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Article
Publication date: 1 February 2002

Gavin Dick, Kevin Gallimore and Jane C. Brown

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal…

1956

Abstract

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer‐based quality measurements to the importance placed on accreditation to an ISO 9000 standard. The effect of process structure is explored by categorising the service firms as being in front‐room or back‐room dominant service sectors. The authors find that the service firms, which consider accreditation to be important, have a different emphasis on quality than other service firms do. Significantly, their emphasis shifts from one that is in line with their process structure to a more balanced one, where both internal and customer‐based quality measurements receive similar attention. This leads them to conclude that accreditation to an ISO 9000 standard can make a profound difference to the way quality is perceived and measured in large service firms.

Details

Managing Service Quality: An International Journal, vol. 12 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 3 June 2019

Abteen Ijadi Maghsoodi, Abbas Saghaei and Ashkan Hafezalkotob

The purpose of this paper is to formulate and validate a measurement model to evaluate the service quality of cultural centers. This study aims to expand the domain of…

Abstract

Purpose

The purpose of this paper is to formulate and validate a measurement model to evaluate the service quality of cultural centers. This study aims to expand the domain of service quality measurement models by extending the SERVQUAL model to an alternative measurement tool called the ARTQUAL model based on three different preferences and scenarios including concert halls, theater halls and art galleries.

Design/methodology/approach

The data were collected from 15 cultural centers. Structural equation modeling (SEM) was utilized in the current research to study the association between aesthetic environments and service quality. An exploratory factor analysis took place to formulate the fundamentals of the measurement model. The validation process is based on a hybrid framework integrating the covariance-based SEM along with the partial least square technique to present a robust validity of the ARTQUAL model. Ultimately, an extensive managerial analysis has been established to show the practicality of the ARTQUAL model.

Findings

This study provides empirical evidence that the ARTQUAL instrument is proven to be valid, reliable and appropriate to evaluate the service quality of cultural centers. Based on the real-world managerial analysis, the ARTQUAL model showed a significant practicality in quality evaluation of aesthetic environments.

Research limitations/implications

One of the most important limitations of quantitative studies, based on aesthetic features, is the cultural preferences. This limitation is due to the nature of cultural preferences and partialities applied in different countries based on the definition of quality involving aesthetic aspects such as age, sex and culture. Meanwhile, the findings of this study can guide the service management experts to better understand and improve customers’ perceptions and orientations of service quality in aesthetic environments.

Originality/value

This paper presents a novel service quality measurement model in order to evaluate the service quality of cultural centers. The originality of the current study is not merely limited to the suggestion of a new quality measurement model, a hybrid statistical validation framework has been provided as well. Therefore, this study provides valuable guidelines to both practitioners and academics to enhance the quality of service measurements in cultural centers.

Details

International Journal of Quality & Reliability Management, vol. 36 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 February 1999

Stewart Robinson

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of…

8631

Abstract

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop their own measurement methods. This paper reviews this debate in relation to six key aspects: the purpose of the measurement instrument; the definition of service quality; models for service quality measurement; the dimensionality of service quality; issues relating to expectations; and the format of the measurement instrument. The main areas of agreement and disagreement are identified. As a result the continued use of the SERVQUAL instrument is called into question, and areas for further research are identified.

Details

Marketing Intelligence & Planning, vol. 17 no. 1
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 19 July 2011

Martyna Sliwa and James O'Kane

A recurring problem in the service quality literature is measurement – knowing which quality aspects should be measured and in what ways. This article aims to assess…

1415

Abstract

Purpose

A recurring problem in the service quality literature is measurement – knowing which quality aspects should be measured and in what ways. This article aims to assess service quality measurement by focusing on general practice appointment systems.

Design/methodology/approach

The authors use a case study, integrating qualitative and quantitative methods, including interviews with stakeholders as well as data regarding appointment systems' temporal aspects.

Findings

This study offers insights into service quality's subjective and context‐dependent nature, as reflected in primary healthcare stakeholder perceptions and service quality's objective and quantifiable aspects, revealing its dynamic, process‐based nature.

Research limitations/implications

The empirical approach to service quality measurement did not focus on all general practice service quality aspects, but instead focused on patient appointments with healthcare professionals. Broader applications to include other service quality aspects should be addressed by research.

Practical implications

Using one approach, service operators could have a tool for obtaining a more complex and richer service quality picture, leading to a better understanding of the relationship between service delivery and its evaluations by different stakeholders.

