ArticlePDF Available

The impact of service quality on customer loyalty: A study of dental clinics in Jordan


Abstract and Figures

The present paper aimed at measuring the quality level of Jordanian dental clinics services from their customers' perspective. It also aimed at identifying the impact of this quality level on customer loyalty. The present study was conducted through adopting a quantitative approach. In order to achieve the study's objectives, the researchers of the present study implemented the SERVPERF scale. The latter scale consists of five service quality dimensions; (tangibility, reliability, responsiveness, assurance, and empathy). The questionnaire forms were distributed to (250) dental clinics' customers in Jordan. However, the researchers collected (194) questionnaire forms (i.e. the response rate is 77.6 %).The collected data was analyzed statistically through using the (SPSS) program. It was concluded that customers believe that the quality level of Jordanian dental clinics services is medium measured by the SERVPERF dimensions jointly and separately. It was also concluded that the quality level of Jordanian dental clinics services has a statistically significant positive impact on customer loyalty. In the light of such results, the researchers recommend improving the quality level of dental care services through providing services that meet or exceed the customers' expectations.
Content may be subject to copyright.
International Journal of Medical and Health Research
International Journal of Medical and Health Research
ISSN: 2454-9142
Impact Factor: RJIF 5.54
Volume 5; Issue 1; January 2019; Page No. 65-68
The impact of service quality on customer loyalty: A study of dental clinics in Jordan
Dr. Tareq N Hashem1, Dr. Nafez Nimer Ali2
1 Associate Professor, Department of Marketing, Isra University, Amman, Jordan
2 AlZaytoonah University of Jordan, Jordan
The present paper aimed at measuring the quality level of Jordanian dental clinics services from their customers’ perspective. It
also aimed at identifying the impact of this quality level on customer loyalty. The present study was conducted through adopting
a quantitative approach. In order to achieve the study’s objectives, the researchers of the present study implemented the
SERVPERF scale. The latter scale consists of five service quality dimensions; (tangibility, reliability, responsiveness, assurance,
and empathy). The questionnaire forms were distributed to (250) dental clinics’ customers in Jordan. However, the researchers
collected (194) questionnaire forms (i.e. the response rate is 77.6 %).The collected data was analyzed statistically through using
the (SPSS) program. It was concluded that customers believe that the quality level of Jordanian dental clinics services is medium
measured by the SERVPERF dimensions jointly and separately. It was also concluded that the quality level of Jordanian dental
clinics services has a statistically significant positive impact on customer loyalty. In the light of such results, the researchers
recommend improving the quality level of dental care services through providing services that meet or exceed the customers’
Keywords: service quality, customer loyalty, customer satisfaction, SERVPERF scale
Quality has attracted the attention of many researchers due to
its significance. It has attracted the attention of many
customers as well. For instance, there are many customers
who seek services of high quality level and are very willing
to pay much money to receive such services. Providing
services of high quality shall enable the service provider to
dominate the market and achieve a competitive advantage
even if the services are very expensive (Cachon, & Olivares,
2010) [9]. There are also customers who are not willing to pay
much money. Thus, they search for services of less quality.
In the market place, there are always companies competing
with one another in terms of quality, price and many other
standards. However, quality is the most significant standard
that affects companies’ competitiveness (Gibbons, &
Henderson, 2012; Erel, 2009; Cachon, & Olivares, 2010) [14,
9]. It should be noted that services differ from one to another
in term of price, quality, sales volume and delivery time. Each
customer is concerned with one of those standards. Hence,
the market place includes a variety of services to fulfill the
needs of all customers and several studies were conducted in
order to evaluate the service quality in different service
sectors (Ahmad, &Sungip, 2008; Upadhyaya, &Badlani,
2011; Bala et al., 2011;; Sandhu &Bala, 2011) [1, 31, 5].
Significance of the study
The importance of this study lies in the importance of the
quality of service provided, as it contributes to the increase of
previous studies related to the subject of the study. The study
also helps to provide the theoretical literature with the latest
information on the quality of health service using the
SERVPERF scale, Reliability, responsiveness, security, and
empathy) to achieve customer loyalty in dental clinics in
Literature Review
Service Quality
Due to the significance of quality, each entity must identify
the quality level of its services and products from their
customers’ perspective. It must also identify its customers’
satisfaction and loyalty levels. It must also identify the type
of its customers. That shall enable the entity to achieve a
competitive advantage, develop its business and expand.
However, measuring such levels is not something easy to do.
(Tsay, & Agarwal, 2000) [30].
