Showing papers in "Managing Service Quality in 2003"
TL;DR: In this paper, a conceptual model of the determinants of e-service quality is proposed and discussed, and focus groups are used to investigate e-services quality dimensions, including ease of use, appearance, linkage, structure and layout, and content.
Abstract: Service quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is essentially costless, feasible, and easier than comparisons of products through traditional channels, service quality is the key determinant for successful e‐commerce. A conceptual model of the determinants of e‐service quality is proposed and discussed. Given the exploratory nature of this research, focus groups are used to investigate e‐service quality dimensions. It is proposed that e‐service quality has incubative and active dimensions for increasing hit rates, stickiness, and customer retention. The incubative dimension consists of: ease of use, appearance, linkage, structure and layout, and content. The active dimension consists of reliability, efficiency, support, communication, security, and incentives. The importance and implications of each determinant are presented.
1,381 citations
TL;DR: The authors focused on the distinction between, and respective antecedents of, service quality and product quality in the Chinese context, and gave much emphasis to the importance of a positive bank reputation.
Abstract: Although an increasing number of studies is being performed in the field of service management, less work is being done on an integrated framework of service quality and product quality, especially that supported with evidence from developing countries. As a result, little is known about the distinction between service quality and product quality, their respective antecedents, and their distinctive contributions to performance in service industries in the developing world. Generalization of related findings from developed countries is not necessarily appropriate. Unlike most related studies that are based on evidence from developed countries, focuses attention on the distinction between, and respective antecedents of, service quality and product quality in the Chinese context. Gives much emphasis to the importance of a positive bank reputation. The findings are based on structural equation models developed by AMOS.
367 citations
TL;DR: In this paper, the authors identified four key dimensions of online service quality as perceived by two groups of Internet users, online buyers and information searchers, and revealed that there were significant differences between these two Internet user groups regarding their perceptions on the identified dimensions.
Abstract: Service quality is widely accepted as one of the key determinants of online retailers' success. This exploratory study identified four key dimensions of online service quality as perceived by two groups of Internet users, online buyers and information searchers. The derived dimensions were: Web site design/content, trustworthiness, prompt/reliable service, and communication. This study also revealed that there were significant differences between these two Internet user groups regarding their perceptions on the identified dimensions. Furthermore, this research found that all of the four dimensions significantly influenced online buyers' evaluation of overall online service quality, while only three dimensions, Web site design/content, trustworthiness, and communication, had a significant impact on information searchers' assessment of overall online service quality. Managerial implications and recommendations are also presented.
256 citations
TL;DR: In this paper, the authors examined and measured the quality of services provided by private hospitals in Malaysia and found that patients perceived value of the services exceed expectations for all the variables measured.
Abstract: This paper examines and measures the quality of services provided by private hospitals in Malaysia. Empirical research is used to determine patients’ expectations and perceptions of the quality of service, and a comprehensive scale adapted from SERVQUAL is empirically evaluated for its usefulness in the Malaysian hospital environment. Results based on testing the mean differences between expectations and perception indicate that patients’ perceived value of the services exceed expectations for all the variables measured. A comparative analysis with similar studies in other regions is reported, and the implications are discussed.
215 citations
TL;DR: In this paper, the authors identify the determinants essential for building a successful electronic service (e•service) operation and assess them individually to obtain better insights and understanding, and identify the essential determinants from the available literature.
Abstract: The rapid growth of the Internet has provided tremendous opportunities for service companies to offer quality services. The prime drivers and motivations for offering such services through the Net are to reduce transaction costs and to provide efficient and effective service to customers. But what are the determinants essential for building a successful electronic service (e‐service) operation? This paper addresses this specific issue by isolating the essential determinants from the available literature, and assessing them individually to obtain better insights and understanding. This could help companies to design and develop robust foundations on which to build successful e‐service operations. The boundaries between e‐service, e‐business and e‐commerce are blurred and sometimes confusing. This paper aims to clarify some of these ambiguities.