Originality/value

The service quality measurement method offers innovative insights into different theoretical abstractions, constructively challenges both measurement and service quality, whilst moving beyond managerial and user‐based approaches, and is highly relevant to contemporary organisation practice.

Details

International Journal of Health Care Quality Assurance, vol. 24 no. 6
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 1 September 1997

Statistical process control (SPC) can be applied to service processes, but the framework and methods may deviate from applications in industry. This was investigated in…

3106

Abstract

Statistical process control (SPC) can be applied to service processes, but the framework and methods may deviate from applications in industry. This was investigated in several pilot projects covering a range of service processes. Three main issues emerged. First, in addition to the traditional distinction in back office and front office processes, the customer process is leading in achieving control and improvement of service quality. Second, process diagnosis of service processes from back office to customer may reveal quality problems. Finally, measurements in front office and customer processes are needed to control these processes. From current practice and literature, it is not evident which types of measurements are adequate to provide prompt feedback to front office personnel. Introduces a framework for measurements, which suggests the type of measurement depending on the type of service process, whether it is the front office or customer process, and the type of quality characteristic in Kano’s model (must be, the more the better or delighting). Uses practical examples from the pilot projects to illustrate the issues.

Details

International Journal of Quality Science, vol. 2 no. 3
Type: Research Article
ISSN: 1359-8538

Keywords

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…

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. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 October 1998

Ismo Vuorinen, Raija Järvinen and Uolevi Lehtinen

The purpose of this article is to elucidate the concept and measurement of productivity in the service sector. The concept of service productivity is divided into quantity…

4917

Abstract

The purpose of this article is to elucidate the concept and measurement of productivity in the service sector. The concept of service productivity is divided into quantity and quality dimensions, and further into output and input elements. Moreover, the issue of measurement is analysed to show the problems related to the elaborated concept of productivity. The content and measurement of the dimensions of service productivity are illustrated through a case study focusing on the second largest insurance group in Finland. The various elements of quantity and quality dimensions were distinguished in the target firm, but especially the quality elements seem to require more serious attention in the future. The article ends with a plea for more interdisciplinary research between scholars on service productivity.

Details

International Journal of Service Industry Management, vol. 9 no. 4
Type: Research Article
ISSN: 0956-4233

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…

2453

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: 3 April 2009

Niaz Ahmad, Muhammad Usman Awan, Abdul Raouf and Leigh Sparks

The purpose of this paper is to develop a scale for the measurement of service quality in pharmaceutical supply chains.

1945

Abstract

Purpose

The purpose of this paper is to develop a scale for the measurement of service quality in pharmaceutical supply chains.

Design/methodology/approach

A total of 413 pharmaceutical retailers working in the two biggest cities of Pakistan responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement scale with four dimensions and ten items.

Findings

Findings of this research are consistent with other service quality studies. There is no universal set of dimensions and items that determine service quality across a section of service industries. Service quality measurement must be adapted to fit the context.

Research limitations/implications

Convenience sampling was undertaken for this research. This research contributes to the measurement of service quality by developing a valid and reliable measurement scale in a previously ignored sector.

Practical implications

The scale developed in this research can be used by pharmaceutical distribution companies in Pakistan to measure, control and improve the service quality provided to pharmaceutical retailers.

Originality/value

This research provides framework to researchers to build up more pharmaceutical supply chains service quality scale development studies in similar situations so that more concrete generalizations can be made.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 3 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

Article
Publication date: 1 January 2006

Nitin Seth, S.G. Deshmukh and Prem Vrat

The purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.

8130

Abstract

Purpose

The purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.

Design/methodology/approach

A literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in‐depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented.

Findings

The paper presents a conceptual model of service quality in supply chains based on gap analysis. These gaps are bi‐directional. The bi‐directional gaps cover both inter‐ and intra‐organizational transactions in the supply chain. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. Further, implications of various factors such as economic, politico‐legal, technical, socio‐cultural, competition, demographic are also highlighted. A novel methodology for the measurement of these gaps using various tools such as quality loss function, data envelope analysis, etc. is also presented along with segregating indicators in three categories, namely, quality of service indicators, quality of service and performance indicators, and performance indicators.

Research limitations/implications

The assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality.

Originality/value

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

Details

Supply Chain Management: An International Journal, vol. 11 no. 1
Type: Research Article
ISSN: 1359-8546

Keywords

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