When an entity expands its business or enters a new market,
it acquires various categories of customers whose standards
and interests differ from one another. It may also attract the
customers of its competitors. In order for the entity to succeed
in attracting customers, and achieve a sense of loyalty among
them, it must provide services of different characteristics,
quality levels and prices (Tirole, 1990) [29].
Researchers have developed several scales and models to
measure the service quality level. One of these scales is called
the Servqual scale which consists of forty (44) items. There
is another scale called the "Servperf" scale, which consists of
twenty-two (22) items. The present study implemented the
SERVPERF scale to measure the quality level of dental
clinics services in Jordan. It should be noted that measuring
such quality is highly significant because that shall
participate in raising the quality level of such services leading
to improve Jordanians’ dental health level. In addition,
identifying the satisfaction and loyalty levels among
customers shall participate in increasing these levels. That
shall enable dental clinics to attract more Jordanian and
foreign customers (Ajarmah, et al., 2017; Ajarmah, &
Hashem, 2015; Zareiet al., 2015; Peprah, 2014 and Zineldin,
2006) [3, 22, 35].
International Journal of Medical and Health Research
Both Servqual and Servperf scales cover five service quality
dimensions; (tangibility, reliability, responsiveness,
assurance, and empathy). However, the SERVPERF scale
seeks to explore customer perceptions about the service
without comparing them to their expectations. (Hashem &
Hamdan, 2017; Phan, and Nham, & Gronroos, 2007) [3, 23]. As
for the present study, it adopts the SERVPERF scale.
Customer Loyalty
Customer loyalty occurs when customers feel satisfied about
a specific product or service. Loyal customers keep
purchasing the company’s products constantly. They also
provide the company with high ratings, and positive reviews.
They also spread a positive word of mouth about the service
and the service provider (Kumar, & Advani, 2005) [22].
According to Iddrisu (2011) [18], loyal customers are more
likely to recommend purchasing the service in front of their
friends and their family members. Iddrisu (2011) [18] and
Teich (1997) suggest that customer loyalty is achieved when
the company meets and exceeds customer expectations in a
constant manner. Iddrisu (2011) [18] indicates that customer
loyalty can be realized by offering a product of high quality
along with providing customers with coupons, free offers,
extended warranties, and low interest rates. The company
should offer these incentives to make their customers feel
pleased and happy. Such feelings shall participate in
developing a sense of loyalty within customers and make
them keep purchasing the service. Loyal customers shall
convince others to purchase the concerned service (Kotler &
Gertner, 2002) [9]. According to Kotler, and. and Gertner
(2002) [9], loyal customers participates in increasing the
company’s profitability, sales volume and cost savings. It
also participates in increasing customer retention rate and
raising stakeholders 'earnings.
Customer Satisfaction and Loyalty
Customers feel satisfied when they have positive feelings
towards the concerned service or product. Such positive
feelings are derived from meeting or exceeding their wants,
demands and expectations. In other words, such positive
feelings are based on the gap between their expectations with
their perceptions after receiving the service or using the
product. This gap shall affect one’s purchasing decision
(Wiele, Boselie, &Hesselink, 2002; Akbar, &Parvez, 2009)
[32, 4].
Choi & Chou (2001) [10] and Ehigie (2006) [12] concluded that
there is a statistically significant positive relationship
between customer loyalty and customer satisfaction. Others
researchers (i.e. Oliver, Rust, &Varki, 1997; Lam, Shankar,
& Murthy, 2009) [10, 21] concluded that customer satisfaction
shall lead to achieving a sense of loyalty. As for Clarke
(2001) [11] and Wong (2005) [33], they concluded that that
customer satisfaction is the first building block for achieving
a strong sense of loyalty among them. Clarke (2001) [11]
believes that making the customer feel satisfied shall not
necessarily lead to turning him into a loyal customer. Bowen,
and Brown (2001) suggest that companies should make sure
that their customers feel satisfied about the service or product
delivered to them.
However, customers may stop dealing with a certain service
provider and start dealing with another one. That is because
the latter one offers better things, such as: better prices, and
more incentives (Storbacka, & Lehtinen, 2001) [28].
According to Bansal, and Gupta (2001) [6], satisfaction can be
effective only when it creates a sense of loyalty within
customers and enables the company to create a sustainable
competitive advantage. However, Akbar, and Parvez (2009)
[4] argue that not all the loyal customers feel satisfied.