199 citations
TL;DR: In this paper, a new approach to the exploratory and evaluative research of service-quality dimensions by employing correspondence analysis (CA) was suggested, which can be used effectively in evaluating the service quality and displaying the differences in the expectations/perceptions of distinct consumer groups.
Abstract: This study suggests a new approach to the exploratory and evaluative research of service‐quality dimensions by employing correspondence analysis (CA). Although several studies have investigated the service quality of service providers using descriptive measures and statistical tests, this study presents a graphical interpretation of SERVQUAL data to aid managerial decision‐making in the tourism industry. This paper also examines the expectations and perceptions of two distinct groups by determining the differences between German and Russian tourists’ evaluations of service‐quality dimensions in tour operators. The study concludes that CA can be used effectively in evaluating the service‐quality and displaying the differences in the expectations/perceptions of distinct consumer groups. Managerial implications for travel administrators are discussed. Tour operators should consider cultural differences in service‐quality evaluations.
197 citations
TL;DR: In this paper, the authors examine how electronic government is being used in the delivery and improvement of public services in the UK, and the actual and potential problems inherent in this, highlighting a number of problematic issues surrounding its use.
Abstract: This paper examines how electronic government is being used in the delivery and improvement of public services in the UK, and the actual and potential problems inherent in this. Although there have been examples of very creative use of electronic government in the public sector, there have also been numerous spectacular failures. This paper highlights a number of problematic issues surrounding its use. These include the fact that government's two central aims, namely high quality customer service and value‐for‐money, could potentially be in conflict; and the lack of evidence to support the claim that the use of technology in service delivery results in less bureaucracy and increased quality. Clearly these tensions and issues need to be much more fully explored so that a “government for people” can be created. The paper concludes by posing the question: Can e‐government produce truly innovative, responsive public services, or merely exacerbate electronically, existing shortcomings?
185 citations
TL;DR: In this article, the applicability of traditional attitude and other constructs in service quality research is considered and it is suggested that the effects of perceived service quality may be masked by nonlinear relationships and under-identified explanatory models.
Abstract: The article considers the applicability of traditional attitude and other constructs in service quality research. It is suggested that the effects of perceived service quality may be masked by non‐linear relationships and under‐identified explanatory models. Constructs that might assist researchers and practitioners improve their service quality research and strategies are identified.
184 citations
TL;DR: The service quality rendered by private and public hospitals is compared and a questionnaire based on SERVQUAL is developed and tested for this purpose and the implications for healthcare managers are highlighted.
Abstract: Healthcare is a highly competitive global industry. People accept to travel to remote parts of the world in order to receive the service quality they hope for. Patients usually prefer to go to private hospitals, hoping to receive high service quality. On the other hand, healthcare organizations operating in the public sector are undergoing pressure from governments and the general public to improve quality and compete effectively with their counterparts in the private sector. This paper compares the service quality rendered by private and public hospitals. A questionnaire based on SERVQUAL is developed and tested for this purpose. This questionnaire is found to have five dimensions; namely, empathy, tangibles, reliability, administrative responsiveness and supporting skills. These dimensions, as well as overall service quality, are compared between private and public hospitals. Finally the implications of the results are highlighted for healthcare managers.
157 citations
TL;DR: In this paper, a distinction is drawn between e•government and e•public service, and it is proposed that there is a continuum of public sector organisations based on complexity of task, while profit motivation has little relevance in the public sector, homogeneity of consumers, definability of tasks and finite and measureable outcomes can serve as likely conditions of success in e‐public service.
Abstract: Definitions of e‐service and e‐government are considered in seeking to contextualise the discussion, and a distinction is drawn between e‐government and e‐public service. Current theoretical and empirical work is considered in conjunction with the contribution of the usability school and the commercial literature related to outcome measurement. While profit motivation has little relevance in the public sector, homogeneity of consumers, definability of tasks and finite and measureable outcomes can serve as likely conditions of success in e‐public service. The public sector is then considered in light of this knowledge. It is proposed that there is a continuum of public sector organisations based on complexity of task. Initial evidence suggests that e‐service delivery has greater potential for success in public sector tasks that have low or limited levels of complexity. Finally, the paper concludes that any discussion of e‐public service must take cognisance of the context, both internal and external, in which e‐service is delivered.
