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Article
Publication date: 9 July 2021

Thi Le Ha Nguyen and Keisuke Nagase

Customer satisfaction is a tool for measuring providers’ service quality and may be evaluated based on measurement of perceived quality and customer expectations with…

Abstract

Purpose

Customer satisfaction is a tool for measuring providers’ service quality and may be evaluated based on measurement of perceived quality and customer expectations with respect to several aspects of service. The purpose of this study was to examine the relationships between various factors in the integrated model, including patient expectation (PE), total quality management (TQM), perceived service quality (PSQ), patient satisfaction (PS), patient complaint (PC) and patient loyalty (PL).

Design/methodology/approach

A self-administered questionnaire was distributed to inpatients who were treated in April 2018 at a tertiary-level hospital in Vietnam. The data set was analyzed using the Statistical Package of Social Sciences version 25.0 for descriptive statistics and AMOS 25.0 for structural equation modeling.

Findings

All hypotheses were supported by the results. TQM and PE positively influence PSQ; PE influences TQM; PE, PSQ and TQM influence PS; PC and PS influence PL; and PS influences PC.

Practical implications

These findings have implications for management, highlighting the importance of considering these factors in strategic planning aimed at improving customer satisfaction.

Originality/value

An integrated model was used to measure customer satisfaction and loyalty. The analyses indicate that TQM, PE and PSQ are the main factors that directly influence PS.

Details

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

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Article
Publication date: 28 June 2021

Abdullah Alkraiji and Nisreen Ameen

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality

Abstract

Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 4 May 2021

Abdullah Murrar, Madan Batra and James Rodger

Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path…

Abstract

Purpose

Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated.

Design/methodology/approach

SERVQUAL questionnaire responses were collected from 635 household families, and the financial sustainability indicators of 56 water providers were gathered as well. Cronbach's alpha and factor analysis were conducted to measure the internal consistency and convergent validity. Path analysis was utilized to evaluate the causal diagram by examining the relationships among service quality, customer satisfaction and financial sustainability using the AMOS software package.

Findings

The results showed that the five dimensions of service quality explain 58% of the customer satisfaction variation. The responsiveness, empathy, assurance and reliability have significant impact on the customer satisfaction where p < 0.05, while the tangible dimension has an insignificant effect. The results also revealed that customer satisfaction has a significant impact on the financial sustainability indicators of the water providers, where p = 0.000 for the debt collection ratio indicator, and p = 0.003 for the financial efficiency ratio indicator.

Research limitations/implications

This research on financial sustainability is based on evidence about service quality and customer satisfaction in the Palestinian water sector. Future research on financial sustainability of the water sector may focus on the pricing mechanism and debt collection of water service.

Practical implications

The findings suggest that water providers should recognize the importance of service quality dimensions, which strengthen the customer satisfaction, which, in turn, is a significant driver for their financial sustainability. It is, therefore, sound to draw action-oriented managerial implications from these results.

Originality/value

The study adds to the literature of water service sector and is based on empirical evidence from primary data of household families and secondary data of water service providers from developing countries. This paper also contributes toward the strengthening of sustainability of the water service sector in Palestine – a worthy humanitarian cause. The study provides evidence useful for policy makers toward carving out policies aimed at strengthening the financial sustainability of the water service sector.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 27 May 2021

Anabela Maria Bello de Figueiredo Marcos and Arnaldo Fernandes de Matos Coelho

The objective of this paper is to understand the relationships between service quality, perceived value and satisfaction because several studies endeavored to model these…

Abstract

Purpose

The objective of this paper is to understand the relationships between service quality, perceived value and satisfaction because several studies endeavored to model these linkages. It is important to test these relationships with loyalty and word-of-mouth (WOM). Thus, it is important to test these relationships in the insurance sector since the relationship between these variables and WOM has not been studied in insurance.

Design/methodology/approach

This investigation proposes a theoretical model tested using structural equation modeling (SEM). A questionnaire survey was developed to explore the relationships among service quality, perceived value, satisfaction, loyalty and WOM. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders.

Findings

The results revealed that service quality has a direct relationship with perceived value and satisfaction. In turn, perceived value has a direct relationship with satisfaction. Perceived value and satisfaction influence loyalty and WOM. Finally, loyalty influences WOM.

Originality/value

This investigation examines the mediating role of perceived value and satisfaction in the relationship between service quality (facility and interactive) and loyalty and WOM in the insurance industry. It fills a gap in the literature by exploring the variables that lead to positive WOM in the insurance industry; the authors do not know any study that links these variables with WOM. Also, the relationship between loyalty and WOM has been poorly studied, although it is well known that in services, loyal customers speak well of the companies. Thus, the authors try to fill this gap in the academic literature by analyzing these relationships.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 20 May 2021

Md. Alamgir Hossain, Nusrat Jahan and Minho Kim

Banking services encounter major challenges in determining customer's psychometric behavioral intentions. Scholars suggest that a theoretical approach to better understand…

Abstract

Purpose

Banking services encounter major challenges in determining customer's psychometric behavioral intentions. Scholars suggest that a theoretical approach to better understand the key constructs of service marketing, such as service quality, perceived value, customer satisfaction, corporate image and behavioral intentions, is critical to bank performance. The present study aims to design and test a comprehensive multidimensional and hierarchical model of service quality with higher-order psychometric constructions and their mediation effects in the model.

