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Service Quality - Science topic

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Dear all,
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.
Thank you.
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For your rating scale questionnnaire, ithere should be some checking question in each set of questions so that we know whether the respondants really rate their ideas on a particular item. Foe example, the whole set of questions are talking about the effectivenewss of a supervisor. There should be a question that illustrate the ineffectiveness of the supervisor. If the students tick all with 4-5 so it means the answer is not consistency.
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I want to publish my research done on service quality and customer satisfaction of Ethiopian coffee quality inspection and certification center. Which journal will you recommend me to contact?
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Thanks I will.
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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.
#ServiceQuality #SERVQUAL
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Ingredients miss recipe. Can't find unique measurement. Parsuraman Berry 5 dimension is good
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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.
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Effectiveness of services, programs' efficiency, and evaluations of the programs/services. The challenge I guess you might face over the literature review is generalizing the term rather than being specific. So, if you specify, for example, the health sections rather than the general term humanitarian services, you might be more directed.
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Currently I thought to use SERVQUAL model in assessment of service quality of agricultural service providers for my Ph.D research study.Suggest how can improve my research by use of this model??
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SERVQUAL model is an effective model for assessing the outcome of behavioural intention through mediating effect of satisfaction. Kindly visits the links.
Regards,
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As a researcher, I am trying to investigate the impact of total quality management on the quality of services provided at NGOs.
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Dear Nour Abu Kheiran, kindly see the attached
Hope this helps and good luck on your research.
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Please suggest different ways to assess the service quality of agriculture/ extension service providers ? with respect to different dimensions / attributes
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Thank you@ Valluru Jyothi
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We are conducting this research, can we have a copy if you have?
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Hopefully the views/guidance as per the following papers could help:
  • Amin, M. (2016) Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty, International journal of bank marketing, 34, 3, pp. 280-306.
  • Bowen, J. T. and Chen, S. L. (2001) The relationship between customer loyalty and customer satisfaction, International Journal of Contemporary Hospitality Management, 13, 4/5, pp. 213-217.
  • Chandrashekaran, M., Rotte , K., Tax , S. S. and Grewal, R. (2007) Satisfaction Strength and Customer Loyalty, Journal of Marketing Research, 44, 1, pp. 153-163.
  • Hallowell, R. (1996) The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study, International journal of service industry management, 7, 4, pp. 27-42.
  • Kundu, S. and Datta, S. K. (2015) Impact of trust on the relationship of e-service quality and customer satisfaction, EuroMed Journal of Business, 10, 1, pp. 21-46.
  • Minjoon, J. and Shaohan, C. (2001) The key determinants of Internet banking service quality: a content analysis, The International Journal of Bank Marketing, 19, 7, pp. 276-291.
  • Rod, M., Ashill, N. J., Shao, J. and Carruthers, J. (2009) An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study, Marketing Intelligence and Planning, 27, 1, pp. 103-126.
  • Shankar, A. and Jebarajakirthy, C. (2019) The influence of e-banking service quality on customer loyalty: A moderated mediation approach, The International Journal of Bank Marketing, 37, 5, pp. 1119-1142.
  • Siu, N. Y. M. and Mou, J. C. W. (2005) Measuring service quality in internet banking: the case of Hong Kong, Journal of International Consumer Marketing, 17, 4, pp. 99-116.
  • Wu, Y. L., Tao, Y. H., Yang, P. C. and Li, C. P. (2010) Learning from the past and present: measuring Internet banking service quality, The Service Industries Journal, 32, 3, pp. 477-497.
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Service quality and satisfaction of educational assistance program
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For implementing of scholarship for effectiveness program of mediating for schorship for students . Intelliegent student for his study ,time speak for contribution of his study with his contribution & progressive acheivement in his study speak for his achievement directly .With his achievement pass record & the taste if institute offers him call for the achievement of the student for selection .
This is my personal opinion
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Thank you so much
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How is Six Sigma used in service industry?
Using the DMAIC (Define – Measure – Analyze – Improve – Control) methodology, Six Sigma helps in implementing quality in any industry by reducing defects. The defects are first identified, data is collected as to how the defects occur, and then a new method of working is implemented to reduce errors in the future
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Kindly share your views on this.
