Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups

Given the multiplicity of “customers” in the nonprofit sector, the need for nonprofits to ensure that quality service delivery matches customer expectations is difficult yet paramount. Nonprofit organizations serve several constituent groups: the service recipient, donor, volunteer, and general public at large. While each constituent group may not be perceived as a customer in the general sense, each group is making quality assessments that may affect performance evaluations, donations, volunteerism, and brand equity decisions. Hypothesis support was found, distinguishing between the importance of the different SERVQUAL dimensions and the perspective roles played within the nonprofit scenarios. Respondents playing the role of volunteer rated Empathy and Assurance highest and Tangibles lowest. Respondents playing the role of donor rated Reliability and Tangibles highest and Empathy lowest. Respondents playing the role of recipients rated Empathy and Responsiveness highest and Tangibles lowest. Finally, respondents playing the role of volunteer rated Assurance and Reliability highest and Tangibles lowest.     

An analysis of the sources of technical change in the agricultural sector of Iran

A differential structural equation system including latent variables was applied for analyzing the sources of technical change in the agricultural sector of Iran, 1971–2005. The findings indicated that international knowledge spillover, human capital, and internal research and development expenditures have a significant role in technical progress in the agricultural sector of Iran. The findings showed that international knowledge spillover has been a more effective factor on the technical progress related to internal R&D. The technical progress was found out to be Hicks-neutral.     

Does the quality of institutions enhance savings? The case of Sub-Saharan Africa

Over the last three decades, there has been increasing disparity in savings across regions and income groupings globally. In this paper, we investigate whether the quality of institutions explains the saving disparities in Sub-Saharan Africa (SSA). Utilizing comprehensive panel data and spanning the period 1980–2015, we estimate a savings model using the two-step instrumental variable generalized method of moment (2SIV-GMM) estimator. Our results show that the impact of institutions on savings behaviour differs across regions and income groupings, and in SSA, in aggregate. We find that the level and growth of per capita income and terms of trade enhance savings whereas government consumption expenditure, financial sector development and the elderly dependency rate are savings impeding. The findings are robust to alternative model specification and highlight the importance of institutions in influencing savings behaviour in SSA.