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Measuring Service Quality: A Reexamination and Extension
Abstract
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
... Service quality is conceptually divided into technical quality, which is result quality, and functional quality, which is process quality [10]; in practice, these are modeled using the SERVQUAL model [12] or modified quality models [13][14][15][16]. In this article, the SERVPERF model [17] is used to examine the relationship between service quality determinants, customer satisfaction, and customer loyalty based on the logic that service quality should be measured as service performance based on performance among modified quality models. ...
... According to the accumulated research results, the majority opinion is that service quality is an antecedent variable of customer satisfaction [50] and that the relationship between service quality and customer satisfaction is generally positive [54]. The antecedent relationship of service quality to customer satisfaction is clearly shown in the SERVPERF model based on performance rather than the difference in service quality [17,55]. For example, Dabholkar et al. [56] paid attention to the mediating role of customer satisfaction between service quality and customer loyalty. ...
... To create a competitive advantage [67], customer orientation is recognized as a key factor in the success of service organizations. Service companies build relationships with customers by listening to them, paying attention to their needs, providing accurate and relevant information, and keeping their promises [17]. ...
This study investigates whether digital quality significantly shapes customers’ perceived service quality and examines the relative importance of its components—system, information, and service quality—as brand equity factors. Specifically, it explores the impact of digital quality on customer satisfaction and brand loyalty and analyzes how its individual elements interact with environmental uncertainty. A survey was conducted from February to March 2023 via Google Forms, targeting 406 Korean bank users. Quota sampling was used to ensure balanced age distribution, and after removing insincere responses, 330 valid samples were analyzed using structural equation modeling with Smart-PLS. The findings reveal three main insights. First, among perceived quality dimensions, brand image, customer orientation, and physical quality significantly influenced customer satisfaction and, in turn, enhance brand loyalty. In contrast, brand awareness and brand availability were not significant determinants. Second, digital quality—comprising system, information, and service quality—indirectly boosted brand loyalty by enhancing customer satisfaction. Third, while environmental uncertainty positively affected customer satisfaction, it did not significantly moderate the effects of digital quality components. These results imply that in the digital banking era, customer valuation is increasingly influenced by digital service channel quality and brand image rather than traditional brand equity elements like company size. Nonetheless, the continued relevance of physical quality underscores the importance of managing both physical and digital service environments. Therefore, multi-channel service quality management is essential for banks aiming to strengthen brand equity and maintain customer loyalty in uncertain environments.
... Service quality plays a crucial role in enhancing customer satisfaction and loyalty. Studies have consistently shown a positive relationship between service quality and customer satisfaction (Cronin & Taylor, 1992;Ladhari, 2009;Parasuraman et al., 1985;Parasuraman et al., 1988;Thi et al., 2020). When customers perceive that a service meets or exceeds their expectations on certain quality dimensions, they report higher levels of satisfaction (Parasuraman et al., 1985). ...
... Among the pioneers of service quality assessment models is the SERVQUAL conceptual model by Parasuraman et al. (1985;1988). Other models include the Technical and Functional Quality Model or Grönroos Model (Grönroos, 1984); the Attribute Service Quality Model (Haywood-Farmer, 1988); the Synthesized Service Quality Model (Brogowicz et al., 1990); the Performance Model or SERVPERF Model (Cronin & Taylor, 1992); the Ideal Value Model of Service Quality (Mattsson, 1992); the Attribute and Overall Affect Model (Dabholkar, 1996); the Antecedents and Mediator Model (Dabholkar et al., 2000); and the Service Quality and Perceived Value Model (Spreng & Mackoy, 1996). ...
Since hotel industry has been growing rapidly over the past decade in the Western Balkans, service quality improvement has drawn a lot of attention. Hotels are trying to increase service quality in order to increase satisfaction among employees and customers, increase customer loyalty, gain competitive advantages and increase profits. This paper investigates the multifaceted concept of service quality within the hotel industry, aiming to provide a comprehensive understanding of its dimensions, determinants and impact on customer satisfaction. Using the SERVQUAL framework, a widely recognized model for assessing customer perceptions this paper tests the relationship between service quality dimensions and customer satisfaction. With the dynamic landscape of hospitality, understanding and managing service quality becomes imperative for hotels long-term success. Using survey data collected from a sample of domestic customers travelling to hotels in the coastal region of Montenegro the following five dimensions of service quality are discussed: tangibility, reliability, responsiveness, assurance and empathy. Tangibility encompasses physical facilities, equipment and appearance where customers often show high expectations but perceive varying degrees of fulfillment. Reliability, representing the consistency and dependability of services, emerges as an important factor of customer satisfaction. Additionally, responsiveness, assurance and empathy play pivotal role in shaping customers experience. The implications of these findings are manifold for hotel managers seeking to improve service quality and customer satisfaction. By identifying specific areas of improvement based on SERVQUAL dimensions, hotels can tailor strategies and allocate 2 resources effectively. Moreover, enhancing service quality not only fosters customer satisfaction but also strengthens the hotel's reputation and competitive positioning in the market. In conclusion, this research highlights the importance of SERVQUAL framework as a method to measure service quality in the hotel industry for which hotels can gain valuable insights into guest perceptions, address gaps in service delivery, and cultivate enduring relationships with customers, thereby driving sustained success and profitability.
... SERVQUAL, developed by Parasuraman et al. (1988), consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. (Cronin Jr & Taylor, 1992) Introduced SERVPERF, focusing on performance rather than expectations to measure service quality. However, it is suggested that customer satisfaction has a more significant impact on purchase intention than service quality. ...
... However, scholars have raised concerns about its conceptual framework and measurement methodology. For instance, (Cronin Jr & Taylor, 1992) Osman et al., 2024) have supported SERVPERF as a superior tool for assessing service quality outcomes while acknowledging SERVQUAL's strength in providing diagnostic insights into service quality gaps. ...
The present study examines the effect of mobile app service quality on consumer perceived value (CPV) in online shopping in India, specifically in Bengaluru, and customer satisfaction (CS) on CPV. A quantitative research method was employed, in which the researchers collected data from 222 randomly selected consumers using structured questionnaires and interviews. The analysis was completed in R Studio with analyses including discriminant validity, confirmatory factor analysis, and structural equation modeling (SEM). The findings show that mobile app service quality significantly affected CPV, with reliability and consumer service being the most critical dimensions. In contrast, content quality was the least essential dimension. Additionally, CS significantly positively affected CPV and partially mediated the relationship between content quality, navigation, visual design, contact, and CPV.
... they subsequently developed the SeRVQual scale, comprising Reliability, assurance, tangibles, empathy, and Responsiveness (RateR), to measure service quality universally (Parasuraman et al., 1988). despite widespread acceptance, scholars, including Carman (1990), Babakus and Boller (1992), and Cronin and taylor (1992), critiqued SeRVQual for theoretical and empirical limitations, suggesting performance-based measurement instead (Cronin & taylor, 1992). nevertheless, service quality remains integral to assessing service merit. ...