According to Hu et al. (2009) [17], the service quality level is
highly significant and influential. For instance, high service
quality level can attract customers (Hu et al., 2009) [17]. Other
researchers (i.e. Dominici & Guzzo, 2010; Ryu & Han, 2010;
Amin et al., 2013; Kim & Lee, 2010; Amin et al., 2013) [25]
state that satisfied customers benefit the service provider
through spreading a positive word-of-mouth. Hu et al. (2009)
[17] argue that satisfaction is based on the customers’
emotional attitudes towards a specific product or service after
using it or receiving it. The formation of these attitudes is
attributed to the gap between the customer’s expectations and
perceptions about the service performance. Hue et al. (2009)
[17] state that customer satisfaction refers to customer’s
affective and cognitive attitudes that are formed towards a
specific product or service after using or receiving it. Other
researchers (i.e. McDougall, & Levesque, 2000) [13] suggest
that customer satisfaction is the customer's overall
assessment for a specific company or service provider. Other
researchers (i.e. Ryu et al., 2012) [25] believe that customer
satisfaction may be formed through receiving a certain
service for several time.
There are many multi-dimensional scales used for measuring
customer satisfaction level. For instance, Bitner and Hubbert
(1994) [8] measured customer satisfaction using a four
dimensional scale. Barsky and Labagh (1992) [7] identify nine
(9) factors that affect customer satisfaction, such as: room,
employee attitudes, price, services, reception, food and
beverage, and parking. Suresh hander et al. (2002) identify
five criteria used for measuring customer satisfaction. Such
criteria involve service delivery, core service,
systematization of service delivery, social responsibility, and
the tangibility of the service. Most researchers believe that
the complex nature of customer satisfaction requires using a
multi-dimensional scale for measuring it.
In the light of the aforementioned studies, the current study
seeks to test the following hypothesis.
Ho: Service quality doesn’t have any statistically
significant impact on customer loyalty
The present study adopted a quantitative approach. The
researchers designed the study’s instrument, where it was
designed by the researchers and then tested the Face Validity
through its presentation to a number of specialists, where it
was modified and exit in its final form to achieve the
objectives of the study. Then, it was applied to the sample
which was selected from Jordanian dental clinics patients.
The questionnaire forms were distributed to the sampled
customers. The collected data was analyzed through using the
SPSS program.
The questionnaire adopts the five point Likert scale. Thus,
each item is provided with 5 multiple choice answers,
(strongly agree 5 agree 4 neutral 3 disagree 2 strongly
disagree 1). The study’s population consists of the customers
of Jordanian dental clinics. A convenience sample was
selected from the population and consists from (250)
customers. However, the researchers collected (194)
questionnaire forms (i.e. the response rate is 77.6 %).
International Journal of Medical and Health Research
Demographic Characteristics of the Respondents:
It is concluded that 58.2 % of the respondents are males (i.e.
113 customers). 41.8 % of the respondents are females (81
customers). 41.2 % of the sample holds a secondary school
certificate (i.e. Tawjihi certificate). In addition, 62% of the
respondents’ is less than 35 years old.
Reliability Test
The researchers calculated the Cronbach’s’ alpha coefficient
value of the study’s instrument. The latter value is 0.917.
Thus, the instrument is highly reliable because the latter value
is greater than the accepted value (0.60).
Hypotheses Testing
Ho: Service quality doesn’t have any statistically significant
impact on customer loyalty
Table 1: hypothesis testing
Model Summary
Adjusted R
Std. Error of the
Multiple Regressions is used to test the above hypothesis. It
is found that R (0.432) is the correlation of the independent
variables and the customer loyalty. Also it is found that R
Square (0.187), which is the explained variance, is actually
the square of the multiple R (0.432)2. What the results mean
is that (18.7%) of the variance (R-Square) in the customer
loyalty variable has been significantly explained by the
independent variables
Table 2
Mean Square
The Anova table shows that the F value of (8.628) is
significant at (0.05) level. Thus, Service quality has a
significant impact on customer loyalty
Table 3
Std. Error
Table 4
Pearson Correlation
Sig. (2-tailed)
**. Correlation is significant at the 0.01 level (2-tailed)
Also, Pearson correlation was used to test the relationship
between each dimension of service quality and customer
loyalty. It is found that there is a moderate relationship
between them as shown in the following matrix
The researcher concluded that customers believe that the
quality level of Jordanian dental clinics services is medium
measured by the SERVPERF dimensions jointly and
separately. It was also concluded that the quality level of
Jordanian dental clinics services has a statistically significant
positive impact on customer loyalty. The latter result is in
agreement with several studies, such as: the studies
conducted by (Ajarmah, et al., 2017;Ajarmah, & Hashem,
2015; Zareiet al., 2015; Peprah, 2014 and Zineldin, 2006) [3,
22, 25].
