Questions related to Service Quality
I am conducting a research for my PhD thesis. I need to do Face validity before finalizing the questionnaire.
I have attached the questionnaire.
I appreciate it if you comment on my questionnaire.
I am proposing a research model where service quality (SERVQUAL) has five dimensions with 32 items scale. It seems to be lengthy as other variables also have healthy scale items (questionnaire would be lengthy). I am afraid of facing any issue while running SEM in SmartPLS on it. My question is, can I take the most relevant two or three items at one time so that it can be more significant and concise with results and discussions? And what would be the justification for it? Need strong opinions.
I want to replace the term "quality" with another possible term to be sued in the context of service quality, keeping the same dimensions which are ( empathy, responsiveness, reliability, tangibility and assurance. can you please suggest other terms with related researches to support.
As a researcher, I am trying to investigate the impact of total quality management on the quality of services provided at NGOs.
Please suggest different ways to assess the service quality of agriculture/ extension service providers ? with respect to different dimensions / attributes
I am currently trying to undertake a meta-analysis for service quality factors (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) and look at the difference between Expectation and Perception in higher education settings. Some studies have used the 1-5 Likert scale, and some used the 1–7-point Likert scale. Is it ok to consider both the scale in the analysis, or do we need to change the scale and make it uniform?
I recently developed a new contextually relevant scale to measure service quality at a local tertiary education institution for my dissertation. Now I want to develop recommendations for institutional improvement in response to the service quality negative gaps. TQM is considered a dated model. I am looking for a more modern approach or recent studies done (post 2015) on holistic improvement at the higher education institutions. I have already looked at the Malcolm Baldrige Model.
I am currently doing a research on service quality on customer satisfaction and loyalty . I am currently on the planning and analysis results using SPSS but I am a little confused with regards to regression analysis . What would be the best steps to follow to present data ( see file attached) to show Regression analysis of relationship between service quality and customer
When I am on SPSS I am not too sure where to put control variables as linear regression option only has option for dependent/independent variables . I am not too sure what model 1/2 means
Thanks in advance
Blending two theoretical foundations of Planned Behavior Theory and Relationship Marketing Theory, exploring four main marketing constructs of Customer Retention, Satisfaction, digital service quality (e-service Quality, e.g., (Parasuraman, 2005)) in a multivariate model using Structural Equation Analysis (PLS-SEM, SmartPLS, Ringle 2015) targeting Customer Retention as dependent variable, if anyone has something in mind, I would love to hear. Thanks in advance!
I am making a compilation of models or instruments to measure customer service satisfaction, I have found some related to service quality management, for example, Servqual, and others more related to marketing such as the mystery shopper, surveys or inquiries of customer retention; but I would like you to provide me with suggestions or points of view. Thank you.
Does quality service, customer satisfaction and customer trust lead to strong customer loyalty for an organisation. Focus is on hotels/ Hospitality industry in general.
I am interested on studies that combines business concepts and models in Public Health. I am also looking forward to communicate with respective researchers
I have just published a paper in Transport Policy about the mediator role of satisfaction in public transport (https://doi.org/10.1016/j.tranpol.2020.09.011) using data from the same survey in five cities (Madrid, Rome, Berlin, Lisbon and London). I have found that satisfaction exerts a complete mediator role between service quality and behavioral intentions in urban and metropolitan public transport services.
My personalized Share Link is https://authors.elsevier.com/a/1c1pU,L-HRby6v (valid before Dec 27, 2020).
I would appreciate feedback from anybody that has compared both models (partial vs. full mediator) in the field of public transport or in any other fields?
I want to statistically model mode choice behavior ( modes: bus, train, car, other modes). My independent variables are gender(male/female), car ownership (yes/no), age (continuous), household income( continuous), travel time, travel distance, travel cost (continuous). Along with that service quality parameters: comfort, reliability, safety etc which are ordinal data collected from questionnaire survey to be included in the model. Users has been asked to rank service quality parameters to rank in an ordinal scale of 1-5.