This research addresses a critical gap in the literature by developing a comprehensive, empirically validated scale for assessing Video-on-Demand (V-o-D) service quality within digital entertainment. Through a robust mixed-method approach involving around 900 participants across several studies, the research identifies and empirically validates a 30-item scale structured into seven distinct dimensions – Ease of use, Content mix, Genre variety, Subscription easiness, Regulation free, Search & recommend and New release. Grounded in the Means-End Chain (MEC) theory and tested against the Theory of Consumption values (TCV), the study establishes the multidimensional nature of V-o-D service quality and its significant positive impact on the five consumption values. This research pioneers the systematic measurement of V-o-D service quality. Practically, the findings equip V-o-D marketers with strategic insights into consumer expectations, facilitating targeted differentiation and enhanced consumer engagement strategies in an increasingly competitive digital marketplace. Future research avenues are identified, emphasizing cross-cultural validations and extensions into other digital entertainment services, reinforcing the scale’s global applicability and academic rigour.
... Early conceptualizations by Parasuraman, Zeithaml, and Berry (1988) introduced the SERVQUAL framework, which articulates five dimensions-Tangibles, Reliability, Responsiveness, Assurance, and Empathy-to capture consumers' perceptions of service excellence. While SERVQUAL and its performance-oriented derivative, SERVPERF (Cronin & Taylor, 1992), have proven valuable across various contexts, scholars argue that generic models often fail to account for industry-specific factors (Brady & Cronin, 2001). For instance, Brady and Cronin (2001) proposed a hierarchical approach that integrates outcome and interaction quality but acknowledged the necessity of adapting core dimensions to reflect unique environmental cues or product-related experiences inherent in certain retail formats. ...
This study aimed to develop and validate a service quality measurement instrument specifically for brick-and-mortar cosmetic retail stores in Lampung Province, Indonesia. An initial pool of 40 items—reflecting six dimensions (store aesthetics, ambience, lighting, product display, store layout, and staff service quality)—was generated based on the literature and refined through expert review and pilot testing. Data were collected from 126 customers of three major cosmetic retailers in Lampung. Exploratory factor analysis (EFA) on 33 retained items revealed a stable three-factor structure (“Store Aesthetics,” “Ambience & Lighting,” and “Product Display, Layout & Staff Service”), explaining 70.6% of the total variance. Confirmatory factor analysis (CFA) confirmed model fit (CFI = 0.96; TLI = 0.95; RMSEA = 0.045; SRMR = 0.042). Each factor demonstrated high internal consistency (α ≥ 0.878; CR ≥ 0.90) and acceptable convergent validity (AVE ≥ 0.56) and discriminant validity. The final 26-item scale offers a psychometrically sound tool for assessing service quality in Indonesian cosmetic retail environments. Practically, managers can use this instrument to identify areas for improvement—in interior design, sensory ambience, merchandise presentation, store layout, and staff training—to enhance customer satisfaction and loyalty.
... Servperf adalah kinerja layanan yang diterima konsumen dan mengevaluasi tingkat layanan yang benar-benar mereka alami. Menurut Cronin dan Taylor (1992), skala Servperf adalah skala terbaik untuk digunakan ketika menilai kualitas layanan tertentu karena mendasarkan evaluasi kualitas layanan pada kinerja daripada pada perbandingan persepsi dan harapan. Persamaan berikut dapat digunakan untuk menentukan tingkat kinerja dan tingkat signifikansi kualitas layanan: ...
Latar belakang penelitian adalah saat ini konsumen melakukan penilaian pada kualitas pelayanan ketika berbelanja secara online, merupakan cara untuk menentukan kepuasan pembelian, dan meningkatkan strategi pemasaran dan penjualan mereka agar dapat menarik lebih banyak konsumen untuk menjadi pelanggan setia. Tujuan penelitian ini adalah untuk mengetahui evaluasi e-service quality pengguna aplikasi shopee di Kota Cirebon. Jenis penelitian yang digunakan adalah survey. Lokasi penelitian ini ada di Kota Cirebon. Teknik pengumpulan data dilakukan menggunakan kuesioner. Sampel penelitian terdiri 112 orang. Teknik analisis data penelitian ini dilakukan menggunakan uji validitas, uji reliabilitas dan analisis SERVPERF dengan alat bantu software IBM SPSS Statistics 25. Berdasarkan temuan penelitian yang dilakukan pada pelanggan Shopee yang mengevaluasi kualitas layanan elektronik mereka menggunakan teknik SERVPERF, dapat dikatakan bahwa responden memiliki pendapat yang baik tentang praktik kualitas layanan elektronik yang digunakan oleh Shopee.
... System availability and efficiency emerged as crucial for a seamless user experience, while customer support functioned as a distinct and essential determinant of satisfaction and loyalty. These results align with established literature which recognizes trust, satisfaction, and fulfillment as central pillars of e-loyalty (Gefen, 2003;Cronin & Taylor, 1992;Vidgen, 2002). The study thus reinforces the relevance of system availability, personalization, and responsiveness as strategic levers in digital banking success. ...
This study investigates the combined influence of customer engagement and e-service quality on customer loyalty in the e-banking sector, focusing on users across Punjab, Haryana, and Chandigarh. Utilizing a structured questionnaire and a sample of 600 valid respondents, the research employs advanced statistical techniques-including Exploratory Factor Analysis and MANOVA-to analyze the interplay of demographic and socio-economic variables with customer perceptions. The findings reveal that while state, gender, age, and locality do not significantly affect engagement or loyalty, occupation, education, and income are notable differentiators. Business professionals and highly educated individuals exhibit greater engagement and loyalty, while higher-income customers report stronger satisfaction with e-banking services. The study identifies nine key factors -Efficiency, System Availability, Fulfilment, Customer Support, Reliability, E-Satisfaction, E-Trust, Customer Retention, and Technical Issues-that collectively explain over 80% of the variance in customer perceptions. These results underscore the importance of fostering both engagement and high-quality digital service experiences to build enduring customer loyalty in the evolving landscape of Indian e-banking.
... The questionnaire included five sections. The scales of service quality (Cronin & Taylor, 1992), perceived benefits and experience (Oh et al., 2007), and quality of life (Neal et al., 1999) were adopted to measure the constructs. Adopted scales underwent rigorous testing in prior studies, ensuring their reliability and validity, enhancing the accuracy of the results, and being recognised and trusted within the academic community (DeVellis & Thorpe, 2021). ...
... Similarly, Grönroos (2000) developed an approach whereby perception minus expectation (P-E), theoretically service quality, is referred to as the 'gap theory'. Cronin and Taylor (1992) mentioned that this 'gap' proposes a difference between consumers' expectations about the service provider and their evaluation of the actual performance of an institution within that class, which drives the perception of service quality. According to Zafiropoulos and Vrana (2007), tertiary institutions are paying growing attention to quality service due to the social responsibility for quality evaluation of the educational system. ...
... The research by Zhou et al. (2021) established that prompt reply service and effective question handling boosted PU ratings within livestream shopping environments. According to Cronin & Taylor (1992), service execution can easily lead to value assessments, particularly while providing complex service activations. ...
The paper explores the behavioral variables that impact Pakistani consumers' adoption of livestream shopping platforms which are becoming more popular within digital retail. The research aims to unite technology-based models with service quality frameworks by integrating personal innovativeness to describe the dynamic features of livestream shopping. Research in South Asian markets has limited availability, and user interface analysis service quality and influencer trust remain underexplored, which makes this study deliver a localized understanding of adoption behaviors. The research instrument employed a standardized questionnaire to determine constructs that originated from the TAM framework alongside SERVQUAL and user innovativeness principles. Testing direct, mediating and moderating relationships between constructs such as perceived usefulness, ease of use, attitude, behavioral intention and actual usage was done by analyzing data through Partial Least Squares Structural Equation Modeling (PLS-SEM). A positive correlation exists between user interface (β = 0.28) and service quality (β = 0.24), which leads to perceived usefulness and personal innovativeness (β = 0.30), which affects ease of use. The model proved the direct link between perceived usefulness and attitude (β = 0.62) and between behavioral intention and actual usage (β = 0.91). The study results show that the relationship between attitude and intention was not statistically significant because unmeasured factors particularly trust may be responsible for the occurrence.
