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Article
Publication date: 1 March 1997

Jennifer Rowley

Suggests that an essential prerequisite to the design of instruments for measuring quality in higher education is an appreciation of the complexities associated with the…

Abstract

Suggests that an essential prerequisite to the design of instruments for measuring quality in higher education is an appreciation of the complexities associated with the nature of quality measurement and enhancement in higher education. The central role of perceptions and expectations and the complexity of the contributions of the different types of customer are crucial. Explores the following issues: what quality is, which quality is important, and the ownership of quality. Identifies aspects of the educational experience that differentiate education from other service experiences as including exclusivity of access; the role of the customer in the process and the longitudinal nature of the educational experience. Proposes the concept of a service contract, to be established in the first instance with students, as one approach to managing expectations and perceptions in order to generate more positive quality judgements.

Details

Quality Assurance in Education, vol. 5 no. 1
Type: Research Article
ISSN: 0968-4883

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Article
Publication date: 1 October 2001

Stewart Black, Senga Briggs and William Keogh

Provides an overview of UK public and private sector organisations’ use of performance information relating to service quality. While they have made some headway in…

Abstract

Provides an overview of UK public and private sector organisations’ use of performance information relating to service quality. While they have made some headway in improving the range of performance information they have available, and in their use of such information, significant problems remain. These problems include those of: conceptual mis‐development; limitations in recognising the needs of different stakeholders for such information; data shortage difficulties; and both technical and analytical under‐development of practice. Assesses the outlook for development of greater understanding of service quality measurement and makes a number of suggestions for dealing with these problems.

Details

Managerial Auditing Journal, vol. 16 no. 7
Type: Research Article
ISSN: 0268-6902

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Article
Publication date: 1 June 2003

Leigh Robinson

Public leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer…

Abstract

Public leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer expectations, growing competition and government legislation. This paper presents the findings of a survey carried out in the UK, investigating the role of quality schemes in public leisure services. The study shows that a significant proportion of public leisure service providers are using quality schemes to manage the quality of their facilities. In addition, the findings show that managers are using quality schemes to improve customer satisfaction and improve management effectiveness. Finally, the study provides evidence of the positive effect of quality schemes upon service delivery aspects of these facilities, but little evidence of the financial advantages of such schemes.

Details

Managing Service Quality: An International Journal, vol. 13 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 April 1992

Ellen Day

Reports on a study attempting to understand whether, and how,service providers try to communicate quality of their services viaadvertising. Finds that few quality cues are…

Abstract

Reports on a study attempting to understand whether, and how, service providers try to communicate quality of their services via advertising. Finds that few quality cues are present in magazine advertising for services. Offers examples and suggestions for the effective conveying of quality through advertising messages.

Details

Journal of Services Marketing, vol. 6 no. 4
Type: Research Article
ISSN: 0887-6045

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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

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Article
Publication date: 1 February 1997

Sherriff T.K. Luk

Competition in Hong Kong’s tourism market is very intense and local travel agencies have to improve the quality of their service in order to enhance their competitive…

Abstract

Competition in Hong Kong’s tourism market is very intense and local travel agencies have to improve the quality of their service in order to enhance their competitive edge. This industry‐specific research examines the relationship between marketing culture and the perceived service quality of outbound tours. The author sampled tour escorts and asked them to describe the patterns and characteristics of their firms’ marketing culture. Tour members who had just returned from outbound tours were also sampled for the measurement of their perceptions of the quality of tours. The findings indicate a positive relationship between marketing culture and service quality. High quality service can be delivered when a travel agency successfully fosters a customer‐oriented marketing culture characterized with a strong emphasis on service quality orientation and interpersonal relationships. In a high‐contact service business such as tourism service, marketers must understand that commitment to quality service and service mentality are integral elements in the firm’s culture and that a positive attitude towards interpersonal relationships must be held by service employees.

Details

International Journal of Contemporary Hospitality Management, vol. 9 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 June 1988

John Haywood‐Farmer

A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification…

Abstract

A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.

Details

International Journal of Operations & Production Management, vol. 8 no. 6
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 27 March 2007

Ashok Kumar Sahu

The aim of this study is to measure the perceptions of the Jawaharlal Nehru University (JNU) library users as they relate to quality service and to determine how far the…

Abstract

Purpose

The aim of this study is to measure the perceptions of the Jawaharlal Nehru University (JNU) library users as they relate to quality service and to determine how far the JNU library has succeeded in delivering such service to its users.

Design/methodology/approach

The research was carried out among the students and faculty members of the JNU. A questionnaire was used as the data gathering instrument. The instruments for data collection consisted of structured questions. All the closed ended questions were designed to elicit responses on a five point Likert scale to measure both respondent satisfaction and perception of service quality. Analysis of the collected data made use of the chi‐square method.

Findings

The results would appear to indicate that the JNU library is not lacking in quality of service. However, we need to note that quality information service is about helping users to define and satisfy their information needs, building their confidence in using information retrieval systems, and making the whole activity of working with library staff a pleasurable experience. To achieve total quality in information service the JNU library should provide a comprehensive information programme that is predicated on the needs and activities of the users.

Originality/value

This study may help those libraries, who are seriously interested to develop user satisfaction and provide better service to the user. This study also suggests some recommendations about increasing the user satisfaction in the library service.

Details

Library Review, vol. 56 no. 3
Type: Research Article
ISSN: 0024-2535

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Article
Publication date: 1 April 1984

Christian Grönroos

Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks…

Abstract

Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.

Details

European Journal of Marketing, vol. 18 no. 4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 8 June 2012

Zhuo Zhang and Yanyu Wang

The purpose of this paper is to establish a three‐dimensional service house of quality (HOQ). The new service HOQ adds a dimension of quality economics to solve the…

Abstract

Purpose

The purpose of this paper is to establish a three‐dimensional service house of quality (HOQ). The new service HOQ adds a dimension of quality economics to solve the problems of economic evaluation in the process of transferring customer requirements into service characteristics by traditional HOQ.

Design/methodology/approach

Based on the traditional two‐dimensional HOQ, this paper constructs a three‐dimension service HOQ by adding an economic dimension into the traditional structure, so that the transformation process from customer requirements into service characteristics can be evaluated with quality economic perspective. The key concern of this new model is to balance the quality improvement and economic gain of a service. The other improvement of this paper is that it uses structural equations to present the coefficient matrix in the new HOQ model to avoid human errors in the evaluation. A case study is used to verify the effectiveness of the new model.

Findings

Quality gains and costs should be considered in service design and quality improvement. The three‐dimensional service HOQ uses the dimension of quality economics to balance customer requirements and service characteristics, which is more effective than the traditional one.

Practical implications

The method exposed in the paper can be used by service companies for decision making in service design and quality improvement.

Originality/value

This paper establishes a new three‐dimensional HOQ, by which quality economics can be effectively analyzed in service design and quality improvement.

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