Design/methodology/approach

Data from a self-administered structured questionnaire are analyzed by confirmatory factor analysis and structural equation modeling.

Findings

Empirical results confirm that multidimensional and hierarchical service quality are best suited to assess overall banking service quality, in which outcome, interaction and environment quality are the important primary dimensions, with each of them having several subdimensions. Service quality is the significant antecedent of behavioral intentions, customer satisfaction, corporate image and perceived value. Customer satisfaction and service quality are the best determinants of behavioral intentions. In addition, customer satisfaction, perceived value and corporate image are complementary variables, having significant mediation effects on the relationship between service quality and behavioral intentions.

Originality/value

As a maiden study in the context of emerging economies, this research integrates a comprehensive service quality theory and valuable customer loyalty constructs, which are crucial to banks' financial performance, bolstering evidence for the theoretical pitch. This study also provides managers with a clear idea of how they can develop sustainable service marketing strategies and policies on the psychometric perceptions of customers, thereby leading banks to achieve long-term goals.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

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Article
Publication date: 25 December 2020

Selim Ahmed, Musfiq Mannan Choudhury, Ezaz Ahmed, Ujjal Yaman Chowdhury and Ahmed Al Asheq

The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the…

Abstract

Purpose

The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the passengers' perception of perceived quality and value for money of using app-based ride-sharing services in Bangladesh and how it impacts passengers' satisfaction. The study also measures the indirect relationship of perceived quality and value for money and passengers' loyalty through the mediating effects of passenger satisfaction in app-based ride-sharing services.

Design/methodology/approach

The authors used an online self-administered survey questionnaire to collect data from the respondents who have experienced app-based ride-sharing services in Bangladesh. In this study, 400 questionnaires were distributed to the respondents online (Google form) and received 281 useful responses that give a 70.25% response rate. The survey data were analyzed based on construct validity, convergent validity and structural equation modeling by using Smart PLS 3.

Findings

The research findings indicate that perceived quality and value for money positively and significantly influence passengers' satisfaction. The passengers' satisfaction has a direct and significant relationship with passenger loyalty. The research findings also indicate that perceived quality and value for money have an indirect relationship with passenger loyalty through the mediating effect of passenger loyalty in app-based ride-sharing services.

Practical implications

Both perceived quality and value for money have been the key drivers of passenger satisfaction and loyalty. Thus, the ride-sharing service providers should emphasize enhancing passenger value perception and quality service to reinforce passenger satisfaction and loyalty by increasing communication with the passengers about their apps. Besides, the service providers need to keep track of passengers' satisfaction levels and adopt necessary initiatives to ensure satisfied passengers toward loyalty.

Originality/value

Limited studies have investigated the impacts of perceived quality and value for money on passenger satisfaction and loyalty to app-based rideshare service. It is a suitable time as the research findings will help ride-sharing service providers enhance their quality performance to compete healthily. Simultaneously, passengers can enjoy improved, and value-added services due to increasing competition among the app-based service providers. Regulators can also emphasize passenger quality services and the importance of money as a proposition while formulating policy and regulations toward the management of ride-sharing companies.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 8 February 2021

Elizabeth Agyeiwaah, Frederick Dayour and (Joe) Yong Zhou

Studies in hospitality and tourism have seldom investigated the role of employee commitment to building customers' attitudinal loyalty. This study examines the impact of…

Abstract

Purpose

Studies in hospitality and tourism have seldom investigated the role of employee commitment to building customers' attitudinal loyalty. This study examines the impact of employee commitment on customers' attitude-based loyalty. The study contributes to knowledge of how employees' affective attitude (i.e. employee commitment) impacts and mediates the relationships within this model by considering service quality attributes separately in the context of China's Greater Bay Area.

Design/methodology/approach

Using a quantitative approach, 664 customers visiting hotels and tourist attractions within three cities of Hong Kong, Macau and Zhuhai were surveyed. A convenience sampling technique was employed to administer questionnaires within these contexts. A structural equation modeling (SEM) using AMOS software was used to test the relationships in the proposed model.

Findings

The results suggest that while service quality attributes have a different impact on employee commitment, employee commitment plays a response-predictor-mediator role in the attitudinal loyalty framework. For instance, personal interactions and technical quality are significant predictors of employee commitment. Employee commitment influences customer satisfaction and behavioral intentions. Moreover, employee commitment fully mediates the relationship between technical quality and customer satisfaction and partially mediates the association between personal interaction and customer satisfaction.