156 citations
TL;DR: In this article, a case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia, and the attributes of Singapore as a tourist destination were analyzed using Kano's model, SERVQUAL, and quality function deployment.
Abstract: This research assessed the usefulness of integrating Kano’s model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer satisfaction, and to assist in innovative product/service development through the identification of attributes that are attractive to the customer. A case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia. The attributes of Singapore as a tourist destination were analysed. Key strengths and weaknesses were determined. Change strategies and implications that surfaced from the integrated model were discussed.
TL;DR: In this paper, the authors present the results of a qualitative study of a Portuguese bank regarding customer use of Internet banking integrated in a multi-channel offering that includes high street branches, telephone banking, and automatic teller machines.
Abstract: This article presents the results of a qualitative study of a Portuguese bank regarding customer use of Internet banking integrated in a multi‐channel offering that includes high street branches, telephone banking, and automatic teller machines. The results show that performance evaluation is a key factor influencing channel use. Customers tend to use the different service delivery systems in a complementary way, taking into account their assessment of the advantages and disadvantages of each one. Customer characteristics, and the type of financial operation, are also identified as important factors influencing this process. These results indicate that, in a multi‐channel context, customer satisfaction with Internet services depends not only on the performance of this channel in isolation, but also on how it contributes to satisfaction with the overall service offering.
TL;DR: In this article, the authors examined the perceptions of international hotel managers on the adoption of technology in their hotels and found that technology has affected the ability of hotels to support employees, enhance the quality of service, improve efficiencies, gain competitive advantage, maintain relationships with customers, and increase profitability.
Abstract: Traditional brick‐and‐mortar companies are embracing the use of modern technologies to enhance the services they offer and to gain customer loyalty The objectives are to stay in the forefront of today’s marketplace and to improve service, efficiency, and profitability The hospitality industry has transformed itself into a global industry, and, as one of the largest industries in the world, it serves as an excellent example of an industry that has transformed itself in response to changes in customer requirements and demands Continuous technological developments and their adoption in the hospitality industry have provided numerous opportunities and challenges This paper examines the perceptions of international hotel managers on the adoption of technology in their hotels The results emphasise the growing demand of hotel customers for various technology‐supported services Technology is found to have affected the ability of hotels to support employees, enhance the quality of service, improve efficiencies, gain competitive advantage, maintain relationships with customers, and increase profitability
TL;DR: In this paper, the authors explored and defined two related constructs (service quality and relationship quality) to ascertain whether consumers can meaningfully distinguish between the constructs and found that they overlap in the area of personal interaction and problem solving.
Abstract: The onset of Internet marketing is revolutionising marketing practice. Although growth in sales of goods and services online has been dramatic, very little research has addressed the factors that lead to the delivery of superior service and the creation of effective marketing relationships. This paper explores and defines two related constructs – service quality and relationship quality – to ascertain whether consumers can meaningfully distinguish between the constructs. The research uses focus groups and an online survey to address this issue. The paper finds that, although service quality and relationship quality are distinct constructs, they overlap in the area of personal interaction and problem solving. The key drivers for the delivery of superior service and the creation of an effective relationship are reliability and trust emanating from service quality and relationship quality respectively.
TL;DR: In this paper, an integrated model for achieving multiple targets in measuring service quality is presented, i.e. to identify the important quality attributes that are identified by customers; to understand customer satisfaction levels with respect to these quality attributes; to discover the difference between employees' perceptions and the customers' perceptions of these quality attribute; to use the analytic results to improve service quality; and to identify categories of Kano's model of each quality attribute that can be used as critical reference on quality decisions.
