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Article
Publication date: 17 April 2008

Ching‐Piao Chen, Wei‐Jaw Deng, Yi‐Chan Chung and Chih‐Hung Tsai

In recent years, speedy development of Taiwan’s hotel industry intensifies market competition, customers’ demands on hotel services quality also increase with the increase…

Abstract

In recent years, speedy development of Taiwan’s hotel industry intensifies market competition, customers’ demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers’ demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers’ demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what’s more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer‐oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers’ demands in the context of pluralized customer sources.

Details

Asian Journal on Quality, vol. 9 no. 1
Type: Research Article
ISSN: 1598-2688

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Article
Publication date: 1 October 2005

Masood A. Badri, Mohamed Abdulla and Abdelwahab Al‐Madani

The main objective of the study was to utilize SERVQUAL for identifying gaps in the chain of services provided by the information technology (IT) resources. SERVQUAL was…

Abstract

Purpose

The main objective of the study was to utilize SERVQUAL for identifying gaps in the chain of services provided by the information technology (IT) resources. SERVQUAL was applied to IT services in higher education institutions in the United Arab Emirates.

Design/methodology/approach

Because of the many concerns and reservations raised with regard to using perception scores or gap scores, the appropriateness of the SERVQUAL measure to verify the anticipated structure of the instrument was also examined. Using confirmatory factor analysis, the structure of the perception scores (performance‐based model) and the gap scores (performance minus expectation‐based model) were examined.

Findings

The evaluation of model‐fit provided mixed results, but, in general, the results favored the perception scores. However, some statistical fit‐tests suggested that both models lacked the features necessary for a good fit. On the other hand, based on their feedback, respondents felt that SERVQUAL is a useful indicator for IT center service quality in institutions of higher education. SERVQUAL identified gaps in service quality for the three institutions. Empirical results of SERVQUAL scores for the IT centers in the three institutions are also presented.

Originality/value

The paper reassesses the structure and validity of the SERVQUAL model given its wide use and criticism, and applies the model to an important set of related, yet distinct service organizations such as information technology centers.

Details

International Journal of Quality & Reliability Management, vol. 22 no. 8
Type: Research Article
ISSN: 0265-671X

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Book part
Publication date: 20 May 2019

Haitham Nakhleh

The aim of this chapter is to investigate factors affecting four of the gaps encompassed in the GAP model, which then results in Gap 5, the so-called customer gap, related…

Abstract

The aim of this chapter is to investigate factors affecting four of the gaps encompassed in the GAP model, which then results in Gap 5, the so-called customer gap, related to the variance between customer expectations and the perception of service quality (SQ). Four predictors were selected based on the literature review – marketing research orientation (MRO), service specification design (SSD), integrated technology (ITC) and integrated communication (ICO) – to examine their relationship with the customer gap. A valid and reliable questionnaire, developed for the purpose of the study, was used to collect data from a sample consisting of 600 employees from six hotels located in Amman, Jordan. The findings show that MRO, SSD, ITC and ICO significantly predict the four gaps in SQ on the provider side, which in turn significantly predict the customer gap. For companies, more attention should be paid to the four gaps that induce the customer gap.

Details

Research in Corporate and Shari’ah Governance in the Muslim World: Theory and Practice
Type: Book
ISBN: 978-1-78973-007-4

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Article
Publication date: 21 February 2020

Wisam Abu Jadayil, Mwafak Shakoor, Adnan Bashir, Hamza Selmi and Mohamed Rafik N.N. Qureshi

The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE.

Abstract

Purpose

The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE.

Design/methodology/approach

This study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups.

Findings

The results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality.

Research limitations/implications

The research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study.

Practical implications

This research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty.

Originality/value

This study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.

