Search results

1 – 10 of over 79000
Article
Publication date: 1 January 1993

Michael D. Richard and Arthur W. Allaway

Addresses two shortcomings of service quality empirical research.Investigates the importance of service quality as a predictor of actualchoice behaviour and examines the…

1806

Abstract

Addresses two shortcomings of service quality empirical research. Investigates the importance of service quality as a predictor of actual choice behaviour and examines the importance of process and outcome quality attributes as predictors of choice. Uses regression analysis to investigate the importance of service quality attributes on choice. Suggests that consumers utilise multiple process and outcome quality attributes in their choices.

Details

Journal of Services Marketing, vol. 7 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 6 July 2021

Paula Jach, Jiju Antony, Scott Paul Thomson, Beth Cudney and Sandra Furterer

The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service

Abstract

Purpose

The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service quality analysis and improvement practices.

Design/methodology/approach

This research is based on quantitative and qualitative data collection. Quantitative data were collected through two questionnaires; the first is based on ranking data: 192 responses and the second on the Kano model: 46 responses. The qualitative data was obtained through 10 semi-structured interviews with senior management from seven bus companies in the UK.

Findings

Findings indicate that VOC differs between PT users and non-users and compared with the perspectives of PT Providers. The research also revealed that VOC plays a crucial role in PT service quality improvement (QI).

Practical implications

The findings can be used by PT service providers to better understand the VOC of PT users and non-users, which will assist in strategic and QI decision-making. Furthermore, an in-depth study of VOC in PT is provided, which progresses the academic field on this topic and advances research in this area.

Originality/value

This research brings new insight into the most important quality attributes for PT users and non-users. Moreover, the paper fundamentally contributes to the literature, which until now had severely limited input pertaining to the role of VOC in PT and little knowledge of service QI tools and practices in this sector.

Details

The TQM Journal, vol. 34 no. 3
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 8 May 2017

Jea-Il Sohn, Su-Han Woo and Taek-Won Kim

The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.

4266

Abstract

Purpose

The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.

Design/methodology/approach

This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.

Findings

Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”

Research limitations/implications

Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.

Practical implications

This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.

Originality/value

This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.

Details

The International Journal of Logistics Management, vol. 28 no. 2
Type: Research Article
ISSN: 0957-4093

Keywords

Article
Publication date: 1 February 2004

Alan Fish and Robert Macklin

This paper reviews the results of an exploratory study designed to examine the perceptions of a random selection of Australian human resource professionals regarding the…

4574

Abstract

This paper reviews the results of an exploratory study designed to examine the perceptions of a random selection of Australian human resource professionals regarding the attributes required of and the quality of service provided by executive search firms (ESFs) and advertised recruitment agencies (ARAs). A total of 109 useable responses were entered and a four‐factor solution was derived employing three factor extraction techniques (principal components analysis (PCA), principal axis factoring (PFA) and maximum likelihood (ML)) for both ESFs and ARAs. Some marginal differences between ESFs and ARAs were identified with respect to required attributes. More importantly the quality of service provided by both ESFs and ARAs was found to be below that required on all factorial attributes and on most individual attributes. Quality differences were found to be significant on all but one factor, and on most individual attributes. In short, the clients of both ESFs and ARAs did not believe the service they received met their requirements. Whilst results should be read with caution due to a relatively low response rate, factorial results do hold up across three factorial extraction techniques and a number of significant results (p<0.001) were derived on paired‐sample t‐tests associated with comparisons of attribute importance and service levels provided. Findings are discussed and the implications for professional practice and future research reviewed.

Details

Personnel Review, vol. 33 no. 1
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 22 June 2010

Claes Högström, Marina Rosner and Anders Gustafsson

The aim of this paper is to understand the differences across various quality dimensions and how these contribute to experienced quality and satisfaction among users.

4346

Abstract

Purpose

The aim of this paper is to understand the differences across various quality dimensions and how these contribute to experienced quality and satisfaction among users.