... Research on service quality commenced in the United States in the mid-1980s. The focus of this research has been on the determinants of service quality and how customers evaluate service quality based on their perceptions of service quality [27][28][29]. Early studies by Zeithaml, Berry, and Parasuraman (1993) initially summarized the determinants of service quality into 10 dimensions [30]. ...
This research investigates the impact of cultural dimensions on service quality expectations in electric vehicle (EV) dealerships. Grounded in Hofstede’s cultural theory and employing a data-driven approach, the study utilizes a series of robust analytical techniques, including the SVM algorithm, factor analysis, and ANOVA. Through a comprehensive analysis of EV customers’ expectations for expertise, empathy, and responsiveness, the findings reveal that cultural dimensions significantly shape service quality expectations, regardless of the service provider’s gender. Notably, consumers with a stronger masculine orientation have lower expectations for expertise but higher expectations for empathy than those with a stronger feminine orientation. These findings challenge the traditional emphasis on gender as a key factor in service quality expectations and underscore the need to incorporate cultural values in service strategy design and quality improvement in the EV industry.
... Una de las metodologías mayormente utilizadas para evaluar la calidad del servicio es la metodología SERVPERF, ésta se basa e en las actitudes y percepciones de los usuarios de los servicios e identifica cinco dimensiones fundamentales: tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía (Cronin & Taylor, 1992) Estas dimensiones permiten analizar no solo la percepción del paciente, sino también los elementos organizacionales que requieren mejora. ...
La gestión administrativa eficiente es un factor determinante para la calidad del servicio y el desempeño económico en los consultorios médicos. El presente estudio examina los desafíos de la gestión administrativa en el sector salud, con un enfoque en el centro médico Romad Premier en Cuenca - Ecuador. La investigación surge de la necesidad de mejorar la calidad del servicio y la satisfacción del paciente mediante prácticas administrativas eficaces, dadas las limitaciones actuales. El objetivo principal es analizar cómo una gestión administrativa eficiente impacta la calidad del servicio y la percepción del paciente. Se emplea un enfoque mixto, con un diseño descriptivo, no experimental y transversal. La metodología incluye entrevistas cualitativas para identificar prácticas actuales y encuestas cuantitativas aplicadas a 156 pacientes basadas en el modelo SERVPERF, que evalúa la calidad del servicio en cinco dimensiones: tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía. Se espera que los resultados permitan identificar las prácticas actuales de gestión, evaluar su impacto en la percepción del paciente para determinar áreas de mejora, promoviendo servicios que satisfagan las expectativas y fortalezcan la sostenibilidad económica. Asimismo, el estudio busca contribuir al conocimiento académico en administración del sector salud y desarrollar estándares óptimos para la atención sanitaria en la región.
... Embora discordem do paradigma da desconfirmação, no qual se baseia a escala SERVQUAL, acreditam que as dimensões utilizadas nessa escala são adequadas para representar a qualidade do serviço. Assim, utilizaram as mesmas dimensões da escala SERVQUAL para construir a escala SERVPERF, descrita no quadro 1. O modelo é composto por 22 afirmativas referentes ao desempenho do serviço, dispostas em uma escala do tipo Likert de 7 pontos, variando de "discordo fortemente" a "concordo fortemente" (Cronin; Taylor, 1992 O estudo conduzido por Cronin e Taylor foi realizado em quatro segmentos do setor de serviços (bancos, controle de pragas, lavanderias de roupa a seco e lanchonetes), onde se comparou à escala SERVQUAL. Após análises estatísticas para verificar a confiabilidade e a validade dos instrumentos, concluiu-se que a escala SERVPERF é mais sensível em retratar as variações de qualidade em relação às outras escalas testadas (Salomi;Miguel;Abackerli, 2005). ...
Este estudo tem como objetivo analisar a percepção dos usuários, em relação à qualidade dos serviços oferecidos pelo Restaurante Universitário (RU), da Universidade Federal de Alagoas no campus da cidade de Arapiraca. O RU, em operação desde 2019, oferece aproximadamente 500 refeições diárias, divididas entre almoço e jantar e é gerenciado por uma empresa terceirizada. A pesquisa de abordagem qualiquantitativa utiliza o método SERVPERF, adaptado para o contexto específico do RU, para identificar a percepção da qualidade dos serviços por veio de survey com 236 participantes. Os resultados da pesquisa destacam a excelência em infraestrutura e segurança, refletindo o engajamento dos colaboradores. A qualidade das refeições, a limpeza das instalações e a segurança alimentar foram amplamente elogiadas pelos usuários. No entanto, foram identificadas oportunidades de melhoria em áreas como confiabilidade e agilidade no atendimento. A comunicação sobre o cardápio também foi apontada como um aspecto que necessita de aprimoramento, especialmente para melhor informar os usuários sobre as opções disponíveis.
Businesses have increasingly adopted omnichannel retail strategies to deliver seamless services and enhance customer experiences across multiple channels. However, many have done so without fully understanding customer expectations in the globally integrated market. Despite the rise of new customer expectations compared to traditional services, research on service quality within omnichannel retail remains scarce. This study aims to fill that gap by examining how service quality dimensions manifest in omnichannel supermarket stores. Using a text mining approach, we analyzed 7,216 online customer reviews of omnichannel supermarkets. The findings reveal that while traditional dimensions such as personal interaction, efficiency, and fulfillment remain valuable to customers, new critical dimensions such as integration and compensation have emerged in omnichannel retail. Additionally, the results show that customer expectations have evolved, prioritizing factors beyond price in omnichannel services. Reliability of contact and system availability are essential, while product shortages are identified as the most dissatisfying aspect.
Este estudo investiga como os consumidores avaliam a qualidade dos serviços oferecidos em um supermercado de pequeno porte, situado em Denise, no estado de Mato Grosso. Para isso, utilizou-se o instrumento SERVPERF, estruturado em cinco dimensões: confiabilidade, segurança, empatia, aspectos tangíveis e capacidade de resposta. Participaram 175 clientes, cujas respostas foram analisadas com base na média e no desvio padrão de cada item, complementadas por uma Análise de Escalonamento Multidimensional (MDS), com o objetivo de mapear graficamente as percepções dos respondentes. Os resultados revelaram que as avaliações mais positivas se concentraram na dimensão “Segurança”, sobretudo em itens relacionados à cordialidade dos funcionários e à confiança no atendimento. Em contrapartida, a dimensão “Aspectos Tangíveis” apresentou os menores escores médios, indicando uma percepção menos favorável quanto à estrutura física e organização visual do estabelecimento. O MDS permitiu representar visualmente essas percepções, reforçando a proximidade entre os atributos mais bem avaliados, o que sugere convergência na experiência dos consumidores. A análise também identificou agrupamentos perceptuais relevantes, fornecendo subsídios para ações gerenciais mais focadas. Este trabalho, ao utilizar uma abordagem quantitativa e exploratória, contribui para a compreensão da experiência de compra em contextos locais e de menor porte, onde a percepção da qualidade do serviço pode influenciar fortemente a fidelização dos clientes. Ressalta-se que os achados se referem exclusivamente ao grupo pesquisado, não permitindo generalizações. A abordagem combinada do SERVPERF com o MDS demonstrou ser eficaz para captar nuances da percepção do consumidor em ambientes de varejo alimentar.
