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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…

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

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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.

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

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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…

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

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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.

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

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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…

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

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Article
Publication date: 13 May 2021

Ajith Tom James

The purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.

Abstract

Purpose

The purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.

Design/methodology/approach

A hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), is applied for service quality benchmarking.

Findings

Amusement parks are centers of attraction at various tourist destinations across the world. Their service quality is constituted by the attainment of certain quality attributes that varies with different parks. For sustaining in the industry, the managers of the parks need to have a good overview of the practices followed by them and their competitors that necessitate benchmarking of the service quality.

Practical implications

The developed framework using the hybrid methodology of AHP and TOPSIS can be applied for comparing different amusement parks based on quality attributes, which will help the organizers in improving their service quality.

Originality/value

The paper identifies various service quality attributes of amusement parks and an evaluation scheme for those attributes had been developed. Based on these, a framework had been developed for benchmarking of service quality of different amusement parks.

Details

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

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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…

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

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Article
Publication date: 1 August 2003

Ching‐Chow Yang

The improvement of service quality has become a major strategy for improving competitiveness. The identification of customers’ requirements and the measurement of…

Abstract

The improvement of service quality has become a major strategy for improving competitiveness. The identification of customers’ requirements and the measurement of satisfaction levels are therefore two crucial activities for enterprises. However, firms frequently fail to understand customer requirements, and the usual methods for measuring customer satisfaction are incomplete. The present research establishes an integrated model for achieving multiple targets in measuring service quality, i.e. to identify the important quality attributes that are identified by customers; to understand customer satisfaction levels with respect to these quality attributes; to discover the difference between employees’ perceptions and the customers’ perceptions of these quality attributes; to use the analytic results to improve service quality; and to identify the categories of Kano’s model of each quality attribute that can be used as critical reference on quality decisions. This integrated model is valuable for practical implementation in industries, and as an important reference for academic research on service quality.

Details

Managing Service Quality: An International Journal, vol. 13 no. 4
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 11 December 2018

Ching-Chan Cheng, Ya-Yuan Chang, Ming-Chun Tsai, Cheng-Ta Chen and Yu-Chun Tseng

This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and…

Abstract

Purpose

This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants.

Design/methodology/approach

This study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants.

Findings

The results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality.

Originality/value

The contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 March 2005

Teck‐Yong Eng and Outi Niininen

Aims to examine the services and facilities provided by public parks revealing that the attributes corresponding to performance of service delivery involve the interaction…

Abstract

Purpose

Aims to examine the services and facilities provided by public parks revealing that the attributes corresponding to performance of service delivery involve the interaction between non‐human aspects of physical environment and emotional experience of users which differ from common human aspects of service quality. Also, a service quality programme without reference to other service providers can easily lead to misguided or counterproductive service improvement strategies.

Design/methodology/approach

The present study suggests an integrative approach to diagnosing service quality of public parks that comprises an assessment of performance outcomes and desires to obtain a more comprehensive understanding of service quality and visitor satisfaction as regards frequent users and low users of public parks. Measures pertaining to this approach were examined by a survey of nine public parks in the county of Derbyshire in the UK.

Findings

The results show the effect of individual attributes on visitor satisfaction and their diagnostic value for service improvements. The analysis of desires highlights the differences of pre‐visit (prepurchase) evaluation variables between frequent users and low users.

Research limitations/implications

The integrative approach of service quality analysis proposed by this study accounts for the limitations of relying on a single conventional measure of service quality.

Originality/value

The differences may help identify new dimensions for further research and suggest future behavioural intentions such as loyalty and repeat visits. With the knowledge of individual service components that affect overall visitor satisfaction, managers can pin‐point areas for improvement to overcome service shortcomings, and allocate scarce resources more effectively.

Details

Journal of Services Marketing, vol. 19 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

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