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Refinement and reassessment of the SERVQUAL scale
... Esses contextos sugerem a relevância da avaliação da qualidade e satisfação pelos usuários de serviços públicos, além da promoção do empoderamento dos usuários. Surge a importância dos modelos e escalas de qualidade, por exemplo, a SERVQUAL Adsit, 1994;Zeithaml, 1988a;1991a), mundialmente aplicada às diversas tipologias de serviços, tendo sido adaptado para serviços de saúde (Babakus; Mangold, 1992;Mangold;Babakus, 1989) quanto à expectativa e à percepção na experiência de usuários e consumidores em algumas dimensões dos serviços. ...
... Há, ainda, estudos que utilizam a satisfação na condição de referente de comparação, que fundamentam o paradigma da desconfirmação, modelo de desconfirmação ou "gap model" (Oliver, 1980;1981a;Zeithaml, 1985b;1988b;1991a;Tse;Wilton, 1988;Yi, 1990), que sustenta que os consumidores ficam satisfeitos se o desempenho percebido excede (desconfirmação positiva) ou iguala as expectativas (confirmação) e insatisfeitos se o desempenho observado é inferior às expectativas (desconfirmação negativa) (Oliver, 1981b;Desarbo, 1988). Assim, alguns estudos (Oliver, 1980;1981a;Tse;Wilton, 1988;Yi, 1990) explicam que os consumidores formariam expectativas pré-consumo, que quando comparadas com a percepção de desempenho no encontro de serviços, conduzem à confirmação/desconfirmação das expectativas. ...
... Na evolução desses estudos surgiram as escalas psicosométricas para mensuração da qualidade percebida, baseadas no modelo de gap model de satisfação (Oliver, 1980;Linda, 1981;Reilly, 1983), nas quais a posição da percepção do cliente sobre a qualidade de serviço percebida depende da natureza e da extensão da discrepância entre a expectativa de serviço e a percepção de desempenho. Assim, foca-se a mensuração da distância entre a expectativa e a percepção de qualidade de serviços, com análise de pertinência e aplicações Cronin, 2001;Cronin;Hult, 2000;Zeithaml, 1988a;1991a;Trawick, 1980;. ...
Avaliação de qualidade e satisfação na experiência de usuários de saúde: validação transcultural de instrumento internacional aplicado ao SUS
Conclusão - A adequação da escala Servqual transformou-se em 20 questões fechadas em uma escala inovadora (QualitySaude) com o objetivo de avaliar os serviços prestados na saúde pública brasileira que permite visualizar a percepção do usuário em contraponto às suas expectativas, além de ressaltar quais pontos (13 subdimensões e seis macrodimensões de qualidade) que devem ser revisados pelos gestores públicos e agregar valor às pesquisas de satisfação oferecidas para organizações de saúde, por apresentar resultados e interpretações reais da experiência dos usuários, conforme tendência (Patient Reported Outcome Measures- PROMs) (PATRICK; BURKE; GWALTNEY; LEIDY et al., 2011; REEVE; WYRWICH; WU; VELIKOVA et al., 2013; WILD; GROVE; MARTIN; EREMENCO et al., 2005), além de permitir a gestão e decisões em áreas onde a avaliação média está abaixo da expectativa dos usuários.
A análise da tabela 1 permite afirmar que todas as questões validadas analisadas (SDQ07CV19 - Acessibilidade aos Serviços e SDQ07CV20 - Satisfação Global não foram mensuradas quanto a Expectativa) obtiveram valoração média elevada (superior ou cerca de 3, importante/relevante), solicitando aos entrevistados ponderações em escala de Likert de 1 (nada importante) a 5 (extremamente importante) e procedendo uma análise de médias das notas atribuídas comparativa entre unidades de saúde da amostra. Por sua vez, o gráfico 1, demostrou a validação das 5 macrodimensões da escala original Servqual.
... Esses contextos sugerem a relevância da avaliação da qualidade e satisfação pelos usuários de serviços públicos, além da promoção do empoderamento dos usuários. Surge a importância dos modelos e escalas de qualidade, por exemplo, a SERVQUAL Adsit, 1994;Zeithaml, 1988a;1991a), mundialmente aplicada às diversas tipologias de serviços, tendo sido adaptado para serviços de saúde (Babakus; Mangold, 1992;Mangold;Babakus, 1989) quanto à expectativa e à percepção na experiência de usuários e consumidores em algumas dimensões dos serviços. ...