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To measure consumer perception of services, you can use service marketing mix elements (7 Ps), including product, price, place, promotion, people, process and physical evidence
You can adopt the scale items from the following study:
Hossain, A., Humayun K. Chowdhury, M., Hasan, S., Shamsuzzaman, M., Fahim, A. Y., & Yusuf H. Khan, M. (2020). Banking service in Bangladesh: the impact of service marketing mix on purchase intention of university students. Strategic Change, 29(3), 363-374.
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Hi,
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?
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As you will ultimately use means and SDs and N, I don't see it woudl matter.
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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.
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Professor Max Moullin, thank you. You response has given me added clarity and focus. Much appreciated.
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I need mathematical formula to measure public service quality and organizational impact
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Hi
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
satisfaction.
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
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Hello Martin,
The simple answer is, model 1 includes just the so-called control variables as IVs (independent variables). Model 2 adds the target IVs to that set.
The extent to which model 2 (and therefore the target IVs) substantively add to the explanatory power of model 1 (just the control variables) may be determined by the difference in R-squared (proportion of variance in the DV that is explained/accounted for by differences in the IVs for a model) between model 2 and model 1. A "big" difference would suggest that the target IVs help to explain differences in the DV above and beyond what the control variables are able to explain/account for.
This approach is sometimes called hierarchical regression.
Good luck with your work.
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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!
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Thank you for your insightfull answer. I will try to do first step of your recommended options.
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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.
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Survey research and analytics conducted in the sentiment analysis formula on data obtained from online discussion forums and social media portals on Big Data Analytics platforms.
Best regards,
Dariusz Prokopowicz
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Does quality service, customer satisfaction and customer trust lead to strong customer loyalty for an organisation. Focus is on hotels/ Hospitality industry in general.
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Assume that your IV is SQ,CS and CT as mediator and DV - customer loyalty.You might want to use a a strategy (e.g service guarantee) to achieve CL?
Attached for your kind perusal.
Good luck.
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I am interested on studies that combines business concepts and models in Public Health. I am also looking forward to communicate with respective researchers
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Could you please explain in detail about this collaborative concept.
I would be happy to Join you
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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?
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Passenger satisfaction is not guaranteed if the quality of the services that public transit delivers do not result in increased passenger perceptions of value in relation to the fares paid. Therefore, providing passenger-value-oriented quality services is crucial for public transit companies if they are to satisfy their passengers and thus increase re-patronage/word-of-mouth behavior, and consequently customer loyalty.
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the questionnaire should use running time, train frequency, punctuality and safety to measure service quality
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To measure the quality of two services provided to two clients, at the service level of Parasuraman et al. and interesting.
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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?
TIA
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Hello Md Musfiqur,
Given that your outcome is a nominal variable with 4 levels, it would appear that multinomial (logistic) regression is likely an appropriate approach.
Good luck with your work.
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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.
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Hi Jagath
Your question is quite interesting to me because I have almost a similar project I am trying to think through. But in your case is like trying to find a relationship between variables in two unrelated samples. I am not too sure (it exist anyway) of how correlation or SEM can handle this "unrelated relationship". Though I have no details of these samples you are talking about. One plausible way which in my case is being able to link the two data set together through a specific identifier in the two samples. For instance, in your "resource capabilities" sample, if there exists an identifier that can link the variable in the "perceived service quality" sample, then I think this your proposed analysis may be possible. I am exploring this possibility in my project.
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Hello! I am working on my final work to get my degree, i have to use this simple but complicate and i need some help.
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Following the KPI's for logistic Service Quality through which you can calculate LSQ:
  1. On time deliveries
  2. Safe and secure handling of material
  3. Delivery at low rate in term of cost and time
  4. Trained staff
  5. Correct delivery of material
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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?
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Topic is researchable. However, measuring clinical errors in patient satisfaction through survey method may be difficult. This may also depend upon respondents' clinical knowledge.
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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?
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I think it is better to rely on the case study, by reviewing the old records and documents to know the performance of the companies under study before privatization, and compare them with the current performance after privatization
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I want to measure patient satisfaction in the healthcare...which scale should I use??