My dependent variable in nominal and independent variables contains nominal, ordinal, continuous variables. In order to model mode choice, which statistical method should I choose: Multi-nominal logistic regression or Ordinary Logistic Regression?
I have two samples with different sizes in my project. One sample measure three variables (Competitive position , agility position and dynamic position). The other samples measures one variable (perceived service quality). Can I use correlation test. If I use Structural Equation Model is it possible to test the relationship between two different samples ?. Appreciate you ideas.
I want to pursue Phd in the service quality in healthcare so I would like to test whether there is any relationship between the accreditation and the patient satisfaction in healthcare industry?
pls guide whether this can be one of the objectives?
I a doing a research on "Impact of privatization on service quality of a firm".
For this study I have selected three firms (each from different industry ; namely banking, telecom and power) which were privatized in my country during the last decade.
For measuring the impact on service quality after privatization (current situation) , I have developed a questionnaire. However to compare the results of this questionnaire with something i need the levels of service quality of these firms before privatization where i am currently stuck as I am using convenience sampling for my questionnaire and the respondents are providing ratings based on current situation only ( i.e. after privatization)
Can you guys help me out on how to collect a firm's service quality levels data before its privatization; basically which research method and sampling technique should i use?
Hi all professionals,
I am doing my thesis and I have carried out a survey with sample size 150
regarding low income people's satisfaction towards public transport service quality.
I have 18 independent variables which are ordinal in different aspect such as the satisfaction towards waiting time, route, safety, service time,etc. people give their satisfaction rank
from 1-5 (from very satisfied to very unsatisfied) for these factors.
While the dependent variable is also ordinal, it is an overall ranking from 1-5 (from very satisfied to very unsatisfied) for the overall public transport service quality.
After inserting my data to SPSS and I chose oridinal regression, I got the following warning msg,
There are 600 (80.0%) cells (i.e., dependent variable levels by observed combinations of predictor variable values) with zero frequencies.
The log-likelihood value is practically zero. There may be a complete separation in the data. The maximum likelihood estimates do not exist.
The PLUM procedure continues despite the above warning(s). Subsequent results shown are based on the last iteration. Validity of the model fit is uncertain.
Are there any method for solving this or what other regression shall I use for both dependent and independent variables are ordinal ?
Sustainability is a key issue and condition for the survival of the tourism and hospitality industries. However, some tourists fear that the costs of the implementation of sustainability measures will impact negatively on increasing prices and reducing quality. Is it possible to implement sustainability measures and at the same time keeping prices unchanged or even reducing prices while improving service quality? Can you give some examples?
Every person mentality and projection to society is different. Some people have charity as quality, some have service as quality, some have good counselling as quality, some have helping nature as quality etc. A combination of some of the above may enhance a person to become a good individual.
I am intending to assess the quality of e-service delivery by the government of Bangladesh. Which service quality model would be ideal for assessing ICT-based services provided by the government agencies, please?
I was looking for a critical evaluator who can assist me with suggestions for improvement of my questionnaire. The study was based on Indian Customer's who are using E-Banking lounge services.. Major dimensions of study were Technology Readiness, Service quality, User satisfaction and Continuous intention. Researchers, Banking professionals, E-Banking lounge Users, Consultants etc were best fit. Thanks to all masters who all reverted to my mails even being very busy in their normal schedule. Research is about sharing expertise.
I dont know whether my research will come to a conclusion but I would like to salute to all great researchers who are willing to help unknown junior fellows with their quality sharing without any expectation in return.
I want to know is there any studies or thesis regarding service quality and tourist satisfaction of Rajasthan ?
I had recently joined for PhD and I am interested to start my research in service quality so,Can anyone suggest me latest or unexplored dimensions of service quality to conduct my research?