To illustrate more, it was concluded that the customer’s
decision to keep receiving the dental care services of the same
clinic is based on the quality level of such services. Thus, it
is necessary to keep enhancing the quality level of such
services to retain customers. It is necessary to keep
investigating the attitudes of dental clinics’ customer
The responsibility of raising the quality level of dental clinics
services is assigned to the dental clinic management. Such
level can be raised through meeting or exceeding the patients’
expectations. It can be also raised through providing patients
with support and care, facilitating procedures and paper
works, and treating them nicely.
This study demonstrates the importance of the quality of
service provided in dental clinics, as it contributes to
enhancing the loyalty of the customer and pushing him to
continue dealing with the clinic to obtain the desired service.
In order to raise the quality level of dental clinics services,
advanced technological instruments and machines must be
available at these clinics. In addition, the researchers
recommend conducting more studies about the study’s
subject in other healthcare sectors and clinics in order to
improve Jordanians health. Such healthcare sectors and
clinics may include hospitals and ophthalmology clinic (i.e.
eye clinic).
Limitations of the study
This study is limited to a sample of dental clinics in Jordan
and therefore this study can be developed and applied to other
health services
1. Ahmad A, Sungip Z. An Assessment of Service Quality
in Malaysia Insurance Industry, Communications of the
IBIMA. 2008; 1:3-26.
2. Ajarmah BS, Hashem TN. Patient Satisfaction
Evaluation On
Hospitals; Comparison Study Between
Accredited And Non Accredited
Hospitals In Jordan’,
European Scientific Journal. 2011 51(32):298-314.
3. Ajarmah BS,
Hashem TN, Swies RJ. ‘The effect of 5Q
model on patient’s
satisfaction in military hospitals in
Jordan’, Int. J. Productivity and Quality
2017; 20(3):273-290.
4. Akbar M, Parvez N. Impact of Service Quality, Trust and
Customer Satisfaction on Customer Loyalty. ABAC
Journal. 2009; 29(1):24-38.
5. Bala N, Sandhu HS, Nadpal N. Measuring Life
Insurance Service Quality: An Empirical Assessment of
SERVQUAL instrument, International Business
Research. 2011; 4(4):176-190.
International Journal of Medical and Health Research
6. Bansal S, Gupta G. Building Customer Loyalty Business-
to-Business Commerce. In J. N. Sheth, A. Parvatiyar &
G. Shainesh, eds., Customer Relationship Management.
New Delhi, Tata McGraw-Hill, 2001, 3-25.
7. Barsky J, Labagh R. A strategy for customer satisfaction.
The Cornell Hotel and Restaurant Administration
Quarterly. 1992; 35(3):3240.
8. Bitner MJ, Hubbert AR. Encounter satisfaction versus
overall satisfaction versus quality: the customer's voice.
Service quality: new directions in theory and practice,
Thousand Oaks, CA: Sage, (In Rust, R.T., & Oliver, R.L.
(Eds.), 1994, 72-94.
9. Cachon GP, Olivares M. Drivers of finished-goods
inventory in the U.S. automobile industry. Manage. Sci.
2010; 56:202-216.
10. Choi TY, Chu R. Determination of hotel guests’
satisfaction and repeat patronage in the Hong Kong hotel
industry. International Journal of Hospitality
Management. 2001; 20:277-297.
11. Clarke K. What Price on Loyalty When a Brand Switch
is Just a Click Away?, Qualitative Market Research: An
International Journal. 2001; 4(3):160-168
12. Ehigie BO. Correlates of customer loyalty to their bank:
a case study in Nigeria. International Journal of Bank
Marketing. 2006; 24(7):494-508.
13. McDougall GHG, Levesque T. Customer satisfaction
with services: Putting perceived value into the equation.
Journal of Services Marketing. 2000; 14(5):392-410.
14. Gibbons R, Henderson R. What do managers do?
Exploring persistent performance differences among
seemingly similar enterprises, in: Gibbons, R., Roberts,
J. (Eds.), The Handbook of Organizational Economics.
Princeton University Press, 2012.
15. Gronroos C. Service management and marketing:
customer management in service competition. Wiley,
2007, 396-402.