Introduction: the study aims to analyze the quality of the glamping service provided by Sabor a Mi, a company located in Chinacota, Norte de Santander, Colombia, in 2023.Method: the type of research is mixed and transactional transversal. An exhaustive documentary review is carried out to verify the information that has been published, which helps to determine the characteristics of the variables addressed. In the descriptive phase, a semi-structured interview is applied. A questionnaire following the SERVPERF model was also used to sample seventy-three guests.Results: the survey results reveal Sabor a Mi’s key strengths and weaknesses in its glamping service. The facilities’ aesthetics and visual appeal emerge as the main strength, highlighting the importance of first impressions in the customer experience and how the country design and attention to detail create a welcoming and memorable environment for guests.Conclusions: Sabor a Mi is at a crucial moment when it must make strategic decisions to improve its competitiveness in the region and raise the quality of service offered to its customers. One key strategy that Sabor a Mi must consider is investment in technology. Implementing an interactive and user-friendly website can improve the company’s visibility and make it easier for customers to book its services.
Abstract
Purpose
This paper aims to explore how artificial intelligence (AI) can transform marketing measurement by enabling dynamic scales that adapt to different service contexts and cultures. It challenges the assumption that measurement tools must remain fixed to be valid, demonstrating how AI-driven scales enhance accuracy while maintaining theoretical integrity.
Design/methodology/approach
This study uses AI models to adapt the SERVQUAL scale for application in both traditional and digital service contexts. Recognizing that SERVQUAL has been extensively critiqued, this paper uses the scale illustratively to demonstrate the dynamic adaptation of traditional frameworks through AI. A sample of 1,655 respondents is analyzed to assess the reliability and validity of AI-generated scales using context-sensitive reliability metrics and dynamic equivalence testing.
Findings
AI-adapted scales maintain psychometric robustness while offering greater relevance by adjusting to service-specific contexts. Tailoring measurement items to cultural and situational factors improves construct validity and provides a more precise understanding of customer perceptions. Adaptive measurement proves more effective than static models in capturing evolving service experiences.
Research limitations/implications
This study advances service marketing research by demonstrating that AI-driven dynamic scales maintain construct validity while adapting to contextual variations, challenging traditional notions of measurement invariance. By introducing a structured framework for AI-assisted scale adaptation, this research bridges the gap between academic measurement tools and real-world applicability. The practical guide provides a step-by-step approach for researchers and practitioners to refine measurement scales using large language models, ensuring contextual relevance while maintaining reliability.
Practical implications
AI-driven measurement tools provide a scalable, cost-effective solution for businesses operating in diverse markets. By enabling real-time, context-sensitive insights, these tools help managers make better strategic decisions and enhance customer experiences.
Social implications
AI-driven dynamic scales reduce biases inherent in traditional marketing research, ensuring measurement tools reflect diverse cultural, economic and social realities. This inclusivity supports fairer service design and better-informed public policy.
Originality/value
This study introduces AI-enabled dynamic measurement as a paradigm shift in marketing, bridging academic research and real-world application. It advances marketing theory and practice by offering a flexible, culturally responsive approach to service quality measurement.
Purpose
The demand for health services is rising at an exponential rate on a daily basis. In response to this situation, governments are striving to meet the increasing demand while seeking solutions to alleviate the financial burden on their budgets. Value co-creation represents a potential solution to these issues. This research aims to examine the advantages of value co-creation activities among chronic patients in Türkiye, who account for 75% of the demand for healthcare services.
Design/methodology/approach
Study was conducted on 654 chronic patients using public hospitals. Covariance based structural equation modeling is used to analyze the responses collected through a cross-sectional survey.
Findings
Some value co-creation activities have a positive impact on well-being, with benefits initially accruing to the patient and subsequently to society. It can be posited that the well-being of the individual is inextricably tied to the well-being of society at large. Furthermore, co-creation activities influence the perception of service quality, and in addition, the behavioral intentions of patients through the mediating role of perceived quality and satisfaction.
Practical implications
It is of paramount importance that managers and decision-makers consider the differential effects of various value co-creation activities when designing healthcare services, as these effects can significantly influence healthcare outcomes.
Originality/value
There is still a little empirical evidence concerning the value co-creation especially in the context of healthcare which probably is the best industry to understand the systematic structure of value co-creation. This study contributes to the literature both on the aspect of value co-creation and the Turkish context.
With the rapid growth of online food delivery services, understanding customer satisfaction has become increasingly important for ensuring service quality and competitiveness. This study aimed to assess the level of customer satisfaction and identify the common challenges encountered by users of online food delivery platforms. Using a quantitative-descriptive research design, the study surveyed 390 respondents through a structured questionnaire. The participants were mostly young adults aged 18–25, predominantly female, and largely composed of single individuals with modest monthly incomes ranging from ₱10,000 to ₱29,999. Results revealed a generally high level of satisfaction across core service areas such as delivery accuracy, order fulfillment, and customer service. However, challenges like limited delivery range, lack of food variety, and occasional order errors were observed, though not perceived as highly serious. These findings suggest that while current delivery services meet customer expectations, addressing these areas could further enhance user experience and loyalty. The study offers practical insights for improving service delivery and highlights the need for more adaptive and responsive strategies in the online food service sector.
This study aims to analyze the influence of technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, and social support quality on patient satisfaction, as well as the influence of patient satisfaction on behavioral intention among inpatients at Mayapada Hospital Surabaya. The research method used is quantitative with a survey approach involving 240 inpatients. Data were analyzed using SPSS 22.0 through validity, reliability, normality tests, and linear regression analysis. The results show that technical quality, procedural quality, infrastructural quality, interactional quality, and personnel quality have a significant positive effect on patient satisfaction. Meanwhile, social support quality does not have a significant effect on patient satisfaction. Additionally, patient satisfaction has a significant positive influence on behavioral intention. These findings highlight the importance of improving the dimensions of technical service quality, procedural efficiency, facility infrastructure, interpersonal interaction, and healthcare personnel quality to enhance patient satisfaction and loyalty. This research is expected to contribute to the development of hospital service improvement strategies and enrich the academic literature in the field of healthcare service management.
Customer advocacy have compelling evidence in the business sector that may influence prospective customers to purchase a company's products and services. It is a recommendation of a product, service, or brand based on its performance that spreads by word-of-mouth. The insurance penetration in Nigeria, which is less than 1%, reflects a lack of client advocacy for insurance. Disseminating favorable information based on user experience impacts purchasing decisions, leading to increased revenue and profitability. The present chapter seeks to determine the impact of relationship marketing (RM) characteristics on consumer advocacy. The study used a survey research design. The survey included 375,000 estimated insurance service consumers in Lagos State, Nigeria. The chapter indicates that relationship marketing has a substantial impact on customer advocacy in the insurance sector. The research recommends that insurance professionals should use relationship marketing as a strategy to impact customer advocacy in the insurance industry.
Purpose
Online learning gained ground during the pandemic and has continued to be used in the post-Covid era. Items related to online learning should be included in service quality assessment. The purpose of this study is to examine the influence of service quality, which includes the online learning dimension, on student satisfaction in higher-education in a blended learning environment.
