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Article
Publication date: 1 June 2005

G.S. Sureshchandar and Rainer Leisten

Though a few critics have questioned the effectiveness of the balanced‐scorecard approach in measuring business performance this approach has taken the academic and

Abstract

Purpose

Though a few critics have questioned the effectiveness of the balanced‐scorecard approach in measuring business performance this approach has taken the academic and business community by storm. However, the approach proposed by Kaplan and Norton is not all‐encompassing as they have overlooked certain critical perspectives in their scorecard. The purpose of present study is to make a small, yet significant stride, to fill this lacuna.

Design/methodology/approach

The present work presents such issues and proposes a conceptual, theoretical framework, called holistic scorecard, for managing performance in the software industry. At the crux of the scorecard are six perspectives that portray a ubiquitous approach for strategic performance management.

Findings

Six perspectives, as well as critical success factors and key performance indicators, are provided. The relevance of these perspectives, especially from the software industry viewpoint, has been authenticated. With respect to each perspective, measures have been proposed that efficiently and effectively address the vital facets of an organisation's business excellence at both the macro and micro levels.

Practical implications

Provides an integrated scorecard for measuring and managing business performance.

Originality/value

The successful diffusion of performance enhancement measures and initiatives throughout the organization is necessary to achieve world‐class competitiveness. The proposed framework aspires to provide a basis for achieving this.

Details

Measuring Business Excellence, vol. 9 no. 2
Type: Research Article
ISSN: 1368-3047

Keywords

Content available
Book part
Publication date: 27 November 2020

Arthur Seakhoa-King, Marcjanna M Augustyn and Peter Mason

Abstract

Details

Tourism Destination Quality
Type: Book
ISBN: 978-1-83909-558-0

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Article
Publication date: 1 July 2002

G.S. Sureshchandar, Chandrasekharan Rajendran and R.N. Anantharaman

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact…

Abstract

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.

Details

Journal of Services Marketing, vol. 16 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 10 April 2009

Panchapakesan Padma, Chandrasekharan Rajendran and L. Prakash Sai

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends…

Abstract

Purpose

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”).

Design/methodology/approach

Based on the existing models and the literature on healthcare services, a framework is proposed to conceptualize and measure hospital service quality.

Findings

Two instruments for measuring the dimensions of hospital service quality, one each from the perspective of patients and attendants, are proposed.

Practical implications

This framework enables hospital managers to understand how patients and their attendants evaluate the quality of healthcare provided in respect of every dimension. A comparison of perceptions between patients and attendants would aid them to allocate resources to various aspects of healthcare, with respect to these two customer groups. Hospital administrators can use the instruments proposed to obtain feedback on their performance on service quality parameters so that they can benchmark themselves with their competitors.

Originality/value

This paper contributes to research on healthcare services by the development of a comprehensive framework for customer (both patient and attendant)‐perceived healthcare quality.

Details

Benchmarking: An International Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 1 February 2002

G.S. Sureshchandar, Chandrasekharan Rajendran and R.N. Anantharaman

The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world…

Abstract

The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, the conceptualization, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies either. A careful examination of the instrument divulges that the factors and the corresponding items are not comprehensive as it appears that the instrument has left out certain important constituents of service quality. In this background, the current research work strives to bring to light some of the critical determinants of service quality that have been overlooked in the literature and proposes a comprehensive model and an instrument framework for measuring customer perceived service quality. The instrument has been designed with specific reference to the banking sector. Data have been collected from customers of banks in a huge developing economy. The proposed instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents.

Details

Journal of Services Marketing, vol. 16 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 4 July 2016

Rateb Sweis, Hannah Diab, Firas Izzat Mahmoud Saleh, Taghrid Suifan and Samer Eid Dahiyat

Since conducting the literature review revealed that assessing quality in secondary schools has been an unexplored territory, and where most educational service quality…

Abstract

Purpose

Since conducting the literature review revealed that assessing quality in secondary schools has been an unexplored territory, and where most educational service quality research studies have mainly focussed on assessing quality from a student’s perspective in higher education, comes into play with a two-fold objective: first, to identify the quality dimensions most vital to students in a developing country such as Jordan, and then to develop a framework consisting of these dimensions; and second, to investigate the extent of satisfaction of students enrolled into international qualifications in Jordan by measuring the gap between expectations and perceptions. The paper aims to discuss these issues.

Design/methodology/approach

A focus group meeting consisting of experts in the field of secondary school education, specifically in internationally recognized qualifications, was conducted. These expert’s objective input helped develop the framework for assessing quality in secondary schools.