Abstract: The improvement of service quality has become a major strategy for improving competitiveness. The identification of customers’ requirements and the measurement of satisfaction levels are therefore two crucial activities for enterprises. However, firms frequently fail to understand customer requirements, and the usual methods for measuring customer satisfaction are incomplete. The present research establishes an integrated model for achieving multiple targets in measuring service quality, i.e. to identify the important quality attributes that are identified by customers; to understand customer satisfaction levels with respect to these quality attributes; to discover the difference between employees’ perceptions and the customers’ perceptions of these quality attributes; to use the analytic results to improve service quality; and to identify the categories of Kano’s model of each quality attribute that can be used as critical reference on quality decisions. This integrated model is valuable for practical implementation in industries, and as an important reference for academic research on service quality.
TL;DR: In this article, the role of emotions within organizations, with particular regard to the climate for services, has been examined in some detail, in addition to its practical measurement, and it is argued that measurement of EQ should form part of the selection process, for management and customer-facing staff, and that development of emotional intelligence should be incorporated into staff training programs.
Abstract: This article focuses on the role of emotions within organizations, with particular regard to the climate for services. The concept of emotional intelligence (EQ) is considered as encapsulating many of the key competences involved in creating and maintaining a positive climate for services. The conceptual basis of EQ is examined in some detail, in addition to its practical measurement. Research is reviewed which suggests that EQ can be developed, and which provides support for the argument that higher levels of EQ within organizations will facilitate the appropriate conditions for a positive climate for services to emerge. It is argued that measurement of EQ should form part of the selection process, for management and customer‐facing staff, and that development of emotional intelligence should be incorporated into staff training programs.
TL;DR: In this article, the authors examine the nature of meaningful customer relationships to determine what contributes to meaningfulness and explore ways in which companies can establish more meaningful relationships with customers, and apply the social psychology roots of the concept of meaning in a customer relationships context.
Abstract: Examines the nature of meaningful customer relationships to determine what contributes to meaningfulness and to explore ways in which companies can establish more meaningful relationships with customers. Explores and applies the social psychology roots of the concept of meaning in a customer relationships context. Gleans evidence of meaningful customer relationships from the consumer psychology and marketing literature and from research conducted by the author. Examines situations where a company or a brand clearly occupies an important place in the life of a customer and discusses the characteristics of such relationships. Examines the factors that contribute to meaningful customer relationships. Looks at the implications for further customer research and for marketing and brand managers.
TL;DR: In this paper, the authors explored the role of experience on the dimensions of service quality and reported that a sample of visitors to a theme park was divided into two groups according to their level of experience of theme parks.
Abstract: The SERVQUAL methodology has been challenged on a number of grounds, including the failure of many researchers to replicate the original SERVQUAL factor structure, and the unrealistic notion that consumers can form expectations about a service when they have little prior knowledge about the product. This paper explores the role of experience on the dimensions of service quality. An exploratory survey is reported in which a sample of visitors to a theme park was divided into two groups according to their level of experience of theme parks. A factor analysis of the data indicated a more complex factor structure for the group with prior experience of theme parks.
TL;DR: In this article, the authors present a predictive method to establish the optimum level of e-service quality, taking into consideration customers' satisfaction, customers' profitability, the competitive conditions of the market, and company's capabilities.
Abstract: The specific advantages of the Internet as a transaction and communication channel present new opportunities for businesses to create a long‐term relationship with their customers. The level of e‐service quality is an essential component of this customer‐centric strategy. The paper presents a predictive method to establish the optimum level of e‐service quality, taking into consideration customers’ satisfaction, customers’ profitability, the competitive conditions of the market, and company's capabilities. However, the effective use of this method requires the implementation of e‐CRM systems, structured around a customer‐centric approach. Therefore, the re‐design of the company structure and processes using a customer‐focused philosophy is also assessed in a stage‐by‐stage analysis.
TL;DR: In this paper, a means-end chain model is used to develop a marketing communications strategy for a university, where first-year students were asked about their goals in attending college as well as what attributes a college would have to have in order to satisfy their goals.