Can anyone tell me about any research paper connecting The Service Quality (Parasuraman et. at. 1988) and Consumption Value (Sheth, Newman and Howard 1991)
I am doing a study on the influence of education quality on perceived service quality of graduates. I collected data from three sets of respondents (graduate employees, employers and consumers of services). Whats the best method or technique I can apply to analyse the three sets of data to actualise my research objective?
To find out how perceptions of system quality have been used against future performance expectations.
Research note: Improving the measurement of service quality
Brown, Tom J; Churchill, Gilbert A, Jr; Peter, J Paul.Journal of Retailing; Greenwich Vol. 69, Iss. 1, (Spring 1993): 127.
I am doing survey research of customer right now so that I want to identify the minimum percentage that can be stated customer satisfy towards the service and quality of company. May I guess is it between 70 % and 90 %. I need the exact percentage about this. May anyone can give me assistance to answer my question. Thanks a bunch.
As part of my doctoral thesis, I am preparing a study to examine the impact of a virtual assistant on satisfaction in the customer service process. I wonder if I can modify the available models (like TAM, UTAUT) for my research?
Can anyone advise me how this modification should be done? And whether it is possible at all.
Attached please find one of a model, in which questions connected with service quality could be modified by replacing the word 'employee' by 'virtual assistant'.
I am looking for university students at any level to complete a simple 5 minute questionnaire for a study i am doing.
I am looking at the differences in service quality in higher education across different countries.
Please complete and pass on to any other students you know, and I will be forever in your debt.
As part of my study, i would like to assess the effective of KM for volunteers and how this impact their performance in delivering what they have agreed to as part of their volunteer agreement. The company is a professional body (non-profit) and the volunteers are professional members who run local professional networking events I am a bit nervous that i might go too broad, which is why i would really appreciate your help. The questions which i want to address:
1. What are the key typologies of knowledge within a Not-for-Profit organisation?
2. How can strategies aimed at promoting the identification, formalization, sharing, exploitation of knowledge (spread among the community of those working with and NPO), contribute to performance improvement and achievement of excellence?
3. What are the KM effectiveness measures at the Company? ( assessing the enhanced collaboration, improved learning and adaptation ability, enhanced service quality, improved employee skills and improved productivity)
4. How is the knowledge generated and how does KM flow within the broader sharing environment?
I just want to find the relationship between these two constructs. Is there any correlation between Service Quality and Customer Satisfaction? Which one is independent and which is dependent variable? Perhaps you can refer me to some quality papers that have investigated the relationship between these two constructs.
Librarians as service providers need to properly understand the resources and capabilities and how to leverage them to create design new services. This leads to understand users expectations and use library's resources to satisfy them. Many libraries have resources (human, physical etc.) but librarians are not creative enough to leverage them.
“In service industries, customer satisfaction is always impacted by the quality of interactions between customers and the personnel involved in the contact services” (Natalisa & Subroto, 2004, p. 86), and this is developed through the difference in perceived and actual quality during the service experience. Satisfaction is created by an
excellent staff, efficient operations, convenience, competitive costs, and excellent image (Jones, 2004) which often leads to a repeat purchase (Laroche, Ueltschy, Abe, Cleveland, & Yannopoulos, 2004).
Is it possible to statistically associate data from two different surveys coming from two different populations?
I want to associate patient perception on hospital service quality with staff perception on TQM implementation . Two different surveys were used for the 2 different population.I believe that its not possible to do correlation or regression ,but are there any other statistical methods?
The aim is to create an alternative model of airport service card. I want to focus on the performance and importance of the single factor that influence airport service quality
I have 4 independent variables from service quality's dimensions.
Considering most of research papers that I read, they don't use covariance in path analysis except in CFA. But, If I don't use covariance to the Independent variables, I got bad model fit. It says, "the following variances are negative"
I need your explanation. Thank you.
I am Aireen Y. Clores of Paniman Caramoan. I am currently enrolled in doctoral in management at the Philippine womens University. AT present I am conducting my disseration research for homestay service quality cusomer satisfaction and behavioral intention in Caramoan.
