Search results

1 – 10 of over 105000
Article
Publication date: 18 September 2018

Qingkui Xi, Heng Zhao, Yitao Hu, Yunjuan Tong and Ping Bao

This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the…

Abstract

Purpose

This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two assessment models.

Design/methodology/approach

First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared.

Findings

The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves.

Originality/value

This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.

Details

The Electronic Library, vol. 36 no. 6
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 17 February 2023

Raksmey Sann, Pei-Chun Lai, Shu-Yi Liaw and Chi-Ting Chen

This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education…

Abstract

Purpose

This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education during the pandemic.

Design/methodology/approach

Two studies applied a mixed-method design to develop and validate the UNIQUAL scale. In-depth interviews and literature reviews were conducted to refine the initial dimensions and items of UNIQUAL in Study 1. Item analysis, EFA and CFA were then conducted to purify item refinement, scale refinement, purification and validation in Study 2. Finally, a confirmed UNIQUAL model was analyzed via partial least squares structural equation modeling (PLS-SEM) using Smart-PLS 4.0.

Findings

The research confirms the four-factor structure of UNIQUAL, with a total of 16 items, to be a valid and reliable scale for the assessment of the service quality (SQ) of universities. Having adopted the bias-corrected and accelerated (BCa) bootstrap approach to study 5,000 subsamples from 27 countries, the authors found “responsiveness” and “empathy” to be significantly associated and have positive relationships with students' satisfaction with university SQ. Furthermore, university SQ and satisfaction were mediated by “health and safety” concerns.

Practical implications

The newly developed UNIQUAL scale would be of value to educators and authorities of higher education to assess the SQ of their universities to enhance the effectiveness of student learning. The improvement in satisfaction with higher education's SQ ultimately helps in retaining both international and local students amidst concerns about traveling and studying during the pandemic.

Social implications

COVID-19 has affected the private and public sectors worldwide. Millions of students have been affected by schools being shut down and substituted with distance-learning programs. Thus, the assessment of the quality of university services has become an important support mechanism for retaining the sustainability of higher education.

Originality/value

The UNIQUAL scale provides a conceptual model and validates an assessment tool. The research hypotheses confirm the relationship between university SQ and satisfaction from the perspective of international students.

Details

Journal of Hospitality and Tourism Insights, vol. 6 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 20 August 2020

Md. Jahangir Alam and Muhammad Mezbah-ul-Islam

The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and…

Abstract

Purpose

The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and researchers.

Design/methodology/approach

A model was developed, including 28 statements of five dimensions using the SERVQUAL instrument. It incorporated three segments, i.e. minimum service expectation, desired service expectation and actual service performance with a seven-point Likert scale. The minimum service expectation and desired service expectation appear at both ends of the tolerance zone, which represents the range of satisfactory service performance. A performance level upper tolerance zone could delight users, or service performance below the tolerance zone would cause dissatisfaction. A survey was conducted among 552 respondents from ten private university libraries of Bangladesh to validate the model.

Findings

Several statistical methods like Cronbach’s alpha (0.986), Bartlett’s test (0.001), rotation sums of squared loadings (74.26) in factor analysis, item loading (0.671‐0.839), commonalities (0.579‐0.859), Kaiser–Meyer–Olkin value (0.971), construct reliability (0.862‐0.910) and AVE value (0.510‐0.660) supported reliability and validity of the model. The actual service performance of all dimensions existed within the tolerance zone of the respective dimensions. Besides, the overall service performance (5.11) resided within the tolerance zone (4.73‐5.84), indicating the users were satisfied with the service provided by their libraries.

Originality/value

The model was developed in the current context of university libraries, which produced appropriate results. It will prompt further research on service quality assessment in academic libraries globally.

Details

Global Knowledge, Memory and Communication, vol. 70 no. 4/5
Type: Research Article
ISSN: 2514-9342

Keywords

Article
Publication date: 23 June 2021

Serkan Altuntas, Türkay Dereli and Zülfiye Erdoğan

This study aims to propose a service quality evaluation model for health-care services.

625

Abstract

Purpose

This study aims to propose a service quality evaluation model for health-care services.

Design/methodology/approach

In this study, a service quality evaluation model is proposed based on the service quality measurement (SERVQUAL) scale and machine learning algorithm. Primarily, items that affect the quality of service are determined based on the SERVQUAL scale. Subsequently, a service quality assessment model is generated to manage the resources that are allocated to improve the activities efficiently. Following this phase, a sample of classification model is conducted. Machine learning algorithms are used to establish the classification model.