16. Hashem T, Hamdan F. Measuring Service Quality Level
In The Jordanian Telecommunication Sector From Its
Customers’ Perspective Using The Servperf Scale,
European Journal Of Business And Social Sciences.
2017; 5(12):15-27.
17. Hu X, Zhang C, Hu J, Zhu N. Analyzing Efficiency in
the Chinese Life Insurance Industry. Management
Research News. 2009; 32(10):905-920.
18. Iddrisu AM. Service Quality and Customer Loyalty: The
Case of the Mobile Telecommunication Industry in
Ghana. KNUST Space. Institutional Repository for
KNUST, 2011.
19. Kotler P, Gertner D. Country as Brand, Product and
Beyond: A Place Marketing and Brand Management
Perspective. Journal of Brand Management. 2002;
20. Kumar SR, Advani JY. Factors affecting brand loyalty:
A study in an emerging market on fast moving consumer
goods. Journal of Customer Behaviour. 2005; 4(2):251-
21. Lam YS, Shankar MKE, Murthy B. Customer Value,
Satisfaction, Loyalty and Switching Cost: An Illustration
from Business- to Business Service Context. Sage
Publications, 2009, DO1:10.1177 /009207030426.
22. Peprah AA. 'Determinant of Patients’ Satisfaction at
Sunyani regional Hospital, Ghana'. International Journal
Business and Social Research (IJBR). 2014; 4(1):96-
23. Phan C, Nham P. Impact Of Service Quality On
Customer Satisfaction Of Automated Teller Machine
Service: Case
Study Of A Private Commercial Joint
Stock Bank In Vietnam, Published By
Vgtu Press. 2015;
24. Reichheld FF, Earl Sasser W. Zero defections: quality
comes to services, Harvard Business Review. 1990;
25. Ryu K, Lee H, Kim WG. The influence of the quality of
the physical environment, food, and service on restaurant
image, customer perceived value, customer satisfaction,
and behavioural intentions. International Journal of
Contemporary Hospitality Management. 2012;
26. Sandhu SH, Bala N. Customers perception towards
service quality of life insurance corporation of India,. A
factor Analytic Approach, International Journal of
Business and Social Science. 2011; 2(18):219- 231.
27. Sivadas E, Baker-Prewitt FL. An examination of the
relationship between service quality, customer
satisfaction and store loyalty. International Journal of
Retail and Distribution Management. 2000; 28 (2):78-82
28. Storbacka K, Lehtinen J. Customer Relationship
Management. Creating Competitive Advantage through
Win-Win Relationship Strategy. Mc Graw-Hill, 2001.
29. Tirole J. The Theory of Industrial Organization, Fourth.
ed. Massachusetts Institute of Technology.
30. Tsay AA, Agarwal N. Channel dynamics under price and
service competition. Manuf. Serv. Oper. Manag. 2000;
31. Upadhyaya D, Badlani M. Service Quality Perception
and Customer Satisfaction in Life Insurance Companies
in India, International Conference on Technology and
Business Management, 2011, 28-30.
32. Wiele V, Boselie T, Hesselink PM. Empirical Evidence
for the Relationship between Customer Satisfaction and
Business Performance. Managing Service Quality. 2002;
33. Wong CB. The Influence of Customer Satisfaction and
Switching Cost on Customer Retention: survey of retail
Internet banking users in Hong Kong‟, paper presented
to the Information Technology Conference - R&D,
Management and Applications, Chienkuo Technology
University, Changhua City, Taiwan, 2005.
34. Zarei E, Daneshkohan A, Pouragha B, Marzban S. Arab
M. An Empirical Study of the Impact of Service Quality
on Patient Satisfaction in Private Hospitals, Iran, Global
Journal of Health Science. 2015; 7(1):1-9
35. Zineldin M. The quality of health care and patient
satisfaction an
exploratory investigation of the 5Qs
model at some Egyptian and Jordanian
medical clinics.
International Journal of Health Care Quality Assurance.
2006; 19(1):60-92.
