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Article
Publication date: 1 June 1996

Mohammad S. Owlia and Elaine M. Aspinwall

In any quality improvement programme, measurement plays a vital role as it provides information for decision making. Finding the characteristics of quality is a…

11358

Abstract

In any quality improvement programme, measurement plays a vital role as it provides information for decision making. Finding the characteristics of quality is a prerequisite for the measurement process. Despite recent research on general service’s quality dimensions, little work has been concentrated on public services and in particular higher education. Examines conceptual models proposed for different environments for consistency with higher education. Reviews quality factors found in the relevant literature and presents a new framework for the dimensions of quality in higher education.

Details

Quality Assurance in Education, vol. 4 no. 2
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 1 June 2002

Rose Sebastianelli and Nabil Tamimi

Uses survey results from a national sample of quality managers to examine the relationship between how a firm defines quality and what product quality dimensions it…

18219

Abstract

Uses survey results from a national sample of quality managers to examine the relationship between how a firm defines quality and what product quality dimensions it considers important to its competitive strategy. Garvin proposed a well‐known framework for thinking about product quality based on eight dimensions: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Alternative definitions of quality have evolved from five different approaches: transcendent, product‐based, user‐based, manufacturing‐based, and value‐based. Of the five approaches to defining quality, the manufacturing firms in our sample subscribed most often to the user‐based definition. Using regression analysis within a factor analytic framework, some empirical support was found for hypothesized linkages between the product quality dimensions and the alternative definitions of quality. Specifically, the user‐based definition was related significantly to aesthetics and perceived quality, the manufacturing‐based definition to conformance, and the product‐based definition to performance and features.

Details

International Journal of Quality & Reliability Management, vol. 19 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 25 May 2012

Riadh Ladhari

The purposes of this study are: to examine the reliability and validity of the lodging quality index (LQI); and to assess the relative importance of the five dimensions of…

2507

Abstract

Purpose

The purposes of this study are: to examine the reliability and validity of the lodging quality index (LQI); and to assess the relative importance of the five dimensions of the LQI in the Canadian hotel context. The LQI was developed by Getty and Getty and published in 2003 in the International Journal of Contemporary Hospitality Management.

Design/methodology/approach

Data are collected from 200 Canadian respondents who had stayed in a hotel in Canada within the preceding three months. Data are examined using confirmatory factor analysis and regression analysis.

Findings

The findings support the reliability and the validity of the LQI's structure of five dimensions. The scale is shown to be a reliable instrument for measuring overall service quality and for predicting the satisfaction and behavioral intentions of hotel guests. In terms of the importance of the five dimensions, the study finds that “tangibility” and “communication” are the most important.

Originality/value

This is the first independent assessment of the reliability and validity of the LQI scale. The research provides valuable insights for hotel managers in Canada. Hoteliers should focus their efforts on the provision of good service quality on “tangibility” and “communication”.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 29 June 2010

Anupam Das, Vinod Kumar and Gour C. Saha

This research aims to examine the applicability of the Retail Service Quality Scale (RSQS) in retail stores in Kazakhstan, a country of the Commonwealth of Independent…

2287

Abstract

Purpose

This research aims to examine the applicability of the Retail Service Quality Scale (RSQS) in retail stores in Kazakhstan, a country of the Commonwealth of Independent States (CIS) that is in the transition stage from a controlled economy to a market economy. This research also attempts to identify the dimensions and sub‐dimensions that contribute to increasing the customer base.

Design/methodology/approach

A sample of 220 shoppers from department stores, discount stores, and supermarkets in Almaty city, Kazakhstan, was surveyed to examine the validity and reliability of the five dimensions (physical aspects, reliability, personal interaction, problem solving, and policy) and six sub‐dimensions (appearance, convenience, promises, doing‐it‐right, inspiring confidence and courteousness/helpfulness) of RSQS. The findings are cross‐validated hierarchically using confirmatory factor analysis (CFA). Step‐wise regression methods are used to identify the dimensions and sub‐dimensions contributing to increasing the customer base.

Findings

The research finds that the RSQS structure is a good fit in the Kazakhstan retail setting. The five dimensions and six sub‐dimensions together provide significant usefulness in measuring the quality of retail services. The research also finds that while all the dimensions and sub‐dimensions have a positive relationship, two dimensions (personal interaction, physical aspects) and one sub‐dimension (inspiring confidence) are strongly related to increasing the customer base through return customers and word of mouth from satisfied customers.

Research limitations/implications

The present study does not distinguish applicability of the RSQS in the different formats of the retail store. Future research should examine the impact of the different retail formats in using the scale for measuring retail service quality.

Practical implications

Prospective and existing retail service providers who place a high priority on quality can use this instrument to track the high growth potential of the retail sector in CIS countries. It will help to measure their services and increase their customer base by targeting the appropriate dimensions and sub‐dimensions.

Originality/value

The authors believe that this research reveals new insights about the retail sector in the context of CIS countries. This research also has managerial and research implications for designing and formulating operations strategy in providing retail services for new markets.

