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Using the SERVQUAL model to evaluate the quality of services for a farm school store
Abstract
The main objective of this paper is to present and analyse the findings of research which aims
to measure the services that a locally-based SME (Small-Medium Enterprise) campus store of
a farm school provides to its customers. The examined start-up store is operated by the College
students in the context of their entrepreneurship, business and marketing classes. After one
year of operation students decided to evaluate the quality of the store’s services and measure
the customers’ satisfaction by applying the well-known SERVQUAL model. The deployment
of the model revealed at first the importance of the store know-how to measure services from
the consumers’ perspective so as to better understand their needs. Secondly, the findings of the
research highlighted ‘Security’, ‘Reliability’ and ‘Empathy’ as the most significant dimensions.
The findings of this research can help small and medium enterprises to improve the services they
provide to their customers by focusing on these three important dimensions.
... SERQUAL (abbreviation of the words Service and Quality) is a model for measuring the quality of services through the difference between customers' expectations and perceptions along five dimensions . 6 As per the researchers, (Kebriaei and Roudbari, 2008) they have determined the quality gap of educational services in Zahedan University of Medical Sciences in Iran. The results of that research showed that a negative gap of quality existed in all dimensions of service, the largest and smallest differences between students and faculties viewpoint were in the responsiveness and tangibility dimensions are good 4 . ...
The research aims to use statistical quality control charts to measure the quality level and the quality gap between the perceptions of students and their expectations for the service level provided by Albaha University. The data comprises a total of 200 students selected randomly from a cluster sample of 4 faculties during the period 1-30/04/2015. The data collection involves the use of the service quality (SERVQUAL) questionnaire that measures perceptions and expectations of students for service level in five dimensions consisting assurance, responsiveness, empathy, reliability, and tangibles. The statistical analytic approach of the research focuses on statistical quality control charts (arithmetic mean and capability process). The results reveal that the service level is outside the boundaries of quality control. There is a negative gap in the Faculty of Arts and Sciences in Mandag, and the Faculty of Administrative and Financial Sciences; and there is a positive gap in the Faculty of Arts and Humanities of Sciences in Aqiq, and the Faculty of Science in Aqiq respectively. Also, the results demonstrated that there is a negative quality gap in each of the five SERVQUAL dimensions. The least and the most negative quality gap means are found to be in the assurance elements and tangible dimensions respectively.
... SERVQUAL is a model where it measures the quality of services on how a customer perceives from a service upon receiving it. The SERVQUAL model has also been examined by Handrinos et al (2015) where the model employs several dimensions to UiTM Cawangan Melaka, Kampus Bandaraya Melaka 5 H5 There is a relationship between empathy and customer satisfaction in the Hop-On Hop-Off Tour Bus service in Kuala Lumpur. ...
The purpose of this study is to evaluate how tourists respond to the service provided by Hop-On Hop-Off Tour Bus service in Kuala Lumpur. This study has incorporated with two objectives, namely 1) to assess the relationship between service quality and tourist satisfaction, and 2) to determine the most influenced service quality attributes when using Hop-On Hop-Off Tour Bus service in Kuala Lumpur. SERVQUAL model has been adopted to assess the relationship between independent variables and dependent variables. This study employs descriptive survey from quantitative method where questionnaires were distributed to the users of Hop-On Hop-Off Tour Bus service in Kuala Lumpur. 200 respondents were approached to have them evaluate the service quality while 151 questionnaires were qualified for data analysis stage by using SPSS ver. 24. The findings of correlation analysis have concluded that all five dimensions of service quality are positively correlated to customer satisfaction. Regression analysis has revealed that tangibility, reliability, assurance, and empathy are able to influence customer satisfaction significantly while respondent does not have significant influence towards customer satisfaction. Future research should emphasize on the service quality gap between expectation and perception and also expand the research to Penang Island as Hop-On-Hop-Off service is also available.
... The demographic characteristics form and SERVQUAL questionnaire were used to measure the quality of services. The SERVQUAL questionnaire is designed to measure a gap between the customer's expectations and perceptions of a service along the five dimensions (tangibility, reliability, responsiveness, assurance, and empathy) of service quality (Butt and de Run 2010;Handrinos et al. 2015). This scale rated using a five-point Likert scale ranging from 1 (very bad) to 5 (very good). ...
Aim
To study the effect of a supportive communication techniques program on the quality gap among women who gave birth in outposts.