... Gimenez Garcia-Conde, Marin, and Ruiz de Maya, 2016, came up with such models as the Technical and Functional Quality Model. Many studies examine effects of service quality on customer satisfaction, customer loyalty and trust in different areas such as the banking sector and large organizational setting (Talebi et al., 2012;Kranias & Bourlessa, 2013;Khan & Fasih, 2014;Hidayat, Akhmed & Machmud, 2015) ADSL Technology (Rizka & Widji, 2013), Branding (Ashraf et al., 2018), Hospitality (Naing et al., 2019), sport (Aghaei & Elahi, 2019), healthcare (Hashem & Ali, 2019), retail industry (Ivanauskiene & Volungenaite, 2014).They came up with such models as the Technical and Functional Quality Model (Gimenez Garcia-Conde, Marin, & Ruiz de Maya, 2016), SERVQUAL (Brogowicz, Delene, & Lyth, 1990), and SERVPERF (Priporas et al., 2017) all in a bid to find the meeting point of quality and satisfaction in service industries like tourism, hospitality, banking, health, telecommunications, transportation and insurance (Nguyen, Nguyen, Nguyen, & Phan, 2018). The study of (Cahyono 2020) concluded that service quality has a significant effect on student loyalty and satisfaction has a significant effect on student loyalty. ...
... Loyalty is a psychological condition related to behavior toward a product, consumers form their beliefs, whether they like it or not, and decide whether they want to buy the product or not (Hasan, 2008). In business, customer loyalty plays an important role in a business as maintaining customer's means of improving performance and maintaining the viability of the business (Hashem & Ali, 2019). It is the main reason for businesses to maintain their customers. ...
... The American Society for Quality (Kotler & Keller 2007) defines quality as the totality of features and characteristics of a product or service that bear on its ability to satisfy expressed or implied needs. Service quality which is often abbreviated to Servqual (Service Quality), according to (Hashem & Ali, 2019) is the comparison between two main factors, namely, the customer perception on the real received/perceived service and the actual expected/desired service. If the reality is better than the expected service, the service can be said to have high quality. ...
Full-text available
Loyalty has become one of the most strategic and sustainable goals of businesses which any business organizations dream to attain. Customer loyalty is a key variable that inspire corporate businesses to compete in order to gain competitive advantage and continuous patronage against their competitors. The purpose of this paper is to investigate the mediation effect of customer satisfaction in the relationship between service quality and customer loyalty in the non-formal sector of the Nigeria economy. The study considered the informal business sector comprising of hair salons, auto repairs, tailoring and masonry in Jos and Bukuru metropolis of Plateau state Nigeria with emphasis on tailoring and auto repairs as the unit of analysis. The sample size of the study is derived by applying the Yamane sample size formula of 1967; the research arrived at 372 as the minimum sample size for the study. Data was collected from a questionnaire survey and analyzed using ADANCO 2.1.1 to test the hypotheses. Findings from the study reveal that customer satisfaction mediates service quality and customer loyalty. Service quality and customer satisfaction also have direct relationship with customer loyalty. This applies that business is not the only factor that can directly affect customer loyalty, but must first go through customer satisfaction. This means that businesses must first understand what the customer needs and service quality to be provided in other to attract customer loyalty when the level of satisfaction is resolved. The study recommended that, service quality offered by this sector needs to be improved upon to enhance customer satisfaction and loyalty.
... A recent study in the healthcare industry had evaluated service quality from the customer's perspective by using the popular SERVQUAL model for measuring service quality and empirically found a positive and significant relationship with customer loyalty (Hashem & Ali, 2019). The richness of service quality studies has urged the researcher to assess service quality in relation to self-service technology (SST). ...
... This unique and more industry-specific dimension has helped explain the concept of service quality and customer loyalty in the after-sales service context. Hence, the outcome of this study, which shows a positive relationship between industry-specific service quality and customer loyalty is consistent with previous studies (Hashem & Ali, 2019;Iqbal et al., 2018;Lemy et al., 2019). ...
... Apart from repetitively rebuying and reusing the service and products themselves, they can also contribute greatly to an establishment's success through positive word of mouth (Kandampully, Zhang & Bilgihan, 2015). Customer loyalty is realised and achieved when an establishment provides high service quality that meets and exceeds the customers' expectations repeatedly (Hashem, 2019). ...
Full-text available
This study was undertaken to investigate the link concerning service quality constructs and customer loyalty in casual dining restaurants in the City of Tshwane, South Africa. A quantitative research method was applied using a SERVQUALOYAL feedback form to gather primary data from the population. A non-probability convenience selection method was used to select the participants of the study. A total of 204 completed feedback forms were received and analysed using Stata, version 15, statistical analysis software. Partial least square structural equation modelling and descriptive statistics were also used to examine the data to allow the researcher to classify and describe the findings of the study. The results indicated that service quality constructs namely, understanding, responsiveness, safety and trustworthiness have a confident significant link with customer loyalty. Furthermore, the results from the study revealed a considerable breach between customers' expectations and actual service quality. The implication is thus that restaurant managers should take the necessary steps to improve the service quality at their establishments.