Abstract: This paper describes a method uniquely suited to the problem of coordinating quality service delivery with service quality positioning. The means‐end chain model is used to develop a marketing communications strategy for a university. In this study, first‐year students were asked about their goals in attending college as well as what attributes a college would have to have in order to be able to satisfy their goals. Because the means‐end chain approach provides information about the linkage between attributes, benefits, and personal goals, it is well suited to the needs of service developers as well as those charged with the responsibility for designing the marketing communications that position those services.
TL;DR: Relationships among culture, the built environment, and outcome variables in a healthcare provider organization are measured and culture strength’s links with higher performance levels are supported and the built environments role as a moderating variable is identified.
Abstract: Healthcare organization performance is a function of many variables. This study measured relationships among culture, the built environment, and outcome variables in a healthcare provider organization. A culture survey composed of existing scales and custom scales was used as the principal measurement instrument. Results supported culture strength’s links with higher performance levels and identified the built environment’s role as a moderating variable that can lead to improved processes and outcomes. Job satisfaction and patient satisfaction were found to be significantly and positively correlated with culture strength and with ratings of the built environment.
TL;DR: A number of implications are identified that impact significantly upon the service quality perceptions of dental patients, including patient fear and anxiety, patients’ appreciation of punctual and convenient service delivery, and the positive advantages of involving patients in the development of treatment plans.
Abstract: The research question developed for this study was: “Which aspects of the delivery of dental care impact most significantly on patients’ perceptions of the service quality of the care received?”. The research methodology used a questionnaire based upon the SERVQUAL instrument. A number of implications are identified that impact significantly upon the service quality perceptions of dental patients. Amongst these are patient fear and anxiety, patients’ appreciation of punctual and convenient service delivery, and the positive advantages of involving patients in the development of treatment plans. Dental practitioners are encouraged to develop strategies within their practices that are designed to build upon the advantages identified within the study.
TL;DR: In this paper, the authors analyzed 236 complaints and 69 compliments collected by a public transport company by means of the critical incident technique and found that perceived service quality attributes in public transport involve employee behavior, reliability, simplicity and design.
Abstract: The research question focused on in this study is whether complaint and compliment contain different service quality attributes. A sample of 236 complaints and 69 compliments collected by a public transport company were analyzed by means of the critical incident technique. The results of previous research were confirmed and showed that perceived service quality attributes in public transport involve employee behavior, reliability, simplicity and design. It was further concluded that reliability of service causes frequently more complaints than compliments. How customers are treated by the employees was found to be more frequent in compliments.
TL;DR: In this article, work environment requirements in the working life science literature indentifies five general requirements: ability to control the work situation and to be involved in the decision-making processes, a safe physical work environment and the ability to develop social relationships through the work.
Abstract: In research on new service development (NSD), the interest has mainly been on structural aspects of the service offering. Not much attention has been paid to work environment conditions forming the basis for service oriented and effective employees. Addresses this issue by focusing on work environment requirements in NSD. Regards employee work environment requirements as a key factor for success when designing and implementing new services. After studying work environment requirements in the working life science literature indentifies five general requirements. These have been used when analyzing data from an empirical study on work environment conditions and requirements in service organizations. The analysis and interpretation shows that many requirements are the same in service organizations as in manufacturing companies but also that there are distinct differences. Based on the analysis presents a sixth requirement. Examples of requirements are: the ability to control the work situation and to be involved in the decision‐making processes, a safe physical work environment and the ability to develop social relationships through the work.
TL;DR: In this paper, the authors proposed a different approach to define and define, service quality, which is framed as being dependent on composite results that a service provider and its systems offer a customer.
Abstract: This paper proposes a different approach to, and definition of, service quality. Service quality is framed as being dependent on composite results that a service provider and its systems offer a customer. In contrast to the approach that depicts service quality as a discrepancy construct, this paper frames the concept as a fulfilment‐oriented construct. The premise of the paper is that each services sector should have service quality criteria that specifically fit its features and characteristics. To implement a context‐dependent services quality instrument, it is argued that managers could use a service quality grid to classify firms according to their outcomes and dominant service‐encounter interactions. Three kinds of dominant interactions are introduced: customer‐to‐staff, customer‐to‐technology, and customer‐to‐product/services. Three central recommendations are proposed. First, it is important for managers to define their services in terms of the dominant service interactions. Second, managers should develop their service‐quality instruments around the dominant interactions of their particular sector. Third, managers should develop service‐quality question items using the paired criteria approach to capture customer experiences during service interactions.