Design/methodology/approach

The study applies the Kano model of attractive quality to a destination (in this case a snowpark). The fact that the Kano model was used means that a quantitative approach was applied. In total 270 respondents responded to the survey instrument, which in turn was based on qualitative interviews.

Findings

The research shows the great importance of a destination that offers conditions that support specific goals or desired activities in order to achieve customer satisfaction. It also finds that the physical service environment has a major influence on customer satisfaction. Finally, the physical conditions seem to affect the destination's image to a greater degree than the interactions.

Practical implications

In order to create the most attractive offering, managers should focus primarily on the physical service environment.

Originality/value

The Kano model is widely discussed and well known. There are, however, very few applications for which the Kano model has been used, especially with regard to hedonistic services, the motivation for this study. The theoretical contribution of this paper is an extension of Brady and Cronin's model of what creates service quality. In this model, the location or place is added as an important construct for explaining the experience.

Details

Marketing Intelligence & Planning, vol. 28 no. 4
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 5 March 2018

Mariam Shahzadi, Shahab Alam Malik, Mansoor Ahmad and Asma Shabbir

The purpose of this paper is to explore the relationship between restaurant key attributes, customer satisfaction and behavioral intentions. The mediating role of customer…

3348

Abstract

Purpose

The purpose of this paper is to explore the relationship between restaurant key attributes, customer satisfaction and behavioral intentions. The mediating role of customer satisfaction is assessed between restaurants’ key attributes of service quality and behavioral intentions.

Design/methodology/approach

Data were collected from a sample of 296 customers dining in the fine dining restaurants of Pakistan through a self-administered questionnaire. The data were then analyzed through regression analysis and gap analysis. Model fitness was checked in SPSS AMOS through CFA.

Findings

The findings suggest that the key restaurant attributes have a significant positive effect on behavioral intentions. Customer satisfaction partially mediates the relationship between key restaurant attributes and behavioral intentions. The findings also suggest that there is a significant gap between the perceptions of customers regarding the importance and performance of key restaurant attributes.

Practical implications

The result indicates that food taste and environmental cleanliness are the cornerstones of fine dining restaurants’ success in Pakistan and are among the strongest predictor of customer satisfaction and behavioral intentions; while improvement efforts should be made in four key areas, i.e., healthy food option, food freshness, food safety and fair price.

Originality/value

No comparative study has been directed in fine dining restaurants of Pakistan with respect to the key restaurants attributes, i.e., food quality attributes, service quality attributes, atmospheric quality attributes, and other attributes which have been analyzed in the current study. This research was conducted to investigate the perceptions of customers toward the fine dining restaurants of Pakistan to measure the key restaurants’ attributes that influence customers’ satisfaction and their post-dining behavioral intentions. This study will facilitate restaurants’ managers to understand the stronger and as well as the weaker aspects of service quality and permit them to investigate the factors which contribute toward customers’ satisfaction and their post-dining behavioral intentions in order to build and maintain long-term relationship between restaurants and customers.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 3
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 17 May 2022

Dongzhi Chen and Jian-Wu Bi

This study aims to explore how attribute performance and hosts’ service quality attributes affect room sales on peer-to-peer (P2P) platforms from the cue congruence perspective.

Abstract

Purpose

This study aims to explore how attribute performance and hosts’ service quality attributes affect room sales on peer-to-peer (P2P) platforms from the cue congruence perspective.

Design/methodology/approach

More than 9.53 million reviews concerning 258,473 listings located in 35 major cities worldwide were collected from Airbnb. Data was collected from December 2019 to December 2020 and was analysed using a generalised linear model.

Findings

Results show that when attribute performance and hosts’ service quality attributes give positive signals, Airbnb room sales are significantly higher than when the two kinds of cues give inconsistent or negative signals; when attribute performance gives positive signals and hosts’ service quality attributes give negative signals, room sales are higher than when the former gives negative signals and the latter give positive signals; surprisingly, when both kinds of cues give negative signals, room sales are higher than when attribute performance gives positive signals and hosts’ service quality attributes give negative signals.