... That way, the feeling is based on the gap between expectations and their perceptions after using the product and receiving service. This gap will influence a person's purchasing decisions (Akbar & Parvez, 2009;Hashem & Ali, 2019;van der Wiele, Boselie, & Hesselink, 2002). ...
Full-text available
With competitors, making business people must continue to evaluate the marketing strategy carried out and understand consumer behavior, especially from the coffee shop. The study aims to present the relationship between Store Atmosphere, SERVQUAL, and Consumer Loyalty in Excelso (Big Mall, Samarinda City). We conduct online surveys (instrumental social networking sites). The sample of this study was based on purposive sampling. There were total of 98 participants. The study hypotheses were assessed with the OLS model. We find that there is a significant positive effect of the Store Atmosphere variable on SERVQUAL and SERVQUAL on Consumer Loyalty. Meanwhile, the relationship between Store Atmosphere and SERVQUAL variables is positive-insignificant. With this study, it can create a sense of curiosity to conduct further research, namely by holding interviews or distributing a broader questionnaire to obtain maximum results.
Full-text available
p> Objetivo: comparar la percepción de la calidad funcional de los pacientes que acuden a los servicios en las Clínicas Estomatológicas de Docencia y Servicio (CEDS), con las metodologías Donabedian y SERVPERF. Diseño metodológico: se realizó un estudio descriptivo, transversal, observacional y prolectivo para comparar cómo perciben los pacientes atendidos en las CEDS de la Facultad de Estomatología (FE) de la Benemérita Universidad Autónoma de Puebla (BUAP) la calidad del servicio, a partir de las metodologías Donabedian y SERVPERF. Se diseñó y aplicó a una muestra aleatoria estratificada de 400 pacientes un instrumento denominado PERCACEL estructurado en tres partes: a) datos generales; b) metodología de evaluación de Donabedian; y c) metodología SERVPERF. Resultados: el porcentaje de percepción de la calidad con el instrumento Donabedian fue menor (8.14 %) en comparación con el obtenido con la metodología SERVPERF (8.51 %). Limitaciones de la investigación: la validez y confiabilidad del instrumento resultaron altas, sin embargo, su sensibilidad depende de la identificación de los procesos del servicio a evaluar en cada una de las dimensiones de las dos metodologías, para asegurar su confiabilidad. Hallazgos : ambos instrumentos pueden ser utilizados en diferentes servicios, tanto públicos como privados, y en diferentes ámbitos, incluyendo el de estomatología.</p
Full-text available
Penelitian ini bertujuan untuk menjelaskan pengaruh kualitas layanan, perceived value, perceived usefulness, dan perceived ease of use terhadap passenger satisfaction dan passenger loyalty pada layanan travel di Kupang, Nusa Tenggara Timur. Metode penelitian termasuk penelitian kuantitatif dengan jumlah sampel sebanyak 135 penumpang. Data dikumpulkan dengan menggunakan kuesioner, kemudian diolah menggunakan Partial Least Square (PLS). Temuan penelitian menunjuk­kan bahwa kualitas layanan, perceived value, perceived usefulness, dan perceived ease of use berpenga­ruh positif terhadap passenger satisfaction, serta passenger satisfaction berpengaruh positif terhadap passenger loyalty.
Tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan dan kepuasan pelanggan jasa transportasi onlineterhadap loyalitas pelanggan secara langsung dan tidak langsung. Metode penelitian yang digunakan adalah deskriptif kuantitatif. Populasi yang digunakan adalah mahasiswa di Kota Medan. Teknik pengambilan sampel dalam penelitian ini menggunakan metode Non-Probability Accidental Sampling dengan kriteria responden adalah mahasiswa Kota Medan dan responden yang pernah menggunakan layanan transportasi online setidaknya paling sedikit dua kali. Jumlah sampel yang digunakan dalam penelitian ini adalah 120 responden. Data dikumpulkan dan kemudian dianalisis menggunakan analisis jalur dengan tingkat signifikansi 5% menggunakan software Lisrel versi 8.8. Hasil penelitian menunjukkan kualitas pelayanan memiliki pengaruh positif langsung terhadap kepuasan pelanggan jasa transportasi online, selain itu kualitas pelayanan dan kepuasan pelanggan juga memiliki efek positif langsung pada loyalitas pelanggan jasa transportasi online. Sedangkan kepuasan pelanggan tidak dapat memediasi hubungan antara kualitas pelayanan dengan loyalitas pelanggan.
