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Article
Publication date: 3 April 2017

Reza Dabestani, Arash Shahin and Mohammad Saljoughian

The purpose of this paper is to identify customers’ critical demands through evaluating and prioritizing service quality dimensions (SQDs) based on service quality (SQ) gaps.

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Abstract

Purpose

The purpose of this paper is to identify customers’ critical demands through evaluating and prioritizing service quality dimensions (SQDs) based on service quality (SQ) gaps.

Design/methodology/approach

The customers of four-star hotels were asked to report on their expectations and perceptions about the service they were receiving. Afterwards, the gap between the customers’ expectations and perceptions was calculated. Eventually, the three sets of data were exploited to prioritize SQDs through analytic network process (ANP).

Findings

Findings suggest that security and confidentiality, price, and tangibles are the most crucial factors.

Practical implications

The results can provide hotel managers with insightful hints about those aspects of service that form their customers’ perception of SQ in order to assign their invaluable, but restricted, resources appropriately to offer a more competitive service to the customers through paying attention to those dimensions.

Originality/value

The innovativeness of the methodology was in that the authors proposed a noble method in filling out the difficult-to-complete ANP matrix. The authors also managed to consider the mutual relationship between SQD criteria, which is difficult to do in ordinary methods.

Details

International Journal of Quality & Reliability Management, vol. 34 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 February 2016

Reza Dabestani, Arash Shahin, Mohammad Saljoughian and Hadi Shirouyehzad

The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups…

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Abstract

Purpose

The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA).

Design/methodology/approach

Customers of three four-star hotels located in Isfahan have been asked to report on their expectation of service prior to receiving it as well as their perception of the service after receiving it. Afterwards, DEA has been used to assign the customers into two groups of fastidious (with relatively high expectations but low perceptions) and ordinary (with relatively low expectations but high perceptions). Next, IPA has been exploited for prioritizing SQDs in each group. Eventually, the prioritized SQDs in each group have been compared and insightful information has been extracted for further research and practical purposes.

Findings

Findings imply that despite occasional similarities, there is a significant difference in the way the two groups value SQDs. Also, the segmented groups have different priorities of SQDs.

Research limitations/implications

Findings revealed that in order to decrease the ambiguity of customer voice in prioritizing SQDs, it might be helpful to first segregate the participants based on their attitudes towards the quality of service to have a more congruent sample and then, to analyze the data.

Practical implications

In this study, a smarter approach for prioritizing SQDs based on the data of two major groups of customers has been proposed, which can help hoteliers in devoting their resources more efficiently.

Originality/value

The combination of DEA and IPA in homogenizing the sample and prioritizing SQDs for each homogenized group within the sample seems relatively novel.

Details

International Journal of Quality & Reliability Management, vol. 33 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 11 May 2015

Vinaysing Ramessur, Dinesh Kumar Hurreeram and Kaylasson Maistry

The purpose of this paper is to illustrate a service quality framework that enhances service delivery in clinical laboratories by gauging medical practitioner satisfaction and by…

Abstract

Purpose

The purpose of this paper is to illustrate a service quality framework that enhances service delivery in clinical laboratories by gauging medical practitioner satisfaction and by providing avenues for continuous improvement.

Design/methodology/approach

The case study method has been used for conducting the exploratory study, with focus on the Mauritian public clinical laboratory. A structured questionnaire based on the SERVQUAL service quality model was used for data collection, analysis and for the development of the service quality framework.

Findings

The study confirms the pertinence of the following service quality dimensions within the context of clinical laboratories: tangibility, reliability, responsiveness, turnaround time, technology, test reports, communication and laboratory staff attitude and behaviour.

Practical implications

The service quality framework developed, termed LabSERV, is vital for clinical laboratories in the search for improving service delivery to medical practitioners.

Originality/value

This is a pioneering work carried out in the clinical laboratory sector in Mauritius. Medical practitioner expectations and perceptions have been simultaneously considered to generate a novel service quality framework for clinical laboratories.

Details

International Journal of Health Care Quality Assurance, vol. 28 no. 4
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 13 June 2016

Arash Shahin, Elham Bagheri Iraj and Hossein Vaez Shahrestani

– The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ).

Abstract

Purpose

The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ).

Design/methodology/approach

Prioritization of the influence of the weights in correlation matrices of “Whats” and “Hows” (i.e. top roof and side roof) of HoQ and integration with TRIZ contradiction matrix have been studied. Explained through a case example of banking services, initially, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions.

Findings

Findings imply that the use of roof and side roof weights can influence the priorities of “Whats” and “Hows.”

Research limitations/implications

Findings may assist researchers and practitioners in resolving ambiguity of the voice of customers, which in turn make the results of HoQ more accurate.

Originality/value

A new approach has been proposed in this paper for resolving contradictions of customer requirements by service TRIZ and adjusting priorities of “Whats” and “Hows” in HoQ.

Article
Publication date: 13 October 2021

Agus Usman, Yudi Azis, Budi Harsanto and Anton Mulyono Azis

The purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future…

1505

Abstract

Purpose

The purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.

Design/methodology/approach

A systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.

Findings

Dimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.

Research limitations/implications

This paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.

Originality/value

This paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

Details

International Journal of Quality & Reliability Management, vol. 39 no. 10
Type: Research Article
ISSN: 0265-671X

Keywords

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