Subjects and methods
A quasi-experimental study was conducted in two phases, between September 23, 2017 and December 22, 2017, in two unique local childbirth outposts in Zahedan, Iran. In the first phase, a supportive communication techniques training program was held for midwives who work in one of the safe delivery posts (SDPs, n = 7). In the second phase, SERVQUAL (service and quality) questionnaires were completed for 300 women who gave birth at the SDPs (150 in each SDP) and participated in the study. Outcome measures were the women’s expectations and perceptions of childbirth care along the five dimensions (tangibility, reliability, responsiveness, assurance, and empathy) of service quality and quality gap.
Results
There was a positive gap in all five dimensions of the quality of childbirth services for both groups. Additionally, there were significant differences between all SERVQUAL dimensions of the quality gap score in childbirth services between the two groups. A wider positive gap was observed for the intervention group. In the intervention group, the lowest and highest positive quality gap means were in the responsiveness (+ 1.48) and empathy (+ 2.34) dimensions, respectively.
Conclusions
A training program on supportive communication techniques for midwives can improve women’s experiences of childbirth care services.
... However, congestion is one of the biggest concern that might cause the users not be able to reach their destination within the estimated time of arrival (Chong, 2016). Besides, complaints such as driver's attitude, cleanliness, safety, and comfortability are also being raised up frequently when it come to the studies related to the public transportation services in Malaysia (Handrinos, M.C., Folinas & Rotsios, 2015). In addition, the service quality becoming the most influential factors to the satisfaction level of the users who use the public transportation services (Ang, Mahat & Ahmad, 2006). ...
This paper concerned with the public transportation services that offered in Malaysia which is it become one of the attraction for tourism industry. Based from the previous study, it can be said that understanding tourists' use of public transport at the destination is important for sustainable mobility, destination satisfaction, public transport management and destination management thus the development of transportation and growth of tourism are closely related to each other because it is one of the major factors that supports the economic activity and visitors' movement. Moreover, the suggestion from several past researchers regarding the service standard and quality to be offer for each transportation series in Malaysia make this topic relevant to be discussed further. Therefore, several past research related to this topic was reviewed in order to find out the potential of public transportation in order to attract more tourist come to visit Malaysia. Hopefully, the information provided by this paper will able to assist in the next action to support the growth and sustainability of public transportation business in Malaysia.
... Reliability, tangibles and responsiveness remained distinct, but the remaining seven components collapsed into two aggregate dimensions, assurance and empathy. Specifically, SERVQUAL model has been used to measure service quality in a variety of service industries, including the higher education, healthcare sector, banking, fast food, telecommunications, retail chains, information systems, library services, car servicing, airline catering, computer services, ophthalmological services, mental health services, local government, recreational services, accounting firms, business-to-business channel partners (e.g., Arokiasamy, 2014;Arokiasamy & Abdullah, 2013;Asghari & Babu, 2018;Buttle, 1996;Chiang & Perng, 2018;Hartwig & Billert, 2018;Hisham, Sanyal, & Ahmad, 2016;Ismail & Mohd Yunan, 2016;Khattab, 2018;Ladhari, 2009;Leonnard, 2018;Markovic & Raspor, 2010;Michael, Handrinos, Folinas, & Rotsios, 2015;Muhammad Butt & de Run, 2010;Neupane & Devkota, 2017;Ok, Suy, Chhay, & Choun, 2018;Ok & Hengsadeekul, 2018;Pamatmat, Dominguez, Pamin, & Daran, 2018;Patterson, Johnson, & Spreng, 1997;Rehaman & Husnain, 2018;Saghier, 2015;Shekarchizadeh, Rasli, & Huam, 2011;Spreng & Page, 2003;Syahir & Hudrasyah, 2014;Yarimoglu, 2014). ...
... Dependability, effects, and responsiveness stayed particular, yet the staying seven segments fallen into two total measurements, confirmation, and sympathy. Specifically, SERVQUAL model has been utilized to measure service quality in a diversity of service businesses, including the higher education, healthcare sector, banking, fast food, telecommunications, retail chains, information systems, library services, car servicing, airline catering, computer services, ophthalmological services, mental health services, local government, recreational services, accounting firms, business-to-business channel partners (e.g., Arokiasamy, 2014;Arokiasamy & Abdullah, 2013;Asghari, & Babu, 2018;Buttle, 2006;Chiang, & Perng, 2018;Hartwig & Billert, 2018;Hisham, Sanyal, & Ahmad, 2016;Ismail & Mohd Yunan, 2016;Khattab, 2018;Ladhari, 2009;Leonnard, 2018;Markovic, & Raspor, 2010;Michael, Folinas, & Rotsios, 2015;Muhammad Butt, M., & de Run, 2010;Neupane & Devkota, 2017;Ok, Suy, Chhay, & Choun, 2018;Ok, & Hengsadeekul, 2018;Pamatmat, Dominguez, Pamin, & Daran, 2018;Patterson, Johnson, & Spreng, 1997;Rehaman & Husnain, 2018;Saghier, 2015;Shekarchizadeh, Rasli & Huam, 2011;Spreng & Page, 2003;Syahir & Hudrasyah, 2014;Yarimoglu, 2014). ...