Details

International Journal of Quality and Service Sciences, vol. 12 no. 1
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 1 September 2000

Nelson Tsang and Hailin Qu

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to…

Abstract

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing, Shanghai, and Guangzhou. A descriptive statistics analysis was used (paired t‐test and independent t‐test) to evaluate the service quality of China’s hotel industry from both the tourists’ and the managers’ perspectives, and to investigate the four gaps: between tourists’ expectations and their actual perceptions; between managers’ perceptions of tourists’ expectations and the actual expectations of tourists; between managers’ perceptions of a hotel’s service delivery and tourists’ actual perceptions of the service; and between managers’ perceptions of tourists’ expectations and managers’ perceptions of their hotel’s service delivery. The results showed that tourists’ perceptions of service quality provided in the hotel industry in China were consistently lower than their expectations and that managers overestimated the service delivery, compared to tourists’ perceptions of actual service quality, in the hotel industry in China. From the result of gap analysis, it might be concluded that Delivery Gap and Internal Evaluation Gap were the main reasons contributing to the service quality shortfalls in the hotel industry in China.

Details

International Journal of Contemporary Hospitality Management, vol. 12 no. 5
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 August 2006

Nitin Seth, S.G. Deshmukh and Prem Vrat

The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.

Abstract

Purpose

The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.

Design/methodology/approach

Based on a rich combination of extensive literature review and insights gained through exploratory interviews, gap analysis methodology is used in developing the model. This was followed by an in‐depth analysis of gaps at various interfaces in supply chain. Further, both qualitative and quantitative techniques are suggested for data collection and analysis.

Findings

The key gaps in both the directions (forward and reverse) that are likely to affect the service quality at different levels are extensively defined. These gaps may exist between a 3PL service provider and the manufacturer, the marketing function and the 3PL service provider, etc. The paper also proposes frameworks such as data envelopment analysis for measurement of these gaps. A set of possible performance indicators is also proposed at various interfaces in supply chain.

Practical implications

This proposed model is an attempt to explore the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This supply chain service quality tool will be beneficial to practising managers in identification of opportunities for improvements in service quality.

Originality/value

This paper explores some critical issues in the less explored area and offers practical help to researchers and practitioners in providing a direction for supply chain service quality improvement.

Details

International Journal of Physical Distribution & Logistics Management, vol. 36 no. 7
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 1 June 2003

Y.N. Li, K.C. Tan and M. Xie

The ability of a company to achieve excellence in service quality depends on the determination of service attributes and their desired levels. It depends also on the…

Abstract

The ability of a company to achieve excellence in service quality depends on the determination of service attributes and their desired levels. It depends also on the prioritization of service attributes, using appropriate quality improvement indices, in a consistent manner within the constraints of limited resources. There is a need to develop an operational procedure that would prioritize customer service attributes in a simple, inexpensive, and accurate manner. Well‐established instruments that measure service quality, such as SERVQUAL, have conceptualized the linear and symmetric relationship between service quality gaps and overall service quality. This paper investigated the asymmetric and nonlinear nature of this relationship and developed a model to advance utility theory into prioritization at the attribute level as well as at the dimensional level. In the service literature, this is a first attempt to apply utility theory in the prioritization of service attributes to help achieve quality in customer service.

Details

International Journal of Quality & Reliability Management, vol. 20 no. 4
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 12 August 2014

Arash Shahin, Hadi Balouei Jamkhaneh and Sayedeh Zahra Hosseini Cheryani

The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation…

Abstract

Purpose

The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation for Quality Management (EFQM).

Design/methodology/approach

The EFQM model includes both enablers and results, while in the service quality gaps model, only the gaps between the organization and customer are studied. In this paper, a new approach has been proposed to assess seven determined gaps in implementing the EFQM model based on the concepts of the service quality gaps model and the ServQual approach. The new approach to the EFQMQual has been examined in Isfahan Province Gas Company using different viewpoints of senior and middle managers and senior experts on four elements of determined gaps. These include perceptions of goals, expectations of goals, perceptions of assessment and expectations of assessment.

