The purpose of this paper is to focus on ascertaining whether and how groups based on demographic variables (age, gender, education level, and family income) differs for…
The purpose of this paper is to focus on ascertaining whether and how groups based on demographic variables (age, gender, education level, and family income) differs for dimensions of customer experience quality in the Indian retail store context.
A 23 items instrument was distributed to retail store customers. Demographic variables were age, gender, education level, and family income. Finally, the analysis was performed on 346 responses. ANOVA test was performed to find out the significant difference between the groups based on demographic variables with respect to components of customer experience quality in the Indian retail store context.
Analysis revealed that some categories of demographic variables differ with respect to dimensions of customer experience quality in the Indian retail store context.
Authors believe that this is the first study, which applies EXQ model in India retail context.
The purpose of this paper is to identify the service quality dimensions that play an important role in patient satisfaction in campus clinics in Delhi; assess student satisfaction with service; and suggests ways to improve areas of dissatisfaction.
A questionnaire was distributed to students who had completed at least two consultations at the college clinic. Convenience sampling was used to approach respondents. The questionnaire uses modified SERVQUAL and other instruments, including original dimensions and those constructed through detailed discussions. Factor analyses, reliability tests and the Kaiser-Meyer-Olkin measure of sampling adequacy were conducted. The final sample had a total of 445 respondents.
After factor analysis, the authors found that the dimensions affecting patient satisfaction are: staff professionalism; clinic staff reliability; clinic accessibility and basic facilities; tangibles; cleanliness; awareness of the clinic/diseases and how clinic staff deals with emergencies. Most students were satisfied with the professionalism of the clinic staff. More than 70 percent of the respondents reported that the clinic staff paid good attention to them. The campus clinic was deemed reliable by more than 50 percent of respondents. The students found the clinic's location convenient, with more than 50 percent supporting its location. However, there was dissatisfaction among the students regarding the tangibles of the clinic, with more than 50 percent favoring upgrading. There was satisfaction among the respondents regarding the availability of the doctor after clinic hours, but contact details for the clinic staff were not easily accessible on campus. More than 60 percent of respondents were satisfied with the cleanliness of the campus clinic. More than 50 percent felt that the campus clinic was not equipped to deal with emergencies efficiently. At the same time, 90 percent of respondents reported the availability of referral facilities in case of emergencies.
The authors believe that this is the first study conducted to assess patient satisfaction in the campus clinics of engineering institutes in Delhi region. This paper provides valuable information to college clinic administrators.