Marriage has been described as the most
important and fundamental human relationship in our lives.
Indeed, marital adjustment, happiness, satisfaction and other
terminologies that related to the relationship subjective quality of
marriage have been some of the most popular topics of these
fields. Research on the marital relationship has been one of the
most frequently studied areas of investigation in the family and
marriage field. The literature about marital quality reveals that
scholars have endeavored to gauge and describe variation in a
construct that is itself barely grasped. Despite a plethora of
adequate instruments available as measures of marital quality,
however, there is still lacking an approach, which can increase
theoretical simplicity and at the same time prevents some of the
perplexes apparent in the experimental literature. This paper
describes the development of an instrument called MARIQUAL
conceptualized from the 22-item instrument (called SERVQUAL)
used for evaluating customer experiences of service quality in
business organizations. Even though there have been many
criticisms of the SERVQUAL model, service quality literature
still suggests that SERVQUAL model has been the main standard
model applied to assess and operate service quality around
various service locales and numerous cultural environments and
is prized by scholars and experts. Additionally, it has good
reliability and provides a suitable measurement for perceived
service quality. The paper concludes with a recommended survey instrument for marital quality conceptualized from the
SERVQUAL Model
International Journal of Engineering and Advanced Technology (IJEAT) ISSN: 2249 – 8958, Volume-8 Issue-5C, May 2019 India
... SERQUAL (abbreviation of the words Service and Quality) is a model for measuring the quality of services through the difference between customers' expectations and perceptions along five dimensions . 6 As per the researchers, (Kebriaei and Roudbari, 2008) they have determined the quality gap of educational services in Zahedan University of Medical Sciences in Iran. The results of that research showed that a negative gap of quality existed in all dimensions of service, the largest and smallest differences between students and faculties viewpoint were in the responsiveness and tangibility dimensions are good 4 . ...
تم استخدام خرائط ضبط الجودة الإحصائية لتقييم جودة الخدمة التعليمية في جامعة الباحة، ويهدف هذا البحث إلى استخدام خرائط ضبط الجودة الإحصائية لقياس مستوى الجودة وفجوة الجودة بين توقعات الطلبة وإدراكاتهم لمستوى الخدمة الذي تقدمه جامعة الباحة. حيث تم اختيار عينة من 200 طالب وطالبة عشوائيا باستخدام العشوائية العنقودية من 4 كليات خلال الفترة 01 – 30/2015م، وجمعت البيانات من خلال استبيان جودة الخدمة الذي يقيس توقعات وإدراكات الطلاب للخدمة في خمسة أبعاد للخدمة والتي تتكون من الضمان، الاستجابة، التعاطف، الموثوقية، والملموسية. استخدم في البحث المنهج التحليلي الإحصائي بالتركيز على خرائط ضبط الجودة الإحصائية (الوسط الحسابي وعملية القدرة)، وقد أظهرت نتائج هذا البحث أن مستوى الخدمة كان خارج حدود ضبط الجودة في كل الكليات، وخاصة في كليتي الآداب والعلوم بالمندق والعلوم الإدارية والمالية بفجوة سالبة، وفي كليتي الآداب والعلوم الإنسانية بالعقيق والعلوم بالعقيق على التوالي بفجوة موجبة، كما أظهرت النتائج وجود فجوة سالبة في كل من أبعاد مقياس جودة الخدمة الخمسة وأقلها وأكبرها فجوة في بعدي العناصر السلامة والملموسية على التوالي.
... Gambar 1 Model kesenjangan mutu layanan (Parasuraman, Zeithaml, & Berry, 1985) 4. Penerapan Model Kesenjangan SERVQUAL Mauri, Minazzi & Muccio (2013) dalam penelitiannya tentang penerapan model SERVQUAL selama tiga dekade (Nimsomboon & Haruki, 2003;Posey, 2009), program pendidikan berjarak (Dursun, Oskaybas, & Gökmen, 2013), dan kantin/toko sekolah (Handrinos, Folinas, & Rotsios, 2015). Sedangkan penerapan di lembaga pelatihan, penulis hanya menemukan dari dua sumber yaitu Anizan, Saiful, & Za'im (2012) dan Saeidi, Jafari, Khosheghbal, & Alaei (2013). ...