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Dear Pravash,
You could usefully employ the fuzzy approach to more quantitatively as well as accurately deal with the problem.
Good luck,
Ali
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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 ?
Thanks.
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The problem is that you have far more combinations of possible responses (5 to the 18th power) than you have cases. One rough-and-ready approach (but not recommended for a dissertation) is to treat the 1 to 5 responses as a continuous variable. A better approach would start with an explanatory factor analysis, although your number of cases is marginal at best for that purpose. The factor analysis tells you what questions to combine. I'd simply add them, citing Wainer, H. (1976). Estimating coefficients in linear models: It don’t make no nevermind. Psychological Bulletin, 83, 213-217. https://doi.org/10.1037//0033-2909.83.2.213. Here's an article of ours where the methods section gives you a good idea of what to look & report from your SPSS factor analysis and the subsequent linear regression on the factor scores. School Counselors' Knowledge and Involvement Concerning Gifted and Talented Students, N Carlson, C Holcomb-McCoy, T Miller, Journal of Counselor Leadership and Advocacy, 4:2, 89-101, 2017. You need to choose a rotation that fits the data. Factor analysis also requires care in selecting cutoffs/number of factors. There are some good online primers about reading the output. Good luck. :-)
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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?
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very nice question...sustainability can be achieved by reducing the tourist spending and in other words its called over tourism in various destination, and it is one of the most emerging concept in the present scenario and a new and fertile area of research in tourism parlance. Similarly service quality can be one of the prominent tool for achieving sustainability in tourism and hospitality industry.The service quality can be replaced by the new concept called "service encounter" or "moment of truth" .
I think very few papers on this above issues... can be a good research area
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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.
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Be honest with yourself and others. Have a spirit of service. Always be open to listen to others. Learn to know how to forgive. Try to always look for what unites us, not what separates us.
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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?
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Quality is a subjective and objective attribute. While designing a quality assessment it is important to have in mind the users profile and preferences. I would suggest to create an customized assessment based upon local requirements using both quantitative and qualitative assessment.
So, quantitative assessment is rather technical and can use models that are designed to measure any portal ability to process requests. Government or not, the ability to function while processing a suitable number of requests is the same. In terms of perception of quality you need a survey.
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I want a measurement for restaurants service quality.
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thanks for your help
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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.
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I think you can use standard questionnaire from other researchers who tested these variables.
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I want to know is there any studies or thesis regarding service quality and tourist satisfaction of Rajasthan ?
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Gupta, P. (2019). Development of tourism industry in Rajasthan. Asian Journal of Multidimensional Research (AJMR), 8(3), 114-118.
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Greetings everyone,
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?
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work on the grievance redressal or use of modern technologies in service quality improvement
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HI everyone,
Can anyone tell me about any research paper connecting The Service Quality (Parasuraman et. at. 1988) and Consumption Value (Sheth, Newman and Howard 1991)
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Thanks everyone
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Service quality
Customer satisfaction
customer loyalty
customer relationship management
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SERVQUAL cannot really 'measure' service quality. Quality of service is subjective, determined by the receiver. Therefor its measurement should be based on a measure of customer perception. A 10.000 feet definition would be Q=E-P, quality of service is expected service minus perceived service. Determine key result indicators for both, and do the math. A negative outcome reflects a negative perception, etc.
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service quality
customer satisfaction
customer loyalty
customer relationship management
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Model of operational risk management based on the synergy of quality management principles, risk mamagement principles and total quality management approach.
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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?
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It sounds like you have a linerar IV and 3 groups to predict your DV. In that case, I would recommend linear regression, in two steps. First create two "dummy variables" to represent your three groups, and run a regression while controlling for your IV, to test whether there are differences in between the three groups after controlling for the IV.
Second, create two interaction terms by multiplying each dummy variable by the IV and adding these two new variables to the previous regression. This will test whether the relationship between the IV and the DV is the same in each group (i.e., whether there are interaction effects).
A good source on this kind of analysis is Hardy, Regression With Dummy Variables (a "little green book" from Sage).
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To find out how perceptions of system quality have been used against future performance expectations.