Design/methodology/approach
A total of 452 valid questionnaires were collected from business undergraduate students enrolled in public universities in Greece. A modified version of HEdPERF is used to evaluate service quality. Due to the extensive use of online learning, an additional dimension was added to the HEdPERF scale which focuses on online education, a field that has not yet been widely examined. Structural equation modeling is used to examine the relationships between service quality, and student satisfaction.
Findings
The research findings verify the six-structure scale of the HEdPERF instrument (non-academic aspects, academic aspects, reputation, access and programs issues and online learning), providing satisfactory results in terms of reliability and validity tests. Service quality dimensions such as academic aspects, access, program issues and online learning are the influential dimensions of student satisfaction in a blended learning context.
Originality/value
To the best of the authors’ knowledge, no previous study has expanded traditional service quality instruments to include the dimension of service quality of online learning.
Nghiên cứu được thực hiện với phương pháp nghiên cứu hỗn hợp để đo lường sự hài lòng của người dân đối với chất lượng dịch vụ hành chính công tại UBND thành phố Thuận An. Nghiên cứu sử dụng kiểm độ tin cậy thang đo bằng Cronbach’s Alpha và phương pháp phân tích nhân tố EFA với mẫu khảo sát có kích cỡ n = 188 người dân đến giao dịch tại bộ phận tiếp nhân và trả hồ sơ tại UBND thành phố Thuận An để kiểm định thang đo, kiểm định mức độ ảnh hưởng của từng nhân tố đến sự hài lòng của người dân. Kết quả nghiên cứu đã cho thấy có 5 nhân tố ảnh hưởng đến mức độ hài lòng của người dân là: (1) Sự tin cây, (2) Cơ sở vật chất, (3) Sự đồng cảm, (4) Năng lực phục vụ của cán bộ, (5) Thái độ phục vụ của cán bộ, (6) Quy trình thủ tục và (7) Ứng dụng công nghệ thông tin. Từ kết quả nghiên cứu giúp các nhà lãnh đạo tại UBND thành phố Thuận An hiểu rõ các nhân tố nào ảnh hường và mức độ của từng nhân tố đến sự hài lòng của người dân đối với chất lượng dịch vụ hành chính công tại UBND thành phố Thuận An từ đó có những giải pháp hợp lý nâng cao sự hài lòng của người dân
Vietnam is now focused on market economic growth and administrative reform. This involves organizing and administering society via legal institutions and meeting the fundamental requirements of the people by providing public administrative services. In addition, the execution of public administrative services is a vital and indispensable responsibility for government agencies, as well as for the citizens. Hence, the objective of the research is to investigate the primary factors that influence the public administration service quality in Ho Chi Minh City, Vietnam. The author employed both qualitative and quantitative methodologies to examine data obtained from a survey sample of 900 individuals. The study focused on assessing the public administration service quality in nine districts of Ho Chi Minh City, Vietnam. In addition, the study included descriptive statistical techniques such as calculating the mean and standard deviation. Furthermore, it utilized structural equation modeling with the assistance of SPSS 20.0 and Amos software. The article identifies eight crucial factors that influence the public administrative service quality and have an impact on people's satisfaction with these services. The primary factors clearly list the factors analyzed, such as reliability, empathy, responsiveness, competence, tangibles, legal regulations and policies, technology application, and management capacity. The study's originality enables policymakers and public service managers to utilize the findings in order to improve the public administration service quality and boost people's satisfaction. There are several suggested legal policy applications aimed at achieving equal quality in public administrative services. These policy recommendations prioritize investment in technology applications, improving management capacity, and updating legal regulations and policies to increase awareness across society and create favorable conditions for businesses and individuals. This novelty will facilitate the implementation of administrative procedures through online public services to develop e-government. Doi: 10.28991/ESJ-2025-09-02-020 Full Text: PDF
In the fiercely competitive domain of online entertainment, Video-on-Demand (V-o-D) services are swiftly evolving to secure a significant market position. Despite the extensive literature on service quality and its impact on consumers’ consumption patterns, the specific attributes perceived by consumers to assess V-o-D service quality remain unexplored. The current research endeavours to fill this gap through a comprehensive qualitative investigation and exploration of the V-o-D service quality attributes. Employing grounded theory methodology, this study engaged in qualitative exploratory investigations to extract detailed perspectives from V-o-D users. This methodological approach facilitated a nuanced exploration of the attributes consumers deemed crucial in assessing V-o-D service quality. The qualitative investigation yielded six attributes as the key study findings. These are: Sharing, Regulation Standards, Program genre, Pricing, Ease of Usage, and Assortment. The research offers pivotal insights for providers of internet-based entertainment services, highlighting the critical attributes that influence consumer evaluations of service quality in the V-o-D sector.
The study aimed to investigate the determinants of pharmacy postgraduates’ satisfaction to suggest essential recommendations to enhance educational quality at Hanoi University of Pharmacy in Vietnam. A cross-sectional survey was conducted among 202 postgraduates using structured questionnaires, with 31 multidimensional questions and 1 question addressing overall satisfaction. Cronbach’s alpha was used to evaluate the questionnaire’s internal consistency, Exploratory Factor Analysis (EFA) identified key factors, and multiple linear regression analysis was applied to assess the impact of these factors. Overall satisfaction had a high mean score of 4.49 out of 5 (SD = 0.602). The final 29 questions were retained and divided into four main factors affecting satisfaction after rotating EFA. The dimension of “Support and Evaluation” was the most influential factor (β = 0.475), followed by “Training Organization”, “Facilities and Library”, and “Lecturers and Curriculum”. The variables with the lowest scores needed much more attention, including digital systems (4.2, SD = 0.852), information technology support (4.32, SD = 0.772), activities boosting lifelong learning skills (4.48, SD = 0.624), and the reasonability of the education program’s structure (4.48, SD = 0.608) and the studying program’s schedule (4.45, SD = 0.607). The findings indicate the issues that should be addressed, and have highlighted that improvements in electronic library accessibility and updated curricula are also recommended to further optimize the educational experience of postgraduate students.
Purpose
This study aims to examine a proposed model concerning customer loyalty towards halal mart, specifically by identifying the influence of the components of corporate social responsibility on perceived service attitude and quality; secondly, to analyse the effect of perceived service quality and satisfaction on the reputation of halal mart, and further satisfaction on trust and reputation and finally, to investigate the impacts of perceived service quality, trust, service attitude and halal mart’s reputation on customer loyalty.
Design/methodology/approach
An online survey was conducted through an adopted questionnaire from 299 individuals from Malaysia using purposive sampling. Besides, structural equation modelling was used to test the proposed model on the direct path of the related constructs.
Findings
The results from the Malaysian context revealed that only the legal and philanthropic components of corporate social responsibility influence the attitude and perceived service quality of halal mart. Subsequently, satisfaction affects trust, whereas perceived service quality influences satisfaction. Ultimately, satisfaction and trust have an impact on customer loyalty.
Research limitations/implications
This study has presented and tested the elements of corporate social responsibility (legal, economics, philanthropic, environment, employee, best practice and ethics) in the context of halal mart and its impact on perceived service attitude and quality. This study, nevertheless, only focused on the consumption of halal mart products and services. Hence, these findings could also be examined for their validity to different services in other potential studies because of the diversity within other industries.