Tujuan penelitian pustaka ini adalah membahas model kesenjangan SERVQUAL dan mereview penelitian penerapannya di bidang layanan pendidikan. Penerapan model SERVQUAL di bidang pendidikan sudah banyak dilakukan penelitiannya untuk evaluasi mutu layanan pendidikan tinggi dan sekolah (universitas atau akademi, program studi, perpustakaan, kantin sekolah, dan layanan komputer). Sementara untuk evaluasi mutu layanan di lembaga pelatihan masih sedikit jumlahnya. Model kesenjangan kepuasan peserta pelatihan membandingkan antara ekspektasi dan persepsi mengacu pada lima dimensi mutu SERVQUAL. Ekspektasi peserta dipengaruhi dari dua sumber yaitu informasi sebelum pelatihan yang diperoleh dari buku profil pelatihan dan tingkat pilihan pegawai yang memilih pelatihan sesuai dengan kebutuhannya. Pengukuran kesenjangan antara ekspektasi dan persepsi dapat memberikan gambaran sejauhmana tingkat kepuasannya. Kesenjangan yang paling besar khususnya pada dimensi tertentu menjadi masukan bagi lembaga penyelenggara pelatihan untuk melakukan perbaikan program pelatihan secara terus-menerus dan berkelanjutan. Penggunaan instrumen ini dilakukan secara terpisah pada sesi awal sebelum pelatihan (pengukuran ekspektasi) dan sesi akhir pelatihan (pengukuran persepsi). Hal yang perlu diperhatikan penyelenggara adalah menjaga agar tingkat partisipasi peserta yang mengisi kuesioner pada sesi awal dan akhir pelatihan dapat terjaga jumlahnya.
Mata Kuliah ini menyajikan beberapa hal, antara lain adalah manajemen jasa, konsep kualitas, manajemen desain jasa, manajemen kualitas jasa, dan manajemen kepuasan pelanggan serta aplikasi pengukuran kualitas layanan dalam sebuah bidang jasa, pendidikan dan distribusi.
Thequalityofpublic service refers to the satisfaction level provided by the government organizations, whichmeets or exceeds the customers’perceptions, demands, desires andexpectations.IncaseofE-KTP(ElectronicCitizenID),the main problem is basically to improve the quality of its service. The qualified services depend on various aspects such as its implementation (management), human resources, and institutions. The Servqual method was used to find out the quality of E-KTP services in The Klaten Population and Civil Registration Agency (Dispendukcapil) and the service attributes that should be improved. The Kano method was employed to determine the attribute priority that must be improved based on its influence on the public satisfaction. The survey was conducted by distributing questionnaires to 148 respondents. Afterward, a statistical test was performed to assess the validity and reliability of the data. The results were all the expectations attributes and the performance assessments were declared valid since R
The South African higher education landscape has changed significantly. PHEIs (private higher education institutions) play a more important role although they are not yet fully acknowledged as higher education "universities". This may be a strategic incentive for service quality excellence. It seems if the market responds well to PHEIs, because they complement the higher educational need and cater for unique niche markets. The article reports on the level and importance of service quality in three cases of South African PHEIs with the focus on primary service quality dimensions. The purpose of the study was to explore the strategic importance of service quality at PHEIs per se, its general service quality status and their endeavours to manage (measure and improve) service quality. The investigation followed a mixed method approach and applied interviews, observation and questionnaire surveys (using the SERVQUAL instrument). Case research has consistently been of the most powerful research methods in operations and quality management, particularly in contributing to the paucity of literature and the development of new theory and/or new hypotheses. Besides the paucity of literature, the results indicate that service quality at the PHEIs is a high strategic priority and may be a higher priority than service quality at public universities (a hypothesis for further investigation).
In competitive markets, agribusiness firms have embarked on improving their service quality for building and maintaining a profitable relationship with their customers. However, such impact of service quality on business commitment has not been empirically investigated. To fill this gap, this study explores the relationship between service quality and commitment, using a case of supplier selection of fresh produce by hotel, restaurant, and catering (HORECA) sector in Malaysia. Using SERVQUAL as the main component of the conceptual framework, the relevant information was collected from 195 random HORECA operators and analyzed using partial least squares. The results indicate that service quality explains little of HORECA's decision to stay with their current suppliers. While most service quality factors were insignificant, " responsiveness " in term of providing delivery service had a statistically significant positive impact on HORECA's contractual arrangement with their current suppliers. These findings imply that quality service is being seen as a supplement; economic factors (e.g., prices and their stability, credit term) are likely to be the key drivers affecting buyer-seller relationships. If suppliers want to stay on course, they have to improve their service quality and focus more on delivery service. In addition, more research is needed in this relatively new area.