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Providing excellent information and support on information systems capability in pursuance of performance is the most important and challenging issue facing the contemporary service industry (Hung et al., 2003). There has been a vast amount of studies that empirically investigated the relationship between these concepts, reporting significant influence that information system capability exerts on performance. ( Scholastica Makau et al.,,2017 )
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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.
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Do you mean:
Brown, T. J., Churchill Jr, G. A., & Peter, J. P. (1993). Research note: improving the measurement of service quality. Journal of retailing, 69(1), 127. ?
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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.
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One small note to my previous post:
when measuring customer satisfaction, it is sometimes appropriate to consider the "zone of tolerance" – The difference between level of quality expectations and level of quality desires.
See for example:
Van Riel, A., Semeijn, J., & Janssen, W. (2003). E-service quality expectations: A case study. Total Quality Management & Business Excellence, 14(4), 437–450. doi:10.1080/1478336032000047255
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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'.
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Yes, you are correct. For any research that you do, it has to be ported as per the needs of your work. Also, TAM/UTAUT, etc. are a bit obsolete now. It does not mean they are not used, however I will suggest using newer models, or even proposing your own one keeping the flavour of TAM or something else. As for the constructs, in addition to the conventional ones, try proposing at least one or two new, for which you can use your own set of questionnaires. Therefore, in short re-modification of the questionnaire wordings is definitely important (and must be done) in addition to adding your own ones. Hope that helps !!
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This is just one of many examples. Besides, what exactly is a measuring instrument good for based on a disproved paradigm? Alternatives depend first of all on the underlying paradigm (SD-logic, Customer Integration Framework, ...) and on the desired gain of knowledge. What about customer journey experience scales?
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customer perspective
service quality
internet banking
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Dear Manesha, these publications could be helpful as well.
Ariff M. Sh. Md., Yun L.O. , Zakuan N., Ismail Kh. The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking // Procedia - Social and Behavioral Sciences 81 ( 2013 ) 469 – 473
Ladhari, R. (2010). Developing e-service quality scales: a literature review. Journal of Retailing and Consumer Services, 17(6), 464–477. http://dx.doi.org/10.1016/j.jretconser.2010.06.003
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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.
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We are trying to gain insight from as many countries as possible, so please pass on to your students, colleagues and class mates. Graduated students are welcome to complete the survey too.
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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?
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Another references are:
· HEIs Quality Improvement Through Students and Academic Staff’s Perception: Data Analysis and Robustness of the Results. International Journal for Quality Research, 2017, Vol.11, No.2, pp.261-278.
· Al-Farahidi Performative model to assess HEIs. 4th OQNHE Conference 2017, pp.1-15.
· A Framework for Fostering the Quality of HEIs: Data Collection, Evaluation, Indication and Validation. Int. J. of Quality and Innovation, 2016, Vol.3, No.1, pp.42-66 (Inderscience).
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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.
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Extensive research has been done on these constructs across service industries.How ever some moderated or mediated relationships may be tested. Mostly customer satisfaction is studied as a dependent variable.
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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.
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Can you access this article? Anne Liebst & David Feinmark (2016) Tools of Academic Library Assessment: the User Survey, Journal of Library Administration, 56:6, 748-755, DOI: 10.1080/01930826.2016.1199144 If different institutions use the same user assessment tool, you end up with a bigger more homogenous feedback pool.
Also see the King report on LibValue "Methods to Assess the Use, Value, Cost, and ROI of all Academic Library Services" http://libvalue.cci.utk.edu/sites/default/files/DWKing.MethodsToAssess.Use_.Value_.Cost_.ROI__0.pdf is worth looking at, although the focus is mostlye on costs.
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“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).
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Well, frankly speaking, nobody cares of the words like "satisfied", "good", etc. gathered due to polling etc. from customers. What you really need is to see their behavioural respond on a service or a product. It could be measure, while technically is not so easy: you will have to install a camera, and analyse a lot of rather boring move... :)
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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?
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thx Carlos &Ruth. based on many statistical consultations views, each patient should be linked to a quality manager. If we can't link them together, then, unfortunately, we won't be able to do the kind of analyses we are seeking.
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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
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I would recommend to implement Llosa's Tetraclasse model. See that document on page 13. Best regards.
