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... 2.1.1 Service quality Parasuraman, Zeithaml & Berry (1988) define service quality as the gap between customers' expectations of service performance and their perceptions and experiences when using the service. Gronroos (1984) suggests that service quality encompasses technical quality and functional quality. ...
... It is a measure of how well a company adheres to the quality service procedures of logistics; it is reflected in aspects such as transparency, speed, efficiency, and compliance with regulations; the accuracy of feedback information; and the thorough guidance provided by the service provider. Studies have demonstrated that reliability affects service quality (Parasuraman et al., 1988;Cronin & Taylor, 1992;Le et al., 2020;Nguyen & Le, 2021). Therefore, the study proposes the hypothesis: ...
... It is a measure of the company's employees' attitude towards the businesses using the service; the employees' understanding of the difficulties faced by businesses during logistics procedures; and the company's attention to improving logistics procedures in response to the businesses' legitimate and reasonable requests. Empathy impacts service quality (Parasuraman et al., 1988;Cronin & Taylor, 1992;Le et al., 2020). Therefore, the study proposes the hypothesis: ...
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Service quality is a matter of great interest to researchers and businesses. Due to different cultural environments, consumers may perceive service quality differently across various types of services. In this study, we investigate the factors affecting the quality of logistics services at Can Tho Port Joint Stock Company (CTP). CTP serves as an important logistics hub and plays a crucial role in supporting trade and transportation activities in the Mekong Delta region of Vietnam. The research objective is to determine the factors affecting the quality of logistics services at Can Tho Port Joint Stock Company, and on that basis to propose some management implications to improve the quality of logistics services. The research was conducted with a sample size of 123 representatives of business owners who have been using logistics services at Can Tho Port Joint Stock Company. Research methods combine qualitative research and quantitative research. The research model implemented includes 06 independent variables including Reliability, Empathy, Assurance, Tangible means, Responsiveness, and Port resources. Survey data analysis was performed through the following steps: Descriptive statistics, Scale reliability assessment, Exploratory factor analysis, Correlation analysis and Multivariate linear regression analysis. The results show that 5 independent variables are statistically significant and affect the dependent variable of logistics service quality; The 05 independent variables in the model can explain 55,9% of the variation in the dependent variable of service quality. Factors affecting logistics service quality in decreasing order of impact include Assurance, Port resources, Responsiveness, Reliability, and Tangible facilities.
... (Parasuraman, et al., 1988 (Asubonten, et al., 1996;이문규, 2002). Cronin & Taylor(1992)는 기대를 측정하지 않고 성과에만 초 점을 맞춰 SERVPERF를 제시하였다. ...
... . Cronin & Taylor(1992)는 기대를 측정하지 않고 성과에만 초 점을 맞춰 SERVPERF를 제시하였다. Powpaka(1996) (Parasuraman, et al., 1988;Cronin, et al., 2000). ...
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As pets such as dogs and cats have been accepted as family members and companions, calling them companion animals has become more and more common. As the trend of identifying companion animals with humans and treating them as members of a family is spreading, people are more concerned about food, health, and leisure for companion animals, searching for expensive products, and accelerating the growth of related businesses. This study collected data by conducting an online questionnaire targeting customers who visited online companion animal shopping malls. Data collected only for people who have purchased companion animals at least once in online shopping malls for companion animals were used for empirical analysis. Questionnaires from 205 people were collected, but a total of 198 copies were used for the analysis, excluding the questionnaire that gave an insincere response. The results are as follows. First, through exploratory factor analysis, it was confirmed that the service quality factors of the online shopping mall for companion animals consisted of four dimensions: communication-transaction, safe security, design, and information provision. Second, it was found that communication-transactions, information provision, design, and safe security, which are the service quality factors for companion animal online shopping malls, all have a significant positive (+) effect on customer satisfaction. Third, it was confirmed that customer satisfaction in online shopping malls for companion animals had a significant positive (+) effect on loyalty. Fourth, in the relationships between service quality factors (communication transaction, safety security, design, information provision) and loyalty of companion animal online shopping mall, it was confirmed that customer satisfaction has complete mediating effects.