I am interested to read your full paper tourist satisfaction in Homestay at davao and able to apply some ideas in my diasertation especially in the development of research questionnaire. This will help me in my dissertation.
I am hoping if you allow me to use your research as one of my reference. I am hoping for a positive response on this request. Thank you and God Bless.
Aireen Y. CLORES
DBM HOSPITALITY MANAGEMENT
I would like to know of any available criteria or a checklist to measure the quality of the university libraries. I am aware of the service quality measurement criteria but would like to know about measuring the quality of other aspects too.
I am studying the effect of knowledge management on service quality, but I need to measure service quality by employees as the respondents of my survey how can I do that and I need recent studies on service quality for my literature review
In a scientific study among SMEs we are planning to evalute the service quality of banking services delivered to corporate clients. Is anyone aware of quantitative empirical studies that have been doing this in a scientific fashion?
Basically what i am evaluating is how the healthcare services are actually delivered. generally it is assumed that quality is better in private sector as clients are charged fee for availing the services. however in public sector costs are in the form of expenditure by govt. on equipment, salary and infrastructure.is there any mechanism to estimate the costs for the sectors, so that genuine comparisons could be made between the service quality delivery of both the sectors.
My key research questions are:
How to assess the quality of FP services provided at public and private health facilities across the country?.
2. How to assess the perception and appraisal of clients on the FP service quality and the level of client satisfaction with the FP services rendered?
3. How to explore the factors that contribute to the quality of FP services and client satisfaction from both user and provider perspectives?
I am developing a service assessment tool regarding specific aspect of service (relational aspect) for relation based service, by borrowing sociological assessment tools.
As there's no similar or comparable service assessment tool, I can't compare the tools so that I can tell the usefulness and validate my assessment tool.
Could you recommand any method or related literatures about validating the tool which has difficulty in comparing with existing tools?
I am going to develop a ranking system for University libraries. I plan to use 3 criteria for that, Library resources, service quality and user satisfaction. Data for library resources will be collected through a questionnaire from the 10 libraries (librarians) and data for service quality and user satisfaction will be collected trough another questionnaire from library users (100 users from each library) . After collect data which method I can use to rank data? Please give me a soiled answer.
There are several different types of service organisations providing services to consumers. Just as it may be difficult to provide a definitive prescription of what a service is, it may also be difficult to describe what productivity is in services.
I am conducting a study on evaluation of ECD policy implementation and quality service delivery. Therefore, looking for a tool which would help me to quantify quality of the pre-schools environment in Murang'a Kenya
Good morning colleagues,
I and colleagues are developing a structured questionnaire to capture if the environmental aspects are understood as service quality. The idea is to assess if the actions related to ISO 14001 in companies enhances the perception of its customers on quality of services, for example. Initially we are adapting the methodology SERVQUAL to introduce the environmental dimension. The data will be analyzed by the structural equation model approach. Is there already a validated questionnaire for this?
Dr. Luiz Faria
I want to know and understand if there exists a mathematical model that measures SQ ?
Specifically ! How can mathematically measure SQ in Companies of Electrical Energy (Companies of Transportations and Distributions) ?
To build my research model, I would like to learn more how IT/IS service quality has effected on a company profitability and how this has been proven empirically.
The main point is to research how IS continuity effects on IS success by understanding how applications' continuity management efforts resonates with other IS quality (service, system & information) factors. The hot question is "can BC investments justified with opportunities of quality improvement instead of using classical "value preservation"?
I would like to know more about similar or related research for having an open discussion about the subject.
From my point of view, a service delivery process has as inputs: consumables (inputs used and consumed), information, technical resources, human resources, procedures, customers; and as output: those for the customer and those for the service provider. Does something like that exists in literature? Thank you
There are studies which have included the dimensions such as physical service quality, virtual service quality, multi-channel integration, satisfaction and loyalty. Request for your suggestions to comment on the dimensions along with a request for adding dimensions.