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 I can apply Interpretive structural modelling for priortising service quality gap outcomes for understanding their dependency and interrelationships?
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You can apply ISM to find out the dependency as well as contextual relationship. But for priorities can be done through other MCDM techniques such AHP, TOPSIS etc.
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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.
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Thank you so much Prof. Abdelhalim al-zu'bi and Anwar Shah for your thoughts. 
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Good day,
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
PWU MANILA
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Dear Sir,
Yes you can use my paper in your work no problem at all
Thanks about  your consideration
Dr. Burhan Alomari
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If yes, would anyone please share a full text PDF of the journal?
That would be helful for me for my final project. 
Thanks!
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I will check
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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 
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Please also refer to the study by Bitner et al (1994), where the assessment/focus is placed on employees in relation to service quality, namely: from the employees’ point of view, what kinds of events lead to dis/satisfying service encounters? (p. 95). Similarly, see: di Mascio (2010); Gremler and Gwinner (2000); Bettencourt and Gwinner (1996); Mittal and Lassar (1996), etc. 
The following papers may be helpful for an understanding on service quality, and the role of service employees in service encounters.  
  • Bettencourt, L. A. and Gwinner, K. (1996) Customization of the service experience: the role of the frontline employee, International Journal of Service Industry Management, 7, 2, pp. 3-20.
  • Bitner, M. J., Booms, B. H. and Mohr, L. A. (1994) Critical service encounters: The employee's viewpoint, Journal of Marketing, 58, 4, pp. 95-106.
  • di Mascio, R. (2010) The Service Models of Frontline Employees, Journal of Marketing, 74, 4, pp. 63-80.
  • Farrell, A. M., Souchon, A. L. and Durden, G. R. (2001) Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions, Journal of Marketing Management, 17, 5-6, pp. 1-14.
  • Gremler, D. D. and Gwinner, K., P. (2000) Customer-employee rapport in service relationships, Journal of Service Research, 3, 1, pp. 82-104.
  • Grönroos, C. (1984) A service quality model and its marketing implications, European Journal of Marketing, 18, 4, pp. 36-44.
  • Hansemark, O. C. and Albinsson, M. (2004) Customer satisfaction and retention: the experiences of individual employees, Managing Service Quality, 14, 1, pp. 40-57.
  • Mittal, B. and Lassar, W. M. (1996) The role of personalization in service encounters, Journal of Retailing, 72, 1, pp. 95-109.
  • Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985) A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 4, pp. 41-50.
  • Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996) The behavioral consequences of service quality, Journal of Marketing, 60, 2, pp. 31-46.
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For Service Quality
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  1. Thanks nisha.which is best suited for measuring service quality in general insurance sector?.kindly suggest.
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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?
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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.
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Secondary data analysis should be more approprite as the cost or expenses for private sectors usually recorded in thier annual reports whereas annual budgets allocations for health sectors can be used as proxy for public sectors. In my oppinion using survey method may not be accurate to extract data from respondent az the questionaire will only captured the perceptions rather than actual cost which can be found in the secondary data.
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For Service Quality measure most of them did in SERVQUAL model by Parasuram, kindly suggest me some other model to measure Service Quality ?
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Friends any suggestion about Kano Model ??
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As I am trying evaluate service quality kindly help in this regard.
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SPSS is Better to use.
For Path Modeling : SmartPLS
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In my research work I'm comparing service quality of two e commerce sites?
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Beautiful answers above especially from Salah Alhyari and John Hart. In addition, please ensure that your data meets all assumptions for either the independent samples t-test or ANOVA. This will help determine what approach to adopt and if the assumptions are not met, what data manipulation procedures you will need to embark upon. 
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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?
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You may find this article helpful.
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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?
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As suggested, it makes sense to build on SERVQUAL-based tools but you'll need to restructure and specify it for a particular service. See examples: 
Logistics Service Quality as a Segment-Customized Process.
Mentzer, John T.;Flint, Daniel J.;Hult, G. Tomas M.
Journal of Marketing, Oct 01, 2001; Vol. 65, No. 4, p. 82-104
Logistics service quality and buyer-customer relationships: the moderating role of technology in B2B and B2C contexts.