Findings

The proposed evaluation model addresses the following questions: What are the potential impact levels of service quality dimensions on the quality of service practically? What should be prioritization among the service quality dimensions and Which dimensions of service quality should be improved primarily? A real-life case study in a public hospital is carried out to reveal how the proposed model works. The results that have been obtained from the case study show that the proposed model can be conducted easily in practice. It is also found that there is a remarkably high-service gap in the public hospital, in which the case study has been conducted, regarding the general physical conditions and food services.

Originality/value

The primary contribution of this study is threefold. The proposed evaluation model determines the impact levels of service quality dimensions on the service quality in practice. The proposed evaluation model prioritizes service quality dimensions in terms of their significance. The proposed evaluation model finds out the answer to the question of which service quality dimensions should be improved primarily?

Details

Kybernetes, vol. 51 no. 2
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 1 February 2001

Marco Antonio Robledo

The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study…

22899

Abstract

The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to measure the service quality of three international airline companies. The validity and reliability of the six different models is examined: it is concluded that unweighted SERVPEX methods are superior to the others. The dimensionality of quality in airlines is explored and three factors appear as determinants: tangibility, reliability, and customer care. The author states that understanding customer expectations is a prerequisite for delivering superior service, since customers evaluate service quality by comparing their perceptions of the service with their expectations. As a result, a model to manage expectations is proposed. A set of research directions is offered.

Details

Managing Service Quality: An International Journal, vol. 11 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 2 October 2007

Robert Spencer and John Hinks

The purpose of this paper is to report on a study based around a commercial facilities management (FM) service provider's creation of an internal benchmark of how services for an…

1499

Abstract

Purpose

The purpose of this paper is to report on a study based around a commercial facilities management (FM) service provider's creation of an internal benchmark of how services for an acute hospital perform in terms of service quality.

Design/methodology/approach

The paper presents findings of a hard and soft FM application of the widely‐recognised SERVQUAL performance assessment tool; including its use and usefulness in a healthcare FM context. The paper proceeds to a conceptual discussion on emergent issues. It offers a questioning framework which the authors identify requires further study and debate but raises potentially profound issues for FM. Further replication‐related and conceptual development research is underway.

Findings

Principally, the paper discusses the emergence and significance of the psychological phenomenon of cognitive dissonance within the datasets for the private finance initiative hospital case study. The paper also briefly discusses the scope for using the service consumers' zone of tolerance as a management datum.

Practical implications

The paper concludes with a discussion on the implications of cognitive dissonance, which we believe poses radical and hitherto‐unaddressed questions about the appropriateness of some core aspects of POE, satisfaction measurement used in FM contract management, and the wider FM performance management paradigm. This appears to open a whole new perspective for soft FM and FM service integrators.

Originality/value

The paper challenges the conventions and major assumptions of the FM service quality assessment paradigm. It suggests cross disciplinary implications for the FM research field, and is relevant to suppliers, clients, facilities managers, service consumers, and customers, including procurement manager. Overall, the paper raises a lot of questions about the FM service quality management paradigm(s) and assumption(s).

Details

Journal of Facilities Management, vol. 5 no. 4
Type: Research Article
ISSN: 1472-5967

Keywords

Article
Publication date: 2 February 2021

Dharmendra Trivedi, Atul Bhatt, Mayank Trivedi and Pankajray Vinodchandra Patel

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further…

1049

Abstract

Purpose

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study.

Design/methodology/approach

The data collection was done through a survey questionnaire based on the 22 attributes of four e-Service quality dimensions rated on five-point Likert scale. The sample population consisted of 239 respondents comprising of different categories of users of university library.

Findings

The results of this study indicated that all four dimensions rated by the users fell between mean score 3 to 4 (good), the highest score was received in dimension online public access catalogue (OPAC) and internet service with followed by Library website, Library electronic equipment’s and e-User education. Out of total 22 e-Service quality attributes, none of the attributes received score above 4 (excellent), which indicates that still university library need to improve the current performance of e-Service quality and to take remedial steps to enhance the existing e-services and infrastructure.

Practical implications

Findings from this study could assist university library authority to sustain and enhance performance of e-Services that could achieve the core journey of the modern university libraries.

Originality/value

This study was the first endeavour for measurement of the performance of e-Service quality and related infrastructure of federal university libraries in India.

Details

Digital Library Perspectives, vol. 37 no. 4
Type: Research Article
ISSN: 2059-5816

Keywords

Article
Publication date: 13 December 2022

Md. Jahangir Alam and Muhammad Mezbah-ul-Islam

The study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM).

