们的质疑。本文在论述SERVQUAL量表构建体系的基础上，从SERVQUAL量表的理论基础和饭店业特点两个方面对SERVQUAL量表在饭店业的适用性展开了论证。     

Institutional quality and human capital development in Africa

This study investigates the role of institutional quality in human capital development using a panel of 49 African countries over the period 1996–2018. The study employs a dynamic model based on a two-step system generalized method of moments. The results show that improving institutional quality promotes access to primary, secondary, and tertiary education overall and for females. In particular, government effectiveness, control of corruption and political stability, and the absence of violence, including terrorism, are the most important dimensions that foster human capital development. The results suggest that fostering these particular institutional quality dimensions is critical to improving human capital development in Africa.     

A gap model of purchasing's internal service quality: Concept,case study and internal survey

Traditionally, the monitoring of a purchasing department's performance is primarily focused on cost analysis and the evaluation of suppliers rather than on internal service aspects. Therefore, the main objective of this paper is to develop an instrument for the measurement of the internal service quality of purchasing departments. Based on the SERVQUAL and the general gap model of service quality, a specific gap model regarding purchasing's internal service quality was developed. Similar to previous research, both the perceptions of the actual service and the internal customers’ expectations of the service quality were included. In addition, the model contains a self-evaluation by contrasting the views (expectations and perceptions) of the internal customer with those of the purchaser. The application of this instrument in a large company demonstrates the general usefulness of this instrument. Statements of 145 internal customers and 36 purchasers were available for statistical analysis. The results of this analysis can be helpful in detecting weak points and sources of internal customers’ dissatisfaction.     

基于顾客导向的物流服务质量评价研究

从客户角度出发,参照SERVQUAL质量评价体系,建立基于顾客导向的物流服务质量评价体系,运用动态模糊综合评价方法对物流服务质量进行综合评价,结果显示动态模糊综合评价方法能够准确地反映出第物流服务失误之所在,并用实例论证了该评价方法的可行性。     

Multi-stakeholders’ assessment of bike sharing service quality based on DEMATEL–VIKOR method

ABSTRACT

Bike sharing is a sustainable mode of urban transportation. Assessing the perceived service quality is essential to improve the development of bike sharing. Most of the existing research evaluates the service quality of bike sharing only from the perspective of its users. This study assesses the perceived quality gap among four different stakeholders including government regulators, platform operators, bike association and users. First, an evaluation criteria system consisting of sixteen criteria obtained from the five dimensions of tangibles, reliability, responsiveness, assurance and empathy is constructed based on a revised service performance model. Thereafter, a hybrid multi-criteria decision-making model that combines Decision-Making Trial and Evaluation Laboratory (DEMATEL) with VIsekriterijumska Optimizacija I Kompromisno Resenje (VIKOR) is proposed. Then, the model is applied to evaluate the service quality of bike sharing in Xi’an City. Finally, some useful suggestions are given to improve the bike sharing service quality from the perspective of multi-stakeholders.     

物流集群服务创新关键影响因素作用路径实证分析──基于结构方程模型方法

服务创新是物流集群的核心竞争力。集群中的物流企业、物流集群和政府、物流协会等外部机构应该识别其关键影响因素的作用路径并认清自身定位,优化组织框架,完善管理政策,促进物流集群能够积极有效地开展服务创新行为。     

Quality in religious services

Despite intensive research into service quality, the Church appears to have been overlooked. Using a tailored measurement tool, this paper examines those aspects of the Church that respondents feel are important in their assessments of service quality. Results indicate that the three most important service quality dimensions are responsiveness, credibility and commitment. The more often that consumers visit church, the more demanding they are in terms of their importance ratings overall. Female churchgoers consider most of the service quality dimensions to be more important than do male customers, while other demographic factors have little or no impact on perceived service quality. Copyright © 2001 Henry Stewart Publications     

Environmental behaviour in Chicago automotive repair micro‐enterprises (MEPs)

This study analyzes the relationship between internal and external factors that influence environmental behaviour in traditional service micro‐enterprises, focusing on Chicago motor vehicle repair (MVR) firms five years after the Clean Break amnesty program and subsequent inspections of MVR firms. The survey explored the influence of firm and manager characteristics, government intervention, and market and social pressures and opportunities on environmental awareness and action. Environmental action was significantly higher in older firms (more experienced owners) and in auto‐refinishing firms practicing spray painting. While awareness levels were mixed for dealerships and franchises (contracted to larger organizations), environmental action was good for six out of the seven firms, which may reflect expectations for higher professional rather than environmental standards. However, environmental awareness and behaviour levels were mixed for trade association members. Owners obtain most environmental information from suppliers and government agencies, but confuse government responsibilities and attribute greater authority to non‐environmental agencies. Finally, micro‐enterprises avoid voluntary environmental compliance programs and prefer targeted enforcement and insurance requirements that promote a level playing field. Copyright © 2006 John Wiley & Sons, Ltd and ERP Environment.