Practical implications
Indeed, the community will give a positive reaction and perception to the company that hires heavy on social interests and community welfare. In addition, the moral value of employees can be increased through the activities carried out. Employees will be more concerned about the surrounding community and thus, can create good values in the individual. Values such as being considerate, working together, helping each other and so on can be improved. Apparently, a company will be filled with moral and caring individuals who help each other and cooperate in carrying out tasks that have been given, thus being able to further advance the company. In conclusion, the implementation of this CSR can improve the reputation of a company; wherever it is from one side (supply-side), able to attract, retain and motivate the quality of employees. While from another perspective (demand-side), a good reputation can increase the value of the halal mart that indirectly improves the company’s reputation, and further produce more ethical workers in the business organizations, including the halal retailers.
Social implications
Accordingly, business entities including halal marts need to consider certain decision-making as to whether the project benefits the community, whether it pollutes the environment, or whether the product can be harmful to health or otherwise. In addition, the implementation of CSR by corporate companies can reduce to some extent poverty rate in the country. Various assistance provided by corporate companies in the form of financial aid can indirectly help the poor improve their living standards. For example, educational assistance given to poor children can change the family’s life. Through education, the rate of poverty will be reduced since financial assistance can be offered to them to start a business and improve their standard of living. Besides, motivational programs could be carried out to improve the morals and ethics of the community to create a better society through knowledge transfer.
Originality/value
The findings of this study highlighted the specific components of corporate social responsibility within the halal retail industry. Further, perceived service attitude and quality are incorporated in examining their impact on customer satisfaction. Moreover, customer satisfaction is reviewed regarding its influence on halal mart’s trust and reputation. Subsequently, this study will increase the understanding of customer satisfaction, trust and reputation towards customer loyalty, specifically from Malaysian perspectives.
This study explores citizen satisfaction with Lisbon’s public transportation system by analyzing 3,230 user comments from Google Maps on 50 Subway and Train Stations (STSs). This study identifies key strengths and areas for improvement in public transportation services by utilizing Sentiment Analysis (SA) and the SERVQUAL model as a framework for analysis through a mixed-method approach. Our findings highlight the predominance of tangibles, such as cleanliness and modern facilities, in shaping user experiences. Reliability and empathy also emerged as significant factors influencing satisfaction. The innovative integration of SA with SERVQUAL dimensions as an analytical framework for analysis provides a comprehensive assessment of user feedback, offering practical contributions for urban managers to enhance service quality and theoretical implications for scholars. Despite limitations related to user-generated content and manual data collection, our study underscores the potential of SA in urban management and calls for further research with larger datasets and automated methods.
Objective - The primary objective of the paper is to examine the impact of the CARTER model dimensions (Compliance, Assurance, Reliability, Tangibility, Empathy, and Responsiveness) on university students' satisfaction with Islamic banks. The study aims to identify the dimensions that are most influential in enhancing service quality within this specific demographic.
Methodology/Technique - The research employs a quantitative approach, utilizing primary data collected through a survey of 150 respondents aged 18 to 27 from Universiti Sains Islam Malaysia. The study employs various statistical analyses using SPSS, including descriptive analysis, factor analysis, reliability analysis, and multiple regression analysis, to assess the relationships between CARTER dimensions and customer satisfaction.
Findings - The findings reveal that empathy and assurance are the most significant factors influencing customer satisfaction among university students in relation to Islamic banks. Conversely, compliance, reliability, tangibility, and responsiveness were found to have an insignificant relationship with customer satisfaction. The study suggests that Islamic banks should prioritize effective communication and personalized services to enhance the banking experience for students. Additionally, it highlights the importance of integrating financial literacy programs within universities to better equip students in their interactions with banking services.
Novelty - The novelty of the research lies in its application of the CARTER model specifically to Islamic banking, with a focus on university students as a significant and underexplored demographic. By collecting empirical data from 150 respondents at Universiti Sains Islam Malaysia, the study offers unique insights into which dimensions of service quality, specifically empathy and assurance, most significantly influence student satisfaction. Additionally, it provides practical recommendations for Islamic banks to enhance their service delivery and highlights the role of universities in promoting financial literacy, thereby contributing to the broader discussion on improving customer relationships in the financial sector.
Type of Paper - Empirical
Keywords: Service Quality; Customer Satisfaction; CARTER Model; Islamic Banking; University Students.
JEL Classification: M30, M31
Bu çalışmada, medikal turizmde hastaların hastane/hekim tercihinde sosyal medyayı ne ölçüde kullandıklarının, sağlık hizmeti alımı sonrasında hizmet kalitesi algılarının ölçülmesi ve memnuniyetlerini sosyal medyada paylaşımlarına ilişkin davranışlarının belirlenmesi amaçlanmıştır. Araştırmanın evrenini, İstanbul ilinde araştırmaya izin veren özel sağlık kuruluşlarına başvuran uluslararası hastalar oluşturmaktadır. Araştırmaya 296 hasta katılmıştır. Toplanan veriler SPSS 21 ve Lisrel 12 programları ile analiz edilmiştir. Araştırmanın bulguları, sosyal medyanın hastane / hekim tercihinde önemli rol oynadığını göstermektedir. Hastaların, tedavi sonrasında hizmet kalite algılarına ilişkin sosyal medyada memnuniyet paylaşım ortalamasının da memnuniyetsizlik paylaşım ortalamasından yüksek olduğu görülmüştür. Araştırmanın sonuçlarına göre, medikal turizmde sağlık kurumları sosyal medya pazarlama faaliyetlerine önem vermeli, aynı ölçüde hastaların algılarını yüksek tutmak üzere hizmet kalitesine dikkat etmeleri gerektiği göz önünde bulundurulmalıdır.
This research paper explores the intriguing gap between pre-purchase and post-purchase consumer perceptions, specifically within the context of brand positioning in the mobile telecommunications industry. In today's highly competitive market, where consumer choices are abundant, understanding how consumers perceive a brand before and after purchase is crucial for brand managers to position their offerings effectively. Through a mixed-methods approach that combines qualitative interviews and quantitative surveys, this study examines the factors contributing to variance in consumer perception and their implications for brand positioning strategies. Findings reveal significant disparities between pre-purchase expectations and post-purchase experiences, shedding light on the challenges and opportunities for mobile telecom network providers in managing consumer perceptions throughout the customer journey.
Purpose
This study examines factors that influence female runners’ commitment to running event brands, given the persistent disparity in participation rates between men and women in running events. Despite the increasing participation of women in popular races, there remains a gap in understanding the factors that drive their loyalty to these events. This research seeks to address this gap by analyzing female participants through segmentation based on profile data and marketing insights, with the aim of developing specific strategies to improve their loyalty.
Design/methodology/approach
A quantitative, cross-sectional study was conducted using a validated questionnaire administered to 383 women from two major running events. Hierarchical cluster analysis and K-means clustering were applied to segment participants based on brand-related variables (congruence, commitment, and trust), identifying two distinct groups: “Attached” and “Unattached” female runners.
Findings
The study identified two distinct groups of female runners, “attached” and “unattached,” based on their brand perceptions in marathon events. Attached runners scored higher on brand variables like congruence, commitment, and trust, and on performance variables such as satisfaction and word-of-mouth (WoM). Unattached runners, while newer to the sport, also valued congruence but had lower overall engagement. The findings suggest the need for tailored marketing strategies to enhance loyalty among both groups, focusing on different aspects like club memberships for attached runners and community-building efforts for unattached runners.