... Há, ainda, estudos que utilizam a satisfação na condição de referente de comparação, que fundamentam o paradigma da desconfirmação, modelo de desconfirmação ou "gap model" (Oliver, 1980;1981a;Zeithaml, 1985b;1988b;1991a;Tse;Wilton, 1988;Yi, 1990), que sustenta que os consumidores ficam satisfeitos se o desempenho percebido excede (desconfirmação positiva) ou iguala as expectativas (confirmação) e insatisfeitos se o desempenho observado é inferior às expectativas (desconfirmação negativa) (Oliver, 1981b;Desarbo, 1988). Assim, alguns estudos (Oliver, 1980;1981a;Tse;Wilton, 1988;Yi, 1990) explicam que os consumidores formariam expectativas pré-consumo, que quando comparadas com a percepção de desempenho no encontro de serviços, conduzem à confirmação/desconfirmação das expectativas. ...
... Na evolução desses estudos surgiram as escalas psicosométricas para mensuração da qualidade percebida, baseadas no modelo de gap model de satisfação (Oliver, 1980;Linda, 1981;Reilly, 1983), nas quais a posição da percepção do cliente sobre a qualidade de serviço percebida depende da natureza e da extensão da discrepância entre a expectativa de serviço e a percepção de desempenho. Assim, foca-se a mensuração da distância entre a expectativa e a percepção de qualidade de serviços, com análise de pertinência e aplicações Cronin, 2001;Cronin;Hult, 2000;Zeithaml, 1988a;1991a;Trawick, 1980;. ...
Evaluation of quality and satisfaction in the experience of health users: cross-cultural validation of an international instrument applied to the SUS
Conclusion - The adequacy of the Servqual scale was transformed into 20 closed questions on an innovative scale (QualitySaude) with the objective of evaluating the services provided in Brazilian public health that allows visualizing the user's perception in contrast to their expectations, in addition to highlighting which points (13 sub-dimensions and six macro-dimensions of quality) should be reviewed by public managers and adding value to the satisfaction surveys offered to health organizations, for presenting real results and interpretations of the user experience, according to the trend (Patient Reported Outcome Measures - PROMs) (PATRICK; BURKE; GWALTNEY; LEIDY et al., 2011; REEVE; WYRWICH; WU; VELIKOVA et al., 2013; WILD; GROVE; MARTIN; EREMENCO et al., 2005), in addition to allowing management and decisions in areas where the average evaluation is below the users' expectations.
The analysis of table 1 allows us to affirm that all the validated questions analyzed (SDQ07CV19 - Accessibility to Services and SDQ07CV20 - Global Satisfaction were not measured in terms of Expectation) obtained a high average score (higher than or about 3, important/relevant), asking the interviewees to weigh on a Likert scale from 1 (not at all important) to 5 (extremely important) and analyzing the means of the scores attributed comparatively between the health units in the sample. In turn, graph 1 demonstrated the validation of the 5 macro dimensions of the original Servqual scale.
... Hence, this behaviour deals with the strength and duration of the emotion to be displayed (Harini, 2013). However, the severity of employee's effort and strength exerted during service transaction constitute the key to reliable service delivery as it tends to increase employees' service confidence for both customers and service providers (Evbayiro-Osagie & Evbayiro, 2017; Morris & Feldman, 1996;Parasuraman, et al., 1991). ...
... This behaviour hinges on organization's ability to set clear template for defining the human attitude and behaviour at work (Li, 2019;McShane & Von Glinow, 2003;Mugizi, et al., 2019) which remains critical to their survival and growth. The idea is that organizations today sells well planned packages of tangibles and intangible values with the aim of regulating employees' emotional display and behaviours (Hochschild, 1983;Pakurar, et al., 2019;Parasuraman, et al., 1991;Starkhammar, 2016) in order to increase their profit base. This template defines the kind of work attitude and behaviour needed of employees by their organization during service transactions. ...
Quality service delivery remains a distinguishing factor that differentiates a performing
organization from its rivals and as such determine organizational success because it increases
talent retention and employee’s creativity. Thus, the study investigates the moderating
influence of organizational structure on the relationship between emotional labour and
employee quality service delivery amongst tertiary healthcare providers. The study adopted a
cross-sectional survey research design with a sample size of 319 personnel drawn from
tertiary healthcare providers in Bayelsa State using self-report questionnaire with stratified
random sampling technique. The collected data were subjected to statistical analysis using
Spearman Rank Order Correlation Coefficient with the aid of Statistical Package for Social
Sciences. The findings revealed that emotive effort and emotional intensity components of
emotional labour give credence to employee quality service delivery in the form of reliability
and empathy among tertiary healthcare providers. Also,organizational structure moderates
the relationship between emotional labour and employee quality service delivery. Based on
these outcomes, it was concluded that organizational structure if well placed will unlock
employee quality service delivery to patients in the tertiary healthcare domain using
emotional labour. The study recommended for tertiary healthcare administrators to build
atmosphere of trust among their workforce so that personnel could freely empathize with
clients in a caring manner through the demonstration of positive emotions while executing
their job.Furthermore, a decentralized structure should be adopted in the routine operations
of tertiary healthcare systemsto enable employees exert more effort on the job even when
these efforts seem to contradict their individual feelings on their assigned task.