Research limitations/implications

This paper adds useful insights on understanding of cue congruence (incongruence) effect on room sales of P2P accommodation platforms. This study has practical implications for hosts, online platform managers and guests regarding how to use online strategies and promotions on the Airbnb platform.

Originality/value

This study is an early attempt to explore how the combination of attribute performance and hosts’ service quality attributes affects Airbnb room sales under the conditions of consistency and inconsistency.

Details

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

Keywords

Article
Publication date: 30 November 2021

Anderson Barbosa Lacerda, Augusto Sérgio da Silva Souza, Glycia Keylla Lucia Da Silva, Eduardo H. Malheiros De Azevedo and Fagner José Coutinho De Melo

The present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in…

Abstract

Purpose

The present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the service quality (SERVQUAL) model.

Design/methodology/approach

The research was classified as bibliographic, descriptive, quantitative and surveyable. A structured questionnaire based on the Kano Model integrated with the dimensions of quality proposed by the SERVQUAL model, applied online through Google Forms. The questionnaires were distributed on social networks, obtaining a non-probabilistic sample of 120 individuals, collected for convenience.

Findings

Through the analysis of the Kano Model, it was possible to observe that all the investigated attributes are classified as one-dimensional. Among the attributes that deserve to be highlighted are attributes “Clean and pleasant environment”, “Reliability and security of information”, “Knowledge of employees to perform services”, “Service performed in the promised time”, “Polite and kind staff in dealing with users” and “Effectiveness of the service provided” due to having the longest intervals when considering the satisfaction and dissatisfaction coefficients, above 1.575. These attributes must be considered as critical priorities when implementing improvements, since their presence considerably increases users' satisfaction, as well as their absence generates great dissatisfaction.

Originality/value

The research is original and justified by the potential use of a quality assessment tool in the public health service, especially primary care. It is noteworthy that there are few works that integrate the Kano and SERVQUAL models applied in the public health service and that this integration can contribute to the national and international literature, mainly in the identification and prioritization of areas for improvement.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 7 October 2021

Kai-Chieh Hu, Kai-Chieh Chia, Mingying Lu and Ya-Lan Liang

The purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of…

Abstract

Purpose

The purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.

Design/methodology/approach

The study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.

Findings

The three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.

Originality/value

The study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.

Details

The International Journal of Logistics Management, vol. 33 no. 2
Type: Research Article
ISSN: 0957-4093

Keywords

Article
Publication date: 30 September 2008

Kym Boon, Jill McKinnon and Philip Ross

The paper aims to analyse audit service quality attributes that were perceived to be important in compulsory audit tendering (CAT) in local councils in New South Wales…

4120

Abstract

Purpose

The paper aims to analyse audit service quality attributes that were perceived to be important in compulsory audit tendering (CAT) in local councils in New South Wales (NSW). It focuses principally on whether CAT leads to an impairment of auditor independence and audit quality.

Design/methodology/approach

A questionnaire survey was conducted of 235 NSW local council finance professionals and 35 local council internal auditors in May 2006.

Findings

The most important attributes in evaluating audit service quality were industry expertise, audit firm experience with a council, technical competence, independence, ethical standards and due care. The least important attributes were scepticism, freshness of perspective, audit firm size, and non‐audit services. There is considerable consistency in the findings with those in non‐CAT contexts.

Research limitations/implications

The paper is subject to the general limitations of the survey questionnaire method. A further limitation is that audit quality was assessed using perceptions of audit service quality by preparers of local council financial statements, rather than by users of those statements.

Practical implications

Audit firms will be better able to understand the audit service quality attributes valued by local council clients, to differentiate their promotional and service‐provision strategies, improve their audit quality, and better satisfy local council clients. Concerns that CAT may impair audit independence and audit quality do not appear to be founded.

Originality/value

Because the results are generally consistent with findings in non‐CAT contexts, there can be more confidence in CAT as a regulatory form of audit procurement.

Details

Accounting Research Journal, vol. 21 no. 2
Type: Research Article
ISSN: 1030-9616

Keywords

1 – 10 of over 79000