Practical implications
For attached runners, event organizers should focus on loyalty programs, exclusive race experiences, and brand-driven community initiatives to reinforce engagement. Unattached runners require trust-building efforts, such as beginner-friendly programs, outreach initiatives, and customized entry-level engagement strategies, to encourage long-term participation. These insights are essential for sports marketers, race organizers, and policymakers seeking to enhance female inclusion and retention in endurance events.
Originality/value
This study is one of the first to apply brand perception segmentation to female runners, providing empirical evidence on the role of congruence, commitment, and trust in loyalty to sporting events. The findings contribute to the sport marketing literature by offering a data-driven approach to segmentation and event participation strategies, ensuring greater inclusion and long-term sustainability in running.
This research aimed to investigate the relationship between students’ perceptions of the quality of different aspects of higher education institutions, satisfaction of their psychological needs, and satisfaction with their studies at the higher education institution in question. This research involved 404 students of humanities, social sciences, and interdisciplinary studies. A Croatian version of the HedPERF Scale was used to examine the perceived level of quality of the higher education institution and the Basic Psychological Needs in the Academic Context Scale to check if students’ basic psychological needs were satisfied in the academic context. The obtained results suggest that satisfying students’ psychological needs at higher education institutions is important for their overall satisfaction with their academic studies but also that this relationship is mediated by the perceived quality of different aspects of the higher education institution in question, at least when it comes to the needs for autonomy and relatedness. A positive connection was also confirmed between satisfaction of students’ psychological needs and perceived level of quality, and the perceived level of quality of and satisfaction with academic studies. The research results confirm the importance of investing in the quality of higher education institutions, in different aspects, to improve students’ well-being and satisfaction with their academic experience, which in turn will positively affect their academic outcomes.
Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh kualitas pelayanan, harga dan kualitas produk terhadap loyalitas pelanggan Coffe Shop di Kota Medan. Penelitian ini merupakan jenis penelitian asosiatif. Populasi dalam penelitian ini adalah pelanggan yang pernah mengunjungi Coffee Shop yang ada di Kota Medan. Metode pengumpulan data dalam penelitian ini adalah kuesioner, wawancara dan studi pustaka. Metode analisis data menggunakan metode deskriptif dan metode kuantitatif yaitu analisis regresi linier berganda dengan tingkat signifikan 0,05. Hasil uji F menunjukkan bahwa kualitas pelayanan, harga dan kualitas produk secara bersama-sama memiliki pengaruh yang positif dan signifikan terhadap loyalitas pelanggan. Berdasarkan pada pengujian koefisien determinasi (R2) menunjukkan bahwa nilai Adjusted R Square sebesar 0,164 artinya kualitas pelayanan, harga dan kualitas produk mempengaruhi loyalitas pelanggan sebesar 16,4% dan sisanya 83,6% dapat dijelaskan oleh faktor-faktor lain yang tidak diteliti dalam penelitian ini.
Purpose
This study aims to investigate how information quality and system quality influence the effectiveness of artificial intelligence (AI)-based recommendation service platforms. It integrates traditional information technology service quality (SQ) metrics with recommendation SQ measures, focusing on their impact on user satisfaction and behavior. This study further examines the moderating effects of standardization and customization on these relationships.
Design/methodology/approach
This study uses structural equation modeling to analyze data from 978 users of AI recommendation services. It evaluates the direct impacts of information quality (completeness, accuracy and format) and system quality (reliability, flexibility and timeliness) on recommendation quality (RQ).
Findings
The findings show significant positive effects of information quality and system quality on the quality of AI-generated recommendations, enhancing user satisfaction. This satisfaction is crucial for promoting continuous intention to use and positive word-of-mouth (WOM). This study also finds that standardization positively moderates the impact of RQ on WOM, whereas customization strengthens the relationship between satisfaction and continuous intention to use.
Originality/value
This research emphasizes the importance of quality metrics in shaping the efficacy of AI-based recommendation systems and highlights the need for a balance between standardization and customization to optimize user engagement and satisfaction. The findings offer valuable insights for AI service developers and marketers, emphasizing the significance of customized, high-quality recommendations to ensure sustained user engagement.
Background
Client satisfaction surveys present a chance to find out which services offered by a provider meet or exceed the expectations of clients, and therefore should be maintained, while services that fall short of expectations are identified for improvement.
Objectives
The aims were to determine if correlations existed between dimensions of service quality (tangibles, reliability, responsiveness, assurance and empathy) and client satisfaction, find out which of 15 selected indicators of service delivery performance were significantly associated with client satisfaction and serve as predictors for satisfaction and determine client satisfaction indices for services rendered at a companion animal hospital.
Methods
A questionnaire, covering background information and indicators and dimensions of satisfaction, was administered to 208 respondents. Data analyses involved proportions, mean scores, Cronbach reliability test, relative importance indices, correlations, multiple regressions and client satisfaction indices.
Results
For indicators, the prediction equation was as follows: Overall satisfaction = −44.1 + 15.3 × Drugs availability. For dimensions, the equation was as follows: Overall satisfaction (mean score) = 2.39 + 0.19 × Reliability mean score. The customer satisfaction score was 97.5%, and the mean satisfaction rate was 84.3%. The composite customer satisfaction score was also 84.3%. The customer satisfaction index was 81.5%.
Conclusion
The study provides, for the first time, attributes considered by clients as contributing to satisfaction with veterinary services delivery for pets in Accra, Ghana. Regression analyses revealed that for dimensions, the reliability mean score, and for indicators, the availability of drugs were the main predictors of overall satisfaction with services delivery. Client satisfaction indices were very high.
En este artículo se mide el impacto que tienen la calidad del servicio, el valor percibido, la confianza y la satisfacción sobre la intención de compra automotriz en el sistema del autofinanciamiento en el Área Metropolitana de Monterrey. Los resultados permiten concluir que los factores anteriormente citados tienen impacto positivo en la intención de compra en el sector del autofinanciamiento. Aspectos como la facilidad de contacto, la solución brindada al cliente y el anteponer los intereses del cliente a los de la empresa, presentan áreas de oportunidad y tienen un impacto negativo en las percepciones de calidad del servicio, confianza y satisfacción, lo que a su vez se traduce en una menor intención de compra.
Amaç: Bu çalışma, kamusal alanlar ve özellikle meydanların hizmet kalitesini ölçmeye yönelik sistematik bir model geliştirmeyi amaçlamaktadır. Meydanlar, sosyal etkileşimleri destekleyen ve kültürel mirasın korunmasına katkıda bulunan önemli kamusal alanlardır. Etkin bir yönetim için hizmet kalitesinin sistematik olarak ölçülmesi ve değerlendirilmesi gerekmektedir. Yöntem: Çalışmada, karma yöntem araştırması kullanılarak nitel ve nicel veri toplama teknikleri uygulanmıştır. Yönetici mülakatları, odak grup görüşmeleri ve vatandaş memnuniyeti anketleri ile meydan yönetimine ilişkin veriler elde edilmiştir. Ayrıca açık ve gizli denetimler gerçekleştirilerek meydan hizmet kalitesinin sistematik bir çerçevede ölçülmesi sağlanmıştır. Bulgular: Araştırma bulguları, meydan yönetiminde bütünleşik bir stratejinin eksik olduğunu ve kurumlar arası koordinasyon yetersizliğinin meydanların hizmet kalitesini olumsuz etkilediğini göstermektedir. Kullanıcı memnuniyeti analizleri, meydanların erişilebilirlik, güvenlik ve işlevsellik açısından iyileştirilmesi gerektiğini ortaya koymuştur. Sonuç: Önerilen hizmet kalitesi ölçüm modeli, yerel yönetimlerin ve kamu kurumlarının meydanları etkin bir şekilde yönetmelerine katkı sağlamayı hedeflemektedir. Model; açık ve gizli denetimler, vatandaş geri bildirimleri ve meydan gözlemcilerinin değerlendirmeleri ile sürekli iyileştirme mekanizmaları içermektedir. Bu sayede kamusal alanlar, toplumun beklentilerine daha uygun hale getirilerek sürdürülebilir bir hizmet sunumu sağlanabilecektir.
