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Purpose: The purpose of the study is to assess the instruments that are used to measure service quality. The SERVQUAL model,
developed by Parasuraman et al. is a benchmark in the measurement of service quality across the industries for the last three
decades. Many variants of this service quality instrument have been developed and applied by resear...
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Measuring the quality of services cardinally is still a challenge for the researchers. SERVQUAL measures the quality of services ordinally amid some questionable methodological limitations such as the measuring scale and the weighting system. The present model develops a new method to measure the quality of services (that can also be applied to mea...
Purpose: This study was to determine the implementation of the Marriott Bonvoy membership program at Aloft Bali Seminyak, to describe the indicators that need to be improved and maintained in this program at Aloft Bali Seminyak. Research methods: The sample used in this study were guests who were members of Marriott Bonvoy who stayed at Aloha Bali...
Servqual is a service measurement multidimensional model (Parasuraman et al. in J Mark 49(4):41–50, 1985; Parasuraman et al. in J Retail 64:12–40, 1988) which involves a set of five dimensions representing service quality. It is based on a questionnaire to measure the gaps between customers’ expectations and perceptions of service. A re-examination...
Purpose: This research aims to improve the concierge's excellent service in increasing guest satisfaction at a 5 star hotel in Legian tourist area, Kuta, Badung, Bali, Indonesia. Research methods: Data are analyzed using the theory of Service Quality (SERVQUAL) and Importance Performance Analysis which is described in the Cartesian diagram. Finding...
The internship aims to improve the student's abilities through practical activities, where one can apply the lessons learned in school/university. In this sense, the IFAM Internship Program/Center should provide quality services to the community, fulfilling their goals effectively. However, in 2011, it was noted the absence of a system to evaluate...
Citations
... In addition, Yunus et al. [45] have shown that different service quality dimensions had significant effects on customers' loyalty, and this was significantly mediated by the emergence of customer satisfaction. Similarly, Hasan et al. [46] demonstrated positive relationships between all the five dimensions of service quality and loyalty. Furthermore, there was a strong correlation between satisfaction and loyalty. ...
Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.
The SERVQUAL model is a commonly used tool for evaluating service quality in public and private sector organizations. It was applied to evaluate the quality of service in the public sector in Ethiopia through the discrepancy between perceived and expected services (ESs). Therefore, a gap score was calculated based on customers’ perceived minus ES quality, as most scholars used to measure the actual service quality. The survey used a descriptive cross-sectional design. A structured questionnaire with 22 items derived from the SERVQUAL model was administered to 562 customers to collect data from the public sector in Ethiopia. Customers who have visited the public sector at least twice were selected for this study. Due to the challenge of selecting the customers randomly, a convenient sampling method was employed as it was easier to pick customers while visiting the offices. The discrepancy between customers’ perceived and ESs across all dimensions of the SERVQUAL model became negative. The mean score of all items and dimensions of expectation is higher than perception. Hence, service quality in Ethiopia in the public sector remained low. Reliability, tangibility and empathy scored the highest mean gap, respectively, while responsiveness and assurance scored the lowest mean. Despite customers’ expectations, the most essential dimensions, reliability, tangibility and empathy, had the lowest perceived service (PS) quality. Finally, customers’ expectations were not met. Therefore, the service quality in public sector institutions needs improvement in all dimensions. This study has important implications for both theoretical and practical research in service delivery.
The self-drive rental sector has witnessed exponential growth in recent years due to rising demand for long and short-distance drives among millennials. This study aims to investigate the quality of services in the self-driving rental sector and its impact on customer adoption or rejection of service in India. The conceptual framework was developed using the SERVQUAL model and other important factors affecting consumers’ service adoption. A quantitative research method was deployed, and data were gathered through a survey method using a structured questionnaire (based on a 5-point Likert scale). The sample size comprised 385 respondents, 23-38 years old millennials (with 69% of males and 31% of females). The population sample was chosen from Delhi, Mumbai, and Bangalore, India. The data were collected in March 2023. The factor and regression analyses were applied along with chi-square and SEM analyses to test the research hypotheses. The results indicated that the absence of low prices (42%), customer assistance (28 %), and security issues is responsible for consumer rejection. The factors leading to dissatisfaction are the absence of consumer schemes and discounts, a lack of staff interaction and assistance, and poor service quality. The brands must focus on the negative impact arising from the absence of these factors and effectively address the areas of improvement to regain customer trust and garner customer loyalty.
Havayolu işletmelerinde hizmet kalitesi göstergeleri arasındaki ilişkinin tanımlanması, bu göstergeler arasındaki ilişkilerin uzman görüşleri neticesinde özgün bir modelle değerlendirilmesi amaçlanmaktadır. SERVQUAL modelinin beş boyutu (fiziksel özellikler, güvenilirlik, heveslilik, güvence, empati) esas alınarak 33 göstergeden oluşan bir anket formu hazırlanmıştır. Havayolu sektöründe çalışan 48 adet orta ve üst kademe yöneticiye anket formu uygulanmıştır. Verilen cevaplara ağırlıklandırma uygulanarak 33 gösterge 16 göstergeye indirgenmiştir. Ardından toplamda dört uzman ile görüşülerek göstergeler arasındaki ilişkinin yönü ortaya konulmuştur. Ayrıca bu göstergeler etkileme ve bağımlılık güçleri konusunda bilgi veren MICMAC analiziyle yorumlanmıştır. Havayolu işletmelerinde belirlenen hizmet kalitesi göstergelerinin hepsinin birbiriyle ilişkili oldukları görülmüştür. Havayolu işletmeleri, hiyerarşinin temelinde bulunan personelin yeterli mesleki bilgiye sahip olması göstergesi konusunda gerekli stratejik gelişmeleri ve eğitimleri gerçekleştirmelidir. Havayolu sektöründe ağırlıklandırılmış yorumlayıcı yapısal modelleme ile hizmet kalitesi göstergelerinin arasındaki ilişkileri araştıran bir çalışma olmaması bu araştırmanın özgün değerini oluşturmaktadır.
