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Refinement and reassessment of the SERVQUAL scale
... Other studies (e.g., [27]) adopted SERVQAUL dimensions to assess and measure service quality. The current study draws on the SERVQUAL framework and adopts it as the theoretical framework for this research [28]. This study specifically considers the five dimensions of SERVQAUL that affect customer satisfaction (tangibility, responsiveness, empathy, assurance, and reliability) in the Saudi Arabian logistics industry. ...
Background: The logistics industry is keen to meet customer expectations, which in turn supports trade by enhancing business competitiveness and promoting economic development. Logistics companies realized that fulfillment of customer needs has a significant effect on their business survival, their sales and ultimately their profits. This research analyzes the variables that influence customer satisfaction with parcel delivery services in the Kingdom of Saudi Arabia (KSA), particularly the SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The research also examined whether national culture affects customer perceptions of parcel delivery services in KSA or not. Methods: The research collected data using a self-administered survey, which was directed at a sample of customers in the KSA, who had recent experience with parcel delivery services. Results: The results of statistical analysis showed that the best predicators of customer satisfaction are reliability, followed by the dimensions of empathy, then tangibility and finally responsiveness. In addition, the results showed significant differences in customers’ overall satisfaction between Saudis and non-Saudis. Saudis were more satisfied with the service than non-Saudis were. Conclusions: This research showed the key role of national culture in perceiving parcel delivery service quality in KSA. The findings provide important messages to the administrators of the logistics services in KSA, which have become crucial for the Saudi Vision 2030. They need to customize their service according to customer needs and provide regular training for their staff to be supportive, reliable and have the credibility to deliver services as promised.
... Sasser & Heskett (1994) argue that SQ directly impacts firm profitability and performance. Multiple studies have explored the influence of SQ on customer behaviour, firm performance, BI, customer loyalty, and CS, consistently finding positive effects across various service industries ( High-quality service is a critical marketing requirement for airlines, helping them establish a favourable corporate identity, build passenger confidence, and maintain customer loyalty (Parasuraman et al., 1991). SQ is vital for a company's survival and success (Gilbert & Wong, 2003). ...
This study aims to explore the influence of Service Quality (SQ), Customer Satisfaction (CS) and Brand Image (BI) on airline passengers Repurchase Intentions (RI). Despite the aviation industry grappling with challenges such as increased operational costs and stringent regulations, maintaining high levels of SQ remains essential for customer retention. Using structural equation modelling (SEM), the study examined data collected from 423 participants who flew on foreign-based international airlines and arrived at Chennai International Airport. The study employed analysis of moment structures (AMOS) and the Statistical Package for Social Sciences (SPSS) in a descriptive research approach. The study's findings confirm that the SERVQUAL instrument's five dimensions align with established theory. SQ positively impacts RI, and partially mediated by CS. This study provides valuable insights for airlines to enhance SQ, meet customer expectations, and develop strategies for improving CS, increasing RI, and retaining customers. The study's exploration of this unique combination of factors contributes to addressing a significant research gap in the aviation sector.
... It is assumed that consumers consider various dimensions of a service to reach their overall judgment of service quality (Lee and Ulgado, 1997). Parasuraman et al. developed an instrument called SERVQUAL, which can be used to measure customer perceptions of service quality (Parasuraman et al., 1988(Parasuraman et al., , 1991. It consists of 22 items measuring customers' expectations and another 22 items measuring their perceptions of five dimensions of service performancetangibles, reliability, responsiveness, assurance and empathy. ...
Purpose-This paper aims to present results from a research that analyzed consumer perceptions of service quality in restaurants in four European cities-Belgrade (Serbia), Manchester (UK), Thessaloniki (Greece) and Porto (Portugal). Design/methodology/approach-A total of 802 respondents have been interviewed using a structured questionnaire. The service quality statements covered food quality, building exterior, restaurant interior and layout, seating comfort, restrooms and servicing. Findings-Within all analyzed categories (city, gender and age), servicing of food and taste of food were the most influential factors. However, this study confirmed that there are different patterns in analyzed cities. For each factor analyzed, in at least two cities, results for the items were significantly different. Consumers from different cities showed different perceptions regarding service quality in restaurants. Gender of consumers plays a significant role in the perception of interior, restroom and servicing factors in restaurants. Age of respondents was the category with no significant difference with respect to food quality, layout, restrooms and servicing. Research limitations/implications-Given the great cultural and other differences within the four cities/countries, more research is necessary to determine if similar results would be derived from different samples across various other continental and Mediterranean European cities. Originality/value-In addition to increasing the theoretical understanding of the cultural aspects of the service quality, this paper can be of managerial relevance.