... This means that service providers must provide service in conformity to customers' expectation consistently. Blery In all of the above definitions, quality service delivery remains the extent to which the service fulfills the need and expectations of customers (Ezeokoli & Ayodele, 2014;Parasuraman, et al., 1991). Thus, this study conceptualized employee quality service delivery as the perceived value customers derive or are expected to get from service personnel during interpersonal transaction in a service environment. ...
... Parasuraman, et al., (1985) had however, identified ten indicators that are useful for customers' evaluation of quality service delivery which include reliability, communication, responsiveness, credibility, tangibles, competence, service accessibility, courtesy, security and comprehension of the user. They later merged competency, credibility, courtesy, and security to be assurance while accessibility, communication and comprehension of the user to empathy (Parasuraman et al. 1991). Furthermore, Pollyn et al. (2017) identified accessibility, completeness, reliability, conformance and timeliness. ...
Effective quality service hinges on managing employee behavior. This study examined
the influence of emotional labor on employee quality service delivery among tertiary healthcare
providers in Sub-Saharan Africa, specifically Bayelsa State, Nigeria. Adopting a positivist
philosophical paradigm and a cross-sectional survey design, the study sampled 319 senior cadre
employees using Taro Yamene's formula and stratified sampling technique. Data were collected
through self-administered questionnaires, with 291 usable for analysis. The Spearman Ranked
Order Correlation Coefficient statistical tool was employed. Findings revealed that emotional
dissonance led to emotional exhaustion, burnout, depression, and job dissatisfaction. Conversely,
emotional frequency fostered service confidence, enabling service personnel to better understand
patients' true medical situations. The paper concluded that emotional labor, in the form of both
emotional frequency and dissonance, enhances service personnel's work performance. The time
spent with patients creates an atmosphere of trust, likeness, and respect between personnel and
their patients. Tertiary healthcare facilities are urged to consistently monitor service personnel
behavior to identify those who may be psychologically derailed by strenuous working conditions.
Such monitoring can help these facilities better address the demanding nature of healthcare jobs
and improve the quality of service offered to patients, ultimately reducing medical tourism.
... Literature Service quality has is an important area of study for academics and professionals in the service literature. The SERVQUAL scale was created by Parasuraman& Berry et al. (1991) to gauge perceived service quality. It has undergone successful testing in several service industries. ...
This study investigates the connections between patient loyalty, patient satisfaction, and the quality of healthcare services provided in Telangana, India's public and private hospitals. Data was gathered from 600 respondents, equally distributed throughout seven hospitals, using the SERVQUAL instrument. A stratified random sample was used in the study to guarantee thorough insights from admitted patients. Important results show that patient happiness and loyalty are highly influenced by the perceived quality of healthcare services. Furthermore, particularly in areas like medical treatment, operational activities, and physical upkeep, patient satisfaction acts as a mediator in the relationship between service quality and loyalty. When comparing private hospitals to public hospitals, higher levels of satisfaction and loyalty were found. The study emphasizes how crucial it is for healthcare services to continuously improve their quality to improve patient outcomes and institutional reputation. Future studies should examine how demographic factors, and longitudinal effects affect patient views in various healthcare environments.
... The investigation further delineated seven dimensions contributing to customer satisfaction, which include: Tangibles, Reliability, Assurance, Empathy, Perceived Price, Relationship Service, and Relationship Parasuraman et al. (1988) Parasuraman et al. (1991 The U.S. Positive ...
Purpose—Quality service plays a significant role in enhancing customer satisfaction and loyalty. The main objective of this research is to investigate the effect of Salalah port service quality on customer satisfaction. Design/methodology/approach—This paper used a quantitative research design. Data were collected from 300 repeated customer of Salalah Port in Oman. Statistical Package (SPSS) version 25.0 was used for analysis of data and adopted to test the hypothesized model. Findings—The research findings confirm the positive influence of the five dimensions of service quality – tangible, empathy, reliability, responsiveness, assurance (TERRA) on customer satisfaction. Originality/value—The findings of this study develop the literature by adding empirical research evidence that the TERRA of Salalah port service quality which have a significant effect on customer satisfaction. The result also provide evidence from the Arab region where the data and research in this region are limited.