Abstract

Purpose

The study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM).

Design/methodology/approach

This study developed an SEM method based on SERVQUAL, LibQUAL+ and SERVPERF instruments, including 30 items under five service quality dimensions and eight satisfaction items with the 7-point Likert scale to appraise the impact of library service quality dimensions on user satisfaction. For this purpose, a survey was carried out among 437 students, 52 MPhil/PhD researchers and 32 teachers of the nine selected public university libraries of Bangladesh through a structured questionnaire. The SEM approach included path analysis, confirmatory and exploratory factor analysis, as well as construct reliability and validity where user satisfaction was used as the dependent variable, and five service quality dimensions were applied as independent variables.

Findings

This model was identified as significant and clarified 58% of the total variation in user satisfaction. The study findings indicated that resources of the libraries, staff competence, demeanor approach and tangible facilities of the public university libraries have a significant impact on user satisfaction.

Originality/value

An initiative has been taken for the first time to ascertain the impact of library service quality on user satisfaction applying the SEM approach in Bangladesh. Moreover, it creates an avenue to prompt future studies on the structural relationship between user satisfaction and service quality dimensions in academic libraries globally.

Details

Performance Measurement and Metrics, vol. 24 no. 1
Type: Research Article
ISSN: 1467-8047

Keywords

Article
Publication date: 1 January 2006

Mike Donnelly, Neil J. Kerr, Russell Rimmer and Edward M. Shiu

The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in…

8795

Abstract

Purpose

The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in public services is fraught with difficulty – especially in public services where customers are vulnerable citizens whose contact with the service may be limited.

Design/methodology/approach

The paper reports on a SERVQUAL survey of elected representatives serving the area covered by Strathclyde Police Force. The survey captures respondents' expectations of an excellent police service and compares these with their perceptions of the service delivered by Strathclyde Police. The paper also reports on a parallel SERVQUAL survey of police officers in Strathclyde to examine how well the force understands its customers' expectations and how well its internal processes support the delivery of top quality policing services.

Findings

While there is a significant shortfall in meeting customer expectations, the police force appears to have a good understanding of what these expectations actually are. There also appear to be gaps in the formalisation of service quality standards, in the force's ability to meet established standards, and in its ability to deliver the level of service it promises to customers.

Research limitations/implications

A key technical result is that the primary SERVQUAL instrument appears to be internally consistent but lacks discriminatory validity between the five SERVQUAL dimensions in this service arena.

Practical implications

The paper will be of interest to strategic and operational police service managers and to academics investigating the reliability and value of service quality assessment tools.

Originality/value

The paper reports an original application of the SERVQUAL approach to police services.

Details

Policing: An International Journal of Police Strategies & Management, vol. 29 no. 1
Type: Research Article
ISSN: 1363-951X

Keywords

Article
Publication date: 14 July 2020

Seyyed Habibollah Mirghafoori, Hossein Sayyadi Tooranloo and Sepideh Saghafi

In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy…

Abstract

Purpose

In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy environment. Assessment of electronic service quality (ESQ) of libraries is significantly important according to their major roles. It should be noted that the ESQ has a significant impact on customer satisfaction, which improves organizational performance. Accordingly, low ESQ means waste of organizational resources and poor user satisfaction. So, there is a dire need to reflect reasons inducing failure modes in academic library ESQ. Thus, investigation of failure modes affecting academic library ESQ is highly important. One solution in this area is utilization of the intuitionistic fuzzy (IF) failure mode and effects analysis (FMEA) as one of the widely used methods for prediction and identification of failure modes.

Design/methodology/approach

The present study in terms of objective is applied and in terms of the type of method is descriptive-analytical. The research sample included four experts of Yazd academic Libraries (Iran). To collect data, three types of questionnaires were distributed among experts. The purpose of the first questionnaire was to identify and reach an agreement on e-library failure modes. Type II questionnaire was used to determine the importance of identified risk factors and Type III questionnaire was used to prioritize the factors.

Findings

Results indicate that the difficulty of using websites, lack of provided information feedback to users and lack of links on the website to users' are the main priorities for improving ESQ in the studied academic libraries.

Originality/value

In this approach, the Intuitionistic fuzzy Elimination Et Choix Traduisant la REalité and technique for order of preference by similarity to ideal solution method were used to rank failure modes in academic library ESQ within the FMEA framework.]

1 – 10 of over 105000