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1 – 10 of over 102000
Article
Publication date: 1 April 1987

Robert Johnston

Increasing competition in the service sector provides an opportunity for firms to differentiate their services from the competition by providing and improving service

Abstract

Increasing competition in the service sector provides an opportunity for firms to differentiate their services from the competition by providing and improving service quality. The development of a quality strategy to improve service quality is presented and the critical points in customer processing are identified.

Details

International Journal of Quality & Reliability Management, vol. 4 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 27 February 2009

Cheng Yu Sum and Chi Leung Hui

The purpose of this paper is to investigate which dimension of salespersons' service quality is of most importance for customer loyalty in a fashion chain stores setting…

7494

Abstract

Purpose

The purpose of this paper is to investigate which dimension of salespersons' service quality is of most importance for customer loyalty in a fashion chain stores setting. It also aims to assess the effects of two retail environmental factors (price level and customers' demographic variables) on the customer loyalty of salespersons service quality.

Design/methodology/approach

The study uses the SERVQUAL service quality instrument with modification in measuring the salespersons' service quality in the Hong Kong fashion retail environment. In order to measure customer loyalty in fashion chain stores, multi‐item measures were used to collect data on repatronage intentions, word‐of‐mouth intentions, and satisfaction. A total of 232 surveys were administrated to shoppers who were leaving a fashion chain store in Hong Kong.

Findings

The results showed that the empathy dimension of salesperson service quality is the most important for customer loyalty in Hong Kong's fashion chain stores but the empathy dimension of salespersons' service quality in fashion retail stores could not be affected by these two retail environmental factors. Furthermore, the salespersons' service quality in the reliability dimension is significantly impacted by the customers' demographic characteristics, but not by price level set by fashion chain stores.

Research limitations/implications

The study was carried out in four popular retail districts of Hong Kong and the results obtained may not be generalized to the country as a whole. The findings that are relevant in a fashion retail setting may not applicable in other retail environments.

Originality/value

The findings can direct fashion retailers to improve the specific service dimensions and work to provide customers with more value through services which will consequently improve internal and external standards of quality and performances in fashion retail settings, thus bringing about repeat customers and increased profitability.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 13 no. 1
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 1 April 1998

Bo Edvardsson

The topic for this article is quality improvement in service operations. Quality improvement is used as a collective expression for quality assurance, quality management…

28515

Abstract

The topic for this article is quality improvement in service operations. Quality improvement is used as a collective expression for quality assurance, quality management and quality control. Service operations refer to private as well as to public service operations and to services in manufacturing companies. Although services play a predominant role as regards GDP and employment in the OECD countries, we still know very little about quality management in service operations. Concepts and models in organization theories, marketing and other fields are, to a great extent, based on studies of and experience from manufacturing companies. Quality is no exception, even though it has received some attention during the past 15 years, especially from researchers in Scandinavia.

Details

Managing Service Quality: An International Journal, vol. 8 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 November 2006

Pui‐Mun Lee, PohWah Khong and Dhanjoo N. Ghista

Purpose – This paper seeks to look at healthcare service quality from the viewpoint of its negative impact on the industry when there is a deficiency in the delivery of…

3984

Abstract

Purpose – This paper seeks to look at healthcare service quality from the viewpoint of its negative impact on the industry when there is a deficiency in the delivery of service quality. To measure this impact, the potential loss of customers due to poor quality service is measured. A potential customer loss model is proposed. To address the competitive and financially driven healthcare delivery business, a three‐pillar approach, termed the Excellent Healthcare Service Model (EHSM), is introduced. This approach advocates that the healthcare industry should use a system view to deliver quality healthcare by taking into account quality, cost, and efficiency factors in a holistic manner. Design/methodology/approach – In this paper a survey questionnaire was used to gather data necessary to compute impact of deficient healthcare service. The questionnaire was administered to a sample of 400 people and the survey method used was intercept interview. Customer loss and potential customer loss due to deficient service were computed. Findings – In this paper, findings from the research indicated that, in the healthcare industry, for every 100 customers that experienced deficient service, about 70 customers would be unlikely to patronize the same organization again. In addition, for the same 100 customers who have experienced deficient service, about 75 of them will go on to tell on average nine family members and friends about their experiences. Through word of mouth from these 75 dissatisfied customers, there will eventually be about 465 persons who might have been potential customers but will probably not patronize the organization at all based on what the dissatisfied customers have told them. Practical implications – The ideas presented in this paper provide a new way of looking at service quality performance, through the impact of deficient service. With this knowledge, economic impacts of poor service quality could easily be quantified, and such economic‐based results are usually a better motivator for managers and workers to deploy quality improvement initiatives. Originality/value – The results and ideas presented in this paper are valuable for the healthcare industry. It provides an alternative approach to quantify service quality performance. The paper also proposes a system‐based approach to enhance service process performance.

Details

The TQM Magazine, vol. 18 no. 6
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 18 June 2010

Seongsu Kim and Soo Wook Kim

The purpose of this paper is to find if there is an existing trade‐off between service quality and cost when strategies of low‐cost accommodation and uncompromised…

1030

Abstract

Purpose

The purpose of this paper is to find if there is an existing trade‐off between service quality and cost when strategies of low‐cost accommodation and uncompromised reduction are implemented.

Design/methodology/approach

The model is designed on hand system dynamics, using Vensim™ software. It consists of a situation where no side effects are interrupting the result. The modeled service system is designed as two parts: a situation where five sorts of customer variables are introduced, continued by a situation where low‐cost accommodation and uncompromised reduction change the system.

Findings

There is no typical trade‐off pattern between service quality and cost when implementing Frei's two solutions. Rather, the findings resulted in an almost conform line of quality curve so that the promotion of Frei's solutions can be interpreted as the result of cost reduction.