... Earlier studies by Parasuraman et al. (1985) provided service quality aspects based on the dependability, responsiveness, competence, access, courtesy, communication, trustworthiness, security, understanding, and knowledge of consumers and tangibles. Moreover, Parasuraman, Zeithaml, and Berry (PZB) (Parasuraman et al., 1988;De Lazari and De Souza, 2021;Oliveira, da Silva, da Silva Filho, Monteiro and Gonçalves, 2023) reduced the 10 elements of service quality into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. They also established a multiple-item scale (SERVQUAL) to measure the service quality. ...
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This study proposes an AHP-SERVQUAL model to evaluate service quality in the Algerian hotel industry, emphasizing the gap between customer expectations and managerial perceptions. The research involved four hotels in Constantine, Algeria, and analysed responses from 12 managers and 77 customers. Utilizing the SERVQUAL dimensions—tangibility, reliability, assurance, empathy, and responsiveness—this study examines 19 selection criteria, weighted through the Analytic Hierarchy Process (AHP). The findings reveal significant discrepancies: managers overestimate tangibility and reliability, while underestimating empathy, responsiveness, and assurance. In contrast to the managerial focus on tangibility, the responsiveness dimension is valued most by customers. This misalignment highlights the need for managerial strategies that align better with customer priorities to enhance service quality and competitiveness. This study contributes to the literature by integrating AHP with SERVQUAL, thereby offering insights into improving service delivery and customer satisfaction in the hospitality sector. Future research should explore broader geographic contexts and additional service dimensions to gain a more comprehensive understanding.
... Thus, it instills confidence in customers that long-term service providers will deliver advantages. Conversely, if a customer is dissatisfied with the company's remedial actions, the customer-enterprise relationship may be terminated (Parasuraman, Zeithaml and Berry, 2002). Hence, service recovery is a component of quality management that aims to preserve a positive link among companies and customers (Schweikhart, Strasser and Kennedy, 1993). ...
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This study investigates the influence of service recovery strategies (apologies, explanations, and empathy) on customer relationship quality and repurchase intentions within the Egyptian banking sector. Data was obtained from a large sample of 517 Egyptian bank customers who had previously experienced service failure through the administration of an online survey questionnaire. The collected data was analysed using SmartPLS 4 software, and the findings revealed a significant positive impact of service recovery strategies such as apologies, explanations, and empathy on customer relationship quality. Moreover, the results also emphasized the critical role of high relationship quality in enhancing customers repurchase intentions. Consequently, these findings indicate the importance of banking organizations systematically adopting service recovery strategies and building strong customer relationships to maintain satisfaction and repurchase intentions. Additionally, this research contributes to a deeper comprehension of the role service recovery strategies play in customer relationship management within the Egyptian banking industry.
... The substantial positive effect of Service Quality on Intention to Use (t = 3.833, p = 0.000) underscores the essential function of responsive support systems in promoting platform adoption. In alignment with the findings of Parasuraman et al. (1988), effective service delivery fosters trust and boosts user confidence, both of which are critical for promoting continued usage. ...
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The incorporation of digital technology in education is essential for enhancing teaching efficiency and optimizing school administrative operations. This analysis assesses the efficacy of the Pijar Sekolah application, a digital tool aimed at improving educational management in Indonesia. The study examines four essential elements: System Quality, Information Quality, Service Quality, and User Satisfaction, and their impact on the intention to utilize the platform. A quantitative research method was utilized, gathering data from 231 active users of the application, comprising school administrators and teachers. The analysis of the data was conducted through Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the interrelationships among the variables. The results demonstrate that Information Quality and Service Quality have a substantial influence on user satisfaction and the intention to use, whereas System Quality exerts a lesser impact. Furthermore, it was observed that user satisfaction played a mediating role in the connection between platform features and the overall benefits experienced by users. This study enhances our comprehension of digital transformation in education, providing theoretical insights and practical recommendations aimed at improving the usability and scalability of educational technologies. It is essential for those in positions of authority and development to focus on designs that center around the user in order to enhance the effectiveness of these platforms. Future investigations should delve into supplementary variables and the enduring viability of digital solutions in education.