In today's climate of fierce competition, there is a necessity to pay especial attention on customer demands either in manufacturing or service sector. Managers in service sector are under pressure in terms of environmental factors, they focus on customers' satisfaction and this has led to the continuous improvement in the performance of service organizations. Meanwhile, customers' expectations should be properly understood and measured. There have been various efforts to measure the quality of services using the SERVQUAL model. In this study, we try to investigate the concepts and factors influencing the quality of services according to modified SERVQUAL model and then utilize the proposed model of Grey Analytic Hierarchy Process (G-AHP) and Multilevel Grey Evaluation in order to evaluate the quality of services in the framework of Grey Systems Theory (GST). In order to propose our method, we will conduct a case study of the performance of service quality in higher education institutions of Isfahan-Iran.
The delivery of service quality by higher educational institutions will be become more prominent in the future for the success and sustainability of these institutions. The funding of South African universities by government is largely dependent on the attraction, retention and throughput of institutions. Therefore, it is imperative for management and academics to have an understanding of the perceptions and expectations of service quality of students, especially the academic performances at their institutions. The purpose of this study was to measure the perceptions and expectations of students with regard to a particular university in South Africa as to determine whether the university was meeting the service quality expectations of students. An adaptation of the SERVQUAL instrument was used to measure the perceptions and expectations of the students. A convenience sample was used to collect the data from students at three campuses of the institution. Service quality was measured by deducting the expectation scores from the perception scores (SQ = P-E). Negative scores indicate that expectations exceed perceptions meaning that the organisation did not meet the expectations of customers with regard to service quality. Only two of the perceptions minus expectation question scores were positive, 21 of them were negative. This is indicative that the university is falling short in meeting the expectations of students. However, the scales were generic in nature and it should be interpreted with care and it is recommended that further in-depths focus group interviews should be conducted to measure the underlying nature of these shortcomings.
DOI: 10.5901/mjss.2014.v5n20p882
The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.
Hospital performance has emerged as a key policy and planning concern. The aim of this study was to determine the different dimensions of service quality in hospitals of Iran and evaluate the service quality from patients' perspective. Methods: A cross-sectional study was conducted during November and December 2012. The study sample was composed of 385 patients randomly selected from 3 general teaching hospitals in Arak, Iran. SERVQUAL questionnaire which covers service quality dimensions was employed to collect data. Results: The gap in quality dimensions was indicated between patients' perceptions and expectations: Responsiveness: -1.80, Empathy: -1.36, Assurance: -1.28, Reliability: -1.69, and Tangibles: -1.86. The highest expectation and perception were related to the responsiveness dimension while the lowest expectation and perception were related to the reliability dimension. Discussion: Rearranging and deploying better facilities and equipment and service delivery in order to reduce the gap between patients' perceptions and expectations may be helpful. The results of this study demonstrated that SERVQUAL is a useful instrument to monitor and measure the quality of hospital services in a developing country.
Service quality: Insights and managerial implications from the frontier New ideas in service quality currently center on better understanding how the customer is affected by service quality, how a firm implements and measures service quality improvement, and how key trends are likely to affect service quality management in the coming years. Effectively managing service quality requires a clear understanding of what service quality means to the customer. Thus we must understand the nature of customer satisfaction, service quality, and customer value and how these factors interact. Improving the quality of service then requires managing the service product, the service environment, and the service delivery. All of these issues are likely to be affected strongly by several underlying trends, pointing to how business must change in the coming years. We summarize the key issues that should be addressed by managers and by future research . One of us (Rust) recently gave ...
Aims: Identifying quality gap of services provided by hospital lead to preparing improvement projects and programs. This study intends to determine the quality gap in healthcare services provided by Shahid Elmi Field Hospital from the view point of Patients. Methods: In this cross-sectional study, 100 patients admitted to the hospital in 2011 were selected randomly for the study. The data gathered through SERVQUAL Standard Questioner. The content validity and reliability was confirmed by specialist opinions and Cronbach's alpha coefficient, respectively. Data analysis was conducted using descriptive statistics and two-sample t, Pearson correlation and ANOVA tests, using SPSS version 18. Results: According to the patients' views, there is a positive quality gap in delivered services. The highest mean score of the negative and positive quality gap were related to Responsiveness (-0.02) and access (0.035) respectively. There was a significant relation between the frequency of referral and the quality empathy (p=0.05). Conclusion: According to the results, the delivered services of the studied Field hospital is higher than the expectations of patients. It is recommended that processes related to delivery of services, in all dimensions of services' quality particularly responsiveness and assurance, should be identified and reengineered.