Research limitations/implications

Owing to the use of simulation tools, it is still critical whether the result holds in the real world where various influences to the service system can exist.

Originality/value

There are various papers regarding service quality and cost but not that much about managerial tools used in a service system. Aside from many statistically proofed papers, this paper uses system dynamics to simulate certain managerial tools for service when implemented into a system.

Details

Asian Journal on Quality, vol. 11 no. 1
Type: Research Article
ISSN: 1598-2688

Keywords

Article
Publication date: 19 October 2010

A. Parasuraman

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine…

4650

Abstract

Purpose

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspectives.

Design/methodology/approach

The service productivity framework and service innovation typology are developed by synthesizing – and extending – concepts and insights from the relevant literature pertaining to productivity, quality and innovation.

Findings

Analysis and discussion of the proposed frameworks lead to the overarching conclusion that strategies to improve service productivity, enhance service quality or implement service innovations, are likely to be suboptimal if pursued in isolation. As such, it is important for companies to consider the inter‐linkages among service productivity, quality and innovation when formulating and implementing strategies pertaining to any of them.

Originality/value

The integration of conventional productivity concepts with key insights from the rich literature on service quality is novel. The resulting expanded service productivity framework and service innovation typology have important managerial implications and also offer several potentially fruitful avenues for further research.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 21 August 2008

Seong Su Kim and Jungsuk Oh

In a service business, it is difficult to cope with all your customers’ needs. They come and go with various wants and when it comes to their own good there are…

Abstract

In a service business, it is difficult to cope with all your customers’ needs. They come and go with various wants and when it comes to their own good there are complaining. Such variances in the service business interfere the operation resulting in inefficiency. To come against all those fluctuate wants, Frei is suggesting a new way how to cope with this customer variability in the service business: Low‐Cost accommodation and uncompromised reduction. However, his assertion that these solutions can reduce cost and enhance service quality at the same time is empirically not proved. Thus, the following research will be dedicated in the empirical proof whether the solutions mentioned above can enhance service quality while reducing cost by pursuing efficiency in the service business.

Details

Asian Journal on Quality, vol. 9 no. 2
Type: Research Article
ISSN: 1598-2688

Keywords

Article
Publication date: 1 July 2001

Anthony T. Allred

Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining…

3359

Abstract

Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining. The financial services sector is no exception. Existing research indicates credit union customers are more satisfied with service quality than bank customers. Current studies also suggest service quality and employee satisfaction are linked to customer satisfaction. Surveys were administered to bank and credit union employees about service quality they receive from their managers. The results did not support the study’s hypothesis that credit union managers would receive higher scores than bank managers. However, the results and implications are important for researchers and practitioners interested in improving service quality at banks and credit unions.

Details

International Journal of Bank Marketing, vol. 19 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 27 August 2010

Yongju Jeong and Yongsung Lee

The paper intends to explore the influencing factors on customer satisfaction and customer loyalty in the internet shopping mall through service quality based on the data…

4130

Abstract

Purpose

The paper intends to explore the influencing factors on customer satisfaction and customer loyalty in the internet shopping mall through service quality based on the data obtained from furniture purchaser.

Design/methodology/approach

The research model and the relevant research hypothesis were set up through the data derived from the existing researches, and then the relevant hypothesis was tested through regression analysis.

Findings

As result of analysis, the influencing factors on customer satisfaction of furniture purchaser in the internet shopping mall were proved to be product diversity of service quality, tangibles, responsiveness, interaction, stability, and customer satisfaction was found to be a significant influencing factor on customer loyalty in the internet shopping mall.

Research limitations/implications

Although this study was carried out against actual furniture purchaser in selecting the samples, it reached the limit in considering the diversity of internet shopping mall, and sorting into on‐line and off‐line concurrent shopping mall and internet exclusive shopping mall.

Originality/value

The study reviews the service quality measure suggested in the existing literature on service quality, newly applying it to on‐line services environment, and then finding out the influence of service quality in internet shopping mall on customer satisfaction, customer loyalty, and repurchase intention as well as in which dimension they are built up.

Details

Asian Journal on Quality, vol. 11 no. 2
Type: Research Article
ISSN: 1598-2688

Keywords

Article
Publication date: 26 August 2014

Muhammed S. Alnsour, Bandar Abu Tayeh and Mohammed Awwad Alzyadat

The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Jordanian telecommunication sector and how this can…

2231

Abstract

Purpose

The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Jordanian telecommunication sector and how this can ultimately affect customer loyalty. Service quality has a very high importance in a sector that is becoming highly competitive.

Design/methodology/approach

The paper uses a survey to asses the service quality from the viewpoint of customers using a stratified sample that consists of customers of each of Jordanian Telecommunication Company. The survey contrasts respondents’ expectations of a service with their perceptions of the service delivered by telecommunication companies.

Findings

The study showed that the telecommunications company needs to understand the Jordanian customer expectations in the light of the unique cultural traits of these customers. This affects that companies’ ability in meeting customer expectations, Loyalty is directly enhanced by achieving service quality and should be one of the main goals for telecom companies.

Research limitations/implications

Some of the findings cannot be generalized across industries or across countries.

Practical implications

The paper will be of interest to Jordanian telecommunication firms to academics investigating the reliability and value of service quality assessment tools.

Originality/value

This study showed that culture can have an impact on customers’ expectations of service quality. This is reflected by the findings about responsiveness and tangibility. Responsiveness was found to be the dimension that has the greatest impact on loyalty within the Jordanian culture, while tangibility has the lowest correlation with loyalty.

Details

International Journal of Commerce and Management, vol. 24 no. 3
Type: Research Article
ISSN: 1056-9219

Keywords

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