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Service quality measurement is one of the significant measurement tools for firms to understand consumers' needs and wants by analyzing the experience of consumers and customers' satisfaction on the services provided. Although there is no general agreement on one particular model used as the measurement of service quality perceived, there are some...
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... Service quality evaluation is an effective tool for businesses to determine their customers' wants and needs. Several effective models that apply in different fields have been developed over time [2]. Organizations use various service quality models and frameworks to measure and enhance quality. ...
This article presents a study of the explanatory power of SKYTRAX's airport rating system, using data from 423 airports for statistical analysis. The study utilizes ordinal regression and Maximum Likelihood Structural Equation Modelling (ML SEM) to propose and test several models. The study results show that only three service quality components based on SKYTRAX have significant explanatory power, i.e., terminal comfort, wayfinding signage, and airports' food and beverage outlets. The study findings have significant implications for airport management and key stakeholders. By prioritizing these service quality components, airport managers can improve operational efficiency and increase service quality, which can attract new investments. The study highlights the importance of addressing the vital elements of airport service quality, which can lead to time and cost savings in problem-solving processes and procedures. The findings also have implications for academia, providing a basis for further research on the importance of airport rating systems for customer satisfaction and service quality.
... The quality and price of product service are import factors that can affect customer experience perceptions. Product quality is evaluated based on durability, suitability, appearance and uniqueness [27], and service quality is measured by its reliability, responsiveness, empathy, assurance, etc. [28]. Some scholars have conducted research on the quality of product service. ...
Research and development (R&D) plays a crucial role in reducing enterprise costs and enhancing competitiveness in the market. Customers’ quality preference for product-service is a key driver of enterprise sales. Consequently, studying R&D investment strategies holds significant research value. This paper aims to provide a comprehensive analysis of the relationship between customers’ quality preference for product-service, R&D investment, and product-service price. To achieve this, we improve the Stackelberg game model to consider these factors and use numerical simulation to investigate the optimal R&D strategy. Results show that an enterprise’s absorptive capacity positively influences its market demand and profit, while negatively impacting its competitors. A higher customers’ quality preference coefficient indicates a stronger competitive advantage. Moreover, implementing a non-cooperative R&D strategy not only helps enterprises expand their R&D investment scale and accumulate knowledge and technology, but also plays a positive role in increasing sales volume and profits. We suggest that enterprises should focus on improving their absorptive capacity and diversifying R&D strategy, while also considering customers’ quality preferences and market demand when making R&D investment decisions. Careful consideration should be given to the pros and cons of cooperative and non-cooperative R&D strategies to choose the most suitable approach.
... High service quality has a substantial and favourable effect on company outcomes such as greater customer loyalty, high market share, and enhanced profitability (Zeithaml & Bitner, 2000;Brady et al., 2002;Lau et al., 2013). Achieving high levels of customer satisfaction is essential to the success of any organisation, as it helps to retain current customers and establishes credibility in the eyes of prospective new consumers (Ghotbabadi et al., 2015). The degree to which a client (SME) is content with the services provided by a firm (SMP) is directly proportional to the extent to which they make use of those services. ...
The proliferation of a larger number of small and medium-sized enterprises (SMEs) has been one of the primary factors that have led to the expansion of the economies of a substantial number of nations all over the world. Taking into mind the fact that SMEs are dependent on the assistance of accounting service practices in order to run their companies. It is of the utmost importance that accounting service practices preserve the quality of service. As a result, there is a limit to both the expectations for and the factors that determine the quality of accounting services given by accounting service firms. Based on a review-based study, this study sheds light on a myriad of different types of accounting services, the motivations to purchase the services, expectations regarding the quality of accounting services offered by accounting service practices, and the factors that influence the quality of accounting services. The results of this study basically found that SMEs perceived that accounting service practices are able to offer a diversified variety of services and business strategies despite the fact that they are unable to fulfil all of the criteria of the SMEs.
... The [7] service quality model therefore suggests the use of the above parameters to assess the influence of various logistics management aspects on service quality. For example; [10] established that there is a link between the Model's dimension of "responsiveness" to the delivery of the right amount of a product, at the right place and time, in the right condition with the right information. ...
... For example, the nature of IT infrastructure management greatly influences the robustness of the equitable, timely and reliable delivery of services to the general public. This is the same case for IT support systems and informational data in government institutions whereby their level of robustness helps in influencing service quality as explained in the subsequent sections [10], [11], [12]. ...