... The authors of SERVQUAL in developing and purifying the scale measured the service quality of a broad crosssection of the service industry. They measured the quality of service provided by five different service categories, appliance repair and maintenance, retail banking, longdistance telephone, securities brokerage and credit cards (Parasuraman et al., 13 , 1991 14 . Subsequently, SERVQUAL has been used worldwide as a basis for measuring the quality of service offered by banking (Balchard and Galloway, 1994) 15 Credit Unions (Chidester, 1995) 16 Public services , 17 Donnely, et. ...
This article examines the concept of service quality and reviews several service quality models. The measurement of service quality model called as SERVQUAL model has been developed by Parasuraman, Zeithmal and Berry, which consists of five dimensions such as Tangibles, Reliability, Responsiveness, Assurance and Empathy. It contains two sections: (i) 22 items relate to customers' expectations and another 22 items relate to customers' perceptions on service provided by the service organizations. Further the article deals with service quality gap model to identify the between expected service and perceived service. This would help better understanding of measurement of service quality. The SERVQUAL scale developed by Parasuraman, et.al, was criticized by several researchers. The criticisms are elaborately discussed in this article. Despite the disagreement of critics on the concept of operationalization of the SERVQUAL model, several researchers continued to utilize the model to measure the service quality in a wide variety of service industries and this has been proved to be the best measure of service quality.
During the COVID-19 pandemic, agro-input dealers assumed a vital dual role by supplying essential agro-inputs and providing critical technical advisory services to farmers. The pandemic underscored the importance of these dealers evaluating the customer focus of their services, particularly in addressing the evolving needs of farmers during such challenging times. As the significance of service quality and customer satisfaction continues to rise across various sectors, this study sought to identify the key factors influencing farmers' satisfaction with the extension and advisory services provided by agro-input dealers. Utilizing the SERVQUAL approach and analyzing data from 350 respondents, the study explored the relationship between service quality and farmers' satisfaction. The results revealed that specific service quality dimensions namely, empathy, reliability, responsiveness, and tangible aspects had a substantial positive impact on farmers' satisfaction during the pandemic. These findings highlight the critical role that service quality plays as a strategic marketing tool for agro-input dealers, enabling them to secure a competitive edge in the market. To capitalize on these insights, the study recommends that agro-input dealers focus on enhancing the various dimensions of service quality, thereby improving farmers' satisfaction levels. By offering innovative solutions tailored to the unique challenges faced by farmers, dealers can not only meet but exceed expectations, fostering stronger customer loyalty. Understanding farmers' perceptions of service quality provides valuable insights that can be leveraged to refine services and, ultimately, boost sales performance. This approach ensures that agro-input dealers remain responsive to the needs of farmers, driving long-term success and resilience in the industry.
The healthcare industry in India is evolving rapidly, with intense competition among private sector hospitals where consumers demand higher quality services. This study investigates the relationship between service quality factors and patient satisfaction in the competitive private healthcare sector, focusing on private hospitals in Indore City. It offers insights into how service quality dimensions-reliability, responsiveness, and empathy-impact patient perceptions and satisfaction. To succeed, private hospitals must enhance both medical and functional service quality to meet patients' elevated expectations. The study surveyed 300 patients from CHL Hospital, Bombay Hospital, and Medanta Hospital in Indore. Using the Parasuraman Scale, a self-administered questionnaire with 26 items (22 on service quality perception and 4 on patient satisfaction) was developed and rated on a 5-point Likert scale. Data analysis involved correlation and regression tools to assess the impact of each service quality factor on patient satisfaction. The researcher personally visited the facilities and, with permission from the Personnel Officer, collected data directly from patients regarding their satisfaction levels. This research provides critical insights for private hospitals striving to enhance service quality and remain competitive in a dynamic healthcare environment.
Now a day's health care is very significant to each and every people because they have to live without any health problem. In case of any disease, hospitals are able to diagnose and give treatment to the patients. This study deals with comparing public and private hospitals health care service. The main focus of the study is service expectations and perceptions of the select hospitals. In these two hospitals, a sample of 400 in-patients is selected to collect the primary data through SERVQUAL model based on convenience sampling. The finding of the study indicates that the perceptions of service in private hospital are higher than the public hospital.
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