Gil-Saura, Irene;Ruiz-Molina, Maria Eugenia
Service Industries Journal, May 15, 2011; Vol. 31, No. 7, p. 1109-1123
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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.   
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Depends on the questionnaire. Are the answers categorical or binary or something else. How many possible categories/outcomes for each question? Are the number of possible outcomes equal for all questions? These answers are required for a proper answer.
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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.
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Hi Adrian,
Attached is an article for general reading related to your topic.
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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
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Kindly reach out to Dr. John Ng'asike of Mount Kenya University, Early Childhood Studies Department , Thika Main Campus for assistance. He is a specialist.
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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?
Best regards,
Dr. Luiz Faria
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Thanks Dr.  SILVEIRA-MARTINS, Certainly the materials will be many useful.
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quality management
service delivery process
SERVQUAL model
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Below references are useful and helpful:
Bettencourt, L. A. and Gwinner, K. (1996) Customization of the service experience: the role of the frontline employee, International Journal of Service Industry Management, 7, 2, pp. 3-20.
Bitner, M. J. (1990) Evaluating service encounters: The effects of physical surroundings and employee responses, Journal of Marketing, 54, 2, pp. 69-82.
Bitner, M. J. (1992) Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Journal of Marketing, 56, 2, pp. 57-71.
Bitner, M. J., Booms, B. H. and Mohr, L. A. (1994) Critical service encounters: The employee's viewpoint, Journal of Marketing, 58, 4, pp. 95-106.
Castellanos-Verdugo, M., Oviedo-García, M. d. l. Á., Roldán, J. L. and Veerapermal, N. (2009) The employee-customer relationship quality: Antecedents and consequences in the hotel industry, International Journal of Contemporary Hospitality Management, 21, 3, pp. 251-274.
di Mascio, R. (2010) The Service Models of Frontline Employees, Journal of Marketing, 74, 4, pp. 63-80.
Gremler, D. D. and Gwinner, K., P. (2000) Customer-employee rapport in service relationships, Journal of Service Research, 3, 1, pp. 82-104.
Huda, S. S., Akhtar, A. and Dilshad, S. (2010) Critical Service Encounters: The Employee‘s Viewpoint (A Study on Restaurant Services in Dhaka City), Global Journal of Management and Business Research 10, 1, pp. 41-47.
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SERVQUAL service quality measurement 
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Hi everybody 
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) ?
Best regards
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Dear Mohmed,
 Find the attached file for your measures..
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Social entrepreneurship (SE) is all about developing innovative ideas and solutions to bring social change.SE has good relationship with performance but this relationship can be affected by Service Quality.So any strong literature to support this argument??
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If social entrepreneurship (SE) aims to serve a community, then an obvious performance measure will be: the number of beneficiaries and the rate of growth of beneficiaries. Other performance measures could be: growth rate in financial terms, employees, the time it took to meet the mission goals, the number of other  SE businesses spawned in the community by the first or original SE. If the SE serves other geographical  areas, the number of such areas could be interesting, though some of the other performance measures I stated earlier could reflect this. What about innovations?
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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.
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Hello Kimmo
I suggest you to check IS success model of Delone and Mclean. Their model includes service quality factor investigating its relation with user satisfaction and intention to use.
Wish you bests with your research
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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.
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Very interesting question, but no direct answer. In fact continuity of IS is contingent upon various factors including life cycles of organisation, it's products, services, processes and systems. However, IS life cycles should be technology neutral. 
I would suggest to refer to Luftman's model. My book on IT acquisition life cycle model published by IGI could provide some insight.
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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
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My favorite is Edvardsson & Olsson's (1996) model of the prerequisites of the service. Although it may not be up to date, it refers to concept, process and system, which can be modified to answer today's more complex view of service (building on e.g. Edvardsson et al. 2011 or Vargo & Lusch 2016)
Edvardsson, B., & Olsson, J. (1996). Key Concepts for New Service Development. Service Industries Journal, 16(2), 140–164. doi:10.1080/02642069600000019
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theories of motivation 
how is quality of service affected
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Hi Divesh,
The attached paper maybe useful as a general read on your topic.
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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.