Details

International Journal of Quality & Reliability Management, vol. 27 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 17 January 2019

Saikat Deb and Mokaddes Ali Ahmed

The purpose of this paper is to estimate and compare the service quality of the city bus service measured by two different approaches which are subjective service quality

Abstract

Purpose

The purpose of this paper is to estimate and compare the service quality of the city bus service measured by two different approaches which are subjective service quality dimensions and objective service quality dimensions.

Design/methodology/approach

The objective service quality dimensions have been estimated based on the benchmarking technique provided by the Ministry of Urban Development, India. For the analysis of subjective service quality dimensions, a questionnaire survey has been conducted to measure the users’ satisfaction and dissatisfaction about the service. The questionnaire consists of users’ socioeconomic characteristics and 23 questions related to city bus service quality dimensions. Questionnaire data have been analyzed by factor analysis, regression analysis and path analysis to find out the indicators representing subjective service quality dimensions. Finally, the overall service quality of the bus service has been determined based on both the measures.

Findings

The study indicates that the overall service quality of the bus service is different for subjective and objective analyses. While the objective measures show that the service quality is very good, the subjective measures indicate that the service is not doing well.

Research limitations/implications

The analysis of the subjective dimensions is complicated. Analysis of the subjective dimensions needed more expertise and resources than the objective analysis.

Originality/value

In this study, the estimated service quality of the bus service is more reliable than the other methods as it comprises of both operators’ perspective and passengers’ expectations from the service.

Details

Benchmarking: An International Journal, vol. 26 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 1 December 2003

Zhilin Yang, Robin T. Peterson and Shaohan Cai

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer…

6007

Abstract

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique contents of each service quality dimension relate to Internet commerce are examined and discussed. Further, the analysis uncovered a number of contributors to consumer satisfaction and dissatisfaction. The most frequently‐mentioned service attributes resulting in consumer satisfaction were responsiveness, credibility, ease of use, reliability, and convenience. On the other hand, different dimensions including responsiveness, reliability, ease of use, credibility, and competence, were likely to dissatisfy online consumers. Finally, this paper provides various managerial implications and recommendations which may suggest avenues for improving service quality in Internet retailing and, as a corollary, expanding experiences by consumers.

Details

Journal of Services Marketing, vol. 17 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

Abstract

Details

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

Abstract

Details

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

Article
Publication date: 9 May 2022

Mohammadreza Esmaeili Givi, Hamid Keshavarz and Zahra Kargar Azad

Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify…

Abstract

Purpose

Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify features of high priority for quality improvement. For doing so, the current research was conducted in the context of the E-learning website of the most prestigious university in Iran, namely, the University of Tehran.

Design/methodology/approach

The main question was which of the three groups of basic, performance and excitement factors has the required dimensions of the quality of the website based on the model WebQual 4.0 by considering Kano’s user satisfaction model and impact–performance analysis. This is a descriptive survey, applied and cross-sectional study. The study population included Tehran University’s students who enrolled in virtual courses in the academic year 2020–2021 from which a sample of 457 students was selected. The data collection tool was the questionnaire of Webqual 4.0, as well as a researcher-made questionnaire to measure end-user satisfaction.

Findings

Using structural equation modeling and multiple regression, the findings showed that the customer’s overall satisfaction with the mentioned website is primarily affected by the feature interaction with services, including the two structures of trust and empathy, and then the dimensions of usability and quality of information. Examining the Webqual 0.4 dimensions indicated that the website usability dimension is a part of the high-performance excitement factors group, the information quality dimension is a part of the high-performance basic factors group and the website interaction dimension is in the low-performance basic factors group.

Originality/value

The research is highly innovative taking the theoretical model of Kano and methodological investigation of asymmetric impact–performance analysis into consideration alongside the WebQual 4.0 as a fundamental model for website assessment. Moreover, the research was conducted on an E-learning website, which is unique and a necessity amid the COVID-19 pandemic.

Details

Information Discovery and Delivery, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-6247

Keywords

Article
Publication date: 6 March 2017

Hung-Che Wu

The purpose of this paper is to identify the dimensions of experiential quality and examining the interrelationships among experiential quality, experiential satisfaction…

7308

Abstract

Purpose

The purpose of this paper is to identify the dimensions of experiential quality and examining the interrelationships among experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty using a multi-dimensional and hierarchical model as a framework perceived by coffee chain customers.

Design/methodology/approach

The data used in this study were based on a sample of 428 customers at Starbucks in Taipei City of Taiwan. Data were analyzed using exploratory factor analysis and confirmatory factor analysis.

Findings

The findings reveal that there are four primary dimensions and 13 sub-dimensions of experiential quality in a coffee chain. In addition, the results indicate that affective quality is identified as the most primary dimension of experiential quality perceived by coffee chain customers. Experiential quality significantly influences perceived value and experiential trust, respectively. Also, experiential satisfaction is influenced by perceived value, experiential quality and experiential trust. Furthermore, experiential satisfaction and experiential trust are determinants of experiential loyalty.

Originality/value

This is the first study identifying experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty in the context of coffee chains.

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