This study aims to examine the mediating effect of customer satisfaction in the relationship between service quality and customer loyalty in the banking sector of Nepal. Tangibility was taken as hard aspect and two dimensions; responsiveness and assurance were taken as soft aspects of service quality to measure customer satisfaction and loyalty. 384 customers of three commercial banks operating in Kailali district i.e. Rastriya Banijya Bank, Nabil Bank and Global IME bank were surveyed using structured five-point Likert scale questionnaire. Data was collected via online and field surveyusing convenience sampling method.The research hypotheses were tested using Structural equation modeling (SEM) with the help of AMOS-22 software. The findings of this study revealed that there is significant positive relationship between service quality, customer satisfaction and loyalty. It means higher the service quality helps to increase customer satisfaction and loyalty. Customer satisfaction has partial mediation effect in the relationship between service quality and customer loyalty. The results of this study will help bank mangers to focus on their customer’s satisfaction and loyalty in order to develop the strategy for competitive advantages. Future researchers can conduct their study on serial and parallel mediation effect of customer satisfaction in service quality and customer loyalty.
This manuscript examined the literature and posited recommendations for restaurant professionals to develop successful and sustainable training programs to improve service delivery in the post-COVID-19 era. This research adds to the literature on service quality, behavioral intentions, and servant leadership in the restaurant industry. The literature indicated that the constructs continue to play an integral role in attracting and retaining restaurant customers. The findings led to practical applications for restaurateurs with strategies to improve service delivery practices, generate more repeat customers and attract quality employees in the post-COVID-19 environment.
Service conformance to customer expectations is measured in terms of service quality. In order to enhance their services, spot issues as they arise, and more accurately gauge customer satisfaction, service business owners frequently evaluate the quality of the services they offer to their clients. The link between sustainable product qualities and consumer decision-making has been the subject of significant research advancements in recent decades. Nonetheless, despite the substantial quantity of research, conclusions are still dispersed and occasionally even inconsistent. Because customers' assessments of service quality vary widely, the goal of this study is to demonstrate analytically and empirically how the SERVQUAL dimensions are coherent across service industries and even within the same service industry. Because the five SERVQUAL dimensions do not correspond to a customer's psychometric aspects of service quality, this conclusion suggests that there is a gap and lack of coherence between SERVQUAL's five dimensions and customer satisfaction.
Zadovoljstvo korisnika upravnim uslugama, posebno onima u lokalnoj samoupravi Republike Hrvatske često je zapostavljeno zbog niza problema i nedostatka provedenih istraživanja o toj temi. Korisnici upravnih usluga, njihova očekivanja i potrebe nisu u fokusu rada lokalne samouprave i nemaju adekvatnu ulogu. Shvaćanje i mjerenje kvalitete rada upravnih tijela je različito te je razvijen niz posebnih instrumenata i modela namijenjenih njezinom unaprjeđenju. U ovom je radu predstavljeno provedeno istraživanje zadovoljstva korisnika radom upravnih odjela za komunalne poslove u gradovima Sisačko-moslavačke županije, na uzorku od 364 ispitanika, primjenom prilagođenoga SERQUAL anketnoga upitnika. Rezultati provedenoga istraživanja otkrivaju da postoji određeni jaz koji se javlja između očekivane i percipirane kvalitete rada upravnog odjela za komunalne poslove. Takav uvid dovodi do zaključka da upravna tijela u gradovima Sisačko moslavačke županije trebaju uzeti u obzir važnost praćenja kvalitete kao temelj upravljanja kvalitetom.
The aim of this study is to assess the service quality gaps lies in the restaurants of Bilaspur city with respect to expectation and experience of the customers’. SERVQUAL scale is adopted and modified to suit the requirement of the study and survey in four well-known restaurants offering variety of cuisines was done. Mean score analysis was performed to identify the persists gaps with respect to expectation and experience of the customers’ This study reveals that only services with respect to willingness to help customers and prompt services (Responsiveness) exceeds the expectation of customers’ and gaps were identified in all other service dimensions which indicates poor service quality of the restaurants. Multiple regression analysis is performed to assess the impact of these service quality dimensions on satisfaction of customers and intention of their revisit. Significant but low impact was found on the satisfaction of customers (31%) and very low influence on intention of revisit was revealed (11%). Findings of this study helps the owners of restaurants to understand the gaps and take corrective actions for improving satisfaction of the customers’, thereby intending them for revisiting the restaurants and recommending the restaurants to others based on their positive experience.
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