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Article
Publication date: 21 October 2020

Sulphey MM and K. Mohamed Jasim

Service quality (SQ) has become an essential and indispensable component in healthcare and many other industries. SQ can deliver guaranteed stakeholder value and…

Abstract

Purpose

Service quality (SQ) has become an essential and indispensable component in healthcare and many other industries. SQ can deliver guaranteed stakeholder value and consequent consumer delight in the healthcare sector. The purpose of this study is to identify the relationships of various SERVQUAL elements with respect to the SQ of surgical instrument suppliers among surgeons.

Design/methodology/approach

Data were collected from a sample of 112 surgeons working in the USA using the “snowball sampling” technique. A few standardised questionnaires, including SERQUAL, were used to collect the data. R-programming was used to perform structural equation modelling (SEM) analysis on the collected data.

Findings

The research study identified that service delivery factors and the SQ of surgical instruments contribute significantly towards medical practitioner sensitivity in the US healthcare industry. Word of mouth (WOM) did not have any significant impact on the medical practitioners' sensitivity.

Originality/value

A review of related literature revealed that studies that examine the surgeon's perspectives of SQ are scarce. Thus, the present study is directed towards this gap in literature. The findings of the study are significant in nature and have made a substantial contribution to management literature.

Details

Benchmarking: An International Journal, vol. 28 no. 1
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 25 September 2009

Suleyman M. Yildiz and Ali Kara

HEdPERF (Higher Education PERFormance) is one of the most recently developed scales in the literature to measure service quality in higher education. However, HEdPERF is…

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Abstract

Purpose

HEdPERF (Higher Education PERFormance) is one of the most recently developed scales in the literature to measure service quality in higher education. However, HEdPERF is designed to measure service quality at a macro level (university level) and may be considered as a more generic measurement instrument. In higher education, new scales with a much narrower focus may need to be developed for micro levels within a university because of the unique nature of different academic units. The purpose of this paper is to develop an instrument for measuring service quality in the School of Physical Education and Sports Sciences, PESPERF (namely Physical Education and Sports Sciences PERFormance).

Design/methodology/approach

A 30‐item questionnaire on service quality in higher education was developed and tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analyses. In total, 320 physical education and sports sciences students participated in the study in a classroom setting.

Findings

Study results indicate that three dimensions (academic aspects, empathy, and access) capture the determinants of service quality in the School of Physical Education and Sports Sciences (PESS).

Research limitations/implications

Sample size, cultural factors and the complex nature of university customers limits one's ability to generalize these results to broader populations.

Practical implications

Through the use of service quality dimensions presented in this study, PESS administrators can successfully measure and monitor service quality perceptions in their institutions. Having identified the areas of service quality improvement priorities, administrators can allocate appropriate resources to encourage continuous service quality improvements.

Originality/value

This paper uses existing literature on service quality and develops an instrument that provides insights into measuring service quality for a specific academic unit within a university.

Details

Quality Assurance in Education, vol. 17 no. 4
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 30 August 2011

Jasmine Yeap Ai Leen and T. Ramayah

The purpose of this study is to validate the Retail Service Quality Scale (RSQS) developed by Dabholkar et al. in the Malaysian business setting, specifically in the

1976

Abstract

Purpose

The purpose of this study is to validate the Retail Service Quality Scale (RSQS) developed by Dabholkar et al. in the Malaysian business setting, specifically in the context of apparel specialty stores.

Design/methodology/approach

Two well‐known retail clothing store chains were selected for this study. Purposive sampling method was used, with a total of 211 responses collected from customers of all X and Y's chain stores in the northern region of Malaysia.

Findings

The paper finds that all the five dimensions: physical aspects, reliability, personal interaction, problem solving, and policy, are highly suited for measuring retail service quality in clothing stores, also proving that the instrument is applicable in the Malaysian setting. Retail service quality is furthermore associated with future consumption behaviour in terms of the customers' intention to visit, purchase and recommend the stores to others.

Research limitations/implications

The instrument is proven to be valid, reliable and appropriate for studying retail businesses that offer a mix of services and merchandise. The instrument is also applicable in another culture other than the USA, namely Malaysia.

Practical implications

Retailers can utilize the instrument for benchmarking current levels of retail service quality, carrying out periodic inspections to measure service performance and improvement, as well as to detect problematic areas of service quality within the stores that are in need of attention.

Originality/value

This research contributes to the somewhat limited studies carried out on instrument validation in Malaysia. Furthermore, the RSQS is tested in Malaysia – a country with a vibrant, dynamic retail environment and heightened consumer awareness for fashion and retail.

Article
Publication date: 1 January 1996

Chun‐sun Leung and Matha Wai‐yin Fung

This study attempted to explore the development of an industry‐specific, quantitative instrument for assessing the customer‐perceived service quality level of casual‐wear…

Abstract

This study attempted to explore the development of an industry‐specific, quantitative instrument for assessing the customer‐perceived service quality level of casual‐wear chain stores. It was the wish of the authors that this alternative approach would supplement existing generic measure instruments for assessing service quality when used in fashion retailing. Applications of the proposed instrument in fashion retailing were also discussed.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 1 no. 1
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 1 January 2006

Firdaus Abdullah

This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and…

11598

Abstract

Purpose

This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the moderating scale of HEdPERF‐SERVPERF) within a higher education setting. The objective was to determine which instrument had the superior measuring capability in terms of unidimensionality, reliability, validity and explained variance.

Design/methodology/approach

After a pilot test, data were collected from students in two public universities, one private university and three private colleges in Malaysia between January and March 2004, by the “contact person” route. From a total of 560 questionnaires, 381 were usable: a response rate of 68.0 per cent. This sample of nearly 400,000 students in Malaysian tertiary institutions was in line with the generalized scientific guideline for sample size decisions. Data were subjected to regression analysis.

