Journal ArticleDOI
Waiting for service: The relationship between delays and evaluations of service
TLDR
In this article, the authors present a model of the wait experience, which assesses the effects of delays in service evaluations on the satisfaction of the service experience, and assess the effect of delays on customer satisfaction.Abstract:
Delays in service are becoming increasingly common; yet their effects on service evaluations are relatively unknown. The author presents a model of the wait experience, which assesses the effects o...read more
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Service Quality in Higher Education: A Comparative Study in Tertiary Institutions in Sub Saharan Africa
Stephen Kwasi Anim,John Mensah +1 more
Abstract: Supplying quality service is measured to be essential strategy for success in today’s competitive environment. Companies that offer superior service achieve increased profits through higher market share and being able to offer premium prices. An exploratory research design was used for this study. The simple random technique was used to select 120 students. Data collected was analysed, interpreted and discussed using Cross tabulations, Regression Analysis, Analysis of Variance (ANOVA) and Coefficient of Determination (R2). From the analysis of the data, the overall relationship or effect of all the independent variables combined on the dependent variable (overall service delivery for KNUST), the ANOVA statistic which was used showed a very significant effect {df (5, 59), F=125.3, ≤.0001} while that of MUCG also showed a very significant effect at the level of {df (5, 59), F=377.9, ≤.0001}. However, institutes providing higher education in Sub Saharan Africa have not kept pace in terms of service quality and in all parameters, the actual service delivered by them falls short of the perception of the students. Private institution students are more ambitious and better informed than those studying in Public institutions and hence, have higher perception from their institutions, and accordingly, their perceived service quality is greater than their counterparts in the Public institutions.
Journal ArticleDOI
A study on the development of public campaign messages for organ donation promotion in Korea
TL;DR: The study looks into the effects of messaging on organ donation by identifying how the type of message framing (positive vs. negative) and appeal type (rational vs. emotional) affect the attitude and behavioural intention of the consumer.
Journal ArticleDOI
The behavioral consequences of repeated flight delays
TL;DR: In this paper, the authors analyzed the effects of flight delays on passengers' future purchasing behavior and found that passengers who experienced delays fly less than passengers who have not experienced any delay.
Perceptions of waiting time in different service queues
Peter Jones,Jen-Li Hwang +1 more
TL;DR: In this article, the authors investigated the extent to which there is a gap between customers' perception of waiting time compared with actual waiting times and whether this gap varies according to service context.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
A Paradigm for Developing Better Measures of Marketing Constructs
TL;DR: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers deal with marketing as discussed by the authors.
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.