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The objective of this article is to present knowledge derived from a literature review on causal factors of hotel’s revisit intention among tourists. The article to explain the meaning, background, components, and relationships of variable related to hotel’s revisit intention among tourists. Methodology by documentary research from 250 articles, with the source of the articles from various databases and analyzed data by content analysis. Based on the literature review found that the variables commonly used to study hotel’s revisit intention among tourists include customer experience, service quality, brand image, and customer satisfaction.The objective of this article is to present knowledge derived from a literature review on causal factors of hotel’s revisit intention among tourists. The article to explain the meaning, background, components, and relationships of variable related to hotel’s revisit intention among tourists. Methodology by documentary research from 250 articles, with the source of the articles from various databases and analyzed data by content analysis. Based on the literature review found that the variables commonly used to study hotel’s revisit intention among tourists include customer experience, service quality, brand image, and customer satisfaction.
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Optimal customer service is one of the main indicators of the success of banking services, especially in the customer service department. However, inefficient queues are often an obstacle in meeting customer expectations. This study aims to understand the queue system implemented at BNI KCP UNM, identify the main obstacles, and explore strategies that can improve efficiency and service satisfaction. This study uses a qualitative approach with a case study method. Data was collected through in-depth interviews with customer service staff and customers, direct observation of the queue system, and analysis of documents related to service policies. The results of the study show that the current queue system faces several challenges, such as lack of flexibility in handling customer surges during peak hours, limited human resources, and lack of use of supporting technology. In addition, customer experiences reveal a sense of dissatisfaction caused by long wait times and lack of information related to the queue process. The conclusion of this study is that the optimization of the queue system requires a holistic approach, including the development of technology-based systems, improving staff competencies, and more effective communication with customers. These strategies can support the achievement of more efficient services and increase customer satisfaction at BNI KCP UNM.
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This research aims to determine the analysis of service quality on customer satisfaction at the Tingkir Type A Terminal, Salatiga City. In this research, the objects taken were service users at the Tingkir Terminal. Data sources include primary and secondary data. The sample in this study was 100 service user respondents at Tingkir Terminal. Data collection was carried out using observation methods, literature studies, interviews, documentation and questionnaires. The data analysis technique is a multiple linear regression technique which is first tested through a questionnaire test (validity and reliability) and classical assumption tests (autocorrelation, heteroscedasticity, multicollinearity, normality). The results of the analysis using the statistical tools of the SPSS V.26 program obtained a multiple linear regression equation: Y = 2,637 + 0,170.X1 + 0,203.X2 + 0,180.X3 + 0,179.X4 + 0,171.X5 + μ. The results of the multiple linear regression equation show that the Tangible Variable (X1) has a tcount of 0.170 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The Reability variable (X2) has a tcount of 0.203 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The Responsive Variable (X3) has a tcount of 0.180 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The variable Emphaty (X4) has a tcount of 0.179 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The Assurance variable (X5) has a tcount of 0.171 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. Based on the results of the study, conclusions can be drawn from multiple linear regression analysis and the distribution of respondents' answers regarding independent variables (Tangible, Reability, Responsive, Emphaty, Assurance) has an influence on the dependent variable (Customer Satisfaction).
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This study sought to investigate the link between student satisfaction and the canteen's service quality at Vidyabharti Trust Campus in Baben, Bardoli, Gujarat, India. A non-experimental descriptive correlational research design was employed in the study, which involved 350 students from different institutions of the campus. The statistical methods-Pearson Product-Moment Correlation (Pearson r), regression analysis, and the mean were employed in the study. Empathy, responsiveness, assurance, tangibility, and reliability were the factors that determined the catered service quality. Canteen ambience, cleanliness, amenities, features, and costs all contributed to students' satisfaction. The results exhibited that students' perceptions of the canteen service quality are somewhat good, and that their level of satisfaction was also moderate. Moreover, there is a favorable association between the quality of the canteen services and student satisfaction, with tangibility, assurance, reliability, responsiveness, and empathy all showing high levels of correlation. Furthermore, the canteen service quality domains of tangibility and responsiveness have a substantial impact on student satisfaction. Therefore, in light of the two indicators of student satisfaction, canteen managers are advised to improve the quality of services they offer to students.
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