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Article
Publication date: 1 January 1996

Francis Buttle

Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational…

Abstract

Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.

Details

European Journal of Marketing, vol. 30 no. 1
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 February 1999

Stewart Robinson

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of…

Abstract

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop their own measurement methods. This paper reviews this debate in relation to six key aspects: the purpose of the measurement instrument; the definition of service quality; models for service quality measurement; the dimensionality of service quality; issues relating to expectations; and the format of the measurement instrument. The main areas of agreement and disagreement are identified. As a result the continued use of the SERVQUAL instrument is called into question, and areas for further research are identified.

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Marketing Intelligence & Planning, vol. 17 no. 1
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 18 January 2013

Bedman Narteh

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of…

Abstract

Purpose

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.

Design/methods/approach

A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.

Findings

The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.

Practical implications

The variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focus on in order to improve the efficiency and effectiveness of the ATMs.

Originality/value

The paper provides a theoretical basis for conceptualising ATM service quality. The resulting dimensions, referred to as the ATMqual, thus address the paucity of a robust research in conceptualising and testing the dimensions of ATM service quality. Apart from the improved theoretical insight, the dimensions identified also provide bank managers with better understanding of and means to better manage customers’ ATM experiences.

Details

Managing Service Quality: An International Journal, vol. 23 no. 1
Type: Research Article
ISSN: 0960-4529

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Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1305-9

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Article
Publication date: 8 February 2008

Rooma Roshnee Ramsaran‐Fowdar

The paper aims to focus on an augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions.

Abstract

Purpose

The paper aims to focus on an augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions.

Design/method/approach

A questionnaire was administered to 750 and 34 per cent responded.

Findings

A new service quality instrument called PRIVHEALTHQUAL emerged from the study, based on factor and reliability analysis. The “reliability and fair and equitable treatment” factor was found to be the most important healthcare service quality dimension.

Originality/value

Adds to the existing body of research on service quality and demonstrates that SERVQUAL is not a generic service quality measure for all industries.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 1
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 October 1994

L. Drew Rosen and Kirk R. Karwan

Much of the earlier empirical work in service management has suggestedthat the dimensions of service quality may be stable in terms of theirrelative importance. In…

Abstract

Much of the earlier empirical work in service management has suggested that the dimensions of service quality may be stable in terms of their relative importance. In particular, the works of Zeithaml et al. postulate that service reliability matters most to customers and that empathy and the tangible aspects of services matter the least. Shows arguments, both conceptually and empirically, so that this observation is not based on strategic thinking nor on a particularly sound set of experiments. The relative priorities of service organizations must be established through the strategy formulation process and are likely to vary, quite logically, according to market choices and operations process characteristics.

Details

International Journal of Service Industry Management, vol. 5 no. 4
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 January 1995

Albert Caruana

Excellence and quality would be regarded by most managers as worthy objectives. These managers would also, in all likelihood, agree on the importance of imbuing their…

Abstract

Excellence and quality would be regarded by most managers as worthy objectives. These managers would also, in all likelihood, agree on the importance of imbuing their organisation with a market orientation, and believe that these factors contribute to corporate performance. A sterner interpretation of this, however, would necessitate a more in‐depth understanding of these constructs. What is excellence? Is there a link between excellence and a market orientation? Is the market oriented service firm more concerned with understanding and managing customer expectations and delivering a reliable service? How do these variables affect corporate performance? While there are studies linking a number of these individual constructs to performance, (Berry and Parasuraman, 1991; Peters and Waterman, 1982; Narver and Slater, 1990; Narver, Park and Slater, 1992; Jaworski and Kohli, 1993) less work appears to have been done on investigating the more complex relationships between these constructs. The objectives of this article are to propose the existence or otherwise of relationships between excellence, market orientation, expectations management practices, “being reliable”, and corporate performance, and, to suggest ways in which these can be studied in service firms.

Details

Management Research News, vol. 18 no. 1/2
Type: Research Article
ISSN: 0140-9174

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Article
Publication date: 1 December 1999

Frederico A. de Carvalho and Valdecy Faria Leite

According to the Parasuraman‐Berry‐Zeithaml conjecture, the greater the importance of a given quality dimension, the thinner the corresponding tolerance zone would be…

Abstract

According to the Parasuraman‐Berry‐Zeithaml conjecture, the greater the importance of a given quality dimension, the thinner the corresponding tolerance zone would be. This paper seeks to test the conjecture when attribute items are individually considered. The original data have been collected to assess the quality of postal services in Brazil. A qualitative stage yielded a list comprising 39 attribute items. In the quantitative stage the three‐column format of a SERVQUAL questionnaire was employed to permit the computation of importance weights and tolerance widths for each attribute item. The questionnaire was mailed to a sample of some 5,900 firms. About 10 per cent (540) of mailed questionnaires returned and were considered valid. The values obtained for the correlation coefficients were significantly negative and consistently close to each other. The inverse association between importance and tolerance of service quality attributes was then accepted. The most interesting consequence of this finding is that simply ordering the computed width of attributes’ zones of tolerance will yield the most important attributes. Other implications are also discussed.

Details

International Journal of Service Industry Management, vol. 10 no. 5
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 21 March 2008

Chia‐Hui Yen and Hsi‐Peng Lu

The purpose of this study is to draw on expectancy disconfirmation theory (EDT) to explore e‐service quality and the factors influencing an individual's loyalty intention…

Abstract

Purpose

The purpose of this study is to draw on expectancy disconfirmation theory (EDT) to explore e‐service quality and the factors influencing an individual's loyalty intention towards online auctions.

Design/methodology/approach

The authors conducted an empirical study and data were collected from a total of 619 bidders in online auctions. A structural equation modeling (SEM) is used to assess the relationships of the research model.

Findings

The findings show that e‐service quality dimensions including efficiency, privacy protection, contact, fulfillment, and responsiveness have statistically significant influences on buyer's disconfirmation. Besides, buyers' disconfirmation of online auctions is positively associated with their satisfaction, and their satisfaction is positively associated with loyalty intentions.

Practical implications

The auctioneer should focus on purchase efficiency and protect the buyer's privacy. The seller should actively make contact with the buyer, fulfill order delivery, and respond to problems. Thus, the performances of auctioneer and seller are the true reassurance to buyers.

Originality/value

This study, which aims to shed light on e‐service quality in online auctions, is the first study that has applied an EDT‐based model to investigate the determinants of buyer's loyalty intention in online auctions.

Details

Managing Service Quality: An International Journal, vol. 18 no. 2
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 2 February 2018

Zyad M. Alzaydi, Ali Al-Hajla, Bang Nguyen and Chanaka Jayawardhena

The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and…

Abstract

Purpose

The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences.

Design/methodology/approach

A comprehensive review of the literature is conducted, analysed and presented.

Findings

The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures.

Originality/value

Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance.

Details

Business Process Management Journal, vol. 24 no. 1
Type: Research Article
ISSN: 1463-7154

Keywords

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