The study was aimed at establishing the impact of management information technology on quality service delivery in government institutions using Greece as a case study. Specifically, the study sought to examine the relationship between IT infrastructure management, IT support systems, and Informational products and quality service delivery respectively. A cross-sectional survey research design based on a sample size composed of different government officials in Greece government institutions was conducted. Data was collected using survey
questionnaires and document review. Data was first presented, analyzed and results interpreted based on descriptive statistics for categorical data and narratives for open ended questions. The study confirmed a significant positive relationship between the different independent variables (IT infrastructure management, IT support systems, and Informational products) and the dependent variable (Quality Service delivery) (p<0.001). The ANOVA results indicated that respondents had varying opinions about informational products and relatively
similar information about quality service delivery in government institutions. The regression results showed that the three study variables could only predict a 34.1% change in quality service delivery in the different government institutions in Greece. Among the different predictors of service quality, control (Beta = .351, p < .01) was a better predictor. The Study confirmed that there is the relationship between the different aspects of management information technology and quality service delivery in government institutions. The study recommended that
government institutions should adopt new advanced tools of developing and managing information systems or technologies so as to enhance service delivery in these institutions. The study also advised more research be conducted to explore the different strategies that can be applied towards improving the robustness of management information technologies in public institutions.
... Generally and according to Forero and Gómez (2017), the customers will be satisfied when they receive a service equal to the size of their expectations if not greater. Conversely, they will be dissatisfied when the received services are less than their hopes and expectations, and although the lack of comprehensive measurements of quality, the quality of service is still measured from the point of customers' view (Ghotbabadi, Feiz, & Baharun, 2015). With trade shows field, there are a number of indicators of customer satisfaction that are in the interest of the company as increasing company profit (Ghaith et al., 2018), positive (WOM) word-of-mouth (Goodman, 2019), and assuring the exhibitors' loyalty and willingness to re-participate in future trade shows (Berne, García-Uceda, & Múgica, 2012). ...
Trade shows help potential stakeholders meet, promote, speed up the sales process, provide opportunities to enter new markets, and launch new products. Trade shows are also the most expensive marketing activity and have a set period. Therefore; this study determined the factors which lead to participant loyalty in the Jordanian trade shows context while investigating the mediating roles of participants' satisfaction, and the moderating role of participation cost. This model was tested using a quantitative method and the questionnaire technique. In order to examine the data, structural equation modeling was used. Findings indicate that service quality is significantly influenced by participants' satisfaction and loyalty. Moreover; participants' satisfaction has a significant relationship with loyalty. More importantly, participants' satisfaction plays a mediating role between service quality and, loyalty. Also; the trade shows participation cost the moderating role between service quality and, participants' satisfaction. This study may help to encourage the organizers of Jordan exhibitions to focus on the tangible aspects along with the participating cost, to achieve overall satisfaction and loyalty that makes attending the exhibition is very important and worthy.
... The authors in [16] focused on some parameters such as call set-up success rate (CSSR), call drop rate (CDR), network capacity, and bit error rate (BER) to measure the QoS for a network. Service quality can be assessed using the most relevant key performance indicators (KPIs) and key quality indicators (KQIs) for cellular networks and services [17,18]. ...
Telecommunication network reliability remains a top priority for both customers and service providers. Downtime can result in revenue loss for providers and productivity loss for customers. Thus, accurately predicting downtime severity can help providers plan and respond effectively. This study models telecommunication network downtime severity using discrete-time Markov chains (DTMC). The data used consists of 1,211 daily network downtime records, in minutes, recorded by Ghana's national communications authority (NCA) from August 1, 2015, to April 30, 2021. The severity of daily downtime was categorized into 5 categories based on duration. Results indicate that the majority (n=905) of daily network downtime was negligible, while only 25 outages were severe. The transition probability matrix indicates that if the present network downtime severity is negligible, there is an 81% chance that the next network downtime severity may also be negligible, a 12% chance of minimal severity, a 4% chance of significant severity, a 2% chance of serious severity, and a 1% chance of severe severity. The steady-state distribution indicates that over the long term (n ≥ 17), 74% of network downtime severity is expected to be negligible, while only 2% is expected to be severe. Based on probability simulations for 12 steps, it is evident that the 'negligible' category is the most probable network downtime severity, regardless of the initial severity category. These findings can assist telecommunication providers in better planning and delivering more reliable services to their customers.
... m.in. Bore, Rutherford, Glasgow, Taheri, Antony 2017;Parasuraman, Zeithaml, Berry 1985;Ramezani, Feiz, Baharun 2015;Shyju i in. 2021). ...