Purpose
This article studies the customer’s purchase intention to choose healthcare services in the post-COVID-19 situation. The authors have used the most prominent SERVQUAL model to assess the service quality offered to patients and each variable’s influence on customer intent to purchase healthcare services.
Design/methodology/approach
Tangibility, reliability, responsiveness, assurance, empathy, hospital image and customer purchase intention are the variables considered for this study. Data have been collected from customers who have recently experienced services in different hospitals. Standardized statements of the SERVQUAL model and purchase intention were adapted and modified as per the requirements of the constructs. Out of 271 filled questionnaires, the authors have undertaken the data cleaning process to circumvent any kind of biasness; finally the authors have considered 225 questionnaires to conduct this research work.
Findings
This study’s findings indicate significant and positive relationships between service quality, hospital image and customer purchase intention to choose hospital services. Additionally, the mediating role of hospital image was confirmed in all four hypotheses.
Practical implications
The results of this study provide practitioners with valuable insights and guidance for developing effective strategies for providing better services to patients.
Originality/value
Confirmatory factor analysis (CFA) was used to check the validity and reliability of all the constructs. Due to the high correlation between tangibility, reliability, responsiveness, assurance and empathy, authors have created a second-order construct, i.e. service quality. Authors have also used structural equation modeling (SEM) to inspect the associations between different constructs. Authors have measured the mediating role of hospital image between the relationship of all the service quality dimensions and customer purchase intention.
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
This study develops a longitudinal model of the effect of a service change on customer attitudes about service quality. The model is estimated with data from a field experiment with three survey waves. Service changes are found to strongly influence customer evaluations of service quality through their effect on customer perceptions of current performance and disconfirmation. The effect of disconfirmation is larger, and the effect of prior attitudes is smaller, directly after the service change compared with a subsequent time period.
SERVQUAL:
A Multiple-Item Scale for Measuring Consumer Perceptions of
Service Quality
A. PARASURAMAN
Foley's/Federated Professor of Retailing and Marketing Studies
Texas A & M University College Station, Texas
VALARIE A. ZEITHAML
Associate Professor
of Marketing Duke University
Raleigh-Durham, N. Carolina
LEONARD L. BERRY
Foley's/Federated Professor of Retailing and Marketing Studies
Texas A & M University College Station, Texas
This paper describes the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations. After a discussion of the conceptu alization and operationalization of the service quality construct, the procedures used in constructing and refining a multiple-item scale to measure the construct are described. Evidence of the scale's reliability, factor structure, and validity on the basis of analyzing data from four independent samples is presented next. The paper concludes with a discussion of potential applications ef the scale.
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This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipated and perceived performance levels. However, perceived performance levels also were found to have an important direct effect on quality and value assessments. Copyright 1991 by the University of Chicago.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects’ initial expectations affected subjects’ satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
The authors propose to modify the basic confirmation/disconfirmation paradigm in two ways. First, expectations are replaced with experience-based norms as the standard for comparison of a brand's performance. Second, a zone of indifference is postulated as a mediator between confirmation/disconfirmation and satisfaction. Implications for future research are also presented.
The authors develop a longitudinal model of the effect of a service change on customer attitudes about service quality. The model is estimated with data from a field experiment with three survey waves. Service changes are found to have a strong influence on customer evaluations of service quality through their effect on customer perceptions of current performance and disconfirmation. The effect of disconfirmation is larger and the effect of prior attitudes is smaller directly after the service change than in a subsequent time period.
Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged—service quality and evaluating the service encounter. Using medical services as the primary study setting, the authors explore the concept of professional services quality and its evaluation from both the provider and client perspectives. They use gap analysis as an appropriate approach for examining the evaluation of a professional service. The findings provide special empirical insights on the gaps that can arise from inconsistent perceptions of expectations and experiences between patients and physicians. Finally, both managerial and research implications are presented.
A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers work. In this article an approach is outlined by which this goal can be achieved and portions of the approach are illustrated in terms of a job satisfaction measure.
The marketing discipline has been concerned primarily with GOODS. Yet SERVICES are claiming an increasing share of the consumer's dollar. This author argues that marketing people should direct more of their attention to the services sector. What are the marketing characteristics of services? Are goods solely goods-services solely services? Is not the marketing of services by government agencies an appropriate province for marketing analysis? These are some of the questions considered here.
The authors propose to modify the basic confirmation/disconfirmation paradigm in two ways. First, expectations are replaced with experience-based norms as the standard for comparison of a brand's performance. Second, a zone of indifference is postulated as a mediator between confirmation/disconfirmation and satisfaction. Implications for future research are also presented.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects' initial expectations affected subjects' satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.
Explains how social scientists can evaluate the reliability and validity of empirical measurements, discussing the three basic types of validity: criterion related, content, and construct. In addition, the paper shows how reliability is assessed by the retest method, alternative-forms procedure, split-halves approach, and internal consistency method.
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers work. In this article an approach is outlined by which this goal can be achieved and portions of the approach are illustrated in terms of a job satisfaction measure.
Describes the replication and testing of the SERVQUAL battery (A. Parasuraman et al; see record
1986-10681-001), which measures the perceived quality of a service situation. The scale was tested in 4 service settings different from those of the original test: a dental school patient clinic, a business school placement center, a tire store, and an acute care hospital. Six basic questions of interest to the retailer are discussed: (1) the number of dimensions and how generic they are, (2) the extent to which item wording can be changed, (3) service situations that include multiple service functions, (4) the validity of analyzing differences between expectations and perception, (5) the point at which expectations information should be obtained, and (6) the relationship between expectations and importance. SERVQUAL answered Questions 1 and 2 but needs adaptations with regard to Questions 3 through 6. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Three experiments were conducted on the predictability of four multi-attribute models. Results support using the “adequacy” formulation over the Fishbein and Rosenberg models if the investigator's goal is maximization of explained variance. The utility of eliciting salient beliefs and the nonequivalence of value and prominence components is shown also.
Companies that achieve a very high degree of service quality in their approach to doing business will gain incalculable benefits.
Service Industries: A Renaissance in Quality
- G Blackiston
- Howland
Blackiston, G. Howland (1988), "Service Industries: A Renaissance in Quality," Executive Excellence, 5 (9), 9-10.
Service Quality: Essential Ingredients
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- David W Cravens
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Future Purchase Behavior) (84) In the next year, my use of XYZ _ _ will be
- Philip B Crosby
Crosby, Philip B. (1979), Quality Is Free: The Art of Making
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(Future Purchase Behavior)
(84) In the next year, my use of XYZ _ _ will be
1-2-3-4-5-6-7