Practical implications

Given that employee commitment could be derived from personal interaction with customers, hoteliers and destination management organizations should encourage customers through their websites to be responsive to employees by providing constructive feedback on their service delivery. Management of hotels, attractions and destinations need to motivate employees through incentives such as pay raise, bonuses, time-off and paid holidays.

Originality/value

The paper is inimitable in its attempt to extend the customer attitudinal loyalty debate by including employees' attitude (i.e. commitment) in the measurement of customers' attitudinal loyalty in the hospitality and tourism industry.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 26 February 2021

Swapnarag Swain and Rohit Kumar Singh

This study aims to investigate the difference in the pattern of influence of perceived service quality on insured and uninsured patients’ satisfaction levels.

Abstract

Purpose

This study aims to investigate the difference in the pattern of influence of perceived service quality on insured and uninsured patients’ satisfaction levels.

Design/methodology/approach

This study follows a cross-sectional primary research design. A questionnaire survey method is implemented to collect primary data from 322 respondents who have received medical care during the past 1 year. A total of 168 respondents had a subscription to health insurance and 154 of them were without health insurance coverage. Data is analysed through factor analysis and multiple regression with SPSS-26.

Findings

This study identifies a critical difference in the pattern of influence of perceived service quality on patient satisfaction in the case of insured and uninsured patients. This difference is mainly related to the number of technical and functional service quality dimensions as significant predictors of insured and uninsured patients’ satisfaction.

Originality/value

The present study extends the existing body of knowledge related to perceived service quality and patient satisfaction with an interesting observation. Technical dimensions of perceived service quality act as equally important drivers of patient satisfaction in the case of both uninsured and insured patients. However, more number of functional service quality dimensions act as important drivers of patient satisfaction in the case of insured patients compared to uninsured patients. This serves as an important takeaway for health-care managers/administrators to identify areas of service quality need to be strengthened.

Details

Measuring Business Excellence, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1368-3047

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Article
Publication date: 11 December 2020

Amani Mallat, Demetris Vrontis and Alkis Thrassou

This study aims to provide insights into the public–private partnerships (PPP) concept and its performance measurement in the health-care sector, identifying and refining…

Abstract

Purpose

This study aims to provide insights into the public–private partnerships (PPP) concept and its performance measurement in the health-care sector, identifying and refining critical success factors, including the perceived quality of health care, as evidenced by patient satisfaction and policy requirements for successful PPP implementation.

Design/methodology/approach

This theoretical study explores the existing literature on the relationship between service quality and patient satisfaction, to propose a culture-specific conceptual model interlinking the drivers of patient satisfaction with PPP. The in-depth theoretical research focuses on the qualitative performance indicators of PPPs, as well as their corresponding peripheral factors.

Findings

The research presents theoretical evidence that the concept of patient satisfaction can only be viewed through a multifactor perspective that incorporates demographics of patients, perceived service quality factors and emotions. It is found that significant improvements in service quality and patient satisfaction do, indeed, emphasize the effective role of PPP in hospitals.

Practical implications

The theoretical model is based on a comprehensive set of both cognitive and affective determinants. And considering these, as well as their causes, effects and interrelations, sets the foundations for testing and for further research to develop. Moreover, the outcomes of this study can be used as a theoretical base for the development of a PPP qualitative performance measurement framework.

Originality/value

This study attempts to fill the gap in knowledge on service quality and patient satisfaction as qualitative indicators for hospital performance after and toward PPP, while setting explicit factors and opening clear research avenues for further studies to follow.

Details

International Journal of Organizational Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1934-8835

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Article
Publication date: 25 November 2020

Sartaj Chaudhary and Ajoy Kumar Dey

The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived…

Abstract

Purpose

The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect of such practices on student satisfaction. To bridge this gap, this paper aims to propose a conceptual framework to examine the relationships between service quality, sustainable practices and student satisfaction from the perspective of students.

Design/methodology/approach

A quantitative methodology was employed, and data were collected through an online structured questionnaire. Responses were gathered from undergraduate students (n = 419) studying in four colleges affiliated to a university in Delhi, India. Exploratory and confirmatory factor analyses were used to validate the instruments. Structural equation modelling was used to examine the associations between the constructs.

Findings

The research revealed that student perceived service quality in education has a significant effect on their perception of sustainable practices of the university and student satisfaction. Further, sustainable practices predict student satisfaction.

Research limitations/implications

The findings may guide the key decision-makers in the education industry to incorporate service quality and sustainable practices in their strategy and thereby enhance student satisfaction.

Originality/value

This research is the first of its kind to examine the impact of service quality as perceived by students on the perception of sustainability practices of the university. Further, it empirically tests the effect of perceived sustainability practices on student satisfaction.

Details

Quality Assurance in Education, vol. 29 no. 1
Type: Research Article
ISSN: 0968-4883

Keywords

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