The aim of the article is the quality assessment of service at fi ve four-star hotels in Lublin in the light of reviews left on booking.com. Query and contextual analysis methods were used during the research. Of the hotels analysed, the highest quantitative score (9.25) was given to the Atelia Banquet & Catering Centre hotel, while the highest qualitative score (taking into account guests' opinions) was given to Focus Hotel Premium Lublin (9.08). In terms of qualitative assessment in relation to the assumed areas, it appears that the intangible elements (especially the variety and taste of meals, cleanliness in the hotel and in the room) received the most comments, but the tangible elements (exterior appearance of the building, interior design/aesthetics, location) received the highest remarks. The least feedback was in the areas of "price-quality ratio" and "comfort of stay". A comparison of the ratings of the four-star hotels analysed with those of the three-star hotels and hostels shows that in all of them, cleanliness (in the hotel and in the room), the location of the facilities and price-quality ratio were important to guests. Thus, in relation to the emotional model of customer satisfaction, clean hotels, their aesthetic interiors, their good location, varied and tasty meals, friendly staff , and good price-quality ratio can all have a positive impact on the perception of Lublin's tourist space.
... Academics emphasize that the multidimensionality of services results in specific dimensions for each type of service sector, making it very difficult to develop a single model for measuring service quality (Brady & Cronin, 2001). This multidimensionality creates problems in measuring services because the dimensions may vary depending on the type of service sector (Ramezani Ghotbabadi et al., 2015). Moura and Sintra emphasized that the problems of measuring service quality in local governments begin with customer identification. ...
Maintaining an adequate level of services becomes a particularly difficult challenge in the current conditions of the COVID-19 pandemic, which greatly complicates the organization and implementation of tasks assigned to public entities. Therefore, it was deemed important to determine the impact of the COVID-19 pandemic, considered in the context of global risk, on the quality of customer service in the local government units. In the theoretical part, the investigations presented in this study contain a discussion of public service provision by local government units. The publication includes a study of the concepts of quality and satisfaction. The article also draws attention to the aspect of risk as an indispensable element of business entities in relation to the global risk caused by the SARSCoV-2 virus. The empirical part presents the results of surveys conducted using the Servqual method and the Kruskal-Wallis test. In conclusion, providing high-quality services is a challenge for many local government units. The COVID-19 pandemic has negatively affected the dimensions of reliability and trust that make up the quality of customer service in local government units. This is evidenced by the results which show the deterioration of the quality of customer service during the pandemic. The current situation exacerbates the negative trend resulting from the gap between the perception of the services provided and the actual requirements of the respondents.
... The quality of service has been defined as a frame of mind toward the service proposed by an organization arising from expectations' comparison with achievement (Carrillat, Jaramillo, & Mulki, 2007). As it has been studied as an expectations' comparison with achievement, other studies have focused only on evaluating perception of performance, supposing that participants provide their valuations by spontaneously comparing perceptions of performance with expectations' performance (Ghotbabadi, Feiz, & Baharun, 2015). ...
Personal branding has become an important notion in health care management literature in the current era. The healthcare staff should be recognized as members of the team who provide quality care to patients. The present research examines the impact of personal branding of radiologists on perceived service quality placing particular emphasis on the health care sector in Pakistan. A convenience sampling method was used. The variables of personal branding are communication, behaviour and appearance and the variables of Perceived Service quality are responsiveness and reliability. The results of the study indicate that Communication is significantly correlated to responsiveness and reliability. Behaviour was significantly correlated to responsiveness while appearance significantly correlated to reliability. The finding of the study affirms the significance of personal branding as one of the crucial components in improving Perceived Service quality by health care units.
... There is an influence of competence on service quality. (Ghotbabadi et al., 2015); (Hamzah et al., 2019); (Marsudi, 2017); (Pakurár et al., 2019); (Pasharibu et al., 2018); (Suharno, 2017) ...
The use of information technology to
support the various needs and development of organizations, individuals, and
companies will undoubtedly bring something positive. With the assistance of
information technology, the company's performance will be excellent. Moreover,
the excellent performance also necessitates organizational commitment. A strong commitment will enhance the quality
of the company's products or services. Hence, improving service quality is the
first step toward increasing customer satisfaction. Based on this phenomenon,
the independent variables in this study are information technology, competence,
and commitment, with service quality representing an independent variable and
customer satisfaction representing an intervening variable. The object
study of this research is permanent employees at PT. ADM in Tasikmalaya. This
research uses quantitative with explanatory research methods. According to the
results of a study, information technology (X1), competence (X2), and
commitment (X3) all have a significant effect on service quality (Y) and its
implications for customer satisfaction (Z).