Findings

A modified five‐factor structure of HEdPERF is put forward as the most appropriate scale for the higher education sector.

Research limitations/implications

Since this study only examined the respective utilities of each instrument within a single industry, any suggestion that the HEdPERF is generally superior would still be premature. Nonetheless, the current findings do provide some important insights into how these instruments of service quality compare with one another.

Practical implications

The single dominant factor on this study is “access”, which has clear implications for institutions' marketing strategies.

Originality/value

This is believed to be the first study of its kind carried out among consumers of the higher education service.

Details

Marketing Intelligence & Planning, vol. 24 no. 1
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 1 February 2002

G.S. Sureshchandar, Chandrasekharan Rajendran and R.N. Anantharaman

The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world…

13025

Abstract

The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, the conceptualization, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies either. A careful examination of the instrument divulges that the factors and the corresponding items are not comprehensive as it appears that the instrument has left out certain important constituents of service quality. In this background, the current research work strives to bring to light some of the critical determinants of service quality that have been overlooked in the literature and proposes a comprehensive model and an instrument framework for measuring customer perceived service quality. The instrument has been designed with specific reference to the banking sector. Data have been collected from customers of banks in a huge developing economy. The proposed instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents.

Details

Journal of Services Marketing, vol. 16 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 December 2005

Firdaus Abdullah

The purpose of this paper is to empirically test a new industry‐specific scale, HEdPERF (Higher Education PERFormance) to capture the authentic determinants of service

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Abstract

Purpose

The purpose of this paper is to empirically test a new industry‐specific scale, HEdPERF (Higher Education PERFormance) to capture the authentic determinants of service quality within higher education sector.

Design/methodology/approach

The primary goal of this research was to test and compare the relative efficacy of HEdPERF against SERVPERF in order to determine which instrument had the superior measuring capability.

Findings

In terms of unidimensionality, reliability, and validity, HEdPERF explained variance within the higher education setting better in comparison to SERVPERF.

Research limitations/implications

Since this study only examined the respective utilities of each instrument within a single industry, in only one national setting, any suggestion that the HEdPERF is generally superior would still be premature.

Practical implications

The current findings do provide some important insights into how the instruments of service quality compare with one another, in a typical higher education context.

Originality/value

An attempt is made in the paper, to develop critical insights into comparative evaluation of service quality measurement instruments.

Details

Quality Assurance in Education, vol. 13 no. 4
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 1 January 1994

John L. Triplett, Oliver H.M. Yau and Cathy Neal

This paper discusses an organisation's experience using the SERVQUAL instrument to measure service quality over a four year longitudinal study. The aim of the study was to…

Abstract

This paper discusses an organisation's experience using the SERVQUAL instrument to measure service quality over a four year longitudinal study. The aim of the study was to validate the SERVQUAL instrument as a way to track changes in the organisation's standard of service quality, as well as to test the adaptability of the instrument for usage outside the United States and in a government service organisation. Results of the data analysis indicated that SERVQUAL is not a reliable instrument. Only three dimensions were found to be consistent and reliable.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 6 no. 1/2
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 20 March 2007

Fujun Lai, Joe Hutchinson, Dahui Li and Changhong Bai

The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting.

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Abstract

Purpose

The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting.

Design/methodology/approach

A mail survey was conducted at a major mobile communications company in mainland China. Instrument reliability and validity were examined. Exploratory and confirmatory factor analyses were conducted.

Findings

The adapted SERVQUAL instrument is a valid and valuable tool to measure service quality. Service convenience is an important additional dimension of service quality in China's mobile communications setting. The dimension of “empathy” may need revision.

Research limitations/implications

Future research involves assessment of the service convenience dimension and examination of the relative importance of SERVQUAL dimensions in other settings.

Practical implications

SERVQUAL is a valid instrument to measure service quality in China's mobile communications setting. Providing convenience to customers also is critical for service quality improvement. Improvements to some SERVQUAL dimensions may be more beneficial than improvements to others.

Originality/value

This is a pioneer study of the SERVQUAL scale in China's mobile communications setting. This study provides useful insights and guidance for managers to measure and improve service quality.

Details

International Journal of Quality & Reliability Management, vol. 24 no. 3
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 4 February 2022

Mark Christopher Springer and Craig K. Tyran

This study aims to describe the development and validation of a student survey instrument to assess academic advising services. The instrument was based on the SERVQUAL…

Abstract

Purpose

This study aims to describe the development and validation of a student survey instrument to assess academic advising services. The instrument was based on the SERVQUAL scale, a well-known instrument for service quality.

Design/methodology/approach

A quantitative methodology was used. Data were collected through a structured questionnaire using a survey instrument adapted from SERVQUAL. Survey responses were collected from 457 students at a large public university in the USA. Confirmatory factor analysis and structural equation modeling were used to validate and develop the assessment instrument.

Findings

A validated assessment scale for academic advising services was generated, which consists of three distinct advising service dimensions: information resources, reliability and empathy. For the study participants, information resources and empathy were found to significantly influence satisfaction with advising.

Practical implications

This study describes the development and validation of a concise nine-item survey instrument that may be used by practitioners to evaluate three distinct dimensions of advising service quality: information resources, reliability and empathy.

Originality/value

This research develops and validates a survey instrument to assess academic advising services based on the SERVQUAL scale using structural equation modeling.

Details

Quality Assurance in Education, vol. 30 no. 2
Type: Research Article
ISSN: 0968-4883

Keywords

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