Findings

A framework was developed specifically to suit private secondary schools in Jordan with reference to the SERVQUAL model. The resulting questionnaire is intended to be distributed to over 200 students enrolled in an international qualification program among private schools in Jordan.

Research limitations/implications

The framework could be considered as a form of reality check for schools supplying school administrations in Jordan with a suitable tool to measure whether they are exceeding their students’ expectations. This framework might not be applicable to public schools in Jordan, since it was customized to be applied in schools who have adopted international qualification(s).

Originality/value

This study contributes to quality service research that addresses the context of high schools in a developing Middle-Eastern country.

Details

Benchmarking: An International Journal, vol. 23 no. 5
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 23 November 2012

Gurjeet Kaur, Jyoti Sharma and Tejveer Lamba

The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management…

Abstract

Purpose

The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature.

Design/methodology/approach

The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India.

Findings

The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees’ organizational commitment.

Originality/value

TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers’ expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services.

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Article
Publication date: 1 November 2006

Boo Ho Voon

The purpose of this research is to empirically develop a service‐driven market orientation construct and test its relationships with service quality.

Abstract

Purpose

The purpose of this research is to empirically develop a service‐driven market orientation construct and test its relationships with service quality.

Design/methodology/approach

The researcher employs Critical Incident Technique to generate items for the survey instrument. Then, the quantitative‐based descriptive research uses structured questionnaires to capture the perceptions of 558 university students from Malaysia which are used to understand the nature of the customer‐perceived market orientation and its relationship with service quality.

Findings

The results show that the service‐driven market orientation (SERVMO) that consists of six components (customer orientation, competitor orientation, interfunctional orientation, performance orientation, long‐term orientation, and employee orientation) has a significantly strong and positive relationship with service quality.

Research limitations/implications

The SERVMO scale is developed using data from the higher education sector and is yet to be validated in other industries.

Practical implications

The proposed strategic construct and current findings on its relationships with service quality provide practical insights for service managers to monitor their service orientation and enhance service quality.

Originality/value

The newly developed SERVMO scale is originally derived from the customer perception data in the Malaysian higher education sector.

Details

Managing Service Quality: An International Journal, vol. 16 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 4 May 2020

Sumardi Sumardi and Adji Achmad Rinaldo Fernandes

The effect of the quality management system on service performance. The mediating effect of service quality on the influence of the quality management system on service…

Abstract

Purpose

The effect of the quality management system on service performance. The mediating effect of service quality on the influence of the quality management system on service performance. The mediating effect of product characteristics on the influence of the quality management system on service performance.

Design/methodology/approach

The analysis unit of this research were the service organizations/fields presented by each of the experts working in the consulting companies/business entities of construction planners that have Grade 4 qualification and have been the members of Inkindo registered since 2016 and located in the territory of Indonesia. The sample target were the organizations/fields of the consulting companies represented by the permanent experts or skilled manpower working accordingly with the field of construction planning services. This becomes important, considering that the position of experts is crucial to the success and quality of the management of construction planner consulting services. Determination of the use of the sample was based on the rule of thumb in SEM, which amounted to 10 × 20 indicators or 200 respondents.

Findings

There is significant influence between the variables of the quality management system to service quality and company performance, but there is no significant effect on product characteristics. The analysis also showed that mediating effects to service quality or characteristics of the product were not found on the influence of the quality management system to company performance.

Originality/value

The quality management system focuses on earning users’ satisfaction by applying basic principles to the management of good companies. The scope of a broad management system not only revolves around the quality of products making the quality management system very well applied in various types of companies or organizations, but it can also be applied to organizing-related services to customers.

Details

Property Management, vol. 38 no. 3
Type: Research Article
ISSN: 0263-7472

Keywords

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Article
Publication date: 5 September 2016

Olof Wahlberg, Peter Öhman and Christer Strandberg

The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of…

Abstract

Purpose

The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse the strength of the relationship between customer satisfaction with personal advisors and banks.

Design/methodology/approach

A survey composed of items designed to mirror service quality practices used in the mass affluent segment was administered to customers of a major Swedish bank. Statistical analyses of the responses were performed.

Findings

Four service quality dimensions are identified as salient to customer satisfaction: interpersonal behaviour, knowledge, service portfolio, and trust. The relative importance of these dimensions depends on whether customer satisfaction with the personal advisor or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with the personal advisor influences customer satisfaction with the bank and vice versa.

Originality/value

The unexplored separation of service quality provided by the bank and the personal advisor is central to perceived service quality. The study focuses on customer satisfaction in the mass affluent segment, which is an unexplored context different from retail banking.

Details

International Journal of Bank Marketing, vol. 34 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

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