This paper examines a potential issue in measuring service quality using the SERVQUAL instrument. Specifically, it is argued that SERVQUAL's dimensions are largely the product of presentation order effects. To validate this argument, this paper presents the results of a field study in which randomised and non-randomised versions of SERVQUAL were administered in multiple organisations. The resulting samples were then used to generate factor structures which proved to be non-congruent. These results raise the question of whether SERVQUAL's dimensions truly represent underlying constructs. If they do not, then should studies continue to report them?
"Posing open-ended questions of customers avoids many of the issues associated with SERVQUAL because there are fewer constraints such as there are no dimensionality constraints (Landrum et al., 2010; Miller et al., 2011). In open-ended text, the customer is not restricted to predefined constructs and can, conceivably, provide new and unexpected information about their perceptions of service and satisfaction. "
[Show abstract][Hide abstract] ABSTRACT: This paper examines the use of variable control charts with data that
originates in text form and uses factors extracted from the text by latent
semantic analysis. We demonstrate how text data from customer comments is
analysed as well as the steps necessary to visualise the extracted factors on an
Exponentially Weighted Moving Average (EWMA) chart. We also show how
the factors correspond to latent service related issues and how using the
EWMA chart to monitor those factors allows for addressing and improving
service quality issues. We also review issues in text mining and suggest areas
for future research
International Journal of Services and Standards 09/2013; 8(3):230-246. DOI:10.1504/IJSS.2013.057237
"Although SERVQUAL provides a useful instrument for researchers to investigate the customer's perception of service quality, multiple studies argue that the framework has several weaknesses, including: (a) in the conceptual level, the definitions of several critical constructs (e.g. expectation, disconfirmation, etc.) in the gap-based service quality framework appear ambiguous (Cronin and Taylor, 1992); (b) in the operational level, the instrument of SERVQUAL could face reliability and validity issues when it is applied to various research contexts (Parasuraman et al., 1994; Qin et al. 2011); (c) in the empirical level, SERVQUAL fails to offer practical implications for managers to apply the management (Cronin and Taylor, 1992; Landrum et al., 2010; Miller et al., 2011). To address these weaknesses, an advanced service quality measurement model, SERVPERF, was proposed in order to better investigate the customer's perception of service quality. "
[Show abstract][Hide abstract] ABSTRACT: Bridging the trust-based decision-making theories with the SERVPERF framework, we introduce a new model to investigate the effects of human agent service quality of an Instant Messaging Decision Support System (IMDSS) on the customer's trust and perceived risk before purchasing in a marketplace with uncertainties. We also introduce a new service quality measurement model, IM-SERVPERF, to fill the current research gap in understanding the composite factors of a quality human service delivered by an instant messaging system. We suggest the findings will contribute to the computer-mediated service system research, and provide several useful service standards for practitioners.
International Journal of Services and Standards 08/2012; 8(1):74 - 91. DOI:10.1504/IJSS.2012.048440
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