Full-text available
This paper aimed to measure the service quality level in the Jordanian telecommunication sector from the perspective of its customers. The study was applied in three well-known telecom companies in Amman, Jordan; Zain, Orange, and Umniah during 2017. In order to achieve the study's objective, the researchers adopted a questionnaire that consists of (27) items. This questionnaire has adopted the SERVPERF scale and made modifications and additions on it. The latter scale adopts (5) dimensions for measuring service quality, which are: (tangibility, reliability, responsiveness, assurance, and empathy). The questionnaire forms were distributed to (500) customers who have experience in dealing with the aforementioned companies. However, the researchers retrieved (422) questionnaire forms (i.e. the response rate is 84.4 %).The obtained data were analyzed by the " Statistical Package for the Social Sciences " (SPSS) program. The researchers concluded Jordanian telecom customers have positive attitudes towards the service quality level of the Jordanian telecommunication companies measured by the five dimensions of the SERVPREF scale jointly and separately. However, the highest percentage of positive attitudes was towards the dimension of tangibility, whereas empathy has got the lowest percentage of positive attitudes.
Full-text available
The research aim is to compare accredited and non-accredited hospitals in relation to patient's satisfaction in Jordan and to address the question if there is a correlation between patient's satisfaction and accreditation. The researchers adopt a quantitative methodology. T test was used to test the main hypotheses. Patient satisfaction was measured using the SERVQUAL scale (tangibility, reliability, responsiveness, assurance and empathy). 1000 questionnaires were distributed to stratified random sample of hospitals' inpatients. The results show considerable evidence that accreditation significantly improves patients' satisfaction. Accordingly, accreditation programs should be reinforced as a tool to improve health service quality.
Full-text available
One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.
Full-text available
Objective: Perceived service quality is the most important predictor of patient satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of patients in private hospitals of Tehran, Iran. Method: This cross-sectional study was conducted in the year 2010. The study’s sample consisted of 969 patients who were recruited from eight private general hospitals in Tehran, Iran using consecutive sampling. A questionnaire was used for data collection; contacting 21 items (17 items about service quality and 4 items about overall satisfaction) and its validity and reliability were confirmed. Data analysis was performed using t-test, ANOVA and multivariate regression. Result: this study found a strong relationship between service quality and patient satisfaction. About 45% of the variance in overall satisfaction was explained by four dimensions of perceived service quality. The cost of services, the quality of the process and the quality of interaction had the greatest effects on the overall satisfaction of patients, but not found a significant effect on the quality of the physical environment on patient satisfaction. Conclusions: Constructs related to costs, delivery of service and interpersonal aspect of care had the most positive impact on overall satisfaction of patients. Managers and owners of private hospitals should set reasonable prices compared to the quality of service. In terms of process quality, waiting time for visits, admissions, and surgeries must be declined and services provided at the fastest possible time. It should be emphasized to strengthen of interpersonal aspects of care and communication skills of care providers.
Full-text available
Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction.
This research aimed to investigate the dimensions of service quality that affect patients' satisfaction in Jordanian military hospitals using the 5Q model consisting of quality of object, quality of process, quality of infrastructure, quality of interaction and quality of atmosphere. The research surveys five military hospitals in Jordan through distributing 350 questionnaires to a convenient sample of inpatients. A total number of 324 questionnaires were collected. The results show that 5Q dimensions affect patients' satisfaction. Furthermore, the 5Q model is a convenient diagnostic instrument to be used in assessing and monitoring the quality of healthcare service in hospitals.
With the entry of so many players in the field and the consequent competitive activism, the entire gamut of the service sector is witnessing a multi-dimensional, purposeful, consumer-friendly approach, shedding off the lethargy that had come to be associated with the sector. One of the leading insurance companies of the service sector, Life Insurance Corporation (LIC) of India has experienced an equally profound impact of competition. One of the greatest challenges forcing the life insurance player is to differentiate its services through quality improvement. The aim of this paper is to test the reliability and to examine the dimensionality of SERVQUAL instrument in the life insurance sector. Besides, the study has identified deficiencies in the specific areas of service quality where concentrated efforts are required to be made. Data has been collected from 337 customers from three cities of Punjab to know their perceptions and expectations level at seven point Likert scale towards service quality of LIC. The findings of the study indicate that the gap scores do not merge into five dimensions of service quality; rather, the perception scores merge into three dimensions. Evidently, SERVQUAL instrument cannot be applicable to the Indian life insurance sector and further research is necessitated to comprehend the service quality within the Indian context.