Findings

Findings indicate that leadership and key results criteria have the lowest and the highest gap values, respectively. In addition, the fifth gap, i.e. the difference between expectations of assessment and perceptions of assessment, has the lowest average, while the seventh gap, i.e. elements of the EFQM model, has the highest average. With regard to the correlation among the seven gaps, it became obvious that there is a significant correlation among the first, fifth and sixth gaps; and also between the fourth and fifth gaps. Finally, based on the Pareto rule, the priority of the criteria related to each of the gaps has also been determined.

Research limitations/implications

One of the limitations of this study is the complexity of the concepts in the questionnaires, which makes it difficult for respondents to understand the items of the questionnaires. To overcome this, therefore, the researcher has attached a guideline to the distributed questionnaires.

Originality/value

As the literature review indicates, there has not been any research on integrating the concepts of the service quality gaps model, the ServQual approach, and the EFQM model, while also analyzing the weak and strong results obtained from implementing the EFQM model based on such an integrated approach. The significance of the study lies further in the fact that based on an approach similar to the proposed EFQMQual, such concepts can be applied for evaluating the implementation of other quality award systems.

Details

Measuring Business Excellence, vol. 18 no. 3
Type: Research Article
ISSN: 1368-3047

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Article
Publication date: 23 January 2009

Vinh Sum Chau and Yu‐Ying Kao

This paper seeks to apply the SERVQUAL model to identify critical performance measures in the airline industry, exploring differences between Eastern and Western…

Abstract

Purpose

This paper seeks to apply the SERVQUAL model to identify critical performance measures in the airline industry, exploring differences between Eastern and Western expectations of airline service quality and delivery.

Design/methodology/approach

Data from 263 effective questionnaire responses were collected from two locations – Taipei (Taiwan) and London (UK) – to compare differences between the well‐documented gap‐5 (between perceived and expected levels of service quality) values of respondents from these places of origin.

Findings

The paper generally finds that: there is a statistically significant difference between the perceived and expected levels of service quality in the airline industry; these are affected by such demographic factors as education, occupation and income levels (but not all that were examined); the SERVQUAL model's dimensions represent appropriately the airline industry; and the gap‐5 sizes of these quality dimensions have a significant impact on customer satisfaction and service value; but there does not seem to be a statistically significant difference between the gap‐5s of respondents from the two locations.

Research limitations/implications

The paper limited the research to data from two locations, and makes a bold assumption that the two locations make adequate representations of views from the East and West.

Practical implications

Gap‐5 and general SERVQUAL analyses seem to apply well to the airline industry. Further, management effort need not be different for the delivery of service quality between Eastern and Western passengers/customers. The findings are generalizable to other sectors for which service quality is an important public sector concern (e.g. household utilities).

Originality/value

A generic framework is presented for how service quality dimensions, and issues of gap‐5, relate to overall service quality, customer satisfaction, and service value, in the passenger airline industry.

Details

Managing Service Quality: An International Journal, vol. 19 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 22 July 2019

Amanda Blair, Thomas Martin Key and Matthew Wilson

The purpose of this paper is to illustrate and conceptualize how crowdsourcing can be implemented as a potential means to address gaps in service quality within service

Abstract

Purpose

The purpose of this paper is to illustrate and conceptualize how crowdsourcing can be implemented as a potential means to address gaps in service quality within service networks and to provide guidance to marketing practitioners on the use of crowdsourcing within service networks.

Design/methodology/approach

This paper conceptualizes how crowdsourcing can be used to address service quality gaps in service networks and provides propositions regarding the effects of crowdsourcing on service quality gaps.

Findings

Conceptual paper with a literature review, suggested a model for service quality gaps in service networks and propositions regarding the effects of crowdsourcing to manage service quality gaps.

Research limitations/implications

This research contributes to the literature on crowdsourcing by theorizing how crowdsourcing impacts service quality in service networks.

Practical implications

Considerations for managers implementing crowdsourcing strategies and activities within service networks are provided. In particular, implications with regard to forming the crowd, developing the most appropriate approach and integrating value into the firm are discussed.

Originality/value

This paper offers an original contribution linking crowdsourcing to service quality.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 7
Type: Research Article
ISSN: 0885-8624

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