TL;DR: In this paper, different approaches to the calculation of positive word-of-mouth, leading to a monetary referral value of a company's customers, are discussed, and different approaches are compared.
Abstract: Word‐of‐mouth is a rarely quantified phenomenon, in spite of its importance for service firms. Therefore, referrals remain a neglected determinant of customer lifetime valuation, although some authors claim them to be the astronomical part of customer equity. The paper discusses different approaches to the calculation of positive word‐of‐mouth, leading to a monetary referral value of a company’s customers.
TL;DR: In this paper, the effectiveness of the critical success factors (CSFs) of BPR implementation process in the Malaysian banks and finance companies was investigated, and several hypotheses were tested concerning the relationships between the CSFs of the BPR process and the performance of the enterprise.
Abstract: Business process re‐engineering (BPR) is a management technique that radically rethinks and redesigns business processes to achieve dramatic improvements in business performance such as customer service and quality. The acceptance of BPR has been reinforced by the implementation of re‐engineering initiatives in many Malaysian banking institutions and the Central Bank of Malaysia, Bank Negara, is in favour of these initiatives. Nevertheless the effectiveness of BPR in this context has hitherto not been investigated. The aim of this paper is to investigate the effectiveness of the critical success factors (CSFs) of BPR implementation process in the Malaysian banks and finance companies. Several hypotheses were tested concerning the relationships between the CSFs of the BPR implementation process and the performance of the enterprise, i.e. customer service performance and business performance. With the assistance of Institut Bank‐bank Malaysia (IBBM), 103 questionnaires were completed and analysed.
TL;DR: In this article, the authors present the findings of a survey carried out in the UK, investigating the role of quality schemes in public leisure services, finding that a significant proportion of public leisure service providers are using quality schemes to manage the quality of their facilities.
Abstract: Public leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer expectations, growing competition and government legislation. This paper presents the findings of a survey carried out in the UK, investigating the role of quality schemes in public leisure services. The study shows that a significant proportion of public leisure service providers are using quality schemes to manage the quality of their facilities. In addition, the findings show that managers are using quality schemes to improve customer satisfaction and improve management effectiveness. Finally, the study provides evidence of the positive effect of quality schemes upon service delivery aspects of these facilities, but little evidence of the financial advantages of such schemes.
TL;DR: In this paper, a study with the purpose of identifying differences in the management of quality between manufacturing, private service and public service organisations was conducted, and some interesting differences were identified.
Abstract: This article concerns a study with the purpose of identifying differences in the management of quality between manufacturing, private service and public service organisations. A questionnaire was sent to members of the Swedish Association for Quality. Some interesting differences were identified. Customer orientation is highest in the private service sector and lowest in the public service sector. The manufacturing companies’ usage of ISO 9000 is extremely high and their usage of the Swedish Quality Award is fairly low whereas the public service organisations use both these two models equally. This corresponds with the finding that ISO 9000 produces better results in the manufacturing sector whereas The Swedish Quality Award produces better results in the service sector. Generally, the indication is that quality management is most successful in the manufacturing sector and least successful in the public service sector. There is also a difference in that improvements in the manufacturing sector are more often about the processes whereas the organisations within the public service sector more often report improvements regarding personnel.
TL;DR: In this article, the authors describe all the automated processes that can be utilised when making a business trip and how human interaction within the service sector has been replaced by machines, which has the potential for customization, accuracy, convenience and speed, dependent on individual customer acceptance of the new system.
Abstract: Describes all the automated processes that can be utilised when making a business trip and how human interaction within the service sector has been replaced by machines. This has the potential for customization, accuracy, convenience and speed, dependent on individual customer acceptance of the new system.